Pentreath Cold Chain / BB-Demo – Onboarding
Callcompleted
Pentreath Cold Chain: documents · 2024-01-11 14:30
Onboarding call with Kerensa Trelease and Dan Hosken. Helpdesk access is in, order system access is waiting on an owner on leave, and the excursion type field needs a sample. Users are held back until the first refresh lands.
What was said
What this says
Current to 11 Oct 26Onboarding call with Kerensa Trelease and Dan Hosken. Helpdesk access is in, order system access is waiting on an owner on leave, and the excursion type field needs a sample. Users are held back until the first refresh lands.
What happened: Callie Brennan reviewed access and the field mapping. The helpdesk service account is done, the order system is waiting on its owner, and the contracts folder will be scoped to client reviews only.
Customer view: Kerensa described a chilled load held overnight where the client heard from Pentreath first, and said that is the standard she wants. Dan said he is the one who stitches ticket, order and contract together by hand and wants to stop.
Commercial: Kerensa is keeping account managers out until the data is complete because they will judge it on first impression. Dan is the named admin and will sign off the reconciliation.
Watch: The excursion type column is free text and not yet mapped. The order system connector is blocked until access arrives in writing.
Themes
Current to 9 Oct 26Theme
Onboarding access and mapping
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Dan Hosken to export a sample of open and closed tickets today and send the contracts folder path.
- Kerensa Trelease to list the first wave of account managers to invite.
- Callie Brennan to send the written plan and a ticket reconciliation list per depot and month.
Risks
Current to 9 Oct 26- Order system access depends on an owner who is on leave, which may delay the first refresh.
- The free-text excursion type field may map poorly and weaken the first impression for account managers.
- Only two people are using the brain so far, and Dan Hosken is the single admin.
Opportunities
Current to 9 Oct 26- Kerensa Trelease has a concrete success test: clients hear about excursions before the carrier tells them.
- A reconciliation signed off by Dan gives account managers a trusted first view before wider rollout.
Transcript
Callie Brennan NoneHello, can you hear me all right? I think I've got you both in the room.
Kerensa Trelease NoneLoud and clear, Callie. Dan's just joining, he's fighting with his headset.
Dan Hosken NoneSorry, yes, here. Had it on the wrong device. Can you hear me now?- Callie Brennan NonePerfect. Afternoon, both. Right, here's the plan for the next forty minutes or so. First, where we are on access to your systems. Second, how your excursion tickets map onto client records. Third, what has to be true before we switch on the refresh. Does that work?
- Kerensa Trelease NoneWorks for me. Before we start, quick one from this morning. We had a chilled load held at the Avonmouth depot overnight, and the client heard from us before they heard from the carrier. That's the standard I want the account managers to have from this thing.
- Callie Brennan NoneThat's exactly the use case, so that's helpful. What happened to the load, in the end? Was it a door seal?
- Kerensa Trelease NoneLooks like a compressor fault on the trailer unit. Dan's team pulled the readings. The point is, the ticket, the order and the contract review all sat in different places, and it took one of my people most of an hour to put them side by side.
- Dan Hosken NoneWhich is partly why I'm here. I'm the one who ends up stitching those together by hand, so I'd quite like to stop.
- Callie Brennan NoneUnderstood. So, access first. What I need from your side is written access, per source, before I connect anything. Dan, where are you with the helpdesk?
- Dan Hosken NoneHelpdesk is done. I created a read-only service account on Monday and I've emailed you the details, so it should be in your inbox. The order system I've asked for, but the owner of that is on leave until next week.
- Callie Brennan NoneOkay, that's fine, I can see the helpdesk email. I'll note the order system as waiting, and I won't touch it until it's in writing. What about the contract reviews? Where do those live?
- Kerensa Trelease NoneShared folder, mostly. Word documents and a few PDFs, one per client, with the review dates in the file name when people remember to do it.
- Dan Hosken NoneWhen people remember. I'd say about half of them.
- Kerensa Trelease NoneFacts before feelings, Dan. It's more than half.
- Callie Brennan NoneHa, well, either way we'll read the document itself rather than lean on the file name. That maps cleanly, it just needs access to the folder. Can you grant read access to the whole contracts folder, or do you want to limit it to client reviews?
- Dan Hosken NoneOnly the client reviews. There's finance stuff in the parent folder that I'd rather not expose.
- Callie Brennan NoneGood, that's the right instinct. Send me the exact folder and I'll scope to that. Let me share my screen and show you the field mapping so far.
- Callie Brennan NoneGive me a second, it's being slow. There. Can you see it?
- Kerensa Trelease NoneYes, we've got it. So the left is what comes out of the helpdesk?
- Callie Brennan NoneCorrect. Left is your ticket fields, right is the client record in the brain. Ticket reference, client, depot, category, severity, opened and closed. Those all map cleanly. The one I'm unsure about is this column here, which your export calls excursion type.
- Dan Hosken NoneRight, that's a free-text field, I'm afraid. People type temperature breach, or excursion, or just the trailer number. It's not tidy.
- Callie Brennan NoneThat's useful to know, and I'd rather hear it now than after the first refresh. I won't call that mapped until I've seen a sample. Could you export a few hundred rows so I can check what's really in it?
- Dan Hosken NoneYes, I can do that today. Do you want closed tickets as well as open ones?
- Callie Brennan NoneBoth, please. The closed ones show me how people actually write them up.
- Kerensa Trelease NoneCan I ask something from the account manager side? When they open a client, what do they see first? Because if it's a wall of tickets they'll go back to their spreadsheets.
- Callie Brennan NoneFair question. The client page leads with the most recent excursions, then open orders, then the contract review status. What you ask the brain in chat is on top of that. We can reorder the page in the next session once people have used it.
- Kerensa Trelease NoneGood. Tell the client first, that's what it's for. If the page tells my people what's happened before the client rings, I'm happy.
- Callie Brennan NoneUnderstood. Now, users. You've got the licence for plenty of people, but at the moment it's mostly the two of you in there, I think?
- Kerensa Trelease NoneMostly me and Dan, yes. I haven't opened it up to the account managers because I don't want them seeing half-loaded data. They'll judge it on the first impression.
- Callie Brennan NoneThat's sensible, and it's why I want the first refresh to land properly before anyone else logs in. So the order is: helpdesk sample, order system access, contracts folder, then I switch on the refresh, then we check it together.
- Dan Hosken NoneWho checks it? Because I'd want to be the one who can say yes, that's the right number of tickets.
- Callie Brennan NoneYou, with me alongside. I'll give you a reconciliation list: ticket counts per depot, per month, from the helpdesk against the brain. If they match, we sign it off. If not, we find out why before the account managers see anything.
- Dan Hosken NoneGood. That I can do.
- Kerensa Trelease NoneAnd the admin side, Dan, that's you, yes? Not me. I'm not touching settings.
- Callie Brennan NoneThat's the plan. Dan is the admin, and by the end I want him able to run it alone. I'll leave a setup note with every connector, who owns the credentials and what to do if one stops loading.
- Dan Hosken NoneAppreciated. Last system I inherited had nothing like that.
- Callie Brennan NoneNever hand over without one. Right, let's recap who sends what. Dan, helpdesk sample today, folder path for the contracts, and a nudge on the order system when the owner is back. Kerensa, a list of the account managers you'd want in first, so I can plan the invitations. I'll send the plan in writing tonight.
- Kerensa Trelease NoneWill do. I'll keep it to a handful for the first wave.
- Callie Brennan NonePerfect. Thanks both, speak soon.
- Dan Hosken NoneCheers, Callie.
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