Delancey Haig / BB-Demo – Onboarding
Callcompleted
Delancey Haig: documents · 2024-07-16 16:30
Onboarding call with Delancey Haig on Growth. Adoption is thin, four sources are planned for the first wave, access depends on IT and finance, and the mailbox is deferred. Saskia Mendes left feeling better about it.
What was said
What this says
Current to 11 Oct 26Onboarding call with Delancey Haig on Growth. Adoption is thin, four sources are planned for the first wave, access depends on IT and finance, and the mailbox is deferred. Saskia Mendes left feeling better about it.
What happened: Callie Brennan set the connector order for the first wave: CRM, placements system, accounting system and helpdesk. SharePoint is planned for a second wave.
Customer view: Saskia Mendes said adoption is thin and the directors have not logged in. She also noted that the helpdesk alone will miss complaints that arrive by email.
Commercial: Callie confirmed Growth at £41,800 a year with forty users and eight connectors. Single sign-on was named as an Enterprise feature, which Holly Tranter will flag to IT.
Watch: Holly is the only admin, and the Snowflake role depends on an IT colleague. Callie advised two admins, and the colleague is the proposed second.
Themes
Current to 9 Oct 26Theme
Growth onboarding and access
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan sends the written access request for IT and the field-list note for finance the day after the call.
- Saskia Mendes arranges placements system access by Friday and picks two or three test clients.
- Holly Tranter forwards the Snowflake request to IT and asks a colleague to be second admin.
Risks
Current to 9 Oct 26- Adoption is thin and the directors have not yet logged in.
- Access depends on IT and finance teams that Holly Tranter does not control.
- Complaints sent by email will be missed until the mailbox is connected.
Opportunities
Current to 9 Oct 26- Single sign-on is an Enterprise feature if IT makes it a requirement.
- A second-phase mailbox connector and SharePoint would deepen use of the eight connectors on Growth.
Transcript
Callie Brennan NoneHello, hello. Can you hear me alright? I've got the recording going, just so you know.
Saskia Mendes NoneLoud and clear. Hi Callie. Holly's just joining, I think she's on mute.
Holly Tranter NoneHi, sorry, yes. The meeting room screen fought me for a minute. Can you both hear me?- Callie Brennan NonePerfect. Good afternoon, both. Thanks for making time at this end of the day, I know Tuesdays get away from people.
- Saskia Mendes NoneOh, you have no idea. Quick story from this week, actually, and it's why I'm keen on all this. One of our client-account directors went into a review on Monday and the client opened with a complaint she'd never heard about. It had been sitting with someone in billing for days. She had the vacancies, she had the placements, and she was blindsided by an invoice query.
- Holly Tranter NoneMm. That's the one about the contractor timesheets, isn't it?
- Saskia Mendes NoneThat's the one. So, the directors need this, and I'd like them to have it sooner rather than later. Sorry, I've launched straight in.
- Callie Brennan NoneNo, that's a good place to start, honestly, because that's the picture we're building towards. So let me give you the plan for the next forty minutes or so. First, a quick look at where we are and who owns what on your side. Second, the connectors: which sources we connect, in what order, and what I need from your side for each. Third, what happens at the first refresh. And last, how we hand the day to day over to Holly so you're not relying on me.
- Holly Tranter NoneThat sounds sensible. I should say up front, I'm the person who'll be doing most of the clicking, and I've not seen the product beyond the demo recording Saskia sent round.
- Callie Brennan NoneThat's fine, that's exactly what today is for. Saskia, just to set the frame, you're on Growth, so forty users and eight connectors. The contract is for £41,800 a year, and the implementation runs over about eight weeks. We're at the start of that now.
- Saskia Mendes NoneRight. And I'll be straight with you, adoption is thin at the moment. A handful of us have logged in and had a poke around. The directors haven't. I'm not going to pretend otherwise.
- Callie Brennan NoneWhich is normal before a first refresh, there's nothing in there worth looking at yet. So our job is to get the data landing cleanly, and then the directors will have a reason to come in. Can we start with the sources? Holly, did you get the checklist I sent over last week?
- Holly Tranter NoneI did. I've got it open. I haven't done all of it, so bear with me.
- Callie Brennan NoneNo problem. Let me share my screen so we're looking at the same list. Give me a second.
- Callie Brennan NoneOkay, can you see it? That's the connector plan. There's a column for the system, a column for the access I need, a column for who gives it, and a date against each one.
- Holly Tranter NoneYes, I can see that. It's a bit small but I've got my own copy.
- Callie Brennan NoneGood. So, first things first. Everything lands in your Snowflake account, so before anything else I need to know the Snowflake side is ready. Holly, you're the admin there?
- Holly Tranter NoneI'm the admin for the business systems, yes. For Snowflake itself it's me and a colleague in IT. He's the one who created the account, so I'd want him on a call before anything gets switched on.
- Callie Brennan NoneThat's useful. What I need from your side is a dedicated role and warehouse for the brain, created by whoever holds that, and the details sent to me in writing. I don't start a connector without written access, it saves everyone grief later.
- Saskia Mendes NoneCan we make it simpler? Is it a case of Holly emailing IT and IT sending you something?
- Callie Brennan NonePretty much. I'll write the exact request so Holly can forward it as it is, and IT only has to tick through it. Nobody has to translate.
- Holly Tranter NoneThat would help. He's lovely but he's got a queue as long as my arm.
- Callie Brennan NoneUnderstood. I'll send that tomorrow, so you've got the rest of the week to get it done. Right, the sources. Top of the list is the CRM, because that's where your clients and your vacancies live. Which one are you using for the client relationships, Holly, and who owns it?
- Holly Tranter NoneThe CRM is ours, I look after it. I can create a service user with read access. The vacancies and placements sit in a separate placements system though, which is a different team's. So that's two.
- Callie Brennan NoneGood, I'm glad you said that, because it changes the order. So the CRM first, then the placements system. Does the placements system give us a read-only way in, do you know?
- Holly Tranter NoneI think so. There's a reporting login the operations team use. I'd have to check whether that's what you'd want, or whether we ought to ask for something properly set up.
- Callie Brennan NoneA proper one, please. A shared reporting login tends to get its password changed and then the refresh fails at three in the morning and nobody knows why. A named service account is much cleaner.
- Saskia Mendes NoneI'll chase that one. The placements system belongs to my team's side of things, so that's on me. Put my name against it.
- Callie Brennan NoneLovely. Saskia against the placements system. And I'll put a date next to it so it doesn't float. Would end of this week be fair?
- Saskia Mendes NoneFriday. Yes. If it slips I'll tell you on Friday, not the week after.
- Callie Brennan NoneGreat, thank you. That's a habit I like. Now, invoices. You mentioned in the order discussions that the invoices matter, and the contractor-invoice disputes especially. Where do those sit?
- Holly Tranter NoneIn the accounting system, which finance own. I don't have admin on it at all. I'd be asking our finance team, and they're quite careful about it, understandably.
- Callie Brennan NoneUnderstandably, yes. What I'd ask is a read-only user, and nothing that can write back. We never write to the accounting system, we only read. If it helps I can put that in a short note for finance, so they can see exactly what is and isn't touched.
- Saskia Mendes NonePlease do. What did the finance team actually say when you spoke to them in the sales stage? I wasn't in that conversation.
- Holly Tranter NoneI wasn't either, but I gather they were fine with the idea, as long as it's read-only and they can see the list of fields in advance.
- Callie Brennan NoneThat's easy, I'll put the field list in the note. So that's the accounting system, owner on your side is finance, and Holly is the go-between. Holly, are you comfortable being that?
- Holly Tranter NoneYes. I'd rather be the one in the middle than have three people emailing you separately.
- Callie Brennan NoneThat makes my life a lot easier, thank you.
- Callie Brennan NoneRight, complaints. This is the one I'm most interested in for Saskia's story. Where do client complaints get logged at the moment?
- Saskia Mendes NoneHonestly, in a few places. Some go in the helpdesk, which is the formal route. A lot arrive by email to the account director and never get logged at all. That's half the problem.
- Callie Brennan NoneOkay, so I want to be careful here, because the brain can only show what's been recorded. If the complaint only lives in somebody's inbox, we'll only see it if the mailbox is connected, and that's a bigger conversation about privacy and who agrees to it.
- Holly Tranter NoneRight. That's something I'd need to take to our compliance people, I think. Not today.
- Callie Brennan NoneNot today, agreed. Let's start with the helpdesk, because that's already structured and it maps cleanly. We can come back to email once you've seen what the brain does with the first sources. Is that fair, Saskia?
- Saskia Mendes NoneFair. Though I'll say this, if we only get the helpdesk we'll still miss the Monday story. I'd like to come back to that in a few weeks.
- Callie Brennan NoneNoted, and I'll put it on the list as a second phase so it doesn't get lost. Daniel, your customer success manager, will be the one to pick that up with you once we're live, because it's more about how you use it than the plumbing.
- Saskia Mendes NoneDaniel Okafor. Yes, we've met. Good.
- Callie Brennan NoneSo that's four sources for the first wave: CRM, placements system, accounting system and helpdesk. You've got eight connectors in the plan, so plenty of room for later. Any I've missed that matter in the first month?
- Holly Tranter NoneDocuments, maybe. We have a shared drive with the client contracts and the terms of business, and the directors are always hunting for those.
- Callie Brennan NoneYes, that's a sensible fifth. Is that in Microsoft 365 or somewhere else?
- Holly Tranter NoneSharePoint, yes. It's in Microsoft 365.
- Callie Brennan NoneGreat. SharePoint goes in as the fifth, but I'd put it in the second wave, because document folders are where permissions get untidy. I'd want you to tell me which sites are fair game before I touch any of it.
- Holly Tranter NoneYes, that's definitely a conversation. There are some folders that nobody outside HR should ever see.
- Callie Brennan NoneExactly. And that's a good habit for the whole thing: we only bring in what you've said yes to, in writing, and Holly can see the list at any time.
- Saskia Mendes NoneCan I ask a practical one? When the directors do finally open this, what will they actually see on day one? I don't want to over-promise to them and then have a blank page.
- Callie Brennan NoneGood question, and the honest answer is: after the first refresh, you'll have a page per client with the vacancies, placements, invoices and any helpdesk tickets together, and you can ask it questions in plain English. What it won't have on day one is history from sources we haven't connected, and it won't be right until we've checked the mapping with you.
- Saskia Mendes NoneOkay. That I can tell them. A page per client, built from four sources, and we'll check it together.
- Callie Brennan NoneYes. And I'd actually suggest you pick two or three clients as test cases. Ones you know really well. Then when the first refresh lands, you can check the page against what you know to be true.
- Saskia Mendes NoneI like that. I'd pick the one with the contractor dispute, because I know exactly what that page ought to say.
- Holly Tranter NoneAnd maybe a boring one, as a control. A client where nothing has gone wrong.
- Callie Brennan NoneOh, that's a really good idea. A quiet one and a noisy one. Holly, you've done this before, haven't you?
- Holly Tranter NoneOnly with reports. Same principle, really. If it's wrong on the dull one, it's wrong everywhere.
- Callie Brennan NoneRight, let me go through the mapping side, because this is where the time goes. When we pull the CRM in, your client names need to match across systems. If a client is spelled one way in the CRM and another way in accounting, the brain will treat them as two clients.
- Holly Tranter NoneAh. We have that. It's quite common, actually, with the old group companies. Same client, three names.
- Callie Brennan NoneOkay, so that's a real thing to plan for. What I'd do is take a sample from each system before we switch anything on, and look at how the names line up. Then we agree a rule, and I write it down in the setup note, so there's no guessing later.
- Saskia Mendes NoneIs that something Holly needs to do, or is that you?
- Callie Brennan NoneMostly me. What I need from Holly is an export of the client list from each system, just the names and whatever reference each system uses. Nothing sensitive, no money, no personal details. I'll tell her exactly which columns.
- Holly Tranter NoneThat I can do quickly. Is there a format you'd prefer?
- Callie Brennan NoneA spreadsheet is perfect. One tab per system if you like.
- Holly Tranter NoneSorry, one more thing on that. If the same client is under three names, who decides which is the right one? Because I can guess, but the account directors may disagree.
- Saskia Mendes NoneThat's me, then. If it's a naming argument, bring it to me and I'll rule on it. I'd rather have one person decide than a committee.
- Callie Brennan NoneBrilliant. That's a decision owner, so I'll write that down. Saskia decides on client naming, Holly prepares the lists, I propose the matching rule.
- Saskia Mendes NoneDon't tell Rupert I've given myself more power.
- Callie Brennan NoneHa. My lips are sealed. Mind you, he's on the list as a stakeholder, so he'll see it in the plan.
- Saskia Mendes NoneWell. That's fair.
- Callie Brennan NoneLet's talk about the first refresh itself, because I want you both to know what to expect. Before we switch on the refresh, I do a dry run on a small slice of data. Nothing is visible to your users. I check that records are arriving, counts look sensible, and nothing is failing quietly.
- Holly Tranter NoneAnd how will I know it's gone right? Is there something I can look at?
- Callie Brennan NoneYes. There's an admin view with each connector, its last run, and how many records it indexed. I'll walk you through it in a moment. The thing to watch is whether the record count keeps climbing after the first load. If it goes flat for a while, that usually means a source has stopped loading, often because somebody changed something in that system.
- Holly Tranter NoneWhich will happen. We change the CRM all the time.
- Callie Brennan NoneIt does, and that's nobody's fault. The ask is just: if you're changing fields or permissions on a connected system, drop a line to the support desk or to me while I'm on the project, and we'll check the mapping still holds.
- Holly Tranter NoneOkay. I'll add it to our change checklist, so it doesn't rely on my memory.
- Callie Brennan NoneThat's exactly the right instinct.
- Callie Brennan NoneOkay, I'm going to flip to the admin view so you can see it. One moment while I load it up.
- Callie Brennan NoneThere we are. This is a demo workspace, not yours, so ignore the names. Down the left you've got the connectors, each with a status. Green is running, amber is a warning, red is failed. In the middle, the last run time and the number of records. And over here, the users and who's an admin.
- Holly Tranter NoneRight. So I'd be looking at the amber ones first thing in the morning?
- Callie Brennan NoneYes. The nightly refresh should be complete by seven in the morning, your time, on business days. So a quick look at about that time tells you whether you've got a clean start to the day.
- Saskia Mendes NoneCan I ask, how many admins should we have? I'd rather not have only Holly. She goes on holiday.
- Holly Tranter NoneI do. Occasionally. Fair point.
- Callie Brennan NoneStrong point, actually. I'd always say two. One main, one cover. Does anyone come to mind, Holly, someone who understands the systems?
- Holly Tranter NoneMy colleague in IT would be the natural one, since he's in Snowflake anyway. I'd have to ask him.
- Callie Brennan NoneThat sounds ideal. If you can ask him this week, I'll add him as the second admin when we do the user set up.
- Saskia Mendes NoneRight, users. We've got forty seats. I won't need forty for a while. The directors, a few people from operations, finance for the invoice side. What's sensible for the start?
- Callie Brennan NoneI'd start small and deliberate. Directors who will actually use it, plus whoever can sanity check the data. A group of fifteen is a nice size, but you decide. People who are given access without a reason tend not to come back.
- Saskia Mendes NoneYes. I've seen that with other tools. Everyone gets a login, nobody uses it, and then we're asked why we're paying for it.
- Callie Brennan NoneSo you'd rather have a smaller group who ask questions every week. And you can add the rest whenever you want, there's no penalty for starting small.
- Saskia Mendes NoneGood. Then it's the directors and a few of us. I'll draft a list and send it to Holly.
- Holly Tranter NoneOn sign-in, will people use their normal work login? Because if they have to remember another password, it won't get used.
- Callie Brennan NoneGood one. On Growth, people sign in with an email and password, or a link to their email. Single sign-on is an Enterprise feature, so it's not part of your plan. If that becomes a requirement we can talk about it, but for forty users it's usually fine.
- Holly Tranter NoneOkay. That's fine for now. I'll flag it to our IT lead, in case he has a view.
- Callie Brennan NonePlease do. Better to know early.
- Callie Brennan NoneLet me recap the actions, because we've covered a fair bit and I'd hate for any of it to drop. Tell me if I've got any of this wrong. Holly, you'll forward the Snowflake request to IT, and ask your colleague about being second admin. That's this week.
- Holly Tranter NoneYes. And I'll set up the CRM service user, and send the client name lists, one tab per system.
- Callie Brennan NoneLovely. Saskia, the placements system access by Friday, and you'll rule on client naming when it comes up. And you'll pick two or three test clients, a noisy one and a quiet one.
- Saskia Mendes NoneYes. The contractor dispute one, and a dull one. I'll send Holly the names tomorrow.
- Callie Brennan NoneAnd from me: tomorrow I send the written access request for IT, the short note for finance with the field list, and the setup checklist, updated with the dates we've agreed today. I'll also write up the plan so the order of the connectors is in one place.
- Holly Tranter NoneThat would be great. I'll keep everything in one folder so I don't lose track.
- Saskia Mendes NoneCan I ask about timing? When can I tell the directors they'll see something? I'd like to give them a date, even a rough one.
- Callie Brennan NoneI'd rather not promise a date until the access has come through, because that's what drives it. Realistically, if the access arrives by the end of next week, then the first refresh on the first sources is a matter of days after that. Then we check it with you, and then it's something the directors can have a look at.
- Saskia Mendes NoneSo, tell them a few weeks, and promise nothing else.
- Callie Brennan NoneYes, that's honest, and it's what I'd say. And I'd rather you under-promise and it turns up early.
- Saskia Mendes NoneHa, fine by me.
- Holly Tranter NoneOne more question, if there's time. When you've finished, when the project is over, what do I have? Is there a document I can pass on if I'm off or I move on?
- Callie Brennan NoneYes, and that's important to me. I never hand over without a setup note. It lists every connector, what it reads, the account it uses, who owns it on your side, the naming rules we agreed, and what to do when something turns amber. It's written so that someone who wasn't on this call could pick it up.
- Holly Tranter NoneThat's exactly what I'd want. Last place I worked, the person who built the reports left and nobody knew how any of it worked.
- Saskia Mendes NoneWe've had that here too. More than once. That's partly why I pushed for this.
- Callie Brennan NoneThen we're pointing at the same thing. The aim is that Holly can run it without me, and that if she's away, the second admin can too.
- Saskia Mendes NoneRight, anything else from you, Callie? Because I've got a call at the top of the hour, and I want to make sure I haven't skipped something.
- Callie Brennan NoneJust one. Is there anyone else who should be on the next call? Somebody from finance, or IT, perhaps? It might save a round of emails.
- Holly Tranter NoneProbably yes. Both, actually. I'll ask them for a slot, and I'll tell you who's coming. Would a short call be okay? Half an hour?
- Callie Brennan NoneHalf an hour is plenty. Ideally in the middle of next week, once you've forwarded the requests. I'll send you a couple of times that work for me.
- Holly Tranter NonePerfect.
- Saskia Mendes NoneGood. I feel better about this than I did an hour ago. Which is saying something, because I was quite wound up about Monday.
- Callie Brennan NoneThat's understandable, and it's a very good example for us to build around. We'll make sure the first test page answers that exact question: what did the client actually say, and has anyone replied?
- Saskia Mendes NoneYes. That's it exactly. Thank you.
- Holly Tranter NoneThanks, Callie. I'll get the forward off to IT as soon as I'm off this call, so it's not sitting on my list overnight.
- Callie Brennan NoneBrilliant. If anything's unclear in what I send tomorrow, just ask. It's much quicker to ask than to guess, and I'd rather get a question than a surprise.
- Saskia Mendes NoneWill do. Right, I'll let you both go. Thanks, Callie, this was really useful.
- Callie Brennan NoneMy pleasure. Thanks, both. Speak soon, and good luck with the rest of the day.
- Holly Tranter NoneBye, both.
- Saskia Mendes NoneBye, bye.
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