Brannock Medical Supplies / BG-Demo – Training
Callcompleted
Brannock Medical Supplies · 2 Jul 2024 12:15
Callie Brennan trained Lee Garside, a self-described sceptic, and Sunita Bains. Lee found open queries he had not known about and an overdue order, and Sunita offered to run the next session for other account managers herself.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan trained Lee Garside, a self-described sceptic, and Sunita Bains. Lee found open queries he had not known about and an overdue order, and Sunita offered to run the next session for other account managers herself.
What happened: Callie ran a hands-on training on chat, trust pages, pinned pages and sharing. Lee asked about his NHS trusts and found delivery queries he had not seen, two from the previous week.
Customer view: Lee began as a sceptic and said he was less of one after the first answer. His overdue-orders query surfaced an item three weeks old, which he planned to chase straight after the call.
Commercial: Lee noted forty seats and asked whether the whole team gets access. Sunita wants to run the next session with the other account managers using Lee's example, which points to wider adoption of the Growth subscription.
Watch: Callie said the brain reads what is in the CRM, so a wrong CRM means wrong answers. Sunita is tidying CRM data, and trust in answers depends on that.
Themes
As at Fri 9 Oct 2026Theme
Hands-on training, sceptic won over
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie to send Sunita the training outline and setup note by the end of the day.
- Lee to attend Sunita's session and tell the two-queries story.
Risks
As at Fri 9 Oct 2026- Answers are only as good as the CRM data, which Sunita is still tidying.
- Adoption depends on Lee and Sunita passing the story to the wider team.
Opportunities
As at Fri 9 Oct 2026- Sunita will run a session for the other account managers, widening use across the forty seats.
- Pinned trust pages could become a routine before renewal meetings.
Transcript
Callie BrennanHello, hello. Lee, welcome, can you hear me? And Sunita, hi.
Lee GarsideHi Callie. Yes. I'm in a meeting room, hope the echo's not bad.
Sunita BainsHi both. Lee, we're in the same building and you're still on a call. Fun.- Lee GarsideI was queueing for a coffee and wanted to dial in on time. Habit.
- Callie BrennanLovely. So, the plan. This is a training session, and it's long, but we'll take it gently. First, how to ask a question and read the answer. Second, finding things by trust. Third, the pages and what to do when you don't trust an answer. Then, most importantly, you try your own questions, Lee, on your own accounts.
- Lee GarsideSounds right. I'd say I'm a sceptic, so I'll be trying to break it.
- Callie BrennanGood, please do. Sharing my screen. This is the chat window. Type like you'd ask a colleague. Let's try, which of my NHS trusts have open delivery queries?
- Lee GarsideWait, 'my' trusts? How does it know which are mine?
- Callie BrennanYour login. Sunita set you up as an account manager, and the CRM owner field decides which accounts are yours. If it's wrong, that's a CRM thing, not a brain thing.
- Sunita BainsAnd I'll say, I've checked yours. You've got the NHS ones.
- Callie BrennanThere. Look. Five trusts, with the number of open queries. Click on the first. It takes you through to the trust page.
- Lee GarsideHang on. That one, they've got queries in there I didn't know about. Two of them are from last week.
- Callie BrennanSo that's it working. Those would have been sitting in the helpdesk until someone went looking.
- Lee GarsideHonestly, that's most of my week. Looking. Okay, I'm less of a sceptic already, but go on.
- Callie BrennanNow, the answer itself. See the sources below? Always check those. Click one. It opens the original ticket. If the summary says something and the ticket says something else, trust the ticket and tell Sunita.
- Lee GarsideDoes it ever just make things up?
- Callie BrennanIt's built to say when it doesn't know, and to show its working. But it reads what's there. If the CRM is wrong, it will be wrong too. So that's why the sources matter.
- Sunita BainsAnd that's why I'm tidying the CRM. Sorry, Lee, that's the price. You'll be hearing from me about dates in notes fields.
- Lee GarsideI've been expecting that email for a month.
- Callie BrennanRight. Second part, by trust. Let me search for one by name. See, you can type just the first few letters. And here's the trust page. Orders, queries, contacts, contract, and a timeline across the lot.
- Lee GarsideThe timeline's good. That one, it's got the contract renewal, an order, a complaint, an email from the procurement lead. All in a line.
- Callie BrennanIt's the one I'd use most before a trust meeting. Two minutes and you know what's happened since you last spoke.
- Lee GarsideRight. Can I try something? I've got a renewal coming up with one of the bigger trusts. Can I ask it what they've said about delivery in the last few months?
- Callie BrennanGo for it. Type it exactly as you said it.
- Lee GarsideOkay. What has this trust said about delivery since the start of the year. Enter. It's thinking.
- Lee GarsideThat's... huh. It's pulled a complaint about a late delivery, and a thank-you email I'd forgotten about. And a note from a colleague saying their driver was changed.
- Sunita BainsThat's the driver one Helen mentioned. It's the same story.
- Callie BrennanThat's a good one to walk into a renewal with. Mixed picture, and you know exactly where.
- Lee GarsideCan I save that? I'd like to come back to it.
- Callie BrennanYes. Top right, pin it. It goes to your pages, and every time you open the page, it refreshes against the latest data.
- Lee GarsideThat's handy. So I could have a page per trust.
- Callie BrennanExactly. Some people build one for their top ten. Some just keep one for what's due this month. You'll find your own way.
- Sunita BainsCallie, can I ask the admin side? If Lee builds a page, can the others see it?
- Callie BrennanOnly if he shares it. Default is private. Lee, there's a share button, and you pick people or a group. You can try it with Sunita now.
- Lee GarsideShare with Sunita. Done. Sunita, anything?
- Sunita BainsGot it. It's in my list. Good.
- Callie BrennanLast bit, then your turn properly. If an answer feels wrong, there's a thumbs-down and a comment box. Use it. Sunita sees those, and so do we. It's how it gets better for your data specifically.
- Lee GarsideHonest question. We have forty seats, right? So everyone in the team gets this?
- Callie BrennanThat's the plan. Sunita adds them in groups, and I'd suggest you tell them what you found today. A story's better than a feature list.
- Lee GarsideI'll tell them about the two queries I didn't know about. That'll do it.
- Callie BrennanPerfect. Okay, hands on. Ten minutes, ask what you like, I'll stay quiet unless you get stuck.
- Lee GarsideRight. What orders are overdue for confirmation, by trust.
- Lee GarsideOkay, that's a long list. Is it sorted by anything?
- Callie BrennanYou can click the column header, or just ask it to sort by oldest first.
- Lee GarsideSort by oldest first. There. Oh, the top one is three weeks old. I'm calling them after this.
- Sunita BainsLee's found his first win.
- Callie BrennanBrilliant. Keep going, I'm watching.
- Lee GarsideWhich care homes have ordered less this quarter than last. Hm, it's asking me what I mean by less. Count or value?
- Callie BrennanAnswer it. It's checking so it doesn't guess. Value is probably what you want.
- Lee GarsideValue. Right. Eleven care homes. Wait, I can't type that, that's not a digit I should say. Sorry. A good number of them. Some I know about, a couple I don't.
- Callie BrennanThat's your list for the week, then. Sunita, any questions on your side before we wrap?
- Sunita BainsOnly that I'd like to run the next session with the other account managers myself, using Lee's example. Is that okay?
- Callie BrennanMore than okay, it's what I'd hoped for. I'll send you the training outline and the setup note by the end of the day, and you can adapt it.
- Lee GarsideCan I be there? I'll tell them the story.
- Callie BrennanPlease. Right, that's us. Thanks both, that was a good one. Speak soon. Thanks, Callie.
- Lee GarsideCheers Callie. Thanks Sunita.
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