Grisedale Search & Selection / BB-Demo – Kickoff
Callcompleted
Grisedale Search & Selection: documents · 2024-05-03 13:00
Kickoff on 3 May 2024 for Grisedale's Starter term. Two sources first, the CRM and the shared mailbox. Lauren's worry is adoption: if consultants don't use it, Stuart will ask why it was bought.
What was said
What this says
Current to 11 Oct 26Kickoff on 3 May 2024 for Grisedale's Starter term. Two sources first, the CRM and the shared mailbox. Lauren's worry is adoption: if consultants don't use it, Stuart will ask why it was bought.
What happened: Callie Brennan ran the kickoff with Lauren Pilkington and Nadia Bashir. Marcus Bell confirmed Starter at £20k a year, fifteen licensed users, term 1 May 2024 to 30 Apr 2025.
Customer view: Lauren wants consultants to see a client's complaints before they phone. Nadia said the complaints mailbox is not complete and sits unforwarded when she is off.
Commercial: Lauren left the fee income spreadsheet out for now. Marcus pointed to the Starter source limit and offered to look at more users later.
Watch: Lauren fears Stuart will question the purchase if usage is low. Marcus offered a usage review a few weeks after launch, which is the value case for the 1 May 2025 renewal.
Themes
Current to 9 Oct 26Theme
Starter kickoff, adoption worry
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Nadia Bashir to send written CRM and mailbox access to Callie Brennan by the Tuesday after the call.
- Nadia to send the list of duplicate clients by the end of the following week.
- Marcus Bell to book thirty minutes after launch to review usage with Lauren.
Risks
Current to 9 Oct 26- Low consultant usage could lead Stuart to question the purchase at renewal.
- The complaints mailbox is incomplete and depends on Nadia forwarding, so early data may disappoint.
- Slipped access from the customer delays the first refresh and everything behind it.
Opportunities
Current to 9 Oct 26- More users beyond the fifteen licensed could be discussed once consultants are live.
- The fee income spreadsheet is a possible later source, subject to the Starter connector limit.
Transcript
Callie Brennan NoneHello, hello. Can everyone hear me okay? I'm on the laptop speakers, so shout if it's echoey.
Lauren Pilkington NoneHi Callie, fine here. Nadia's next to me, we're sharing a room, so apologies if we both talk at once.
Nadia Bashir NoneHello. Can you hear me all right?- Callie Brennan NonePerfectly. Lovely to meet you, Nadia.
Marcus Bell NoneAfternoon, all. Marcus here. I'm up in Manchester too, so Lauren and Nadia, we're practically neighbours.- Lauren Pilkington NoneHa, lovely. Quick one first, Marcus. One of the consultants asked me if this is the thing where they'll see a client's complaints before they pick up the phone. Is that right?
- Marcus Bell NoneThat's the idea, yes. Client, open roles, and anything that's come in from them, in one place. That's what we're setting up today and over the next couple of weeks.
- Callie Brennan NoneRight, so the plan for the next hour. First, a quick look at where we are. Then the sources, one at a time. Then who does what. Then the first refresh and what happens after it. I'll put a date against every step in the setup note afterwards, so nobody has to remember anything from this call.
- Lauren Pilkington NonePerfect. That'd save us hours already.
- Marcus Bell NoneCan I just say where we are on the contract, so it's out of the way? You're on Starter, the term started on 1 May 2024, and it runs to 30 Apr 2025. That's £19,500 a year, and fifteen licensed users. Nothing for you to do on that now. I'll be in touch well ahead of 1 May 2025.
- Nadia Bashir NoneFifteen users. That's the consultants and Lauren and me?
- Marcus Bell NoneExactly. If you find you want more people on it later, come to me, we'll look at it then. No rush.
- Callie Brennan NoneGood. So, sources. What I need from your side is a clear list of where the information lives today. Lauren, talk me through it. Where do client accounts and open roles sit?
- Lauren Pilkington NoneThe CRM, mostly. Clients and roles are in there, more or less. Consultants are meant to keep it up to date. Meant to.
- Callie Brennan NoneMm, I've heard that one before. And the complaints?
- Lauren Pilkington NoneThat's the messy bit. They mostly arrive by email. Some get logged, some don't. Nadia's the one who sees the shared mailbox.
- Nadia Bashir NoneYes. I forward what I can to the right consultant, but if I'm off, it sits. I wouldn't say it's complete.
- Callie Brennan NoneThat's useful, and it's honest, thank you. So that's two sources to start with: the CRM and the mailbox. Is there anything else, even a spreadsheet?
- Lauren Pilkington NoneThere's a spreadsheet Stuart's been keeping for fee income. I'd rather leave that out for now. Is that okay?
- Callie Brennan NoneCompletely fine. We start with what maps cleanly and add later. Better a clean first refresh than a big messy one.
- Marcus Bell NoneAnd Starter has a limit on how many sources we connect, so it's sensible to start small anyway. We can see how it feels.
- Callie Brennan NoneRight. Now, the important bit. Before we switch on the refresh, I need written access for each source. I don't start a connector without it. So for the CRM, that's an account with read access, and the details sent to me by email, not read out on a call. Same for the mailbox, whoever approves that on your side.
- Nadia Bashir NoneI can set up the CRM account. I'm the admin on it. The mailbox, I'd need to check who can approve that. I think it's the same person, but I don't want to guess.
- Callie Brennan NonePlease don't guess, that's exactly right. Can you find out and tell me by Tuesday?
- Nadia Bashir NoneYes. Tuesday. I'll put it in my diary.
- Lauren Pilkington NoneWhat happens to the information once it's connected? Sorry, is that a daft question? I don't really understand where it goes.
- Callie Brennan NoneNot daft at all. It's the right one. The brain runs inside your own Snowflake account, so your data stays with you. We read from the sources on a schedule and bring it into one layer. Then you ask it questions.
- Lauren Pilkington NoneOkay. I don't need to know more than that, I think. As long as the consultants can ask it things.
- Marcus Bell NoneThey will. I can show you what that looks like on a real account later in the call if you like. I've pulled a couple of examples.
- Callie Brennan NoneLovely. Let's park that, and I'll finish the checklist first. After access, I map the fields. For the CRM that means the client names, the roles, and who owns them. I'll need someone to look at my mapping and say yes or no. Lauren, is that you?
- Lauren Pilkington NoneThat's me. Short and sweet. If it's a screen I can look at, I can do it.
- Callie Brennan NoneIt will be. I'll send you a simple table. Yes or no on each line. I won't say it's fine until you've confirmed it.
- Nadia Bashir NoneWill there be duplicates? We've got the same client in twice in a couple of places.
- Callie Brennan NoneQuite possibly, and it's better to know now. If you can send me the ones you know about, I'll flag them in the mapping, and we decide together what to do. I don't want to merge anything silently.
- Nadia Bashir NoneI can do a quick list. A few clients, not loads.
- Callie Brennan NoneThat's perfect. By end of next week, that'd be great.
- Lauren Pilkington NoneCan I ask about the first week, for the consultants? Quick one. When can they actually start using it?
- Callie Brennan NoneSo, step by step. Access arrives, I connect the sources, the first refresh runs, we check what's landed together, and only then do we open it up to the consultants. If access is with me by Tuesday, I'd expect the first refresh early next week, and a check-in with the two of you straight afterwards.
- Lauren Pilkington NoneThat's quicker than I'd feared.
- Callie Brennan NoneIt depends on the access. If it slips, so does everything behind it. I'd rather say that now.
- Marcus Bell NoneSorry, can I add something? Once it's live, I'll look at how the consultants are using it, and I'll send you the numbers. I don't want it to be a thing that sits there unused.
- Lauren Pilkington NoneThat'd be good. Honestly, that's what I'm worried about. If the consultants don't use it, Stuart will ask me why we bought it.
- Marcus Bell NoneThat's what I'm here for. Shall we book thirty minutes a few weeks after launch to go through it?
- Lauren Pilkington NoneYes, please.
- Nadia Bashir NoneWho looks after it day to day, once Callie's done? Is that me?
- Callie Brennan NoneThat's one of my favourite questions. My job is to leave you able to run it alone. So yes, I think the admin side is you, Nadia, with Lauren as the person the consultants come to. I'll write that into the setup note and you can tell me if it's wrong.
- Nadia Bashir NoneOkay. That's fine. Will there be a guide?
- Callie Brennan NoneThere'll be a handover note, with what's connected, what each field means, and what to do if a refresh looks wrong. I never hand over without one.
- Marcus Bell NoneAnd there's me, as well, for anything that isn't a technical thing. Happy to jump on a call.
- Lauren Pilkington NoneRight. Let me say it back so I've got it. Nadia sends the access by Tuesday. Nadia sends the list of duplicate clients by the end of next week. Callie does the mapping and sends me a table. I say yes or no. Then the first refresh. Have I got it?
- Callie Brennan NoneThat's exactly it. Tidier than my notes, actually.
- Lauren Pilkington NoneStuart likes things in a list.
- Marcus Bell NoneRight, shall I share my screen and show you the example? Two minutes.
- Callie Brennan NonePlease do.
- Marcus Bell NoneSo this is an account that's been live a few months. You can see the client, the roles under it, and over here the mail that's come in from them. This is the view the consultants would have.
- Lauren Pilkington NoneOh, that's it. That's what they want. Can the consultants filter by their own clients?
- Marcus Bell NoneThey can, yes. Callie will set that up as part of the mapping, if the CRM has an owner field.
- Callie Brennan NoneIt should do, but I'll check before I say. I don't say it's fine about a mapping I haven't looked at.
- Lauren Pilkington NoneBrilliant. I'll let the consultants know it's coming. Is that too early?
- Marcus Bell NoneTell them next week, once the first refresh has landed. Otherwise they'll ask when and you won't have an answer.
- Lauren Pilkington NoneFair. I'll wait.
- Callie Brennan NoneRight. I think that's everything. I'll send the setup note, with the dates, today. Thanks, all.
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