Kingdon Diagnostics / BB-Demo – Kickoff
Callcompleted
Kingdon Diagnostics: documents · 2025-01-14 11:30
Implementation kickoff for the Growth subscription. Four connectors planned, CRM and helpdesk first. IT governance wants accounting and drive connectors held until its group meets, and personal data fields are excluded by default.
What was said
What this says
Current to 11 Oct 26Implementation kickoff for the Growth subscription. Four connectors planned, CRM and helpdesk first. IT governance wants accounting and drive connectors held until its group meets, and personal data fields are excluded by default.
What happened: Callie Brennan opened the kickoff with Aisha Bukhari, Ryan Heslop and Mark Dodds, with Natalie Eze listening as CSM. The term was stated as 6 Jan 2025 to 5 Jan 2026 at £42k a year, as on the order form and invoiced.
Customer view: Aisha wants contract managers to see referrals, turnaround tickets and invoices in one place, instead of half a day of manual pulling. She wants nothing overstated to the trusts.
Commercial: Four connectors sit inside Growth. Only a handful of the forty licensed users start, so there is headroom rather than an upsell now.
Watch: Mark wants the accounting and drive connectors to wait for the governance group, expected within a fortnight, which delays the invoice and contract-document view. Modality is free text and needs normalising before refresh.
Themes
Current to 9 Oct 26Theme
Kickoff and connector access
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- Ryan Heslop to send the final source list and field list in the next day or two.
- Mark Dodds to send written access for the CRM and helpdesk and confirm the governance group date by email.
- Callie Brennan to map and normalise fields and share the mapping before the first refresh.
Risks
Current to 9 Oct 26- Accounting and drive connectors are held until the customer's governance group meets, delaying the invoice and contract-document view.
- Patient identifier fields in the CRM are unscoped, and personal data is excluded until IT signs off.
- Free-text modality values need normalising or turnaround reporting per trust and site may be wrong.
Opportunities
Current to 9 Oct 26- Contract-document questions answered from the drive are, in Aisha's words, half the value for her once that connector is live.
- Finance is expected to see the invoice side after the contract managers, widening the user base within the forty licensed.
Transcript
Callie Brennan NoneHello, can everyone hear me alright? I can see Aisha and Ryan. Mark, I think you're just joining.
Mark Dodds NoneYes, here. Sorry, I was stuck in another call that overran. Morning, all.
Aisha Bukhari NoneMorning, Callie. Good to see you. Ryan's with me, we're in the same room today, so apologies if there's an echo.
Ryan Heslop NoneMorning. Is that better? I've muted the laptop speaker.- Callie Brennan NoneMuch better, thanks. Natalie's on as well from our side, she's your customer success manager, so she'll be with you well after I've gone quiet.
Natalie Eze NoneHi everyone. Yes, I'll mostly listen today. I'm here so I know what we've promised and who owns what.- Callie Brennan NoneRight, so here's the plan for the hour. First a quick recap of what you bought, then the sources we connect and in which order, then access and security, then who does what over the next few weeks. Does that suit?
- Aisha Bukhari NoneThat suits. I'd add one thing at the end, if there's time. I want to be clear what I can say to the trusts and when. No surprises for the trust, that's really my whole concern.
- Callie Brennan NoneAbsolutely, we'll end on that. So, recap. You're on Growth, forty licensed users, the term started on 6 Jan 2025 and runs to 5 Jan 2026. The contracted figure is £41,800 a year, and that's what's on the order form and what's been invoiced.
- Aisha Bukhari NoneYes, that matches what I signed. Good.
- Callie Brennan NoneAnd the purpose, in your words from the sales calls, is that the contract managers see each trust's referrals, the reporting turnaround tickets and the invoices in one place, instead of three exports and a spreadsheet.
- Aisha Bukhari NoneThat's it exactly. At the moment, when a trust asks how we're doing on turnaround for MRI at one of the sites, somebody spends half a day pulling it together. And by the time it's done it's already a bit out of date.
- Ryan Heslop NoneHalf a day if I'm lucky. It depends which system is being awkward.
- Callie Brennan NoneMm, that's the thing we're fixing. So, sources. What I need from your side is a list of the systems that hold referrals, the one that holds turnaround tickets, and the accounting system for invoices. Ryan, have you got that written down?
- Ryan Heslop NoneI've got a draft. Referrals sit in the CRM, the turnaround issues are in the helpdesk, and invoices are in the accounting system. There's also a shared drive of contract documents, which Aisha will care about.
- Aisha Bukhari NoneI do. What does the contract say, that's the question I get asked most. If the brain can answer that from the actual documents, that's half the value for me.
- Callie Brennan NoneRight, so that's four connectors, which is comfortably inside what Growth gives you. I'd go in this order: the CRM first, then the helpdesk, then accounting, then the drive. Reason being the first two give you the referral and turnaround story, and that's what the contract managers will open the brain for.
- Ryan Heslop NoneFine by me. The accounting one might take longer, we need finance to create a read-only user.
- Callie Brennan NoneThat's fine, we do it last then. Mark, this is where you come in. Everything we build runs inside your Snowflake account, so no patient or referral data leaves your environment, but we still need written access for each source before I touch anything.
- Mark Dodds NoneGood, that's what I wanted to hear. Can I ask, when you say written access, what does that look like in practice?
- Callie Brennan NoneAn email from you or Ryan naming the source, the account we'll use, and what it can read. Read-only wherever possible. I keep that with the setup note so there's a record of what was agreed.
- Mark Dodds NoneOkay. And is any of the referral data identifiable? Because if it is, I'd want that scoped before we go near it. Our information governance group will ask, and honestly so will the trusts.
- Aisha Bukhari NoneMark's right, and I'd rather we deal with that now than discover it in month three.
- Callie Brennan NoneAgreed. Ryan, do you know offhand which fields in the CRM carry patient identifiers?
- Ryan Heslop NoneNot offhand. There's a referral reference and I think a patient name field that's only partly filled. I'd have to check with the team that administers it.
- Callie Brennan NoneThat's useful. So my suggestion is we don't map those fields at all in the first pass. We bring in the referral reference, the trust, the site, the modality, the dates, and leave the personal fields out until Mark's happy. You can add them later, you can't easily take them back.
- Mark Dodds NoneI like that. Exclude by default, include by decision.
- Aisha Bukhari NoneThat works for the contract managers too. They don't need names, they need counts and turnaround.
- Natalie Eze NoneCan I just check, Callie, that'll still let the turnaround view work per trust and per site?
- Callie Brennan NoneIt should, but I'll confirm once I've seen the actual field list. I don't want to say it maps cleanly before I've checked it.
- Ryan Heslop NoneSorry, just sharing my screen. This is the list of fields I exported from the CRM yesterday. Can you see it?
- Callie Brennan NoneI can. Okay, the trust and site look like picklists, good. Modality is free text, is that right?
- Ryan Heslop NoneFree text, yes. People type MRI, M R I, magnetic resonance, all sorts.
- Callie Brennan NoneRight. That's a normalisation job and it's on me. I'll map the variants to a clean set and show you the list before we switch on the refresh, so you can tell me if I've got one wrong.
- Aisha Bukhari NoneWhile Ryan's got that up, can I ask about the nightly refresh? When would the contract managers see yesterday's tickets?
- Callie Brennan NoneThe refresh completes by 07:00 on business days, so first thing in the morning they're looking at the previous day. It's the same on every tier.
- Aisha Bukhari NoneGood. Because the trust meetings are often early, and I never want to quote last week's figure by mistake.
- Natalie Eze NoneSorry to cut across. On users, forty are licensed. Who do you expect to be in first, Aisha? I'd like to make sure we train the right people early.
- Aisha Bukhari NoneThe contract managers, so about a handful to start with, plus me and Ryan. Then I'd like finance to see the invoice side. I don't expect forty on day one, and I'd rather they came in properly than all at once.
- Natalie Eze NoneThat's sensible. We'll plan a short session for the first group once the data is landing, and I'll check usage with you after a few weeks.
- Mark Dodds NoneCan I come back to access? I'll send the written approval for the CRM and the helpdesk, but I want the accounting and drive connectors to wait until our governance group has met. Is that a problem for your timeline?
- Callie Brennan NoneNot a problem, it just moves the last two later. I'd rather do two properly than four in a rush. Can you tell me roughly when the group meets?
- Mark Dodds NoneWithin a fortnight, I think. I'll confirm by email, I don't want to promise it from memory.
- Callie Brennan NoneFine. Then let me read back the plan. Ryan sends me the final source list and the field list. Mark sends written access for the CRM and the helpdesk. I map and normalise, and I share the mapping with you both before anything refreshes. Then the first refresh, and I'll walk Ryan through it.
- Ryan Heslop NoneThat's clear. I'll get the list to you in the next day or two.
- Aisha Bukhari NoneRight, my question for the end. When can I tell the trusts this is live, and what can I honestly say it does?
- Callie Brennan NoneHonestly, I'd tell them nothing until the first refresh has landed and we've checked a few numbers together against what you already know. After that you can say contract managers have one view of referrals and turnaround. I'd not promise anything on personal data fields until Mark has signed that off.
- Aisha Bukhari NoneThat's what I wanted. Never overstate it. Thank you.
- Natalie Eze NoneAnd I'll sit in on the next call so we have one thread of notes, and I'll make sure the setup note goes to all three of you.
- Mark Dodds NoneAnything else from me? No. I'll send the access emails this afternoon, as soon as I've checked the account names.
- Callie Brennan NoneBrilliant. Thanks, everyone. I'll send the plan and the action list after this. Speak soon.
- Aisha Bukhari NoneThank you, Callie, thanks Natalie. Bye for now.
- Ryan Heslop NoneCheers, all. Bye.
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