Ellerby Dental Group / BB-Demo – Training
Callcompleted
Ellerby Dental Group · 2025-06-11 15:30
Laura Penhaligon trained Rebecca Oakes and Megan Statham on search, pages, dashboards and chat. Rebecca plans to use the brain for partner and board reporting. Rollout to the 40 seats is to start with a core team.
What was said
What this says
Current to 13 Oct 26Laura Penhaligon trained Rebecca Oakes and Megan Statham on search, pages, dashboards and chat. Rebecca plans to use the brain for partner and board reporting. Rollout to the 40 seats is to start with a core team.
What happened: Laura walked the customer through search, saved searches, pages, the dashboard builder and chat on Ellerby's three connected systems. Rebecca is the named champion and Megan will look after admin.
Customer view: Rebecca said the monthly partner report takes her a day to put together, and called the page and dashboard approach perfect for it. She also intends to use it for board reporting.
Commercial: Laura said the customer has 40 seats and suggested a first rollout to 10 or 15 core operations staff. Real-time data was raised by Megan and Laura said it sits in a different tier, so nightly refresh stays for now.
Watch: Adoption depends on Rebecca and Megan, the only two admins mentioned. Support was described as a response within a working day on Growth.
Themes
Current to 9 Oct 26Theme
Onboarding training and rollout
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send slides, docs and a video walkthrough.
- Laura Penhaligon to check in on the rollout in a couple of weeks.
Risks
Current to 9 Oct 26- Adoption rests on two admins, Rebecca Oakes and Megan Statham, with a phased rollout still to be planned.
Opportunities
Current to 9 Oct 26- Real-time data was raised and Laura Penhaligon said it sits in a different tier, a possible later conversation.
Transcript
Laura Penhaligon NoneHi everyone. Good afternoon. Shall we get started?
Rebecca Oakes NoneYeah, let's go.
Megan Statham NoneReady on this end.- Laura Penhaligon NoneRight, so this is your onboarding training. We'll go through the main bits of the brain: search, pages, dashboards, how to ask questions. You've all had a play around, I think?
- Rebecca Oakes NoneMegan showed me the basics this morning.
- Laura Penhaligon NoneGood. Okay, so the brain joins three systems, Salesforce, Zendesk, email. Instead of logging into each one to find something, you ask the brain and it gives you everything in one place. I'll share my screen and we'll walk through it.
- Megan Statham NoneCan you see it okay, Rebecca?
- Rebecca Oakes NoneYeah, I've got it.
- Laura Penhaligon NoneRight, so this is the homepage. You can search from here or use the chat to ask questions. Let me do a search. I'm asking it 'show me practices with unresolved complaints in the last month'. See how it's pulled that together from Salesforce cases and Zendesk tickets?
- Rebecca Oakes NoneThat's really fast.
- Laura Penhaligon NoneYeah. Normally you'd have to check CRM, then helpdesk, cross-reference manually. This does it instantly. You can save searches too: so if you're asking the same question regularly, you just click 'run' and you've got your answer.
- Megan Statham NoneCan you share those with other people?
- Laura Penhaligon NoneYep. That's where pages come in. You build a page: say 'monthly complaints report': you save it, you share it with your team, and everyone can run it. It updates every night when the data refreshes.
- Rebecca Oakes NoneThat's perfect for my monthly report to the partners. I spend a day putting that together.
- Laura Penhaligon NoneExactly. You could build a dashboard with your key metrics: complaints, case resolution time, practice performance, and it's all live. No more waiting for updates or manual data pulling.
- Rebecca Oakes NoneHow do I build a dashboard?
- Laura Penhaligon NoneLet me show you. This is the dashboard builder. You pull in your data, like 'complaints by practice by month', and you visualise it. You can do charts, tables, whatever makes sense. It's like Salesforce reports if you've used those.
- Rebecca Oakes NoneAnd anyone can build one?
- Laura Penhaligon NoneRegular users can build pages and dashboards, yeah. They're encouraged to explore. Only admins manage connectors and users. So you and Megan would manage that side, but everyone else is free to create and share.
- Megan Statham NoneWhat about the chat I saw?
- Laura Penhaligon NoneGood spot. That's another way to ask questions. Instead of typing a search, you can chat with the brain. It's more conversational: you ask something, it answers, you ask a follow-up. Feels a bit more natural than formulating queries.
- Rebecca Oakes NoneSo how do we roll this out? Do we onboard everyone at once?
- Laura Penhaligon NoneI'd suggest you start with your core operations team, maybe 10 or 15 people, for a week or two. They get comfortable, they ask questions, you get feedback. Then you can roll out to everyone else. You've got 40 seats, so there's no rush.
- Megan Statham NoneShould we do a separate training for the wider group?
- Laura Penhaligon NoneYou could, or you could just give people access and let them explore. I can send you some slides and a video walkthrough they can use. Once people see how much time it saves, word of mouth does a lot of the work.
- Rebecca Oakes NoneI'm going to use it for the board reporting, definitely. But I'm also wondering about the team's day-to-day work, like, can they find things faster?
- Laura Penhaligon NoneAbsolutely. Say someone rings up about a patient: instead of checking CRM, email, helpdesk separately, they can ask the brain 'show me everything about this patient' and they've got the full context. Faster answers, better service.
- Rebecca Oakes NoneBrilliant. And the data is live?
- Laura Penhaligon NoneEvery night. We refresh at about six and it's ready by seven in the morning. So anything that's happened since the last refresh: new cases, new emails, new tickets, it'll be there by morning.
- Megan Statham NoneWhat if we need something sooner?
- Laura Penhaligon NoneOn Growth you get the nightly refresh. Real-time data is possible but it's a different tier. For now, nightly works for most teams, by morning everything's fresh.
- Rebecca Oakes NoneThat's fine. So what do I need to do as champion?
- Laura Penhaligon NoneJust help get people excited about it, really. Show them how it saves time. Help Megan with admin stuff if you need to. And let me know if there are questions or if something isn't working.
- Megan Statham NoneAnd on the admin side, is there anything I need to check regularly?
- Laura Penhaligon NoneKeep an eye on data freshness. You'll see a timestamp showing when the data was last loaded. Should be fresh each morning. If it's ever stale, let me know. Add new users as you onboard people. That's about it day to day.
- Rebecca Oakes NoneAnd support? If someone has a problem?
- Laura Penhaligon NoneThey can raise a ticket in the product. We'll respond within a working day on Growth. If it's urgent, let me know and I can escalate. But mostly it's pretty stable, you sign in, it works.
- Megan Statham NoneThat's good to know.
- Laura Penhaligon NoneRight. I'll send you the slides I mentioned, some docs, a video walkthrough. We'll check in in a couple of weeks to see how the rollout's going. Any questions now?
- Rebecca Oakes NoneI think we're good. That's really clear. Cheers, Laura.
- Megan Statham NoneThanks very much.
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