Tidecombe Housing / BB-Demo – Kickoff
Callcompleted
Tidecombe Housing: documents · 2024-03-05 14:00
Callie Brennan and Daniel Okafor walked Natasha Pryor through the four-week plan on 5 Mar 2024. Natasha was confident and positive. The implementation invoice is not yet processed, and Ravi is set to be sole admin.
What was said
What this says
Current to 11 Oct 26Callie Brennan and Daniel Okafor walked Natasha Pryor through the four-week plan on 5 Mar 2024. Natasha was confident and positive. The implementation invoice is not yet processed, and Ravi is set to be sole admin.
What happened: Callie set out four weeks covering credentials, connectors, field mapping and a test refresh, then training at the end of March. Natasha was the only customer attendee and agreed to return credentials by Friday.
Customer view: Natasha said the plan was clear and she knew what she needed to do. She noted she is the gatekeeper for access.
Commercial: Daniel asked about the implementation invoice, which Natasha had not yet processed and would check with finance. Support was stated as four business hours.
Watch: Ravi becomes the admin and will own the brain day to day. That makes him a key-person dependency.
Themes
Current to 9 Oct 26Theme
Implementation kickoff and handover
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to send the credentials checklist within the hour, with Natasha returning credentials by Friday.
- Daniel Okafor to follow up with Natasha on the implementation invoice.
Risks
Current to 9 Oct 26- The implementation invoice was not yet processed, and Natasha Pryor had to check with finance.
- Ravi is planned as the single admin, so his absence would leave the brain without an owner.
- Credentials for repairs and accounting depend on other teams sending them in time.
Opportunities
Current to 9 Oct 26- Training for three or four people ahead of all fifteen users is a chance to build early adoption.
Transcript
Callie Brennan NoneHi Natasha, thanks for joining. This is going to be our kickoff, I'm going to walk you through the plan for the next four weeks, and we'll make sure you've got everything you need from your side.
Natasha Pryor NoneGreat. I've cleared the calendar for this. What do you need from me?- Callie Brennan NonePerfect. So before we switch on the refresh, I need written access to the four systems we're connecting: the CRM, the repairs system, the rent accounting system, and the helpdesk. Do you have those credentials?
- Natasha Pryor NoneI've got the CRM and helpdesk. For repairs and accounting, I'll need to get someone from those teams to send them over.
Daniel Okafor NoneThat's fine. Callie will send you a checklist today, you can share that with whoever needs to send the access.- Callie Brennan NoneYeah, I'll email that now, actually. The key thing is: before we set any connector live, I need the credentials in writing and confirmed with you.
- Natasha Pryor NoneUnderstood. So I'm the gatekeeper.
- Callie Brennan NoneExactly. Now, the other thing we need is a person from your side, ideally Ravi, who knows the data well. We'll map the fields so the brain knows that 'Tenant ID' in Salesforce is the same as 'Account Number' in repairs, that kind of thing.
- Natasha Pryor NoneRavi can do that. He knows all our fields.
- Callie Brennan NoneBrilliant. So the timeline: we'll get the credentials this week, I'll set up the connectors next week, Ravi and I will do the mapping week three, and week four we'll run a test refresh and make sure the data looks right.
- Natasha Pryor NoneAnd then it's live?
- Callie Brennan NoneAlmost. Once the refresh looks clean, we'll do a training session with you and whoever else is going to use the brain. Then it's live.
- Daniel Okafor NoneWe'd recommend bringing three or four people to the training: you, Ravi, someone from repairs maybe. Get a sense of what the brain can do before it goes out to all fifteen users.
- Natasha Pryor NoneWhen would that be?
- Callie Brennan NoneEnd of March, so you've got time to plan. I'll send you the details once we've got the connectors running.
- Daniel Okafor NoneAnd Natasha, just one other thing, we did raise an invoice for the implementation. Have you had that through?
- Natasha Pryor NoneI think so, but I haven't processed it yet. Is there a deadline?
- Daniel Okafor NoneNo rush, we just want to make sure you've got it and there's no question about it. Can you have a look and come back to me?
- Natasha Pryor NoneWill do. I'll check with finance today.
- Callie Brennan NoneGreat. So to close the loop: I'll send the credentials checklist in the next hour. You get those back to me by Friday. We'll kick off the connectors next Monday.
- Natasha Pryor NoneBy Friday. Okay, I can make that happen.
- Callie Brennan NonePerfect. Any questions before I go through the technical side?
- Natasha Pryor NoneNo, that's clear. Go ahead.
- Callie Brennan NoneSo on the technical side: we'll be running everything inside Snowflake, which you probably know. Your data will refresh every night at 07:00. The brain will sit on top of that, so you're always querying fresh data, and nobody else can see it but your people.
- Natasha Pryor NoneWhat does the refresh look like from our side?
- Callie Brennan NoneIt's automatic. The connectors pull the latest data from each system and load it into Snowflake. Your team doesn't have to do anything. If something breaks: if the CRM connection drops, for example, we'll catch it and let you know straight away.
- Daniel Okafor NoneAnd if there's an issue, you've got standard support, we respond to you within four business hours during the day.
- Natasha Pryor NoneThat works for us.
- Callie Brennan NoneGood. One last thing: after we go live, I'm going to leave you a setup note. It'll tell you how to add new users, how to manage the connectors, how to run a manual refresh if you need to. You'll be able to do all that without us.
- Natasha Pryor NoneWill Ravi be able to do that?
- Callie Brennan NoneYes. That's the plan, Ravi becomes your admin on the brain. He'll own it day to day.
- Daniel Okafor NoneNatasha, is there anything else you want to cover today?
- Natasha Pryor NoneNo, I think that's really clear. You've got a good plan and I know what I need to do.
- Callie Brennan NonePerfect. I'll send the checklist, and we'll get started Monday.
- Daniel Okafor NoneThanks, Natasha. Looking forward to this. Speak soon.
- Natasha Pryor NoneThanks, both.
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