Penmaen Software / BG-Demo – Training
Callcompleted
Penmaen Software · 7 Oct 2024 13:30
Training session with Rhian Morgan, a customer success manager at Penmaen Software. She had already tried chat, built two dashboards with Callie and called it much easier than expected.
What was said
What this says
As at Fri 9 Oct 2026Training session with Rhian Morgan, a customer success manager at Penmaen Software. She had already tried chat, built two dashboards with Callie and called it much easier than expected.
What happened: Callie Brennan showed Rhian Morgan chat, search and pages, then built a renewals and tickets dashboard with her and had her build a second. Rhian shared it with Cerys for Monday.
Customer view: Rhian had already asked the brain which operators raised the most tickets and got the list she would have spent half a morning building. She said it was much easier than she expected.
Commercial: The dashboards builder is part of Growth, and Rhian is using it on her own operators. This is early adoption evidence for the renewal case.
Watch: One CRM record showed an old last updated date, which Callie framed as a freshness check to raise with Ffion.
Themes
As at Fri 9 Oct 2026Theme
Training and early adoption
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan sends Rhian a short guide covering the steps from the session the same day.
- Rhian checks the sources line, then freshness, then asks Ffion if answers look odd.
Risks
As at Fri 9 Oct 2026- A stale CRM record showed an old last updated date, so answers on quiet operators may rest on old data.
Opportunities
As at Fri 9 Oct 2026- Cerys will see a shared dashboard on Monday, which can build the value case ahead of renewal.
Transcript
Callie BrennanHello Rhian, can you hear me? I've got you on screen.
Rhian MorganHi Callie, yes, all fine here. Sorry, I'm eating a late sandwich, bear with me for one second.- Callie BrennanNo rush at all, it's gone half past one, you're allowed. Right, the plan for the next hour or so. I'll show you the three ways in, which are chat, search and pages. Then we'll build one dashboard together on your own operators, and I'll finish with what to do when an answer looks wrong. Stop me whenever something doesn't make sense.
- Rhian MorganSounds good. I've been poking around a bit already, to be honest. I asked it a couple of things last week and it was surprisingly sensible.
- Callie BrennanGood to hear. What did you ask it?
- Rhian MorganWhich operators had raised the most tickets this quarter. And it gave me a list, and it was the same list I'd have spent half a morning building. So, yeah. I was a bit annoyed, actually, that I hadn't had it earlier.
- Callie BrennanHa, that's the reaction I like. Let's go through why it works, so you can trust it. Let me share my screen. You should see the chat box on the left.
- Rhian MorganYep, I can see it.
- Callie BrennanSo with chat, you ask in plain words and it answers from the data in your own Snowflake. Under each answer there's a sources line. That's the important bit. Click it, and it shows you which tickets or accounts the answer came from. If you only remember one thing from today, it's check the sources line before you quote a number to anyone.
- Rhian MorganOkay. And that's for any answer, not just the ticket ones?
- Callie BrennanAny answer. Try one. Ask it which operators have a renewal coming up in the next few months.
- Rhian MorganRight, typing. Okay, it's thinking. And there's a list. Oh, that's good, it's got the renewal dates and the owner next to each one.
- Callie BrennanNow click the sources. What do you see?
- Rhian MorganAccount records from the CRM. And, hang on, one of these says last updated a while ago.
- Callie BrennanGood spot. That's the freshness check. If the date's old, the brain is answering from old data, and that's not a fault of the question. It means the source hasn't changed, or there's something to look at. Make a note of it and tell Ffion, she'll know whether that record is genuinely untouched.
- Rhian MorganMm, that makes sense. I think that one's an operator we haven't spoken to in ages, to be fair.
- Callie BrennanWhich is quite an insight in itself, isn't it? Right, search. It's different. Search is for finding a thing, not asking a question. Type the operator's name.
- Rhian MorganOkay, I've put in one of our bigger leisure centre groups. Oh, that's nice. It's pulled the tickets, the account and the usage all together.
- Callie BrennanThat's your customer view, effectively. Everything about one operator on a single page. When you've a renewal conversation coming, that's what I'd open the day before.
- Rhian MorganI'd have loved that last renewal. I was copying and pasting from four tabs.
- Callie BrennanWell, no more of that. Now pages. A page is a saved answer you can share, so if you build a good view of renewals, the others can open the same one. And that leads to the dashboards builder, which is part of your Growth tier. Shall we build one?
- Rhian MorganYes please. What would be most useful? Cerys wants something she can look at on a Monday morning.
- Callie BrennanThen let's make her that. Something like: renewals due, tickets in the last month and whether the operator is using the product, one row per operator. Does that sound right?
- Rhian MorganThat's exactly it. Maybe a flag for the ones who've gone quiet.
- Callie BrennanGood, we'll add a column for that. I'll drive for the first one, then you do the second so you've done it with your own hands.
- Callie BrennanRight, that's the first one saved. Your turn. Start a new dashboard, and add a table from the renewals question you asked earlier.
- Rhian MorganOkay. New dashboard, add table. Hmm, it's asking me which question. Is it this one, the saved answer?
- Callie BrennanYes, that's the one. Then add a column and pick the ticket count.
- Rhian MorganGot it. And I've sorted it by renewal date. Oh, I made it wider than I meant to. Can I undo that?
- Callie BrennanTop left, the little arrow. There. Don't worry about breaking anything, nothing you do in the builder changes the source data, it only changes the view.
- Rhian MorganThat's reassuring. I was a bit nervous about that, actually.
- Callie BrennanEveryone is, and then nobody is after the second go. Let's share it with Cerys so it's there Monday. Use the share button and pick her name.
- Rhian MorganDone. Right, so if the numbers look odd, I check the sources line, then the last updated date?
- Callie BrennanExactly, in that order. Sources first, then freshness, then ask Ffion. Most strange answers are one of those three. If it's still odd after that, raise a ticket with us and say what you asked and what you expected.
- Rhian MorganOkay. Is there anything we shouldn't ask it?
- Callie BrennanNot shouldn't, but be wary of anything about things the data doesn't hold. If it isn't in a connected source, the brain can't know it, and it should say so. If it ever sounds very sure about something you can't find in the sources, trust your instinct and check.
- Rhian MorganRight. Mm. That's useful. I think I'll try asking it about the quiet operators this afternoon, while it's fresh.
- Callie BrennanDo. That's the best practice there is. And I'll send you a short guide today with the steps we did, so you've something to look back at. Anything else before we stop?
- Rhian MorganNo, I think I'm good. Honestly, much easier than I expected.
- Callie BrennanLovely. Thanks, Rhian, speak soon.
- Rhian MorganThanks, Callie. Bye.
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