Garrow Lusk / BB-Demo – Training
Callcompleted
Garrow Lusk: documents · 2023-07-28 10:15
Callie Brennan trained Jade Kenwright and Kayleigh Roberts on chat, search and pages. Jade says adoption is a bit slow and asked about upgrading, and a full-team session was floated.
What was said
What this says
Current to 11 Oct 26Callie Brennan trained Jade Kenwright and Kayleigh Roberts on chat, search and pages. Jade says adoption is a bit slow and asked about upgrading, and a full-team session was floated.
What happened: Callie walked through chat, search, pages, admin duties and the Starter service level. Kayleigh was told to check the logs weekly and Jade heard the four-hour blocker response.
Customer view: Jade says most of the team forget the brain is there. She welcomed a full-team session in a couple of weeks.
Commercial: Jade asked what an upgrade would mean. Callie described Growth with dashboards, more users and connectors and quarterly QBRs, framed as something for later.
Watch: Garrow Lusk uses three of four connectors on Starter, so there is one spare. No team session date was agreed on the call.
Themes
Current to 9 Oct 26Theme
Starter training and adoption
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jade Kenwright to send Callie Brennan a date for the full-team training session.
- Callie Brennan to send the admin guide, user guide and FAQs.
- Jade Kenwright to set up two or three regularly asked questions as saved searches or pages.
Risks
Current to 9 Oct 26- Most of the team forget the brain exists, so value may not show before renewal.
Opportunities
Current to 9 Oct 26- Jade asked about upgrading, which opens a Growth conversation for dashboards, users and connectors once adoption takes hold.
Transcript
Callie Brennan NoneMorning both. So today we're going to walk through the key features in detail and make sure you're confident on everything. I've blocked an hour and a half, so we can take our time. Sound good?
Jade Kenwright NoneYeah, that's good. We've had the brain for a few weeks now and there are a couple of things I'm still not sure about.- Callie Brennan NoneNo problem. Let me start with the chat, the main interface. What you do here is type a question in plain English. The brain reads it, figures out what you're asking, and returns results from your connected systems. Watch.
- Callie Brennan NoneI'm typing: 'Show me all placements from January to March, grouped by client.' You hit enter, and, there's the answer. Grouped by client, placements in that quarter. This maps cleanly because your CRM has the placement records and the dates.
Kayleigh Roberts NoneAnd if I wanted to filter by, say, a specific region?- Callie Brennan NoneYou'd modify the question. 'Show me placements from January to March in the North West.' The brain will filter by region if your CRM has a region field, which I know it does.
- Jade Kenwright NoneWhat if the question isn't quite right? What if the brain doesn't understand?
- Callie Brennan NoneGood question. If the phrasing is odd, it might return an error or a partial result. In that case, rephrase it. The brain works better the more you use plain English: say what you mean, and it'll get there. If you're ever stuck, you can type 'help' and it'll suggest templates for common questions.
- Kayleigh Roberts NoneAnd the data, it's always fresh?
- Callie Brennan NoneEvery night we refresh. That happens between, usually between 22:00 and 07:00. You're on UK time, so it's overnight. By 07:00, all the fresh data from your CRM and accounting system is in the brain. During the day, you're querying yesterday's data. If you need real-time data, that's an upgrade, more connectors or a custom setup. But for your use case, nightly is right.
- Jade Kenwright NoneOK. And the search function, how's that different from the chat?
- Callie Brennan NoneSearch is for finding individual records. If you want to find a specific client or a specific placement, you search. Chat is for asking analytical questions: trends, counts, relationships. Search is 'find me this thing', chat is 'tell me about things that match this pattern'.
- Kayleigh Roberts NoneGot it. And the pages, that's for sharing results?
- Callie Brennan NoneExactly. You can pin results to a page, share the page with the team. So if you run a query that's useful: like, placements by region this month, you can save it as a page and everyone can see it. No re-running the same query twice.
- Jade Kenwright NoneAnd the dashboards, you were mentioning those before?
- Callie Brennan NoneThe dashboards builder is on Growth. You don't have it yet on Starter, but if you ever upgrade, you can build your own visualisations. Drag and drop, no SQL needed. You'd use that for executive reporting or weekly metrics that don't change.
- Kayleigh Roberts NoneSo we're on Starter. What can we do now, without upgrading?
- Callie Brennan NoneChat, search, pages. Four connectors, you're using three, CRM and accounting and email. You've got one spare if you want to add something later. Fifteen user seats. Six-monthly check-in with your CSM. That's Starter.
- Jade Kenwright NoneAnd if we wanted to upgrade?
- Callie Brennan NoneGrowth adds dashboards, more users, forty instead of fifteen, and eight connectors instead of four. And you'd get quarterly QBRs instead of six-monthly check-ins. But that's something to think about later. For now, let's make sure you're comfortable with what you've got.
- Kayleigh Roberts NoneOK. And on the admin side, what do I actually have to do?
- Callie Brennan NoneYou're the admin, so you manage user access. You can add and remove people, set permissions. The refresh runs automatically, I monitor it from my end, but if something breaks, you'll see an error in the logs. Check the logs once a week, just to be sure. And if credentials change: like, someone changes the CRM password, you let me know and I'll update the connector.
- Jade Kenwright NoneWhat's the contact if something goes wrong?
- Callie Brennan NoneYou've got my email. Raise a ticket in the helpdesk, and I'll take a look. If it's a blocker: the brain's down: shout immediately, and we'll have someone respond in four hours, standard for Starter.
- Kayleigh Roberts NoneFour hours for a blocker. Got it.
- Callie Brennan NoneAnd on adoption, Jade, how's the team getting on with it? Are they asking questions?
- Jade Kenwright NoneA bit slow, to be honest. A couple of people use it, but most of the team, I think they forget it's there.
- Callie Brennan NoneVery normal. What I'd suggest: pick two or three questions that people ask you regularly. Set them up as saved searches or pages. Then when someone asks you, point them to the brain instead. Once they see that the answer comes back instantly and it's accurate, they'll start asking more. That's how adoption happens.
- Jade Kenwright NoneLike placements by region, things like that?
- Callie Brennan NoneExactly. And invoices by client. Whatever you're asked three times a week. Make those the first wins.
- Kayleigh Roberts NoneAnd then we can train the rest of the team?
- Callie Brennan NoneYeah. Once a few people are using it, word spreads. And if you want, I can run a session with the full team later on, walkthrough the basics, answer questions. Just let me know.
- Jade Kenwright NoneThat could be good, actually. Maybe in a couple of weeks?
- Callie Brennan NonePerfect. Let me know the date and I'll come prepared. For now, I'll send over the full documentation: the admin guide, the user guide, FAQs. Anything you need to refer to later.
- Kayleigh Roberts NoneGood. That's helpful.
- Callie Brennan NoneRight, I think we've covered everything. Any other questions before we wrap?
- Jade Kenwright NoneNo, I think that's solid. Thanks, Callie.
- Callie Brennan NoneThanks, both. I'll send that documentation today, and let me know about the team training date. Cheers.
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