Penmaen Software / BG-Demo – Training
Callcompleted
Penmaen Software · 7 Oct 2024 16:15
Training call on 7 Oct 2024: Callie Brennan took Rhian Morgan through search, chat and the dashboards builder. Forty users are licensed and only a handful are active, with the whole CS team to be brought in by year end.
What was said
What this says
As at Fri 9 Oct 2026Training call on 7 Oct 2024: Callie Brennan took Rhian Morgan through search, chat and the dashboards builder. Forty users are licensed and only a handful are active, with the whole CS team to be brought in by year end.
What happened: Callie Brennan trained Rhian Morgan on pages, search, chat, the dashboards builder and saved questions on 7 Oct 2024. Rhian rebuilt a dashboard on her own by the end.
Customer view: Rhian sees the brain replacing manual helpdesk and CRM work when she builds renewal packs. Cerys Llewellyn wants all of customer success using it before the end of the year.
Commercial: Forty licences are held and only a handful are active, so there is adoption headroom on Growth. Rhian also asked how to request a new connector later.
Watch: The admins are Cerys and one person in IT, and Rhian is the one learning to run it.
Themes
As at Fri 9 Oct 2026Theme
Dashboards builder training, adoption
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to send the setup note with the connector list, source owners and how to request a connector.
- Rhian Morgan to correct the old owner name in the CRM so it comes through on the nightly refresh.
Risks
As at Fri 9 Oct 2026- Only a handful of the forty licensed users are active, so value depends on a few people.
- Admin cover is Cerys Llewellyn and one IT colleague, and Rhian Morgan does not see herself as an admin.
Opportunities
As at Fri 9 Oct 2026- Bring the rest of customer success and then the account managers onto the licences already held.
- Rhian Morgan asked how to request a new connector, which could deepen use of the Growth tier.
Transcript
Callie BrennanHi Rhian, can you hear me alright? I think I'm coming through a bit quiet on my side, so shout if I am.
Rhian MorganYeah, loud and clear. Sorry, just closing a message to one of our leisure operators. Give me ten seconds.- Callie BrennanNo rush at all. It's gone quarter past four, so I've blocked the rest of the afternoon. Is it still miserable in Cardiff?
- Rhian MorganPouring. Of course it is. Right, I'm here. Go on.
- Callie BrennanLovely. So here's the plan for the next hour or so. First I'll show you how pages and search work, because that's where most people start. Then chat, and how to ask a question so you get something you can trust. Then the dashboards builder, which is the bit you get on Growth, and we'll build one together for a single leisure operator. Last, a few minutes on saved questions and how to share them with your team.
- Rhian MorganThat's exactly what I wanted. Honestly, I've been poking at it for a couple of weeks and I'm sure I'm doing half of it the long way round.
- Callie BrennanThat's very normal. Okay, I'm sharing my screen now. Can you see the home page?
- Rhian MorganYep, I see the search bar and the list of recent pages.
- Callie BrennanGood. So search first. Type the name of one of your operators, whichever you know best, and don't worry about getting the spelling exact.
- Rhian MorganOkay, doing a leisure trust we look after in the south. Right, it's brought up a page, and then a load of tickets underneath.
- Callie BrennanThat page is the account page the brain builds for you. It pulls together the CRM record, the tickets from the helpdesk, the renewal information and the usage into one place. What I need from your side is to tell me if any of that looks wrong, because it's much easier to fix a mapping now than in three months.
- Rhian MorganHang on, scroll down a bit. The renewal date there, that's right. And the number of users, yeah. Oh, but the owner on our side is still showing the old name.
- Callie BrennanGood catch. That's coming from the CRM field, so it's a source fix rather than a brain fix. If you update it there, it'll come through on the nightly refresh. Make a note and I'll put it in the setup note as well.
- Rhian MorganDone, noted. Sorry, carry on.
- Callie BrennanDon't apologise, that's the whole point. Right, now chat. Open the chat panel on the right. The trick is to be specific about who, what and over what period. So instead of how is this customer doing, try something like which operators raised more tickets this month than last month.
- Rhian MorganOkay. Typing that. It's thinking. Oh, that's quick. It's given me a list and, ah, it's showing where each answer came from.
- Callie BrennanYes, click on one of the sources. That's your check. Every answer links back to the records it used, and if a source looks odd, you tell me before you rely on it.
- Rhian MorganMm. So if I'm building a renewal pack for the team, I can lean on this rather than going through the helpdesk and the CRM by hand.
- Callie BrennanThat's exactly the idea. Stop reconciling, start asking. Let's try a harder one. Ask which operators have a renewal coming up and also have open tickets.
- Rhian MorganRight. Okay, it's come back with a short list. Three, I think, no, a few. And it's flagged one I wasn't thinking about at all.
- Callie BrennanThat's the sort of thing your team would otherwise find the week before the renewal. Now, before we go further, the dashboards. I'll switch tabs. Open the builder from the left menu.
- Rhian MorganGot it. It's asking me to pick a source. Do I choose tickets?
- Callie BrennanStart with the account list, then add tickets as a second panel. One question per panel keeps it readable. Name it after the operator so people can find it.
- Rhian MorganOkay, I've got two panels. One for tickets by category and one for usage over time. It looks a bit plain, but it's mine.
- Callie BrennanPlain is good. Nobody has ever complained about a dashboard being too easy to read. Now share it. Choose your team, not individual names, so a new joiner picks it up automatically.
- Rhian MorganOoh, that's handy. We've got a couple of people joining the team in the new year, so that saves me a job.
- Callie BrennanWhich brings me to licences. You've got forty licensed users, and at the moment only a handful are active. That's fine, and it's a good place to be, but it means there's plenty of room for the rest of your team to come on.
- Rhian MorganYeah, that's honestly my aim. Cerys wants everyone in customer success using it before the end of the year, and the account managers after that.
- Callie BrennanThen let's make you the person who can show them. Last section: saved questions. Take the renewals question we just asked and save it. Give it a name that says what it's for.
- Rhian MorganRenewals with open tickets. Saved. And I can schedule it? Oh, I can pin it to the dashboard as well. Brilliant.
- Callie BrennanPin it, yes. Quick thing on the admin side while we're here. Who's your admin at the moment, apart from me, obviously?
- Rhian MorganThat would be Cerys and one of our people in IT. I wouldn't call myself one, to be honest.
- Callie BrennanThat's fine. I'll send the setup note tomorrow with the connector list, who owns each source and what to check if the refresh looks late. It means you can run things without me.
- Rhian MorganPerfect. Could you also put in how to ask for a new connector, in case we want to add something later?
- Callie BrennanWill do. Anything you want to go back over before we finish? I know we've covered a lot.
- Rhian MorganI'd like to rebuild the dashboard on my own once, just so it sinks in. Can I do that now while you're on?
- Callie BrennanOf course. Take your time, I'll stay quiet unless you get stuck.
- Rhian MorganRight, done. Second operator, same layout, shared with the team. That took me no time at all compared with last week.
- Callie BrennanThat was lovely to watch. It maps cleanly, and you didn't need me once.
- Rhian MorganThank you, Callie, that was really useful. I'll tell Cerys it's going well.
- Callie BrennanPlease do. I'll send the setup note and a short summary of today tomorrow. Speak soon, Rhian.
- Rhian MorganCheers, bye for now.
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