Kilcolgan Payments / BB-Demo – Training

Morning, Clodagh. Everyone here?

Yeah, the full team's here. About 12 people on the call.

Perfect. Thanks everyone for joining. So this is a run-through of how to use the brain: how to search, how to build a dashboard if you want one, and some use cases specific to client services. We'll take questions as we go. Let me share my screen. The idea is that instead of logging into three or four different systems to answer a question about a client, you log into one place, the brain, and you get the full picture. So if I'm taking a call from a client and they say I've got a payment dispute, I can search for that client in the brain, and I'm immediately seeing their CRM record, their open support tickets, and their payment history. All in one place. Does that make sense to everyone?

Yeah, that makes sense.

Good. Right. So the interface, you'll all be familiar with it by now, search box at the top, results come back in a second. Let me do a search for one of your test clients. So here's what we're seeing. Top result is the client record from the CRM: their contact details, their account type, recent interactions. Below that, the open tickets for that client, two open tickets in your helpdesk. And then the payment data, they've got an invoice that's due in a week, everything else is paid up. Now, the second way to find information is with the chat interface. So you can ask the brain a question in natural language. For example, if I ask show me all clients with overdue invoices, the brain answers with a list. Let me try that. And there you go, seven clients with overdue invoices. You can then click into any of them and see the full detail. Does anyone have a question so far?

Can you combine filters? Like, show me overdue invoices for a specific region?

Great question. You can do that with the chat. So I'd ask, Show me overdue invoices for clients in Ireland, and the brain understands that. It's quite flexible. You can ask it things like disputed invoices in the last 30 days or clients with more than 10 open tickets. Anything that makes sense.

That's brilliant actually. Because that's the kind of question I'd need answered every day.

That's exactly what this is for. So the third thing is dashboards. You don't have to build these, but some teams like to. I could build a dashboard that shows, say, top clients by revenue, or payment trends over time. Let me show you. So here's a sample dashboard, I built this with some of your data. It's a heatmap of disputed transactions by month. You could glance at this every morning and know exactly where your friction is. Now, I wouldn't make you build these, that takes time. But if you had a specific view you wanted to build into a dashboard, I or Eoin can set it up in about 20 minutes.

So this is optional.

Completely. Most teams search and chat. Dashboards are a bonus for specific use cases. Right, let me come back to use cases, because I think that's the most helpful thing. So in your world, the most obvious use case is: you get a call from a client, you open the brain, search for them by name or account number, and you've got everything. You can see, is their account in good standing? Are there any active disputes? What tickets are open? It's the perfect tool for that conversation. The second use case is for your leadership, Clodagh, you, where you need to understand the overall health of your book. You can ask the brain: Give me a view of all active disputes this month, grouped by client. Or: Show me clients with more than three open tickets. These are signals that something might be going wrong with a relationship, and you can reach out proactively.

How often is the data updated?

Every night. So the connectors run a sync at night, and by morning you've got the latest data. So if something happens during the day, a ticket comes in, a payment clears, you'll see it the next morning.

That's responsive enough for us.

Good. And if there's a specific issue that's urgent, you can always hop into the source system: the CRM, the helpdesk, the finance tool: grab the latest info, and come back. The brain is your single pane of glass for the 95 per cent of the time you need context. Does everyone follow?

What happens if someone doesn't have the right access? Like, can a junior client services person see everything?

That's managed through your CRM access, basically. So if you can see a client in Salesforce, you can see them in the brain. If you can't see them in Salesforce, they don't appear in the brain search. So you're not surfacing anything people shouldn't see.

That's important for compliance.

Exactly. Right, I think that covers the main things. Let me just walk through the support side of things. You've got my email for questions. You've also got Daniel: he'll be checking in weekly, just to see how you're getting on, whether anyone's got blockers or ideas. And Eoin knows the system inside out, so he can help anyone on the team who gets stuck. I'm going to send out a follow-up email after this with a couple of video tutorials and some use-case examples. You can share those with the team. Any final questions?

I think we're good. Thanks, Laura. Honestly, I'm pretty excited about this. I think it's going to save us time.

That's what I want to hear. Right, you're live as of today. Go forth and search. If anything comes up, just shout.

Cheers.