Astley Brook Packaging / BG-Demo – Training
Callcompleted
Astley Brook Packaging · 20 Apr 2026 14:30
Laura Penhaligon trained Chris Unsworth, a grocery key account manager, on chat, search and pages. He found it quick and useful, but a late delivery was not flagged because the promised date may not be loaded.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon trained Chris Unsworth, a grocery key account manager, on chat, search and pages. He found it quick and useful, but a late delivery was not flagged because the promised date may not be loaded.
What happened: Laura showed chat, search and pages on Chris's own grocery accounts and built him a page for open complaints, deliveries and credit status. He practised several questions on his own.
Customer view: Chris said he normally does this with three tabs open and a coffee. He ended by calling the session properly useful and said he would tell Leanne and the other account managers.
Commercial: This is a new active user on Growth and a likely route to wider adoption. The dashboards builder was mentioned, and Chris said he might use it later.
Watch: A known late delivery showed as delivered without a late flag, so the promised date may be missing from the loaded data. Laura will check the mapping with Sajid, and vague questions returned long answers.
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 to check with Sajid whether the requested delivery date can be loaded from the ERP.
- Laura to send Chris a one-page guide on question phrasing.
- Laura to set up sessions for the other account managers over the next couple of weeks.
Risks
As at Fri 9 Oct 2026- The promised delivery date may not be loaded, so late deliveries are not flagged.
- Loosely worded questions give long, unclear answers, which could erode trust.
Opportunities
As at Fri 9 Oct 2026- Chris will bring Leanne and the other account managers, widening use of the forty seats.
- The Growth dashboards builder could deepen use once pages are established.
Transcript
Laura PenhaligonHi Chris, can you hear me? And can you see my screen yet?
Chris UnsworthHear you fine. Screen's showing a blank page with a logo, so I'm guessing that's the one.- Laura PenhaligonThat's the one. Afternoon, by the way. How's Monday treating you?
- Chris UnsworthBusy. I've had two buyers on the phone before lunch, both asking where their stock is. So I'm very much in the mood for this, to be honest.
- Laura PenhaligonGood, then let's make it useful. I'll keep it practical. The idea is you leave with a handful of questions you can ask tomorrow morning and trust the answers. Is it just you today? Leanne said she might drop in.
- Chris UnsworthJust me, I think. She's tied up with a complaint, as usual.
- Laura PenhaligonFair enough. So there are three ways in. Pages, which are like saved views of a brand or an account. Search, for finding a specific order or complaint. And chat, where you just ask in plain English. Most people start with chat and then fall in love with pages. Let's try chat.
- Chris UnsworthGo on then.
- Laura PenhaligonI'm going to type a question about one of your grocery brands. What are the open complaints for this brand this month, and which deliveries do they relate to? Now watch what it gives back, and look at the sources underneath.
- Chris UnsworthOh, that's quick. So that's the complaint, and that's the delivery, and the order it came from. I normally do that with three tabs open and a coffee.
- Laura PenhaligonRight. And the bit I always point out is the sources. Click on one. See, it takes you to the underlying record. If an answer doesn't have a source, don't rely on it.
- Chris UnsworthMm. Good to know. What if it's wrong?
- Laura PenhaligonUsually that means the data is thin or the question was vague. Be specific: the brand, the product line, the time frame. Leanne's phrase, which brand, which line, is actually the perfect prompt.
- Chris UnsworthShe'd be pleased you've noticed. She says it about twelve times a day.
- Laura PenhaligonHa. Okay, your turn. Take the mouse. Pick a grocery account you know well and ask it something you already know the answer to. That's the best way to build trust.
- Chris UnsworthRight. I'll ask for the last delivery of printed sleeves for one of my bigger accounts and whether it went out complete. I know that one was a day late.
- Chris UnsworthOkay, it says delivered, and it's got the date. It's not flagging it as late though.
- Laura PenhaligonInteresting. Is the promised date in the data you've loaded, or only the actual delivery date?
- Chris UnsworthI don't know. Honestly I'd have to ask Sajid.
- Laura PenhaligonThat's a good catch, and exactly why we test with things you know. I'll check the mapping with Sajid. If the requested date is available from the ERP, we can bring it in and then late will show up properly. Note it down as the first thing to chase.
- Chris UnsworthNoted. Well, written on a sticky.
- Laura PenhaligonPerfect. Sticky notes are the original data layer. Right, search next.
- Laura PenhaligonSo, with search you can just type an order reference or a customer name and get everything connected. Try a complaint reference from this week.
- Chris UnsworthOh, that's handy. I've got the complaint, the order, and an invoice sitting alongside. Does credit see the same thing?
- Laura PenhaligonYes, same underlying data, though what each person can see is controlled by the permissions Sajid sets. You're one of the forty licensed users, so you'll see what your role allows.
- Chris UnsworthFine. I don't need to see everything. I just want to know whether a brand is on hold before I promise them anything.
- Laura PenhaligonThen let's build you a page for that. Pages are where you save the questions you ask every day. I'll make one for the grocery brands with open complaints, recent deliveries and credit status, and you can tweak it.
- Chris UnsworthThat looks nice. Can I reorder those panels? The credit one should be at the top.
- Laura PenhaligonDrag it up. Yes, just like that. And because you're on Growth there's a dashboards builder too, if you ever want a chart rather than a page. We needn't do that today.
- Chris UnsworthProbably later. One thing at a time.
- Laura PenhaligonSensible. Let's practise a few more questions. I'll give you a few styles and you try them on your own accounts.
- Chris UnsworthI've done the three. The complaint one worked brilliantly. The one about repeat orders gave me a long answer I wasn't sure about.
- Laura PenhaligonWhat did you ask exactly?
- Chris UnsworthWhich of my brands have reordered less this quarter. And it just listed everything.
- Laura PenhaligonYeah, that's too loose. Compared with when? Try this quarter against the same quarter last year, and name the line. The more precise you are, the better it behaves.
- Chris UnsworthBetter. That's a short list and I recognise two of them. One of them I've been meaning to ring for weeks.
- Laura PenhaligonThere you go, that's a real use. Ring them. Then ask the brain again next month and see if it's changed.
- Laura PenhaligonRight, a few housekeeping things. Don't paste anything private into chat that you wouldn't put in your own systems. It stays in your Snowflake account, but still. And if an answer looks odd, flag it to Sajid or raise a ticket, we'd rather know.
- Chris UnsworthOkay. Who do I ask if I'm stuck? You, or Amara?
- Laura PenhaligonSajid first for anything about your data, Amara for how you use it day to day, and the helpdesk for something broken. I'm around until the rollout settles.
- Chris UnsworthCan I have a go at the page on my own now? Just to check I can find it again.
- Chris UnsworthYep, found it. Saved under my pages. Good.
- Laura PenhaligonLovely. So, homework, nothing heavy. Three questions a week on your real accounts, and tell me what it got wrong. I'll send a one-page guide with the phrasing that works, and I'll speak to Sajid about the promised delivery date.
- Chris UnsworthThat's doable. I'll tell Leanne it's worth her time as well, and the other account managers.
- Laura PenhaligonPlease do. I'll set up sessions for them over the next couple of weeks. Anything else before we stop?
- Chris UnsworthNo, I think that's me. Thanks, Laura, that was properly useful.
- Laura PenhaligonPleasure. Speak soon, Chris. Cheers.
- Chris UnsworthCheers, bye.
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