Hepscott Recruitment / BG-Demo – Training
Callcompleted
Hepscott Recruitment · 16 Oct 2023 09:15
Training call on pages, chat and search using Hepscott's own data. The team liked the new consultant page and the permissions answer. Stale status fields, duplicates and a shared inbox folder remain to fix.
What was said
What this says
As at Fri 9 Oct 2026Training call on pages, chat and search using Hepscott's own data. The team liked the new consultant page and the permissions answer. Stale status fields, duplicates and a shared inbox folder remain to fix.
What happened: Callie Brennan walked Nichola Hogg and Chantelle Errington through search, chat and pages on live data. They built a new consultant onboarding page, and answers were faithful but exposed stale records.
Customer view: Nichola said it was the first thing in ages that had made the desk's life easier. Chantelle said new starters could use the page instead of asking her.
Commercial: Callie showed that B-Viz follows existing CRM permissions, which Nichola said their MD will want to hear. The evidence does not show any renewal, price or tier discussion.
Watch: One consultant was put off after an email question on a shared inbox returned nothing. Callie will check whether that folder is in connector scope.
Themes
As at Fri 9 Oct 2026Theme
Training and permissions
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- Callie Brennan checks whether the shared inbox folder is in connector scope and reports back.
- Nichola Hogg and Chantelle Errington tidy the status list and duplicates before the next refresh.
- Callie Brennan sends the order form summary that afternoon.
Risks
As at Fri 9 Oct 2026- A consultant was put off by a failed email question, which may reduce desk adoption.
- Stale active statuses and duplicate placements still make some answers look wrong.
Opportunities
As at Fri 9 Oct 2026- The new consultant onboarding page could spread use to new starters and further pages.
- The permissions answer gives Nichola Hogg something to take to the MD.
Transcript
Callie BrennanMorning, both. Right, we've got eighty minutes booked, so let's use them well. The plan is to walk through pages, chat and search, then do the live questions off your own data.
Nichola HoggSounds good. Chantelle's got her list ready, so she'll probably ask the hard ones.
Chantelle ErringtonOnly if they're hard. Can we start with the placements though? That's the bit I need to see working.- Callie BrennanGood place to start. Open the search, and type in a candidate name, the one you're most sure about.
- Chantelle ErringtonOkay, I've got one. It's come back with the placement and the client, and the start date looks right.
- Callie BrennanGreat. That's search doing its job. Now the chat, ask it the same thing in plain English, so you can see how it reads the question.
- Chantelle ErringtonWhich placements started this month for the finance clients?
- Callie BrennanThat's a good test, because it depends on the ownership and status fields. Read the answer and tell me if anything looks off.
- Nichola HoggIt's given us two, and one of them is a client that went quiet ages ago. That's the status thing again, isn't it?
- Callie BrennanYes, that record still says active, so the answer is faithful to the data. We fix it at source, and the next refresh will update the answer. That's the point of the list we made.
- Chantelle ErringtonRight. I've corrected two of those this morning, so they might be fine tomorrow.
- Callie BrennanThey will be. Now pages. A page is a saved view, a bit like a briefing sheet. Do you have anything you'd want to keep in one place?
- Nichola HoggA checklist for new consultants, honestly. We keep sending them the same three emails.
- Callie BrennanPerfect. Let's build one now. Give it a title, and then we'll pull in the questions people ask most.
- Nichola HoggNew consultant onboarding. Right, now what?
- Callie BrennanAdd the questions the desk keeps asking, and the page answers them as a set. It's fresh each morning, so it stays current without anyone editing it.
- Chantelle ErringtonThat's quite nice, actually. I can see new starters using this instead of asking me.
- Callie BrennanThat's the outcome we're after. Now, a question about the mailboxes. Has anyone on the desk tried asking about a client email?
- Nichola HoggOne of the consultants tried it last week and it said it couldn't find anything, which put her off.
- Chantelle ErringtonShe'd asked about an email sent to a shared inbox, and I don't think the connector had picked up that folder.
- Callie BrennanThat's worth checking. The mailbox connector only sees the folders you've agreed in writing, so if it's not in scope, it won't show. I'll look at it after this call and come back to you.
- Nichola HoggOkay, that makes sense. I'd rather know than guess.
- Callie BrennanExactly. Let's do another question, a harder one. Ask it about candidates who've been placed twice with the same client.
- Chantelle ErringtonThat's going to be a bit of a mess, I'd guess. Some of them are duplicates.
- Callie BrennanGood, so it's honest about it. Read the answer and see if it flags the duplicates or just lists them.
- Chantelle ErringtonIt's listed them, and it says it can't tell whether they're the same person. Fair enough, we'd need to clean those up in the CRM.
- Callie BrennanRight, and that's the kind of thing a CRM clean-up would fix, so I'd suggest one pass before the next refresh. It won't change how B-Viz works, it'll just make the answers cleaner.
- Nichola HoggWe can do that. I'll put it to the desk, they'll moan but they'll do it.
- Callie BrennanNow, I want to talk about who sees what. Nichola asked this at kickoff, and I said I'd show you on this call.
- Chantelle ErringtonYes, our MD will ask. Go on.
- Callie BrennanWatch. Ask it for a client record from a consultant who doesn't work on that account. Chantelle, you're the admin for the desk, so you'll see it, but a normal user won't.
- Chantelle ErringtonOkay, I'll try. It's giving me the record, I'm the admin so that's right.
- Callie BrennanGood. Now I'll switch to a standard user account and ask the same question. Read what it says.
- Chantelle ErringtonIt says it can't find that client. So it's the same permissions as the CRM.
- Callie BrennanThat's the point. B-Viz doesn't open anything up, it respects what people can already see. That should reassure your MD.
- Nichola HoggYes, that's exactly what he'll want to hear. Right, can we go back to the refresh? I want to know what happens at the weekend.
- Callie BrennanThe refresh runs on business days, and the data is up to date by 07:00 each business morning. Over the weekend the records stay as they were on Friday, so anything changed on a Saturday shows up on Monday.
- Nichola HoggFine. The desk doesn't work at weekends anyway, so that's no problem.
- Callie BrennanGood. Chantelle, you've been quiet for a bit, anything you'd like to see before we move on?
- Chantelle ErringtonJust how to fix a field if the answer looks wrong. I don't want to ring you every time.
- Callie BrennanRight. Check the source record first, because that's where the fix goes. If the record's right and the answer's wrong, tell me the question and the time, and I'll look at the mapping.
- Chantelle ErringtonThat's clear. I'll write that down for the desk.
- Callie BrennanLet's do one more page. Pull in the new starter checklist and add the three emails you keep sending, and we'll see the page answer them.
- Nichola HoggOkay. This is quite fun, actually. It's the first thing in ages that's made the desk's life easier.
- Callie BrennanThat's the goal. Now, the search box is quick, but people sometimes search for a surname only. Try it with a surname and see what comes back.
- Chantelle ErringtonIt's given me four people with that surname, which is annoying but correct.
- Callie BrennanThat's right, so the tip is to add a client or a role to the search. It narrows it down straight away.
- Nichola HoggGood tip. I'll pass that on to the consultants, they never add anything.
- Callie BrennanRight, I think we've covered the main things. Let's finish with next steps, then I'll let you go.
- Nichola HoggGo on.
- Callie BrennanYou tidy the status list and the duplicates, Chantelle checks the placements after tomorrow's refresh, and I look at the shared inbox folder and send you what I find. I'll also send the order form summary this afternoon, as we agreed.
- Nichola HoggYes, that's all clear. Thanks for being so patient with the desk.
- Callie BrennanHonestly, you've made it easy. The questions you asked today are the right ones, and the answers will get better each refresh.
- Chantelle ErringtonThanks Callie, that was really helpful. I'll let you know how the new starter page goes.
- Callie BrennanPlease do. Thanks both, speak soon.
- Nichola HoggCheers, bye.
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