Kelvinhaugh Pension Services / BB-Demo – Training
Callcompleted
Kelvinhaugh Pension Services: documents · 2024-03-18 14:30
Training call on 18 Mar 2024 with Kirsteen Boyd and Ailsa Dunlop. Only two of fifteen Starter licences are in use. Kirsteen found chat useful. A mailbox change is coming that could stall a connector.
What was said
What this says
Current to 11 Oct 26Training call on 18 Mar 2024 with Kirsteen Boyd and Ailsa Dunlop. Only two of fifteen Starter licences are in use. Kirsteen found chat useful. A mailbox change is coming that could stall a connector.
What happened: Callie Brennan walked Kirsteen and Ailsa through chat, pages, search and the admin tab. Kirsteen admitted she had only had a quick look so far.
Customer view: Kirsteen was pleasantly surprised, saying the call was more useful than she expected. She found the vaguer question about unhappy employers surfaced chasing emails and was useful.
Commercial: Only Kirsteen and Ailsa have logged in, and the other colleagues are waiting to hear what it is for. Adoption on Starter is the lever for a good first renewal.
Watch: Ailsa said a change is coming to one of the mailboxes. Callie explained that flat records indexed signal a stopped connector, so this needs a heads-up before it goes in.
Themes
Current to 9 Oct 26Theme
Onboarding training and adoption
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to send the setup note and one-page how-to to Ailsa Dunlop by the end of the day.
- Ailsa Dunlop to add users in small batches and confirm the correct trustee ordering.
- Ailsa Dunlop to tell BB-Demo before the mailbox change goes in.
Risks
Current to 9 Oct 26- Only two of fifteen Starter licences are in use because colleagues have not been told what the brain is for.
- A planned mailbox change could stop a connector loading and leave the brain stale.
- The trustee ordering on scheme pages is unconfirmed and may look wrong to managers.
Opportunities
Current to 9 Oct 26- Kirsteen showing colleagues the Monday question can spread use across the remaining licences.
- Early useful answers from chat give a base for building the value case ahead of renewal.
Transcript
Callie Brennan NoneHello, hello. Can you see my screen, or am I still showing you the login page?
Kirsteen Boyd NoneLogin page. Oh, no, it's changed. Yes, I can see it now.
Ailsa Dunlop NoneHi Callie. I'm here, I'm just finishing something on the other screen. Give me a minute.- Callie Brennan NoneNo rush at all. Afternoon, Kirsteen, afternoon, Ailsa. So here's the plan for the next hour or so. We'll start with how you ask the brain a question, then pages, then search, and then Ailsa, I'll show you the admin side so you can run it without me. What I need from your side is the questions you actually ask on a normal day, so stop me and say if something isn't how you'd work.
- Kirsteen Boyd NoneRight. Honestly I've only had a quick look so far. I logged in once and had a poke around.
- Callie Brennan NoneThat's perfectly normal, and it's what this call is for. Let me start with chat. This box here. You type a question the way you'd ask a colleague. Give me something real. What would you ask first thing on a Monday?
- Kirsteen Boyd NoneProbably what's outstanding with an employer. Anything we've promised and not done yet.
- Callie Brennan NoneGood. I'll pick one of your schemes and type, what have we promised this employer that's still open. And off it goes. You can see it's searching across the CRM, the mailboxes and the shared drive.
- Kirsteen Boyd NoneOh. That's quick. And it's listing emails, that's where I'd have looked. Are those the actual emails?
- Callie Brennan NoneThey're links back to the source, so you can click through and read the original. The answer is a summary, and the source is always underneath it. If a source looks wrong, trust the source, not the summary, and tell Ailsa.
- Ailsa Dunlop NoneThat's what I'd hoped. Right, I'm with you now, sorry. Carry on.
- Kirsteen Boyd NoneCan I ask it something a bit vaguer? Like, which employers are likely to be unhappy with us?
- Callie Brennan NoneYou can, but I'd be careful with it. It'll only know what's written down. If someone's unhappy and nobody's put it in an email or a note, the brain can't see it. So it's a good question for finding things that are written down, not for mind reading.
- Kirsteen Boyd NoneFair. That's honest, at least.
- Callie Brennan NoneLet's try it anyway and see what it gives us. Typing it now.
- Kirsteen Boyd NoneHuh. It's picked out a couple of schemes where there's been a few chasing emails. That's actually useful.
- Callie Brennan NoneThat maps cleanly, I think. Chasing emails are written down, so it can count them. Now pages. Each scheme gets its own page, built from the indexed records. Kirsteen, can you tell me one scheme you look after?
- Kirsteen Boyd NoneLet's say the one I had a call about last week. I'll type it in the search.
- Callie Brennan NoneThere. That's the scheme page. Employer details at the top, recent correspondence, documents underneath, and the open items on the right. Does that look like the picture in your head?
- Kirsteen Boyd NoneMostly. The trustees' names are in a different order to how I'd put them, but the rest is right.
- Ailsa Dunlop NoneThat'll be the CRM field. It's one of the historic ones. I can look at that.
- Callie Brennan NoneThat was in the mapping note, actually, Ailsa. The ordering comes from the way the field is stored. We can change how it's displayed, but I'd want you to confirm which order is correct before I touch it.
- Ailsa Dunlop NoneI'll check with the managers and tell you. Probably the chair first.
- Callie Brennan NonePerfect. Let me move on to search, which is different from chat. Search is for when you know what you're after and want the thing itself, a document or an email, rather than an answer.
- Kirsteen Boyd NoneSo like a normal search box, but across everything.
- Callie Brennan NoneExactly. And you can narrow by source on the left, so if you only want the shared drive you tick that. Try one.
- Kirsteen Boyd NoneRight, I searched for a scheme rules document. It's found two versions. Which one's current?
- Callie Brennan NoneIt'll show you the last modified date on each, and the folder it came from. I wouldn't want it to pick for you. A pensions document is exactly where you want a person making that call.
- Kirsteen Boyd NoneAgreed. Thank you.
- Callie Brennan NoneAilsa, now the admin side. I'll share a different screen. This is where you add users. You've got fifteen licences on Starter, and at the moment I can see only a couple of people have logged in.
- Ailsa Dunlop NoneYes, that's Kirsteen and me. The others are waiting to hear what it's for. Fiona said she'd tell them but, well, you know how it goes.
- Callie Brennan NoneIt's a very common pattern. My suggestion is that you don't add all fifteen at once. Add the relationship managers who'll use it this week, and ask Kirsteen to show them the Monday question we just did. People pick it up from a colleague faster than from me.
- Kirsteen Boyd NoneI can do that. I'd rather show them than send a link with no explanation.
- Ailsa Dunlop NoneHow do I see whether the connectors are healthy? If something stops loading, I want to know before a manager tells me.
- Callie Brennan NoneGood question. On the connectors tab, each source shows the last refresh and the number of records indexed. If the count stays flat for several days when you know new emails are arriving, that's your sign something has stopped. Usually it's a password change or a system change on your side.
- Ailsa Dunlop NoneWe do have a change coming to one of the mailboxes. I'll let you know before it goes in.
- Callie Brennan NonePlease do, that would save us both a headache. Now, last bit. I'll leave you with a setup note: what's connected, who has access, the mapping decisions, and where to look when something's off. And your six-monthly check-in is with your customer success manager, so that will come from them.
- Kirsteen Boyd NoneIs there a short version of this I can pass round? Something one page.
- Callie Brennan NoneI'll put a one-page how-to on the end of the setup note, covering chat, pages and search. Ailsa, is it alright if I send both to you and you forward?
- Ailsa Dunlop NoneYes, send them to me. I'll circulate.
- Callie Brennan NoneBrilliant. Quick recap. Kirsteen shows a few colleagues the Monday question. Ailsa adds users in small batches, confirms the trustee ordering and tells us about the mailbox change. I send the setup note and the one-pager. Anything else before we stop?
- Kirsteen Boyd NoneNo, I think that's me. Thanks, that was more useful than I expected.
- Ailsa Dunlop NoneNothing from me. Thanks, Callie.
- Callie Brennan NoneLovely, thank you both. Documents will be with you by the end of the day. Thanks, Callie. Bye for now.
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