Hollowmere Care Group / BB-Demo – Onboarding
Callcompleted
Hollowmere Care Group: documents · 2026-05-14 12:00
Onboarding call with Natasha Pryor and Josh Fairburn. Their need is per-home commissioner reporting with a traceable evidence trail. Natasha wants proof on a handful of homes before she presents to the board.
What was said
What this says
Current to 11 Oct 26Onboarding call with Natasha Pryor and Josh Fairburn. Their need is per-home commissioner reporting with a traceable evidence trail. Natasha wants proof on a handful of homes before she presents to the board.
What happened: Hamza Akhtar walked through the connector plan: CRM, helpdesk and accounting first, then incidents via the quality team mailbox. Single sign-on and SCIM were agreed, with Josh as admin.
Customer view: Natasha wants every number traced to its source before it goes to a commissioner. She is cautious about overselling to the board until it works on real homes.
Commercial: Hamza confirmed the term as 1 Apr 2026 to 31 Mar 2027 and the order form at £120,500 a year, on Enterprise. Hollie Grieve is the day-to-day contact and Matteo Ricci the account owner.
Watch: Incident data is split between a module and emailed forms, and the mailbox access needs IT approval. Josh has not set up SCIM before.
Themes
Current to 9 Oct 26Theme
Onboarding connector plan
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza to send the connector checklist and the access guide on the day of the call.
- Josh to send the shortlist of homes, the mailbox name and CRM and helpdesk credentials by the end of the following week.
Risks
Current to 9 Oct 26- Incident data is split between a module and emailed forms, so the quality mailbox connector depends on IT approving access.
- Natasha is wary of presenting to the board before the brain is proven on real homes.
- Josh has not set up SCIM before, which could delay Enterprise single sign-on.
Opportunities
Current to 9 Oct 26- Proving the brain on the handful of homes that drive most commissioner queries could build the case to widen use across the 170 licensed users.
Transcript
Hamza Akhtar NoneHello, can you both hear me alright? I've got Josh on the line already, I think.
Josh Fairburn NoneYeah, hi Hamza, I can hear you fine. Natasha said she's just finishing another call, so she should be a minute.- Hamza Akhtar NoneNo problem. How's the week been? Settled in properly now?
- Josh Fairburn NoneBusy, honestly. Lots of requests from the homes, everybody wants numbers by Friday. But it's good, it's the sort of thing the brain's meant to help with.
Natasha Pryor NoneSorry, sorry, I'm here. Hi both. Right, can I start with the problem I want solved this month? Commissioners keep asking us the same question about each home, which is who has been in touch, what incidents there were and whether the fees were invoiced. And at the moment that's three systems and a spreadsheet.- Hamza Akhtar NoneThat's exactly what I'd like to anchor the plan on, so that's helpful. Family and commissioner contact, incidents, and fee invoices, all per home.
- Natasha Pryor NoneYes. And I've done this before, so I'll say now, what's the evidence trail? If a number goes in front of a commissioner I need to see which source it came from.
- Hamza Akhtar NoneUnderstood. Every answer in the brain links back to the record it was built from, so that should sit well with you. Let me share my screen and walk through the connector plan.
- Josh Fairburn NoneGo on, I can see it. Is that the list from the order form?
- Hamza Akhtar NoneIt is. You're on Enterprise, so there's plenty of room on connectors and the licence covers 170 users. I'd suggest we don't try to switch everything on at once. Start with the CRM where family contact is logged, the helpdesk, and the accounting system for fee invoices.
- Natasha Pryor NoneLet's start with the homes that shout loudest. We have a handful that generate most of the commissioner queries. If those look right, the rest will follow.
- Hamza Akhtar NoneRight, I like that. So we load everything but we prove it on that handful first. Josh, could you pick which homes those are?
- Josh Fairburn NoneYeah, I can do that. Mm, I'd say five or six. I'll check with Natasha so we agree.
- Natasha Pryor NoneSend me the list and I'll cut it down. I don't want to oversell this to the board before we've seen it work on real homes.
- Hamza Akhtar NoneFair. Then incidents. Where do those live today? Is it a system or is it forms?
- Josh Fairburn NoneA bit of both, to be honest. The newer homes use the incident module, and some of the older ones still email a form to the quality team. That's the messy bit.
- Hamza Akhtar NoneOkay. That's worth knowing now rather than in week six. Mailbox is fine, we can bring in Microsoft 365 for that, but we'll want a clear rule for which mailbox and which folders.
- Natasha Pryor NoneThe quality team's shared mailbox. I'll get you the name. Josh, you can sort the access?
- Josh Fairburn NoneShould be able to, yes. I need our IT person to approve it, but that's quick.
- Hamza Akhtar NoneGood. Next, access. As you're on Enterprise you'll want single sign-on and SCIM so people come in through your own directory. Josh, that'll sit with you as the admin, with a colleague in IT helping on the identity side.
- Josh Fairburn NoneOkay. Is there a lot involved there? I haven't set up SCIM before.
- Hamza Akhtar NoneNot much. I'll send a short guide and we can do it together on the next call. Honestly, the harder part is deciding groups, like who sees which homes.
- Natasha Pryor NoneRegional managers see their own homes, my team sees everything, and finance sees invoices only. Keep it simple at first.
- Hamza Akhtar NoneThat's a clean starting point. And just so we're all on the same page, the contract runs from 1 Apr 2026 to 31 Mar 2027, and the order form is £120,500 a year. Hollie Grieve will be your day to day contact after onboarding, with Matteo Ricci as the account owner.
- Natasha Pryor NoneFine, I know Matteo. Thanks for confirming.
- Josh Fairburn NoneOne thing, the nightly refresh. Will we see it fresh by the morning? The regional managers look at things first thing.
- Hamza Akhtar NoneYes, the refresh completes by 07:00 on business days, so they'll have it before the morning round.
- Natasha Pryor NoneGood. Right, who does what? I'm sponsor, Josh is admin and owns the connectors, Hamza runs the plan. Anything else?
- Hamza Akhtar NoneThat's it. I'll send the connector checklist and the access guide today. Josh, the shortlist of homes and the mailbox name, and credentials for the CRM and the helpdesk, by the end of next week if you can.
- Josh Fairburn NoneYeah, that's doable. I'll shout if IT are slow.
- Natasha Pryor NoneThanks both. Speak next week.
- Hamza Akhtar NoneBrilliant, thanks everyone. Cheers, bye.
- Hamza Akhtar NoneSorry, stopping the recording now. Bye.
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