Commondale Care / BG-Demo – Training
Callcompleted
Commondale Care · 7 May 2024 16:15
Callie Brennan trained Commondale Care on search, saved pages and the per-home view. Lynne Featherstone liked the results and wants the same view for every manager. Fee invoices stay hidden from viewer roles by design.
What was said
What this says
As at Fri 9 Oct 2026Callie Brennan trained Commondale Care on search, saved pages and the per-home view. Lynne Featherstone liked the results and wants the same view for every manager. Fee invoices stay hidden from viewer roles by design.
What happened: Callie walked Lynne Featherstone and Kayleigh Pounder through plain-English search with cited sources, saved pages and per-home pages. Lynne tried a family contact lookup herself and it returned what she wanted.
Customer view: Lynne called the per-home view exactly what the operations team has been asking for. Kayleigh confirmed the fee history matched her monthly report.
Commercial: Callie noted that Growth includes the dashboards builder, so a page comparing homes could follow after the first month. The customer needs to keep CRM contact names current.
Watch: The evidence does not show whether a comparison dashboard was agreed.
Themes
As at Fri 9 Oct 2026Theme
Product training and rollout
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to send the training notes and the on-site dates this week.
- Kayleigh Pounder to rename the saved pages and update stale contact names.
Risks
As at Fri 9 Oct 2026- Outdated contact names in the CRM could make search return the wrong person.
Opportunities
As at Fri 9 Oct 2026- The Growth dashboards builder could support a page comparing homes after the first month.
Transcript
Callie BrennanAfternoon, can everyone hear me? I'm sharing my screen now, so if the menu looks odd that's just the training build.
Lynne FeatherstoneYes, it's clear. Sorry, we're in the boardroom, so the door keeps swinging. Is Kayleigh with us?
Kayleigh PounderI'm here. I've got the managers' list open, so I can answer questions as we go.- Callie BrennanBrilliant. Plan for the next hour and a bit: I'll walk through search, then saved pages, then the per-home view. Stop me any time, and we'll finish with questions from the managers.
- Lynne FeatherstoneThat sounds good. The managers have been asking about search, so start there.
- Callie BrennanSearch first, then. You can type a question in plain English, or search by home, by family name or by incident type. Let me show you a plain question: which homes had incidents last week?
- Kayleigh PounderOh, that's quick. Does it show the source as well?
- Callie BrennanYes, it cites the care home system, and if you click through it takes you to the record. That matters for audits, so I'd always show the source to the managers.
- Lynne FeatherstoneGood, because they'll ask. Can I try one? Family contact for one of the homes near Middlesbrough.
- Callie BrennanGo on, type it in.
- Lynne FeatherstoneHang on, it's typing. Okay, it's come back with the contact and the last call. That's exactly what I wanted.
- Callie BrennanThat's the lookup working. What I need from your side is for the managers to keep names current in the CRM, so the search finds the right person.
- Kayleigh PounderI'll put that in the note. Some of them still have the old contacts from before the move.
- Callie BrennanGood. Next, saved pages. Once you've got a question you ask often, you can save it as a page, and it refreshes overnight.
- Lynne FeatherstoneSo the managers wouldn't have to ask it every morning?
- Callie BrennanExactly. Let me save one for you. I'll call it weekly incidents, and then it'll be on the front page tomorrow.
- Kayleigh PounderCan we share a saved page with a home manager without giving them admin?
- Callie BrennanYes, that's a viewer role. Admins can build pages, everyone else can use them. I'll show you that after the per-home bit.
- Lynne FeatherstoneSorry, I've just had a message from one of the homes. They can't see the fee invoices. Is that a login thing?
- Callie BrennanProbably. Fee invoices are for the finance login, not the home managers, so that's expected. Let me check the role on that account and I'll tell you in a moment.
- Kayleigh PounderIt's the new manager, isn't it? They were set up on Monday.
- Callie BrennanIt is. They're viewer, so the invoices are hidden by design. If they need to see them, we'd change the role, but that's your call on the admin side.
- Lynne FeatherstoneNo, that's right. They don't need the invoices. I'll tell them.
- Callie BrennanOkay, back on track. The per-home view. This is the one I think you'll like best, because each home gets its own page with incidents, contacts and fees together.
- Lynne FeatherstoneOh, that's exactly what the operations team has been asking for. Can you go to the Teesside homes?
- Callie BrennanSure, pick one. Here, it's loading. You can see the incidents by month on the left, the contacts on the right, and the fee history at the bottom.
- Kayleigh PounderThe fee history looks right. That matches the monthly report I sent you.
- Lynne FeatherstoneIt does. Right, I'm happy with that. The managers will want the same view for their own homes.
- Callie BrennanThey'll get it. Growth includes the dashboards builder, so later on you could build a page that compares homes. That's for after the first month, though.
- Kayleigh PounderSorry, I've got the rota open in another window and it's distracting me. Can we go back to the saved pages? I want to check the names.
- Callie BrennanSure. Weekly incidents is on the front page, and you can rename it from the menu. It's under the three dots.
- Kayleigh PounderFound it. Okay, I'll rename them all tonight. Thanks.
- Lynne FeatherstoneRight, I think we've covered most of it. Shall we finish with questions from the managers?
- Callie BrennanYes, let's do that. I'll leave the session open, so ask anything, even the silly ones.
- Lynne FeatherstoneOkay, I think that's everything. Thanks Callie, that was really clear.
- Callie BrennanThanks both. I'll send the training notes and the on-site dates this week. Thanks, Callie.
- Kayleigh PounderThanks Callie. Bye.
- Lynne FeatherstoneBye, speak soon.
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