Ellerby Dental Group / BB-Demo – Check In
Callcompleted
Ellerby Dental Group: documents · 2026-02-02 16:30
Rebecca Oakes said adoption across the group is slower than hoped, with about ten people asking questions each week. Data is fresh, no tickets were raised, and complaints analysis is delivering value. No dashboards yet.
What was said
What this says
Current to 11 Oct 26Rebecca Oakes said adoption across the group is slower than hoped, with about ten people asking questions each week. Data is fresh, no tickets were raised, and complaints analysis is delivering value. No dashboards yet.
What happened: Amara Obi, Customer Success Manager, met Rebecca Oakes, Head of Practice Operations, for the first time on 2 Feb 2026. Rebecca described regular but narrow use, with about ten people asking questions each week.
Customer view: Rebecca called the core system stable and said data refreshes overnight without issues. She works out how-to questions herself instead of logging tickets, so zero tickets understates friction.
Commercial: Only the CRM and support system connectors are live, and HR data is a later idea. Dashboards, a Growth feature, have not been started, which is headroom to build on.
Watch: Amara cited about eleven active users, a slight decline of around five per cent on last quarter, against 40 included users on Growth. The next check-in is set for August.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Amara Obi to send Rebecca Oakes a calendar invite for August and a summary of the call.
- Rebecca Oakes to flag how-to questions to BB-Demo rather than solving them alone.
- Amara Obi to help Rebecca scope a dashboard trial with one or two practices.
Risks
Current to 9 Oct 26- Adoption across the group is slower than the customer hoped, and active users dipped slightly on the prior quarter.
- How-to questions are not logged as tickets, so friction is invisible to BB-Demo.
- No dashboards built yet, so little visible customer investment in Growth.
Opportunities
Current to 9 Oct 26- Per-practice dashboards under Growth, piloted with a keen practice or two next quarter.
- An HR data connector to link staff to complaints, which Rebecca raised as a later step.
- A lunch-and-learn to spread use beyond the current core team.
Transcript
Amara Obi NoneHi Rebecca, thanks for making the time. I'm Amara, customer success manager here at BB-Demo. Good to meet you.
Rebecca Oakes NoneHi Amara, yes, good to meet you too. How's things?- Amara Obi NoneAll good. So we're just into February, and I wanted to check in on how you're getting on with the brain after a few months. What would good look like for Ellerby this quarter?
- Rebecca Oakes NoneWell, I'd say we're still finding our feet a bit. The team's using it regularly, but adoption across the whole group has been slower than I'd hoped. We've got maybe ten people actively asking questions every week.
- Amara Obi NoneOK, that's useful context. And has that been consistent, or has it changed at all?
- Rebecca Oakes NonePretty steady over the last couple of months, yeah. Maybe a slight dip in January, but nothing dramatic.
- Amara Obi NoneRight. Here's what the numbers say: we're running about eleven active users on average over the last month, and that's a slight decline from last quarter, around five per cent, but it's stable, not a cliff. And I'm looking at support tickets, and you've raised zero in the last month. Are you finding workarounds, or is the system just working?
- Rebecca Oakes NoneA bit of both, honestly. The core system is stable. But when people have questions about how to search for something or how to interpret the data, I tend to work it out myself rather than reaching out. Which, you know, in hindsight I probably should log those, it might help you see where people get stuck.
- Amara Obi NoneYeah, actually, do flag those next time. That's genuinely useful input for us. Now, which connectors have you got running? Just CRM and your support system, or more than that?
- Rebecca Oakes NoneCRM and the support system, yeah. Those are the two we started with. We've talked about pulling in HR data down the line, staff linked to complaints, but that's something for later.
- Amara Obi NoneFair enough. That's something you can spin up pretty quickly when you're ready. And what's the question the team's been asking the brain most? What do they really want to know?
- Rebecca Oakes NoneComplaints about specific practices, mainly. Where they're coming from, what they're about, whether they tie to staffing issues at that practice. That's been genuinely useful, because before we were just seeing them scattered across our systems.
- Amara Obi NoneThat's exactly the kind of thing the brain's built for. And has anyone asked about dashboards yet, or building their own views?
- Rebecca Oakes NoneNot yet. We're still in the exploration phase, really.
- Amara Obi NoneRight. Well, that's a Growth feature you've got, and when you're ready, you could build a dashboard for each practice showing their complaints and performance metrics. They'd see their own data instead of waiting for you to pull it together. Might be worth experimenting with a keen practice or two in the next quarter. Let me get next check-in in the diary, we typically do these every six months, so that'd be sometime in August. Does that work?
- Rebecca Oakes NoneYes, August sounds good.
- Amara Obi NoneBrilliant. One thing I want to confirm: the data you're seeing, is it fresh? Or are you noticing a lag of a day or so?
- Rebecca Oakes NoneNo, it's fresh. Seems to refresh overnight without any issues.
- Amara Obi NonePerfect. So to recap: you're steady on adoption, your core connectors are working well, data's fresh, and you're getting real value out of joining complaints with practice performance. The next play is probably spreading adoption: maybe a team lunch-and-learn or a quick win on dashboards, and I'm here to help with either. Then we pick this up properly in August. Sound right?
- Rebecca Oakes NoneYes, that sounds right to me.
- Amara Obi NoneGreat. I'll send you a calendar invite for August and a quick summary of what we've talked about today. Anything else I should know?
- Rebecca Oakes NoneNo, I think that covers it. Thanks, Amara.
- Amara Obi NoneCheers, Rebecca. Speak soon.