Brannock Medical Supplies / BB-Demo – Demo
Callcompleted
Brannock Medical Supplies: documents · 2024-03-04 10:45
Second demo, on 4 Mar 2024, with CRM administrator Sunita Bains joining. Her access and workload concerns were answered and Helen Varley called it a good fit. Proposal and a session with Andrew come next.
What was said
What this says
Current to 11 Oct 26Second demo, on 4 Mar 2024, with CRM administrator Sunita Bains joining. Her access and workload concerns were answered and Helen Varley called it a good fit. Proposal and a session with Andrew come next.
What happened: Tobias Renwick covered read-only connectors, field mapping and duplicate trusts with Sunita. Priya Raman showed orders and helpdesk queries joined to the CRM record.
Customer view: Sunita found it less scary than expected but worried it becomes her job to keep it going. Helen said she was satisfied and that it was a good fit.
Commercial: Helen asked whether account managers can build their own dashboards, and Priya confirmed the builder and said it would be in the proposal. Helen warned Andrew will want the figures in writing.
Watch: Sunita is the likely single administrator, so she is both an enabler and a key-person risk.
Themes
Current to 9 Oct 26Theme
Connectors, mapping, admin ownership
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Priya Raman to send the proposal covering scope, connectors, users and implementation plan, with figures in writing.
- Priya Raman to set a session with Andrew to go through the proposal.
- Tobias Renwick to send Sunita Bains a note on the access the connectors need.
Risks
Current to 9 Oct 26- Sunita Bains worries that day-to-day upkeep falls on her, which makes the administrator role a key-person dependency.
- Duplicate trust records will show as separate trusts unless merged or matched early.
Opportunities
Current to 9 Oct 26- Account managers building their own dashboards points to the Growth tier dashboards builder.
- The question history visible to administrators gives a way to show value later.
Transcript
Priya Raman NoneMorning, everyone. Sunita, welcome, I don't think we've met. Priya, I look after the commercial side at BB-Demo.
Sunita Bains NoneHello, yes, Helen's told me a bit. I'm the CRM administrator, so I'm mostly here to ask annoying questions about fields.
Helen Varley NoneAnnoying is what we want. Lee's here too. Let's keep it to the three things: connectors, the data mapping, and who looks after it.
Tobias Renwick NoneGood morning. Sunita, to start, may I ask what your own security or IT colleagues will need from this call? I would rather answer that first.- Sunita Bains NoneMainly, what access you need and whether it's read only. If something wants to write to the CRM, I need to know.
- Tobias Renwick NoneTo be precise, the connectors read. They do not write back to your CRM or your order system. The access is granted by you, with a service account you create and can revoke at any time.
- Sunita Bains NoneGood. That's the first box ticked. Second, we've got custom fields all over the CRM. Some are well used, some are historic and a mess.
- Priya Raman NoneTobias, can you show Sunita what a mapping looks like? Let me share the screen.
- Tobias Renwick NoneThis is the mapping view for the CRM connector. Each field in your CRM is listed on the left. On the right is where it lands in the brain. Anything you do not want brought in is simply switched off.
- Sunita Bains NoneRight, so I can exclude the old fields rather than clean them first.
- Tobias Renwick NoneYes. The trade-off is that excluded fields cannot be asked about later without a change, so I would suggest you decide with the account managers, not alone.
Lee Garside NoneI'll tell you what I'd want. The renewal date, the contract owner, and the notes box. People put everything in the notes.- Sunita Bains NoneThe notes box is a swamp, Lee. But fine, I'll make sure it's in.
- Helen Varley NoneSunita, are there duplicate trust records in the CRM? I know there are. What happens to those?
- Sunita Bains NoneThere are a few. Same trust, two spellings.
- Tobias Renwick NoneThe honest answer is that duplicates will show up as two trusts unless they are matched. We can match on a shared identifier if you have one, or you can merge them in the CRM first. It is a small piece of work either way, and I would rather it was done once, early.
- Sunita Bains NoneI can merge them. It's a day's work, no more.
- Priya Raman NoneThat would be great. Moving on, let me show how the same trust looks once orders and helpdesk queries are joined to the CRM record.
- Lee Garside NoneThat's neat. That's one of my trusts and it's got the late deliveries sitting right next to the renewal. I'd have had that in three tabs.
- Helen Varley NoneSunita, how do you feel? You've gone quiet.
- Sunita Bains NoneI'm thinking. It's less scary than I expected. My concern is that it becomes my job to keep it going.
- Tobias Renwick NoneA fair concern. During implementation we do the connecting and the mapping. Afterwards, day to day, you would be the administrator, and you would not be doing more than looking at whether each source is still loading. We would give you a short setup note so you are not guessing.
- Sunita Bains NoneAnd if a connector breaks?
- Tobias Renwick NoneYou would see it in the admin view, with the source flagged. If it is on our side we fix it. If you changed something upstream, we help you reconnect it.
- Helen Varley NoneGood. I don't like the phrase the system can't do that, so let me ask directly: can we have dashboards that the account managers build themselves, not only ones you build?
- Priya Raman NoneYes, on the tier we've discussed there's a dashboards builder, and your own people can use it. I'll make sure that's in the proposal.
- Lee Garside NoneCan I see one more thing? Who asked the question last week? Is there a log?
- Tobias Renwick NoneThere is a history of questions, yes, visible to administrators. That is useful for you to see what is being asked, and for us to show value later.
- Helen Varley NoneOkay. I'm satisfied. From my side, it's a good fit. Priya, what next?
- Priya Raman NoneTo keep momentum: I'll send you a proposal covering scope, the connectors, users and implementation plan, and then set a session with Andrew to go through it. Probably in a week or so.
- Helen Varley NoneGood. Andrew will want the figures in writing. He always does.
- Priya Raman NoneUnderstood, happy to make this easy.
- Tobias Renwick NoneI will also send Sunita a note on the access the connectors need, so she can check it with her colleagues without waiting for us.
- Sunita Bains NoneThanks, that'd help.
- Helen Varley NoneThanks everyone. Bye for now.
- Priya Raman NoneThanks all, speak soon.
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