Kesselfeld Software / BG-Demo – Training
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Kesselfeld Software · 16 Mar 2026 09:45
On the 16 Mar 2026 training call, Julia Hartmann brought four customer success colleagues to learn chat, search and pages. She said the brain is already saving time and the team will start building pages this week.
What was said
What this says
As at Fri 9 Oct 2026On the 16 Mar 2026 training call, Julia Hartmann brought four customer success colleagues to learn chat, search and pages. She said the brain is already saving time and the team will start building pages this week.
What happened: Laura Penhaligon walked through chat, search and pages on the customer's connected CRM, helpdesk, calls and email. Julia asked how her team would repeat queries without help, and Laura pointed to saved pages.
Customer view: Julia compared the nightly refresh favourably with the old weekly exports. She put the manual cost at about twenty ad-hoc questions a week, each taking an hour.
Commercial: This is adoption evidence on the Growth tier, and Laura congratulated Julia on a jump in users. The call does not give user numbers, so any headroom against the included users is not shown.
Watch: Julia leads the use case and nothing yet shows who else will ask questions. Pages are not yet built, so the follow-up depends on her team acting this week.
Themes
As at Fri 9 Oct 2026Theme
adoption training and time saved
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Julia Hartmann to have her team try queries and build a first few pages this week, then report back.
- Laura Penhaligon to send the video guides link and help with the first pages if they prove tricky.
Risks
As at Fri 9 Oct 2026- Adoption rests on Julia Hartmann's team building pages, and none were live at the end of the call.
- The evidence does not show who beyond Julia will ask questions, so key-person dependence is untested.
Opportunities
As at Fri 9 Oct 2026- Four customer success colleagues plus a user jump suggest growing use that could be tracked against the Growth user limit.
- Saved pages such as renewals and customer health views could become the dashboards the team builds on the Growth tier.
Transcript
Laura PenhaligonHi Julia, thanks for joining. How's it going?
Julia HartmannGood, good. I've got four people from customer success on the call as well. They're keen to learn how the brain works so we can stop pulling data manually.- Laura PenhaligonBrilliant. So today I'll walk through the three core ways to query: chat, search, and pages, and show you some real examples from your data.
- Julia HartmannPerfect.
- Laura PenhaligonOK so the brain sits in your Snowflake and reads from all your connected systems. You're connected to your CRM, helpdesk, calls and email, so every night those four sync and get indexed. That means you can ask questions across all of them at once, instead of pulling four exports and merging them in a spreadsheet.
- Julia HartmannWhich is exactly what we've been doing. So this is already saving us time.
- Laura PenhaligonRight, and the data stays live. You're never more than a day old. So let me show you chat first. This is the natural-language interface. I just type what I want to know. Say, show me all renewals coming up in the next quarter. There. Thirty-eight results with account name, renewal date, CSM, contract value. All live.
- Julia HartmannHow long did that take to query?
- Laura PenhaligonMaybe a second. Because the data's already indexed in Snowflake, it's just a fast SQL query. Now, search is similar but more structured, you build filters one by one. Say you want to find high-engagement customers. I can filter for: organisations where customer success has asked at least five questions in the last month, on Growth tier, in the healthcare space. And there's your segment, thirteen customers, all active and engaged.
- Julia HartmannThat's useful. My question is, how do my team remember how to build these without coming back to you?
- Laura PenhaligonPages. A page is a saved view. You build it once with the columns and filters you want, save it, and anyone on your team just clicks it and it runs with the latest data. So...'Renewals this quarter', 'At-risk customers', 'NPS by segment'. You'd probably have three to five core pages.
- Julia HartmannAnd we build those ourselves?
- Laura PenhaligonYou can. The interface is straightforward, you just pick your filters and columns. Or I can help with the first couple if they're tricky. But you already know what you need to see, so it's usually fast.
- Julia HartmannOK, and the data refresh, that's every night?
- Laura PenhaligonEvery night, all four connectors. So what you're seeing now is current as of last night. If you ever need real-time on something urgent, let me know, but nightly is the standard for Growth and it's working well.
- Julia HartmannThat's good. We've got customers moving fast, so overnight is much better than our old weekly exports. So we'll get my team to start building some pages and using chat for ad-hoc stuff.
- Laura PenhaligonExactly. The more people use it, the more questions you'll find. Chat is great for one-offs, like, I wonder how many calls we had last week with French customers. Just type it, get an answer in a second.
- Julia HartmannYeah, we do about twenty ad-hoc questions a week that currently take an hour to answer by hand. That time back would be brilliant.
- Laura PenhaligonThat's what it's for. Let me walk through a couple more chat examples and then we can look at some of your actual data.
- Julia HartmannGreat.
- Laura PenhaligonSo the brain understands your business terms. If you say 'segment', it knows that's your industry field. 'Revenue' is contract value. So I can ask, show me healthcare segment revenue by region. And there's healthcare split by country. You can see EMEA is much stronger than North America.
- Julia HartmannThat's the kind of thing we do a lot. Takes forever usually. What about, can I search on fields that aren't in the obvious places? Like, if I want to find customers with a certain property manager type?
- Laura PenhaligonYeah, that's a search query rather than chat. Let me show you. You'd add a filter for that field, and the brain will search it. If the field is in any of your connected systems, the brain can reach it.
- Julia HartmannNice. OK I think my team's ready to run with this. Are there docs?
- Laura PenhaligonYeah, there's documentation in the app, and I'll send a link to some video guides. But the best way is just start playing. Try a few queries, build a page or two. If you get stuck, reach out.
- Julia HartmannPerfect. I'll get them to do that this week and we'll loop back when we've got some pages live and I've got feedback.
- Laura PenhaligonSounds great, Julia. And well done on the user jump by the way, that's brilliant.
- Julia HartmannThanks, Laura. Speak soon.
- Laura PenhaligonThanks, Julia.
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