Kenmure Business Telecom / BB-Demo – Training
Callcompleted
Kenmure Business Telecom · 2025-12-02 16:45
Laura Penhaligon ran a hands-on training on 2 Dec 2025 for Shona Baird and Alan Rennie. They built a Monday page, covered connectors and agreed a phased rollout, with a service desk session to follow when Shona is ready.
What was said
What this says
Current to 13 Oct 26Laura Penhaligon ran a hands-on training on 2 Dec 2025 for Shona Baird and Alan Rennie. They built a Monday page, covered connectors and agreed a phased rollout, with a service desk session to follow when Shona is ready.
What happened: Laura trained Shona and Alan on asking questions, checking sources and building shared pages. Alan built a page of faults open at the invoice date, split by region, and shared it to the team leads.
Customer view: Shona wants account managers to work without her beside them, and called the session "properly useful". She plans to roll out team by team: account management, then the service desk, then provisioning.
Commercial: Kenmure is on Enterprise with 150 users and single sign-on live. Automatic user provisioning is unfinished, and a service desk session is an open next engagement.
Watch: Alan is the only admin named on the call and owns the connectors. He was told that a renamed or removed field can stop a connector loading, so he should check connector counts after any billing system change.
Themes
Current to 9 Oct 26Theme
Hands-on training and rollout
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 to send Shona a one page note and the recording the day after the call.
- Shona to tell Laura when the service desk is ready for a session.
Risks
Current to 9 Oct 26- Alan is the only admin on the call and a connector could stall after a billing system change.
- Automatic user provisioning is not finished, and rollout beyond account management has no date.
Opportunities
Current to 9 Oct 26- A shorter, fault-focused service desk session once Shona is ready.
- Rollout from account management to the service desk and provisioning teams within the 150 Enterprise users.
Transcript
Laura Penhaligon NoneHello, can you hear me all right? I'm just waiting for the recording banner to go away.
Shona Baird NoneLoud and clear. Afternoon, Laura. Sorry, I'm a minute early and I've already got a fault on my plate. A leased line down at a garage group in Paisley since lunchtime and nobody had picked it up.- Laura Penhaligon NoneOh no. Do you need to go and sort that?
- Shona Baird NoneNo, it's got an owner now. That's the main thing. Who's got the fault, that's all I ask. Right, Alan's just joining, I can see him in the lobby.
Alan Rennie NoneHi both. Sorry, my camera's being awkward. Audio's fine though. Can you hear me?- Laura Penhaligon NoneYes, perfect. Okay, thanks for making time at this end of the day. So what I'd like to do for the next hour or so is make it hands on. I'll share my screen for the first bit and then I'd like you both to drive. Does that suit?
- Shona Baird NoneSuits me. Let's not make this complicated. I want my account managers to be able to do this without me stood next to them.
- Laura Penhaligon NoneThat's exactly the right test. So, three things. How to ask the brain a question and know whether to trust the answer. How to find a customer's whole story across circuits, faults and bills. And then Alan, I've got some admin bits for you at the end, the connectors and the user management.
- Alan Rennie NoneGreat. I've got a list of questions on the connectors, so I'll hold them for that.
- Laura Penhaligon NonePerfect. Okay, you should see the home screen now. Can you see it?
- Shona Baird NoneYeah, I see it. It's a bit busier than the demo, mind.
- Laura Penhaligon NoneThat's your own data in there now, which is the point. So the chat box at the top is the quickest way in. Let me ask something real. I'll type, which business customers have had more than one fault in the last month and have a provisioning order still open?
- Alan Rennie NoneOh, that's the one the account managers keep asking me for. I do that in a spreadsheet every Monday.
- Laura Penhaligon NoneRight, so watch what it returns. It gives you the answer and then underneath, the sources it drew on. That bit matters. If you click a source it takes you to the actual ticket or the actual billing line.
- Shona Baird NoneMm. So it's not just telling me. It's showing me where it got it from.
- Laura Penhaligon NoneExactly. And if the sources look thin, or they're old, that's your cue to be a bit careful. Alan, you'll see in a minute where that freshness is shown.
- Alan Rennie NoneIs that the nightly refresh thing? Somebody said it's done by seven in the morning.
- Laura Penhaligon NoneYes, by seven each business day, your local time. So when your service desk comes in, the picture is from overnight. If a connector fails you'll see the last refresh time not moving, and that's what to look for.
- Shona Baird NoneRight. Can I have a go? Let me stop you sharing and I'll try one.
- Laura Penhaligon NonePlease do. I'll stop sharing, and you can share yours if you like, or just tell me what you see.
- Shona Baird NoneOkay. I've typed, what's the customer actually seeing at the garage group in Paisley. That's the one that's down.
- Shona Baird NoneHm. It's come back with the fault ticket, the install date for the circuit and the last invoice. Which is, to be fair, what I'd have got from three screens. But it's saying the fault was logged before the engineer visit was booked. Is that right? I'd want to check that.
- Laura Penhaligon NoneGood, so click that source. That's precisely what it's for. You check, and it's one click rather than three systems.
- Shona Baird NoneYeah. Yeah, it's right. The ticket timestamp is before the booking. So we did log it first, we just didn't assign it. Well. That's useful and a bit annoying.
- Alan Rennie NoneThat's the sort of thing I never see. I only get the billing side.
- Laura Penhaligon NoneThat's the whole idea of the brain sitting across everything. You see the bill and the fault together, so you can say, we billed them while the line was down, which is a conversation you'd want to have before they raise it.
- Alan Rennie NoneOh, we'd get credit requests all the time. I could flag those up front.
- Shona Baird NoneRight, so Alan, you'd be the one who builds that. Laura, can he build a page that does that every week?
- Laura Penhaligon NoneHe can. That's the second thing. Pages. Let me show you. I'll take the screen back.
- Laura Penhaligon NoneSo a page is a saved question, or a set of them, that refreshes. You write it in plain language and pin the answer. Think of it as the Monday spreadsheet, but it updates itself and anyone with access can open it.
- Alan Rennie NoneCan I put filters on it? Like by region, Scotland against the North of England?
- Laura Penhaligon NoneYes. You ask for it by region in the question and then you can pin each as its own block. Want to try it? Share your screen, Alan, and I'll talk you through.
- Alan Rennie NoneOkay, I'm sharing. Can you see it?
- Laura Penhaligon NoneYes. Click new page, top right. Good. Now just type the question like you'd say it out loud.
- Alan Rennie NoneRight, I've got a block for open faults by region and one for invoices raised while a fault was open. The second one's returning quite a lot. Is that normal?
- Laura Penhaligon NoneIt might be real, it might be how the question's worded. Click into it and look at the sources. Is the fault actually open at the invoice date, or just opened that month?
- Alan Rennie NoneAh. It's the month. I'll tighten it. So, open on the date the invoice was raised.
- Laura Penhaligon NoneThat's it. Be specific. It does what you ask, so ask the thing you mean.
- Shona Baird NoneWhile he's doing that, Laura, can I ask something about who can see what? Because my provisioning team shouldn't necessarily be able to see everything on the billing side.
- Laura Penhaligon NoneGood one. Access follows the roles you set. Alan, you're the admin, so that's yours to manage. And because you're on Enterprise you've got single sign-on and the automatic user provisioning, so people come and go from your directory and it follows.
- Alan Rennie NoneMm, we've started on that actually. I've got the single sign-on working. The provisioning side I haven't finished.
- Shona Baird NoneHow many people are we licensed for again? I keep forgetting.
- Laura Penhaligon None150 users. You're nowhere near that yet, but the plan is to roll it out team by team, isn't it?
- Shona Baird NoneAccount management first, then the service desk, then provisioning. I'm not rushing it. I'd rather they like it than be told to use it.
- Laura Penhaligon NoneThat's sensible. And it'll help if the first group have a couple of pages they actually rely on. Then it spreads on its own.
- Alan Rennie NoneOkay, that's the page. Fault open at invoice date, split by region. It's a much shorter list. Eleven, I'd say, but I won't count.
- Shona Baird NoneGood. That's the list I want on my desk on a Monday. Can you share it with my team leads?
- Laura Penhaligon NoneYes, Alan, there's a share button next to the title. Pick the group rather than individuals, then new joiners pick it up.
- Alan Rennie NoneDone. Right, can we do connectors? I've got three questions.
- Laura Penhaligon NoneGo on.
- Alan Rennie NoneFirst, if we change something in the billing system, say we add a field, do I have to tell you or does the brain just cope?
- Laura Penhaligon NoneMostly it copes with new fields. If you rename or remove one, that's when a connector can stop loading, and the records count goes flat. So the safe habit is to tell us, or check the connector status the day after a change. I'll show you where that sits.
- Alan Rennie NoneOkay, I see it. Each connector shows a last refresh and a records count. That's the bit to watch.
- Laura Penhaligon NoneYes, and a flat count for a few days is your first sign. Second question?
- Alan Rennie NoneSecond. We've one ticket open with you at the moment. Is that normal for this stage or should I be chasing?
- Laura Penhaligon NoneOne's quite quiet, honestly. It's been picked up and it's in hand, and you're on the thirty minute first response for urgent ones, so you shouldn't need to chase. If it goes quiet, tell me and I'll nudge it from my side.
- Shona Baird NoneGood. Nothing sat without an owner, that's all I need.
- Alan Rennie NoneThird one's silly. Can I turn a connector off without losing the history?
- Laura Penhaligon NoneNot silly at all. Pausing keeps what's already indexed. Removing it takes the source out of answers going forward, so pause first and then ask me before you remove. Better to be cautious.
- Shona Baird NoneCan we go back and do one more from the account manager point of view? I want to see how one of them would pull up a customer before a renewal call.
- Laura Penhaligon NoneYes. Let's use a real customer. Pick one you know well, and I'll take the screen back.
- Shona Baird NoneThe hotel group in Glasgow. They've been with us a long time. And a bit grumpy.
- Laura Penhaligon NoneSo here's the customer page. Circuits, faults over time, bills, and the last few emails and calls. And I can ask it, what are the main things this customer has complained about this year?
- Shona Baird NoneRight. It's got the install delay, the billing query and, hang on, a repeated fault on the same line. I'd forgotten the third. See, that's what an account manager walks into a call without.
- Alan Rennie NoneThat's the repeated fault I'd want to put on the Monday page as well.
- Laura Penhaligon NoneThen ask it in the same page, repeat faults on the same circuit in the last quarter. Go on, Alan, you've got it open.
- Alan Rennie NoneDone. It's found a few. Not a lot, but a few. That's a better use of my Monday than what I do now.
- Shona Baird NoneHa. Don't tell the team how long it took you before.
- Laura Penhaligon NoneOkay. Let me do a quick round of what's worth remembering, because I know there's a lot of clicking. One, ask in plain words and check the sources. Two, be specific about dates and states, like open at the date, not in the month. Three, pin what you reuse as a page and share it to a group. Four, Alan keeps an eye on connector counts after any system change.
- Shona Baird NoneCan you write that up? Short, so I can send it round the account managers.
- Laura Penhaligon NoneYes, I'll send a one page note tomorrow, plus the recording. And I'll put in the two example questions we built so people have something to copy.
- Alan Rennie NoneWould it be worth another session for the service desk? Their questions will be different.
- Laura Penhaligon NoneDefinitely. Shona, when you're ready to bring them in, tell me and I'll run it with them, probably shorter, more fault focused.
- Shona Baird NoneLet's get account management happy first. Then I'll shout. I'm not promising a date until I've checked their rota.
- Laura Penhaligon NoneFair enough. Anything else, or shall I let you go and deal with Paisley?
- Shona Baird NonePaisley, yes. Thanks Laura, that was properly useful. Cheers, Shona.
- Alan Rennie NoneThanks, Laura. I'll go and fix my page properly now. Speak soon.
- Laura Penhaligon NoneBrilliant. Bye both, speak soon.
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