Fairhallow Travel / BB-Demo – Onboarding
Callcompleted
Fairhallow Travel: documents · 2025-01-27 13:30
Onboarding call with Fairhallow Travel on the Growth tier. Three connectors are planned, access must be confirmed in writing, and Becky Lawton worried that her boss will ask what the money buys.
What was said
What this says
Current to 11 Oct 26Onboarding call with Fairhallow Travel on the Growth tier. Three connectors are planned, access must be confirmed in writing, and Becky Lawton worried that her boss will ask what the money buys.
What happened: Callie Brennan set the first phase as three connectors: the CRM, the helpdesk and the booking exports. Leanne Moss owes a sample file, folder structure and an old-to-new client name spreadsheet by Wednesday.
Customer view: Becky wants everything visible by client for her account managers. She also raised a worry that Simon will ask what they have for the money.
Commercial: She called thirty-nine thousand six hundred not nothing for them. A first review pack by client is the answer, so early delivery protects the renewal.
Watch: Helpdesk permissions sit with a slow IT colleague, and written access is a hard rule. Users are held back until there is something to see.
Themes
Current to 9 Oct 26Theme
Connector plan, value worry
Importance
neutral
Sentiment
mixed
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 sample file, folder structure and name spreadsheet by Wednesday.
- Leanne Moss and Becky Lawton to resolve the helpdesk permissions with IT.
- Callie Brennan to propose a training date once the first refresh is through.
Risks
Current to 9 Oct 26- Simon is likely to question the cost, and Becky Lawton needs a concrete first review pack to answer him.
- Helpdesk permissions depend on a slow IT colleague, which could delay the connectors.
- Client names have been renamed since, so the by-client mapping may be slow to get right.
Opportunities
Current to 9 Oct 26- A by-client review pack could make the value visible to Simon and support the renewal.
- The accounting system is planned as a later connector once the first refresh lands cleanly.
Transcript
Callie Brennan NoneHi both, can you hear me all right? I've got you on screen. Hi Leanne, hi Becky.
Becky Lawton NoneHi Callie, yes, loud and clear. Sorry, I've literally just come out of a client meeting, so I'm still a bit buzzing. The client's travel policy is a nightmare, they've got three different approval routes.
Leanne Moss NoneAfternoon. I can hear you fine. Becky's been telling the whole floor about it.- Callie Brennan NoneHa, well, that's exactly the sort of thing we want the brain to help with. Right, so here's the plan for the next hour or so. First, I'll tell you where we are with the connectors. Second, what I need from your side is access and a named owner for each source. Third, we agree the order, so that before we switch on the refresh everything's in writing. Does that work?
- Becky Lawton NoneLove that. Go on.
- Callie Brennan NoneOkay. You're on the Growth tier, so you've got room for forty users and eight connectors. For this first phase I'd like to connect three: your CRM, the helpdesk and the booking exports. Then the accounting system comes later, once the first refresh has landed cleanly.
- Leanne Moss NoneFine by me. The booking exports are the awkward one. They come out of a system that only does scheduled files, there's no proper live connection.
- Callie Brennan NoneThat's fine, scheduled files land in your Snowflake account just as well. Where do they get dropped at the moment?
- Leanne Moss NoneA shared folder. I'd have to check the exact location, I don't want to say the wrong thing. I think it's one folder per client but it might be one per month.
- Callie Brennan NoneNo problem, that's the first thing on the list. Could you send me a sample file and the folder structure by Wednesday? Not real client data if you can avoid it, just the shape of it.
- Leanne Moss NoneYeah, I can strip out the names. Wednesday's fine.
- Becky Lawton NoneCan I ask something? When all this is connected, can we see it by client? That's the only thing my team cares about. They need to walk into a review and know bookings, tickets, everything, for that one client.
- Callie Brennan NoneYes, that's the point of mapping the client field across all three sources, and it's the part I want to get right. At the moment the CRM calls them accounts, the helpdesk calls them organisations, and I'd guess the booking file has a client code.
- Leanne Moss NoneClient code, yes. And it doesn't always match the CRM name. Some of them have been renamed since.
- Becky Lawton NoneOh, that'll be the ones where the parent company changed. Leanne, didn't we have a list?
- Leanne Moss NoneI've got a spreadsheet of old and new names. It's not pretty.
- Callie Brennan NonePretty doesn't matter. Send me that as well and I'll build the mapping from it. I won't say it maps cleanly until I've checked the file against the CRM, so give me a couple of days on that.
- Becky Lawton NoneBrilliant. Sorry, you were saying about access.
- Callie Brennan NoneRight. For the CRM I need a read-only integration user, and I need it confirmed in an email, not on a call. For the helpdesk the same. I never start a connector without written access, so that's a hard rule, I'm afraid, nothing personal.
- Leanne Moss NoneNo, that's sensible. Our security people would want it that way anyway. We did raise a ticket last week about the helpdesk permissions, actually. That's the priority one.
- Callie Brennan NoneYes, I've seen it. Is the helpdesk admin on your side, or is it someone in IT?
- Leanne Moss NoneA colleague in IT. I can chase them, but they're slow at the moment. They've got a project on.
- Becky Lawton NoneTell them it's from me. I'll have a word.
- Callie Brennan NoneThat would help, thanks Becky. So that's the actions so far. Leanne, sample file, folder structure and the name spreadsheet by Wednesday. Leanne and Becky between you, the helpdesk permissions.
- Callie Brennan NoneNow, users. I can see only a couple of you have logged in so far, which is normal at this stage. The brain's empty until the first refresh, so there's not much to look at yet. Leanne, you're the admin, so you'll be the one who can add people.
- Leanne Moss NoneOkay. Should I add the whole account management team now, or wait?
- Callie Brennan NoneWait. If they log in to an empty brain they'll decide it's broken and never come back. I'd rather add them at the training session, when there's something to see.
- Becky Lawton NoneYes, that's right. My lot are impatient. Don't give them a half-finished thing.
- Leanne Moss NoneMm. So when's the training?
- Callie Brennan NoneI'll propose a date once the first refresh is through. At this pace, I'd say a few weeks. I'll put it in the setup note.
- Becky Lawton NoneAnd that setup note, who gets it?
- Callie Brennan NoneBoth of you, and I'll keep it updated after every call, so there's one place to look. Connector, owner, date, status. I never hand over without one.
- Leanne Moss NoneGood, because I'm the one who'll end up running this day to day.
- Callie Brennan NoneThat's exactly why. My aim is that by the end you can run it without me. Anything else before we finish? We've got a little time.
- Becky Lawton NoneJust a worry, really. Simon's going to ask me what we've got for the money. Thirty-nine thousand six hundred is not nothing for us.
- Callie Brennan NoneUnderstood. The best answer is a good first review pack by client, and that's what we're building towards. Let's get the data connected and then you'll have something concrete to show him.
- Becky Lawton NoneThat's all I need. Thanks Callie.
- Leanne Moss NoneThanks. I'll get those files over to you.
- Callie Brennan NoneBrilliant. Speak soon, both. Bye.
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