Pemaquid Analytics / BB-Demo – Training
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Pemaquid Analytics: documents · 2026-06-01 17:15
Hamza Akhtar ran a hands-on session on 1 Jun 2026 with Tyrell Haynes. He built a renewal prep page and a dashboard, called it better than expected, and wants two more colleagues trained.
What was said
What this says
Current to 11 Oct 26Hamza Akhtar ran a hands-on session on 1 Jun 2026 with Tyrell Haynes. He built a renewal prep page and a dashboard, called it better than expected, and wants two more colleagues trained.
What happened: Hamza ran a hands-on session with Tyrell on 1 Jun 2026, covering chat, search, pages, dashboards and connectors. Tyrell built a renewal prep page and a distributor dashboard and shared it with Caitlin.
Customer view: Tyrell said the session was better than he expected, and the brain surfaced a closed ticket the distributor had raised again on a call. He accepts the overnight refresh for their kind of work.
Commercial: The dashboards builder included in Growth is being used, and Tyrell wants two more people on within about a week. Renewal dates are blank in their CRM for a few distributors, which limits the dashboard until fixed.
Watch: Connector changes need an IT colleague whom Tyrell still has to bring in. Renewals discussed here are Pemaquid's own distributor renewals, not BB-Demo's.
Themes
Current to 9 Oct 26Theme
Growth dashboards and connectors
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send Tyrell a short written guide the day after the call.
- Tyrell Haynes to flag the blank renewal dates with his ops team and bring in his IT colleague.
- Tyrell to send Hamza times for a 30 minute session with two more colleagues.
Risks
Current to 9 Oct 26- Renewal date fields are blank in the customer's CRM for several distributors, which weakens the dashboard.
- Connector changes depend on an IT colleague Tyrell has not yet brought in.
- Some of Tyrell's team are not natural with new tools, so wider adoption is not assured.
Opportunities
Current to 9 Oct 26- Tyrell wants two more people from the team using the brain within about a week.
- The 40 licensed users leave plenty of room, and the dashboards builder is already in use.
Transcript
Hamza Akhtar NoneHi Tyrell, can you hear me alright?
Tyrell Haynes NoneYeah, loud and clear. Sorry, give me one second, I'm closing a window. Okay. Hi Hamza.- Hamza Akhtar NoneNo problem at all. Thanks for making time at the end of the day, I know it's not ideal.
- Tyrell Haynes NoneNo, it's good, it's the quiet part of the day. Honestly I'd rather do this now than squeeze it in between renewal calls.
- Hamza Akhtar NoneFair enough. So the plan for the hour is that I'd like you hands-on rather than watching me click. We'll start with asking the brain questions, then search and pages, then the dashboards builder, and at the end we'll look at your connectors and what you can change yourself. Does that fit with what Hollie told you?
- Tyrell Haynes NoneYeah, that's about right. What I really want to get to is the distributor view. When a distributor is coming up for renewal I want their tickets, their usage and the notes from the last renewal calls in one place, without me opening three tabs.
- Hamza Akhtar NoneRight, that's exactly what it's built for. Let's go there first then. Can you share your screen and open the brain?
- Tyrell Haynes NoneSure. Sharing now. Can you see it?
- Hamza Akhtar NoneI can, yes. Okay, so just in the chat box, pick a distributor you know well, and ask it something you'd normally have to go and dig for.
- Tyrell Haynes NoneOkay, I'm typing. Something like, what are the open issues for this distributor and how has their usage moved over the last few months. Is that too vague?
- Hamza Akhtar NoneIt's a good start. Hit enter and let's see what it gives you.
- Tyrell Haynes NoneOkay, so it's come back with a summary, a couple of tickets, and, huh, a note from a call. That's quick.
- Hamza Akhtar NoneYeah. Now look underneath the answer. There's a list of sources. Click one of the tickets.
- Tyrell Haynes NoneOkay, it opens the actual ticket. So I can check it's not making things up.
- Hamza Akhtar NoneExactly, and I'd always do that for anything that's going in front of a customer or your leadership. The brain tells you where it got each statement, so use that. Now, the other habit is to be specific. Name the account, give it a time window, say what you want back. Try again, but ask it to compare the last two quarters.
- Tyrell Haynes NoneRight. So, compare activity for the last two quarters for this distributor and flag anything that looks like a risk to renewal. Okay.
- Tyrell Haynes NoneOh, that's better. It's actually separating the tickets by type, and it's telling me their usage dipped and then came back.
- Hamza Akhtar NoneGood. And it's worth saying, if it says it can't find something, that's information too. It won't guess. It might mean the data isn't connected or it hasn't refreshed yet.
- Tyrell Haynes NoneHow fresh is it, usually? Like if a ticket comes in this afternoon, can I ask about it tonight?
- Hamza Akhtar NoneNot tonight. The refresh runs overnight and it's done by seven in the morning for you, on business days. So you're always looking at the end of yesterday, effectively. If something looks wrong in the morning, that's when to tell us.
- Tyrell Haynes NoneOkay, that's fine for what we do. We're not doing live firefighting in here.
- Hamza Akhtar NoneGood. Let's move on to search, because it's a different thing from chat and people mix them up. Chat gives you an answer. Search gives you the documents. Type the name of a distributor in the search bar at the top.
- Tyrell Haynes NoneOkay. So that's a list. Tickets, calls, emails, and, yeah, some account notes. Can I filter that?
- Hamza Akhtar NoneYes, on the left. Try filtering to calls only.
- Tyrell Haynes NoneOkay, that's neat. So I can see just the renewal calls for them. I can skim these before I get on with the distributor. That's honestly half of what I was after.
- Hamza Akhtar NoneThat's a good use. Now pages. A page is a saved write-up that the brain keeps up to date. So rather than asking the same question every time, you set one up per distributor, or per type of distributor, and it refreshes.
- Tyrell Haynes NoneSo I could have a renewal prep page for each one.
- Hamza Akhtar NoneYou could. Let's make one now. Click new page, and give it a name you'd recognise.
- Tyrell Haynes NoneOkay, I've called it renewal prep and put the distributor in the title. Now it's asking me what I want on it.
- Hamza Akhtar NoneDescribe it the way you'd brief a colleague. Open tickets, usage trend, last conversation, anything that's been promised. Plain words are fine.
- Tyrell Haynes NoneRight, typed that in. It's building. Oh, it's got sections. That's actually close to what I'd write by hand.
- Hamza Akhtar NoneHave a read through the last section, the one about commitments. Is that right?
- Tyrell Haynes NoneMostly. It's missed one thing but that might not have been written down anywhere, to be fair. It was said on a call and nobody put it in the notes.
- Hamza Akhtar NoneThat happens. If the call was recorded and connected, it should pick it up. If it was a phone call with no recording, then it can't. That's the honest limit.
- Tyrell Haynes NoneYeah, understood. Okay.
- Hamza Akhtar NoneRight, so, dashboards. Your Growth subscription includes the dashboards builder, and I think it's what your team will end up living in. Caitlin's going to want things on a dashboard, I'd guess.
- Tyrell Haynes NoneHa, that's the first thing she says in every meeting. Can we get that on a dashboard.
- Hamza Akhtar NoneWell then let's build one she can have. Open the builder, and start a blank dashboard. Think about what you'd want to see in one glance across all your distributors.
- Tyrell Haynes NoneOkay, so I'm thinking, a list of distributors, renewal date, number of open tickets, and whether usage is going up or down. Can it do that?
- Hamza Akhtar NoneIt can. Add a table first, then choose the fields. Take your time, I'll just watch.
- Tyrell Haynes NoneHang on, I've got the table, but the renewal date column is blank for a few of them. Is that me?
- Hamza Akhtar NoneProbably not you. It's pulling renewal dates from your CRM, so if the field's empty there, it's empty here. That's actually a useful thing to find. Someone on your side can fix it at source and it'll come through the next morning.
- Tyrell Haynes NoneOh, that's a bit embarrassing, but yeah, good to know. I'll flag it with the ops team.
- Hamza Akhtar NoneDon't be embarrassed, every customer finds a few. Now add a chart for usage over time, and a filter at the top so you can pick one distributor.
- Tyrell Haynes NoneOkay. Okay, that's working. I can pick one and the whole thing changes. This is good. Can I share it with the others?
- Hamza Akhtar NoneYes. Share button top right. You have 40 licensed users, so there's plenty of room, and you can choose whether people can view or edit. I'd start with view for most of the team and keep edit for yourself and Caitlin, otherwise you get five versions of the same dashboard.
- Tyrell Haynes NoneYeah, I've seen that happen with other tools. Okay, view for most. Sharing with Caitlin first.
- Tyrell Haynes NoneDone. She'll probably text me in about ten seconds.
- Hamza Akhtar NoneHa. Let's use the time. Next, connectors. Go to settings and then connectors, and tell me what you see.
- Tyrell Haynes NoneSo I've got the CRM, the helpdesk, the call recorder, and, yeah, a couple of others. They've all got green ticks.
- Hamza Akhtar NoneGood. Green means it loaded on the last run. If one goes amber or red, that's the first place to look, and then raise a ticket and we'll pick it up. Click into one and have a look at the records count.
- Tyrell Haynes NoneOkay, there's a number and a little graph. It's gone up steadily.
- Hamza Akhtar NoneThat's what you want. If that line went flat for a few weeks and nobody had complained, that would be the quiet sign something has changed upstream. Usually somebody changed a setting or a field in the source system.
- Tyrell Haynes NoneGot it. So that's one for me to glance at every now and then.
- Hamza Akhtar NoneOnce a week is plenty. You could even put it on your dashboard. Now, a few things people ask. Can you add a connector yourself? You can request one, and we configure it with you, because it runs inside your own Snowflake account and we want your admin involved. Is there someone on your side who looks after that?
- Tyrell Haynes NoneYeah, a colleague in IT. I'd have to bring them in. I don't have the permissions for any of that.
- Hamza Akhtar NoneThat's normal. Just make sure they know who to contact on our side.
- Tyrell Haynes NoneOkay. Can I ask something a bit different? Is there a good way to teach the others? Because I can use it now, but there are a couple of people on the team who are, let's say, not natural with new tools.
- Hamza Akhtar NoneYes. Honestly the best way is a small thing, not a big launch. Give them one question to ask, the one that matters to their job. For a CSM, it's usually, what should I know before my next call with this distributor. If it works for them in the first go, they come back.
- Tyrell Haynes NoneThat's useful. I'll write that one on the team channel.
- Hamza Akhtar NoneI can also send you a short written guide with the steps we've just done, so you can forward it on. Would that help?
- Tyrell Haynes NoneYes please. Short is the key word. Nobody reads anything long.
- Hamza Akhtar NoneUnderstood. Let's use the time left for you to try one more thing by yourself. Pick a distributor with a renewal coming up soon and use your renewal prep page, and then ask the chat one follow-up question that you'd really want answered before the call.
- Tyrell Haynes NoneOkay. Okay, I asked it what they were unhappy about last time and whether we resolved it. It found the ticket and the follow-up, and it says it was closed but the distributor mentioned it again on a call. That is genuinely useful. I'd have missed that.
- Hamza Akhtar NoneThat's the kind of thing it's good at, joining a ticket to a conversation. Good. Anything that didn't make sense, or anything you'd like me to go back over?
- Tyrell Haynes NoneI think the difference between search and chat is the one I'll need to remember. Search finds, chat answers. Is that fair?
- Hamza Akhtar NoneThat's a good way to put it, yes. And pages are the ones you keep.
- Tyrell Haynes NoneRight. Pages are the ones I keep.
- Hamza Akhtar NoneSo, next steps. You've got a dashboard and a renewal prep page already, which is more than most people leave a training call with. I'll send the short guide tomorrow. You'll flag the blank renewal dates with your ops team, and you'll bring your IT colleague in for the connector conversation when you're ready. Anything else you'd put on the list?
- Tyrell Haynes NoneI'd like to get two more people from the team on in the next week or so, using the question idea. Could you do a quick session with them, maybe thirty minutes, if I get them together?
- Hamza Akhtar NoneOf course. Send me a couple of times that work and I'll fit it in. Better to do it in small groups.
- Tyrell Haynes NonePerfect. And I'll let Hollie know how today went, she'll be pleased.
- Hamza Akhtar NonePlease do. And if anything looks odd tomorrow morning, a number that's off or a page that's wrong, send it through to support and mention me.
- Tyrell Haynes NoneWill do. Thanks Hamza, this was properly helpful. Better than I expected, to be honest.
- Hamza Akhtar NoneGlad to hear it. Speak soon, Tyrell, and enjoy the rest of your evening.
- Tyrell Haynes NoneYou too, cheers. Bye.
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