Pentreath Cold Chain / BB-Demo – Onboarding
Callcompleted
Pentreath Cold Chain: documents · 2024-01-24 16:15
On the 24 Jan 2024 onboarding call Callie Brennan and the customer agreed four connectors under Growth, a client and depot name mapping, and phased user access before the first refresh.
What was said
What this says
Current to 11 Oct 26On the 24 Jan 2024 onboarding call Callie Brennan and the customer agreed four connectors under Growth, a client and depot name mapping, and phased user access before the first refresh.
What happened: Kerensa Trelease described the pain: an excursion took three people and four screens to piece together. Callie Brennan tied that to what the customer bought and agreed four connectors: helpdesk, CRM, SharePoint and a scheduled export from the transport system.
Customer view: Kerensa wants ticket, order and contract terms in one place. She was clear that a wrong depot is worse than none.
Commercial: Finance have asked about invoices beside the client view, a possible later connector. Licences for fifty people will be switched on in waves once the data is trustworthy.
Watch: Dan Hosken is the only admin and wants a second person. Older helpdesk tickets carry free-text client names that need mapping.
Themes
Current to 9 Oct 26Theme
Connector scope and name mapping
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Dan Hosken to send the access email and the distinct client names list by Friday.
- Callie Brennan to draft the mapping sheet, run a sample refresh early next week and send the checklist note.
- Kerensa Trelease to choose a second person to learn the admin screen.
Risks
Current to 9 Oct 26- Free-text client names and mismatched depot codes could give wrong answers, which Kerensa said would be worse than none.
- Dan Hosken is the only admin, so absence would leave nobody who can run the brain.
- The order data depends on a scheduled export whose column names must stay stable.
Opportunities
Current to 9 Oct 26- An invoices connector for finance would deepen use within the connector headroom of Growth.
- Phased activation of the fifty licences can widen use once the first refresh is trusted.
Transcript
Callie Brennan NoneHello, hello. Can you hear me all right? I've got a slightly crackly headset today so shout if I sound like I'm underwater.
Kerensa Trelease NoneLoud and clear. Afternoon, Callie. Dan's just getting his camera sorted, he's on the other laptop.
Dan Hosken NoneHere, sorry. Afternoon. The meeting link wanted me to update something first. Classic.- Callie Brennan NoneNo problem at all. Right, so the plan for the next hour is this. First, we agree the list of sources we connect. Second, I tell you what I need from your side before we switch on the refresh. Third, we talk about how your client names line up across systems, because that's where these things usually wobble. Then next steps and who sends what.
- Kerensa Trelease NoneSounds right. Can I start with the thing that actually matters to my account managers, though?
- Callie Brennan NonePlease do.
- Kerensa Trelease NoneWe had an excursion last week on a pharma load out of Avonmouth. Client heard from us before they saw it, which is how it should be, but it took three people and four screens to piece together. Ticket, order, the contract terms on what counts as a breach. That's what I want in one place. Facts before feelings.
- Callie Brennan NoneThat maps cleanly onto what you bought. Excursion tickets, orders and contract reviews, all hanging off the client. So the three sources I'd expect are the helpdesk, the CRM and wherever your order data lives. Dan, is that the full list or is there a fourth?
- Dan Hosken NoneMostly that. The orders sit in our transport management system, which isn't one of the standard ones, so I'd need to give you a scheduled export. Contract reviews are just documents in a shared drive, folder per client.
- Callie Brennan NoneOkay, a scheduled export is fine. What I need from your side is the export dropped somewhere we can both see, with the column names stable. If the columns move around every week the refresh will complain, and rightly.
- Dan Hosken NoneThey shouldn't move. I own the export job, so I can promise they won't without telling you.
- Callie Brennan NoneLovely, I'll hold you to that. And the shared drive. Is it Microsoft 365 or Google Workspace?
- Dan Hosken NoneMicrosoft 365, SharePoint underneath. The client folders are in one document library, which helps.
- Callie Brennan NoneThat's a good start. One library, one connector. So that's helpdesk, CRM, SharePoint and the export. Four connectors, comfortably inside what Growth gives you, and there's room if you want to add something later.
- Kerensa Trelease NoneWe might. Finance have been asking about invoices next to the client view, but let's get this lot working first.
- Callie Brennan NoneSensible. Crawl, then walk. Now, access. I don't start a connector without written access, so before we switch anything on I need an email from Dan with each credential or service account named, and what permissions it holds. Read-only is all I want.
- Dan Hosken NoneUnderstood. I'll set up a dedicated read-only user on each rather than using mine. Cleaner if I ever move roles.
- Callie Brennan NoneThat's exactly what I'd have suggested. Credentials arriving before the kickoff makes my life much easier, and honestly yours too.
- Kerensa Trelease NoneDan, you're the admin on our side for this, yes? Not me. I'll be asking questions, not touching settings.
- Dan Hosken NoneYes, I'm the admin. Though I'd like a second person who knows how it works, in case I'm off.
- Callie Brennan NoneGood instinct. I'd say pick one account manager who's curious and we walk them through the admin screen on the next call. My aim is that you can run this alone and don't need me.
- Kerensa Trelease NoneMm. I'll think about who. Probably someone from the pharma side, they're the ones who live in the excursion tickets.
- Callie Brennan NoneRight, naming. This is the bit I flagged. In the helpdesk, how does a ticket say which client it's about?
- Dan Hosken NoneAh. So. There's a company field, but it's free text for some of the older tickets. People type the client's trading name, or the legal name, or just initials. The newer ones use a dropdown.
- Kerensa Trelease NoneThat's my fault, we tidied it up last spring and never went back. Sorry.
- Callie Brennan NoneNot a fault, it's normal. What I'd like is a small mapping sheet. Left column, whatever appears in the helpdesk. Right column, the name as it's held in the CRM. I'll build the first draft from what we find and Dan, you correct it.
- Dan Hosken NoneHow many variants are we talking? I can pull a distinct list of that field now if it helps.
- Callie Brennan NoneYes please, that would save a week. Send the distinct list and I'll match what I can by name and flag the rest.
- Kerensa Trelease NoneWhat about the depots? We've got Avonmouth and the two satellites. A load can start at one and finish at another.
- Callie Brennan NoneDoes the order export say which depot, or is that only in the tickets?
- Dan Hosken NoneBoth, but they're not the same code. The export uses a short depot code, the tickets spell the name out. Different again for one of the satellites, bless it.
- Callie Brennan NoneThen the mapping sheet gets a second tab for depots. Three rows, easy. I'd rather do that than guess, I won't say a mapping is fine until I've checked it against real rows.
- Kerensa Trelease NoneGood. Because if the brain tells an account manager the wrong depot for an excursion, that's worse than telling them nothing.
- Callie Brennan NoneAgreed, completely. Okay, timing. Once I have the access email and the two lists, I'd run a first refresh on a sample, look at it with Dan, and only then do the full load. So not this week.
- Dan Hosken NoneI can get the access email to you by Friday. The lists too, they're quick.
- Callie Brennan NoneBrilliant. Then I'll aim for the sample refresh early next week, and we book the next call for when it's landed.
- Kerensa Trelease NoneOne question before we go. The fifty seats. Do I need to decide who gets one now?
- Callie Brennan NoneNot yet. Licences exist for fifty people but I'd turn them on in waves once the data's trustworthy. Nobody wants a first impression built on half-mapped names.
- Kerensa Trelease NoneFair. Waves it is. I'll tell the team to hang on.
- Callie Brennan NoneI'll send a short note after this with the checklist, a date against each step, and the sheet template. Anything you want to add before we stop?
- Dan Hosken NoneNo, I think I've got my list. Access email, distinct client names, export location.
- Kerensa Trelease NoneNothing from me. Thanks, Callie.
- Callie Brennan NoneLovely. Thanks both, speak soon. Thanks, Callie.
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