Ellerby Dental Group / BB-Demo – Onboarding
Callcompleted
Ellerby Dental Group · 2025-06-09 11:45
On 2025-06-09 Megan Statham confirmed the email connector is live, so Salesforce, Zendesk and email are all loading. Laura Penhaligon walked her through search and the dashboard builder ahead of training the next day.
What was said
What this says
Current to 13 Oct 26On 2025-06-09 Megan Statham confirmed the email connector is live, so Salesforce, Zendesk and email are all loading. Laura Penhaligon walked her through search and the dashboard builder ahead of training the next day.
What happened: Megan confirmed the email connector was configured in about half an hour and emails were loading. Laura then demonstrated natural language search and the dashboard builder.
Customer view: Megan saw the dashboard builder as useful for Rebecca Oakes's board reporting pack. She asked whether Rebecca could build dashboards herself and was told she could.
Commercial: Dashboards built by the customer would show investment in the brain. Board reporting is a concrete use case to anchor value at renewal.
Watch: Laura said data errors usually originate in Salesforce or Zendesk, which sets expectations on freshness. The nightly refresh is stated as ready by 07:00.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon runs the training session the following day with hands-on time for users.
- Megan Statham briefs Rebecca Oakes on what the brain does before training.
Risks
Current to 9 Oct 26- Rebecca Oakes was not on this call and has not yet seen the product, so her expectations are untested.
Opportunities
Current to 9 Oct 26- Board reporting dashboards for Rebecca Oakes could become a visible, repeatable value case.
Transcript
Laura Penhaligon NoneHi Megan. How are you?
Megan Statham NoneGood. Bit manic but fine. You?- Laura Penhaligon NoneSame, same. Just wanted to check, is the email connector configured?
- Megan Statham NoneYeah, got it done. Took about half an hour. The data's started loading, I can see emails coming through from the last couple of weeks.
- Laura Penhaligon NonePerfect. That's brilliant. So now all three are live, Salesforce, Zendesk, email. Before the training tomorrow, I wanted to do a quick walkthrough with you on the search and the dashboard builder. Give you a sense of what people will be learning. Cool?
- Megan Statham NoneYeah, would be good to have a sense of what it does before Rebecca sees it.
- Laura Penhaligon NoneRight, I'm sharing my screen now. Can you see?
- Megan Statham NoneYeah, I've got you.
- Laura Penhaligon NoneOkay, so this is the brain. You can ask it things in natural language, like 'show me practices with unresolved patient complaints' or 'what tickets have we had about billing'. It's joining Salesforce, Zendesk and email, so it's got visibility across everything. The system learns from your data and gets smarter.
- Megan Statham NoneAnd how does it know what a practice is?
- Laura Penhaligon NoneGood question. It learns from Salesforce: your accounts, your custom fields, whatever you've structured in there. So if you've marked something as a practice or a customer, it knows that. You can also use the advanced search if you want to be more specific with filters.
- Megan Statham NoneRight. And people can just play around with this?
- Laura Penhaligon NoneCompletely. Regular users can search, ask questions, build pages. Only admins manage the connectors. But yeah, people are encouraged to explore. The dashboard builder, let me show you this, is where you can create custom views. Say you want a page that shows complaint trends over time. You'd use this to pull the data and visualise it.
- Megan Statham NoneCan you share a dashboard you've made?
- Laura Penhaligon NoneYep, you can share with your team. That's how you build repeatable insights. You make a dashboard on complaints per month, everyone can run it whenever they want, all looking at the same data. No more waiting for spreadsheets or wondering whose version is current.
- Megan Statham NoneThat's really useful for Rebecca's board reporting pack, isn't it?
- Laura Penhaligon NoneExactly. She can build a dashboard on key metrics: practice performance, throughput, complaints, whatever, and it updates every night. Plug it straight into her report.
- Megan Statham NoneWill she be able to build them or does she need to ask us?
- Laura Penhaligon NoneShe can build them herself. The dashboard builder's pretty straightforward: if she gets stuck, there's help in the product and we can support her. But it's designed so people can create their own without needing a technical person.
- Megan Statham NoneOkay. And if something looks wrong, like the data doesn't seem right, what do we do?
- Laura Penhaligon NoneYou can raise a ticket in the product. That goes to our support team and we'll help troubleshoot. But usually if the data's wrong in the brain, it means it's wrong in Salesforce or Zendesk, so you'd fix it there and we'll pick it up on the next refresh.
- Megan Statham NoneWhen's the next refresh?
- Laura Penhaligon NoneEvery night. Everything refreshes and it's ready by 07:00 in the morning. So anything that happens in your systems up to when we run the refresh, it's in the brain by morning.
- Megan Statham NonePerfect. I think I've got the gist. I'll give Rebecca a heads-up on what it does.
- Laura Penhaligon NoneGreat. The training tomorrow will cover all this properly and everyone will get hands-on time. But good that you know what's coming. Thanks for your work on the setup side, you've been really organised.
- Megan Statham NoneCheers, Laura.