Garrow Lusk / BG-Demo – Training
Callcompleted
Garrow Lusk · 28 Jul 2023 10:15
Callie Brennan trained Jade Kenwright and Kayleigh Roberts on chat, search and pages. Jade says adoption is a bit slow and asked about upgrading, and a full-team session was floated.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan trained Jade Kenwright and Kayleigh Roberts on chat, search and pages. Jade says adoption is a bit slow and asked about upgrading, and a full-team session was floated.
What happened: Callie walked through chat, search, pages, admin duties and the Starter service level. Kayleigh was told to check the logs weekly and Jade heard the four-hour blocker response.
Customer view: Jade says most of the team forget the brain is there. She welcomed a full-team session in a couple of weeks.
Commercial: Jade asked what an upgrade would mean. Callie described Growth with dashboards, more users and connectors and quarterly QBRs, framed as something for later.
Watch: Garrow Lusk uses three of four connectors on Starter, so there is one spare. No team session date was agreed on the call.
Themes
As at Fri 9 Oct 2026Theme
Starter training and adoption
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Jade Kenwright to send Callie Brennan a date for the full-team training session.
- Callie Brennan to send the admin guide, user guide and FAQs.
- Jade Kenwright to set up two or three regularly asked questions as saved searches or pages.
Risks
As at Fri 9 Oct 2026- Most of the team forget the brain exists, so value may not show before renewal.
Opportunities
As at Fri 9 Oct 2026- Jade asked about upgrading, which opens a Growth conversation for dashboards, users and connectors once adoption takes hold.
Transcript
Callie BrennanMorning both. So today we're going to walk through the key features in detail and make sure you're confident on everything. I've blocked an hour and a half, so we can take our time. Sound good?
Jade KenwrightYeah, that's good. We've had the brain for a few weeks now and there are a couple of things I'm still not sure about.- Callie BrennanNo problem. Let me start with the chat, the main interface. What you do here is type a question in plain English. The brain reads it, figures out what you're asking, and returns results from your connected systems. Watch.
- Callie BrennanI'm typing: 'Show me all placements from January to March, grouped by client.' You hit enter, and, there's the answer. Grouped by client, placements in that quarter. This maps cleanly because your CRM has the placement records and the dates.
Kayleigh RobertsAnd if I wanted to filter by, say, a specific region?- Callie BrennanYou'd modify the question. 'Show me placements from January to March in the North West.' The brain will filter by region if your CRM has a region field, which I know it does.
- Jade KenwrightWhat if the question isn't quite right? What if the brain doesn't understand?
- Callie BrennanGood question. If the phrasing is odd, it might return an error or a partial result. In that case, rephrase it. The brain works better the more you use plain English: say what you mean, and it'll get there. If you're ever stuck, you can type 'help' and it'll suggest templates for common questions.
- Kayleigh RobertsAnd the data, it's always fresh?
- Callie BrennanEvery night we refresh. That happens between, usually between 22:00 and 07:00. You're on UK time, so it's overnight. By 07:00, all the fresh data from your CRM and accounting system is in the brain. During the day, you're querying yesterday's data. If you need real-time data, that's an upgrade, more connectors or a custom setup. But for your use case, nightly is right.
- Jade KenwrightOK. And the search function, how's that different from the chat?
- Callie BrennanSearch is for finding individual records. If you want to find a specific client or a specific placement, you search. Chat is for asking analytical questions: trends, counts, relationships. Search is 'find me this thing', chat is 'tell me about things that match this pattern'.
- Kayleigh RobertsGot it. And the pages, that's for sharing results?
- Callie BrennanExactly. You can pin results to a page, share the page with the team. So if you run a query that's useful: like, placements by region this month, you can save it as a page and everyone can see it. No re-running the same query twice.
- Jade KenwrightAnd the dashboards, you were mentioning those before?
- Callie BrennanThe dashboards builder is on Growth. You don't have it yet on Starter, but if you ever upgrade, you can build your own visualisations. Drag and drop, no SQL needed. You'd use that for executive reporting or weekly metrics that don't change.
- Kayleigh RobertsSo we're on Starter. What can we do now, without upgrading?
- Callie BrennanChat, search, pages. Four connectors, you're using three, CRM and accounting and email. You've got one spare if you want to add something later. Fifteen user seats. Six-monthly check-in with your CSM. That's Starter.
- Jade KenwrightAnd if we wanted to upgrade?
- Callie BrennanGrowth adds dashboards, more users, forty instead of fifteen, and eight connectors instead of four. And you'd get quarterly QBRs instead of six-monthly check-ins. But that's something to think about later. For now, let's make sure you're comfortable with what you've got.
- Kayleigh RobertsOK. And on the admin side, what do I actually have to do?
- Callie BrennanYou're the admin, so you manage user access. You can add and remove people, set permissions. The refresh runs automatically, I monitor it from my end, but if something breaks, you'll see an error in the logs. Check the logs once a week, just to be sure. And if credentials change: like, someone changes the CRM password, you let me know and I'll update the connector.
- Jade KenwrightWhat's the contact if something goes wrong?
- Callie BrennanYou've got my email. Raise a ticket in the helpdesk, and I'll take a look. If it's a blocker: the brain's down: shout immediately, and we'll have someone respond in four hours, standard for Starter.
- Kayleigh RobertsFour hours for a blocker. Got it.
- Callie BrennanAnd on adoption, Jade, how's the team getting on with it? Are they asking questions?
- Jade KenwrightA bit slow, to be honest. A couple of people use it, but most of the team, I think they forget it's there.
- Callie BrennanVery normal. What I'd suggest: pick two or three questions that people ask you regularly. Set them up as saved searches or pages. Then when someone asks you, point them to the brain instead. Once they see that the answer comes back instantly and it's accurate, they'll start asking more. That's how adoption happens.
- Jade KenwrightLike placements by region, things like that?
- Callie BrennanExactly. And invoices by client. Whatever you're asked three times a week. Make those the first wins.
- Kayleigh RobertsAnd then we can train the rest of the team?
- Callie BrennanYeah. Once a few people are using it, word spreads. And if you want, I can run a session with the full team later on, walkthrough the basics, answer questions. Just let me know.
- Jade KenwrightThat could be good, actually. Maybe in a couple of weeks?
- Callie BrennanPerfect. Let me know the date and I'll come prepared. For now, I'll send over the full documentation: the admin guide, the user guide, FAQs. Anything you need to refer to later.
- Kayleigh RobertsGood. That's helpful.
- Callie BrennanRight, I think we've covered everything. Any other questions before we wrap?
- Jade KenwrightNo, I think that's solid. Thanks, Callie.
- Callie BrennanThanks, both. I'll send that documentation today, and let me know about the team training date. Cheers.
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