Harcastle Environmental / BB-Demo – Training
Callcompleted
Harcastle Environmental · 2025-06-02 12:45
Laura Penhaligon's 12:45 training session produced a working Repeat missed collections dashboard. Daily use is two or three people, usage is flat, and Nicola Brearley wants proof of value in the first year.
What was said
What this says
Current to 13 Oct 26Laura Penhaligon's 12:45 training session produced a working Repeat missed collections dashboard. Daily use is two or three people, usage is flat, and Nicola Brearley wants proof of value in the first year.
What happened: Laura walked through customer pages and chat on a Leeds café group complaint. Nicola then drove and pinned a Repeat missed collections, by depot dashboard.
Customer view: Nicola said the rest of the team are still in their old spreadsheets. She wants to say what the contract has done when the numbers are reviewed upstairs.
Commercial: Laura put daily use at two or three people against 40 licensed users, and Imran said usage is flat. Nicola plans to open Monday's team meeting with the dashboard.
Watch: Some account managers have no login yet and others do not trust the answers. Laura's fix is logins this week, a hands-on session and checking sources.
Themes
Current to 9 Oct 26Theme
Adoption and first-year value
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Imran Hussain to get everyone logged in this week and send Nicola the usage screenshot.
- Nicola Brearley to pick the account managers for the first hands-on session.
- Laura Penhaligon to send the recap and the one-page guide the next day.
Risks
Current to 9 Oct 26- Questions asked are flat and only a few of the 40 users are active, which weakens the first-year value case.
- Some account managers have no login and others say they do not trust the answers.
- Nicola is the main driver of use, so adoption depends on her pushing the Monday meeting change.
Opportunities
Current to 9 Oct 26- Moving the Monday meeting onto the dashboard could build habit across the account managers.
- The call recordings source is the next planned connector, with five spare on Growth by Laura's count.
Transcript
Laura Penhaligon NoneHello, hello. Can you both hear me all right? I've got you on screen but I'm not sure my audio's behaving.
Nicola Brearley NoneLoud and clear. Afternoon, Laura. Sorry, I've just come off another call, give me one second to get my notes up.
Imran Hussain NoneAfternoon. Yes, I can hear you fine. Camera's off for the moment, the laptop fan is going mad.- Laura Penhaligon NoneNo problem at all. Good to see you both. Did the weekend treat you well, or are we straight into it?
- Nicola Brearley NoneStraight into it, honestly. I'll tell you the worst one from this morning because it's exactly why I wanted this session. A café group in Leeds, three sites, none of them collected on Friday, and by the time the account manager heard about it the customer had rung twice and emailed once. Which depot, which round, nobody could tell her without opening three systems.
- Laura Penhaligon NoneRight, that's a really good place to start then. That's precisely what the brain is for, so let's use that as the example rather than anything I've made up.
- Imran Hussain NoneBefore we do, can I say what I've changed since last time? Just so you're not surprised by anything.
- Laura Penhaligon NonePlease, go on.
- Imran Hussain NoneI've tidied the routing connector so the round codes come through as their own field rather than inside the description. And I've tested the helpdesk connector against a full week of tickets, so missed-collection tickets now land against the right customer record. The finance one is unchanged. I haven't switched anything new on, I wanted to test first.
- Laura Penhaligon NoneThat's perfect, that will make the questions much better. Round code as a field means you can ask by round, not just by customer. Okay. Let me share my screen. Can you see the brain home page?
- Nicola Brearley NoneYes, I can see it. It looks a bit emptier than I remember.
- Laura Penhaligon NoneThat's partly because only a few people have logged in recently, so there's not much in recent activity. We'll come back to that, it's one of the things I want to talk about at the end.
- Laura Penhaligon NoneSo, three ways in, and I'd suggest you think of them as search, chat and pages. Search is for when you know roughly what you're looking for. Chat is for when you have a question. Pages are the standing view of a customer, or a depot, or whatever you decide to build.
- Nicola Brearley NoneLists of three, I like it. So which one do my account managers actually start with?
- Laura Penhaligon NoneHonestly, the customer page. Let's open that café group. I'll type the name into search and, there, it's the top result.
- Imran Hussain NoneWhich customer id is that? There were two records for that group when I loaded the routing data.
- Laura Penhaligon NoneGood question. This one ends in the same id as your finance system, so I think it's the merged one. Is that right?
- Imran Hussain NoneYes, that's the one I merged. The old record should be hidden, but I can restore it if we need it. I'd never delete it.
- Laura Penhaligon NoneGreat. So on the page you've got the summary at the top, then collections, tickets, calls and invoices underneath, all for that one customer. This is the bit your account managers currently stitch together by hand.
- Nicola Brearley NoneLet's see it from the customer's side. Scroll down to the tickets. Right, so there's the Friday one. And the collections, there's the three sites. Oh, that's good, I can see they're all on the same round.
- Imran Hussain NoneThat's the round code field. That's the change I just mentioned.
- Nicola Brearley NoneSo that's the fix and who owns it, in one screen. The round was short of a vehicle, the depot would know. Yes. That's what I want every account manager to see before they pick the phone up.
- Laura Penhaligon NoneExactly. Now chat. I'll ask it the question in plain English and you can see how it answers and what it shows as its sources. Which sites in this group had a missed collection in the last month, and what happened on each?
- Laura Penhaligon NoneGive it a moment, it's reading the tickets and the routing records. There we are.
- Nicola Brearley NoneOoh. So it's listed the three sites and the dates. And it's got the ticket against each. Can you click on that bit underneath?
- Laura Penhaligon NoneThat's the sources. Every statement links back to the record it came from, so you can check it. I'd always tell people to look at the sources before they tell a customer anything.
- Imran Hussain NoneThat matters to me too. It shouldn't overstate what the data shows. If the ticket doesn't give a reason, does it say so?
- Laura Penhaligon NoneIt should say it can't find a reason, rather than guess. Let me show you, I'll ask why the round was short. Why was the Friday round short of a vehicle?
- Laura Penhaligon NoneSee, it says the records don't give a reason, it only has the missed collection and the ticket. That's the behaviour you want. If you'd like it to know vehicle availability, that's a source you'd have to add.
- Imran Hussain NoneWhich would be another connector. How many connectors have we got left? I think we're on three, so, is it five spare?
- Laura Penhaligon NoneOn Growth you've got eight, so yes, five spare by my count. Worth keeping a couple in hand, though, in case something else comes along.
- Imran Hussain NoneUnderstood. I'll test any new source before it goes on, and I'd want to know what it does to the refresh time.
- Nicola Brearley NoneCan I try one myself? I'd rather learn by getting it wrong than watching you do it perfectly.
- Laura Penhaligon NonePlease. I'll stop sharing and you take control. You should see a share button there. Yes.
- Nicola Brearley NoneRight. I'm in. Let me ask it, which customers have had more than one missed collection this month. Hmm. It's thinking.
- Nicola Brearley NoneOkay, it's given me a list. It's long. Is there a way to narrow it, by depot?
- Laura Penhaligon NoneJust say it. Follow up with, only the Wakefield depot. It keeps the context from the question before.
- Nicola Brearley NoneRight, that's shorter. That's actually usable. Imran, look at this. This is what I used to ask you for every Monday.
- Imran Hussain NoneI know. I'd quite like to stop making that spreadsheet.
- Laura Penhaligon NoneThat's a good sign. Hold on to that thought, because that's what the dashboards builder is for. Growth includes it. You build the question once, pin it, and it refreshes with the data.
- Laura Penhaligon NoneDo you want to turn that Monday list into a dashboard now? It's about ten minutes.
- Nicola Brearley NoneYes. Go. Let's do it properly while we've got you.
- Laura Penhaligon NoneOkay. Take your last question, the one filtered to Wakefield, and click the little pin icon under the answer. It'll ask where to save it. Call it something sensible.
- Nicola Brearley NoneRepeat missed collections, by depot. Is that all right?
- Laura Penhaligon NoneThat's a good name. Now in the builder, you can add the depot as a filter so people can switch it themselves. Add filter, depot. Yes, that one.
- Imran Hussain NoneOne thing from my side. If the dashboard's going to run on the nightly refresh, I'd like to check it's done by the time the account managers start. Is it first thing in the morning?
- Laura Penhaligon NoneIt's complete early every business morning, on every tier, so they'll have yesterday's data when they sit down. If it's ever not done, that's a ticket and I'd want to hear about it.
- Imran Hussain NoneGood. I'll keep an eye on it for the first week.
- Nicola Brearley NoneRight, I've got the filter in. And there's the chart. It's a bar per depot. Can I add the complaints from the calls as well?
- Laura Penhaligon NoneYou can, as long as the call recordings are in the brain for those customers. Imran, is that source on at the moment?
- Imran Hussain NoneNot yet. We've got routing, helpdesk and finance. Calls would be the next one, and I'd want to test it on one team first.
- Nicola Brearley NonePut it on the list, Imran. Not today, but I do want it. Right, can we talk about everyone else? Because I'm the only one clicking round in here and that's no good.
- Laura Penhaligon NoneYes, this is the bit I was going to raise. You've got 40 licensed users, and at the moment the daily average is closer to two or three people. So the brain's there, but most of your account managers haven't got into the habit.
- Nicola Brearley NoneWhich I knew, and I don't like hearing it. It's me, it's Imran, and it's one of the team leaders. The rest are still in their old spreadsheets because that's what they've always done.
- Imran Hussain NoneI'd add, a few of them haven't had a login set up. I can do that this week, it's not a technical problem.
- Laura Penhaligon NoneThat's an easy win. Then what I'd suggest, and tell me if it's too much, is three things. One, everyone gets a login. Two, each account manager pins their own top customers as pages. Three, you open Monday's team meeting with the dashboard instead of the spreadsheet.
- Nicola Brearley NoneI love number three. If I make it the thing we look at, they'll have to use it. What do I do about the ones who say they don't trust it?
- Laura Penhaligon NoneShow them the sources. Pick a customer they know well, ask a question they already know the answer to, and let them check it. Trust comes from one answer being right in front of them.
- Nicola Brearley NoneFair. Right, so I could do a short session for the account managers, and you could run it with me.
- Laura Penhaligon NoneHappy to. I'd keep it to an hour, and make it hands-on, like this one, with their own customers. I'll put a short guide together as well, one page, with the five questions that work best for your kind of business.
- Imran Hussain NoneCan I ask a practical one? When someone asks a question and the answer's wrong because the source is wrong, who do they tell? I don't want fifteen people messaging me.
- Laura Penhaligon NoneEach answer has a feedback button. It comes to you as admin, and if it's something on our side, you can raise it to support. That way you get one list, not fifteen messages.
- Imran Hussain NoneThat's better. I'll check where it lands for me and let you know.
- Nicola Brearley NoneLast thing from me. The contract. Imran and I were talking before the call, it's the first year, and when it's time to look at the numbers upstairs I want to be able to say what it's done. Is there a way to see how much we're using it?
- Laura Penhaligon NoneThere's a usage view in the admin area, questions asked, who's asking, connectors, records indexed. Imran, you'll have it. It's the right thing to look at. Questions asked is the best single measure of whether it's earning its keep.
- Imran Hussain NoneI can see it. Honestly, it's flat at the moment. I'll screenshot it for you, Nicola, so we've got a starting point.
- Nicola Brearley NoneGood. A starting point is fine. Then in a month we'll see if the Monday meeting did anything.
- Laura Penhaligon NoneThat's a sensible way to do it. Right, shall I recap what we've agreed? Imran gets everyone logged in this week. Nicola picks the account managers for the first hands-on session, and I'll send the one-page guide beforehand. Imran tests the calls source on one team before anything's switched on.
- Nicola Brearley NoneAnd the Monday dashboard becomes the opener. Yes. That's three.
- Imran Hussain NoneFine by me. I'll send you the usage screenshot after this.
- Laura Penhaligon NoneBrilliant. I'll send the recap and the guide tomorrow. Thanks, both, that was a really good session, and you've got a proper working dashboard out of it.
- Nicola Brearley NoneThanks, Laura. Speak soon.
- Imran Hussain NoneThanks. Bye for now.
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