Kingdon Diagnostics / BG-Demo – Training
Callcompleted
Kingdon Diagnostics · 25 Feb 2025 16:45
On the 25 Feb 2025 training call, Callie Brennan walked Ryan Heslop and Leanne Armstrong through pages, search, chat and dashboards. Leanne sees it replacing her spreadsheets. Only a handful of users log in, and site-to-trust mapping is unchecked.
What was said
What this says
As at Fri 9 Oct 2026On the 25 Feb 2025 training call, Callie Brennan walked Ryan Heslop and Leanne Armstrong through pages, search, chat and dashboards. Leanne sees it replacing her spreadsheets. Only a handful of users log in, and site-to-trust mapping is unchecked.
What happened: Callie covered pages, search, chat and the Growth dashboards builder, then Leanne and Ryan each built their own. Leanne turned a chat summary into a saved page.
Customer view: Leanne said she exports from two places into a spreadsheet and a third for invoices. She felt less nervous by the end.
Commercial: Licences are 40 and few are in use, so a shared dashboard is the route to wider adoption. The dashboards builder is the Growth feature in use.
Watch: Callie has not verified how site-level tickets roll up to trusts, and two invoices show under no trust. Callie will confirm the mapping in writing before anything depends on it.
Themes
As at Fri 9 Oct 2026Theme
Dashboards training and adoption
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- Ryan Heslop sends the sites-to-trust list and the two invoice references so Callie Brennan can map them and confirm in writing.
- Ryan sets up groups for contract managers and insurer data, then invites the contract managers.
- Leanne Armstrong shares her turnaround dashboard and introduces the team at their catch-up.
Risks
As at Fri 9 Oct 2026- Only a handful of the 40 licensed users log in, so adoption could stall.
- Site-level tickets may not roll up to the right trust until the mapping is checked.
- Two invoices show under no trust, which may be the same mapping problem.
Opportunities
As at Fri 9 Oct 2026- A shared turnaround dashboard can bring the other contract managers in without them needing to ask the brain anything.
- Leanne wants to replace her manual exports and trust-meeting spreadsheets with dashboards and saved pages.
Transcript
Callie BrennanHello, good afternoon both. Can you hear me all right?
Ryan HeslopYeah, loud and clear. Afternoon.
Leanne ArmstrongHi Callie. Sorry, the sound on my laptop is being odd, give me a second. Is that better? Can you hear me now?- Callie BrennanPerfect, yes. Lovely.
- Leanne ArmstrongGreat. I've come straight out of a meeting about reporting turnaround for one of the trusts, so I'm still a bit in that head space, apologies.
- Callie BrennanNo problem at all, that's actually a good way in. Right, here's the plan for the next hour or so. First I'll show you where things live: pages, search and chat. Then the dashboards builder, because that's what Growth gives you that Starter doesn't. Then a hands-on bit where you each build something with your own data, and I'll leave time at the end for questions and a note on who owns what. Does that work?
- Ryan HeslopFine by me.
- Leanne ArmstrongYeah, good. I should say up front I've barely touched it so far. Ryan's the one who's been in there.
- Ryan HeslopI've mostly been in as admin, checking the connectors loaded and the nightly refresh landed. I've asked it a few questions but nothing serious.
- Callie BrennanThat's exactly where most people start, so you're not behind. Okay, I'm sharing my screen now. Can you see the home page?
- Leanne ArmstrongYes. It's a bit smaller than I expected but I can read it.
- Callie BrennanI'll zoom in. Better? Good. So, on the left you've got your sources, the connectors Ryan checked. In the middle are pages, which are the brain's write-ups of an account, a trust, a contract, whatever the thing is. Let me open the page for one of your trust contracts.
- Callie BrennanWhat you're looking at pulls the referrals, the reporting-turnaround tickets and the invoices for that trust into one place. That's the reason you bought it, isn't it, so a contract manager doesn't have to open three systems.
- Leanne ArmstrongThat's the bit I'd want. At the moment when a trust asks how we're doing, I'm exporting from two places and putting it in a spreadsheet, and then someone asks about invoices and it's a third place.
- Callie BrennanRight, and this replaces that. Each line here links back to the source record, so if someone asks where a number came from you click through. That maps cleanly to how your team already talks about it.
- Ryan HeslopDoes it update overnight, then? The page.
- Callie BrennanYes, the refresh runs overnight and should be complete before seven in the morning on business days. If you ever open a page and it looks stale, tell me or the support desk rather than assuming, because that's something we'd want to look at.
- Ryan HeslopOkay. Good.
- Callie BrennanNow search. Top bar. Let me type the name of a trust and a month. See, it gives you pages, tickets and invoices, grouped. You can filter by type on the right. Leanne, have a go, put in something you'd really look for.
- Leanne ArmstrongOkay, give me a minute. I'll try a trust and the word breach. Hang on, I've typed it wrong. There.
- Leanne ArmstrongRight, so it's found three tickets and a page. Oh, that's useful. That's the one we had a conversation about last month.
- Callie BrennanGood. And notice it didn't need the exact word, it matched on meaning. Okay, next is chat, which is the part most people end up using most. It's the same brain, but you ask in plain English. Try asking which trust has the slowest reporting turnaround at the moment.
- Leanne ArmstrongJust type it like that? What if I get the wording wrong?
- Callie BrennanJust like that. If it's ambiguous it will ask you back. Go on.
- Leanne ArmstrongRight. It's come back with a trust and a list of tickets, and it says what it's based on. Is that, um, the tickets from the helpdesk?
- Callie BrennanYes, it's showing you the helpdesk tickets underneath. And that's the habit I'd like you to get into: read the sources it cites before you quote anything to a trust. It's a very good first pass, but you check the citation.
- Ryan HeslopCan it be wrong about which trust a ticket belongs to? Because some of ours are logged under the site, not the trust.
- Callie BrennanGood question, and I haven't checked that mapping for your site-level tickets yet, so I'm not going to tell you it's right. What I need from your side is a list of which sites roll up to which trust. Could you send that over?
- Ryan HeslopYeah, I can pull that out of the referral system. There's a sites table. I'll send it tomorrow.
- Callie BrennanBrilliant, thank you. I'll map it and then we'll know. Before we switch on anything that depends on it, I'll confirm back in writing.
- Leanne ArmstrongWhile we're on that, who sees what? Because some of the contract managers shouldn't see the private insurer information.
- Callie BrennanThat's a permissions question, and it sits with Ryan as admin. I'll show you where in a moment when we get to the admin screen. It's a bit later in the hour.
- Callie BrennanOkay, dashboards. This is the Growth feature. Click on Dashboards, then New. You choose a source, choose what you want to count, and choose how to slice it. I'll build one while you watch, then you do your own. Turnaround by trust, by week.
- Callie BrennanSo that's the count of tickets by trust. Now I change the measure to time to resolve. And group by week. And there it is. Looks plausible, but notice the first week is thin because that's before the connector was loaded. I'd leave that out, so I just set the start date.
- Leanne ArmstrongCan I save that and share it with the other contract managers?
- Callie BrennanYes. Save, then share, and you pick people or a group. They need a licence to open it. You've got forty licensed users, so there's plenty of room.
- Ryan HeslopWe've only had a handful actually logging in. I think a lot of them haven't got round to it.
- Callie BrennanThat's very common at this stage. A shared dashboard they can open without having to ask the brain anything is often the easiest way to get people in. Right, your turn. Leanne, build the turnaround one for your own trust list. Ryan, try one on invoices by trust. I'll stay quiet.
- Leanne ArmstrongOkay. Going quiet then.
- Leanne ArmstrongRight, I've got one. It's a bit ugly but it shows each trust as a line. Is there a way to make the target a line across it? We're held to a turnaround, so it'd help to see where we are against that.
- Callie BrennanThere is, it's called a reference line, under the chart settings. You type the value in. Do you know the target for that trust?
- Leanne ArmstrongI know it from the contract. I'll put it in myself.
- Callie BrennanGood, because I wouldn't want to guess it for you. Ryan, how did the invoice one go?
- Ryan HeslopNot bad. It built, but two invoices show under no trust. I think they're the ones raised to an insurer. So I'm guessing that's the same mapping problem you mentioned.
- Callie BrennanLikely, yes, though I'll look at it properly rather than assume. Put those two invoice references in an email to me along with the sites list and I'll check it against how the accounting system labels them.
- Ryan HeslopWill do.
- Callie BrennanNow the admin screen, since Leanne asked about permissions. I'll share it. This is users, and this is groups. You can make a group for contract managers and a separate one for anyone who needs the insurer data, and set what each group can open.
- Ryan HeslopRight. So I'd make the groups first and then add people. And is there a way to bring a lot of people in at once?
- Callie BrennanYes, you can paste a list of email addresses and it sends invitations. On your tier it's the invites rather than automatic provisioning, but for the numbers you've got that's fine. Try it with one colleague now so you see what they receive.
- Ryan HeslopOkay, I'll put myself in on my other address. Sent. We'll see if it turns up.
- Ryan HeslopIt's come through. It asks them to set up and then it lands on the home page. That's simple enough.
- Callie BrennanGood. That's the experience your contract managers will have. Now a few things that catch people out. First, chat remembers the thread, so start a fresh one for a new topic, otherwise it carries assumptions across. Second, if you save a page, it's a snapshot of that moment, not live. Third, dashboards are live, but only as fresh as the last overnight refresh.
- Leanne ArmstrongHang on, so if I want something for a trust meeting, do I use a page or a dashboard?
- Callie BrennanFor a meeting I'd use a dashboard for the picture and a saved page for the record of what you showed on the day. Then if the trust queries it afterwards, you can say exactly what you were looking at.
- Leanne ArmstrongThat's sensible. That's what I'd want, a record of what I told them.
- Callie BrennanLet's do one more exercise, and it's a real one. Leanne, ask the chat for a summary of this trust's referrals and tickets for the last quarter, then turn the answer into a page. Ryan, watch how she does it so you can show the others.
- Leanne ArmstrongOkay, I'll try.
- Leanne ArmstrongThat's done. It's given me a summary and I've saved it. I've changed one sentence because the wording was a bit blunt. Is that allowed?
- Callie BrennanAbsolutely, it's your page. Edit what you like. The citations stay attached, so anyone can still trace it. That's a really good outcome, you've gone from nothing to a usable page in one go.
- Ryan HeslopCan I ask about the refresh again? If one of the connectors broke, would I see that, or would it just quietly go quiet?
- Callie BrennanYou'd see it on the sources panel, where each connector shows its last successful load. If a source stops moving, that's the first thing to look at. I'd suggest you glance at it on a Monday, it's thirty seconds. And I'll put that in the setup note.
- Ryan HeslopYeah, please. I'll get that in the diary.
- Leanne ArmstrongCan I ask something slightly different? What do I tell the others when I introduce this? Because I think they'll think it's another system to log into.
- Callie BrennanI'd say it replaces the spreadsheet, not adds to it. Show them the turnaround dashboard you made and the saved page, and tell them to ask it one question they'd normally go to three places for. If the first thing they see is useful, they come back.
- Leanne ArmstrongMm. Yeah. I think that works. I'll do it at our team catch-up.
- Callie BrennanLovely. Okay, shall I recap what happens next, so we all leave with the same list? Ryan sends me the sites-to-trust list and the two invoice references. I map them and confirm in writing that the trust grouping is right. Ryan sets up the groups for contract managers and for insurer data, and invites the contract managers. Leanne shares her turnaround dashboard and brings the team in at the catch-up. Is that everything?
- Ryan HeslopI think so. And you'll send the note on how the groups should be set up?
- Callie BrennanYes, a short setup note with the connector checks and the groups, so you can run it without me. I won't hand over without one. You'll have it in the next day or two.
- Leanne ArmstrongAnd after that is it Marcus we speak to? I saw his name on the paperwork.
- Callie BrennanYes, Marcus Bell is your customer success manager, so he'll check in on how usage is going and be your first call for anything that isn't a fault. I'll tell him where we've got to.
- Leanne ArmstrongGreat. Thanks, that was really useful. I feel a lot less nervous about it.
- Ryan HeslopYeah, thanks Callie. Speak soon.
- Callie BrennanThanks both. Speak soon, bye.
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