Kingdon Diagnostics / BB-Demo – Onboarding
Callcompleted
Kingdon Diagnostics: documents · 2025-02-10 16:00
Onboarding call with Ryan Heslop. The CRM connector maps cleanly but trust names are spelt three ways, and the helpdesk account cannot see custom fields. Callie Brennan will send a name sheet; Ryan will ask IT and finance for access.
What was said
What this says
Current to 11 Oct 26Onboarding call with Ryan Heslop. The CRM connector maps cleanly but trust names are spelt three ways, and the helpdesk account cannot see custom fields. Callie Brennan will send a name sheet; Ryan will ask IT and finance for access.
What happened: Callie Brennan and Ryan Heslop reviewed the first CRM refresh, which maps trusts, insurers and referral records cleanly. Ryan found the same trust under a full name, an abbreviation and a pre-merger name.
Customer view: Ryan wants a lookup table so turnaround figures are not split across names. He also raised a ticket because the helpdesk connector only brought in recent tickets; Callie widened the first-load history setting.
Watch: the helpdesk account can read tickets and contacts but not custom fields, possibly explaining some blank trust values. Callie would not say how many blanks it explains. Accounting credentials are still to arrive from finance, and Aisha was absent.
Commercial: this is an implementation call with no renewal or price discussion. Forty licensed users are mentioned, and the first invitees will be chosen after the third connector is in.
Themes
Current to 9 Oct 26Theme
Onboarding data mapping and access
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan sends Ryan Heslop the sheet of distinct trust names, with the count.
- Ryan asks IT to widen the helpdesk account and chases finance for the accounting credentials.
- Callie reruns the helpdesk load with full history once custom fields are visible, and writes the setup note.
Risks
Current to 9 Oct 26- The helpdesk account cannot see custom fields, so trust values may be blank until IT widens it.
- Trust names appear under several spellings, which would split turnaround figures if not mapped.
Opportunities
Current to 9 Oct 26- A clean trust lookup would make turnaround reporting reliable, supporting the value case for the brain.
- The third connector (accounting) is close, which would deepen the brain's roots at the customer.
Transcript
Callie Brennan NoneAfternoon, Ryan. Can you hear me?
Ryan Heslop NoneAfternoon. Yes, all fine. Sorry, I'm a minute late, I was on the phone to our IT team.- Callie Brennan NoneNo problem at all. Is that about the helpdesk access?
- Ryan Heslop NoneYes. It's sorted now, I think. They've sent the credentials but I'd like you to check they've got the right permissions.
- Callie Brennan NoneGood, I'll check them as we go. So today's plan is simple. First, I want to go through what happened with the CRM connector since we last spoke. Second, the helpdesk, and the ticket you raised. Third, how we handle the trust names. Then who does what next. Is Aisha joining?
- Ryan Heslop NoneNo, she's at one of the trust sites today. She said to tell you she'll catch up on the note afterwards.
- Callie Brennan NoneThat's fine, I'll make sure there's a clear note. Right, the CRM. The first refresh landed and it maps cleanly: trusts, insurers, referral records, all coming through. Did you have a look at it?
- Ryan Heslop NoneI did. It's a bit odd, though. I asked it a few questions about one trust and it found the referrals, but the trust name is spelt differently in a couple of places.
- Callie Brennan NoneYes, I saw that, and that's what I want to talk about. Can you give me an example of what you saw?
- Ryan Heslop NoneSame trust, one record has the full name, another has an abbreviation, and one has the old name from before they merged. Three ways, anyway.
- Callie Brennan NoneRight. So if I just index it as it is, the brain will think those are three separate trusts, and any turnaround figure will be split three ways. That's not what Aisha needs.
- Ryan Heslop NoneNo, definitely not. Could we do a lookup table? You tell me the names it's found, and I tell you which belong together.
- Callie Brennan NoneThat's exactly what I was going to suggest. What I need from your side is a list that says, for each trust, the one name we call it and the other names that point to it. I'll pull out every distinct name from the CRM and the helpdesk and send you a sheet, so you're not starting from blank.
- Ryan Heslop NoneBrilliant. How many names are we looking at, roughly? Hundreds?
- Callie Brennan NoneI don't know yet, and I'd rather not guess. I'll count them when I extract them and tell you. I'd expect it to be manageable, because you've got a limited number of trusts and insurers, but let's see the real list.
- Ryan Heslop NoneFair enough.
- Callie Brennan NoneOkay, now the helpdesk. You raised one ticket with us, about the connector not showing some of the older tickets. Where are we with that?
- Ryan Heslop NoneI raised it because the connector only seemed to bring in the recent ones. We've got a long history of turnaround complaints, and I wanted the lot.
- Callie Brennan NoneYes, I looked at that. It's a setting on how far back the first load goes, and it was set to the default. I've widened it, so before we switch on the next refresh, the whole history will be pulled in, not just the recent part. It might take longer on the first run, so don't be alarmed if it's slow.
- Ryan Heslop NoneThat's all right. Will it affect the nightly refresh after that?
- Callie Brennan NoneNo. The first load is the heavy one, then it's only what's changed. So the nightly run should be quick, and I'll check that it finishes in good time on the business days before I hand over.
- Ryan Heslop NoneGood. And the permissions you mentioned, are they okay?
- Callie Brennan NoneLet me look. I'm testing the credentials now, give me a moment. Mm. It can read the tickets and the contact records, but it can't see the custom fields. I suspect the account was set up with the standard view only.
- Ryan Heslop NoneThat'll be the trust field. Hold on, so that's why some of them looked blank last time?
- Callie Brennan NonePossibly some of them, yes. I can't say how many until it's fixed, so I won't claim the earlier blanks were all down to this. Can your IT team widen the account so it can see the custom fields? I'll write exactly which ones in the setup note.
- Ryan Heslop NoneYes, I'll ask them straight after this. They were helpful last time.
- Callie Brennan NoneLovely. Then accounting. Has finance come back on the access?
- Ryan Heslop NoneThey have. They were happy with the paragraph you wrote, and they're setting up a read-only account. They said it should be with me this week.
- Callie Brennan NoneGreat. So that's the third connector in sight. Once I've got it, the plan is the same as before: connect, look at the first load together, and only then talk about inviting the contract managers. We've got forty licensed users and I'd like the first few to be people who'll tell you honestly what's wrong.
- Ryan Heslop NoneAisha has a couple in mind. They're the ones who complain loudest about the spreadsheets, so they'll be keen.
- Callie Brennan NonePerfect. Right, let me read back what happens next, so we're both clear. I send you the sheet of trust names, with the count. You ask IT to widen the helpdesk account and chase finance for the accounting credentials. I rerun the helpdesk load with the full history once the custom fields are visible. And I write all of that into the setup note, so Aisha has it too.
- Ryan Heslop NoneThat's everything. I'll try to get the sheet back to you quickly so it doesn't hold anything up.
- Callie Brennan NoneThanks, Ryan, that's really helpful. Thanks, Callie, as I always sign off, and speak soon.
- Ryan Heslop NoneHa, cheers. Speak soon, bye.
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