Grisedale Search & Selection / BG-Demo – Check In
Callcompleted
Grisedale Search & Selection · 5 Aug 2024 09:00
Lauren Pilkington says use is spreading from consultants to finance and that complaint visibility is the big gain. One ticket, caused by a renamed CRM field. She asked about open roles by sector and wants more of the team on it.
What was said
What this says
As at Fri 9 Oct 2026Lauren Pilkington says use is spreading from consultants to finance and that complaint visibility is the big gain. One ticket, caused by a renamed CRM field. She asked about open roles by sector and wants more of the team on it.
What happened: Marcus Bell ran a routine check-in on usage and support. Lauren Pilkington was positive and raised a new question on open roles by client sector.
Customer view: Lauren says people use it before client calls and for seeing complaints. She called complaint visibility the big thing for her.
Commercial: Marcus said the contract runs to the end of April next year. Lauren would run it past Stuart and can tell him the consultants are using it.
Watch: Adoption is still a small group out of fifteen seats, and some staff have never logged in. A renamed CRM field broke a connector mapping, so field changes need a heads up to BG-Demo.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, sector view
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- Lauren Pilkington to check whether sector is a CRM field and tell Marcus Bell.
- Lauren to ask Joe about a thirty-minute team session.
- Marcus to send session times by email and keep watching the usage numbers.
Risks
As at Fri 9 Oct 2026- Many of the fifteen seats are unused, and some people have never logged in.
- Renamed CRM fields can break connector mappings without warning.
Opportunities
As at Fri 9 Oct 2026- A sector page for open roles could replace the consultants' spreadsheet if sector is a CRM field.
- A peer-led session could bring more consultants onto the brain.
Transcript
Lauren PilkingtonMorning Marcus! Quick one before we start, one of the consultants asked me yesterday whether the brain can show open roles by client sector. Can it?
Marcus BellMorning Lauren. Good question, I'll come back to that in a minute, I've made a note. Let me share my screen first and say what I want to cover. I've pulled the numbers on usage, and then I'd like to hear what's working and what isn't.- Lauren PilkingtonGo for it. I've got a coffee and about half an hour.
- Marcus BellPerfect. So, can you see the usage page?
- Lauren PilkingtonYep, I can see it.
- Marcus BellSo the headline is that the number of people using it each month has gone up a fair bit compared with the previous quarter. It's still a small group out of the fifteen seats you've got, but it's moving the right way, and I'm pleased about that.
- Lauren PilkingtonThat's the consultants. Two of the finance team started using it after Joe showed them how he looks up a client before a call. Then it kind of spread.
- Marcus BellThat's exactly what I'd hoped. Is that the kind of thing you're hearing, that people are using it before calls?
- Lauren PilkingtonMostly, yeah. And for complaints. Before, if a client had moaned to someone else in the office, the next consultant would ring up and have no idea. Now they can see it. Honestly that's been the big thing for me.
- Marcus BellGood. That's what you bought it for, so it's nice to hear it's landing. Okay, second thing. There's been one support ticket this last month. Do you remember it?
- Lauren PilkingtonOh, that was mine, I think. Was it the one about a role that wasn't showing up?
- Marcus BellThat's the one. It was answered the same day and the cause was a field in the CRM that had been renamed. It's sorted now, but if anyone changes fields in the CRM it's worth giving us a heads up.
- Lauren PilkingtonRight, that'll have been me tidying up. Sorry. I'll tell you next time I touch it.
- Marcus BellNo need to apologise at all, it's an easy one to miss. Just a quick message and we'll check the connector still maps.
- Lauren PilkingtonWill do. So, go on, the sector thing. Can the consultants see that?
- Marcus BellRight. It depends whether sector is a field in your CRM. If it is, then yes, you can filter by it in search, and Nadia as admin could set up a page for it. If it isn't, then it's a data job for your side first. I can look into which it is, if you like.
- Lauren PilkingtonI think it is, actually, we use it for the mailshots. I'll check and tell you.
- Marcus BellGreat. If it's there, I'll happily jump on a call with Nadia and set the page up with her.
- Lauren PilkingtonThat'd save us hours. Because at the moment they're doing it from a spreadsheet, which gets out of date the minute you save it.
- Marcus BellUnderstood. One more thing from me, and then it's yours. Your contract runs to the end of April next year, so we've got a good while. I just want us to keep looking at usage together so that when it comes round, it's obvious what you're getting out of it.
- Lauren PilkingtonThat's fine. I'd have to run it past Stuart at some point, but I can tell him what I've told you, that the consultants are actually using it.
- Marcus BellThat's all I'd need. Anything on your side, anything not working or anything you'd want changed?
- Lauren PilkingtonNot really. I'd like more of the team on it, obviously. We've got people who've not logged in once.
- Marcus BellOkay, how about a short session for them? Thirty minutes, one of your consultants shows it on a live client, and I'll be on hand for questions. It tends to land better coming from a colleague than from us.
- Lauren PilkingtonYes, let's do that. Joe would do it, I think. I'll ask him today.
- Marcus BellLovely. So, recap. You'll check whether sector is in the CRM. You'll tell us if fields change. And you'll ask Joe about the team session. I'll send a couple of times over by email and keep an eye on the numbers.
- Lauren PilkingtonPerfect. Thanks Marcus, that's really helpful.
- Marcus BellThanks Lauren. Speak soon, and have a good week.
- Lauren PilkingtonYou too. Bye for now.
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