Delancey Haig / BB-Demo – Onboarding
Callcompleted
Delancey Haig: documents · 2024-07-24 10:00
First onboarding call with Delancey Haig. Three connectors planned, finance access still blocked, one admin only. Saskia Mendes says only about three people use a licence bought for forty directors, and she is under pressure to show value.
What was said
What this says
Current to 11 Oct 26First onboarding call with Delancey Haig. Three connectors planned, finance access still blocked, one admin only. Saskia Mendes says only about three people use a licence bought for forty directors, and she is under pressure to show value.
What happened: Callie Brennan walked through connector access, field mapping and owners. The CRM access email was due that afternoon, while finance had not yet given access to the accounting system.
Customer view: Saskia said the licence was bought for forty directors and only she, Holly Tranter and perhaps one other person had looked. Holly said the brain is empty at the moment, so people try it once and leave.
Commercial: Saskia noted the licence is paid for and the directors keep asking when they can use it. Callie confirmed a billing item shows as overdue, and Saskia said it is in the payables queue and she would sort it that week.
Watch: Holly is the only admin and the only systems person. Callie advised a second admin and a small first group of directors once real client data has landed.
Themes
Current to 9 Oct 26Theme
Onboarding and low adoption
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- Saskia Mendes to get finance access moving, clear the overdue invoice and name three directors by the end of the following week.
- Holly Tranter to send the CRM access email that afternoon and the duplicate client list by Friday.
- Callie Brennan to send the setup note that day and pass the invoice reference to Daniel.
Risks
Current to 9 Oct 26- Only about three people use a licence bought for forty directors, and the sponsor is under pressure from the board to show value.
- Finance has not given written access to the accounting system, and an overdue BB-Demo invoice may be making finance cautious.
- Holly Tranter is the only admin, so one absence leaves nobody able to fix a connector.
Opportunities
Current to 9 Oct 26- Three or four sponsor-chosen directors can validate the first refresh and become advocates for wider rollout across the Growth tier.
- A shared mailbox rule for complaints and later connectors could deepen use once the first three connectors are trusted.
Transcript
Callie Brennan NoneHello, hello. Can you hear me all right? I've got the little green bar moving on my side.
Saskia Mendes NoneLoud and clear. Morning, Callie. Holly's just coming in, she's been wrestling with the meeting room screen.
Holly Tranter NoneMorning, sorry. Yes, I'm here. The room screen won't take a second input so I've given up and I'm at my desk. Can you hear me?- Callie Brennan NonePerfectly. Right, lovely, everyone's here. Before we start, how's the week been? It's chucking it down in my part of London.
- Saskia Mendes NoneSame here, I got soaked coming in. Honestly, my week's been a story. One of our contractors disputed an invoice on Monday and the client-account director had no idea. Nobody had put the placement, the timesheet and the complaint side by side. It took two days to untangle.
- Callie Brennan NoneAh. That's exactly the sort of thing the brain is meant to catch early, so it's a useful one to have in mind today. Mm. Okay, let me give you the plan for the next hour, or rather the next forty-five minutes.
- Callie Brennan NoneThree things. First, where we are with the connectors, what's connected and what I'm still waiting on. Second, the field mapping, so that a client in your CRM is the same client in the other systems. Third, who does what before we switch on the refresh. Does that sound right to you both?
- Saskia Mendes NoneSounds right. Can I add something at the end though? I want to talk about adoption. I'd rather say it out loud than have it sit there.
- Callie Brennan NonePlease do. Let's make that the fourth item. Holly, shall I start with you? You've got the admin side.
- Holly Tranter NoneYes. So, I'm the only admin at the moment. Saskia put my name down at signing and I've been poking around, but honestly I've only really logged in a handful of times.
- Callie Brennan NoneThat's fine, that's normal at this stage. What I need from your side is, first, written access for each source. Not a verbal go-ahead on a call, an actual email or a ticket I can point to. I don't start a connector without it.
- Holly Tranter NoneUnderstood. So the CRM one I can do myself, I have admin rights there. I've drafted the email already, I just haven't sent it. I'll send it this afternoon.
- Callie Brennan NoneGreat. And that's the source with the vacancies and the placements?
- Holly Tranter NoneVacancies, placements, client records, yes. The contractor and candidate side sits in there as well.
- Callie Brennan NoneGood. That maps cleanly in my experience, but I'll check it properly once I can see the fields. I never say it's fine until I've looked. What about the invoices? Where do those live?
- Holly Tranter NoneThe accounting system. That's the one I can't authorise. It belongs to our finance team and, um, they haven't come back to me yet.
- Saskia Mendes NoneI need to jump in on that. I chased them last week and I'll chase again today. They're not being awkward, it's just month end and they've got a mountain.
- Callie Brennan NoneUnderstood. And while we're on finance, I should mention there's a billing item on our side that shows as overdue on your account. I can't speak to it, that's with Priya and Daniel, but I'd hate for it to be the reason finance is cautious about us.
- Saskia Mendes NoneYes. Yes, I know about that one. It's sitting in our payables queue. I'll sort it this week, I'm not going to pretend I hadn't seen it.
- Holly Tranter NoneI think it got stuck because the purchase order reference was on the old format. I'll mention that to the team as well.
- Callie Brennan NoneThat's really helpful, thank you. If you'd like, send Daniel the reference and he can reissue it with whatever they need. Two minutes of work and it stops being a thing.
- Saskia Mendes NonePerfect. Can we make that simpler, actually? Can I just forward you the finance email and you pass it on?
- Callie Brennan NoneForward it to me and I'll pass it straight to Daniel, yes. Okay, so the accounting connector is blocked on finance's written access. Let me write that down with today's date against it.
- Callie Brennan NoneNext, the complaints. The profile says you want client complaints sitting next to the vacancies and invoices. Where do complaints get logged?
- Holly Tranter NoneThat's the helpdesk. Well, it's meant to be. Honestly, half of them come in through account directors' inboxes and get logged late, or not at all.
- Saskia Mendes NoneWhich is half the problem, to be fair. What did the client actually say? Nobody can tell you because it's in someone's mailbox.
- Callie Brennan NoneRight. So there are two things there. One, I connect the helpdesk, which is straightforward once Holly confirms access. Two, there's a process point that's yours, not mine, which is getting complaints logged in the first place. The brain can only show what's in the source.
- Saskia Mendes NoneFair. Fair. I'll take that one. I'll talk to the directors.
- Holly Tranter NoneI can set up a shared mailbox rule, if that helps? Anything with a certain subject goes in as a ticket automatically.
- Callie Brennan NoneMm, that could work nicely. Let's not build it today, but put it on the list. Okay, let me share my screen and show you the mapping, because I think it's easier to see than to talk about. Bear with me a second.
- Callie Brennan NoneCan you see it? It's the mapping sheet. Left column is the field in your CRM, right column is where it lands in the brain.
- Holly Tranter NoneYes, I can see it. It's a bit small. Oh, that's better, thanks.
- Callie Brennan NoneSo the client name, the client owner, the vacancy, the placement date, those all line up one to one. That maps cleanly. The one I'm less sure about is this: the client identifier. In the CRM it's one thing, and I expect the accounting system uses a different code for the same client.
- Holly Tranter NoneIt does. It's a different code, and some clients have two or three entries because they've been trading under slightly different names over the years.
- Callie Brennan NoneOkay. That's useful to know before we switch on, not after. So what I'd suggest is Holly, you send me a short list of the clients you know have duplicates, even if it's only the ten that come to mind. I'll match those by hand and we agree the rule for the rest.
- Holly Tranter NoneI can do that. I'll write the ones I remember and ask the account directors for others. Is it a spreadsheet you want?
- Callie Brennan NoneA spreadsheet is perfect. Two columns, the name as it appears in the CRM and the name as it appears in the accounting system. Don't tidy it, I'd rather see the mess.
- Saskia Mendes NoneShe'll love that. Holly is allergic to untidy spreadsheets.
- Holly Tranter NoneI really am. But fine, I'll leave it messy. Just this once.
- Callie Brennan NoneBrilliant. Now, we've got eight connectors in the Growth tier, so there's room. You've said CRM, accounting system and helpdesk. Is there anything else you'd want in that first wave, or shall we keep it to those three and add later?
- Saskia Mendes NoneKeep it to three. Honestly, I'd rather the three work and people trust them than we connect everything and nobody believes the answers.
- Callie Brennan NoneI think that's the right call. Get the first refresh to land cleanly, then widen. Okay, I'll stop sharing. Now, on to who does what.
- Callie Brennan NoneFrom my side: I'll send a setup note today covering the three connectors, what I've got, what I'm waiting on and the date against each. I won't start the accounting connector until I have finance's access in writing, and I won't switch on the refresh until the helpdesk and CRM are both confirmed.
- Holly Tranter NoneAnd from me, the CRM access email this afternoon, the duplicate client list by Friday, and I'll confirm who in IT can approve the helpdesk side. I think that's me, actually, but I'll double check.
- Saskia Mendes NoneAnd I'll get the finance access moving, deal with the invoice and talk to the directors about logging complaints. Is that too much for one week?
- Callie Brennan NoneIt's a fair amount, but none of it is big. If the finance access slips, tell me early and we'll move the date rather than rush it. A late refresh is better than a wrong one.
- Saskia Mendes NoneAgreed. Right, can I do my adoption bit now?
- Callie Brennan NoneGo on.
- Saskia Mendes NoneSo. We bought this for forty people. The directors. I told everyone it would change how they prepare for client reviews. And right now, if I'm honest, it's me and Holly and maybe one other person who's had a look. That's not what I promised the board.
- Holly Tranter NoneIt's mostly because there's nothing in it yet. When I log in, it's quite empty. People try it once, see nothing useful and don't come back.
- Callie Brennan NoneYeah. That's really common, and it's a fair thing to be worried about. People often judge the tool on the first look. So I'd say don't invite the whole forty yet. Wait until the first refresh has landed and there's real client data in it.
- Saskia Mendes NoneHmm. But I'm under a bit of pressure to show something. The licence is paid for and the directors keep asking me when they get to use it.
- Callie Brennan NoneUnderstood. Then here's a thought. Pick two or three directors with clients you know well, and use them as the first group. Once the data's in, they can check that what the brain says about their own clients matches what they know. If it does, you've got your advocates. If it doesn't, we fix it before anyone else sees it.
- Saskia Mendes NoneI like that. That's simple. Who would you not pick?
- Callie Brennan NoneI'd avoid the director who's most sceptical, at least for the first round, and the one with the most complicated client. Choose people who'll give honest feedback but won't write it off after one wrong number.
- Holly Tranter NoneI could sit with them for twenty minutes each. Show them how to ask a question and what a good answer looks like.
- Callie Brennan NoneThat's exactly right, and it means you can run things yourself afterwards, which is what I want. I don't want you dependent on me. Daniel, your customer success manager, will pick up the training and the reviews once I've handed over.
- Saskia Mendes NoneOkay. Okay, that makes me feel better. I'll name the three directors by the end of next week.
- Callie Brennan NoneLovely. And Saskia, one other thing, and please take it kindly. I'd put one more admin in place. If Holly's off for a week, you've got nobody who can fix a connector.
- Saskia Mendes NoneHm, fair. Someone in IT, perhaps. Holly, would you shout if I put a colleague in IT forward?
- Holly Tranter NonePlease do. I'd sleep better. I'll draft what they'd need to know.
- Callie Brennan NoneGreat. Right, I think we're in good shape for a first call. Just to recap: setup note from me today, CRM access email from Holly this afternoon, the duplicate client list by Friday, finance access and the invoice from Saskia this week, and three directors named by the end of next week. Did I miss anything?
- Saskia Mendes NoneThe complaints process. I'll raise it with the directors.
- Callie Brennan NoneYes, that's one for you, thank you. I'll also ping Daniel about the invoice reference so he knows it's coming. Anything else?
- Holly Tranter NoneNo, I think that's it from me. Thanks, Callie. That was a lot clearer than I expected.
- Saskia Mendes NoneSame. Thanks, both. Speak soon.
- Callie Brennan NoneBrilliant. Thanks, everyone. Speak next week. Bye for now.
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