Pelton Grange Care / BB-Demo – Onboarding
Callcompleted
Pelton Grange Care · 2025-10-16 13:00
Onboarding check-in on 16 Oct 2025. Pelton Grange Care is positive about the chat and has about ten users live, but raised wrong invoice dates in the finance connector and one slow search.
What was said
What this says
Current to 13 Oct 26Onboarding check-in on 16 Oct 2025. Pelton Grange Care is positive about the chat and has about ten users live, but raised wrong invoice dates in the finance connector and one slow search.
What happened: Onboarding check-in on 16 Oct 2025 with Stephanie Lowes and Lindsay Pallister, hosted by Laura Penhaligon. Two issues came up: wrong invoice dates and a slow search.
Customer view: Lindsay called the chat pretty powerful after testing it with a few people. Stephanie said asking across systems at once is what everyone is excited about.
Commercial: About ten users are live against forty licensed seats, so there is headroom. The evidence does not show which tier the customer holds.
Watch: Laura said the brain does not clean data, so the invoice dates may be a source problem. The slow search was left to the next refresh, with escalation to support if it repeats.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Stephanie Lowes to check the invoice dates with the customer's finance team.
- Laura Penhaligon to escalate to support if the slow search keeps happening.
Risks
Current to 9 Oct 26- Wrong invoice dates in the finance connector could erode trust before the wider rollout.
- A slow search was reported and left to the next refresh, so it may recur.
Opportunities
Current to 9 Oct 26- About ten users are live against forty licensed seats, so there is room to grow adoption across the homes.
- Searching call transcripts and asking across all four connectors at once appealed to the customer.
Transcript
Laura Penhaligon NoneHi there. How's the setup been going since we last spoke?
Stephanie Lowes NoneGood, yeah. We've added a few users already. But I had a question about the finance connector.- Laura Penhaligon NoneSure, go ahead.
- Stephanie Lowes NoneIt's pulling invoices in, but the dates look wrong on some of them. Is that a data problem at our end?
- Laura Penhaligon NoneCould be either. The brain doesn't clean data, so if the invoices have bad dates in your finance system, they'll come through like that. You might want to do a quick audit of your finance data before rolling out to everyone.
- Stephanie Lowes NoneRight, okay. I'll check with our finance team.
Lindsay Pallister NoneWe've been testing the chat with a few people and it's pretty powerful. But we're wondering about the call recordings, are they actually searchable?- Laura Penhaligon NoneThe call recorder is feeding transcripts, so yes, you can ask about what was discussed on a call. Very handy for customer calls where you need to track what was promised.
- Lindsay Pallister NoneThat's brilliant. What about, sorry, Stephanie, go on if you were going to say something.
- Stephanie Lowes NoneNo, you're fine. Carry on.
- Lindsay Pallister NoneCan people ask questions across all four connectors at once, or do they need to pick which system they're asking about?
- Laura Penhaligon NoneAll at once. That's the point, really. One question, all the data. So if you ask about a family and their home and their open invoices, you get answers from CRM and finance in the same result.
- Stephanie Lowes NoneThat's the thing everyone's excited about. Right, so my other question, we're running up against some limits, I think. One user came back and said the search was slow.
- Laura Penhaligon NoneHow many results were they looking for?
- Stephanie Lowes NoneI'm not sure. Should I tell them to narrow it down, or is it our connector setup?
- Laura Penhaligon NoneProbably both. Most slow searches are either too broad or a connector isn't keeping up. Usually it sorts itself in the next refresh. If it keeps happening, that's worth escalating to support.
- Lindsay Pallister NoneOkay. How many people have you got using it now, Stephanie?
- Stephanie Lowes NoneAbout ten or so from different homes.
- Laura Penhaligon NoneThat's good progress. You've got forty licensed seats total, so plenty of headroom. I'd keep rolling out as people get confident with it. And do send me any major questions, helps me understand how teams use it.
- Lindsay Pallister NoneWill do. Thanks again.
- Laura Penhaligon NoneCheers. Let me know how you get on.