Kingdon Diagnostics / BB-Demo – Onboarding
Callcompleted
Kingdon Diagnostics: documents · 2025-01-29 09:00
Callie Brennan walked Aisha Bukhari and Ryan Heslop through the first refresh, a mapping fix and admin handover. Accounting connector is still parked with the governance group, and a reopened-ticket question blocks quoting turnaround figures.
What was said
What this says
Current to 11 Oct 26Callie Brennan walked Aisha Bukhari and Ryan Heslop through the first refresh, a mapping fix and admin handover. Accounting connector is still parked with the governance group, and a reopened-ticket question blocks quoting turnaround figures.
What happened: Callie reviewed the modality mapping, fixed a plain X-ray wrongly mapped under CT, and showed the first refresh, which landed cleanly and matched CRM and helpdesk counts.
Customer view: Aisha would not quote a turnaround figure until the reopened-ticket rule is checked. Ryan suspected reopened tickets are not counted separately.
Commercial: Ryan is the only admin and only a couple of people have used the 40 licensed seats. Rollout to the contract managers waits until the numbers are trusted.
Watch: The accounting connector is still with the customer's governance group. Aisha has a hard stop and left before the wrap-up, so Ryan carries the follow-ups.
Themes
Current to 9 Oct 26Theme
Onboarding first refresh review
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- Callie Brennan to alias the renamed sites once Aisha Bukhari sends the old and new name pairs.
- Callie Brennan to compare both reopened-ticket views and send the setup note.
- Ryan Heslop to chase the governance group on accounting and name a second admin.
Risks
Current to 9 Oct 26- Turnaround figures may be overstated if reopened tickets are not counted separately.
- Ryan Heslop is the only admin, so there is no cover when he is away.
- The accounting connector is still parked with the customer's governance group.
Opportunities
Current to 9 Oct 26- Inviting the contract managers in a first group would deepen use of the 40 licensed users.
- A second admin from the contract managers would strengthen adoption.
Transcript
Callie Brennan NoneMorning, Ryan. Morning, Aisha. I'm going to start with the plan for the next forty minutes or so, if that's okay. Mapping review first, then the first refresh, then handover of the admin bits to Ryan.
Ryan Heslop NoneMorning. Yes, fine. Sorry, I'm on my second coffee and the train wifi was a nightmare, so I've only just got in.
Aisha Bukhari NoneMorning, both. I've a hard stop shortly before the end, so I may slip away. Ryan can cover the detail.- Callie Brennan NoneNo problem. So where we are. The CRM and the helpdesk are connected, with the written access from Mark, and the data has been landing in your Snowflake account. The accounting connector is waiting on your governance group, so that's still parked.
- Ryan Heslop NoneYes, Mark said the group met and it's with them. I don't think we've got an answer yet.
- Callie Brennan NoneThat's fine, we'll leave it for now. Right, the mapping. I've put the modality clean-up in the sheet I sent. Ryan, did you get a chance to look at it?
- Ryan Heslop NoneI did. Most of it's right. There's one where you've got a plain X-ray mapped under CT, and it shouldn't be. We don't run plain film at those sites, it's an old test value.
- Callie Brennan NoneGood catch. Let me fix it live. I'll move that to an excluded bucket so it doesn't pollute the turnaround counts. Give me a second.
- Callie Brennan NoneDone. That's changed, and it'll apply from tonight's refresh. Anything else in the mapping that looks off?
- Ryan Heslop NoneThe site names. Two of the sites have been renamed this year and the CRM has both the old and new name. Can they be treated as the same?
- Callie Brennan NoneYes, I can alias them. What I need from your side is the pairs written down, old name and new name, so there's a record. I won't guess.
- Aisha Bukhari NoneI can give you those, Callie. I know which ones, it came up with one of the trusts. I'll email them over today.
- Callie Brennan NoneLovely, thanks. Now, the first refresh. It ran last night and it landed cleanly. I've checked the record counts against the CRM and helpdesk and they agree. Shall I share my screen and walk you through what's in there?
- Aisha Bukhari NonePlease. Let's see the turnaround figures.
- Callie Brennan NoneSo this is the view by trust. You can pick a site, a modality and a date range. This one's the reporting turnaround on tickets for the last month. How does that compare with what you'd expect?
- Aisha Bukhari NoneIt's in the right area. One of the trusts looks a bit better than I'd have said, though. Ryan, does that look right to you?
- Ryan Heslop NoneHmm. It might be because closed tickets get reopened and the reopened ones aren't counted separately. I'd want to check that before anyone quotes it.
- Aisha Bukhari NoneThen we don't quote it. Never overstate performance, that's the rule. Can we find out what the actual rule is for reopened tickets?
- Callie Brennan NoneI can look at how the helpdesk records reopening and show you both versions side by side. I'll not say it's right until we've done that.
- Callie Brennan NoneOkay, next the admin side. Ryan, you're the admin for the brain. Let me show you where users are added, where the connectors are monitored, and where you can see whether a refresh has failed.
- Ryan Heslop NoneRight. Is it just me as admin at the moment?
- Callie Brennan NoneAt the moment, yes. I'd suggest naming a second admin so there's cover when you're away. Not essential today, but worth deciding.
- Aisha Bukhari NoneI'll think about who. Probably one of the contract managers who's quite hands-on with data.
- Callie Brennan NoneOn users. You've forty licensed. Only a couple of people have been in so far, which is normal at this stage. When you're comfortable with the numbers, I'd invite the contract managers in a first group, and Natalie will run a short session with them.
- Aisha Bukhari NoneThat's the order I'd choose. Numbers first, people second. I'd rather they met something I trusted.
- Ryan Heslop NoneAnd if a connector fails, what do I do? Ring someone?
- Callie Brennan NoneRaise a ticket with the details, and I've written it down in the setup note, with the first things to check. Most failures are a password that's expired or a field somebody's renamed, so check those first.
- Aisha Bukhari NoneI'm going to have to dash. Callie, thank you, this is helpful. Ryan, can you let me have the reopened ticket answer when you've got it?
- Ryan Heslop NoneWill do. I'll check with the team and email you.
- Aisha Bukhari NoneBest wishes, both. Bye.
- Callie Brennan NoneSo, wrapping up. I fix the site aliases once Aisha's list arrives, I compare the reopened-ticket views, and I send the setup note this afternoon. Ryan, you chase the governance group on accounting and tell me the second admin. Anything I've missed?
- Ryan Heslop NoneNo, I think that's it. Thanks, Callie, that was really clear.
- Callie Brennan NoneThanks, Ryan. Speak soon.
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