Brimscombe Energy / BG-Demo – Training
Callcompleted
Brimscombe Energy · 7 Apr 2025 15:00
Laura Penhaligon trained Lee Hathaway and Nikhil Rao on chat, pages, roles, SSO and SCIM, load checks and dashboards. Both engaged and built working pages. Only a small slice of 180 licensed users had logged in.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon trained Lee Hathaway and Nikhil Rao on chat, pages, roles, SSO and SCIM, load checks and dashboards. Both engaged and built working pages. Only a small slice of 180 licensed users had logged in.
What happened: The 7 Apr 2025 training covered asking the brain full questions, saving pages, role-based access, the load status page and the dashboards builder. Lee built a monthly review list and a one-customer page during the call.
Customer view: Lee said the cross-team view was useful and that he would have gone into a meeting blind without it. Nikhil tested roles and page figures against the CRM and found they matched.
Commercial: Nikhil noted that only a small slice of the 180 licensed users had been in. Laura said teams are being added one by one, and collections is likely next. SSO and SCIM on the Enterprise plan are wanted but not yet switched on.
Watch: Nikhil plans to check the load history each morning for a couple of weeks. A flat record count means a broken source, so freshness is worth monitoring.
Themes
As at Fri 9 Oct 2026Theme
Training and adoption
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to send Nikhil the SCIM checklist first, then a short guide on wording questions.
- Nikhil Rao to start the group mapping review and finish the complaints role test.
- Laura to join a session with the collections lead once access is raised by ticket.
Risks
As at Fri 9 Oct 2026- Only a small slice of the 180 licensed users had logged in, so value depends on further teams joining.
- A source that stops loading would leave answers stale, which Nikhil intends to watch for with daily load checks.
Opportunities
As at Fri 9 Oct 2026- Collections is expected to join next, extending use across teams on the Enterprise licences.
- SSO and SCIM are available on the plan and Nikhil wants them once group mapping is tested.
Transcript
Laura PenhaligonHello, can you both hear me all right? I can see Lee, Nikhil, I think you're still muted.
Nikhil RaoHere. Closing a terminal. Afternoon.
Lee HathawayAfternoon, Laura. Yes, loud and clear. Sorry, I've just come out of a call with a customer who wanted to talk about their bills for forty minutes, so I'm slightly frazzled.- Laura PenhaligonHa, no, that's exactly the sort of thing we're going to look at today, so it's good timing. How's the week been otherwise?
- Lee HathawayBusy. Monday, so everyone's chasing everyone. Yourself?
- Laura PenhaligonFine, thanks, bit of rain, but that's London. Nikhil, you were about to say something.
- Nikhil RaoQuick one before we start. Overnight load, one table in the billing source came through with a renamed column. That's a schema change. I checked the load history, mapped the new name, re-ran it. Records are in. Nothing to do on your side.
- Laura PenhaligonGood, thanks for saying. And you did that this morning, not on a Friday, I hope.
- Nikhil RaoNever on a Friday.
- Laura PenhaligonRight. So here's what I'd like to do with the time. We've got a good hour and a bit. First part is for Lee and the key-account side: how to ask the brain proper questions, how to read the answer, how to save something useful. Second part is more for Nikhil: roles, who sees what, how to check the refresh, and the dashboards builder, which I think you'll both end up using. Does that work?
- Lee HathawayWorks for me. I should say I've been poking around a bit already, but mostly I type a customer name and see what comes back.
- Laura PenhaligonThat's a perfectly good start, honestly. Let me share my screen. Can you see the chat window?
- Lee HathawayYep. Bit small. Oh, that's better.
- Laura PenhaligonSo the thing to know is that chat isn't a search box. You can ask it a full question, the way you'd ask a colleague. Let me type one. Which of our corporate customers have a contract ending soon and an open complaint?
- Lee HathawayOh, that would save me an afternoon on a spreadsheet.
- Laura PenhaligonIt's pulling from the CRM, the contract records, the complaints queue. There. You see a list, and under each line there's a source. Click that and it takes you to the record it used.
- Lee HathawayRight. So I can see where it got it from. That's what I'd want, because if I tell a customer something and it's wrong, that's on me.
- Laura PenhaligonExactly. Always open the source before you quote anything externally. It's a habit worth forming now.
- Nikhil RaoWhich role is it reading as? Mine, or the one Lee has?
- Laura PenhaligonGood question. It's whoever's logged in. I'm in a demo role on your Snowflake account, so what you see in a minute is what that role is allowed to see. Lee gets what his role gets.
- Nikhil RaoFine. I'll test the key-account role separately. I don't want to assume.
- Laura PenhaligonPlease do. Lee, would you like to try one? Pick a real customer, one you know well, so you can tell if the answer's sensible.
- Lee HathawayOkay. Let me think. There's a multi-site customer I was on the phone with just now, actually. Can I ask it what they've said about their bills?
- Laura PenhaligonGo for it. Be specific. Say the customer, say what you want, say roughly when.
- Lee HathawayRight, I've typed: what has this customer said about their bills on calls and emails in the last few months. Oh. It's come back with a summary. And two calls and an email thread.
- Laura PenhaligonHow does it read to you? Does it match what you know?
- Lee HathawayMostly. It's got the dispute over the site charges, which I knew. But it's also found something one of the collections team said on a call that I didn't know about. That's, yeah. That's actually useful. I'd have gone into that meeting blind.
- Laura PenhaligonThat's the point of it, really. The collections team, the complaints team and you are all talking to the same business customer, and until now nobody saw the whole picture.
- Lee HathawayMm. That's been the problem for as long as I've been here.
- Nikhil RaoDoes that call content go to everyone? Which role has access to call transcripts?
- Laura PenhaligonIt's controlled by the Snowflake roles you've set up. Nothing in the brain overrides them. So if a role can't read the call tables, it won't get call content in an answer. We can look at that in the second half and you can check it properly.
- Nikhil RaoGood. That's what I need an auditor to be able to follow.
- Laura PenhaligonRight. Now, a few tips on wording, and then I'll let you both loose. If you get a vague answer, it's nearly always a vague question. Name the customer, name the thing, give it a time window. And if it says it can't find something, that's a real answer. It won't make something up to please you.
- Lee HathawayThat's reassuring, to be fair. I've used other tools that confidently tell you rubbish.
- Laura PenhaligonYeah. So, pages. If you get an answer you'll want again, you can save it as a page. Let me do that with the one Lee just ran. Top right, there. Give it a name.
- Lee HathawayCan I share a page with my team?
- Laura PenhaligonYou can. Anyone with the right role sees it, and it refreshes when the data refreshes. So it's not a screenshot, it's live.
- Lee HathawayBrilliant. Right, I'm going to build one for my corporate accounts, the review list, because I do that by hand every month.
- Laura PenhaligonGo on then. Take your time, I'll stay on mute. Shout if it does something odd.
- Lee HathawayOkay, sorry, I've got a list. It's got all my accounts. But it's put them in alphabetical order, and I'd rather have them by renewal date.
- Laura PenhaligonJust ask it. Say sort by renewal date, earliest first. It'll rewrite the page.
- Lee HathawayOh, that's done it. Nice. And I can add the open complaints next to each one?
- Laura PenhaligonSame again. Ask for it in words. You don't need to know where the field lives.
- Lee HathawayThat's, yeah, that's my monthly review list, done, in about ten minutes. I'm slightly annoyed with myself for how long I've been doing it by hand.
- Laura PenhaligonDon't be. It's the same for everybody at the start. Nikhil, you've been quiet. Anything from your side while Lee's got that open?
- Nikhil RaoJust checking one thing. His page. I ran it as the admin role and the numbers match the CRM. Tested it. Fine.
- Lee HathawayThank you, Nikhil, that's a relief, I'd have felt daft if it was wrong.
- Nikhil RaoIt wasn't.
- Laura PenhaligonRight, let's move to the second half. Lee, you're welcome to stay, the dashboards part is useful for you too. Nikhil, I'll show you the admin view first. This is the user list. You've got one hundred and eighty licensed users, and you can see here who's logged in and when.
- Nikhil RaoOnly a small slice of that has been in.
- Laura PenhaligonTrue, but it's moved a lot since the last quarter. People are being added team by team, which is how it should go. Nobody needs a hundred and eighty people on day one.
- Lee HathawayCollections are next, I think. Their lead was asking me what I was doing with it.
- Nikhil RaoTell her to ask me for access through the ticket. I don't grant access by email.
- Lee HathawayHa. Understood. I'll tell her.
- Laura PenhaligonThat's sensible. Now, provisioning. You've got SSO and SCIM available on your plan, so new starters and leavers can be handled from your identity provider rather than by hand. Is that something you want on?
- Nikhil RaoYes. Not today. I want to test the group mapping first, in a quiet window. And not on a Friday.
- Laura PenhaligonFair enough. I'll send you the checklist, it's short. The one thing people trip over is group names that don't match the roles, so have a look at that before you switch anything on.
- Nikhil RaoThat's a schema change, in effect. Names change, mappings break. I'll go through it.
- Laura PenhaligonExactly. Next, the refresh. Here's the load status page. Each source, last successful load, and the number of records brought in. The nightly refresh should be complete by seven in the morning, every business day. If a source stops loading, you'll see the record count go flat.
- Nikhil RaoThat's what I'd want to watch. A flat count is a broken source, usually someone changed something upstream. I'll check the load history each morning for a couple of weeks and see if it's stable.
- Laura PenhaligonPerfect. And if you see something odd, raise a ticket and attach the log line, you'll get a response in the time your plan says.
- Nikhil RaoI'll attach the log line.
- Lee HathawayCan I ask something naive? If the load fails overnight, would I know? Like, would I just get a stale answer and not realise?
- Laura PenhaligonNot naive at all. Every answer carries the time its sources were last refreshed. If something's old, it's right there under the answer. It's worth getting into the habit of glancing at it.
- Lee HathawayOkay. I'll look next time. I never have.
- Laura PenhaligonRight, last bit, the dashboards builder. This is where you turn the questions people ask all the time into something that sits on a screen. Let me build one live. Complaints by customer, by month, for corporate accounts.
- Lee HathawayThat's the one my director keeps asking for.
- Laura PenhaligonThere. It's rough, but it's a working chart, and every bar goes back to the records behind it. You can share it, and the permissions follow the roles, same as before.
- Nikhil RaoSo a dashboard can't show someone data their role can't read.
- Laura PenhaligonCorrect. They'd see the chart with those parts missing, or nothing, depending on the role.
- Nikhil RaoI'll still test it with the complaints role before it goes anywhere.
- Laura PenhaligonI'd expect nothing less. Now, you've both got the hang of this faster than most. Let's use the remaining time for you to try things and for me to answer questions. Lee, what else is on your list?
- Lee HathawayHonestly, a real one. A customer rings, I want the sites, the contracts, the last few calls and the last bill, on one screen, before I say hello. Can I do that?
- Laura PenhaligonYou can. That's a page built around one customer. Let me show you how to make it reusable, so you type a name and it fills in.
- Lee HathawaySorry, I've gone quiet again. I've made it, I tried it on three customers and it works on all of them. Even the awkward one with the two entities.
- Laura PenhaligonThat's really good. Nikhil, how are you getting on with the role tests?
- Nikhil RaoKey-account role: sees sites, contracts, calls, bills. Collections role: sees bills and contracts, not calls. That's as I configured it. Complaints role I haven't done. I'll do it tomorrow and write it up.
- Laura PenhaligonLovely. A write-up like that is exactly what an auditor will want to see too.
- Nikhil RaoThat's the idea.
- Lee HathawayCan I ask about one more thing? It's about how it handles two customers with nearly the same name. We have a couple of those.
- Laura PenhaligonIt'll show you both and ask which you mean, rather than guess. If they're the same company under two records, that's something worth flagging to Nikhil so it gets tidied at source.
- Nikhil RaoSend me the names. I'll look at it in the CRM.
- Lee HathawayWill do. I'll put them in a ticket, I know. No email.
- Nikhil RaoGood man.
- Laura PenhaligonWe're nearly out of time, so let me pull it together. Lee, you've got your review list and your customer page. Nikhil, you've got the role tests, the SCIM checklist and the morning load check. What I'll do is send a short guide on wording questions, plus that admin checklist, today or tomorrow.
- Nikhil RaoChecklist first, please. I'll start the group mapping review this week and switch nothing on until I've tested it.
- Laura PenhaligonWill do. Lee, would it help if I joined a short session with the collections lead once she's got access?
- Lee HathawayYes, please, I'd really like that. Let me get her access sorted through Nikhil first, then I'll find a time.
- Nikhil RaoTicket first. Then I'll do it.
- Lee HathawayYes, yes, ticket. I'll do it this afternoon, I promise.
- Laura PenhaligonWonderful. And honestly, well done both, you've got further today than most teams do in a month. If anything breaks or looks wrong, raise it and I'll pick it up.
- Lee HathawayThanks, Laura, that was properly useful. Speak soon.
- Nikhil RaoThanks. Nikhil.
- Laura PenhaligonCheers both. Have a good rest of the afternoon.
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