Ellerby Dental Group / BB-Demo – Training
Callcompleted
Ellerby Dental Group: documents · 2025-06-11 15:30
Laura Penhaligon trained Rebecca Oakes and Megan Statham on search, query builder, dashboards and chat on 11 Jun 2025. They asked about supplier ticket analysis, CSV export and adding connectors.
What was said
What this says
Current to 11 Oct 26Laura Penhaligon trained Rebecca Oakes and Megan Statham on search, query builder, dashboards and chat on 11 Jun 2025. They asked about supplier ticket analysis, CSV export and adding connectors.
What happened: Laura Penhaligon ran a 76 minute training for Rebecca Oakes and Megan Statham. She covered search, the query builder, dashboards and chat, using the customer's own complaint and supplier data.
Customer view: Rebecca wanted patient complaints by practice and called the search result really useful. Megan asked whether she could use queries to identify suppliers to talk to, how hard dashboards are to build, and whether data can be exported.
Commercial: Laura confirmed Growth includes 40 users and 8 connectors, with two connectors in use and six spare. Megan asked about adding connectors later, which is the only expansion signal on the call.
Watch: Laura left user growth to the customer ("bring more users on as you feel ready"). The call does not show how many users were active, and it raises no concern about price or a rival.
Themes
Current to 9 Oct 26Theme
Growth tier onboarding training
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- The customer success manager reaches out the following week for a proper handover.
Risks
Current to 9 Oct 26- Wider adoption was left to the customer to drive, with no named plan to bring more users on.
Opportunities
Current to 9 Oct 26- Six unused connectors on Growth and 40 included users give room to expand, and Megan asked about adding connectors.
Transcript
Laura Penhaligon NoneRight, thanks for joining, both. I know you've been in the brain a bit, but today I want to give you a proper walkthrough so you feel confident with everything. Sound good?
Rebecca Oakes NoneYeah, we're ready.- Laura Penhaligon NoneBrilliant. So the brain is basically one searchable layer over all your connected systems. You've got your helpdesk tickets and your CRM practice data all in one place now. Let me share my screen and show you how to search. Have I got your permission to record this?
Megan Statham NoneYeah, that's fine.- Laura Penhaligon NoneRight, so here's the search bar. You can just type in what you're looking for. Rebecca, you mentioned wanting to find patient complaints by practice. Watch this. I'm going to search for complaints from the Derby location. The brain automatically searches across all your data and brings back relevant tickets and records. You see how it found thirteen complaints from that practice in the last month? That would normally mean digging through two systems. Here it's instant.
- Rebecca Oakes NoneThat's really useful. So I can do this for any practice?
- Laura Penhaligon NoneAny practice, any data point. You can filter by date, by severity, all sorts. Now, the next thing is the query builder. This is where you get a bit more powerful. Instead of searching, you can build queries. For example, if you want to see suppliers with the most open tickets, you'd do this. I'm clicking the query button, selecting suppliers, filtering for open tickets, and sorting by count. And there you go, you can see which suppliers are generating the most tickets for you.
- Megan Statham NoneSo I could use this to identify suppliers we need to talk to?
- Laura Penhaligon NoneExactly. That's a common use case. And you can save that query so you run it every week. It'll take you thirty seconds. Now, dashboards. This is where you can visualize your data. I've created a template here. It shows complaints by practice, by severity, and trends over time. You can build your own dashboards too. Megan, when you're comfortable, you could build custom ones for different teams.
- Megan Statham NoneHow hard is it to build them?
- Laura Penhaligon NoneDead easy, honestly. You drag and drop widgets, pick what data you want visualized, and that's it. I'll do a quick one now so you see. Say I want to track new complaints per week. I'm going to add a line chart, select complaints, group by week created, and boom. There's a dashboard showing you the trend.
- Rebecca Oakes NoneCan other people see that?
- Laura Penhaligon NoneYep, you control who sees what. You can keep it private or share it with your team, specific people, whoever. Okay, any questions so far?
- Megan Statham NoneCan I export the data?
- Laura Penhaligon NoneYou can export search results and query results as CSV. Not the whole brain obviously, but anything you've queried or searched, yeah. Right, let me show you a few more things quickly. Chat, you can also just chat with the brain. Ask it questions in natural language and it'll try to answer. It's not perfect, but it's getting better. You type in something like 'how many complaints this week', and it'll try to answer.
- Rebecca Oakes NoneDoes it usually get it right?
- Laura Penhaligon NoneMost of the time for simple questions. If you ask something really specific or complex, it might not nail it, but it's a good starting point. Okay, so to recap: search for quick lookups, query builder for complex analysis, dashboards for visualization, and chat for natural language. You've got 40 users, so as you bring more people on, each of them can use these tools. Questions?
- Rebecca Oakes NoneWhat if we have an issue or something breaks?
- Laura Penhaligon NoneYou'll have a customer success manager who does regular check-ins. If something's broken, you can create a support ticket and my team will pick it up. For urgent stuff, there's a help button in the brain that creates a priority ticket. But generally, it's pretty stable.
- Megan Statham NoneWhat about adding more connectors later? Can we?
- Laura Penhaligon NoneAbsolutely. You've got 8 connectors included on the Growth tier. You're using two now, so you've got six more you can add whenever. Just talk to your success manager and we'll set them up.
- Rebecca Oakes NoneGood to know. I think we're good then.
- Laura Penhaligon NonePerfect. So, next steps: you've got your training now, you know how to use the brain. Bring more users on as you feel ready. Your customer success manager will reach out next week to do a proper handover. Anything that's urgent, get in touch with me. Sound good?
- Rebecca Oakes NoneYeah, that's great. Thanks, Laura.
- Megan Statham NoneCheers.
- Laura Penhaligon NoneCheers, both. Good luck with it.
Callsmade from