Hollowmere Care Group / BB-Demo – Onboarding
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Hollowmere Care Group: documents · 2026-06-11 11:45
Onboarding call on 11 Jun 2026. Natasha Pryor will only put a dashboard in front of her board if every figure shows its source. Enterprise is live with about a dozen active users against 170 licences, and a second admin is still to be named.
What was said
What this says
Current to 11 Oct 26Onboarding call on 11 Jun 2026. Natasha Pryor will only put a dashboard in front of her board if every figure shows its source. Enterprise is live with about a dozen active users against 170 licences, and a second admin is still to be named.
What happened: Hamza Akhtar reviewed live connectors, usage and the plan with Natasha Pryor and Josh Fairburn. The first per-home page was shown as a draft and Natasha said it was close to what she wanted.
Customer view: Natasha's test is the evidence trail on every number. She wants the commissioner use proved first, in small training groups, and wants to see the page before anyone else.
Commercial: Enterprise started on 1 Apr 2026 with 170 licensed users and only about a dozen active, so there is wide room to grow. Single sign-on is included and not yet switched on.
Watch: Josh is the only admin and a second is not yet named. Natasha also noted one region looked light in the incidents feed, and Hamza will check the mapping.
Themes
Current to 9 Oct 26Theme
evidence trail, early adoption
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- Hamza Akhtar to check the region mapping, send the single sign-on note for IT and deliver the first per-home page within a couple of weeks.
- Josh Fairburn to send the list of loudest homes and the messy incident values.
- Natasha Pryor to name a second admin.
Risks
Current to 9 Oct 26- Josh Fairburn is the only admin and no second admin has been named yet.
- Older incident category values are inconsistent and need mapping before pages are shown outside the team.
- Natasha said records for one region looked light, which Hamza attributes to home coding but has yet to confirm.
Opportunities
Current to 9 Oct 26- Only about a dozen people are active against 170 licensed users, so roll-out to home managers has headroom.
- Single sign-on is included in Enterprise and can be switched on once IT is ready.
- A per-home page proving commissioner reporting would show value to the board.
Transcript
Hamza Akhtar NoneHello, can you hear me all right? I've got Natasha here, and Josh, I think you're just coming in.
Natasha Pryor NoneI can hear you fine. Josh is still fighting the meeting room, I can see him on the other tab.
Josh Fairburn NoneSorry, sorry. The room was double booked, so I've gone back to my desk. Morning both. Can you hear me?- Hamza Akhtar NoneLoud and clear. Morning, Josh. No rush at all, we've got the whole slot. Right, what I wanted to do today is pretty simple. Where the brain is now, which sources are live, who looks after what on your side, and what the next few weeks look like. Natasha, anything you need to add before I start?
- Natasha Pryor NoneYes, let me open with the problem I want solved this month. The commissioners keep asking us for family contact and incident history per home, and at the moment it's a handful of spreadsheets and a lot of chasing people by email. I've done this before, so I know it can be done properly. But what's the evidence trail on every number? That's what I care about.
- Hamza Akhtar NoneThat's the right place to start, and it's how the brain is built. Every answer links back to the record it came from, so if someone asks where a figure came from, you click through to the source.
- Natasha Pryor NoneGood. Because I won't put a dashboard in front of our board unless I can show where it came from.
- Josh Fairburn NoneYeah, that's the thing I get asked most. Where did you get that from.
- Hamza Akhtar NoneRight. So, quick state of play. You're on Enterprise, you started on Wednesday 1 April 2026, and you have 170 licensed users. Over the last month I'd say a dozen or so people have been active on average, which is a big step up on the previous quarter. That's what we like to see this early on.
- Natasha Pryor NoneA dozen sounds about right. It's mostly my team and a few of the home managers who got curious.
- Hamza Akhtar NoneAnd only two tickets raised in that time, neither of them urgent, so nothing sitting on my desk that worries me.
- Josh Fairburn NoneThose were mine, I think. One was just me not finding where to set something up. Sorted now.
- Hamza Akhtar NoneYeah, that's fine, that's what the queue is for. Okay, let me share my screen. Can you see the connector list?
- Natasha Pryor NoneYes, I can see it.
- Hamza Akhtar NoneSo these are the sources connected so far. The CRM where family and commissioner contact is logged, the incident system, and the accounting system for the fee invoices. Those three are the ones you told us mattered most, per home.
- Natasha Pryor NoneAnd the incidents feed, is that loading every night? Because last time I looked, the records for one region looked a bit light.
- Hamza Akhtar NoneTo be precise, it's loading nightly and the refresh completes by seven in the morning your time on business days. If one region looked light, that's more likely how the homes are coded than a missing load. I'll check the region mapping and put that in writing for you.
- Natasha Pryor NoneThanks. Let's start with the homes that shout loudest. We have a handful that generate most of the contact and most of the incidents. If the brain gets those right first, everyone will trust the rest.
- Josh Fairburn NoneI can pull the list of those. I've got it roughly in my head but I'd rather give you the proper list so we're not guessing.
- Hamza Akhtar NoneThat'd be great, Josh. A short list is perfect. We can build the first pages around them and widen out from there.
- Natasha Pryor NoneCan I ask about the page view per home? What I'd love is one page where I pick a home and see family contact, incidents and the fee invoices side by side, with the commissioner for that home on top.
- Hamza Akhtar NoneYes, that's doable. Let me show you a draft I've put together from your data. This is one home. Contact history down the left, incidents in the middle, invoices on the right.
- Natasha Pryor NoneOh, that's close. Close to what I had in my head. Can the incidents be grouped by type? Not just a long list.
- Hamza Akhtar NoneGrouped by whatever category your incident system uses. I'll build it from that field so the grouping matches what your teams already say.
- Josh Fairburn NoneThat field has a few inconsistent values from the older records. I'd want to tidy those before we show it to anyone outside.
- Hamza Akhtar NoneFair point. Could you send me a list of the values you know are messy? We can map them in the brain without touching your source system. Your data stays where it is, in your Snowflake account.
- Josh Fairburn NoneOkay, I can do that this week. I'll sort it today if I get a gap.
- Natasha Pryor NoneHamza, who is going to be the admin on our side? Because I don't want it all landing on Josh and then he's off on holiday and nobody can change anything.
- Hamza Akhtar NoneGood thinking. Josh is the admin now. I'd strongly suggest a second one, so you're not relying on a single person. That can be someone in your team or in IT, and it's a ten minute job to add.
- Natasha Pryor NoneLet me think about who. Probably someone in my team, a colleague who already works with the incident data. I'll come back to you on that.
- Hamza Akhtar NonePerfect. And on sign-in, Enterprise includes single sign-on, so when your IT team is ready we can switch that on so people use their normal work login.
- Josh Fairburn NoneI'll need to loop in a colleague in IT for that. They'll have questions. Is there something I can send them in writing?
- Hamza Akhtar NoneYes, I'll send a short note you can forward, with what they need to do and what we do. If they have anything more technical, I'll bring Hannah in, she looks after our security reviews.
- Natasha Pryor NoneGood. Now, training. I don't want to run a big session nobody remembers. Can we do small groups, with real questions from the homes?
- Hamza Akhtar NoneAbsolutely. Small groups with their own questions works much better. We'd start with the people who handle commissioner queries, since that's the use you want proved first.
- Natasha Pryor NoneYes, exactly that. Then the home managers, once the pages are right. I don't want anyone seeing a page that's half finished.
- Josh Fairburn NoneCan I ask something slightly off topic? If I change the fee invoice view, does it affect anyone else's page?
- Hamza Akhtar NoneShort answer, only if it's a shared page. The longer answer is that you can copy a page and edit your own version, and only publish when you're happy. I'll show you that when we next talk.
- Josh Fairburn NoneGreat, that makes me feel better about experimenting.
- Natasha Pryor NoneRight. So what's the plan? Let's make this concrete about the next couple of weeks. Who does what.
- Hamza Akhtar NoneOkay. From me: the region mapping check, the note for IT on single sign-on, and a first version of the per home page with the incident grouping. From Josh: the list of loudest homes and the messy incident values. From Natasha: a name for the second admin.
- Natasha Pryor NoneThat's it. And I'd like to see the page before anyone else does, with the source for every figure shown.
- Hamza Akhtar NoneUnderstood. Source on every figure, you see it first. I'll get it to you in a couple of weeks at the latest, sooner if Josh's list comes through quickly.
- Josh Fairburn NoneIt will. Thanks, Hamza. This is much clearer than where we were a few weeks ago.
- Hamza Akhtar NoneBrilliant, thanks both. Speak soon. Have a good rest of the day.
- Natasha Pryor NoneThanks, Hamza. Thanks, Natasha, bye.
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