Stainmore Haulage / BB-Demo – Training
Callcompleted
Stainmore Haulage · 2024-01-15 11:00
On 15 Jan 2024 Callie Brennan trained Shirley Bowman and Aaron Graham. Shirley said they had done little since go-live and felt daunted. Both ran a query by the end and the account moved to the CSM.
What was said
What this says
Current to 14 Oct 26On 15 Jan 2024 Callie Brennan trained Shirley Bowman and Aaron Graham. Shirley said they had done little since go-live and felt daunted. Both ran a query by the end and the account moved to the CSM.
What happened: Callie built a call-volume dashboard, taught the search pattern and showed Aaron the admin panel. Shirley needed two attempts at a query before it worked.
Customer view: Shirley said they had not done much since going live and were daunted. Aaron said the connectors were running and data was clean, but he was unsure what Shirley would do with it day to day.
Commercial: Adoption was thin at handover. Shirley mentioned chaos around invoicing, which is a use case that could build value.
Watch: Aaron is the only named admin and Shirley the only named daily user. The evidence does not show the tier or contract terms.
Themes
Current to 9 Oct 26Theme
Training, low early adoption
Importance
neutral
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus, the CSM, to check in with Shirley and Aaron a few days after the call.
- Shirley Bowman to run queries regularly, with Aaron Graham monitoring usage in the admin panel.
Risks
Current to 9 Oct 26- Little use since go-live and an uncertain daily use case could leave adoption thin after handover.
- Aaron is the only named admin, so his absence would leave nobody to manage access.
Opportunities
Current to 9 Oct 26- Shirley's invoicing data problems are a concrete use case that could build value.
Transcript
Callie Brennan NoneRight, so I've got us booked for just over an hour. The plan is to walk through the dashboards builder and some of the search functionality. I want to make sure before we wrap you up that you're both solid on using the thing. Sound okay?
Shirley Bowman NoneYeah, that sounds good. Honestly, we've not done much with it since we went live. Bit daunted, if I'm honest.
Aaron Graham NoneI've got the connectors running, data's coming in fine, but I wasn't sure what Shirley would actually do with it day to day.- Callie Brennan NoneThat's exactly what we're here to cover. Before we dive in, though, how are the refreshes landing? Any issues on the data side?
- Aaron Graham NoneNo, they're clean. Data's coming through as expected.
- Callie Brennan NoneGood. Right, let me share my screen. I'm going to show you the dashboard builder. What I want to do is build something real, something you'd actually use. What's a question you'd like to answer about your traffic or calls?
- Shirley Bowman NoneWell, we'd like to see call volumes by driver, really. That helps us manage the office better.
- Callie Brennan NoneThat maps cleanly. So here's where we go, dashboards section. I'm grabbing call data, filtering by driver. Click, click, visualize. Look at that.
- Aaron Graham NoneThat's quick.
- Callie Brennan NoneYeah. So from here, you can save that, share it with the team, refresh it on demand. Aaron, you'll be the person managing these once I hand over. Any questions about how permissions work or how you maintain them?
- Aaron Graham NoneI think I've got the gist of it. Different from what we had before, but it makes sense.
- Callie Brennan NoneGood. Shirley, you're going to be using this day to day, so I want to make sure you're comfortable with the search syntax. The brain finds things differently than a normal spreadsheet. Let me run through that.
- Shirley Bowman NoneOkay.
- Callie Brennan NoneSo if you want to search for all calls from a specific driver that ran over ten minutes, you'd structure it like this. Hear me out: date range, driver, then duration. That's the pattern.
- Shirley Bowman NoneRight. So it's kind of like writing a sentence?
- Callie Brennan NoneExactly that. Do it a few times and it becomes automatic. Before we switch on the refresh for any new connectors, I want to make sure you're both solid on this. Shall we try one together?
- Aaron Graham NoneYeah, let's do it.
- Callie Brennan NoneRight. I'm going to construct a query live, and I'll talk through each bit as I go. We're looking for all ticket records from the last month where the status is unresolved. Here's how we structure that.
- Shirley Bowman NoneOnce I know the pattern, could I do this on my own?
- Callie Brennan NoneThat's the whole point, yeah. The more you use it, the faster it clicks. And if you get stuck, there's a help section, and Aaron can troubleshoot. What I need from your side is to actually run queries. Use it.
- Shirley Bowman NoneFair enough. We've had some chaos around invoicing, so being able to pull that data quick would really help.
- Callie Brennan NoneThat's exactly what the brain is built for. Right, Aaron, let me walk you through the admin panel. There are a few things you need to know about user management and monitoring.
- Aaron Graham NoneOkay.
- Callie Brennan NoneSo here you can see who's active, who's not touched it in a while, what they're asking about. You manage access from here, if someone leaves, you disable them from this screen. And if a connector starts having trouble syncing, you'll get a warning here.
- Aaron Graham NoneLooks straightforward.
- Callie Brennan NoneGood. Now, Marcus is your CSM, he'll be your main contact once I hand over. Any data integrity issues or anything that doesn't look right, reach out to him or the support email. Don't assume something's wrong without checking first, but don't sit on problems either.
- Shirley Bowman NoneWe've got contact details for him?
- Callie Brennan NoneYeah, I've left you a setup note with all of that. Marcus, the support email, the knowledge base, everything you need. Right, one last thing, I want to see you both run a query end to end, just to make sure we're solid before I go. Shirley, you're up first. Ask the brain for all unresolved tickets from the last two weeks. Aaron, you watch what happens on the admin side.
- Shirley Bowman NoneOkay. So... last two weeks, tickets, unresolved?
- Callie Brennan NoneNearly there. The date range goes first. Try that again.
- Shirley Bowman NoneRight. Last two weeks, then tickets, then unresolved?
- Callie Brennan NoneThat's it. And look, results in under a second. That's the brain working. Well done. Aaron, did you see that come through on your side?
- Aaron Graham NoneYeah, I can see the query logged.
- Callie Brennan NoneRight. That log is how you track usage and spot issues. That's the kind of thing you'll keep an eye on. I think we're in good shape. Any final questions from either of you before I hand over?
- Shirley Bowman NoneI think I'm okay for now. Might reach out if something doesn't work as expected.
- Aaron Graham NoneSame. Thanks, Callie.
- Callie Brennan NoneThank you both. Marcus will check in with you in a few days. You've got this. Thanks, Callie.
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