Garrow Lusk / BB-Demo – Onboarding
Callcompleted
Garrow Lusk: documents · 2023-07-24 13:30
Garrow Lusk's brain went live on time and refreshes on schedule, but Jade Kenwright says the team has not made it a daily habit. Kayleigh Roberts wants a client Status field added to search.
What was said
What this says
Current to 11 Oct 26Garrow Lusk's brain went live on time and refreshes on schedule, but Jade Kenwright says the team has not made it a daily habit. Kayleigh Roberts wants a client Status field added to search.
What happened: Callie Brennan checked in about a month after go-live. The refresh is running without errors and Kayleigh is happy to check the logs weekly.
Customer view: Jade Kenwright, Operations Director, says use is early, with people forgetting the brain exists. Kayleigh is cautious about changing the brain for fear of breaking something.
Commercial: Value is not yet proven in daily use, so the first renewal depends on adoption. The Status field request is a small extension of the existing Starter set-up, not a new sale.
Watch: Callie promised to sort the Status field this week and to offer a workaround if it cannot be added on the next refresh.
Themes
Current to 9 Oct 26Theme
Onboarding adoption check-in
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to check the Status field is in the index and report back this week.
- Jade Kenwright to pick one regular question and set it up as a saved question for the team.
- Callie Brennan to send the setup note and touch base in a couple of weeks on adoption.
Risks
Current to 9 Oct 26- Adoption has not become a daily habit, so the team may not see value before renewal.
- The Status field may need a schema change that cannot be added on the next refresh.
Opportunities
Current to 9 Oct 26- A saved question or dashboard for placements by region could become the team's first regular habit.
Transcript
Callie Brennan NoneHi both, and welcome. I'm Callie, I'll be guiding you through the onboarding. We're about a month in now, so I wanted to check in on how the setup's going and make sure you're confident on the day-to-day stuff.
Kayleigh Roberts NoneHi Callie. Yeah, so we got the brain live on time, which was good. We're still finding our feet with it a bit.- Callie Brennan NoneRight. What's the main thing you're unsure about?
Jade Kenwright NoneWell, the team's asked a few questions and some of them I can answer, some I can't. I feel like I'm not quite the expert yet.- Callie Brennan NoneThat's totally normal. What kind of questions are they asking?
- Jade Kenwright NoneLike, how do you filter results in a search? Or, Kayleigh, didn't someone ask about adding a new field to a query?
- Kayleigh Roberts NoneYeah. We wanted to search by client status, but I wasn't sure how to add that to the brain without, I don't know, breaking something.
- Callie Brennan NoneOK, that one we can solve. You can't break the brain from the user side, you've only got read access anyway. But adding a field, that might require a change to the schema. What I need from your side is: what's the field called in your CRM?
- Kayleigh Roberts NoneIt's 'Status', just a simple dropdown.
- Callie Brennan NonePerfect. I'll check that we've got it in the index. If not, we'll add it on the next refresh. Before we switch on the refresh, I want to double-check: your CRM credentials, they're still good? Nothing changed?
- Kayleigh Roberts NoneShould be fine. I haven't changed anything.
- Callie Brennan NoneGood. And the nightly refresh, that's running OK? No errors in the logs?
- Jade Kenwright NoneI haven't seen any errors. Last refresh was, when was it, Kayleigh?
- Kayleigh Roberts NoneThis morning, I think. Around 06:30 or 07:00.
- Callie Brennan NonePerfect. That's on schedule. So the data's fresh. Now, I want to make sure you're not frustrated. Broadly, are people finding value yet, or is it still a bit, proving itself?
- Jade Kenwright NoneIt's early. We've had a couple of people ask a question or two, and yeah, it gave them the answer. But I haven't seen them using it every day yet. It's more, people forget it exists.
- Callie Brennan NoneThat's very common in week four or five. The brain is there, it works, but nobody's routinized asking it yet. What I suggest: you pick one regular question your team asks, something weekly or daily, and make that the first habit. Show them the answer comes back in a second. Then they'll start asking more.
- Kayleigh Roberts NoneLike what?
- Callie Brennan NoneThe question you mentioned before, placements by region, invoices by week. That's something you're already asking manually, yeah?
- Jade Kenwright NoneYeah, we get asked that all the time.
- Callie Brennan NoneSo set it up as a saved question, or a dashboard. Then next week, when someone asks that, just point them to the brain. Once they see the speed and the accuracy, they'll ask more. That's adoption.
- Jade Kenwright NoneOK, I'll try that. Should be doable.
- Callie Brennan NoneGreat. And on the admin side, Kayleigh, you're happy to manage the refresh? Check the logs once a week? If something breaks, you'll shout?
- Kayleigh Roberts NoneYeah, happy with that.
- Callie Brennan NonePerfect. Right, I think we're in good shape. I'll send a setup note over: it'll have everything you need to know, passwords, who to contact if things go wrong. And I'll sort that Status field this week. If I can't add it on the next refresh, I'll let you know and we'll find a workaround.
- Jade Kenwright NoneSounds good.
- Callie Brennan NoneThanks, both. We'll touch base in a couple of weeks to see how adoption's going. Cheers.
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