Duddingston Payroll / BG-Demo – Training
Callcompleted
Duddingston Payroll · 10 Apr 2025 16:15
Laura ran a hands-on search and chat session with Ailsa Pringle on Growth. Ailsa found it useful for client history but does not yet trust it. Only a handful of client managers were logging in.
What was said
What this says
As at Fri 9 Oct 2026Laura ran a hands-on search and chat session with Ailsa Pringle on Growth. Ailsa found it useful for client history but does not yet trust it. Only a handful of client managers were logging in.
What happened: Laura Penhaligon took Ailsa Pringle through search, call summaries, chat and a saved page. Euan, who looks after payroll systems, was absent and is due at the next session.
Customer view: Ailsa found it quicker for the history of a client but said she is still slower than her old way for some things because she does not trust it yet. It surfaced one employer she had missed completely.
Commercial: Growth licenses forty users and only a handful of client managers log in, so adoption is the gap. Ailsa will ask other client managers to log in this week, and the dashboards builder was held for the next session.
Watch: Trust is the barrier. An answer missed a minor detail from an old email, which Laura put down to indexing or a broad question.
Themes
As at Fri 9 Oct 2026Theme
Early adoption training
Importance
neutral
Sentiment
mixed
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ailsa to ask other client managers to log in this week.
- Laura to send a written summary and the next session link with Euan invited.
- Laura and Euan to look at any employer where answers keep missing detail.
Risks
As at Fri 9 Oct 2026- Ailsa does not yet trust the answers, which could slow adoption among client managers.
- Only a handful of client managers log in against forty licensed Growth users.
Opportunities
As at Fri 9 Oct 2026- The saved watch list page and the cross-system query could be shared with the wider client manager team.
- The dashboards builder included in Growth is still to be covered.
Transcript
Laura PenhaligonHello? Ailsa, can you hear me alright? I think my headset is still on the wrong setting.
Ailsa PringleHi Laura, yes, loud and clear. Sorry, I'm a couple of minutes late, I was finishing a call with one of our employers and it ran over.- Laura PenhaligonNo problem at all, it's only just gone quarter past. Good afternoon, by the way. How's the week been?
- Ailsa PringleBusy. Mid-month is always busy for us, everybody's chasing changes before the payroll cut-offs. It's the sort of week where I'd love to stop hunting through four different places for one answer, which I suppose is why we're here.
- Laura PenhaligonThat's exactly the idea. So today is hands-on, no slides. I'll share my screen to begin with, but I'd like you driving as soon as you're comfortable. Is it just you today?
- Ailsa PringleJust me. Euan, who looks after our payroll systems, couldn't make this one, but he'll join the next and I'll tell him what we've covered.
- Laura PenhaligonLovely. Let me check where you are. You're on Growth, so forty users licensed, and at the moment only a handful of your client managers have been logging in. Does that sound right?
- Ailsa PringleYes, a few of us. I think people are waiting to see if it's worth their time before they change how they work.
- Laura PenhaligonFair enough, that's normal. So let's make it worth their time. Pick an employer you know well, someone you'd expect a query from this week.
- Ailsa PringleOkay, um. There's a hospitality client with a lot of seasonal staff. They're always asking about starter paperwork and the pay run dates.
- Laura PenhaligonPerfect. Start with search, the bar at the top. Type the employer's name and just see what comes back before you filter anything.
- Ailsa PringleRight, so I'm getting a list. There's some calls, some emails, a couple of tickets, and something that looks like a fee record. Mm. That's quite a lot in one place.
- Laura PenhaligonThat's the point. Those are all coming from the connected systems, but you're not having to know which one. Try the filter on the left and narrow it to just the last few weeks.
- Ailsa PringleOkay, that's cleaner. Can I click into the call?
- Laura PenhaligonPlease do. You'll get the transcript and a short summary. You can search inside it as well, so if you're after the bit about the deadline you don't need to read the whole thing.
- Ailsa PringleOh, that's useful. I'd normally be listening back to a recording at double speed and hoping. Sorry, go on.
- Laura PenhaligonNo, that's a very common reaction. Now chat. It's the panel on the right. Instead of searching, you ask a question in plain English. Try something like, what has this employer asked us about recently?
- Ailsa PringleIt's come back with a summary, and it's listed the sources underneath. So the last query was about a late starter, and there was a call about changing the pay date.
- Laura PenhaligonGood. Always glance at the sources. If something looks odd, click through and check it. It's reading your data, but you're still the person who knows the client.
- Ailsa PringleYeah, I'd want to check before I told an employer anything anyway. Is it always right?
- Laura PenhaligonIt's only as good as what's been indexed, so if a source is out of date the answer will be too. That's why the sources matter. Euan will see the connector side in the next session, so he can tell you how fresh things are.
- Ailsa PringleOkay. Can I try a harder one? Something like, which of my employers have had more than one payroll query and a fee dispute?
- Laura PenhaligonGo for it. Be a bit specific about the time window, otherwise it'll guess.
- Ailsa PringleSo it's given me a short list, and, hang on, I recognise two of those. One of them I already knew was grumpy. The other one I'd missed completely.
- Laura PenhaligonThat's the sort of thing that's hard to see when it's spread across the helpdesk, your CRM and the accounting system. Let's save this as a page so you can come back to it.
- Ailsa PringleA page. Right. Is that like a bookmark?
- Laura PenhaligonA bit more than that. It keeps the question and refreshes the answer with the nightly update, so it stays current. Click save, give it a sensible name, and choose who can see it.
- Ailsa PringleDone. I've called it watch list, which is not very imaginative, and I've kept it to myself for now.
- Laura PenhaligonThat's fine. You can share it with the rest of the client managers once you're happy it's useful.
- Ailsa PringleCan I ask about the dashboards? Someone mentioned we get a builder as part of Growth.
- Laura PenhaligonYou do. I'd leave that for the next session with Euan, though, because it's easier once the basics are sticking. For today, let's do a couple more real questions so it feels natural.
- Ailsa PringleFine by me. I'd rather get one thing working properly than see everything at once.
- Laura PenhaligonHow are you getting on with those? I can see you've been through a few employers.
- Ailsa PringleBetter than I expected. Honestly, I'm still slower than my old way for some things, because I don't trust it yet. But for the history of a client, it's quicker.
- Laura PenhaligonThat's an honest answer, and it's the right instinct. Trust builds when you check a few and they're right. Try asking it something you already know the answer to, and see if it agrees.
- Ailsa PringleOkay, I did that with one I know well. It got the main points right and missed a minor detail from an old email. Is that about the indexing?
- Laura PenhaligonPossibly, or the question was a touch broad. Rephrase it narrower and see. If it keeps missing it, note the employer and we'll look at it with Euan.
- Laura PenhaligonWe're getting near the end. Shall I recap what you'll try before we speak next?
- Ailsa PringlePlease. I've got some notes but they're a bit scrappy.
- Laura PenhaligonSo: use search first for any employer query, open the call summaries, ask two or three real questions a day in chat, and always look at the sources. Keep your watch list page and tell me what's missing from it.
- Ailsa PringleGood. And I'll ask a couple of the other client managers to log in this week, so there are more of us at the next session.
- Laura PenhaligonBrilliant. I'll send a short written summary of today and the link for the next session, with Euan invited.
- Ailsa PringleThanks Laura, that was more useful than I thought it would be. Speak soon.
- Laura PenhaligonCheers Ailsa, have a good rest of the afternoon. Bye for now.
Callsmade from