Kadewerk Software / BB-Demo – Onboarding
Callcompleted
Kadewerk Software: documents · 2025-08-20 13:30
Onboarding session to bring the helpdesk and scheduling connectors live. Sanne de Wit saw value in customer history. Email and knowledge base connectors were due the following week.
What was said
What this says
Current to 12 Oct 26Onboarding session to bring the helpdesk and scheduling connectors live. Sanne de Wit saw value in customer history. Email and knowledge base connectors were due the following week.
What happened: Laura Penhaligon walked Yara El Idrissi and Sanne de Wit through login, search and chat on the first two connectors. She explained the nightly refresh by 07:00 and the first-response time of four hours.
Customer view: Sanne said that seeing a customer's history means the team can see why a customer is upset, not just the current ticket. She expects usage to click once people start.
Commercial: The account has 15 seats and Yara is the only admin named on the call. Email and knowledge base connectors were due the following week.
Watch: Users were told data lags by up to 24 hours. The evidence does not show whether the later connectors went live.
Themes
Current to 9 Oct 26Theme
Onboarding first connectors live
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to take Sanne and Yara through the email and knowledge base connectors once live, due the following week.
- Sanne's team to start with one or two searches they care about, then expand.
Risks
Current to 9 Oct 26- Yara is the only admin named on the call, so adoption depends on one person.
- Users were told data lags by up to 24 hours, which may surprise people expecting live data.
- Only two of four connectors were live, and the evidence does not show when the others went live.
Opportunities
Current to 9 Oct 26- Sanne sees value in a full customer history, which supports a case for wider use.
- Email and knowledge base connectors would deepen use once live.
Transcript
Laura Penhaligon NoneRight, can everyone see the screen? Yara, Sanne, good?
Yara El Idrissi NoneYep, I can see it.
Sanne de Wit NoneYeah, all good here.- Laura Penhaligon NoneBrilliant. So today we're going to get your first two connectors live, the helpdesk and the scheduling system. I've already done the back-end setup, so now it's about testing the data and making sure you can log in and search.
- Yara El Idrissi NoneOkay, so what do I need to do?
- Laura Penhaligon NoneSo first, let me send you a login link. You'll use that to create a password and get into the brain.
- Yara El Idrissi NoneOkay, got it. I'm in.
- Laura Penhaligon NoneGood. So what you're looking at now is the home screen. You've got search up here, and chat. Let me walk you through a quick query. Watch this, I'm going to search for 'high priority tickets opened in the last seven days'.
- Laura Penhaligon NoneSee, it's pulling from your helpdesk connector, showing you all the high-priority tickets. That data was last refreshed last night. Any questions?
- Sanne de Wit NoneHow do we know it's fresh?
- Laura Penhaligon NoneGood question. The brain refreshes every night by 07:00. So what you're seeing is yesterday's data. If something changes in your helpdesk today, you'll see it tomorrow morning.
- Yara El Idrissi NoneGot it. So it's a lag of up to 24 hours.
- Laura Penhaligon NoneExactly. That's how we keep the system stable and performant. Now let me show you search. This is just a free-form text search if you want to find something specific. Type anything in here and it'll search across all the data you've connected.
- Laura Penhaligon NoneSay you're looking for a specific customer or a type of issue, you just ask. Chat is similar, you can have a back-and-forth conversation with the brain. It'll remember context within a chat thread.
- Sanne de Wit NoneHow much data can it search?
- Laura Penhaligon NoneGood question. You've got 15 seats. Each person can see all the data, but there's no restriction on volume. It scales with whatever you're pulling in from your connectors.
- Laura Penhaligon NoneAdmins, that's Yara: can manage users, connectors, and settings. Regular users just log in and search or chat. You'll get first response on any issues within four hours.
- Laura Penhaligon NoneOne thing to remember, the data refreshes nightly by 07:00. So if something changes during the day, you'll see it the next morning. That's how we keep the system stable.
- Sanne de Wit NoneWhen do the other two connectors go live, email and knowledge base?
- Laura Penhaligon NoneShould be next week. I'm testing those now. Once they're live, you'll get the same walkthrough and you'll be able to search across everything.
- Laura Penhaligon NoneRight, let me show you what a typical workflow looks like. Say you get a customer escalation. You'd come in here, search for that customer, and the brain pulls up their history: tickets, interactions, usage patterns. All in one place.
- Sanne de Wit NoneSo we can actually see why a customer is upset, not just the current ticket.
- Laura Penhaligon NoneExactly. And that's where the value is. You're not reacting to the ticket; you're understanding the customer. That's powerful for your team.
- Sanne de Wit NoneI can see that. What if someone asks a question the brain doesn't understand?
- Laura Penhaligon NoneIt does its best to parse it. But sometimes you need to be specific, like 'customers' or 'tickets' or 'unresolved'. The more structured your question, the better the answer. We've got a help article on the best ways to phrase things.
- Laura Penhaligon NoneAnyone got questions at this point?
- Sanne de Wit NoneI think people are good. There's a lot there, but I think once they start using it, it'll click.
- Laura Penhaligon NoneYou'll learn by doing. My advice, start with one or two searches you care about and get comfortable with those. Then expand. We're here if you get stuck.
- Sanne de Wit NonePerfect. Anything else, Laura?
- Laura Penhaligon NoneI think that's it. Enjoy playing with it, and let me know if you hit any issues or if you need more detail on anything.
- Sanne de Wit NoneCheers, Laura.
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