Pellegrin Hart Benefits / BG-Demo – Training
Callcompleted
Pellegrin Hart Benefits · 3 Aug 2026 14:00
Training call on 3 Aug 2026 with Jasmine Coleman, who found the brain useful for client preparation. Only a handful of the forty licensed seats are in use. A shorter session for the wider team is proposed.
What was said
What this says
As at Fri 9 Oct 2026Training call on 3 Aug 2026 with Jasmine Coleman, who found the brain useful for client preparation. Only a handful of the forty licensed seats are in use. A shorter session for the wider team is proposed.
What happened: Laura trained Jasmine on pages, chat, saved questions, dashboards and admin settings, using her real clients. Jasmine prepared for a client review from the brain alone and estimated five minutes against twenty.
Customer view: She called it much more useful than she expected. One query surfaced an open ticket she had not known about before a client call.
Commercial: Forty seats are licensed and only a handful are in use, so adoption is the headroom. Jasmine will become an admin and may co-host a half-hour session for the wider team.
Watch: Laura stressed the brain is only as good as the sources being kept up.
Themes
As at Fri 9 Oct 2026Theme
User training and adoption
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 Penhaligon to send the recording, a one page cheat sheet and the short admin steps.
- Jasmine Coleman to send saved Monday questions and a list of who should join first.
- Jasmine to check with Allison Pereira and Monica Starling about a shorter team session.
Risks
As at Fri 9 Oct 2026- Only a handful of the forty licensed seats are in use, so value is not yet spread across the team.
- Answers are only as good as the sources, so logging discipline must hold.
Opportunities
As at Fri 9 Oct 2026- Inviting the rest of the team in waves and a shorter team session could raise usage.
- Jasmine's saved questions and dashboards could show value to Allison's team.
Transcript
Laura PenhaligonHi Jasmine, can you see my screen yet?
Jasmine ColemanHi Laura. Not yet. Oh, there it is. Yes, I can see it.- Laura PenhaligonLovely. Good afternoon, and happy Monday. How's the start of the week been?
- Jasmine ColemanHectic, to be honest. Two client calls this morning and a stack of renewal prep. Which is partly why I'm keen on this, I spend half my life hunting through different systems.
- Laura PenhaligonThat's exactly what it's for. So the plan for the hour or so is this. I'll show you the basics, then you drive, and we use real clients of yours so it's not a toy exercise. Does that suit?
- Jasmine ColemanYes, perfect. Allison said you'd probably make me an admin as well, so I'm happy to be shown that bit.
- Laura PenhaligonWe'll get to it, towards the end. First, the home screen. This is the search bar and chat, and over here are pages. Every employer client has a page, and each page pulls together tickets, calls and renewal information from the connected sources.
- Jasmine ColemanOkay. Can I open one? Let me try the first one on my list. Right, so this is all the, oh, that's a lot. That's a lot in a good way.
- Laura PenhaligonTake your time. At the top is the summary. Underneath, the timeline. Each item links back to where it came from, so if you want the original ticket or the call, you click through.
- Jasmine ColemanRight, right. And is that the call from, hang on, that's the one I had last month. So it's picked up the call itself?
- Laura PenhaligonIt has. The recording is transcribed and attached to the client. So if you wanted to know what you promised them, you can search for it.
- Jasmine ColemanOkay, that's a bit dangerous. In a good way. Can I try?
- Laura PenhaligonGo for it. Type the question in plain words, the way you'd ask a colleague.
- Jasmine ColemanOkay. I've put, what did we agree with this client about their renewal. It's thinking. Oh. It's given me a summary and two sources. That's, yeah. That's right actually.
- Laura PenhaligonGood. Notice the two sources underneath. Always check those before you quote anything to a client. It's a very good assistant, but the source is the source.
- Jasmine ColemanMakes sense. What if it gets it wrong?
- Laura PenhaligonThen usually the underlying record is missing or out of date, and the answer reflects that. It's a useful way to spot gaps, honestly. If you see something odd, tell Monica or raise it with us.
- Jasmine ColemanRight. Okay, I'd like to ask something broader. Can I see all my clients with something open?
- Laura PenhaligonYou can. Try asking which of my clients have an open high priority ticket and a renewal coming up.
- Jasmine ColemanOkay. Hmm. It's given me a short list. Three, no, I'd say a few clients. One of them I did not realise had an open ticket. Oh, that's good to know before I call them.
- Laura PenhaligonThat's the use I'd most like you to get into the habit of. Before any client call, ask the brain what's open. It takes seconds.
- Jasmine ColemanI'll do that. Can I save the question? Because I'd ask this every Monday.
- Laura PenhaligonYes, and that leads nicely into the dashboards builder. Let me show you. You go to dashboards, new, and then you can turn a question into a tile.
- Jasmine ColemanOkay, so I name it, and, right, I choose the filter. Can I filter by account manager?
- Laura PenhaligonYou can filter by owner, yes. So you could build a view for your own book, and Allison could have one for the whole team.
- Jasmine ColemanShe'll love that. She's always asking, can we see that by client.
- Laura PenhaligonHa, I've heard the phrase. Right, shall I move on to the admin side?
- Jasmine ColemanYes please.
- Laura PenhaligonSo under settings you've got users and connectors. Users first. You've got forty licensed seats and only a handful are in use, so one job you'll have is inviting the rest of the team in waves. Monica has the list by team.
- Jasmine ColemanOkay. So I just send invitations from here. And what if someone leaves?
- Laura PenhaligonYou remove them here and the seat goes back into the pool. Worth doing promptly so the list stays honest.
- Jasmine ColemanFine. And connectors?
- Laura PenhaligonThat's the status of each source. Green is loading, amber means it's running late, red means it's broken. If anything goes amber, tell us, and don't wait for someone to complain.
- Jasmine ColemanGot it. And this is what Monica would've been looking at when that ticket came up?
- Laura PenhaligonExactly. Okay, so for the last bit, let's do a proper exercise. Pick a client you've got a review with this week and prepare for it only using the brain. I'll sit quiet.
- Jasmine ColemanOkay, I've got the summary, the last two calls and the open ticket. I'd normally have had four tabs open for this. I think I'd have been twenty minutes. This is, what, five?
- Laura PenhaligonRoughly that. And the thing to remember is, it's only as good as the sources being kept up. So keep logging your calls the way you do.
- Jasmine ColemanWill do. Can I share this with the other account managers? I think they'd want to see it.
- Laura PenhaligonPlease do. If it's useful, I can run a shorter version for the wider team, say half an hour, and you can co-host as the admin.
- Jasmine ColemanYes. Let me check with Allison and Monica and come back to you.
- Laura PenhaligonPerfect. So from me, I'll send the recording, a one page cheat sheet and the short version of the admin steps. From you, saved questions for Monday mornings and a list of who should join first.
- Jasmine ColemanBrilliant. Honestly, thanks, this was much more useful than I expected.
- Laura PenhaligonGlad to hear it. Speak soon, Jasmine, and shout if anything looks odd.
- Jasmine ColemanWill do. Bye for now.
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