Tannahill Systems / BB-Demo – Training
Callcompleted
Tannahill Systems: documents · 2023-05-30 14:15
Tobias Renwick trained Kenny Lockhart and Scott Galbraith on search, dashboards and chat for 15 licensed users. Kenny called the manual work it replaces a game-changer. No commercial discussion.
What was said
What this says
Current to 11 Oct 26Tobias Renwick trained Kenny Lockhart and Scott Galbraith on search, dashboards and chat for 15 licensed users. Kenny called the manual work it replaces a game-changer. No commercial discussion.
What happened: Tobias walked Kenny and Scott through search, dashboards and chat for the support team's 15 licensed users. He covered nightly refresh, Snowflake ownership and the helpdesk connector.
Customer view: Kenny wants the team finding similar tickets and spotting trends. He said "This is what we've been doing by hand."
Watch: Tobias warned that if the connector stops, the data goes stale and answers become less useful. He suggested checking it weekly in the early days and measuring a task before and after.
Commercial: No price, renewal or rival was raised. The call sets up adoption, which later feeds the value case for the renewal.
Themes
Current to 9 Oct 26Theme
Onboarding training for support
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tobias Renwick to send Kenny Lockhart a login link and the follow-up details after the call.
- Kenny Lockhart's team to measure a specific task now and repeat it in a few weeks to show the difference.
Risks
Current to 9 Oct 26- If the helpdesk connector stops loading, the data goes stale and the team loses trust in the answers.
- Only one person is suggested to learn the brain first, which could leave adoption resting on one user.
Opportunities
Current to 9 Oct 26- Dashboards are a clear next use for ticket volume and resolution times, which would show investment by the customer.
Transcript
Tobias Renwick NoneHi Kenny, Scott, can you both hear me?
Kenny Lockhart NoneYes, loud and clear.
Scott Galbraith NoneGood here.- Tobias Renwick NoneRight, so today we're walking through how to use the brain for your support team. You've got 15 users licensed, and the goal is to get them comfortable with search and dashboards over the next couple of weeks. Sound good?
- Kenny Lockhart NonePerfect. We want to get the team using it for finding similar tickets and spotting trends.
- Tobias Renwick NoneGood. Let me share my screen. So the brain has three main ways to interact: search, dashboards, and chat. Most teams start with search. You type a natural question..."show me unresolved tickets from this week", and the brain works out what fields it needs and brings back results.
- Scott Galbraith NoneCan we search all our historical data?
- Tobias Renwick NoneYes. Everything from when you connected your helpdesk integration is indexed and searchable. You can find patterns, which agent handled certain issues, whatever you need.
- Scott Galbraith NoneHow often does the data refresh?
- Tobias Renwick NoneNightly. So by tomorrow morning, everything from today will be in there. There's a slight lag: you won't see today's tickets until tomorrow: but after that, it's all current and searchable in seconds.
- Kenny Lockhart NoneThis is what we've been doing by hand. That's a game-changer. What about dashboards?
- Tobias Renwick NoneDashboards let you build visual reports without code. Pick a metric, set a time range, add filters if you want. The brain builds the chart. Your team might want ticket volume by week, or resolution times by agent.
- Scott Galbraith NoneHow many can we build?
- Tobias Renwick NoneAs many as you need. Twenty or thirty is typical, but there's no hard limit.
- Kenny Lockhart NoneAnd this all lives in our Snowflake account? We own the data?
- Tobias Renwick NoneCompletely. The brain runs inside your Snowflake account. We have no access to the data. If you cancel, the brain stops, but your data stays.
- Scott Galbraith NoneHow does the connector to our helpdesk work?
- Tobias Renwick NoneWe set up an API or connector that pulls data on a schedule and loads it to your Snowflake. Your credentials stay on your side, we never see them. That's the design.
- Kenny Lockhart NoneWhen can we start?
- Tobias Renwick NoneYou're ready now. I'll send you a login link after this call. I'd suggest one person from your team gets familiar first, then walks the rest through it.
- Scott Galbraith NoneIf we have a question or something goes wrong?
- Tobias Renwick NoneLog it with our support team. They'll get back to you with a standard response time. There's also documentation and a help guide for common questions.
- Kenny Lockhart NoneOne more thing, how do we know if it's actually working?
- Tobias Renwick NoneBest way is to pick a specific task, like "how long does it take to find a similar ticket?", measure it now, then try it again in a few weeks with the brain. The difference is usually clear. Keep notes and we can talk about it at your next check-in.
- Scott Galbraith NoneAnything we should watch out for?
- Tobias Renwick NoneMake sure the connector keeps running and pulling fresh data. If it stops, the data goes stale and answers become less useful. Check on it weekly in the early days. Your admin can see the status in settings.
- Kenny Lockhart NoneThat's really helpful. I think we're ready. Thanks, Tobias.
- Tobias Renwick NoneYou're welcome. I'll send those details now. Reach out if the team has questions, and we'll check in in a few weeks. Best, Tobias.
- Scott Galbraith NoneCheers.
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