Pentreath Cold Chain / BG-Demo – Training
Callcompleted
Pentreath Cold Chain · 13 Feb 2024 14:00
Training call on 13 Feb 2024. Wes Jago was nervous about trusting the brain, then found his order, ticket and contract clause on one page. Two gaps were stated: no logger readings and no accounting connector yet.
What was said
What this says
As at Fri 9 Oct 2026Training call on 13 Feb 2024. Wes Jago was nervous about trusting the brain, then found his order, ticket and contract clause on one page. Two gaps were stated: no logger readings and no accounting connector yet.
What happened: Callie Brennan trained Wes Jago and Dan Hosken on search, chat, client pages and the dashboards builder. A missed ticket was traced to a wrong category and a filtered view, not a failed refresh.
Customer view: Wes began by saying he had been told this before and then not trusted it. After the unfiltered search he said that was what he had spent the morning doing by hand.
Commercial: Wes asked for a client page for each pharma client, and the dashboards builder is included in the Growth tier. Dan will try a depot dashboard.
Watch: logger device data is not connected and the accounting connector is waiting on access, so invoices will not show on client pages. Dan is chasing finance.
Themes
As at Fri 9 Oct 2026Theme
Training and early trust
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 Brennan to send the setup note with the category tip, the saved search and the two gaps.
- Dan Hosken to try the depot dashboard and report on the unassigned count.
- Dan Hosken to chase finance for accounting connector access this week.
Risks
As at Fri 9 Oct 2026- Logger readings are not connected, so excursion detail still needs the logger system.
- The accounting connector is waiting on customer access, so invoices are missing from client pages.
- Mis-categorised tickets can be missed in filtered views until categories are tidied.
Opportunities
As at Fri 9 Oct 2026- Client pages for each pharma client can be copied from the example page.
- Dashboards builder use by Dan Hosken could deepen adoption on the Growth tier.
Transcript
Callie BrennanAfternoon, Wes. Afternoon, Dan. Can you hear me? I'm going to share in a second.
Wes JagoHi, yeah. I can hear you. Bit of an echo, hang on, let me put my headphones in.
Dan HoskenAfternoon. I'm here, I'll mostly be watching, but shout if the admin side comes up.- Wes JagoRight, that's better. Sorry. Callie, can I say something before we start? I'm a bit nervous about this, to be honest.
- Callie BrennanPlease do. What's on your mind?
- Wes JagoI've got a pharma client who had an excursion on Friday, and I spent most of the morning pulling the ticket, the order and the contract clause together by hand. If this is going to do that for me, great. But I've been told it before and then not trusted it.
- Callie BrennanThat's fair, and it's exactly the right thing to test. So here's the plan for the next hour and a bit. We'll start with search and chat on your real tickets, then the client pages, then the dashboards builder, and then we'll spend time on what it can't see yet, so you know where to double check.
- Wes JagoI like that last bit. Honest.
- Callie BrennanI'd rather you trusted it for the right reasons. Okay, sharing now. You should see the home screen.
- Dan HoskenYes, I can see it.
- Wes JagoSame.
- Callie BrennanStart with search. Type the client's name, the one with Friday's excursion. Don't use anything clever, just the name.
- Wes JagoOkay. Typing it. Right, it's giving me tickets, an order list and a couple of documents.
- Callie BrennanGood. Now look at the newest ticket. Is Friday's one at the top?
- Wes JagoNo. That's the problem. The top one is from the week before. Friday's isn't here.
- Callie BrennanOkay. Don't worry, let's not guess. When did you raise Friday's ticket, roughly?
- Wes JagoFriday afternoon. Late, about four.
- Callie BrennanThen it may simply be that the nightly refresh hasn't picked it up. Let me check when the last refresh completed. Dan, can you see the status page on your admin view?
- Dan HoskenYeah, give me a second. Right. Last completed refresh was this morning, and it says the helpdesk connector finished. No errors.
- Callie BrennanSo it ran. Which means it should have Friday's ticket. Hm. Let me look at the ticket category.
- Callie BrennanGot it. Friday's ticket was logged under a different category, a general complaint rather than temperature excursion, and my search filter on the page was set to excursions only. So it's there, it just wasn't in the view I'd put you in.
- Wes JagoRight. So that's a me problem, sort of. I mean, I categorised it wrong.
- Callie BrennanNot a problem, but it's worth knowing. If the category's wrong, the filtered view will miss it. Without the filter, search finds it straight away. Try again, no filter.
- Wes JagoThere it is. Order, ticket, contract clause, all on one page. Okay. That's what I spent the morning doing by hand.
- Dan HoskenWe could add a rule to flag general complaints that mention the logger or temperature. Is that something I'd set up, Callie?
- Callie BrennanIt's something you could do with a saved search, yes, and I'll show you in the admin section before we finish. I wouldn't automate the category itself, that's a decision for your team.
- Wes JagoCan I ask something else? I'm worried about the two tickets we'd had flagged as high priority recently. Are those in here, properly? Because one of them was a pharma client and I got shouted at.
- Callie BrennanLet's look. Search for high priority, last month.
- Wes JagoTwo results. One's the sync issue Dan mentioned before, and the other is the pharma one.
- Callie BrennanGood. And you can see the timeline on each, when it was raised and when it was first answered. That's worth getting into the habit of using, because it gives you the facts before the conversation with the client.
- Wes JagoYeah. Kerensa always said that. Facts first.
- Callie BrennanNow chat. This is the part people either love or distrust. Ask it something specific. Something you'd actually ask a colleague.
- Wes JagoOkay. What did we promise this client about temperature records in the contract?
- Callie BrennanRead me the answer, and then show me the source underneath it.
- Wes JagoIt says records must be kept and supplied on request, and it links to the contract document. Clause is quoted. That's right, I think. I'd want to read the clause myself.
- Callie BrennanPlease do. That's the right instinct. The chat answer is a pointer, the clause is the evidence. Always click through for anything you're going to put in front of a client.
- Dan HoskenThat's useful to hear. I'll make sure the other users get told that.
- Callie BrennanLet's move to the client pages. These pull the tickets, orders and contract review dates together. I've built one for your largest food client as an example. Have a look through it.
- Wes JagoRight, so this is the view I'd use before a review. Orders down the side, excursions by month, and the contract date at the top. That's good. Can I have one of these for each of my pharma clients?
- Callie BrennanYou can. I'll show you how to copy this page and swap the client. It takes a couple of minutes each.
- Callie BrennanDashboards builder next. You're on Growth, so you have it. Dan, this one's more for you, but Wes, it's worth seeing what's possible.
- Dan HoskenRight. So I could build a monthly view of excursions per depot, if the depot field is filled in.
- Callie BrennanExactly, and as we said on the onboarding call, the older tickets without a depot will show as unassigned. It'll be honest about that rather than guess.
- Wes JagoHang on, if older ones are unassigned, will that make the numbers look worse than they are?
- Callie BrennanIt won't change the total, only the split. I'd put a note on the dashboard saying so, so nobody reads it the wrong way.
- Callie BrennanLast bit, what it can't see. At the moment, nothing from the logger devices themselves is connected. So the brain knows a ticket says there was an excursion, but not the actual readings. For that you still go to the logger system. And the accounting connector is still waiting on access, so invoices won't show up on the client pages yet.
- Wes JagoOkay. I'm glad you said it. I'd have assumed it all came through.
- Callie BrennanThat's why I said it. I'll put both in the setup note so nobody assumes.
- Dan HoskenI'll chase finance again this week. I've got the note you sent.
- Callie BrennanSo to finish. I'll send the setup note with the category tip, the saved search for general complaints, and the two gaps. Wes, you've got a page for your pharma clients to copy. Dan, you'll try the depot dashboard and tell me if the unassigned count looks odd.
- Wes JagoYes. And I'll tell the others to use search without the filter until we sort the categories. Thanks, Callie, that was more useful than I expected.
- Dan HoskenThanks. I'll be in touch once the access comes through.
- Callie BrennanBrilliant. Thanks, both. Speak soon.
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