Fairhallow Travel / BG-Demo – Training
Callcompleted
Fairhallow Travel · 25 Feb 2025 12:15
Callie Brennan trained Tariq Hussain and Leanne Moss on search, chat, pages, dashboards and admin. Tariq found a bookings and tickets pattern on his own client within minutes. Wider rollout across the account team was still to follow.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan trained Tariq Hussain and Leanne Moss on search, chat, pages, dashboards and admin. Tariq found a bookings and tickets pattern on his own client within minutes. Wider rollout across the account team was still to follow.
What happened: Callie ran the session on Fairhallow Travel's own data. Tariq built a client review page and spotted a dip in bookings that matched a rise in tickets.
Customer view: Tariq had not used the product before and was quickly convinced. Leanne called the session really useful.
Commercial: Forty licensed users on Growth and an unused dashboards builder leave clear headroom. Callie advised adding the rest of the account management team in small groups.
Watch: Only two people attended, so adoption depends on Tariq and Leanne carrying it to colleagues. Leanne was shown how to spot a flat connector and a late refresh.
Themes
As at Fri 9 Oct 2026Theme
Growth tier training
Importance
neutral
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 the Monday checklist and a recap after the call.
- Tariq to build two dashboard charts and share the hospitality client page with Becky.
- Callie to ask both attendees in a fortnight what has been useful.
Risks
As at Fri 9 Oct 2026- Only two people attended, so wider adoption depends on them bringing the rest of the account team in.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users and an unused dashboards builder leave room to grow usage across the account management team.
- Tariq's own-client page gives a repeatable example for other account managers.
Transcript
Callie BrennanHello, hello. Can you both see my screen? Tariq, I can see your tile but no camera, is that deliberate?
Tariq HussainHi, sorry, just a second. I'm in a meeting room and the camera's being funny. Audio's fine though. Is that okay?- Callie BrennanAudio's all I need. Hi Leanne, how's the week going?
Leanne MossBusy, but good. It's quiet in the office at lunchtime so I thought this was a decent slot.- Callie BrennanPerfect. So, the plan for the next hour or so. I'll show you the four things you'll use most: search, chat, pages and the dashboards builder. Then Tariq, I want you to try it on one of your own clients while I watch. Leanne, we'll finish with admin: users, connectors and what to check if something looks stale. Sound good?
- Tariq HussainSounds good. I've not really looked at it before, to be honest. Becky said it would help with the quarterly reviews.
- Callie BrennanIt should. Let's start with search, because it's the simplest. I'm typing a client name. You see it brings back everything: the CRM account, the tickets, the bookings. All under one result.
- Tariq HussainOh, that's quick. Normally I'd have three tabs open for that.
- Callie BrennanThat's the idea. Now chat. You ask it in plain English. Let me type: how many service tickets did this client raise last quarter, and how many were marked urgent?
- Leanne MossIt's thinking.
- Callie BrennanIt does that for a few seconds, yes. There. It gives you the answer and, underneath, the tickets it used. Always look at those, so you know where the answer came from.
- Tariq HussainSo if it's wrong I can see why?
- Callie BrennanMostly, yes. If the underlying records are stale or mismatched, the answer will be wrong in a confident way, so it's worth a glance. Leanne, I'll come back to that in the admin part.
- Leanne MossOkay. Can I ask, does it remember what you asked before? Like, if Tariq asks something and I ask a follow-up?
- Callie BrennanWithin one conversation, yes. Between people, no, each person has their own history. But you can save a good answer to a page and share that.
- Tariq HussainRight. Which is what, a page?
- Callie BrennanA page is a saved view that can mix text, answers and charts. Think of it as the document you'd take into a client review. I'll build one now. I'll call it Client review, and I'll pull in the booking summary, the open tickets and the account notes.
- Tariq HussainCan I do that with my own client? I've got a review with a hospitality client coming up.
- Callie BrennanPlease do. Share your screen if you like, or just tell me what you're doing and I'll talk you through.
- Tariq HussainOkay, sharing. Is that showing?
- Callie BrennanYes, I can see it. Go to Pages, new page, and give it the client name.
- Tariq HussainDone. And now?
- Callie BrennanAdd a block, choose Ask, and type what you'd want to know before the review. Start simple.
- Tariq HussainOkay, I've asked for the number of bookings by month this year and it's given me a table. That's right, that's about what I'd expect.
- Callie BrennanGreat. Now ask for tickets raised over the same period and put them on the same page.
- Tariq HussainHuh. There's a spike in the middle. Bookings went down and tickets went up, same month.
- Callie BrennanThat's exactly what you'd want to bring up with the client. Do you remember what happened that month?
- Tariq HussainThey changed their booking tool. We had a lot of calls about it. I'd forgotten, but it makes sense.
- Leanne MossThat's something that would've taken you an afternoon with spreadsheets.
- Tariq HussainLonger, honestly.
- Callie BrennanGood. Now the dashboards builder. It's on your Growth tier, so you've got it. Think of it as the same idea, but with charts that refresh on their own. Let me show you the one I've set up, and then you can copy it.
- Tariq HussainThat's a lot of options. Do I need all of them?
- Callie BrennanNo. Start with two charts, bookings over time and tickets over time, filtered by client. That's all that most account managers need to begin with.
- Tariq HussainOkay. I'll try that this week, before the review.
- Callie BrennanDo. And if it doesn't look right, tell me or Leanne rather than ignoring it. Now Leanne, admin. Can you share on your side?
- Leanne MossSharing. I'm in the admin area.
- Callie BrennanYou'll see Users first. You've got forty licensed users, so there's plenty of room. Adding someone is a name and an email, and they get an invite. I'd add the rest of the account management team over the next week or so, in small groups, so you can answer their questions.
- Leanne MossOkay. And connectors?
- Callie BrennanThat's the next tab. Each one shows when it last loaded and how many records came in. What you're looking for is a number that stays flat for days. That usually means a source has changed, a password expired or someone's altered a field name.
- Leanne MossOkay, so if it's flat, I ask who changed something.
- Callie BrennanExactly. And then raise a ticket if you can't find it. The refresh should complete before seven each weekday morning, so if the numbers are still old by nine, something's up.
- Leanne MossRight. Can I write that down somewhere?
- Callie BrennanIt's in the setup note, and I'll add a short checklist at the bottom. Three things to check on a Monday morning. I'll send it after the call.
- Tariq HussainCan I ask one more thing? If I save a page, can Becky see it, or only me?
- Callie BrennanOnly you, until you share it. There's a share button top right, and you pick people or the whole team.
- Tariq HussainGreat. Then I'll share the hospitality one with her once it's tidy.
- Callie BrennanBrilliant. That's us. I'll send the checklist and a short recap of today, and I'd like you both to tell me in a fortnight what's been useful and what hasn't. Thanks, both.
- Leanne MossThanks Callie, that was really useful.
- Tariq HussainYeah, cheers. Bye.
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