Rufforth Bakeries / BG-Demo – Training
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Rufforth Bakeries · 13 Apr 2026 14:00
Training with Melanie Scaife and Liam Sedgwick. Both reacted well to search, pages and source links. Trust, saved question sprawl and incomplete credit note data were the concerns. Team leads are due to join later.
What was said
What this says
As at Fri 9 Oct 2026Training with Melanie Scaife and Liam Sedgwick. Both reacted well to search, pages and source links. Trust, saved question sprawl and incomplete credit note data were the concerns. Team leads are due to join later.
What happened: Hamza Akhtar ran search, saved questions, pages, chat and the usage view. The first question was which retailers have open complaints and credit on hold, which used to take three spreadsheets.
Customer view: Melanie, Head of Customer Service, wants the team to trust the answers. She said "Please, I'd rather it says it doesn't know than guess."
Commercial: The usage view is part of the Growth tier, so adoption can be tracked. Melanie wants to see whether people are logging on, and directors want a one page summary.
Watch: Credit notes have not fully loaded, so credit and invoice matching cannot be confirmed yet. Team leads have not yet been trained.
Themes
As at Fri 9 Oct 2026Theme
Training and adoption
Importance
praise
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to send the recap and a team guide with a naming convention for saved questions.
- Liam Sedgwick to set the logo in the admin section and share the page read only with the whole team.
- Melanie Scaife to bring the team leads to a later session once the basics are done.
Risks
As at Fri 9 Oct 2026- Credit notes have not fully loaded, so the credit and invoice match cannot be confirmed yet.
- Melanie is unsure the team will trust chat at first.
- Uncontrolled saved questions could make the sidebar messy.
Opportunities
As at Fri 9 Oct 2026- Pages answer the directors' request for a one page summary and give B-Viz senior visibility.
- The usage view lets Melanie track adoption across her team and supports a later value case.
Transcript
Hamza AkhtarAfternoon all, can everyone see the screen? Melanie, Liam, say if the text is too small.
Melanie ScaifeLooks fine from here. Sorry we're a few minutes late, we had a delivery issue at the York site.- Hamza AkhtarNo problem at all, we've got plenty of time. Is it just the two of you today, or is anyone else joining?
- Melanie ScaifeJust us for now. I said I'd bring a couple of the team leads later, once we've done the basics.
Liam SedgwickYeah, it's better if we get it right ourselves first, otherwise they'll just ask me the same questions all afternoon.- Hamza AkhtarFair. Let's start with search, since that's where most people begin. Melanie, what's the first thing your team actually asks?
- Melanie ScaifeHonestly? Which retailers have open complaints this week, and then whether they've also got credit on hold. We used to do that across three spreadsheets.
- Hamza AkhtarRight, so let's type exactly that. Watch how it pulls the complaints and the credit status together in one answer.
- Liam SedgwickOh, that's quicker than I thought. Hang on, it's listed the retailers by name too, not just the codes.
- Hamza AkhtarIt uses the account names from your order system. Those codes we mapped last time are doing that work in the background.
- Melanie ScaifeThat's great, because the team kept asking why the codes looked wrong. Could you show them how to save the question?
- Hamza AkhtarYes, there's a save button under the answer. Saved questions show up in the sidebar, so anyone with access can rerun them. Liam, do you want to try it?
- Liam SedgwickLet me see. Save, name it, done. Right, that's in my list now. Mm, that's simple.
- Melanie ScaifeMy only worry is people saving the same question twenty times with small changes. It gets messy quickly.
- Hamza AkhtarThat's a real risk. The short answer is we can set a naming convention. The longer answer is that the team leads should agree the names together, so I'll put a short guide in writing.
- Melanie ScaifeYes please. That would help a lot. Also, can we look at pages next? The directors keep asking for a one page summary.
- Hamza AkhtarPages are exactly for that. Let's build a quick one now, using the complaints and credit questions we just ran.
- Liam SedgwickWhile you're doing that, do the pages update every night, or do I have to refresh them by hand?
- Hamza AkhtarThey update with the nightly refresh, so they'll be current by seven on business days. You don't need to touch anything.
- Liam SedgwickGood. Because I'd forget, to be honest.
- Melanie ScaifeLook at that, it's already laid out nicely. Could we put our logo on it?
- Hamza AkhtarBranding is an admin setting. Liam, you'll have access to that, so we'll go through it in the admin section later today.
- Liam SedgwickYep, I'll do that. Melanie, do you want the page shared with the whole customer service team, or just the leads?
- Melanie ScaifeWhole team, but read only. Nobody should be editing the summary except me and you.
- Hamza AkhtarUnderstood. We can set that up now. Right, let's move on to chat, because I think that's where the team will spend most of their time.
- Melanie ScaifeGo on, though I'll be honest, I'm not sure they'll trust it straight away.
- Hamza AkhtarThat's fair. The answer always shows where it came from, so they can click through to the source record. That's usually what builds trust.
- Liam SedgwickOh, I didn't know that. Yeah, I can see the source link now. Click, and it takes me straight to the complaint.
- Melanie ScaifeRight, that's reassuring. I'll show them that first.
- Hamza AkhtarGood plan. Shall we try a question that's a bit tricky? Something about a credit that doesn't match the invoice.
- Liam SedgwickAh, yes, that's the one that's been causing trouble with finance. Go on, type it in.
- Hamza AkhtarThe answer will say it can't confirm the match yet, because the credit notes haven't fully loaded. That's the honest answer, and it's the behaviour you want.
- Liam SedgwickRight, so it's telling me the data isn't complete. That's better than a wrong number.
- Melanie ScaifeExactly what I'd want. Please, I'd rather it says it doesn't know than guess.
- Hamza AkhtarAgreed. I'll note that for the team guide too. Melanie, anything else you want covered before the team leads join?
- Melanie ScaifeCan you show them how to find out who's been using it? I want to see if people are actually logging on.
- Hamza AkhtarThat's in the usage view, which is part of the Growth tier, so you have it. I'll walk through it now and then we can all look at it together.
- Liam SedgwickOoh, that's useful. So I can see who's asking the questions as well as how many. That's going to annoy some of the team.
- Hamza AkhtarIt's a fair question for the business to ask. Let's keep going. We'll finish with a quick recap and the guide I promised.
- Melanie ScaifeThanks Hamza, this has been really helpful. Speak soon.
- Hamza AkhtarMy pleasure. I'll send the recap and the guide this afternoon. Bye both.
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