Auerhain Industrietechnik / BG-Demo – Training
Callcompleted
Auerhain Industrietechnik · 7 Jul 2026 08:00
Training call on 7 Jul 2026: Jonas Hofmann built a ticket-age dashboard and a high-priority alert, plans a churn-risk dashboard next, and says his team is using the brain and wants its own views.
What was said
What this says
As at Fri 9 Oct 2026Training call on 7 Jul 2026: Jonas Hofmann built a ticket-age dashboard and a high-priority alert, plans a churn-risk dashboard next, and says his team is using the brain and wants its own views.
What happened: Ollie Pearson walked Jonas through saved searches, alerts and the dashboard builder. Jonas built a dashboard of his EMEA accounts sorted by open tickets and set up an email alert for about five key accounts.
Customer view: Jonas says he is using the brain for account reviews and is "buzzing". He reports that the wider team is using it and asking for their own views.
Commercial: Customer-built dashboards show investment in the brain and support the renewal case. The evidence does not show the customer's tier, so any upgrade or user-count move is not visible here.
Watch: Jonas wants a churn-risk dashboard built on last interaction date. Ollie promised guides, so that follow-up needs to land.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Ollie Pearson to send Jonas the guides, including the churn-risk dashboard guide.
- A BG-Demo check-in is due in a couple of weeks to confirm adoption.
Risks
As at Fri 9 Oct 2026- The evidence does not show who else at the customer owns the brain, so adoption rests heavily on Jonas.
Opportunities
As at Fri 9 Oct 2026- The wider team is asking for their own dashboards, which could deepen use and support the renewal case.
Transcript
Ollie PearsonMorning, Jonas. Good to see you. Lena mentioned you've been diving into the brain, how's it going?
Jonas HofmannReally well, actually. I've been using it a lot over the past week. I'm thinking about it for my account reviews now.- Ollie PearsonThat's brilliant. That's exactly what I want to hear. So today I want to level you up: show you some of the more advanced stuff: saved searches, alerts, and how to build your own dashboard.
- Jonas HofmannOkay. What's the difference between a search and a dashboard?
- Ollie PearsonGood question. A search is a one-off query. A dashboard is saved, refreshes overnight, and lives in the brain so anyone can see it. You're building a report that your team can use.
- Jonas HofmannAnd I can build it without coding?
- Ollie PearsonWithout a line of code. You just point and click. I'll walk you through it.
- Jonas HofmannAlright, let's do it. What would be a good first dashboard for me?
- Ollie PearsonWhat would you want to see every day?
- Jonas HofmannFor my book of accounts, I'd like to see which ones have open tickets, sorted by how long they've been open. That's the stuff I check manually now.
- Ollie PearsonPerfect. Let me show you how to build that. I'm going to share the dashboard builder now. Okay, you're in. There are three steps: filter, group, and display. First, filter, you want to show only your accounts, yeah?
- Jonas HofmannYes.
- Ollie PearsonI'll click the filter button. I can see your account list, all forty. I'll select yours, which is... what's your territory?
- Jonas HofmannEMEA region.
- Ollie PearsonRight, I'll filter for EMEA. Now we're showing your twenty accounts. Next, I group by open tickets. See how the brain automatically linked Salesforce accounts to Zendesk tickets? I'm grouping by ticket status, open on top. And finally, I'll add a column for ticket age. Done. That's your dashboard.
- Jonas HofmannWow. That was fast. Can I change it?
- Ollie PearsonAbsolutely. You own it. If you want to add more columns, change the order, filter differently, it's all yours. You can also name it, save it, and share it with the team.
- Jonas HofmannThis is going to save me so much time.
- Ollie PearsonThat's the whole idea. Now let me show you alerts. You can set the brain to ping you if something changes, like if a key customer gets a new ticket. Here's how...
- Jonas HofmannCan it send me an email?
- Ollie PearsonYep. Or Slack if you use that. I'll set one up for you now, let's say, notify me if any of my big accounts get a high-priority ticket. You want that?
- Jonas HofmannYes, actually. We have about five I'd call 'key'.
- Ollie PearsonI'll tag those and set up the alert. You'll get an email the moment a high-priority ticket hits. Any other use case you've been thinking about?
- Jonas HofmannI've been wondering, can it tell me which customers are at risk of churn? Like, customers who haven't called in six months?
- Ollie PearsonAbsolutely. That's a slightly more complex query, but yeah. We'd look at last interaction date and flag anything stale. That's the kind of thing that would go into a dashboard. You could even colour-code them by risk.
- Jonas HofmannBrilliant. I'm going to build that next.
- Ollie PearsonPerfect. I'll send you a guide on how to do it. Anything else?
- Jonas HofmannNo, I'm buzzing. This is really good.
- Ollie PearsonBrilliant. You're going to be a power user. I'll send you the guides and Daniel will be in touch for a check-in in a couple of weeks. How's the team adoption looking?
- Jonas HofmannEveryone's using it. Markus is getting requests for dashboards. People are seeing the time saved and they want their own views.
- Ollie PearsonThat's perfect. That's healthy adoption. Well done.