Fairhallow Travel / BB-Demo – Onboarding
Callcompleted
Fairhallow Travel: documents · 2025-01-09 11:45
Early onboarding call with Fairhallow Travel. Helpdesk and booking system are connected, the CRM waits on access, and some bookings lack a client name. Leanne Moss owes a company code field and CRM access by the end of the week.
What was said
What this says
Current to 11 Oct 26Early onboarding call with Fairhallow Travel. Helpdesk and booking system are connected, the CRM waits on access, and some bookings lack a client name. Leanne Moss owes a company code field and CRM access by the end of the week.
What happened: Callie Brennan showed the first refresh, with the helpdesk and booking system loaded and the CRM still waiting on access. Some bookings arrive with no client name, because portal bookings go in under the traveller.
Customer view: Becky Lawton liked the client page and wants real reviews used for the first questions. She said she is not the technical one, so Leanne Moss carries the admin work.
Commercial: Value rests on usage not staying empty. Becky said the aim is that the usage page is not empty in a month, so adoption is the early renewal risk.
Watch: Leanne's company code field and CRM access are the blockers, due by the end of the week. The CRM owner was away, which has already delayed access once.
Themes
Current to 9 Oct 26Theme
Onboarding first refresh
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- Leanne Moss to send the company code field name, an example and CRM access by the end of the week.
- Callie Brennan to add the mapping, re-run the load and send the setup note.
- Becky Lawton to choose the first group of users to invite.
Risks
Current to 9 Oct 26- Portal bookings have no client name, so the by-client view stays incomplete until the company code mapping is added.
- CRM access is still outstanding, which delays the third connector.
- Usage is nearly empty, so adoption must grow within the first month.
Opportunities
Current to 9 Oct 26- Becky Lawton wants account managers to use the brain on real client reviews, which could build early value.
Transcript
Callie Brennan NoneHello, both. Here's the plan for the next forty minutes or so. First, where the first refresh has got to. Then the admin walk-through for Leanne. Then who we invite first. Good?
Becky Lawton NoneGood. Sorry, I've only just got in, I was at a client's. Afternoon, nearly. Is it nearly afternoon?
Leanne Moss NoneIt's quarter to twelve. Hello, Callie.- Callie Brennan NoneHello. Right. The first refresh. Before we switch on the rest, I want you to see what's landed. I'll share my screen. This is the helpdesk and the booking system, both connected, with records indexed. The CRM is waiting on access.
- Leanne Moss NoneYes, sorry about that. The owner was away. I've chased and I think I'll have it tomorrow.
- Callie Brennan NoneThat's fine. I'll hold off, and it doesn't stop the rest. Becky, if you open the client page I've set up, you'll see bookings and tickets together.
- Becky Lawton NoneOh, there it is. That's one of mine. Love that. Wait, can we see it by client? Sorry. It is by client. I'm being daft.
- Callie Brennan NoneYou're not. That's what it's for. Now, there's one thing to flag. A handful of bookings have no client name on them. That maps cleanly in most cases, but for these the field is empty in the source, so I haven't guessed.
- Leanne Moss NoneThat'll be the ones that come through the online portal. They go in under the traveller, not the client.
- Callie Brennan NoneThat's very helpful. So what I need from your side is a rule for how those link to a client. Is there something in the data that does it?
- Leanne Moss NoneThere's a company code. I'd need to check which field.
- Callie Brennan NonePerfect. If you send me the field name and an example, I'll add the mapping and re-run it. I'll put a date against it: by the end of the week.
- Becky Lawton NoneCallie, I should say, I'm not the technical one. If you go too far into the weeds I'll pretend I understand and I don't want to.
- Callie Brennan NoneNoted, and thank you. I'll tell you if I'm going down a rabbit hole. Leanne, shall I move on to the admin view?
- Leanne Moss NonePlease.
- Callie Brennan NoneSo this is your page. Connectors at the top, with the last load time and a status. Users beneath. And here's the log of what's been loaded and when.
- Leanne Moss NoneSo if the helpdesk doesn't load overnight I'd see it here.
- Callie Brennan NoneYes. The nightly refresh should finish by seven in the morning on business days. If it doesn't, it'll show as stale, and you can raise it with us.
- Leanne Moss NoneOkay. And I can add people myself?
- Callie Brennan NoneYes, here. Invite by email, pick a role. I'd start with a small group so that you're not firefighting. Becky, who would you want first?
- Becky Lawton NoneTariq, definitely. And two or three of the account managers who've got reviews coming up. I'd rather they used it for something real.
- Callie Brennan NoneThat's the right way round. Real reviews, real questions. Leanne, will you do the invites, or shall we do the first one together now?
- Leanne Moss NoneTogether, please.
- Callie Brennan NoneThat's the first invite sent. You can see the status says pending. Once Tariq accepts, it'll change. Nobody's really using it yet, so the usage page is nearly empty, which is what we'd expect at this stage.
- Becky Lawton NoneSo the aim is that it's not empty in a month.
- Callie Brennan NoneExactly. And Marcus will look at that with you. I'll write the setup note after this call, so you've got all of it in one place, including the admin steps.
- Leanne Moss NoneCan I ask a daft one? If I get something wrong on the mapping, can I break it?
- Callie Brennan NoneNot a daft question. You can't damage your source systems, because the connection is read only. The worst case is a bad mapping, and we can re-run it. I'd rather you asked me than left it.
- Leanne Moss NoneThat's reassuring.
- Callie Brennan NoneLet me read back. Leanne sends the company code field and the CRM access by end of the week. I add the mapping, re-run, and send the setup note. Becky picks the first group of users. Next call, we'll look at the pages for the review. Anything I've missed?
- Becky Lawton NoneNo. Thanks, Callie. This is really helpful. Bye, both.
- Leanne Moss NoneThanks. Speak soon.
- Callie Brennan NoneThanks, both. Bye for now.
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