Kaltenbrunn Medizintechnik / BG-Demo – Training
Callcompleted
Kaltenbrunn Medizintechnik · 7 Jul 2026 11:45
Laura trained Jana and Kai on chat, sources, search and saved pages. Jana saw value straight away. About a dozen use the brain, and Kai expects many more in service to join if pages are shared.
What was said
What this says
As at Fri 9 Oct 2026Laura trained Jana and Kai on chat, sources, search and saved pages. Jana saw value straight away. About a dozen use the brain, and Kai expects many more in service to join if pages are shared.
What happened: Laura ran a hands-on training on 7 Jul 2026 with Jana Fischer and Kai Petersen. Jana drove, asking about a university hospital's devices, service dates, recent calls and open complaints.
Customer view: Jana found answers by ward with service dates, and learned of a call she had not known about. She said that before she would have to ask three people.
Commercial: Kai says about a dozen use it now and many more in the service team would. Laura noted 150 users on the licence and offered a shorter session for around ten people.
Watch: Kai was vague on timing for the group session. Poor-quality contract scans may be missed by search, so completeness needs checking.
Themes
As at Fri 9 Oct 2026Theme
Hands-on adoption training
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura to send Jana and Kai a short written guide with screenshots.
- Kai to ask colleagues about a shorter session for around ten people.
- Jana to report back after her Thursday hospital meeting.
Risks
As at Fri 9 Oct 2026- Poor-quality scanned contracts may be missed by search, which could undermine trust in answers.
- Kai was hesitant on timing for the wider group session, so adoption could stall over the summer.
Opportunities
As at Fri 9 Oct 2026- About a dozen users today against 150 licensed users leaves plenty of room to widen adoption.
- Jana plans to tell colleagues in other regions, and a shared complaints page was suggested.
Transcript
Laura PenhaligonHello both. Can you hear me? Kai, you're on mute I think.
Kai PetersenSorry. Hello Laura, hello Jana. Is it better now?
Jana FischerHello, yes, I hear both of you. Good morning, or nearly afternoon. I am just finishing a call with a hospital, so please forgive me if my phone buzzes.- Laura PenhaligonNo worries at all. Right, I thought we'd keep this very hands-on today. Jana, you're the one who'll be asking questions all day long, so I'll show you the basics once and then you drive and tell me what you'd actually ask.
- Jana FischerGood. I do not like slides. I have a university hospital meeting on Thursday and I want to know what I can find before I go.
- Laura PenhaligonPerfect, that's a real use case then. I'll share my screen. You should see the brain's home page now. Kai, I loaded the call history last week as we said, and the device file has been loading nightly since you sent the samples.
- Kai PetersenYes. IT confirmed the export is fixed now. It does not change the columns anymore, they put it in writing.
- Laura PenhaligonThat's great news, thank you. So Jana, at the top there is the chat box. You can just type a question the way you'd ask a colleague. Why don't you give me a hospital you know well, and we'll start there.
- Jana FischerOkay. Let me think. The university hospital in the north, the one with the large intensive care unit. I would ask: what devices do they have from us and when were they last serviced?
- Laura PenhaligonLovely, type it just like that. I'll stay quiet and let it think.
- Jana FischerIt is answering. Oh, it has a list. By ward, even. And the service dates next to each.
- Kai PetersenThat is the device file. It joins to the service tickets by the serial. I did not know it would look so clean.
- Laura PenhaligonIt's clean because the file is stable now, honestly. Jana, see the little references under the answer? Click one. That takes you to the source record, so you can check it for yourself rather than trusting it blindly.
- Jana FischerYes, I see. It opens the service ticket. That is good, because the hospital will argue with me if I say something that is wrong.
- Laura PenhaligonExactly the point. Always use the sources before you quote it to a customer. Next, ask what's been said to them on calls recently. Something like: what did we discuss with this hospital in the last few months.
- Jana FischerMm, let me try. What did we discuss with them in recent calls, and are there any open complaints.
- Jana FischerInteresting. It says there was a call about a monitor alarm setting, and one complaint that is still open, about a delayed spare part. I knew about the second one. The first I did not.
- Kai PetersenThat was our field service colleague, not you. This is the thing, no? You did not see their calls before.
- Jana FischerExactly. Before, I would have to ask three people. Sometimes I did not ask, and then I looked stupid in the meeting.
- Laura PenhaligonHa. Well, that's the bit people tend to love. Let me show you search quickly, because it's a different tool. Chat gives you an answer, search gives you the documents. If you want every contract that mentions a response time for repairs, search is quicker.
- Jana FischerThe contracts are in there too? The service level parts?
- Laura PenhaligonThey are, from the shared drive folder that Kai connected. Try typing repair response time and the hospital's name.
- Jana FischerYes. I have two documents. The framework agreement and an annex. Good, this is what I wanted for Thursday.
- Kai PetersenOne thing, Laura. Some of those contracts are old scans. Does it read them?
- Laura PenhaligonIt does if the text can be recognised. If a scan is poor quality it might miss things, so if Jana sees something that looks incomplete, tell me which document and I'll check. I'd rather know than have you assume it's complete.
- Jana FischerOkay. I will note it. Can I ask another thing? Can I save a question I ask often? Every Monday I want to see which hospitals have new tickets.
- Laura PenhaligonYes, two ways. You can save the question as a page, and it refreshes with the nightly load. Or if you want charts and tables, there's the dashboards builder. Do you want to try a page first? It's simpler.
- Jana FischerPage first, yes. Then maybe a dashboard when I understand it.
- Laura PenhaligonSensible. Ask the question, then use the save button at the top right and give it a name you'll recognise.
- Jana FischerDone. I called it Monday hospitals. Is that okay?
- Laura PenhaligonPerfect. And you can share it. Kai, that's probably something you'd want for the complaints team too, one shared page for the open complaints rather than each person asking separately.
- Kai PetersenYes, I was thinking that. At the moment about a dozen of us use it, and I think many more in the service team would, if they could just open a page and see it.
- Laura PenhaligonThat's the adoption route I'd take. Pages first, because people don't have to know what to type. Then they start asking their own questions. I've seen that work a lot.
- Jana FischerI can tell my colleagues in the other regions. They are curious, they keep asking me what it is.
- Laura PenhaligonPlease do. We have the users available, a hundred and fifty on your licence, and plenty of headroom. If it'd help, I can run a shorter version of today for a group of ten or so.
- Kai PetersenI think yes. Maybe in two weeks, after the summer holidays start for some of them, hm, maybe after. I will ask.
- Laura PenhaligonWhenever suits. Let me recap what we did, and then I'll send you a short written guide with the screenshots. Chat for questions, check the sources, search for documents, save a page for what you ask every week.
- Jana FischerYes, I have it. And I will tell you after Thursday if it helped. I think it will.
- Laura PenhaligonI'd love to hear it. And if anything looks wrong in the answers, send it through to me or to Kai and we'll look. Thank you both, this was a good session.
- Kai PetersenThank you, Laura. Very useful.
- Jana FischerYes, thank you. Goodbye, speak soon.
- Laura PenhaligonCheers both. Bye.
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