Hollowmere Care Group / BB-Demo – Onboarding
Callcompleted
Hollowmere Care Group: documents · 2026-06-17 09:45
Onboarding call on 17 Jun 2026 with Josh Fairburn. Interest in the brain is growing and Josh says it is going better than expected. A connector issue was a permissions fix. Only one admin exists and the rollout is staged.
What was said
What this says
Current to 11 Oct 26Onboarding call on 17 Jun 2026 with Josh Fairburn. Interest in the brain is growing and Josh says it is going better than expected. A connector issue was a permissions fix. Only one admin exists and the rollout is staged.
What happened: Hamza Akhtar walked Josh Fairburn through connector status. The family contact log was amber after a stalled first run, traced to a service account permission on the export, now widened.
Customer view: Josh reports that everyone is suddenly interested in the brain. He says the onboarding is going better than he expected.
Commercial: The licence has one hundred and seventy users and only a first wave is invited, so there is headroom. Hamza advised starting with home managers and the quality team, and booking single sign-on before the wider rollout.
Watch: Josh is effectively the only admin, which is a key-person risk. He is considering an IT colleague as a second admin.
Themes
Current to 9 Oct 26Theme
onboarding rollout and admins
Importance
praise
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Josh sends the home name list and the list of loud homes in the North East.
- Hamza sends an IT checklist today and the team watches the family contact log refresh that night and the next day.
- Josh decides on a second admin and books single sign-on with his IT colleague.
Risks
Current to 9 Oct 26- Josh is effectively the only admin, so nobody else can fix a connector if he is away or moves on.
- The family contact log connector is still being watched after a stalled first run.
- The home name mapping across systems is not finished, so training is waiting on it.
Opportunities
Current to 9 Oct 26- With one hundred and seventy licensed users and a first wave only, there is room to widen use to home managers and the quality team.
- Single sign-on before the wider rollout would deepen adoption on the Enterprise tier.
Transcript
Hamza Akhtar NoneMorning Josh, can you hear me alright?
Josh Fairburn NoneYeah, loud and clear. Morning. Sorry, give me a second, I'm just closing a spreadsheet that's been open since Monday.- Hamza Akhtar NoneNo rush. How's the week been?
- Josh Fairburn NoneBusy. Everyone's suddenly interested in the brain, which is good, but my inbox doesn't agree.
- Hamza Akhtar NoneHa, that's the sort of problem we like. So today I thought we'd go through where the connectors are, who's been invited, and what's still on your list. Does that match what you had?
- Josh Fairburn NonePretty much. I also wanted to ask about the admin side, because at the moment it's basically just me and I don't love that.
- Hamza Akhtar NoneFair. We'll come to that. Let me share my screen first so we're looking at the same thing. Give me a moment.
- Hamza Akhtar NoneRight, you should see the connector page. Green ones are loading nightly, amber is configured but hasn't completed a full run, and anything grey is still to be set up.
- Josh Fairburn NoneOkay, so most of it's green. The family contact log is the amber one, isn't it?
- Hamza Akhtar NoneThat's the one. It's loading, but the first full run stopped part way through. That's what your ticket was about, the high priority one.
- Josh Fairburn NoneYeah, I raised it because I thought we'd broken something on our side. Turns out it was a permissions thing on the export?
- Hamza Akhtar NoneMm, the service account could see some homes but not all of them. Once your IT colleague widened it, the run picked up. I'd like to watch tonight's refresh before I call it closed, though.
- Josh Fairburn NoneSure. I'll keep an eye on it tomorrow as well. Is there a way I can see it myself without asking you?
- Hamza Akhtar NoneYes, and that's worth showing you now. Click the connector name and then run history. Each run shows records read and records indexed, and if the number sits flat for a few days that's the brain going stale, even if nobody's complained.
- Josh Fairburn NoneRight, so flat is the thing to watch, not low.
- Hamza Akhtar NoneExactly. Trajectory over level. Now, the incidents feed and the fee invoices both look healthy. Per home, the mapping is where I'd like your eyes.
- Josh Fairburn NoneYeah, so about forty homes, and a few of them are known by two names in different systems. Historic stuff. I've got a list.
- Hamza Akhtar NoneBrilliant, send me that list and I'll build the mapping table with you rather than guessing. Better you decide which name wins than us.
- Josh Fairburn NoneWill do. Can I ask about users? We've got a licence for one hundred and seventy, and I've invited a first wave, but I'm not sure who should be next.
- Hamza Akhtar NoneYes, the licensed users figure is one hundred and seventy, so there's loads of headroom. My suggestion is don't open the floodgates. Start with the people who ask commissioner and family questions every week, home managers and the quality team, and let them tell the others.
- Josh Fairburn NoneThat's roughly what Natasha said too. Start with the homes that shout loudest, her words.
- Hamza Akhtar NoneHa, sensible. So who are the loud homes?
- Josh Fairburn NoneA handful in the North East. Lots of incident reports, lots of calls from families. I'll pull the names.
- Hamza Akhtar NoneWhile you do that, I'll set up a group in the admin console so you can invite them in one go. See, here, you add the email addresses and pick the role. User is fine for nearly everyone.
- Josh Fairburn NoneOkay, that's easy enough. And the admin thing, can I make a second person an admin?
- Hamza Akhtar NoneYou can, and I'd recommend it. If you're away or you move on, nobody can fix a connector. Pick someone technical enough to read a run history, not necessarily a data person.
- Josh Fairburn NoneHmm. I'll have a think. There's someone in IT who might want it.
- Hamza Akhtar NoneGood. Since you're on Enterprise, single sign-on is also part of the plan. It'd save people another password. Do you want to book that in with your IT colleague?
- Josh Fairburn NoneYes please. I'd rather do it before the wider rollout than after.
- Hamza Akhtar NoneThen that's the plan. I'll send a short checklist for the IT side today. You send me the home name list and the loud homes list. We watch the family contact log tonight and tomorrow.
- Josh Fairburn NoneAnd training for the quality team?
- Hamza Akhtar NoneNext call. Let's get the mapping done first so the training uses real homes. Anything else on your mind?
- Josh Fairburn NoneNo, that's good. Thanks Hamza, this is going better than I expected, to be honest.
- Hamza Akhtar NoneGlad to hear it. Speak soon, Josh.
- Hamza Akhtar NoneSorry, Josh, still there? The recording's been running while we worked through the mapping table. That's the last of it, I think. Cheers, bye for now.
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