Tilden Marsh Logistics / BG-Demo – Training
Callcompleted
Tilden Marsh Logistics · 14 Apr 2026 16:00
Hamza Akhtar trained about twenty Tilden Marsh staff on search, dashboards, Pages and chat. Angela Kowalski found it intuitive and had no concerns, and Marcus Bell is the day-to-day contact.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar trained about twenty Tilden Marsh staff on search, dashboards, Pages and chat. Angela Kowalski found it intuitive and had no concerns, and Marcus Bell is the day-to-day contact.
What happened: Hamza ran an 84-minute training on 14 Apr 2026 for about twenty people. He covered search, dashboards, Pages and the chat interface, using Tilden Marsh's own exceptions-in-transit data as the worked example.
Customer view: Angela said the product looked intuitive and that her team would like it. She asked whether dashboards can be built without help and whether chat is open to everyone, and was told all 40 licensed users have access.
Commercial: Adoption is the next test, since about twenty of the 40 seats were on the call. Hamza told her to use it over the next week and said a check-in follows next month, with Marcus as the person for day-to-day support.
Watch: Angela expects questions once people start using it, so early support matters.
Themes
As at Fri 9 Oct 2026Theme
Product training and adoption
Importance
praise
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to send a quick dashboard guide.
- Marcus Bell to check in with Angela Kowalski the following month on how usage is going.
Risks
As at Fri 9 Oct 2026- Adoption beyond the first twenty attendees is not yet shown, so seat use may stay low.
Opportunities
As at Fri 9 Oct 2026- Exceptions-in-transit analysis gives the team a concrete use case that could drive questions asked and dashboards built.
Transcript
Hamza AkhtarHi Angela. Thanks for joining. Is everyone settled on your end? I'm going to screen share the brain and walk everyone through how to use it.
Angela KowalskiYeah, we've got about twenty people on. Ready when you are.- Hamza AkhtarPerfect. Right, so what you're looking at is the brain, it's an AI layer over all your data. You've got Salesforce, the helpdesk, accounting, and your call recordings all connected in one place. No more flipping between systems.
- Hamza AkhtarLet me show you the search bar first. This is the main way you'll interact with it. Let's say I want to find all the calls for a specific customer, I just type the customer name.
- Hamza AkhtarSo it's pulling back all the calls for that customer, their open tickets, their recent invoices, everything linked together. You can see the call transcript right there, search for a keyword in the call. Pretty powerful.
- Angela KowalskiSo that's pulling from the call recordings?
- Hamza AkhtarYep, and the helpdesk, and Salesforce. All cross-referenced. You can click into a call and read the full transcript or listen to a snippet. You can click a ticket and see the history. It's all in context.
- Hamza AkhtarNow, the second big feature is dashboards. These are charts and summaries you build yourself. Let me show you an example I've created.
- Hamza AkhtarThis dashboard shows your call volume by day, average call length, most common issues from the ticket descriptions. I built it by just pointing and clicking, no code. You can make your own dashboard to track whatever matters to your team.
- Angela KowalskiCan we build dashboards on the fly, or do we need to ask someone?
- Hamza AkhtarYou build them yourselves. Once I've shown you how, any user can create a dashboard. Takes about ten minutes once you know where to click. I'll send over a quick guide, or you can always reach out to Marcus if you get stuck.
- Hamza AkhtarOkay, the third feature is what we call Pages. These are saved searches. So you might create a page called Priority Issues that shows all your high-priority tickets with their linked calls. Then you can go back to that page every day without re-searching.
- Hamza AkhtarLet me click into this page. See, it's all your open high-priority tickets, sorted by date. You can drill into any of them, see the call history, customer history, billing history, all there.
- Angela KowalskiThis is really clean. I can see why our team will like this.
- Hamza AkhtarYeah, it's designed to save your people time. Instead of opening three or four tabs and hunting for information, it's all here. Right, let me run through the navigation. At the top you've got Search, that's the main bar. Then Dashboard, that's where you manage the ones you've built. Pages, your saved searches. And Settings, that's where admins like Brittany manage user access and team ownership.
- Hamza AkhtarAny questions so far?
- Angela KowalskiI don't think so. This looks pretty intuitive.
- Hamza AkhtarGreat. Now let me walk through a real-world example using your data. Angela, you mentioned in our kickoff that you get a lot of questions about exceptions in transit. Let me search for that.
- Hamza AkhtarSo here we've got all the calls mentioning exceptions, and the helpdesk tickets that mention exceptions. You can see the pattern: specific shipper, specific lane, recurring issue. You could use this to flag a shipping partner for retraining or renegotiation.
- Angela KowalskiThat's exactly the kind of thing we'd use this for.
- Hamza AkhtarRight. So imagine you're sitting with a shipper or a potential customer and they ask, How reliable is this lane? You don't have to guess. You pull this up, show them that you've had a few issues in six months, and you've already fixed most of them. That's data you can act on.
- Hamza AkhtarOkay, let me show you the chat interface, this is new in the latest version. You can actually ask questions in natural language. Like, Show me all open issues for shipper X.
- Hamza AkhtarSo it understands what you're asking and pulls back the right data. It's not perfect every time, but it's getting better. Some of you might prefer the search bar, some might like chat. They're just different ways to ask the same question.
- Angela KowalskiCan everyone use that or just admins?
- Hamza AkhtarEveryone with a licence. You've got 40 seats, everyone gets access to search, dashboards, chat, pages, everything.
- Hamza AkhtarOkay, so questions I always get: Is it fast? Yes, it responds in a few seconds. Can I export data? Yes, from any dashboard or search result. Can I share things with my team? Yes, you can save a dashboard, and anyone on the account can see it. Is it secure? Yes, it's all in your own Snowflake, your data doesn't leave your control.
- Angela KowalskiGood to know.
- Hamza AkhtarAnything else anyone wants me to cover before we wrap up?
- Angela KowalskiI think you've covered it. I'm sure we'll have questions once people start using it.
- Hamza AkhtarThat's normal. Marcus is your go-to, he'll help troubleshoot any questions. I'm here for technical issues, but Marcus is really your person for day-to-day support.
- Hamza AkhtarBrilliant. So you're all set. Get playing with this over the next week, and we'll check in next month to see how you're getting on.
- Angela KowalskiThanks, Hamza. This was really helpful.
- Hamza AkhtarCheers, Angela. Speak soon.
Callsmade from