Kingdon Diagnostics / BB-Demo – Onboarding
Callcompleted
Kingdon Diagnostics: documents · 2025-02-03 10:00
Callie Brennan agreed the first three connectors with Aisha Bukhari and Ryan Heslop. Helpdesk and accounting access are outstanding, and blank trust fields in helpdesk tickets are a data quality risk for turnaround figures.
What was said
What this says
Current to 11 Oct 26Callie Brennan agreed the first three connectors with Aisha Bukhari and Ryan Heslop. Helpdesk and accounting access are outstanding, and blank trust fields in helpdesk tickets are a data quality risk for turnaround figures.
What happened: Callie set the plan for three connectors first: CRM, helpdesk and accounting. The CRM access is in; helpdesk is with the customer's IT team and accounting is waiting on finance.
Customer view: Aisha wants to say nothing to the trust that she cannot back up. Contract managers currently go round three systems and a spreadsheet.
Commercial: The customer is on Growth with 40 users and room for eight connectors. Keeping to three first leaves headroom later.
Watch: The trust field on helpdesk tickets is not mandatory, so some tickets are blank. Finance wants written confirmation that the brain cannot write back.
Themes
Current to 9 Oct 26Theme
Onboarding access and sources
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- Ryan Heslop to chase the customer's IT team for the helpdesk credentials.
- Callie Brennan to send the setup note and a forwardable governance paragraph.
- Callie Brennan to count blank trust fields on the first refresh and give Aisha Bukhari a short update.
Risks
Current to 9 Oct 26- Helpdesk and accounting access are still outstanding, which delays the turnaround view.
- The non-mandatory trust field leaves some tickets blank and weakens turnaround figures.
- Finance and information governance need written confirmation that nothing is written back.
Opportunities
Current to 9 Oct 26- Growth allows eight connectors, so more sources can be added after the first three.
- Contract managers could replace their three-system and spreadsheet routine with the brain.
Transcript
Callie Brennan NoneHello, can you hear me all right? I've got both of you on the screen.
Aisha Bukhari NoneLoud and clear. Morning, Callie.
Ryan Heslop NoneMorning. Sorry, just sorting my headset out. Is that better?- Callie Brennan NoneMuch better. Right, morning both. So the plan for the next forty minutes or so is three things. First, what I've got from you in writing so far. Second, which sources we connect first and in what order. Third, who owns what before we switch on the refresh. Does that work for you?
- Aisha Bukhari NoneThat works. I do have a trust meeting later this week, so I'd like to come away knowing what I can honestly say about when the reporting turnaround figures will be visible. No surprises for the trust.
- Callie Brennan NoneUnderstood, and I'll be straight with you on that, I won't promise a date I can't back up. Let's start with access, because that drives everything else. What I need from your side is written access for each source, with a named person who granted it. I've got the one for the CRM already. Ryan, that came from you?
- Ryan Heslop NoneYes, I sent that last week. Read-only service account, as you asked. The helpdesk one is with our IT team, they wanted to check what it could see first.
- Callie Brennan NoneThat's sensible. And the accounting system, the invoices side?
- Ryan Heslop NoneNot yet. Finance want to know whether the brain can write back to it, and I've said no, but they'd like that in writing from you.
- Callie Brennan NoneAbsolutely, it can't and it won't. It reads, it indexes inside your own Snowflake account, nothing goes back. I'll put that in the setup note so finance have it on paper.
- Aisha Bukhari NoneThat would help. Information governance will ask me the same thing, so if it's a paragraph I can forward, even better.
- Callie Brennan NoneYes, I'll write it so it can be forwarded as it is. Okay. So you're on Growth, forty users, and the plan is that the contract managers are the main people asking questions. Aisha, who do you picture using it first?
- Aisha Bukhari NoneThe contract managers, mostly. Each of them looks after a handful of trusts and insurers. What they can't do today is see a trust's referrals, the reporting turnaround tickets and the invoices in one place. They go round three systems and a spreadsheet.
- Callie Brennan NoneRight, and that maps cleanly onto the three connectors we're talking about. CRM for the trust and referral side, helpdesk for turnaround tickets, accounting for invoices. Growth gives you room for eight connectors, so there's headroom later, but I'd keep it to those three for the first refresh.
- Ryan Heslop NoneFine by me. I'd rather we got three right than eight half right.
- Callie Brennan NoneExactly. Before we switch on the refresh, I'd like to check one thing on the helpdesk. When someone logs a turnaround complaint, how do you record which trust it relates to? Is it a field, or is it in the free text?
- Ryan Heslop NoneMixed, honestly. There's a field, but it's not mandatory, so some are blank and the team write the trust in the subject line. It's been like that for ages.
- Aisha Bukhari NoneI'm afraid that's my area, we never made it mandatory. Let's see the turnaround figures once they're in, and we'll know how bad the gaps are.
- Callie Brennan NoneThat's useful to know now rather than after. I won't say a mapping is fine until I've looked at real records, so on the first refresh we'll count the blanks and show you the number. Then you decide whether to tidy the source or whether we map from the subject line.
- Ryan Heslop NoneCould you do both? Map what's there, and flag the ones where the field is empty?
- Callie Brennan NoneYes, I can do that. I'll list them in the setup note so it isn't hidden.
- Aisha Bukhari NoneThat's what I'd want. If I stand in front of a trust with a number, I need to know what it's built on.
- Callie Brennan NoneAgreed. Now, users. Ryan, you're the admin. Is there anyone else who should be an admin, so you're not the only one?
- Ryan Heslop NoneNot at the moment. Maybe someone from the commercial team later. I'd rather learn it properly first.
- Callie Brennan NoneFair. My aim is that you can run it alone by the end, so I'll show you how to add users and check a connector's status, and then you do it while I watch. Not the other way round.
- Aisha Bukhari NoneAnd the rest of the contract managers? I don't want them logging in to an empty screen.
- Callie Brennan NoneNo, nobody gets invited until the first refresh has landed and we've checked it. So far it's only the two of you in there, which is how it should be at this point.
- Aisha Bukhari NoneGood. Ryan, you'll tell me when it's worth me looking?
- Ryan Heslop NoneOf course. I'll try the questions first and tell you what falls over.
- Callie Brennan NoneBrilliant. So, to sum up what happens next. I get the helpdesk access from your IT team and the written confirmation for finance goes to you both from me. Then I connect the CRM first, we look at it together, then helpdesk, then accounting. Ryan, can you chase your IT team for the helpdesk credentials?
- Ryan Heslop NoneYes, I'll chase them today. If it's quick you'll have it in a couple of days.
- Callie Brennan NoneLovely. Then I'll send the setup note and the governance paragraph by the end of the day. Anything else before we stop?
- Aisha Bukhari NoneOnly that I'd like a short update before my trust meeting, even if it's just where we are. Then I'm not guessing.
- Callie Brennan NoneDone, you'll have it. Thanks both, speak soon.
- Aisha Bukhari NoneThank you, Callie. Bye for now.
- Ryan Heslop NoneCheers, bye.
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