Hollowmere Care Group / BB-Demo – Onboarding
Callcompleted
Hollowmere Care Group: documents · 2026-05-22 12:15
Onboarding call on 22 May 2026 with Josh Fairburn. The accounting connector is amber because invoice home names do not match the CRM. The quality mailbox is blocked on IT sign-off. Single sign-on groups are untested.
What was said
What this says
Current to 11 Oct 26Onboarding call on 22 May 2026 with Josh Fairburn. The accounting connector is amber because invoice home names do not match the CRM. The quality mailbox is blocked on IT sign-off. Single sign-on groups are untested.
What happened: Hamza Akhtar and Josh Fairburn reviewed connector status. CRM and helpdesk are green, accounting is amber, and the quality team mailbox is still waiting on an IT access request.
Customer view: Josh wants the data trustworthy before widening use, so a mismatch is not found on day one. He says Natasha, who was absent at a commissioner meeting, cares most about where a number came from.
Commercial: The customer is on Enterprise, with single sign-on in progress. Josh is not confident with the SCIM part and asked for a joint session with IT. Wider rollout is deliberately held back.
Watch: The mailbox sign-off needs someone senior at the customer, and until it lands incident answers cover the newer homes only.
Themes
Current to 9 Oct 26Theme
onboarding data mapping
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Josh sends the roughly forty-row name mapping sheet this afternoon.
- Hamza loads the lookup, re-runs the invoice connector and sends times for the single sign-on session.
- Josh chases IT on the mailbox, copying Natasha, and Hamza raises the sign-off with Hollie so the check-in picks it up.
Risks
Current to 9 Oct 26- The quality team mailbox is still blocked on a senior IT sign-off, so incident answers cover only the newer homes.
- Invoice and CRM home names do not match yet, so a mismatch could undermine trust early.
- Single sign-on groups are untested and Josh is unsure of the SCIM part.
Opportunities
Current to 9 Oct 26- Once the invoices line up, there is plenty of licence headroom to bring more managers into the brain.
- A joint single sign-on session with IT can finish the Enterprise identity set-up.
Transcript
Hamza Akhtar NoneHi Josh, can you hear me? My audio's been a bit odd today.
Josh Fairburn NoneHi, yes, clear as anything. Natasha's tied up with a commissioner meeting so it's just me, hope that's alright.- Hamza Akhtar NoneThat's absolutely fine, you're the one doing the hands on bit anyway. Happy Friday, by the way. Any plans for the weekend?
- Josh Fairburn NoneNothing exciting. Bank holiday traffic to avoid, mainly. You?
- Hamza Akhtar NoneSame, hiding indoors. Right, shall we look at where we've got to? I'll share the connector status.
- Josh Fairburn NoneYeah, I can see it. So the CRM one is green, the helpdesk is green, and the accounting one is, what, amber?
- Hamza Akhtar NoneAmber, yes. It's loading, but the home names on the invoices don't match the home names in the CRM. Some have a suffix, some don't. So the brain can't tie an invoice to a home reliably yet.
- Josh Fairburn NoneAh, that'll be our finance team. They name them by the cost centre. I can get you a mapping list, it's only about forty rows.
- Hamza Akhtar NonePerfect, that's all we need. A simple two column sheet, the finance name and the name the CRM uses. Then we load it as a lookup and the invoices will fall into place.
- Josh Fairburn NoneI'll do it this afternoon. What about the incidents? That's the one Natasha keeps asking about.
- Hamza Akhtar NoneSo the incident module is in. The quality team mailbox is the one still waiting, because the access request is with your IT team.
- Josh Fairburn NoneYeah, I chased them on Tuesday. They said it needs a sign off from someone senior. I'll nudge again, I'll copy Natasha.
- Hamza Akhtar NoneThat would help. Until then you'll see incidents for the newer homes only, and the answers will say so. I'd rather it was honest about the gap than looked complete.
- Josh Fairburn NoneAgreed. Natasha would say the same thing, she's very much about where did that number come from.
- Hamza Akhtar NoneYes, I got that on the first call. Now, usage. There's a handful of people asking questions already, which is normal at this stage. Who's in there?
- Josh Fairburn NoneMostly my team and a couple of the regional managers. I've been showing them the page for each home. They like that bit.
- Hamza Akhtar NoneGood. We've got 170 licensed users, so there's plenty of room to bring more people in once the data's trustworthy. I wouldn't rush it, though.
- Josh Fairburn NoneNo, I'd rather wait till the invoices line up. Otherwise someone will find a mismatch on day one and lose faith.
- Hamza Akhtar NoneExactly that. Tickets, by the way. You've had a few open with us this month, none urgent. Anything bothering you that hasn't been raised?
- Josh Fairburn NoneNot really. One was just me asking how to filter by region, and the answer was fine. The other was a sync question that's now sorted.
- Hamza Akhtar NoneGreat. Then the single sign-on. Did your IT colleague get anywhere with the directory side?
- Josh Fairburn NoneSort of. He's set up the app, but we haven't tested groups. Could we do that together? I'm not confident with the SCIM part.
- Hamza Akhtar NoneOf course. Let's book a working session next week with your colleague in IT, and we'll do the groups by region as Natasha described. Then the managers sign in with their normal login.
- Josh Fairburn NoneBrilliant. Mm, that would take a load off.
- Hamza Akhtar NoneRight, so to sum up. You send the name mapping this afternoon, you chase IT on the mailbox, and I'll load the lookup and re-run the invoice connector once it arrives. I'll also send times for the single sign-on session.
- Josh Fairburn NoneThat's all clear. Anything you need from Natasha?
- Hamza Akhtar NoneJust that sign off for the mailbox. I'll mention it to Hollie as well so the check-in picks it up.
- Josh Fairburn NoneLovely. Thanks Hamza, speak next week.
- Hamza Akhtar NoneThanks Josh, take care. Bye.
- Hamza Akhtar NoneOh, and Josh, one last thing, I'll send the notes over today. Bye.
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