Marlstone Legal / BB-Demo – Onboarding
Callcompleted
Marlstone Legal · 2025-04-09 09:15
Onboarding session on 9 Apr 2025. Laura Penhaligon showed Emma Jagger and Elliot Kirkby how to ask questions, save them, build dashboards and what refresh to expect. Emma said phrasing questions was unclear.
What was said
What this says
Current to 13 Oct 26Onboarding session on 9 Apr 2025. Laura Penhaligon showed Emma Jagger and Elliot Kirkby how to ask questions, save them, build dashboards and what refresh to expect. Emma said phrasing questions was unclear.
What happened: Laura Penhaligon ran the 9 Apr 2025 session with Elliot Kirkby and Emma Jagger, covering questions, saved questions, dashboards, permissions and nightly refresh. Esther Quaye was not on the call.
Customer view: Emma said it was a bit unclear how to phrase questions, then closed by calling the session really helpful. Elliot asked about dashboards and day-to-day contact.
Commercial: Elliot wanted a monthly report card for a client, which Laura said is in Growth and offered a template. Dashboards would show investment by the customer.
Watch: Only two customer people attended, and no business development users who are meant to ask daily. Laura said connectors were live earlier than the early June date given at kickoff; the call does not explain why.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura sends the dashboard template and example questions.
- Esther contacts the customer for the first check-in.
Risks
Current to 9 Oct 26- Emma found question phrasing unclear, which could slow adoption among business development users.
- The brain can mix up months on billing questions, so early answers may need rephrasing.
Opportunities
Current to 9 Oct 26- Dashboards for client report cards, which Laura placed in Growth, would show customer investment.
- A shared library of saved questions could build daily use.
Transcript
Laura Penhaligon NoneHi Emma, Elliot. This is the onboarding session. Connectors are live now, data's been flowing for a week. Today I'll walk you through using the brain.
Emma Jagger NoneYeah, great. We've had a quick look and it's a bit unclear how to phrase questions.- Laura Penhaligon NoneFair enough. The short answer is: ask questions like you would to a colleague. The longer answer is there's a grammar to it, but it's intuitive. What's a question you'd typically ask?
Elliot Kirkby NoneUm, 'what's the status of the Acme matter' or 'who did we speak to about the expansion project last month?'- Laura Penhaligon NonePerfect. So 'status of the Acme matter': the brain pulls that from Salesforce, shows the stage, next steps, outstanding actions. 'Who spoke to them last': it searches calls and emails, pulls back names, dates, topics. Let me show you.
- Laura Penhaligon NoneResults come back in about 10 seconds. It's shown me the Acme record from Salesforce: matter name, team lead, billing rate, and three recent calls with dates and summaries. Click into any to see the full transcript.
- Emma Jagger NoneSo those transcripts are from the call recordings?
- Laura Penhaligon NoneYes. Gong records the calls, we've indexed them, so anything said on a call is searchable. That's the win over just Salesforce, you're not relying on notes.
- Elliot Kirkby NoneWhat if we ask something the brain doesn't understand?
- Laura Penhaligon NoneIt'll either come back with something close, or it'll say it doesn't have that data. Occasionally it gets confused, you might ask about billing this year and it'll mix up months. You just rephrase. Over time you'll find the questions that work best.
- Emma Jagger NoneCan we save questions? So next time I don't retype?
- Laura Penhaligon NoneYeah, absolutely. You can star a question, that saves it in your library. You can run it again anytime. That's where a lot of value lives, your team builds a library of saved questions specific to your workflow.
- Elliot Kirkby NoneCan we build dashboards? A monthly report card for a client?
- Laura Penhaligon NoneYes, that's in Growth. You can build dashboards: pull metrics from the brain, visualise them, schedule refreshes. Not as slick as a BI tool, but really solid for client management. I'll send a template.
- Emma Jagger NoneHow do we handle confidential data? Salary info or personal stuff?
- Laura Penhaligon NoneGood question. Permissions control who sees what. Finance data you've locked to the finance team, others won't see it, the brain won't return it. Personal data, you'd flag that and we'd make sure it's not indexed.
- Elliot Kirkby NoneHow often do data refreshes happen?
- Laura Penhaligon NoneEvery night by 7 a.m. your time on business days. Anything that changes in Salesforce, new calls in Gong, new emails, new invoices in Xero, all picked up by 7 a.m. Weekends and holidays we don't refresh.
- Emma Jagger NoneIf a connector stops working, what happens?
- Laura Penhaligon NoneYou'll see an alert in the brain. I monitor on my end too. If Salesforce credentials expire or Gong goes down, I'll spot it and reach out before you notice. Raise a ticket with Esther if there's an issue, we'll get you an answer within an hour.
- Elliot Kirkby NoneWho's our contact day to day once you hand over?
- Laura Penhaligon NoneEsther, your customer success manager. She's the main contact. If something's urgent, you can reach me directly but Esther's the official channel. She'll do quarterly check-ins.
- Emma Jagger NonePerfect. Thanks, Laura. This is really helpful.
- Laura Penhaligon NoneNo problem. I'll send that dashboard template and example questions. If you hit any snags in the next couple of weeks, just shout. Otherwise Esther will be in touch for the first check-in.