Dunholm Precision / BG-Demo – Onboarding
Callcompleted
Dunholm Precision · 7 Jan 2025 10:00
Callie Brennan ran Ruth Ackroyd's four test questions on the loaded sources. Duplicate tickets and empty order fields showed up as limits. Ruth wants first users in now, with caveats in the invitation, and the call recorder is the next connector.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan ran Ruth Ackroyd's four test questions on the loaded sources. Duplicate tickets and empty order fields showed up as limits. Ruth wants first users in now, with caveats in the invitation, and the call recorder is the next connector.
What happened: Callie demonstrated the brain on Ruth's questions. The open-orders view was right first time for Ruth, who said it replaces an hour with two spreadsheets.
Customer view: Ruth tested the answers against what she knew. Two inspectors raising the same issue counted as separate tickets, and one recent ticket had no order number so it did not join.
Commercial: Ruth asked for first users to go in and for caveats in the invitation. The call recorder connector is the next piece of work and depends on written access from the sales engineering manager.
Watch: both gaps are process issues at Dunholm Precision, so adoption depends on Ruth's team using the duplicate status and Nathan making the order field required.
Themes
As at Fri 9 Oct 2026Theme
Onboarding first questions
Importance
neutral
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- Nathan Booth to request call recorder access and make the order field required on new tickets this week, telling Callie the day.
- Callie Brennan to draft the invitation wording, the duplicate count and the updated setup note.
- Ruth Ackroyd to have her team use the duplicate status in the helpdesk.
Risks
As at Fri 9 Oct 2026- Duplicate tickets are counted as separate tickets until the team marks them with the duplicate status.
- Tickets without an order number do not join to orders, so some quality history is hidden in the order view.
- Call material is not available until the sales engineering manager gives written read-only access to the recorder.
Opportunities
As at Fri 9 Oct 2026- The open-orders-with-quality-history view saves Ruth about an hour of manual spreadsheet work per query.
- Connecting the call recorder would deepen the brain's roots at Dunholm Precision.
Transcript
Callie BrennanMorning, both. Happy new year. Plan for the hour: review the two sources now loaded, go through the questions Ruth sent, and agree when the first users go in. Then the call recorder.
Ruth AckroydMorning. What's changed since the last time? Nathan tells me the held-out parts are sorted.
Nathan BoothMostly. I settled most of them myself, the planners confirmed a few more, and a handful are still unknown. I sent the sheet back to Callie.- Callie BrennanI've applied it, so the sheet is now a mapping. The unknowns stay as separate parts and are marked, so they don't pollute the grouped ones.
- Ruth AckroydRight. Show me it working. I sent you four questions.
- Callie BrennanI'll share my screen. Question one, from your list: which customers had a dimensional ticket against the same part more than once in the last quarter. I've typed it in as you wrote it.
- Ruth AckroydGo on, then.
- Callie BrennanIt's come back with a short list. Three customers. For each it gives the part, the tickets, the dates and a link to the ticket itself. The brain also shows which sources it used, so you can check.
- Ruth AckroydHang on. Go back. That second customer. I know that one. It's one part, and I'd have said the issue was twice, not three times.
- Nathan BoothLet me look. Is one of those a duplicate ticket? We do raise two for the same issue sometimes, when two inspectors catch it.
- Callie BrennanLet me open the three. Two of them have the same time stamp within minutes, and the same description. That looks like a duplicate rather than a repeat.
- Ruth AckroydSo the brain is right to show three tickets, and I'm right to say twice.
- Callie BrennanBoth true. It's counting tickets. What it can't know is that two inspectors raised the same issue. I'd be careful before I called it a bug. It's a property of how the tickets are raised.
- Ruth AckroydHm. Can it be told? Is there a way of saying these two are one?
- Callie BrennanNot automatically, and I wouldn't want to guess. You could link duplicates in the helpdesk with a field or a tag, and then I can exclude them. That's a process decision for your team, rather than something I should hide in a mapping.
- Nathan BoothWe have a duplicate status in the helpdesk already, I think. People don't always use it.
- Ruth AckroydThey'll use it. I'll make them. Send me the evidence of how many aren't marked when you've got it.
- Callie BrennanI'll add that to the list. Questions two and three, shall I run them?
- Ruth AckroydPlease.
- Callie BrennanTwo: for a named customer, show me every open order against parts that have had a quality ticket in the last few months. I've used the customer you picked.
- Ruth AckroydThat's the one I really want.
- Callie BrennanAnd here it is. A list of open orders with delivery dates, and against each the related tickets. It's sorted by the earliest delivery date. So what you can see at a glance is which orders are due soon and carrying a quality history.
- Ruth AckroydRight first time. That's what I'd do by hand with two spreadsheets and an hour.
- Ruth AckroydWait. This one. The third order down. It's not got a ticket shown, but I know there was one.
- Nathan BoothThat might be the reference field again. If the ticket doesn't have the order number, it can't join.
- Callie BrennanLet me check. Yes. That ticket is in the system, against the right customer and part, but the order field is empty. So it appears under the part but not under the order.
- Ruth AckroydSo it's there, but it's not where I'd look.
- Callie BrennanIn this view, yes. If you ask by customer and part rather than by order, it's shown. That's the honest limitation of the join, and I flagged it for the older tickets. This is a more recent one, so it's worth knowing.
- Ruth AckroydThen I need the field filled in at source. Nathan, can we make it mandatory?
- Nathan BoothI can make it required on new tickets. It won't fix old ones. And someone will complain when they don't have the number to hand.
- Ruth AckroydThey can find the number. It's their job.
- Callie BrennanIf you make it required, tell me the day, and I'll record it in the note, so when someone asks later why tickets before a certain date don't join, there's an answer.
- Nathan BoothI'll do it this week and tell you.
- Callie BrennanQuestion three. Which sales-engineer calls mention a delivery commitment for this customer? That one I can't answer yet, because the call recorder isn't connected. So that's the next connector.
- Ruth AckroydWhen?
- Callie BrennanI need written access to the call recorder. Nathan, who owns that?
- Nathan BoothThe sales engineering manager has the admin rights. I'll ask them today, and I'll say what it's for and that it's read-only.
- Callie BrennanThat's all I need. A written yes, and a service account if the recorder supports one. Once I have it I'll start, and I'll tell you the date I've got it, not before.
- Ruth AckroydFine. And the first users?
- Callie BrennanI'd say now is right. The two you named, plus yourself. With the caveats in the setup note: tickets before a certain period join less well, duplicates count as tickets, and the call material isn't there yet.
- Ruth AckroydPut those caveats in the invitation, not just in a note nobody reads.
- Callie BrennanGood point. I'll draft the invitation wording, and Nathan can send it from your side so it comes from someone they know.
- Nathan BoothThat works.
- Callie BrennanActions, then. Nathan: the call recorder access request, the required field on new tickets with the day, and sending the invitations once I've sent the wording. Me: the wording, the duplicate count, and the updated setup note. Ruth: your team to start using the duplicate status.
- Ruth AckroydDone. Next call?
- Callie BrennanNext Tuesday, same time. Thanks, both.
- Nathan BoothThanks, Callie. Bye.
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