Pellegrin Hart Benefits / BG-Demo – Training
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Pellegrin Hart Benefits · 5 Aug 2026 14:00
88-minute training on 5 Aug 2026: Monica Starling and Jasmine Coleman asked real questions and built a live renewals dashboard. Positive, with split client names to tidy and more colleagues to add.
What was said
What this says
As at Fri 9 Oct 202688-minute training on 5 Aug 2026: Monica Starling and Jasmine Coleman asked real questions and built a live renewals dashboard. Positive, with split client names to tidy and more colleagues to add.
What happened: Laura Penhaligon ran a hands-on session for Monica Starling, the admin, and Jasmine Coleman, a senior account manager. Jasmine's first real question returned open tickets against renewing clients, with sources shown.
Customer view: Jasmine said the answer was what the team had spent hours stitching together by hand. She wants to show the dashboard to her whole team.
Commercial: The workspace is on Growth with 40 seats and only a handful in use, so there is room to widen adoption. Jasmine asked about adding colleagues and Monica will add them.
Watch: The same client appears under different names across systems, so a short-name search missed records. The dashboard holds client data, so Monica shared it with the client service group first.
Themes
As at Fri 9 Oct 2026Theme
Hands-on training session
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Monica Starling to tidy client names in the CRM and check the connectors page each morning for a week.
- Jasmine Coleman to use chat for her Monday review and keep a list of what it gets wrong.
- Laura Penhaligon to send a recap email the same day and run a short session for the new users.
Risks
As at Fri 9 Oct 2026- The same client appears under different names in the CRM and helpdesk, so the brain can split records and miss some.
- Only a handful of people use the workspace day to day, so value rests on a small group.
Opportunities
As at Fri 9 Oct 2026- Jasmine wants a couple more colleagues on, and the Growth tier has 40 seats with plenty unused.
- The live renewals-by-client dashboard gives the customer a visible value case to show its team.
Transcript
Laura PenhaligonHi both, can you hear me okay? I'll give it a second for the recording to catch up.
Monica StarlingYes, loud and clear. Hi Laura. Jasmine's just joining, I think.
Jasmine ColemanHi, sorry, headset trouble. Can you hear me? Right, good. I'm here.- Laura PenhaligonLovely. It's properly grey over here today, so I hope it's nicer where you are.
- Monica StarlingIt's sticky, honestly. We're all hiding in the air conditioning. Anyway, we're keen to get going.
- Laura PenhaligonGreat. So the plan for today is a proper hands-on session. Monica, you're the admin, so I'll show you the admin side first, connectors and who can see what. Then Jasmine, I want you driving, asking the brain the kinds of questions you'd ask on a normal Wednesday. Does that sound right?
- Jasmine ColemanYes, that's what I was hoping for. I don't want slides, I want to see my own clients in there.
- Laura PenhaligonNo slides, I promise. Let me share my screen. Can you see the home page?
- Monica StarlingYep. That's our workspace, with the connectors listed down the side.
- Laura PenhaligonExactly. So Monica, this is the connectors view. Each one shows when it last refreshed and whether records are still coming through. You have the CRM, the helpdesk and the call recorder in there. If a source ever stops loading, this is where you'd see it first, usually before anyone complains.
- Monica StarlingOkay, that's useful. So if the helpdesk connector goes quiet, I'd see it here and not find out from Jasmine's team three days later.
- Laura PenhaligonThat's the idea. And the nightly refresh finishes early, so by the time your people log in each morning it's current. If it isn't, raise it with us and say which connector.
- Jasmine ColemanWe had that one ticket last month, the high priority one. That was a sync thing, wasn't it?
- Monica StarlingYes, I raised it. It got sorted quickly, to be fair. I just didn't know where to look myself. So this helps.
- Laura PenhaligonGood, and that's exactly the sort of thing I want you to be able to spot on your own. Now, users. You've got forty licensed seats and only a handful of you using it day to day, so there's plenty of room. Monica, you add people from the admin page. Want to try adding a test user?
- Monica StarlingSure. Give me a moment. Where is it, under settings?
- Laura PenhaligonTop right, then people. Yes, that one.
- Monica StarlingRight, done. I invited myself on my personal address, so I can see what a new user gets. Is that fine?
- Laura PenhaligonPerfect, that's a sensible way to check it. You can remove it afterwards. Okay, Jasmine, over to you. Share your screen and ask it something real.
- Jasmine ColemanOkay. Sharing now. Let me think. Before open enrollment our big worry is which employer clients have open tickets and a renewal coming up. Can I just ask that?
- Laura PenhaligonAsk it exactly like you just said it. Don't tidy it up.
- Jasmine ColemanHuh. Okay, that came back with a list. Three clients with open tickets and a renewal soon. And it shows which call each ticket relates to. That's the thing we spent hours stitching together by hand.
- Monica StarlingCan you click into the second one? I recognise that employer. I want to see if it's pulling the right call.
- Jasmine ColemanYes, it's the call from a few weeks back. It's quoting the part where they asked about the renewal terms. Right. That's actually correct.
- Laura PenhaligonAnd notice it shows its sources underneath. Always check those, especially when you're about to say something to a client. It tells you where the answer came from, so you can open the original.
- Jasmine ColemanThat's good, because I'd never promise a client something off a summary alone.
- Laura PenhaligonQuite right. Now let's try search rather than chat. Search is better when you know roughly what you want, say a name or a phrase. Chat is better when you're asking a question across several systems.
- Monica StarlingSo search for finding the thing, chat for working out what's going on.
- Laura PenhaligonThat's a much better way of putting it than mine. I'll borrow that.
- Laura PenhaligonOkay, so that was a good half hour of you two trying things. Any that surprised you, good or bad?
- Jasmine ColemanOne thing. When I asked about a client by their short name, it missed some records. When I used the full legal name it found everything.
- Laura PenhaligonYes, that's common. The brain matches on what's in the source systems, so if your CRM says one thing and the helpdesk says another, it can split them. Monica, that's one for a tidy-up in the CRM, and I can show you how to flag it so we can help match them.
- Monica StarlingRight, I'll take that. I suspected our naming was a mess. This gives me a reason to sort it.
- Laura PenhaligonNext, pages and the dashboards builder, which you have on Growth. Pages are where you save an answer so the team can come back to it. Dashboards let you build a view that stays live. Jasmine, what would you want to see every Monday?
- Jasmine ColemanRenewals by client, with open tickets and the last call date next to each one. Honestly, that's the whole thing.
- Laura PenhaligonThen let's build exactly that. Monica, you watch the steps, because you'll be the one adjusting it later.
- Laura PenhaligonThere we go. That's your first dashboard, live. It refreshes with the nightly load, so Monday morning it'll be current.
- Jasmine ColemanThat's brilliant. I'm going to be showing this to my whole team. Can I share it with them now?
- Monica StarlingHold on, let me check the sharing settings so it only goes to the right people. Some of this is client data. Laura, where's the permissions bit?
- Laura PenhaligonOn the dashboard itself, the share button, then choose a group. I'd start with the client service group and widen it once you're happy.
- Monica StarlingOkay, shared with the group. Done. I've also added a note on it saying who owns it, which is me for now.
- Laura PenhaligonGood habit. Right, we're getting near the end. Let me recap what I'd like each of you to do before we speak again. Monica, tidy those client names in the CRM and check the connectors page each morning for a week. Jasmine, use chat for your Monday review and tell me what it can't answer.
- Jasmine ColemanI can do that. I'll keep a list of the things it gets wrong. Is it worth getting a couple of my colleagues on as well? There's room, isn't there?
- Laura PenhaligonThere's plenty of room. Send me the names and Monica can add them, or I'll walk them through it in a shorter session. Whichever's easier.
- Monica StarlingI'll add them, it's easy enough now. Though a short session for the new people would be good.
- Laura PenhaligonDone. I'll send a recap email today with the steps we did, and a link to the help pages for the dashboards builder. Hollie will pick up the check-in side after this.
- Jasmine ColemanGreat. Thanks, Laura, that was really worth the time. Talk soon.
- Monica StarlingThanks, Laura. Speak soon.
- Laura PenhaligonCheers both. Have a good rest of the day.
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