Quennell Harte / BB-Demo – Training
Callcompleted
Quennell Harte: documents · 2026-08-18 11:45
Training call after the four connectors went live. The customer said the brain replaces manual fee-position work. Ben asked about restricting financial data and adding connectors, both of which point to Growth.
What was said
What this says
Current to 11 Oct 26Training call after the four connectors went live. The customer said the brain replaces manual fee-position work. Ben asked about restricting financial data and adding connectors, both of which point to Growth.
What happened: Laura Penhaligon trained Ellie Rowcliffe and Ben Tozer on search, chat, saved searches and the admin panel. Ben confirmed all four connectors came through and the data is indexed.
Customer view: Ellie said the invoice and fee-position view was what they really needed, as they had been doing it manually.
Commercial: Ben asked about restricting financial data, which is a Growth feature. He also asked about extra connectors, where Growth gives eight against four on Starter.
Watch: Ellie asked how stable it is for day-to-day use. Laura quoted 99.5 per cent availability and a four business hour first response on Starter.
Themes
Current to 9 Oct 26Theme
Training, value and Growth features
Importance
upsell
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 send the training library and troubleshooting guide.
- Amara to schedule the first check-in with Ellie Rowcliffe and discuss any Growth upgrade.
Risks
Current to 9 Oct 26- Everyone with access sees all connector data on Starter, which may become a concern for financial data.
Opportunities
Current to 9 Oct 26- Fine-grained permissions and eight connectors are Growth features the customer has already asked about.
Transcript
Laura Penhaligon NoneRight, afternoon everyone. How are we all doing?
Ellie Rowcliffe NoneGood, thanks. The connectors went live over the weekend, so we're quite excited to see what this can do.- Laura Penhaligon NoneExcellent. Ben, all four came through okay?
Ben Tozer NoneYeah, no issues. The data's all indexed.- Laura Penhaligon NonePerfect. Right, so today is about showing you how the brain works and how your teams will actually use it day to day. Let me share my screen. I'm going to start with a simple question, something your delivery team might ask. 'Show me all active projects for the Bristol hospital client.'
- Laura Penhaligon NoneWhat you're seeing is the brain searched across your CRM, your call recordings and your project data, and it's pulled all the active projects for that one client. You can see start dates, current status, and if you click through here, it links to the calls we've had with them.
- Ellie Rowcliffe NoneSo it's already pulled the calls automatically?
- Laura Penhaligon NoneAutomatically every night. And now, this is the clever bit: if someone asks 'what's the fee position on that project', it'll pull the invoices from your accounting system and show you what's been billed and what's outstanding.
- Ellie Rowcliffe NoneThat's what we really needed. We were doing that manually.
- Laura Penhaligon NoneThat's exactly what it's built for. So instead of logging into your CRM, your emails, your accounting system, it's all in one place. Ben, from your side, you can manage who has access and add new users as you need them, up to your fifteen-user limit.
- Ben Tozer NoneCan I restrict access? Like, some users shouldn't see financial data?
- Laura Penhaligon NoneThat's actually a Growth feature, fine-grained permissions. On Starter, everyone with access sees everything the connectors pull. But if you grow and want that, it's there.
- Ben Tozer NoneFair enough. What about adding a new connector later? Like if we bring in another system?
- Laura Penhaligon NoneYou can add up to four, as you know. If you need more than that, that's where an upgrade to Growth comes in, you'd get eight. But you'd need to chat to Amara about that. For now, the four you've got cover project, client and finance data pretty well.
- Ellie Rowcliffe NoneAnd the team, how do they actually ask questions? Is there a UI or do they type?
- Laura Penhaligon NoneBoth. You've got a search box where you type in natural language, no SQL, no complexity. There's also chat, where you can have a back-and-forth conversation with the brain, asking follow-up questions. And there are saved searches: things your team asks regularly, you can bookmark them and re-run them with new dates or client names.
- Ben Tozer NoneHow do I add new users?
- Laura Penhaligon NoneYou log into the admin panel, I'll show you that in a moment: add their email, and they get access. They'll need to authenticate with your Microsoft account or Google account, depending on what you use.
- Ellie Rowcliffe NoneIs there training documentation or videos we can share with the team?
- Laura Penhaligon NoneAbsolutely. I'll send you the library after this call. There's a getting-started guide, video walkthroughs, and a FAQ. Plus Amara's your first port of call if anyone gets stuck. On Starter you get a six-monthly check-in with her, so she'll be in touch to make sure everything's clicking.
- Ben Tozer NoneRight. And if something breaks, like the Salesforce connector stops pulling data?
- Laura Penhaligon NoneThere's an alert system. If a connector hasn't synced in the last day, you'll get an email. Usually it's permissions on the other end: your Salesforce admin changed something, or someone reset a token. I'll send you a troubleshooting guide, but it's rare.
- Ellie Rowcliffe NoneHow stable is this in practice? Are we relying on this for day-to-day?
- Laura Penhaligon NoneOn Starter you're at 99.5 per cent availability. We do nightly maintenance, but it's usually after business hours your time. You can rely on it. If there is an issue and you're waiting on an answer, the first response time is four business hours, we're pretty responsive.
- Ben Tozer NoneOkay, that's reassuring.
- Laura Penhaligon NoneRight, any final questions before I walk through the admin panel?
- Ellie Rowcliffe NoneI don't think so. When does Amara take over?
- Laura Penhaligon NoneOfficially from Monday. She'll be in touch to schedule your first check-in. I'll make sure she's got everything she needs from today.
- Ben Tozer NoneCheers.
- Laura Penhaligon NoneRight, let me show you the admin panel now. This is where you manage users and connectors.
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