Pentreath Cold Chain / BB-Demo – Onboarding
Callcompleted
Pentreath Cold Chain: documents · 2024-01-31 16:30
Pentreath's first full refresh loaded all four sources. Callie Brennan walked Dan Hosken through mapping fixes and handover, and agreed a first wave of users, pharma team first. Kerensa Trelease was positive.
What was said
What this says
Current to 11 Oct 26Pentreath's first full refresh loaded all four sources. Callie Brennan walked Dan Hosken through mapping fixes and handover, and agreed a first wave of users, pharma team first. Kerensa Trelease was positive.
What happened: The overnight refresh finished with all four sources loaded. A few free-text tickets sat under no client and Dan supplied the old trading names to fix them.
Customer view: Kerensa said the setup was much less painful than the last system they put in. She values the brain for checking contract facts quickly after telling the client first.
Commercial: Fifty licensed users are in place. The first wave is the pharma account managers plus Kerensa, with the food side to follow in about a fortnight.
Watch: Dan owns the export, and a changed password or column name is the likeliest cause of a red refresh. Callie asked him to tell the connector before changing it. Daniel Okafor is the customer success manager from here.
Themes
Current to 9 Oct 26Theme
Onboarding first refresh handover
Importance
praise
Sentiment
positive
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 corrected mapping tab and setup note today.
- Dan Hosken finishes the mapping tab and confirms, then Callie sends first-wave invitations.
- Callie books a short training slot with the account managers.
Risks
Current to 9 Oct 26- Dan owns the export, and a changed password or column name would turn the refresh red.
- Some free-text tickets still have no matching client until Dan completes the mapping tab.
Opportunities
Current to 9 Oct 26- The pharma team goes live first, with the food side a fortnight or so later, which widens use of the fifty licences.
Transcript
Callie Brennan NoneAfternoon both. Can you see my screen? I'll share in a second. The plan for the hour: look at what the first refresh produced, fix whatever's off in the mapping, then talk about handover and who gets switched on first.
Kerensa Trelease NoneAfternoon. Before the screen, can I say the weather in Avonmouth today is horrible, so my phone's been going all day. If I vanish, that's why.
Dan Hosken NoneAfternoon. I can see it now, Callie. Tiny text, but I can see it.- Callie Brennan NoneI'll make it bigger. There. So, good news first. The full refresh landed overnight and it finished before the morning, all four sources loaded. Records are in for tickets, orders, client records and the contract folders.
- Kerensa Trelease NoneThat was quicker than I expected. What happened to the old tickets, the free text ones?
- Callie Brennan NoneGood question, and that's the first thing I want to show you. Most matched cleanly using Dan's list. A handful didn't. Let me pull one up. This ticket says the client's initials only, and the brain has it sitting under no client at all.
- Dan Hosken NoneRight, I know that one. That's a pharma client, the initials are the old trading name. They renamed a couple of years back.
- Callie Brennan NonePerfect, that's what I needed. So I add a row to the mapping sheet, initials on the left, current CRM name on the right. Dan, there are a few more like it. I'll put them in a tab for you to go through.
- Dan Hosken NoneFine. Send it over and I'll do it tonight or tomorrow morning.
- Callie Brennan NoneNow the depots. I checked all three against real rows this time, and the short codes in the order export line up with the names in the tickets. That maps cleanly.
- Kerensa Trelease NoneGood. Can you show me an actual client? I want to see what an account manager would see, not what an engineer would see.
- Callie Brennan NoneSure. Pick one.
- Kerensa Trelease NoneThe pharma one that had the excursion. Use that.
- Callie Brennan NoneOkay. So this is the client page. Here are the recent orders, here are the tickets, the excursion one is at the top, and here, linked in from the shared drive, the contract review document. If I ask the chat something simple, like what happened to the last excursion load, it answers from those.
- Kerensa Trelease NoneGo on then. Ask it.
- Callie Brennan NoneTyping it in. What happened to the load in the latest excursion ticket, and what does the contract say about it?
- Kerensa Trelease NoneMm. That's the ticket summary and the order, yes. And the contract bit?
- Callie Brennan NoneIt's quoted the review document, and it points to the clause so you can open the original. I'd always click through on anything you'd tell a client. It's there to save you the hunt, not to replace your judgement.
- Kerensa Trelease NoneFine by me. Tell the client first, then check the facts. This lets me do the second bit in minutes.
- Dan Hosken NoneCan I ask about the ticket I raised last week? The one about the permission on the document library.
- Callie Brennan NoneYes, that's closed. It was the read-only account not seeing a subfolder, and it was my fault for assuming the library permissions inherited. It's sorted now, and I've put a line in the setup note about it.
- Dan Hosken NoneGreat. I just wanted to be sure the subfolders were all in. A couple of the older client folders are nested deep.
- Callie Brennan NoneI checked those specifically. Let me show you the folder count in the connector settings against what you told me.
- Dan Hosken NoneThat's about right. There's one folder missing, I think, but it's archived, so don't worry about it.
- Callie Brennan NoneArchived is fine, we leave it out. Now, handover. This is the bit I care about most. By the end of this call I'd like Dan to be able to do three things alone: see whether the nightly refresh has completed, add a row to the mapping sheet and re-run a connector. Let me walk through each.
- Dan Hosken NoneGo ahead. I'll follow along on mine.
- Callie Brennan NoneFirst, the status page. Green tick means the refresh finished, an amber one means it finished with warnings, and a red one means a source failed. The most likely cause of red, honestly, is somebody changing a password or a column name.
- Dan Hosken NoneWhich is where I come in, since I own the export.
- Callie Brennan NoneExactly. So if you ever change that export, tell the connector before you do. I've written that in the setup note too.
- Kerensa Trelease NoneAnd if it goes red at seven in the morning and I've got an account manager in front of a client?
- Callie Brennan NoneThen Dan checks the status page, and if it's a source problem he can re-run it himself or raise a ticket with us. Daniel Okafor is your customer success manager from here on, and he'll be the contact for anything beyond setup.
- Kerensa Trelease NoneDaniel. Okay. I'll make sure the team has his name.
- Callie Brennan NoneNow, switching people on. Fifty licensed users. I'd suggest a first wave of the account managers who handle the biggest clients, plus you, Kerensa, so you can see what they see. Does that feel right?
- Kerensa Trelease NoneYes. Pharma team first, they've got the most excursion work. Then the food side in a fortnight or so.
- Callie Brennan NoneLovely. I'll send invitations for the first wave once Dan confirms the mapping tab is done. Dan, any problem with that?
- Dan Hosken NoneNo. Tomorrow at the latest.
- Kerensa Trelease NoneCan I just say, this is much less painful than the last system we put in.
- Callie Brennan NoneThat's kind, thank you. It's mostly because Dan had the access and lists ready, which is the single biggest thing. So, next steps. I send the corrected mapping tab and the setup note today. Dan finishes the mapping and confirms. Then I send the first-wave invitations and book a short training slot with the account managers.
- Dan Hosken NoneGot it. Sorted.
- Kerensa Trelease NoneThanks, Callie. Cheers, both.
- Callie Brennan NoneThanks everyone, speak soon. Thanks, Callie.
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