Hollins Tarrant / BB-Demo – Onboarding
Callcompleted
Hollins Tarrant: documents · 2024-01-26 15:15
Onboarding call with the managing director and operations manager. Both connectors are live but not yet trusted. Rob Ellery does not use the brain and few others do. Jenna Price likes it and found duplicate client records.
What was said
What this says
Current to 10 Oct 26Onboarding call with the managing director and operations manager. Both connectors are live but not yet trusted. Rob Ellery does not use the brain and few others do. Jenna Price likes it and found duplicate client records.
What happened: Callie Brennan reported the CRM and helpdesk connectors connected, with the first refresh landed. She called it live but not yet trusted until Jenna Price confirms the field mapping.
Customer view: Rob Ellery said he does not use it day to day and asked if anybody is. Jenna had looked herself and found client accounts with two records.
Commercial: Adoption is thin at this stage and Rob's attention is low. Jenna is the working champion, but she is stretched and slow to reply.
Watch: The legacy status field is left unmapped as an open item. Untagged tickets will be matched by email domain, with results shown before it goes live.
Themes
Current to 9 Oct 26Theme
Onboarding mapping and adoption
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to finish the mapping and send the ticket matching results by the end of next week.
- Jenna Price to say which unmapped fields matter.
- BB-Demo to book consultant training, with Marcus following up on a first check-in.
Risks
Current to 9 Oct 26- The managing director does not use the brain and few consultants have logged in, so value is not yet visible.
- Jenna Price is stretched and slow to reply, which may delay mapping decisions.
- Untagged tickets will not link to clients unless the email domain matching is switched on.
Opportunities
Current to 9 Oct 26- Jenna Price already sees value in duplicate client records found by the brain.
- Consultant training could lift usage across the team.
Transcript
Callie Brennan NoneAfternoon, Rob, afternoon, Jenna. Right, plan for the next fifty minutes. A status on the connectors, then the field mapping questions I've got for Jenna, then what happens next. Rob, I'll try to get your part done first.
Rob Ellery NoneAfternoon. Thanks. Go on, what's my part?- Callie Brennan NoneReally just a status, so you can see where we are. On the first one, the CRM, the access came through and it's connected. Records are loading. On the second, the helpdesk, Jenna sent the login and that's connected too.
- Rob Ellery NoneSo it's working?
- Callie Brennan NoneThe first refresh has landed, yes. What's left is checking the data is mapped properly, which is where Jenna comes in. So until that's done I'd call it live but not yet trusted.
- Rob Ellery NoneRight. To be straight with you, I don't use it day to day. Is anybody using it?
- Callie Brennan NoneVery few, so far, and that's as expected at this stage. The point of this phase is Jenna getting the picture right so the consultants have something worth opening. I'd expect that to change once we've done the training with them.
Jenna Price NoneSorry, I should have said, I've had a quick look myself. It's quite good, actually. It found a few client accounts that I didn't realise had two records.- Callie Brennan NoneThat's the sort of thing it's meant to turn up, and I'd like to go through those with you today. Can I share my screen?
- Jenna Price NoneYes, please.
- Callie Brennan NoneOkay. This is the account view. On the left the CRM fields, in the middle what the brain calls them, on the right a sample row. Most of these map cleanly. Stage, owner, client name, placement date. Those I'm happy with.
- Jenna Price NoneYes, that all looks right.
- Callie Brennan NoneThe ones I want to ask about are these three. There's a field called source type, another called legacy status and one that just says flag. I can't tell what they mean from the data.
- Jenna Price NoneOh, flag. Yes. That was something somebody set up years ago for clients who've asked not to be contacted. We still use it, I think.
- Callie Brennan NoneThat's important, so I'll map that and label it clearly. Do not contact, correct? Legacy status?
- Jenna Price NoneLegacy status I think nobody touches. Can we leave that out? Sorry, can we park that for now? I'd have to ask one of the consultants and the team's stretched.
- Callie Brennan NoneThat's fine, I'll leave it unmapped and put it in the setup note as an open item, so nobody forgets. Nothing breaks without it.
- Rob Ellery NoneJenna, is that going to mean more work for you? I don't want this to turn into another project.
- Jenna Price NoneNo, it's fine. It's a few questions, that's all.
- Callie Brennan NoneAnd I'll keep it that way, Rob. The aim is that after this phase Jenna can run it on her own. That's why I write a setup note. Anything I did, she can see and undo.
- Rob Ellery NoneGood. That's what I wanted to hear. I'll leave you to it, I've got a call. Jenna, shout if you need me for anything.
- Jenna Price NoneWill do, thanks Rob.
- Callie Brennan NoneThanks, Rob. Right, Jenna, the tickets. I've got a question on those as well. Do your people tag tickets by client in the helpdesk?
- Jenna Price NoneSome do. Not all. It depends who raised it, honestly. I try, but the consultants don't always.
- Callie Brennan NoneThen some tickets won't link to a client automatically, and I'd rather tell you that now than have somebody think the brain's missing things. What I can do is match by email domain for the untagged ones. I'll show you the results before I switch it on.
- Jenna Price NoneThat would be brilliant. Thank you.
- Callie Brennan NoneSo next steps. I'll finish the mapping and send you the matching results, by the end of next week. You tell me which of the unmapped ones matter, whenever you can. Then we book training for the consultants. Marcus will be in touch about the first check-in after that.
- Jenna Price NonePerfect. Sorry again for the slow replies, I promise I'll look at it.
- Callie Brennan NoneYou've been fine, Jenna. Thanks both. Speak soon.
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