Eccup Software / BG-Demo – Training
Callcompleted
Eccup Software · 4 Jul 2024 15:00
Callie Brennan showed Becky Lofthouse and Oliver Rushworth saved questions, a three-tile dashboard and the freshness check. Becky spotted flat usage for a provider; the usage feed is still weekly and wider user invites are pending.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan showed Becky Lofthouse and Oliver Rushworth saved questions, a three-tile dashboard and the freshness check. Becky spotted flat usage for a provider; the usage feed is still weekly and wider user invites are pending.
What happened: Becky saved a Monday renewals question and built a three-tile dashboard. Callie then showed how to read tickets against usage, and Oliver asked about data freshness.
Customer view: Becky said the email thread beside the renewal date "would have saved me the whole of Tuesday". She also saw that one provider's usage had gone flat, and Callie said that was worth a conversation with them.
Commercial: The team has not yet shared the dashboard because more people still need inviting. Oliver is waiting to confirm who, as some are on leave, with forty users licensed. The dashboards builder is part of Growth.
Watch: The usage source lags because the export is weekly. Oliver has asked for it to be daily and it is with Eccup Software's product team. Callie wants it in writing before the feed changes.
Themes
As at Fri 9 Oct 2026Theme
Saved questions and dashboards
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 note covering saved questions, dashboard steps and the freshness check.
- Oliver to tell Callie in writing before the usage feed changes to daily.
- Oliver to confirm which colleagues to invite next.
Risks
As at Fri 9 Oct 2026- The usage source is still a weekly export, so it can lag the other sources.
- Wider rollout is waiting on Oliver confirming who to invite, with some people on leave.
Opportunities
As at Fri 9 Oct 2026- Sharing the dashboard with more customer success colleagues would deepen use of the licensed forty seats.
- Becky's use of renewals, tickets and usage together is a value case for the renewal conversation.
Transcript
Callie BrennanAfternoon, both. Can you see and hear me? I'm just waiting for the recorder to settle.
Becky LofthouseHi Callie. Yes, all fine. Oliver's just grabbing a coffee, he'll be thirty seconds.- Callie BrennanNo problem. Has it been a busy week? You mentioned a rough patch with a provider last time.
- Becky LofthouseDon't ask. One of our bigger providers had a renewal wobble and I spent Tuesday pulling together who said what and when. Honestly, that's the sort of thing I want to stop doing by hand.
Oliver RushworthSorry, I'm back. Hi. What did I miss?- Callie BrennanJust Becky making my point for me. So, today's plan. First, I'll show you how to save a question and build a simple dashboard, which is what Becky asked for last time. Then we'll look at reading renewals and tickets together per provider. And at the end, Oliver, a quick look at how fresh the data is and how to check it. What I need from your side is a real question you'd want on your Monday view.
- Becky LofthouseEasy. Providers renewing soon, with how much they've used our product and whether they've got open tickets.
- Callie BrennanLovely, that's a good one. Sharing my screen. Let me type it into chat, as you'd say it. Providers renewing in the next quarter, with usage over the last four weeks and any open tickets. Right, there's the table.
- Becky LofthouseThat's basically my Monday, in one go. Can I keep it?
- Callie BrennanYes. See the save icon just above the table? Click it and give it a name. Something plain, so a colleague would know what it is. Then it lives in your saved list and you can reopen it any time and it refreshes with the latest data.
- Becky LofthouseDone. I've called it Monday renewals. Original, I know.
- Oliver RushworthDescriptive. That's what you want.
- Callie BrennanAgreed. Now the dashboards builder, which comes with Growth. It takes saved questions and lays them out as tiles. I'll make a small one. Drag in your Monday renewals, add a second tile for tickets by category, and a third for usage trend. Have a go on your own screen and I'll watch.
- Becky LofthouseOkay. Dragging. Why has it put two on top of each other?
- Callie BrennanGrab the corner and resize. Yes, that's it. It's a bit fiddly the first time.
- Becky LofthouseRight. I've got a dashboard with three tiles. It looks quite smart actually.
- Callie BrennanIt does. You can share it with the rest of the team from the top right, once more of them have been invited. Oliver, is that on your list?
- Oliver RushworthIt is. I've asked my manager and we'll add a few more people from customer success next. I just need to confirm who, because some of them are on leave.
- Callie BrennanNo rush. There's plenty of room, you're licensed for forty. Okay, next I want to show you how to read a ticket pattern. Open the provider page for the one that had the wobble, Becky.
- Becky LofthouseHere. Oh, it's shown me the email thread next to the renewal date. That would have saved me the whole of Tuesday.
- Callie BrennanThat's what it's for. And notice there are no open tickets for them at all, which can mean a happy provider or a quiet one. The usage tile helps you tell which. So you read tickets against usage, never one alone.
- Becky LofthouseHm, that's a good point. Their usage has gone flat, actually. Maybe that's the real story.
- Callie BrennanCould well be. I wouldn't say for sure from one chart, but it's worth a conversation with them.
- Oliver RushworthCan I ask about freshness? When I looked this morning one source seemed to say it had refreshed yesterday, not today.
- Callie BrennanGood question, and good that you looked. Go to the connectors page. Each source shows its last successful load. The nightly refresh should be complete by 07:00 on business days. If you see yesterday's timestamp after that, tell us and we'll look. Which source was it?
- Oliver RushworthThe usage one. Oh. It's showing today now. Maybe I looked too early.
- Callie BrennanProbably. It's the weekly export we spoke about before, so it can lag behind the others. Did you get that changed on your side?
- Oliver RushworthPartly. I've asked for it to be daily. It's with the product team.
- Callie BrennanBrilliant. Once that lands, tell me before it changes if you can, so I can check the mapping before we switch the new feed on. I won't start on anything without it in writing, but a quick email is plenty.
- Becky LofthouseOkay. I think I've got enough to be getting on with. Can you send the notes?
- Callie BrennanYes, I'll send a note today covering saved questions, the dashboard steps and the freshness check. After that you two should be able to run most of this alone, and if anything's unclear, just email me.
- Oliver RushworthGreat, thanks Callie. Really helpful.
- Becky LofthouseYes, thanks. Speak soon.
- Callie BrennanThanks both. Bye for now.
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