Silverbeck Energy Services / BB-Demo – Kickoff
Callcompleted
Silverbeck Energy Services: documents · 2025-12-08 15:15
Kickoff on 8 Dec 2025 with Kirsty Ingham, the only customer attendee. Laura Penhaligon set out the plan to connect three systems, with Amara Obi as post-launch contact. The training week was given inconsistently, and the duration was stated as four weeks, then eight.
What was said
What this says
Current to 11 Oct 26Kickoff on 8 Dec 2025 with Kirsty Ingham, the only customer attendee. Laura Penhaligon set out the plan to connect three systems, with Amara Obi as post-launch contact. The training week was given inconsistently, and the duration was stated as four weeks, then eight.
What happened: Laura walked Kirsty through the onboarding plan for three systems: job order, CRM and maintenance history. Amara introduced herself as the main contact after launch.
Customer view: Kirsty said little and asked practical questions about scope, training and who to include. The call shows no concern, but also no statement of what the brain is expected to deliver.
Commercial: Laura suggested five to ten people for training and Amara promised responses within a couple of hours. The call does not state the tier or any connector commitments.
Watch: Training was placed in week three, while the plan listed it as week four. Laura also said four weeks, then eight, so the customer may not be clear on dates.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura to send the data questionnaire and calendar invites straight after the call.
- Amara to check in with Kirsty the following week.
- Laura to confirm one clear schedule for training and go-live in writing.
Risks
Current to 9 Oct 26- The plan gave training as week three and week four, and the duration as four weeks then eight, which could confuse the customer.
- Only one customer person attended, so adoption depends on Kirsty bringing her team in.
- The data questionnaire and security questionnaire must come back quickly or the connectors will start late.
Opportunities
Current to 9 Oct 26- Training for roughly five to ten engineers and project managers could build early usage.
- A third system, the maintenance history, adds depth once all three connectors are feeding the brain.
Transcript
Laura Penhaligon NoneHi, Kirsty. Thanks for taking the call. This is the kickoff, we're going to plan out the four weeks and then we go live. Well, eight weeks in your case.
Kirsty Ingham NoneYeah, good to get started.- Laura Penhaligon NoneSo the plan is week one, we get access to your systems and we learn the schema. Week two, we build and test the connectors. Week three, soft launch. Your team starts using it, we refine. Week four is training.
- Kirsty Ingham NoneWe're connecting three systems?
- Laura Penhaligon NoneRight, your job order system, your CRM, and your maintenance history. Once they're all feeding data into the brain, your team can search across everything at once.
- Laura Penhaligon NoneWeek three, soft launch, your team starts using it, we refine. Week four, training. Your team has access, they start building familiarity. Then we do the formal training session.
- Kirsty Ingham NoneWhen's the formal training?
- Laura Penhaligon NoneWeek three. We'll do a training session, I walk your team through the interface, how to search, how to build pages.
- Laura Penhaligon NoneAfter onboarding, I'm the ongoing support for adoption questions. Any questions, any issues with the connectors or how to use it, you reach out to me or Amara.
Amara Obi NoneHi, Kirsty. I'm Amara, your Customer Success Manager. I'll be your main point of contact after launch. Any adoption questions, anything about usage or the roadmap, that's me.- Laura Penhaligon NoneSo I need to send you a questionnaire about your data: table names, field names, that kind of thing. Your technical team should have those answers. And your team should be involved in training, probably your engineers and project managers.
- Kirsty Ingham NoneHow many should we include?
- Laura Penhaligon NoneWhoever's going to be asking questions regularly. Could be five, could be ten. Does that work for you?
- Kirsty Ingham NoneYeah, we can do that.
- Laura Penhaligon NoneAnd we'll set up a Slack channel or email list, whatever you prefer, where your team can ask questions and get support.
- Amara Obi NoneWe're quick on responses. Usually a couple of hours, and we monitor Slack throughout the day.
- Laura Penhaligon NoneOne more thing: we'll send you a data security questionnaire. Just standard, nothing too heavy.
- Kirsty Ingham NoneOkay, I think we're good. When do you need the schema information?
- Laura Penhaligon NoneI can send that questionnaire today. Ideally within a few days so we can get started on the connectors.
- Amara Obi NoneAnd Kirsty, I'll reach out next week just to check in, see how things are going.
- Laura Penhaligon NoneRight, I think that's it. I'll send the questionnaire and calendar invites. Thanks, Kirsty. Speak soon.