Brannock Medical Supplies / BB-Demo – Kickoff
Callcompleted
Brannock Medical Supplies: documents · 2024-05-10 09:00
Kickoff for the Growth tier with Helen Varley as sponsor, attending alone. Connector order, access needs and an eight-week plan were agreed. Contract dates held in spreadsheets were flagged as the weak point.
What was said
What this says
Current to 11 Oct 26Kickoff for the Growth tier with Helen Varley as sponsor, attending alone. Connector order, access needs and an eight-week plan were agreed. Contract dates held in spreadsheets were flagged as the weak point.
What happened: Callie Brennan set the connector order as orders, helpdesk, then CRM, with written access needed first. The plan is eight weeks, and Helen wants first trust views earlier than the end.
Customer view: Helen was positive and engaged, and asked for a first-users list to be sent to Marcus Bell. She said the finance director will ask who the account manager is.
Commercial: Growth started on Wed 1 May 2024 with forty users, and Helen asked whether all forty seats must be named now. Marcus said no, there is room.
Watch: Helen was alone, so the admin and first user were absent. Renames or removals in the order system or CRM can silently stop a connector.
Themes
Current to 9 Oct 26Theme
Growth implementation kickoff
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 sends the access checklist the same day, with a date against each item.
- Helen Varley sends the list of first users to Marcus Bell.
- Account managers move renewal dates into the CRM, by trust.
Risks
Current to 9 Oct 26- Renewal dates held only in spreadsheets are the weak point and need moving into the CRM by hand.
- A rename or removal in the order system or CRM could stop a connector loading unnoticed.
- Helen attended alone, so the plan reaches the admin and first user only through her.
Opportunities
Current to 9 Oct 26- Forty seats with room to add users gives headroom for adoption and later growth.
- A session with the account managers once data is in can build early usage.
Transcript
Callie Brennan NoneMorning, Helen. Callie Brennan, I'm the implementation consultant. Can you hear me okay? I've got Marcus on the line too.
Marcus Bell NoneMorning, Helen. Marcus, I'm your customer success manager. Lovely to finally put a voice to the emails.
Helen Varley NoneMorning both. Yes, all fine. It's just me for now. Sunita's in a meeting, Lee's visiting a trust. I'll feed back to them.- Callie Brennan NoneThat's fine. So, here's the plan for the next hour. First, a quick recap of what you've bought. Second, the connectors and what I need from your side. Third, the timeline and who owns what. Then questions.
- Helen Varley NoneGood, that's very close to my own three points. Go on.
- Marcus Bell NoneQuick recap, then. You're on our Growth tier, which started on Wednesday 1 May 2024. That includes forty users and the dashboards builder, and a quarterly review with me. The order form has it at forty-one thousand eight hundred pounds a year, and the term runs to 30 Apr 2025.
- Helen Varley NoneRight. And that figure is the annual subscription, separate from the implementation?
- Marcus Bell NoneYes, the forty-one thousand eight hundred is the annual figure. The implementation is a fixed fee, set out separately.
- Callie Brennan NoneGood. On to connectors. Before we switch on the refresh, I need to be clear about the order. First is the order system, because that's where your trust activity starts. Second the helpdesk for delivery queries. Third the CRM for contracts and renewal dates.
- Helen Varley NoneThat's the order I'd choose. The account managers live in orders and the helpdesk.
- Callie Brennan NoneWhat I need from your side is written access for each, from whoever administers them. I never start a connector without it in writing, so credentials first, then we schedule. For the CRM that'd be Sunita, I think?
- Helen Varley NoneYes. The order system sits with someone in IT, a colleague of mine. I'll ask them. The helpdesk, I think Sunita can do too.
- Callie Brennan NoneBrilliant. I'll send a checklist after the call, with each item and a date against it. That way nothing gets lost between us.
- Marcus Bell NoneWhile Callie's making notes, can I share my screen? I want to show what your admin view will look like, so Sunita knows what she's inheriting.
- Marcus Bell NoneSo that's the admin page. Each connector has a status, a last-refreshed time, and the number of records brought in. If a source stops loading, it'll show there before anyone notices in a question.
- Helen Varley NoneGood. And what's the refresh timing? The account managers start early.
- Callie Brennan NoneThe nightly refresh completes by 07:00 your time on business days. So they'll see the previous day's picture when they start.
- Helen Varley NonePerfect. What about the spreadsheets? Contract dates that only live in someone's file.
- Callie Brennan NoneHonest answer: they're the weak point. If they're in a shared location we can connect to them, but I'd rather the key dates were moved into the CRM first. That maps cleanly. Anything free-form needs checking by hand.
- Helen Varley NoneRight. I'll ask the account managers to put the dates in the CRM. By trust, please. I'll make it a request with a date on it.
- Marcus Bell NoneThat'd be a big help. I can also run a short session with the account managers once data is in, so they know what to ask.
- Helen Varley NoneYes please. Lee especially. He's going to be the first to test it.
- Callie Brennan NoneNow the timeline. The plan is eight weeks. Weeks one and two are access and the first connector. Then the CRM mapping with Sunita, then the helpdesk. By the middle we'll have the first useful questions. The last stretch is checking the answers against what your people know, and the handover.
- Helen Varley NoneI'd like the first trust views earlier than the end. Can we hold that as a target?
- Callie Brennan NoneWe can aim for orders and the CRM first, and I'll tell you honestly where we are each week. I'll not say should be fine about a mapping until I've checked it.
- Marcus Bell NoneAnd owners, so we don't lose track. On your side, you're the sponsor, Sunita's the admin, Lee's the first user. On ours, Callie for the build, me for adoption. Is that right?
- Helen Varley NoneThat's right. And Andrew's the finance side, he'll want to know about anything that touches the contract. He'll ask who the account manager is, you'll hear that.
- Marcus Bell NoneI've heard. It's me, and I'll be at your quarterly reviews.
- Helen Varley NoneGood. Question on users. We've got forty seats. Do I need to name them all now?
- Marcus Bell NoneNo, start with the account managers and your own team, and add as you go. There's room. I'll check usage with you in a few weeks, no pressure.
- Callie Brennan NoneLet me read back what I've got, so we're aligned. One: you send access for the order system, helpdesk and CRM. Two: the account managers move renewal dates into the CRM. Three: Sunita and I do a mapping session next week. Four: I send you the checklist today.
- Helen Varley NoneYes. I'd add the list of first users, which I'll send to Marcus.
- Marcus Bell NoneGreat. I'll set up a check-in with you in a couple of weeks, shall we book thirty minutes? Nothing heavy, just to see where we are.
- Helen Varley NoneYes, book it. Anything else I should know before I take this to the team?
- Callie Brennan NoneOne thing. Please don't let anyone make big changes to the order system or the CRM structure during the first few weeks without telling me. If a field moves, a connector can stop loading and nobody notices until a question comes back wrong.
- Helen Varley NoneUnderstood. I'll tell the team. What's driving the risk there, mainly renames?
- Callie Brennan NoneRenames and removals, mostly. Adding things is fine.
- Marcus Bell NoneI've pulled together a short welcome note for the account managers, what it is and what it isn't. Would you like me to send it to you first to edit?
- Helen Varley NoneYes, send it to me. I'll put it in my words.
- Callie Brennan NoneBrilliant. Thanks, Helen. Checklist coming shortly.
- Helen Varley NoneThanks both, speak soon.
- Marcus Bell NoneThanks, Helen. Bye.
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