Carnmoor Fleet Leasing / BG-Demo – Training
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Carnmoor Fleet Leasing · 2 Feb 2026 14:15
Training on 2 Feb 2026 with Priti Varma went well. She asked what the company gets for its money because her manager had asked. Hamza Akhtar offered help with examples; she wants a shorter session for the service desk.
What was said
What this says
As at Fri 9 Oct 2026Training on 2 Feb 2026 with Priti Varma went well. She asked what the company gets for its money because her manager had asked. Hamza Akhtar offered help with examples; she wants a shorter session for the service desk.
What happened: Hamza Akhtar ran a training session with Priti Varma, Corporate Account Manager. They covered specific questions, search, pages, a dashboard and saved alerts.
Customer view: Priti was positive and said it was much better than the videos. She said her manager asked what the company gets for it.
Commercial: Hamza noted 40 seats on Growth with only a handful in daily use, so there is headroom. Priti asked for a shorter session for the service desk, and Hamza pointed her to Amara and to Sophie if seats or teams come up.
Watch: the value question needs a written case. Priti also mentioned a big renewal coming up for one of her own clients, not BG-Demo's.
Themes
As at Fri 9 Oct 2026Theme
Adoption training and value
Importance
upsell
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to send Priti a note on permissions, sharing and the nightly refresh.
- Priti Varma to contact Amara about a shorter service desk session.
- Hamza Akhtar to help Priti write up a few real examples of value for her manager.
Risks
As at Fri 9 Oct 2026- Priti's manager is asking what the company gets for the subscription, so a value case is needed.
- Only a handful of the 40 Growth seats are in daily use.
Opportunities
As at Fri 9 Oct 2026- A shorter session for the service desk would widen adoption across teams.
- Spare seats and dashboards give room to grow usage before the renewal.
Transcript
Hamza AkhtarHello Priti, can you hear me all right?
Priti VarmaYes, loud and clear. Sorry, one second, I've got the camera doing something odd. There. Good afternoon.- Hamza AkhtarGood afternoon. No rush at all. How's your Monday going so far?
- Priti VarmaBusy, honestly. Two of my clients have renewals coming up on their vehicle schedules, so the phone's been going since eight. But I've blocked this afternoon off, so I'm all yours.
- Hamza AkhtarLovely. Right, so the plan for today. Amara mentioned you're one of the people who's already been poking around in the brain on your own, so I don't want to start from the very beginning and bore you.
- Priti VarmaYeah, I've been using the chat a fair bit. Mostly asking it things about a client's fleet before I ring them. But I probably only use a tiny slice of it, if I'm honest.
- Hamza AkhtarThat's pretty typical, and it's fine. What I'd like to do is see how you work now, then show you a few things that take the same effort but get you a lot more. Is that okay?
- Priti VarmaThat sounds great. Do you want me to share my screen?
- Hamza AkhtarYes please. Share the browser window with the brain open, not the whole desktop, just in case there's anything on there you'd rather not show.
- Priti VarmaRight, can you see that? It's the home page, with my recent chats down the side.
- Hamza AkhtarYep, I've got it. Okay, so show me what you'd normally ask. Pick a client you've got a call with this week.
- Priti VarmaOkay, so I'd type something like, tell me about this client's fleet and any open queries. And it gives me a paragraph. Which is useful, but it's quite long and I always feel I'm skimming it.
- Hamza AkhtarMm. Yeah, that's the first thing I'd change. The chat answers as well as you ask. Can you try being more specific? Say, what has this client contacted the driver service desk about in the last quarter, and how many of those are still open.
- Priti VarmaOh. Right. Let me type that. Hang on, I'll get the wording wrong. What has they contacted... what have they contacted the driver service desk about, last quarter, and which are still open.
- Hamza AkhtarPerfect. Give it a moment, it's reading across the helpdesk and the CRM notes.
- Priti VarmaOh, that's much better. It's grouped them. Breakdowns, tyre queries, a couple of fines. And it's got the open ones listed separately at the bottom.
- Hamza AkhtarRight, and see the little source links under each line? Click one.
- Priti VarmaOkay. It's opened the original ticket. Oh, that's handy, I'd normally have to go hunting for that.
- Hamza AkhtarExactly. So that's the habit I'd build. Always check the source before you repeat something to a client. It's usually right, but it's a good habit, and it's quick.
- Priti VarmaFair. I did that once with a figure about a client's contract mileage and it was spot on, so I got a bit trusting.
- Hamza AkhtarTrusting's fine, as long as you can show your working. Okay, next thing. Search. Do you ever use the search box rather than the chat?
- Priti VarmaNot really. I didn't know what the difference was, to be honest. I thought it was the same thing.
- Hamza AkhtarCommon one. Chat gives you an answer. Search gives you the pieces, the emails, the calls, the documents, ranked. Use search when you want to find a specific thing, like that email where a client agreed a mid-term change. Try it with a client name and the word amendment.
- Priti VarmaOkay. Typing it in. Oh, there's loads. Emails, a call recording, a couple of documents. Can I narrow it?
- Hamza AkhtarFilters are along the top. Click the one for emails only, and then sort by newest.
- Priti VarmaGot it. Right, that's the one I was after, actually. I spent twenty minutes looking for that last month.
- Hamza AkhtarWell, there you go. That's twenty minutes back. Not bad for a Monday.
- Priti VarmaHa. Yes. Don't tell my manager how long I was looking.
- Hamza AkhtarYour secret's safe. Right, now pages. Have you opened the pages section at all?
- Priti VarmaI've seen it in the menu. I think a colleague on the remarketing side made one. I haven't made one myself.
- Hamza AkhtarOkay, so a page is basically a living document. You can write notes, and drop in a chat answer or a search result, and it stays linked to its source. So if you build a client briefing page, it can refresh when the underlying data changes. Shall we make one together?
- Priti VarmaYes please. That's actually the thing I'd love, because right now I put all my client prep into a document and it's out of date the moment I save it.
- Hamza AkhtarRight, that's exactly the problem it solves. Click new page, and call it something sensible. Client briefing, and the client name.
- Priti VarmaDone. It's blank. What now?
- Hamza AkhtarType a slash. You'll get a little menu. Pick the one that says ask the brain.
- Priti VarmaOh, that's neat. So I can put the question in right there and it fills the answer in the page.
- Hamza AkhtarYep. Use the same question as before about the driver service desk. And then add another block underneath for invoices and anything in dispute.
- Priti VarmaOkay, I've done the two blocks. The invoices one's brought back a list. Is that going to stay current, then? Like if an invoice gets paid tomorrow?
- Hamza AkhtarIt refreshes with the nightly load, so by the morning, yes. It won't change in the middle of the afternoon, which is worth knowing if you're in a call and someone says they've just paid.
- Priti VarmaThat's fine, that's what I'd expect. As long as I know.
- Hamza AkhtarGood. Now, one thing I want to be straight about, so you don't get caught out. Every page gets built from what you personally can see. So if a colleague has a client page and you don't have access to part of the data, you'll see a gap, not an error.
- Priti VarmaRight. So that's why my page for the remarketing numbers looked a bit thin last week.
- Hamza AkhtarQuite possibly. That's a permissions thing and it's easy to sort, you'd just ask your admin or drop me a note and I'll point you to the right person.
- Priti VarmaOkay, I'll flag it. Can I ask something slightly different? Because we're on the Growth plan, there's the dashboards bit as well. Is that something I should be using, or is that more for the managers?
- Hamza AkhtarGood question. It's for anyone, really, but it's most useful when someone's got a number they look at every week. If you find yourself asking the same question each Monday, that's a dashboard.
- Priti VarmaHm. I do actually. I check how many of my clients' vehicles are coming up to the end of their contract hire. Every week, more or less.
- Hamza AkhtarPerfect example. Let's build that. Go to dashboards, new dashboard, and pick the fleet records as your source.
- Priti VarmaOkay, I've got a table now. It's showing every vehicle with a contract end date. How do I narrow it to just my clients?
- Hamza AkhtarAdd a filter on account owner, and choose yourself. You can also type it in plain words in the box at the top, if you prefer. Something like, only my clients.
- Priti VarmaOh, I'll try that. Only my clients, ending in the next quarter. Ooh. It's done it.
- Hamza AkhtarThere you go. Now turn that into a bar chart by client. There's a little chart icon on the right of the table.
- Priti VarmaRight, that looks like a proper chart. Can I save that and share it with the driver service desk lot? They'd probably want it too.
- Hamza AkhtarYou can. Click share, add the team or individuals, and choose view only so nobody changes your filters by accident. Though I'd double check they can see the underlying data, otherwise they'll get that gap we talked about.
- Priti VarmaAh, fair. I'll check with them first. That's quite a useful thing to know. Thank you.
- Hamza AkhtarNo problem. Right, we've done about twenty minutes of this. Do you want a breather or shall I keep going?
- Priti VarmaKeep going, I'm enjoying it. I'll grab a coffee in a bit.
- Hamza AkhtarOkay. Let's talk about how you phrase questions, because that's where people get the most out of it. Can I give you a few patterns?
- Priti VarmaYes please. Wait, let me get a pen. Go on.
- Hamza AkhtarFirst one: always name the client, the time window and the system if you can. So not, how are they doing, but, how many calls did they log with the service desk since the start of the year. Second one: ask for a comparison. This quarter against the last, or this client against similar ones.
- Priti VarmaCan it do that? Compare against other clients?
- Hamza AkhtarIt can, within what you've got access to. And third one: ask what it doesn't know. Literally type, what is missing from this answer. It's a surprisingly good one.
- Priti VarmaOh, I like that. Because the worst thing is when it sounds confident and I don't know what it's left out.
- Hamza AkhtarRight. And it will tell you, something like, I couldn't find any records from the accounting system for this period. Which is your cue to go and check by hand.
- Priti VarmaOkay. That's really helpful. Let me try it now. What is missing from this answer. On the client I did earlier.
- Priti VarmaInteresting. It's saying it's got nothing on calls with their finance contact, only with the fleet manager. Which is true, actually. I've never spoken to anyone in finance there.
- Hamza AkhtarWell, that's your answer, and probably a relationship to build. Good example, that.
- Priti VarmaHa, yeah. I'll put that on my list.
- Hamza AkhtarOkay. Let me ask you something, in the other direction. Is there anything that's annoyed you? Anything you tried that didn't work or felt clunky?
- Priti VarmaUm. Not annoyed, really. I raised the one ticket a few weeks ago because a page wouldn't load properly. It was sorted quickly. I was a bit embarrassed, actually, I think it was me, I'd got a filter wrong.
- Hamza AkhtarDon't be. That's what the tickets are for, and it's honestly a good sign that you're using it enough to hit those things. We see a lot more of that when people are actually getting into it.
- Priti VarmaI suppose so. There's a few more of us in it now than there were. Three or four of us use it most days, whereas before it was mostly just one person.
- Hamza AkhtarYeah, I saw that. Usage has really climbed since the end of last year. Which is why Amara asked me to run a proper session rather than just send some links.
- Priti VarmaDo you think we're getting our money's worth, then? I'm asking because my manager did ask me the other week what we get for it.
- Hamza AkhtarHonest answer, the value comes from the habit. You've got forty seats on Growth and only a handful of you use them every day, so there's plenty of headroom. The more your team asks, the more the whole thing earns its keep. If you want, I can help you put a few examples together for your manager.
- Priti VarmaYes. That'd be brilliant. Like the twenty minutes I saved looking for that email, but written down a bit more professionally.
- Hamza AkhtarExactly that. Small, real examples, they land better than anything generic. Keep a note of them as you go, even just a line each.
- Priti VarmaWill do. Right, what's next? I'm all warmed up.
- Hamza AkhtarNext, I want to show you saved questions and alerts, which for account managers is probably the most useful one. You can save a question and have the brain tell you when the answer changes.
- Priti VarmaHang on, it tells me? Without me asking?
- Hamza AkhtarYes. So say, tell me if any of my clients has a new open complaint on the service desk. Save it, switch on the alert, and you get a message in the morning if something's changed.
- Priti VarmaOh, that's what I want. That is exactly what I want. Because at the moment I only find out when the client rings me, and by then they're already cross.
- Hamza AkhtarRight. So let's set one up now. Click the star on the question you ran earlier, then notifications.
- Priti VarmaOkay, I've turned it on. Daily, in the morning, to my email. Is there a Slack option?
- Hamza AkhtarThere is if your admin has connected it. I'm not sure whether that's been done on your side, so that's one for them. Email's perfectly good in the meantime.
- Priti VarmaI'll ask. I think we do use Slack across the team, so it'd make sense.
- Hamza AkhtarOkay. Let me do a quick recap so it sticks. Specific questions, check the source, ask what's missing, build pages for anything you repeat, dashboards for anything you check weekly, and alerts for anything you'd hate to miss.
- Priti VarmaSpecific questions, sources, what's missing, pages, dashboards, alerts. Got it. That's quite a good list, actually. I might stick it on a sticky note.
- Hamza AkhtarDo. Now we've got a bit of time left, so shall we go through a real scenario of yours, end to end? Pick a client you actually need to prepare for this week and we'll do the whole thing.
- Priti VarmaOkay, yes. There's one with a big renewal coming up, they've got a mixed fleet, vans and company cars, and they've been grumbling about the price of maintenance. Let me pull them up.
- Priti VarmaSo that's it, I think. Briefing page built, the dashboard's saved, and the alert's on. And it's only, what, an hour since we started this part? It would've taken me most of a day.
- Hamza AkhtarReally pleased with that. And you did most of it yourself, I barely said anything in the last bit.
- Priti VarmaHa, well, you set it up nicely. I'm a bit surprised how quickly it came together, to be honest.
- Hamza AkhtarThat's how it goes once the habit's there. Right, before we wrap up, anything you want to go back over? Anything still feel fuzzy?
- Priti VarmaMaybe the sharing and permissions side. I get the idea but I'd like something written down so I don't get it wrong.
- Hamza AkhtarSure. I'll send you a short note after this, nothing long. Who can see what, how to share a page safely, and how to ask your admin for access. And the list of question patterns we went through.
- Priti VarmaPerfect. And could you add the thing about the nightly refresh? So I can explain to the others why a number didn't change in the afternoon.
- Hamza AkhtarYes, I'll put that in. Anything else?
- Priti VarmaI think some of the others on the service desk would benefit from this. Is it possible to do a shorter version for them? Even half an hour.
- Hamza AkhtarDefinitely possible. Best thing is to mention it to Amara, she looks after the account day to day, and she can line it up with me. Or Sophie, if it turns into a wider conversation about seats or teams.
- Priti VarmaOkay, I'll drop Amara a line this week. I'll say it's gone well, because it has.
- Hamza AkhtarThank you, that's kind. Last thing from me. Give it a fortnight of using the alerts and the briefing pages, and then tell me what's working and what isn't. I'd really like to hear it, good or bad.
- Priti VarmaI will. Honestly I think I'll be the one sending you a list of questions in a fortnight.
- Hamza AkhtarPlease do. Well, that's the session. Thanks, Priti, it's been a good one.
- Priti VarmaThank you, Hamza. That was really useful, much better than the videos. Speak soon.
- Hamza AkhtarCheers. Have a good rest of the afternoon. Bye for now.
- Priti VarmaSorry, forgot to hang up. Bye.
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