Bayard Lane Payments / BB-Demo – Training
Callcompleted
Bayard Lane Payments: documents · 2026-05-15 15:45
Hamza Akhtar trained Monique Fairley and Javier Ortiz on search, dashboards, exports and refresh timing. Both ran a successful first question and were told they were live that day. No commercial discussion.
What was said
What this says
Current to 11 Oct 26Hamza Akhtar trained Monique Fairley and Javier Ortiz on search, dashboards, exports and refresh timing. Both ran a successful first question and were told they were live that day. No commercial discussion.
What happened: Hamza walked Monique and Javier through search, the dashboards builder, exports and saved questions. Both ran a live query on Bayard Lane's own data and confirmed the results.
Customer view: Monique said the call volumes result matched what she knows and was really helpful. She wants a weekly SLA check, which fits the dashboards builder.
Watch: Only two customer people attended, though Monique expected the whole merchant success team. Hamza asked them to flag anyone using the brain alone, so the evidence does not show how widely it was adopted.
Next: Hamza said he would return in a week, and Amara Obi is the named CSM for adoption and strategy.
Themes
Current to 9 Oct 26Theme
Go-live training session
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- Hamza Akhtar to follow up with the team about a week after go-live.
- Amara Obi to pick up adoption and strategy with Monique Fairley.
Risks
Current to 9 Oct 26- Only two customer people attended, so wider team adoption is not shown.
- Weekly SLA checks may depend on one or two users building the habit.
Opportunities
Current to 9 Oct 26- A weekly SLA dashboard could become a visible value case at renewal.
Transcript
Hamza Akhtar NoneMonique, Javier, great to have you both. We're at the training week now. Seventy-six minutes and I want to walk your whole team through what the brain does and how to use it.
Monique Fairley NoneBrilliant. So everyone on merchant success is going to be on this call?- Hamza Akhtar NoneThat's the plan, and Dana if she wants to join. Let me start with the basics. The brain is a search layer on top of your data. You ask it questions in plain English, and it pulls answers from Salesforce, calls, tickets, finance, all at once.
- Monique Fairley NoneThat's what we loved about the demo.
- Hamza Akhtar NoneRight. So first thing, logging in. You all have credentials already. Let me walk you through the home page. See the search bar at the top? That's where you type your question.
Javier Ortiz NoneWhat if I ask it something it can't answer?- Hamza Akhtar NoneGood question. It'll tell you. It says 'I don't have data for that' or 'I need a bit more context'. You can refine the question and ask again. It's not magic, it's only smart about the data you've given it.
- Hamza Akhtar NoneSo let me give you some real examples from your data. Monique, you wanted to see platform volumes by merchant, right?
- Monique Fairley NoneYeah.
- Hamza Akhtar NoneI'll type 'Show me volumes for each platform.' Watch what happens on my screen.
- Hamza Akhtar NoneSo it parsed that, found the platform field and the volume data, and it brought back a table. Rows are platforms, columns are months. You can sort it, filter it, export it as a CSV.
- Javier Ortiz NoneAnd if I want to see just one platform?
- Hamza Akhtar NoneYou ask it that way. 'Show me volumes for the education platform.' It'll filter for you.
- Hamza Akhtar NoneSecond thing, dashboards. Monique mentioned you want to track SLAs. Let me show you the dashboards builder. You don't need to code anything: you pick the question you want, you pick how you want to visualise it, and you save it.
- Monique Fairley NoneSo I could build one for my team's performance, and everyone could see it?
- Hamza Akhtar NoneExactly. You build it once, then you can share it with whoever needs it. It updates every morning, fresh data by seven AM.
- Hamza Akhtar NoneQuestions so far?
- Javier Ortiz NoneCan I download the data?
- Hamza Akhtar NoneYes. Every result has an export button. CSV, JSON, whatever you need.
- Hamza Akhtar NoneThird thing, search history. Every question you ask is saved, so you can come back to it later. And you can save your favourite questions, sort of like a bookmark.
- Monique Fairley NoneThat's really useful. So I could set up a weekly SLA check?
- Hamza Akhtar NoneAbsolutely. You ask it once, you save it, then every Monday you click it and you get this week's data.
- Hamza Akhtar NoneNow, a couple of warnings. The data refreshes overnight, by seven AM every business day. If you ask a question at midnight, you're getting yesterday's data. That's by design, because we're making sure every system has synced properly.
- Javier Ortiz NoneWhat if a system goes down, say Salesforce is down?
- Hamza Akhtar NoneThe brain still works, but you won't have new Salesforce data. If Salesforce is down on a Tuesday, the Wednesday refresh will have Tuesday's old data. Once Salesforce comes back, we'll catch up the same day.
- Hamza Akhtar NoneSo the key thing is, the brain is only as fresh as your slowest system. Usually that's fine, but good to know.
- Monique Fairley NoneThat makes sense.
- Hamza Akhtar NoneOne more thing, if something feels wrong, you tell us. And if you're asking questions nobody else is asking, like you're the only one on your team using it, flag that too. It's not a sign of failure; we just need to know so we can help.
- Javier Ortiz NoneMakes sense.
- Hamza Akhtar NoneAlright. Time to try it. I'm going to stay on the call for the next half hour and you're all going to try a search, build a quick dashboard, and ask me anything that doesn't work. Who wants to go first?
- Monique Fairley NoneI will. I want to ask about calls by platform, how many calls per platform last month.
- Hamza Akhtar NonePerfect. Type 'Calls per platform for last month' and see what you get.
- Monique Fairley NoneOkay, I've got it. I see the data.
- Hamza Akhtar NoneNice. And does that look right?
- Monique Fairley NoneYeah, it matches what I know. Really helpful.
- Hamza Akhtar NoneBrilliant. Javier, your turn.
- Javier Ortiz NoneI want to see ticket volume by platform and status.
- Hamza Akhtar NoneGo for it.
- Javier Ortiz NoneGot it. That worked.
- Hamza Akhtar NoneExcellent. So you've both asked a question and you're both alive. You go home tonight knowing you can use this thing. Any last questions before we wrap?
- Monique Fairley NoneWho do I call if something breaks?
- Hamza Akhtar NoneYour CSM is Amara. You'll get her details in the welcome pack: email, phone, all of that. For technical things, me and my team. For adoption and strategy, Amara. Any of us will point you to the right person.
- Javier Ortiz NoneGood to know.
- Hamza Akhtar NoneYou're live as of today. Start using it, build some dashboards, ask your questions. I'll be back in a week to see how you're getting on. Well done, you two.
- Monique Fairley NoneThanks, Hamza. Really excited now.
- Javier Ortiz NoneSame. Thanks.
- Hamza Akhtar NoneCheers. Speak soon.
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