Eccup Software / BG-Demo – Training
Callcompleted
Eccup Software · 1 Jul 2024 16:30
Callie Brennan trained Becky Lofthouse and Oliver Rushworth on pages, search, chat and admin. Becky found value quickly; few users are logged in against forty licensed, and the usage source loads weekly only.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan trained Becky Lofthouse and Oliver Rushworth on pages, search, chat and admin. Becky found value quickly; few users are logged in against forty licensed, and the usage source loads weekly only.
What happened: Callie walked both customer people through pages, search and chat on Eccup Software's own data, then took Oliver through the admin settings. Becky and Oliver each asked their own questions.
Customer view: Becky said the no-reply question gave a short list where "I've been chasing those two for weeks and nobody had joined it up." Oliver said the same work would have been a spreadsheet and half a day.
Commercial: Callie noted the licence is for forty users but only a few are logged in. Oliver will ask his manager who comes next, which is headroom for adoption. Becky wants a saved Monday view next, which points to the dashboards builder that comes with Growth.
Watch: Oliver is the only admin named, and Callie advised never having just one. The usage source loads weekly summaries only, and Oliver admitted they rename things in source systems often, which risks a broken connector.
Themes
As at Fri 9 Oct 2026Theme
Onboarding training and admin
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- Callie Brennan to send a setup note with admin steps and a guide to phrasing questions.
- Callie to book the saved-view session for later that week.
- Oliver to ask about moving the usage export from weekly and to name a second admin.
Risks
As at Fri 9 Oct 2026- Only a few people are logged in against forty licensed users, so adoption could stall.
- Oliver is the only admin named, and Callie advised never having just one.
- Frequent field renames in Eccup Software's source systems could break a connector if BG-Demo is not told first.
Opportunities
As at Fri 9 Oct 2026- Oliver will ask his manager who to invite next, which could widen use across the forty licensed seats.
- Becky wants a saved Monday view, which leads into the dashboards builder that comes with Growth.
Transcript
Callie BrennanHello, hello. Can you both hear me all right? I've got the recording running so it should say so at the top.
Oliver RushworthYep, loud and clear. Afternoon, Callie. Becky's just getting her headset sorted, she's been fighting it since lunch.
Becky LofthouseSorry, sorry. Hi. Can you hear me? Right, that's better. It kept picking up the laptop speakers and giving me an echo.- Callie BrennanNo echo now, so we're good. Thanks for making the half past four slot, I know it's the end of the day for you. Here's the plan for the next hour or so. First I'll show you around the pages and the search, then the chat, then we'll do some questions on your own data, and in the last stretch Oliver, I'll take you through the admin side. What I need from your side is for you to interrupt me whenever something doesn't make sense.
- Becky LofthouseInterrupting is my speciality. Oliver will tell you.
- Oliver RushworthShe's not wrong.
- Callie BrennanBrilliant. Okay, I'm sharing my screen now. Can you see the home page, the one with the search bar across the top?
- Becky LofthouseYes. It's a bit bigger than I expected, but yes.
- Callie BrennanThat's my zoom, one second. Better? So, there are three ways in. Pages are the structured views, one per provider, one per renewal and so on. Search is for finding a specific thing across all your sources. Chat is where you just ask a question in plain English. Most people start in search and end up living in chat.
- Becky LofthouseSo if I want to see everything about one care provider, which one do I use? Because that's honestly my whole job, one provider at a time.
- Callie BrennanThe provider page. Let me open one of yours. I'll pick a provider from your list, whichever is first alphabetically. There. At the top you've got the account summary from your CRM, then the tickets from the helpdesk, then renewal dates, then usage of your own product, all stitched together on the one page. That maps cleanly because we matched them on the provider identifier when we set up the connectors.
- Oliver RushworthThat identifier thing was the bit that took us ages to agree internally. Good to see it actually working.
- Callie BrennanIt does, and I checked the mapping against a handful of providers last week before we switch on the refresh each night, so I'm not guessing. Becky, have a go. Search for a provider you know well.
- Becky LofthouseOkay, typing. Right, it's found them. Hang on, it's also showing me a ticket thread. Is that from the helpdesk?
- Callie BrennanYes, search covers all connected sources. You can narrow it with the filter on the left, so just tickets, or just renewals. Click the little source filter.
- Becky LofthouseOh, that's neat. So I could say only tickets from the last quarter for this provider.
- Callie BrennanExactly. Now chat. I'll type a question: which providers have a renewal coming up in the next quarter and a ticket still open? Watch what it does.
- Oliver RushworthThat's a list. With links. And it's telling you which sources it used.
- Callie BrennanRight, and that's important. It always shows where an answer came from, so you can click through and check. If an answer ever looks odd, the first thing to do is open the source. Nine times out of ten the question was ambiguous, not the data.
- Becky LofthouseCan I ask it something silly? Like which providers never reply to our emails?
- Callie BrennanGo for it, it's your data. Try rewording it a little, say providers with no reply to our last couple of emails.
- Becky LofthouseOh. It's given me a short list and I recognise two of them. That's actually useful. I've been chasing those two for weeks and nobody had joined it up.
- Oliver RushworthThat would have been a spreadsheet and half a day for me, to be fair.
- Callie BrennanThat's the whole point of it. So a quick tip on phrasing: put the time frame and the group you care about in the question. The more specific, the better the answer. Let me show you a vague one and a sharp one side by side.
- Becky LofthouseYeah, I see it. The vague one just waffled. The sharp one gave me a table.
- Callie BrennanMm. Okay, over to you now for a few minutes. I'd like each of you to ask three questions you'd genuinely ask on a normal Monday. I'll stay quiet unless you get stuck.
- Oliver RushworthRight. Give us a bit.
- Becky LofthouseOkay, I've done mine. One of them came back empty and I'm not sure why. I asked for usage per provider for last month and it just said no data.
- Callie BrennanLet's look. Can you share your screen? Ah, I see. You've said last month, but the usage source only loads weekly summaries so far. Try asking for the last four weeks instead. That's down to how your product exports it, not to B-Viz.
- Becky LofthouseRight, that's worked. Okay. Makes sense. Should I tell someone on our side that the export is weekly?
- Oliver RushworthI'll sort that, Becky. It's on my list anyway. It's a config thing in the product.
- Callie BrennanGood. Oliver, let's go into the admin side now, since you're the admin. Switch to the settings area, bottom left.
- Oliver RushworthGot it. Users, connectors, that sort of thing.
- Callie BrennanYes. Users first. You're licensed for forty, and at the moment there are only a few of you actually logged in. That's fine, it's early days, but it's worth planning who comes next. To add someone you send an invite, they set their own password, and you pick whether they're a user or an admin. I'd keep admins to a minimum, but never just one, so there's always cover.
- Oliver RushworthUnderstood. So me and, say, one other person. I'll ask my manager who.
- Callie BrennanPerfect. Connectors next. This page shows each source, when it last refreshed, and whether it loaded cleanly. The refresh finishes before seven in the morning, 07:00, on business days. If a connector ever shows a warning, that's your first stop. And if you change anything in the source system, say you rename a field in your CRM, tell us before, not after.
- Oliver RushworthOkay, noted. We do rename things more often than we should.
- Callie BrennanEverybody does. Right, I'll write all this up in a setup note after the call, with the admin steps and a short guide to phrasing questions. Becky, anything else you want to cover before we wrap up?
- Becky LofthouseNot today. I'd like to come back and look at building something saved, like a view I can open every Monday. Is that next time?
- Callie BrennanThat's exactly next time. I'll book it for later this week. Thanks both, speak soon.
- Oliver RushworthCheers, Callie. Thanks, that was really useful.
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