Haddon Rook Logistics / BG-Demo – Training
Callcompleted
Haddon Rook Logistics · 6 Feb 2026 10:00
Training call on 6 Feb 2026. Spencer Gaunt wants one view of customer calls, invoices and delivery notes instead of five systems. Laura walked through search, chat and pages before user setup with Tyler.
What was said
What this says
As at Fri 9 Oct 2026Training call on 6 Feb 2026. Spencer Gaunt wants one view of customer calls, invoices and delivery notes instead of five systems. Laura walked through search, chat and pages before user setup with Tyler.
What happened: Laura Penhaligon walked Spencer Gaunt through search, chat and pages, and confirmed the nightly refresh is done by seven in the morning UK time on business days.
Customer view: Spencer wants to see a customer's calls, invoices and delivery notes in one place. He said that is the bit that will really save time, because support questions currently need three people.
Commercial: This states the value case in the customer's own words, which the CSM can use at the renewal. Spencer is the most senior customer voice and is acting as the champion.
Watch: Spencer asked what to do when something is urgent, and was pointed to the source systems because the brain refreshes overnight. Tyler's user setup and data check were still to come.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to send Spencer a guide and videos, and Tyler Brookes to finish user setup and confirm the data is flowing.
Risks
As at Fri 9 Oct 2026- Overnight refresh means urgent questions go back to the source systems, which could weaken the single-view promise if expectations are not managed.
Opportunities
As at Fri 9 Oct 2026- Spencer's stated value is a single view across calls, invoices and delivery notes, which gives a clear base for a value case at renewal.
Transcript
Laura PenhaligonHi Spencer, good morning. How's the week treating you?
Spencer GauntMorning. Yeah, busy but good. Looking forward to getting everyone on the brain.- Laura PenhaligonPerfect. So today I want to walk you through the key features: search, chat, and pages, and then Tyler's taking care of user setup on a separate call. Your connectors are all live, so the data's flowing in. Questions as we go?
- Spencer GauntSounds good. Main thing for us is being able to pull up a customer and see everything: calls, invoices, delivery notes, in one place rather than bouncing around five systems.
- Laura PenhaligonThat's exactly what this does. So you'd search for the customer by name, and you get a view with all their data. You can drill into any call, any invoice. And from there, the real power is the chat function, you ask the brain a question like 'what issues came up with this customer last month' and it synthesizes everything.
- Spencer GauntAnd everyone on the team can do that?
- Laura PenhaligonEveryone you've added. Tyler manages the access from the settings. So you control who sees what.
- Spencer GauntGood. How up to date is the data?
- Laura PenhaligonWe refresh everything overnight, done by seven in the morning UK time on business days. So each morning you've got yesterday's calls, yesterday's invoices, all of it.
- Spencer GauntRight. And if something's urgent, do we have to wait for the refresh?
- Laura PenhaligonYou can search within your systems directly, CRM, call recorder, and pull from there. The brain's more for the day-to-day view. Any patterns, exceptions, things that span multiple systems, that's where the brain shines.
- Spencer GauntOkay. And this pages thing, I'm not totally clear on that.
- Laura PenhaligonPages are custom views. You create a filter: say, all customers with a delivery exception from this week, and you save it as a page. Your team can open that view every morning and see what's outstanding. Saves them manually checking each account.
- Spencer GauntSo we can build pages for the things we care about most?
- Laura PenhaligonExactly. Start with the big ones: late deliveries, invoices over thirty days, and your team can add more as they find useful ones. There's no limit.
- Spencer GauntAnd the search, does that search across all four connectors or just CRM?
- Laura PenhaligonAll four. Salesforce, your call recorder, the accounting system, email, everything. One search box, everything comes back.
- Spencer GauntThat's the bit that'll really save us time. At the moment a support question comes in and nobody knows the full picture without talking to three different people.
- Laura PenhaligonYeah. That's the gap we fill. One search, you've got the full context. If someone rings and you want to know the history, not just this month, the whole relationship, it's all there.
- Spencer GauntPerfect. Anything else I should know before we hand over to Tyler?
- Laura PenhaligonI'll send you a guide and a link to some videos. If there's something unclear, just reach out. But once Tyler's finished with user setup and confirmed the data's flowing properly, you're ready to start using it.
- Spencer GauntGreat. Thanks, Laura.
- Laura PenhaligonCheers, Spencer. Speak soon.