Brackwell Freight Ltd / BG-Demo – Training
Callcompleted
Brackwell Freight Ltd · 15 Jan 2024 11:00
Admin session with Aisha Rahman, joined briefly by Dean Hargreaves. Early use is real and checked, but Aisha is the only admin, a second admin is undecided and the access restriction question is open.
What was said
What this says
As at Fri 9 Oct 2026Admin session with Aisha Rahman, joined briefly by Dean Hargreaves. Early use is real and checked, but Aisha is the only admin, a second admin is undecided and the access restriction question is open.
What happened: Callie Brennan covered saved and shared questions with Dean, then adding users, the weekly source check and permissions with Aisha. Aisha invited one revenue operations colleague during the call.
Customer view: Aisha's chat answer matched her hand-built report and found one real extra exception. Dean rang a retailer before they rang him and said they were pleased.
Commercial: Aisha's seat list is under fifteen, inside the licensed users. Callie pointed her to Marcus Bell for renewals and Tom Ashdown for commercial matters.
Watch: Aisha is the only admin and was nervous about cover. Whether the access setting can limit what finance sees on this plan is unconfirmed.
Themes
As at Fri 9 Oct 2026Theme
Admin setup and cover
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to send the setup note, cheat sheet and weekly source check checklist.
- Callie Brennan to confirm by email what the access setting hides on this plan.
- Aisha Rahman to choose a second admin, send her list of names and tell the depot managers.
Risks
As at Fri 9 Oct 2026- Aisha is the only admin and no second admin has been chosen.
- Commercial figures typed into page notes would be visible to everyone who can see the page.
- Whether access settings on this plan can hide notes from the finance user is not yet confirmed.
Opportunities
As at Fri 9 Oct 2026- Dean's story of ringing a retailer first can help Aisha bring the other depot managers on as users.
- A saved and shared question could replace most of the Tuesday review.
Transcript
Callie BrennanGood morning, Aisha. Can you see my screen? I've just shared it.
Aisha RahmanMorning, Callie. Yes, I can see it. I've tried a couple of things already before we started, if that's all right. I went into the admin area on my own and had a look around, but I didn't change anything.- Callie BrennanThat's absolutely fine, and sensible. So today's plan is mostly for you, Aisha, because we said we'd do the admin side. First, who's in and who isn't, and how to add people. Then checking that your sources are loading. Then I'll hand you the setup note and we'll walk through it together. Dean's joining for the first bit and then he'll drop off, since the admin part isn't his.
- Aisha RahmanRight. He said he'd be on in a minute. He's got a retailer on the phone.
- Callie BrennanNo worries. Did the weekend go all right? Weather's been awful up your way, I saw.
- Aisha RahmanRain all weekend. Yes. I stayed in and, to be honest, I did the Monday question in chat on Sunday evening, like we said. I wanted to try it before today.
- Callie BrennanOh, that's good. How did it compare with your hand-built version?
- Aisha RahmanMostly the same. The ranking of customers was the same at the top. But it listed one extra exception that I hadn't counted, and I went and checked it, and it was real. I'd missed it, so, I suppose it's better than mine.
- Callie BrennanThat's a good result, and I'd say you caught it, not the machine, because you checked. And the duplicate line from last Thursday, you'll be pleased to hear I looked, and that was the helpdesk passing an update through as well as the original. It's now shown once, and I've put a line about it in the setup note.
- Aisha RahmanOh, thank you. I did notice it had gone. I wasn't sure if I'd done something.
Dean HargreavesSorry, sorry. Here. Had a driver on about a missed slot. Morning. Well, nearly afternoon. What have I missed?- Callie BrennanNothing at all, hello Dean. We were just saying Aisha's done the Monday question in chat and it matched. How've you got on since Thursday?
- Dean HargreavesUsed it every day. Honest. Look at the account before I ring. It's quicker than it was, I just do the last month like you said. Found a thing yesterday. Retailer was going to ring about a late pallet and I rang them first.
- Callie BrennanThat's exactly what we want. How did they take it?
- Dean HargreavesChuffed. Said nobody ever rings before. So that's one.
- Callie BrennanBrilliant. Right, so for Dean's part this morning I only have one thing, and it's a nice one. Pages. Last time you wrote a note on a page. Today, I want to show you how to save a question so you don't retype it, and how to share one with the rest of the depot team. Aisha, you'll want to see this because it's the thing that makes other people start using it.
- Aisha RahmanYes please. That's what I couldn't see how to do.
- Callie BrennanDean, open chat and ask me a question you've asked before. The exceptions one.
- Dean HargreavesDone. It's the same three again. Plus a new one. Good job I looked.
- Callie BrennanNow, top right of the answer there's a small save button. Click it, and give it a name you'd actually recognise. Not chat answer one. Something like retailers with most exceptions.
- Dean HargreavesRight. Named it Warrington exceptions. Is that all right?
- Callie BrennanPerfect. It's now in your saved list, left-hand side under pages. Next time you click it and it re-runs on the latest data. You don't retype anything. And now the sharing. See the share button next to it? Choose Aisha's name.
- Aisha RahmanIt's arrived. I've got it in my list, with Dean's name on it. That's quite neat.
- Callie BrennanThat's the idea. If your depot managers all have the same saved question, you've effectively got a shared weekly report that updates itself. Aisha, that might well be your Tuesday review, or most of it.
- Aisha RahmanI'd like that very much. I'd still check it before the review, though. Just in case.
- Callie BrennanI'd expect nothing less. Dean, anything else you want to ask while you're here, before you go back to the phones?
- Dean HargreavesOne thing. Is it all right if I put in the numbers for a retail customer's contract? Like what they pay us. Or is that daft?
- Callie BrennanI'd be careful there. The brain shows what's in the connected systems, so if the contract values are in your CRM then they'd appear for people who can see them. What I wouldn't do is type commercial figures into a free-text page note, because it's visible to everyone who can see the page. Aisha, that's one to think about on the admin side, who sees what.
- Aisha RahmanI'll note that down. I'd not thought about it.
- Dean HargreavesFair enough. Won't then. Right, I'd best go, there's a driver waiting. Cheers, Callie. Cheers, Aisha.
- Callie BrennanThanks, Dean, nice work. Speak soon.
- Callie BrennanRight, Aisha, now it's the admin part. Let me do this properly, because it's the bit I most want you comfortable with. Before we switch anything on or change anything, what I need from your side is a clear picture of who should have a seat. You said you'd make a list.
- Aisha RahmanI have. I've attached it to the email I sent this morning, but I can read it out. There's me and Dean, then the other depot account managers, a couple from revenue operations, and one of the finance team who wanted to see customers' ticket history. It comes to fewer than fifteen. I counted twice.
- Callie BrennanGood, so you're inside your licensed users, with a little room left. Let's go to the users screen. Top right, your initials, then admin, then users. Do you see the list?
- Aisha RahmanYes. I see a few names. Some I don't recognise.
- Callie BrennanThose will be the people who were added when we set it up. Don't remove anyone yet, that's a decision for you, and for whoever owns this internally. Let's first add one person together so you see how it works. Pick someone from your list. Someone who definitely should have it.
- Aisha RahmanThe revenue operations person then. I know she's wanted it for a while.
- Callie BrennanGood. Click add user, put in her work email, and pick the role. For almost everyone that's user. Admin is only for people who'll manage the setup, and I'd keep that small. At the moment it's just you, which is a risk I want to talk about before we finish.
- Aisha RahmanI'm still a bit nervous about that, to be honest. If I'm off, who covers it? Liam used to do it and then he moved on, and I ended up with it.
- Callie BrennanThat's exactly why I'd bring it up. One admin is fine to begin with, but you want a second, a named backup who can add a user or check a source if you're on leave. We can come back to who it should be. Don't decide today.
- Aisha RahmanOkay. I'll think about it. Probably someone from revenue operations, because they're the other main users.
- Callie BrennanSensible. Right, finish adding her. Click send invite.
- Aisha RahmanSent. It says invited, pending. Do I need to do anything else?
- Callie BrennanNo. She gets an email, she sets her password, and then she shows as active. Check back tomorrow, and if she's still pending after a couple of days, resend it. That's the most common thing that goes wrong, honestly, it ends up in junk.
- Aisha RahmanRight. Resend after a couple of days. I'll write that down.
- Callie BrennanDo. Now sources. Go back to admin and choose sources. This is the screen I'd like you to look at once a week. It's the list of every system the brain is reading from, your CRM, the helpdesk, the call recorder and so on, and next to each, when it last loaded and how many records it has.
- Aisha RahmanI see it. They all say loaded, with today's date, apart from one which says yesterday.
- Callie BrennanWhich one's yesterday?
- Aisha RahmanThe call recorder. Is that a problem? Is it me or should it be today?
- Callie BrennanNot necessarily. Click on it. It'll show the history. Some sources only change when there's something new, so if nobody recorded a call since yesterday afternoon, nothing's new. I'd only worry if one says it hasn't loaded for several days, or if the number of records stays flat for weeks when you know there should be more. That's the pattern that tells you something's broken.
- Aisha RahmanSo flat numbers for weeks. Not just one day.
- Callie BrennanExactly. And if you see it, don't try to fix it, raise a ticket with us, with a screenshot, which you're very good at. Say which source and what you changed on your side recently. Changing a system on your side is the commonest cause.
- Aisha RahmanThat I can do. I'd want to be sure it's not something we've done, though. Is there a way to see what changed?
- Callie BrennanGood question. In the source detail there's an activity log. It shows when connections were made and refreshed. It won't tell you why, but it gives you the when, and the when is usually enough to find the why on your own side. Open it and have a look.
- Aisha RahmanOkay, I see a list of dates. The latest one's today, early. And before that, there's the setup, from last month.
- Callie BrennanThat's all as expected. So you've the first load, the daily refreshes and nothing unusual. That's what healthy looks like, and now you've seen it. Next time something looks off you'll have something to compare it with.
- Aisha RahmanThat helps a lot, actually. I think what worried me is not knowing what normal was.
- Callie BrennanThat's very common. Okay, let's do something practical. I'd like you to take a few minutes and go through each source, one at a time, and write down the last loaded time and the record count for each. Not for me, for you, so you've got a baseline. I'll wait.
- Aisha RahmanOkay. I'll do that now. It might take a little while.
- Aisha RahmanI've done them. Five sources, and I've got the times and the counts. Can I ask, should I be doing this every week, or is that too much?
- Callie BrennanOnce a week, on the same day, before your Tuesday review would suit you. It takes five minutes once you've done it a couple of times. If the numbers are flat or a source is late, you'll know before the review rather than during it. That was the thing that bothered you, wasn't it, working from figures that weren't current.
- Aisha RahmanYes. That's exactly it. I hate presenting numbers and then finding out they were behind.
- Callie BrennanThen the Monday check is your protection. Right, permissions. Go back to users, and click on any one name. You'll see which accounts and which pages they can see. For most of your people it'll be everything, which is the default.
- Aisha RahmanI see. And if I wanted the finance person to only see tickets and not the notes, could I do that?
- Callie BrennanYou can restrict what they see, yes, using the access setting on that screen. But I'd want to check exactly what it hides on your plan before I promise anything. I don't want to say it'll do something and then find it doesn't. Can I come back to you on that one by email?
- Aisha RahmanOf course. There's no rush. I'd just rather not guess.
- Callie BrennanQuite right. Okay. Last thing on admin is the question that every customer asks sooner or later. What if something goes wrong and I'm not around? So, the support route. In the corner there's a help button that raises a ticket straight to us. You'll fill in the source or screen, what you expected, what happened, and attach your screenshot. We respond to that, and Marcus Bell, your customer success manager, can see it too.
- Aisha RahmanOkay. And Marcus is the person for anything about the contract?
- Callie BrennanMarcus for how it's going and renewals, and Tom Ashdown is your account owner if there's anything commercial. I'd go to them with that, not through me. My side is getting you set up and comfortable.
- Aisha RahmanRight. I wouldn't speak for Gareth on the contract anyway. That's his.
- Callie BrennanUnderstood, you wouldn't need to. Okay. Anything I've glossed over? Anything you're unsure about, now's the time. I'd rather you asked.
- Aisha RahmanOnly really the second admin. I'm still thinking about it. And whether I should tell the depot managers myself that they're getting seats, or whether you'd do an announcement.
- Callie BrennanI'd say you tell them, it'll land better coming from someone they know. I'll write you a few lines you can paste in an email, and a one-page cheat sheet with the three habits, check the account before you ring, save the question, tell us if something looks flat. Dean's been doing the first one and he's the best advert you've got.
- Aisha RahmanThat would be perfect. I'll forward it with his story about the retailer. He won't mind, will he?
- Callie BrennanI'd ask him first, but I'd be surprised. Right. Let me recap what happens next so we're clear. I send the setup note and the cheat sheet today, with the checklist for the weekly source check. I come back to you on the access setting question. You send me your list of names once you've decided on the second admin, and you tell the depot managers. We'll have a short catch-up in a couple of weeks to see how it's going. Does that match what you have?
- Aisha RahmanYes, I think so. Setup note, cheat sheet, access question from you. Names and announcement from me. And the weekly source check.
- Callie BrennanThat's it exactly. And honestly, Aisha, you've picked this up quickly. You're already doing what I'd hope a good admin does, checking before you believe, and writing things down.
- Aisha RahmanThank you. That's kind. I'm still a bit nervous, but it's better than it was.
- Callie BrennanThat'll fade. Okay, I'll let you get back to it. Thanks, Aisha, and tell Dean well done on the retailer.
- Aisha RahmanI will. Thanks, Callie. Speak soon.
Callsmade from