Whitlingham Wealth / BB-Demo – Training
Callcompleted
Whitlingham Wealth · 2025-01-20 09:45
Callie Brennan trained Felicity Gurney and Daisy Howes on search, chat, dashboards and support on 20 Jan 2025. Both were engaged and positive, with no objections raised. Handover to CSM Daniel follows once the brain is stable.
What was said
What this says
Current to 14 Oct 26Callie Brennan trained Felicity Gurney and Daisy Howes on search, chat, dashboards and support on 20 Jan 2025. Both were engaged and positive, with no objections raised. Handover to CSM Daniel follows once the brain is stable.
What happened: Callie walked Felicity and Daisy through search, chat, the dashboards builder, saved searches, CSV export and pages. Access is to be given to the whole client service and portfolio teams.
Customer view: Both were receptive. Felicity said "That's really useful" and Daisy called the interface clean.
Commercial: The customer is on Growth with 40 licensed users. Felicity asked about restricting who sees what, which Callie said is possible with some setup. That is a possible later piece of work.
Watch: Callie is handing the relationship to Daniel after a couple of weeks live. Support was quoted at a four hour response, and the evidence does not show how it was later met.
Themes
Current to 9 Oct 26Theme
Growth onboarding training
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to reach out for a first check-in within about a week of the call.
- Callie Brennan to hold a check-in in a month or so to hear what is working.
Risks
Current to 9 Oct 26- Handover from Callie to Daniel must happen cleanly once the account is stable.
Opportunities
Current to 9 Oct 26- Felicity asked about restricting teams to certain portfolios, which could become a permissions piece of work.
Transcript
Callie Brennan NoneMorning, both. Good to see you. So today we're going to walk through how to use the brain, think of it as the searchable layer over your Salesforce and portfolio data. The idea is that instead of hopping between systems, you ask one place. Ready?
Felicity Gurney NoneYeah, let's do it.- Callie Brennan NoneGreat. First, let's just log in. You go to the brain URL, I'll send that separately: log in with your Whitlingham email, and you'll see the home page. Daisy, have you had a chance to look at it yet?
Daisy Howes NoneI had a quick look. It's pretty clean.- Callie Brennan NoneGood. So you see the search box at the top, that's the main interface. You can ask it almost anything about your data. Felicity, imagine a client calls and asks for a summary of all interactions in the last month. How would you ask it?
- Felicity Gurney NoneJust type 'show me all interactions with this client in the last month'?
- Callie Brennan NoneExactly. The brain will parse that, find the client record in Salesforce, pull all the interactions, and show them sorted by date. No manual lookup needed.
- Daisy Howes NoneAnd it's pulling from both systems, Salesforce and the portfolio data?
- Callie Brennan NoneBoth. So if you ask for a client and their portfolio, it'll join the data for you. Let me show you another feature, the chat. Instead of a search box, you can have a conversation with the brain. It's a bit more natural.
- Felicity Gurney NoneHow's that different from search?
- Callie Brennan NoneSearch is snapshot, you ask a question, you get an answer. Chat's conversational, you can say 'what else' or 'drill into this client further' and it keeps context. Really useful for exploring data.
- Daisy Howes NoneNice. Can both of us be using it at the same time?
- Callie Brennan NoneYep, you've each got your own login, and the data refreshes every morning at seven. You can run as many queries as you want concurrently.
- Felicity Gurney NoneWhat about permissions? Can we restrict who sees what?
- Callie Brennan NoneGood question. Right now, everyone on the Growth tier sees the same data. If you want to restrict certain teams to certain portfolios, that's possible, but it's a bit of setup. We can talk to the team about that down the line if you need it.
- Daisy Howes NoneFor now, we'll just give access to the whole client service and portfolio teams?
- Callie Brennan NoneThat's usually the right starting place. You've got 40 licensed users on Growth, so anyone in the business can have a login.
- Felicity Gurney NonePerfect. What about the dashboards? I saw something about building custom views.
- Callie Brennan NoneAh, good eye. Growth includes a dashboards builder. You can create custom views of your data: say, a client summary dashboard or a portfolio performance dashboard. I'll show you how to build one.
- Callie Brennan NoneSo you click 'new dashboard', give it a name, and then you can drag in cards: one card might be a list of clients, another might be total AUM for those clients, another might be recent interactions. It's visual, no coding required.
- Daisy Howes NoneCan you share them?
- Callie Brennan NoneYep. Once you build a dashboard, you can share it with other users or make it public to your team.
- Felicity Gurney NoneExcellent. What if the data doesn't look right?
- Callie Brennan NoneGood question. The data is pulling from Salesforce and the portfolio system exactly as it sits there. If a client record in Salesforce has a typo, that typo will show up here. But if you think the refresh isn't working properly: say, data's not being updated, that's when you reach out to me or email support.
- Daisy Howes NoneOkay. And what's the support process?
- Callie Brennan NoneEmail support at any time. You'll get a response within four hours. For urgent issues, I'm still on the account, so you can reach out to me directly until I hand over properly.
- Felicity Gurney NoneWhen's that handover?
- Callie Brennan NoneYou'll have a CSM, Daniel, who'll be your main point of contact going forward. I'll hand over the relationship to him after we're live and stable for a couple of weeks.
- Daisy Howes NoneSounds good. Any other features we should know about?
- Callie Brennan NoneYou can export results to CSV if you need them in Excel. You can set up saved searches, favourite queries you run regularly. And there's a pages feature if you want to create a knowledge base, like FAQ or playbooks for your team.
- Felicity Gurney NoneThat's really useful.
- Callie Brennan NoneRight. So what I'd say is: try some searches this week, build a dashboard or two, and when we have our check-in in a month or so, let me know what's working and what you want to adjust. Most teams find new use cases as they live with it.
- Daisy Howes NoneWill do. Thanks for walking through all that.
- Callie Brennan NoneMy pleasure. Just to close the loop: you're all set to log in as of today, the data's fresh, and the brain's ready for your teams. Daniel will reach out in the next week or so for a check-in. Anything else?
- Felicity Gurney NoneI think we're good.
- Callie Brennan NoneBrilliant. Thanks both, and welcome aboard. Speak soon.
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