Kadewerk Software / BB-Demo – Training
Callcompleted
Kadewerk Software · 2025-09-01 10:45
Laura Penhaligon trained Sanne de Wit on saved queries, exports and dashboards. Sanne was positive and found it useful. CSM handover to Marcus Bell was planned for the end of September.
What was said
What this says
Current to 13 Oct 26Laura Penhaligon trained Sanne de Wit on saved queries, exports and dashboards. Sanne was positive and found it useful. CSM handover to Marcus Bell was planned for the end of September.
What happened: On 1 Sep 2025 Laura walked Sanne through the chat, the search builder and the dashboard builder. They built and saved a query called 'Silent customers with tickets' and exported it.
Customer view: Sanne said the first question she asked returned useful results quickly. She called the saved query really useful and said she felt they had a handle on using it.
Commercial: Sanne is on Starter with 15 users included. Dashboard building is usually an admin task, and Yara controls that permission.
Watch: Laura said Marcus Bell would take over the CSM relationship around the end of September and run the six-monthly check-in. Laura tied the value conversation to the renewal story, so the handover needs to carry that forward.
Themes
Current to 9 Oct 26Theme
Starter onboarding training
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- Sanne to build and save her own queries and test the silent-customers list weekly or monthly.
- Marcus to ask Sanne after a week or two what value she is getting.
Risks
Current to 9 Oct 26- Handover from Laura to Marcus around the end of September could lose momentum in the early weeks.
- Dashboard building depends on Yara as admin, so wider use may stay narrow.
Opportunities
Current to 9 Oct 26- The saved silent-customers query gives Sanne a concrete value story ahead of the renewal.
Transcript
Laura Penhaligon NoneHi Sanne. Have you had a chance to play around with the brain since we gave you access?
Sanne de Wit NoneYeah, a bit. I asked it a question about customers with low activity and it actually came back with useful results. Surprised me how quick it was.- Laura Penhaligon NoneRight? So that's the point. Now let me walk you through what you can do systematically. Let me share my screen and I'll show you how to build a more structured query and then how to save it.
- Sanne de Wit NoneOkay, go for it.
- Laura Penhaligon NoneSo you're looking at the chat interface. You've got three ways to interact: you can ask in plain English like you've been doing, you can use the search builder for more precision, or you can look at the dashboards that are already built in. Let me start with the search builder because that's where you'll get the most control. It's this panel on the left.
- Sanne de Wit NoneI've seen that. Is that where I set filters?
- Laura Penhaligon NoneExactly. So let's build your ticket and activity query step by step. First filter, I want customers who are active in HubSpot but inactive in usage. So what fields would you want to look at? You've got created date, contract value, location, what matters?
- Sanne de Wit NoneProbably last login or activity date. And maybe customer size.
- Laura Penhaligon NoneGood. So I'll click on, here, activity date. And I can set a threshold. Let's say last activity more than thirty days ago. Watch how it updates the result set. You're now looking at seventy-three customers with no usage in the last thirty days. Now I'm going to add a second filter, these customers must have support tickets in that same period. Clicking on Zendesk, ticket created date, last thirty days. Now you're down to, seventeen customers. That's your correlation set.
- Sanne de Wit NoneSo those seventeen customers went quiet and also opened a ticket?
- Laura Penhaligon NoneThat's one narrative. Could be they stopped using because they hit a blocker. Could be they opened tickets because they were struggling. But that's the pattern. Once you've got this query, you can save it, call it something, and come back to it every week or month and see if the list is changing.
- Sanne de Wit NoneThat's actually really useful.
- Laura Penhaligon NoneRight. So let me show you how to save this. I'm clicking save, you name it, let's call it 'Silent customers with tickets', and now you can retrieve it any time. And the second thing you can do is export the results. So you've got seventeen customers: you can download that list and share it with your team, feed it into your CRM if you want, whatever. Let me show you that, you click here, it'll download as a CSV.
- Sanne de Wit NoneOkay. And what about dashboards?
- Laura Penhaligon NoneGood question. So you've got a couple of built-in dashboards in the Starter tier, overview metrics, that sort of thing. But you can also build your own. Let me show you. This is the dashboard builder, I'll create a simple one. So I'll add a card, let's make one that shows ticket volume by customer segment. Click add card, choose Zendesk, ticket count, group by, customer segment from HubSpot. Boom, there's your dashboard card. You can save this, resize it, share it with your team.
- Sanne de Wit NoneCan multiple people build dashboards?
- Laura Penhaligon NoneYou're on Starter, so you've got 15 users included. Anyone on that licence can see the dashboards that are built, but building new ones, that's usually an admin thing. You can grant dashboard edit permissions if you want, but Yara can control that.
- Sanne de Wit NoneRight. Is there a limit on how many dashboards we can build?
- Laura Penhaligon NoneNo hard limit. Just don't go mad, I mean, theoretically you could build a thousand but after about five or six you're probably getting into diminishing returns. Keep them focused on actual questions you need answered.
- Sanne de Wit NoneThat makes sense. Anything else I should know?
- Laura Penhaligon NoneData refreshes nightly. So if you run a query at 4 p.m., the data in the brain is from last night. It's not real-time but it's fresh. If you've got urgent questions mid-day, you're pulling live data from the sources themselves but it's a bit slower. The overnight refresh is the fast path. Otherwise just experiment. Ask it silly questions, silly questions lead to good insights. And, if you get stuck, let me know or flag it to Marcus once I've handed over.
- Sanne de Wit NoneWill you be handing over soon?
- Laura Penhaligon NoneYeah, probably end of September? Once you've had a couple of weeks to settle in and you're comfortable asking queries. Marcus will take over the CSM relationship and he'll do your six-monthly check-in. But if you've got technical issues during that transition, happy to help out.
- Sanne de Wit NoneGreat. And this has been useful, honestly. I feel like we've got a handle on how to use it now.
- Laura Penhaligon NoneBrilliant. Go and explore. Build that query we talked about and see what stories the data tells you. Once you've got a week or two under your belt, Marcus will want to hear how it's going and what value you're getting. That'll be the renewal story down the line.
- Sanne de Wit NoneThanks, Laura. Really helpful.
- Laura Penhaligon NoneCheers. Speak soon.
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