Fairhallow Travel / BG-Demo – Check In
Callcompleted
Fairhallow Travel · 20 Jun 2025 15:00
Becky Lawton is happy and her team uses the brain widely. She wants one page per client and is curious about adding the call recorder. No tickets in the last month. Contract runs to the end of the year.
What was said
What this says
As at Fri 9 Oct 2026Becky Lawton is happy and her team uses the brain widely. She wants one page per client and is curious about adding the call recorder. No tickets in the last month. Contract runs to the end of the year.
What happened: Marcus Bell ran a check-in on 20 Jun 2025. Usage is up and questions are spread across the team, with no tickets in the last month.
Customer view: Becky says refresh is there each morning and the numbers match the CRM. She asked for one page per client, and Marcus showed the dashboards builder, which Growth already includes.
Commercial: Becky wants the call recorder as a connector but is unsure of cost and not ready this month. Marcus will check what is included and pass any commercial question to the account owner.
Watch: the contract runs to the end of the year, and Marcus plans an autumn conversation ahead of it.
Themes
As at Fri 9 Oct 2026Theme
Healthy usage, client pages
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to send times for the dashboards session once Becky sends the attendee list.
- Marcus Bell to confirm whether the call recorder connector is included and route any commercial question to the account owner.
Risks
As at Fri 9 Oct 2026- The contract ends at the end of the year and the renewal conversation has not yet started.
Opportunities
As at Fri 9 Oct 2026- The call recorder as an extra connector under Growth, subject to Marcus checking what is included.
- A dashboards builder session so account managers build their own client pages.
Transcript
Marcus BellAfternoon Becky, can you hear me okay? I'll share my screen in a second.
Becky LawtonHi! Yes, loud and clear. Right, so, story. I was at a client meeting on Wednesday, big engineering firm, and their travel manager asked how many trips were rebooked last quarter. And I just opened the brain and told him there and then. His face. Love that.- Marcus BellHa, that's great to hear. That's the sort of thing I like hearing. So what I wanted to cover today is usage, anything that's been annoying you, and what you'd want from the quarterly review. I've pulled the numbers.
- Becky LawtonGo on then. Be kind.
- Marcus BellNo need, it's good. Active users are up by a fair bit on last quarter, and it's mostly your account managers. Questions asked are up too, and it's spread across the team rather than one person doing most of it, which is the healthy way round. You've got forty seats and you're nowhere near the limit.
- Becky LawtonThat's because I made them. Well, I encouraged them. Strongly. My team needs this before the review, so I told them, if you walk in without checking the brain first, you're doing it wrong.
- Marcus BellWhatever you're doing, keep doing it. Mm. The other thing I looked at was tickets. There's nothing in the last month. No high priority ones, nothing at all. So either it's all running well or you've gone quiet on me.
- Becky LawtonHa, no, honestly it's been fine. Refresh is there when we come in, the numbers match what we see in the CRM. Nobody's complained. Which in my team is a minor miracle.
- Marcus BellGood. That's what I'd hoped. Can I ask what's still a bit clunky? Even small things.
- Becky LawtonWell. One thing. Can we see it by client? I mean properly, one page per client with bookings, service tickets and the last review notes. At the moment my people ask three or four questions and stitch it together themselves. It works but it isn't pretty when you put it in front of a client.
- Marcus BellRight. That's what the dashboards builder is for, and it's included in Growth, so you've already got it. Let me share my screen and show you roughly what I mean.
- Becky LawtonOh, go on.
- Marcus BellSo that's one client, bookings across the top, tickets underneath, and you can filter by month. I've just done this quickly on your data so it's rough, but you see the shape.
- Becky LawtonOh, that's it. That's exactly it. Love that. Can the account managers build their own, or is that you?
- Marcus BellThey can build their own once someone's shown them. Happy to jump on a call with your account managers, shall we book 30 minutes? I'd go through the builder and then leave them to it. I'd rather they own it than rely on me.
- Becky LawtonYes. Yes please. Let's do that before the next round of reviews. I'll get you a list of who should be on it.
- Marcus BellGreat. Is your operations analyst still the one looking after the admin side? I want to make sure whoever is admin has seen the same session.
- Becky LawtonYes, still her. I'll copy her in. She'll be pleased, she's been wanting to get more out of it.
- Marcus BellPerfect. Anything on the connectors? You've got room for a few more under Growth, so if there's a source you wish was in there, now's a good time to say.
- Becky LawtonThe call recorder. We've talked about it. It would be really useful for the review prep, hearing what clients said rather than what we remember them saying. I don't know about cost though, or whether we'd need to pay more.
- Marcus BellIt should sit inside what you already have, but I don't want to guess on the detail. I'll check what's included and what isn't and come back to you. If there's any commercial question, that's for our account owner, I'll make sure he gets it.
- Becky LawtonLovely. And I'll need to think about when. Not this month, we're flat out.
- Marcus BellNo rush. Last thing from me, just so you know it's coming. Your contract runs to the end of the year, so I'll come back to you in the autumn well ahead of that to look at how it's been going. Nothing to do now. And the quarterly review is the place to bring numbers like these anyway.
- Becky LawtonFine. Honestly, I'm happy. I'll say that on the record, if you're recording this.
- Marcus BellHa, I'll take it. So, next steps. I'll send over a few times for the dashboards session. You send me the list of who should be there. I'll check the call recorder question and come back to you. Does that cover it?
- Becky LawtonThat's everything. Thanks, Marcus. Have a good weekend.
- Marcus BellYou too. Cheers, bye.
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