Fairhallow Travel / BB-Demo – Onboarding
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Fairhallow Travel: documents · 2025-01-31 09:30
Onboarding call for Fairhallow Travel on Growth with forty licensed users. Five connectors planned, CRM and helpdesk first. Becky Lawton is keen, and Leanne Moss owns the credentials and the client name mapping sheet.
What was said
What this says
Current to 11 Oct 26Onboarding call for Fairhallow Travel on Growth with forty licensed users. Five connectors planned, CRM and helpdesk first. Becky Lawton is keen, and Leanne Moss owns the credentials and the client name mapping sheet.
What happened: Callie Brennan recapped the order form (Growth, forty users, £39,600) and walked through five connectors: CRM, helpdesk, booking export, shared drive and email. Dates were set for credentials, first refresh and a record count check.
Customer view: Becky Lawton had just spent time digging through three systems to answer a client question, and called the timing perfect. She wants tickets and bookings side by side per client before the account reviews.
Commercial: Value is tied to the account review use case. A possible later call recorder connector is a small expansion within the eight connectors Growth allows.
Watch: Client names differ across systems, so a mapping table is needed. A helpdesk permissions fix was not yet re-tested, and Becky is the only sign-off for review pages.
Themes
Current to 9 Oct 26Theme
Onboarding connectors and timeline
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 CRM token and the name mapping sheet by the following Tuesday.
- Callie Brennan to connect the CRM and helpdesk and re-test the category field.
- Callie Brennan to check record counts with the admin, then do a walk-through and send the setup note.
Risks
Current to 9 Oct 26- Client names differ between the CRM, helpdesk and booking export, so a mapping table is needed before the data can be trusted.
- The helpdesk category field has not been re-tested after a permissions change.
- Becky Lawton is sole sign-off for the first account review pages.
Opportunities
Current to 9 Oct 26- A call recorder connector may be added later within the Growth connector limit.
- A per-client view of tickets and bookings for account reviews can show value early.
Transcript
Callie Brennan NoneMorning both. Can you hear me alright? I've got a bit of an echo on my side.
Leanne Moss NoneYes, fine here. Morning.
Becky Lawton NoneMorning! Sorry, I was on mute, hang on. Right. Hi. I've literally just come out of a meeting with a client who wanted to know why their bookings dipped in the spring, and I had to go and dig through three different systems to answer. So honestly, this is perfect timing.- Callie Brennan NoneThat is exactly the sort of thing we're here to fix. So, the plan for the next forty minutes or so. First, I'll recap what's agreed on the order form. Second, we go through the connectors one by one and I'll say what I need from your side for each. Third, the refresh schedule and who does what. Then we finish with next steps and dates. Does that work?
- Becky Lawton NoneLove that. Yes. Go.
- Callie Brennan NoneGreat. So you're on Growth, forty licensed users, and the contracted annual figure is £39,600. That's on the order form and the invoice schedule matches it, so no surprises there. Growth gives you up to eight connectors, and I think we have five in mind. Is that still right?
- Leanne Moss NoneFive, yes. The CRM, the helpdesk, an export from the booking platform, the shared drive where the account reviews live, and email. We might add the call recorder later but I'd rather get these working first.
- Callie Brennan NoneSensible. That maps cleanly. Let's take the CRM first. What I need from your side is a service user with read access, and the credentials sent to me in writing before we switch on the refresh. I don't start a connector without that in writing, I'm afraid. It's just how I work.
- Leanne Moss NoneThat's fine. I'm the admin on the CRM so I can create that today. Do you want a token or a login?
- Callie Brennan NoneA token tied to a service user, please, not anyone's personal login. Then if someone leaves, nothing breaks overnight.
- Becky Lawton NoneHa, that's a good point actually. We've had that. A colleague left and half our reports just stopped, and nobody noticed for, what, a couple of weeks?
- Leanne Moss NoneNearer three. But yes.
- Callie Brennan NoneExactly. Okay, next the helpdesk. I saw there was a ticket come in this week about permissions on that one, so I want to make sure I've understood it.
- Leanne Moss NoneYes, that was me. The role I'd set up could see tickets but not the custom fields, so the category field was coming through empty. I've changed it since, but I haven't re-tested it properly.
- Callie Brennan NoneOkay. I'll re-test on my side once I have the token, and I'll confirm the category field is landing before I call that connector done. I'm not going to say it's fine until I've checked the mapping myself.
- Becky Lawton NoneCan we see it by client? That's the thing. Tickets and bookings next to each other, per client, my team needs this before the review.
- Callie Brennan NoneYes, that's the whole point of mapping on the client name. One thing I want to check, though, is whether the client name is spelled the same in the CRM, the helpdesk and the booking export. If it isn't, we need a mapping table, otherwise the brain will think they're different clients.
- Leanne Moss NoneIt isn't, not always. Some are abbreviations in the booking export, and a few have the parent company name instead. I can put together a list of the ones I know are different.
- Callie Brennan NoneThat would be brilliant. A simple sheet, two columns, the name in each system. I'll do the rest and send it back to you to check.
- Becky Lawton NoneRight, so what's the timeline? Realistically. Because the reviews start before long and I don't want my account managers walking in with nothing.
- Callie Brennan NoneLet me give you dates. Credentials and the mapping sheet by next Tuesday. I connect the CRM and the helpdesk on Wednesday and Thursday. The first refresh runs overnight, and it should be complete by 07:00 the next morning, which is what you'll get every business day after that. Then I check the record counts with your admin on Friday, before anyone else is let in.
- Leanne Moss NoneAnd who sees what in the first week? There are forty seats but I don't want everyone in until the data looks right.
- Callie Brennan NoneGood instinct. Start with the two of you and a couple of account managers. Open it up to the rest when you're happy. The seats are there whenever you want them.
- Becky Lawton NoneFine by me. I'll want to ask it things myself, mind. Can I play?
- Callie Brennan NoneOf course. Once the first refresh lands I'll do a short walk-through of asking questions properly, and then it's yours.
- Leanne Moss NoneWhat about after you've gone? I don't want to be ringing you every time something sticks.
- Callie Brennan NoneThat's the aim, honestly. By the end I want you able to run it alone. I'll write you a setup note: the connectors, where the credentials are held, the schedules, the mapping, and what to check if a refresh looks light. And the route to support for anything you can't fix yourselves.
- Leanne Moss NoneThat would help a lot. Thank you.
- Becky Lawton NoneLove it. Right, I'm going to have to run in a moment, the client's coming back to me. Anything you need from me specifically?
- Callie Brennan NoneJust one thing. Who signs off the first account review pages, so they're not being edited by half the team at once?
- Becky Lawton NoneMe, for now. I'll nominate someone else later. Maybe.
- Callie Brennan NonePerfect. So, to recap. Credentials for the CRM and helpdesk, plus the mapping sheet, from your side by Tuesday. Re-test of the category field and the first refresh from mine, midweek. Record count check on Friday, then a walk-through, then the setup note. And the other three connectors follow once those two are clean.
- Leanne Moss NoneGot it all written down. Thanks, that was really clear.
- Becky Lawton NoneBrilliant. Thanks, both. Speak soon, bye!
- Callie Brennan NoneCheers, everyone. Bye for now.
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