Llano Crossing Software / BG-Demo – Onboarding
Callcompleted
Llano Crossing Software · 22 Jul 2026 15:30
Follow-up onboarding call on 22 Jul 2026. The Zendesk priority issue is resolved, the team has taken to the dashboard builder, and Kayla supplied a concrete use case for the renewal story.
What was said
What this says
As at Fri 9 Oct 2026Follow-up onboarding call on 22 Jul 2026. The Zendesk priority issue is resolved, the team has taken to the dashboard builder, and Kayla supplied a concrete use case for the renewal story.
What happened: Hector confirmed priority is optional in their Zendesk config and has been fixed. Hamza updated the connector mapping, so the refresh that night should reflect it.
Customer view: Kayla said the team loved the dashboard-builder session and that Sarah built a support volume by region dashboard. She described a case where Sarah found a past solution and avoided a callback.
Commercial: Hamza said that story is the one to use at renewal. Finance may get read-only Viewer access, which widens the user base beyond customer success.
Watch: Adoption is tied to Sarah. The department-wide walk-through is a chance to spread use.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to confirm the refreshed Zendesk data after the nightly refresh.
- Kayla Ramirez to run the department walk-through using Sarah's dashboard.
- Hamza Akhtar to check in again in a month.
Risks
As at Fri 9 Oct 2026- Adoption and dashboard building rely heavily on Sarah, a single power user.
Opportunities
As at Fri 9 Oct 2026- Finance viewers and the department-wide walk-through could widen usage and support a user or team upgrade.
- The documented ticket-history use case gives a value story for the renewal.
Transcript
Hamza AkhtarKayla, Hector, morning. Quick check-in on how things are progressing. Did you get a chance to look at the Zendesk fields?
Hector VillarrealYes, I did. Turns out priority is optional in our config, so some tickets just don't have it. We've fixed that, all new tickets will have a priority now.- Hamza AkhtarBrilliant. I've already updated the connector mapping, so you should see that reflected in tonight's refresh. Any other issues?
Kayla RamirezNot really. The team loved the dashboard-builder session. Sarah built one tracking support volume by region, and now she's evangelising it to the others.- Hamza AkhtarThat's fantastic. Region volume is a great metric. And Kayla, have you been able to document any use cases yet, moments where the brain actually moved the needle?
- Kayla RamirezYes, actually. One of our customers had a recurring issue, and instead of closing the ticket, Sarah searched back and found we'd seen the same problem three months ago. She was able to apply the old solution instantly, avoided a callback, and the customer was impressed.
- Hamza AkhtarThat's exactly it. That's the story we'll use when we talk renewal. Keep collecting these. Now, I want to walk you through the read-only access controls if we have time. Hector, you might have colleagues who want to view dashboards but shouldn't modify them. We can set that up easily.
- Hector VillarrealThat's useful, actually. Finance might want to see certain metrics.
- Hamza AkhtarWe can grant them a read-only role. They can view anything Kayla's team creates, but they can't delete or change queries. That keeps your data clean. Let me walk you through it.
- Kayla RamirezSounds good.
- Hamza AkhtarSo, in the admin settings, you'll see a 'Users and Roles' section. Hector, you can add Finance people there and select 'Viewer'. They'll get access to everything your team has built. You retain full control.
- Hector VillarrealGot it. I can handle that.
- Hamza AkhtarGreat. So where are we with training? Are you planning a broader team session?
- Kayla RamirezYeah, next week we're doing a thirty-minute walk-through for the whole department, not just customer success. I want to show people what's possible.
- Hamza AkhtarExcellent idea. You can use Sarah's dashboard as the example, real data, real value. That'll resonate. Anything else I should know before we wrap?
- Kayla RamirezNo, I think we're in a great place. Thanks, Hamza.
- Hamza AkhtarCheers. You'll have the refreshed Zendesk data tonight, and we're good to go. I'll check in again in a month.