Menlo Quay Medical / BG-Demo – Training
Callcompleted
Menlo Quay Medical · 9 Mar 2026 08:45
Training on 9 Mar 2026 for the admin and a distributor manager. Both used search, chat and the dashboards builder. The customer said usage had already risen a lot, and the admin plans a complaint dashboard.
What was said
What this says
As at Fri 9 Oct 2026Training on 9 Mar 2026 for the admin and a distributor manager. Both used search, chat and the dashboards builder. The customer said usage had already risen a lot, and the admin plans a complaint dashboard.
What happened: Laura Penhaligon ran an 83 minute hands-on session on search, chat, the dashboards builder and the connector page. Niamh Fahy and Sinéad Kilkelly both tried live questions.
Customer view: Sinéad found a vague question gave a bland answer but a specific one was far more useful, and it surfaced a delayed shipment she did not know about. Niamh needs answers she can trace and asked whether stale sources are flagged.
Commercial: Niamh said quality and the key accounts team are already asking for access, and that usage has gone up a lot. The Growth plan has forty licensed users, so seat headroom is a point to watch.
Watch: Niamh is the admin who will monitor connectors. The evidence does not show a second admin at this point.
Themes
As at Fri 9 Oct 2026Theme
Hands-on product training
Importance
upsell
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 sends written notes and a short guide on writing good questions on the day of the call.
- Niamh builds the complaint dashboard that week and shows Orla.
Risks
As at Fri 9 Oct 2026- Niamh is the admin who watches connector health, so a flat record count could go unnoticed if she is away.
- Vague questions return bland answers, which could weaken early confidence in chat.
Opportunities
As at Fri 9 Oct 2026- Quality and key accounts colleagues are asking for access, which may push past the forty licensed users on Growth.
- A distributor view in the dashboards builder could deepen use on the Middle East side.
Transcript
Laura PenhaligonMorning, Niamh. Morning, Sinéad. Can you both hear me all right?
Niamh FahyMorning, Laura. Yes, loud and clear.
Sinéad KilkellyMorning. Sorry, give me a second, my camera's being temperamental. There. Is that better?- Laura PenhaligonPerfect. It's a bit early for a Monday, so thank you for making the time. How was the weekend? Did the rain ever stop in Galway?
- Niamh FahyBriefly. Long enough to get the dog out, anyway.
- Sinéad KilkellyI was travelling most of Sunday, so I'm running on tea. Let's get going.
- Laura PenhaligonLovely. So today is a hands-on session. I'll show you the main parts of B-Viz, and then you'll drive. We've got a good chunk of time, so stop me whenever something doesn't make sense. Niamh, you're the admin, so I'll show you a few admin bits at the end. Sinéad, you're coming at this from the distributor side, is that right?
- Sinéad KilkellyThat's right. I look after the Middle East distributors. Orders, forecasts, who's sold what, who's complained. Right now that's four or five different places and a lot of me copying things into a spreadsheet.
- Laura PenhaligonRight, that's exactly what the account pages are for. Let me share my screen. Can you see the search bar at the top?
- Niamh FahyYes. And the chat panel on the right.
- Laura PenhaligonGood. Start with search. Type the name of one of your distributors, any one you know well.
- Sinéad KilkellyOkay. I'll try one of the Gulf ones. Mm, it's brought up a page. Oh, that's quite a lot on one screen.
- Laura PenhaligonThat's the point. Contacts, recent emails, open tickets, the orders from the CRM, all together. Scroll down a little. Anything that surprises you?
- Sinéad KilkellyThe complaint history. I didn't realise it would sit right underneath the order history. So I can see they raised something and what they ordered afterwards.
- Niamh FahyWhich is what Orla wanted from the start. One record per account, not one per system.
- Laura PenhaligonExactly. Now try the chat. Ask it something in plain English, the way you'd ask a colleague. Something like, which distributors in the Middle East have an open complaint?
- Sinéad KilkellyTyping. Right, it's thinking. Oh. It's given me a list, and it's showing where each answer came from. Is that the source link under each line?
- Laura PenhaligonYes, always click those if the answer matters. It tells you which record it used, so you can check it the way you'd check anything. Niamh, you'll care about that one.
- Niamh FahyI do. For quality we can't act on an answer we can't trace. Can I ask, if the source is stale, will it say so?
- Laura PenhaligonGood question. The nightly refresh should be finished by seven in the morning on business days, and each source shows when it last loaded. So you can see it on the connector page. I'll show you that in the admin part.
- Niamh FahyGrand.
- Laura PenhaligonOkay, you've both had a few minutes on your own. How did it go? Sinéad, did you find what you were looking for?
- Sinéad KilkellyMostly. I asked about one distributor's last three orders and it was right. Then I asked something vague, how are the distributors doing, and it gave me a very bland answer.
- Laura PenhaligonYeah, that's normal. The more specific the question, the better the answer. Name the account, name the period, say what you want to see. Try, which distributors ordered less this quarter than last, and why might that be?
- Sinéad KilkellyRight, I see. Give me a moment.
- Sinéad KilkellyThat's much more useful. It's pointing at a couple of delayed shipments mentioned in emails. I knew about one, not the other.
- Laura PenhaligonThat's the sort of thing we hear a lot. Now the dashboards builder, which comes with your Growth plan. Niamh, I think this is the one you'll use most.
- Niamh FahyYes, I've a few complaint trend views in mind. By product family and by region, mostly.
- Laura PenhaligonOkay. Click new dashboard, and pick a name. Then add a tile. You can build it from a question, so use the same sort of question you'd put in chat, and save the answer as a tile.
- Niamh FahyRight. Complaints by region, last two quarters. Oh, it's made a bar chart. Can I change it to a line?
- Laura PenhaligonTop right of the tile, there's a chart type menu. Yes, that one.
- Niamh FahyThat works. I've three tiles now. Can I share this with Sinéad?
- Laura PenhaligonYou can. Use the share button and choose people or a team. Everyone on the plan can view, and you decide who can edit.
- Sinéad KilkellyGot it. It's in my list now. Oh, that's handy, I can see the Middle East only if I filter.
- Laura PenhaligonGood. Now the admin side. Niamh, open settings and then connectors.
- Niamh FahyOkay. I see the list. Each has a last loaded time and a record count.
- Laura PenhaligonThat's the health check. If a record count stays flat for a few weeks, it usually means the source changed on your side, a field renamed or a login expired. Tell us early and we'll fix it. You've got forty licensed users, so you can add colleagues under users whenever you like.
- Niamh FahyGood to know. Quality and the key accounts team are asking already. Usage has gone up a lot since the first sessions.
- Laura PenhaligonI can see that, and it's lovely. Right, last bit. Let me recap, and then I'll send notes.
- Laura PenhaligonSo to finish: search for the account page, chat with specific questions and check the sources, dashboards for the trends, and Niamh keeps an eye on the connector page. I'll send written notes this morning, plus a short guide on writing good questions.
- Sinéad KilkellyThat would be brilliant. I'll try it on my next distributor review.
- Niamh FahyAnd I'll build the complaint dashboard properly this week and show Orla. Thanks, Laura.
- Laura PenhaligonLovely. Any other questions? No? Then enjoy the rest of your Monday. Speak soon.
- Sinéad KilkellyThanks, bye.
- Niamh FahyBye now.
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