Shilshole Software / BG-Demo – Demo
Callcompleted
Shilshole Software · 18 Sep 2026 16:15
Theo Gallagher demoed B-Viz to Kristen Haugen and Jenna Lindstrom. Concerns were stale sources after a helpdesk move, access to call recordings and admin rights. Kristen will take it to her director.
What was said
What this says
As at Fri 9 Oct 2026Theo Gallagher demoed B-Viz to Kristen Haugen and Jenna Lindstrom. Concerns were stale sources after a helpdesk move, access to call recordings and admin rights. Kristen will take it to her director.
What happened: Theo Gallagher ran a 60 minute demo with Jordan Pike, Kristen Haugen and new attendee Jenna Lindstrom, Support Operations Manager. It answered a berth invoice question from billing, the CRM and ticket history.
Customer view: Jenna worries the old helpdesk history did not come across cleanly after the move last spring. Kristen's biggest concern is who can see call recordings, and her director will ask that first.
Commercial: The by-person usage view showed one team lead asking a big share of questions, a key-person risk Kristen wants to spread. Jordan recommended the first weeks focus on connectors, and Kristen said chat can be switched on later.
Watch: Kristen's admin confirmation and Jenna's connector list are still open. No commercial decision was made.
Themes
As at Fri 9 Oct 2026Theme
Demo, connectors and access
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Theo Gallagher to send the control reference and admin answer by end of day.
- Jenna Lindstrom to send the connector list by Friday.
- Kristen Haugen to confirm admin rights by email and take the demo to her director.
Risks
As at Fri 9 Oct 2026- Old helpdesk history may not have loaded cleanly, which would undermine trust in answers.
- Access to call recordings is the director's first question and must be evidenced.
- Admin rights and the connector owners are still unconfirmed.
Opportunities
As at Fri 9 Oct 2026- The stale source card answers Jenna's concern from last spring.
- The by-person usage view gives Kristen an internal case to take to her director.
Transcript
Theo GallagherCan everyone see my screen? Good. Before we start, three open items from last time so we're aligned. Jenna owns the connector list, I owe the answer on where the data sits, and Kristen is confirming who needs admin rights. Jordan's keeping the commercial notes.
Jenna LindstromMine's mostly done. I've got the systems list, just not all the owners yet.
Kristen HaugenAnd I'll confirm admin rights by email, I promise.
Jordan PikePerfect. We've got an hour, so let's move.- Theo GallagherGreat. I'll use a question you'd really ask. Something like: which customers asked about berth invoices last month, and what did we tell them? Kristen, is that close?
- Kristen HaugenClose. Yes, that's exactly it.
- Theo GallagherHere we go. It's answering from three sources: billing, the CRM and the ticket history. You can see the source behind each line, so nobody has to take it on trust.
- Jenna LindstromCan I check something? Does it show the tickets from before we changed helpdesk?
- Theo GallagherGood question. It should, as long as the old helpdesk export is connected. That's the connector list, which is on my list for you, Jenna.
- Jenna LindstromRight, that's what I've been worrying about. We moved systems last spring and I'm not sure the old history came across cleanly.
- Theo GallagherThat's the most common break I see. A connector that stops loading usually shows as a flat count of records. If the count stops moving, that's a broken source, and we'd catch it.
- Jordan PikeAnd what does a broken source cost you? Sorry, I'm jumping ahead.
- Theo GallagherNo, that's fair, Jordan. It costs trust. People stop asking the tool when they think it's out of date.
- Kristen HaugenWho can see the call recordings in it? That's our biggest concern, honestly.
- Theo GallagherAccess follows the roles you set up in your own environment. I'll send the control reference for that today, and we can evidence it with the access logs, not just describe it.
- Kristen HaugenGood. My director will ask that before anything else.
- Jenna LindstromHow many admins would we need? Realistically.
- Theo GallagherFor a team your size, a couple. Two at most to start. I'll put that in writing.
- Jenna LindstromAnd who does the day-to-day? The connectors, I mean.
- Theo GallagherYou, or a colleague in support operations. Someone checks the connectors each week, and the dashboard tells them which one has stalled.
- Kristen HaugenOkay. Can we see the usage side? Who's asking the questions?
- Theo GallagherYes. Let me pull the view by person, which you asked for earlier. Give me a moment, the demo data is a bit slow today.
- Theo GallagherRight, here. Questions asked, by person and by team. One person asks a big share of the questions, which is worth knowing. If they left, that's a key-person risk.
- Kristen HaugenOh, that's one of my team leads. Yes, that's interesting.
- Jordan PikeThat's the sort of thing that makes the case internally, isn't it? What would you do with it, Kristen?
- Kristen HaugenSpread the knowledge, I suppose. Make sure two people can answer the same question.
- Theo GallagherExactly. That's a conversation for the onboarding plan. Shall we look at the dashboards next?
- Jenna LindstromYes please. Mine are the ones our managers actually look at.
- Theo GallagherHere's a dashboard built from a sample onboarding checklist. Each card links back to the source, so your managers can click through and check it themselves.
- Jenna LindstromCan it show which connector is behind which card? Because when a card looks wrong, that's the first thing we check.
- Theo GallagherIt can. The source name sits under every figure. Let me show you a card with a stale source so you can see how it looks.
- Theo GallagherHere's the stale one. The record count hasn't moved in weeks, and the card says so in plain words. That's the kind of thing we want surfaced before a customer notices.
- Jenna LindstromGood. That's exactly what would have saved us last spring.
- Jordan PikeTo be transparent, Jenna, that's why we'd recommend the first few weeks focus on connectors, not dashboards.
- Jenna LindstromAgreed. I'd rather fix the sources first.
- Kristen HaugenCan we talk about the pages and chat for the team? I'm not sure my team will use chat.
- Theo GallagherMost teams start with search and pages, and chat comes later once people trust the answers. We can switch on what you need and leave the rest.
- Kristen HaugenFine. That's less scary to take to my director.
- Kristen HaugenThis is helpful. I need to take it to my director.
- Jordan PikeLet's do that. I'll send the recap today with the control reference, the admin answer and the connector list.
- Jenna LindstromAnd I'll send the connector list by Friday.
- Theo GallagherThanks, both. I'll have the control reference to you by end of day, and the admin answer in writing.
- Kristen HaugenPerfect. Thanks, everyone.
- Jordan PikeThanks, Theo. Talk soon, Kristen. Bye, Jenna.
- Theo GallagherThanks all. Bye.
- Jenna LindstromBye.
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