Bayard Lane Payments / BG-Demo – Training
Callcompleted
Bayard Lane Payments · 15 May 2026 15:45
Hamza Akhtar trained Monique Fairley and Javier Ortiz on search, dashboards, exports and refresh timing. Both ran a successful first question and were told they were live that day. No commercial discussion.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar trained Monique Fairley and Javier Ortiz on search, dashboards, exports and refresh timing. Both ran a successful first question and were told they were live that day. No commercial discussion.
What happened: Hamza walked Monique and Javier through search, the dashboards builder, exports and saved questions. Both ran a live query on Bayard Lane's own data and confirmed the results.
Customer view: Monique said the call volumes result matched what she knows and was really helpful. She wants a weekly SLA check, which fits the dashboards builder.
Watch: Only two customer people attended, though Monique expected the whole merchant success team. Hamza asked them to flag anyone using the brain alone, so the evidence does not show how widely it was adopted.
Next: Hamza said he would return in a week, and Amara Obi is the named CSM for adoption and strategy.
Themes
As at Fri 9 Oct 2026Theme
Go-live training session
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to follow up with the team about a week after go-live.
- Amara Obi to pick up adoption and strategy with Monique Fairley.
Risks
As at Fri 9 Oct 2026- Only two customer people attended, so wider team adoption is not shown.
- Weekly SLA checks may depend on one or two users building the habit.
Opportunities
As at Fri 9 Oct 2026- A weekly SLA dashboard could become a visible value case at renewal.
Transcript
Hamza AkhtarMonique, Javier, great to have you both. We're at the training week now. Seventy-six minutes and I want to walk your whole team through what the brain does and how to use it.
Monique FairleyBrilliant. So everyone on merchant success is going to be on this call?- Hamza AkhtarThat's the plan, and Dana if she wants to join. Let me start with the basics. The brain is a search layer on top of your data. You ask it questions in plain English, and it pulls answers from Salesforce, calls, tickets, finance, all at once.
- Monique FairleyThat's what we loved about the demo.
- Hamza AkhtarRight. So first thing, logging in. You all have credentials already. Let me walk you through the home page. See the search bar at the top? That's where you type your question.
Javier OrtizWhat if I ask it something it can't answer?- Hamza AkhtarGood question. It'll tell you. It says 'I don't have data for that' or 'I need a bit more context'. You can refine the question and ask again. It's not magic, it's only smart about the data you've given it.
- Hamza AkhtarSo let me give you some real examples from your data. Monique, you wanted to see platform volumes by merchant, right?
- Monique FairleyYeah.
- Hamza AkhtarI'll type 'Show me volumes for each platform.' Watch what happens on my screen.
- Hamza AkhtarSo it parsed that, found the platform field and the volume data, and it brought back a table. Rows are platforms, columns are months. You can sort it, filter it, export it as a CSV.
- Javier OrtizAnd if I want to see just one platform?
- Hamza AkhtarYou ask it that way. 'Show me volumes for the education platform.' It'll filter for you.
- Hamza AkhtarSecond thing, dashboards. Monique mentioned you want to track SLAs. Let me show you the dashboards builder. You don't need to code anything: you pick the question you want, you pick how you want to visualise it, and you save it.
- Monique FairleySo I could build one for my team's performance, and everyone could see it?
- Hamza AkhtarExactly. You build it once, then you can share it with whoever needs it. It updates every morning, fresh data by seven AM.
- Hamza AkhtarQuestions so far?
- Javier OrtizCan I download the data?
- Hamza AkhtarYes. Every result has an export button. CSV, JSON, whatever you need.
- Hamza AkhtarThird thing, search history. Every question you ask is saved, so you can come back to it later. And you can save your favourite questions, sort of like a bookmark.
- Monique FairleyThat's really useful. So I could set up a weekly SLA check?
- Hamza AkhtarAbsolutely. You ask it once, you save it, then every Monday you click it and you get this week's data.
- Hamza AkhtarNow, a couple of warnings. The data refreshes overnight, by seven AM every business day. If you ask a question at midnight, you're getting yesterday's data. That's by design, because we're making sure every system has synced properly.
- Javier OrtizWhat if a system goes down, say Salesforce is down?
- Hamza AkhtarThe brain still works, but you won't have new Salesforce data. If Salesforce is down on a Tuesday, the Wednesday refresh will have Tuesday's old data. Once Salesforce comes back, we'll catch up the same day.
- Hamza AkhtarSo the key thing is, the brain is only as fresh as your slowest system. Usually that's fine, but good to know.
- Monique FairleyThat makes sense.
- Hamza AkhtarOne more thing, if something feels wrong, you tell us. And if you're asking questions nobody else is asking, like you're the only one on your team using it, flag that too. It's not a sign of failure; we just need to know so we can help.
- Javier OrtizMakes sense.
- Hamza AkhtarAlright. Time to try it. I'm going to stay on the call for the next half hour and you're all going to try a search, build a quick dashboard, and ask me anything that doesn't work. Who wants to go first?
- Monique FairleyI will. I want to ask about calls by platform, how many calls per platform last month.
- Hamza AkhtarPerfect. Type 'Calls per platform for last month' and see what you get.
- Monique FairleyOkay, I've got it. I see the data.
- Hamza AkhtarNice. And does that look right?
- Monique FairleyYeah, it matches what I know. Really helpful.
- Hamza AkhtarBrilliant. Javier, your turn.
- Javier OrtizI want to see ticket volume by platform and status.
- Hamza AkhtarGo for it.
- Javier OrtizGot it. That worked.
- Hamza AkhtarExcellent. So you've both asked a question and you're both alive. You go home tonight knowing you can use this thing. Any last questions before we wrap?
- Monique FairleyWho do I call if something breaks?
- Hamza AkhtarYour CSM is Amara. You'll get her details in the welcome pack: email, phone, all of that. For technical things, me and my team. For adoption and strategy, Amara. Any of us will point you to the right person.
- Javier OrtizGood to know.
- Hamza AkhtarYou're live as of today. Start using it, build some dashboards, ask your questions. I'll be back in a week to see how you're getting on. Well done, you two.
- Monique FairleyThanks, Hamza. Really excited now.
- Javier OrtizSame. Thanks.
- Hamza AkhtarCheers. Speak soon.
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