Kaltenbrunn Medizintechnik / BG-Demo – Training
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Kaltenbrunn Medizintechnik · 15 Jul 2026 14:30
Laura trained Jana on chat, pages, search and the dashboards builder for hospital reviews. Jana built a template page and one filtered dashboard, asked about EU data residency, and expects her team to want a second session.
What was said
What this says
As at Fri 9 Oct 2026Laura trained Jana on chat, pages, search and the dashboards builder for hospital reviews. Jana built a template page and one filtered dashboard, asked about EU data residency, and expects her team to want a second session.
What happened: On 15 Jul 2026 Laura took Jana Fischer through chat, sources, pages, search and the dashboards builder, using a Hamburg hospital review. Jana built a template page and one dashboard with a hospital filter.
Customer view: Jana said that before, complaints and contracts sat in different places and she needed to ask three people. She also said more colleagues had started using the brain.
Commercial: Laura said usage has grown quite a lot since the spring. Jana expects her team, for complaints, to want a second session.
Watch: A hospital asked Jana about data staying in the EU, and Laura promised written confirmation. Jana also raised freshness, and accepted the helpdesk for live escalations.
Themes
As at Fri 9 Oct 2026Theme
Dashboards and page adoption
Importance
upsell
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura to send a written guide and a written note confirming EU data residency.
- Jana to run the Hamburg hospital review preparation this week and report what was missing.
- Jana to ask her team next week about a second session.
Risks
As at Fri 9 Oct 2026- Jana is new to the tool and worried about confident wrong answers, so trust depends on checking sources.
- Freshness limits mean live escalations still need the helpdesk, which could disappoint if expectations differ.
Opportunities
As at Fri 9 Oct 2026- A second session for the complaints team would widen use across the company.
- Dashboards with a hospital filter show deeper investment in the Enterprise features.
Transcript
Laura PenhaligonHello Jana, good afternoon. Can you hear me all right?
Jana FischerYes, hello Laura, I can hear you. Sorry, my camera is being slow. One moment. There, now you see me.- Laura PenhaligonLovely. No problem at all, it takes everyone a minute on a Wednesday. Thanks for making the time. I know the afternoons are busy for key accounts.
- Jana FischerThey are, but this is useful time. I have a review with one of the university hospitals coming up and I would like to prepare it with the brain, not with six tabs open.
- Laura PenhaligonThat is exactly the right way to use it. So, what I thought we would do is this. First, how to ask a good question in chat and how to read the sources underneath the answer. Second, pages and search, so you can find things you or a colleague have already built. Third, the dashboards builder, because Enterprise includes it and I think it will suit your hospital reviews. And then whatever is left, you ask me anything. Does that work?
- Jana FischerYes, that works. Can I say one thing first? My colleagues in field service tell me the answers are good, but I am new to it. I do not want to ask something silly and get a confident wrong answer.
- Laura PenhaligonFair, and the sources are there for exactly that reason. Every answer shows where it came from, so you can click through to the ticket, the contract or the record. If the source looks thin, you will see it. Let me share my screen. Can you see the chat window?
- Jana FischerYes, I see it. The page with the box at the bottom.
- Laura PenhaligonRight. So the habit I would build is to name the hospital and say what you want back. Not just 'tell me about this hospital', but something like: which devices are installed at this hospital, which service tickets are open for them, and when does the service contract end. I will type that with one of your university hospitals and we will see what comes back.
- Jana FischerMm. Use the Hamburg one, they are the one I am preparing for.
- Laura PenhaligonI will pick it from the account list so we get the right record. Give me a second while it thinks.
- Laura PenhaligonThere. So you get a short summary at the top, then a table of devices, then the open tickets, and on the right the sources. See the little tags? Each one is a record from your own systems.
- Jana FischerOh, that is more than I expected. The devices by ward, that is exactly what I normally ask an engineer for. Which device, which hospital, I mean that is the first thing the hospital asks me.
- Laura PenhaligonYes, and you can narrow it. Try asking for only the devices with a ticket open for more than a couple of weeks. Go on, you type it, it is better if it is your wording.
- Jana FischerOkay. Only devices with a service ticket that has been open longer than two weeks. Is that enough, or do I need to say the hospital again?
- Laura PenhaligonIt remembers the conversation, so no need. Follow-ups work like you would talk to a colleague. If it ever goes off in the wrong direction, start a new chat, that clears the context.
- Jana FischerIt found two. One is a monitor that is waiting for a part, I know that one. The other I did not know. That is interesting. Can I open the ticket from here?
- Laura PenhaligonClick the source tag. It opens the record in the helpdesk view, read only, so you cannot change anything by accident. And if you need to act, there is a link back to the original.
- Jana FischerGood. Right. Now my worry. How fresh is this? If an engineer closed a ticket this morning, will I see it?
- Laura PenhaligonGood question, and worth being precise about. The nightly refresh finishes by 07:00 your local time on business days. So a ticket closed yesterday afternoon will be there this morning. Something closed an hour ago will not be, until the next night. Each answer shows the date of the latest record, so you can see it.
- Jana FischerOkay, so for a review it is fine, for a live escalation I check the helpdesk directly.
- Laura PenhaligonExactly that. Brain for the picture, source system for the minute-by-minute.
- Laura PenhaligonShall we move to pages? A page is a saved, shareable answer. If you build a good hospital summary, you save it as a page and your colleague in service can open it and ask follow-up questions on top.
- Jana FischerSo I could make a page per hospital and keep it for the review cycle.
- Laura PenhaligonYou could, but I would suggest one template page and then reuse the same questions for each hospital. Otherwise you end up maintaining lots of pages by hand, and the point is that you stop doing that.
- Jana FischerYes, I understand. Let me try. Can you show me where the save is?
- Laura PenhaligonTop right, the three dots, then 'Save as page'. Give it a name you will recognise in a month. I use the pattern: topic, customer, then the quarter.
- Jana FischerDone. I called it hospital review template. Is that all right? And who can see it?
- Laura PenhaligonPerfect name. Right now only you. Click share and pick the colleagues or the team. Your admin sets what is allowed across teams, and Elena can help if something is blocked.
- Laura PenhaligonNow search. It is different from chat. Search finds records and pages by words, no summary. Useful when you know a contract number or a device name and want the exact record. Try the model name of one of the patient monitors.
- Jana FischerOkay, typing it. Oh, I see, it shows tickets, a contract and a complaint note in one list. That is the thing we did not have. Before, the complaints were in one place and the contract in another and I needed to ask three people.
- Laura PenhaligonThat is the whole idea. And you have 150 licensed users across the company, so your colleagues in complaints and field service can look at the same list. You do not have to forward anything.
- Jana FischerI will tell them. Actually, a few of them have started already, I think. I heard more people mention it lately in the Monday meeting.
- Laura PenhaligonYes, usage has grown quite a lot since the spring, which is great to see. Right, shall we do the dashboards builder? It is the part people find least obvious.
- Jana FischerYes please. I have never built a dashboard in my life, so go slowly.
- Laura PenhaligonWill do. A dashboard is a set of tiles, and each tile is just a question you have already asked. So the trick is to ask first, check you are happy with the answer, and then pin it. Let us pin the open tickets by hospital question.
- Jana FischerOkay, pinned. It is in a grid now. Can I resize it? It is very small.
- Laura PenhaligonDrag the bottom corner. Yes. And now add a second tile, the contracts that end in the next six months. Same way, ask, check, pin.
- Jana FischerThat one is useful for me. I have two hospitals where the service contract runs out soon and nobody has talked to them yet. Does it matter which date it uses? There are start dates and end dates and I am not sure.
- Laura PenhaligonGood catch. It should use the end date on the contract record. Look at the source tag under the tile. If it ever picks something else, say so in your question, 'use the contract end date'. And what is the source, I would check that every time, it is a habit worth having.
- Jana FischerYes. In our team we say the same. What is the source. Okay.
- Laura PenhaligonLet me show filters now. At the top of the dashboard you can pick the hospital group, so the same tiles change for each customer you look after. That is how your template becomes useful in the review. One dashboard, many hospitals.
- Jana FischerWait, so I do not need a separate dashboard for every hospital? That is what I was going to do.
- Laura PenhaligonNo, thank goodness. One, with the filter. Try it, switch to a different university hospital.
- Jana FischerIt works. The numbers change. Good. That saves me a lot of time.
- Laura PenhaligonLast thing on the dashboard: scheduling. You can have it emailed to you before a review, say first thing on the morning of the meeting. Since the refresh is done by 07:00, it will be current.
- Jana FischerI will not set that today, I want to check the tiles first. But I like it. Can I ask something different? If I ask about a hospital and there is nothing, what does it say?
- Laura PenhaligonIt should tell you it did not find it, rather than guess. If it ever gives you something that looks like a guess, tell us. That is a thing we want to know about.
- Jana FischerOkay. And the data stays in the EU, correct? One of my hospitals asked me directly last month.
- Laura PenhaligonYes, your data sits in the EU region, that was part of what you bought. I will put it in the follow-up note in writing so you can forward it to the hospital if they want.
- Jana FischerThat would be perfect. Thank you.
- Laura PenhaligonRight, I think we have covered most. Let me recap. You have a template page, one dashboard with a hospital filter, and you know to click through to the source. What I will send you today is a short written guide with the example questions we used, and a list of ones other teams find helpful.
- Jana FischerGood. And I will run the review preparation for the Hamburg hospital with it this week, then tell you honestly what was missing.
- Laura PenhaligonPlease do. Send it to me or to Elena, she looks after your account on the success side. If it turns out your team wants a second session, for complaints say, we can set one up. No pressure.
- Jana FischerI think they will want one. I will ask them next week. Thank you, Laura, this was much clearer than the video I watched.
- Laura PenhaligonGlad it helped. Any last questions? No? Then I will stop the recording. Speak soon, Jana, and good luck with the review.
- Jana FischerThank you, goodbye.
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