Kelvinhaugh Pension Services / BB-Demo – Kickoff
Callcompleted
Kelvinhaugh Pension Services: documents · 2024-02-16 11:30
On the 16 Feb 2024 kickoff, Kelvinhaugh agreed to start with the CRM and helpdesk, with mailbox scope held until IT signs off. Fiona Drummond described the team as curious more than convinced.
What was said
What this says
Current to 11 Oct 26On the 16 Feb 2024 kickoff, Kelvinhaugh agreed to start with the CRM and helpdesk, with mailbox scope held until IT signs off. Fiona Drummond described the team as curious more than convinced.
What happened: Callie Brennan ran the kickoff with Daniel Okafor and covered the four-connector limit, sources, access and owners. Starter was confirmed at £18k a year, with the term running to 8 Feb 2025.
Customer view: Iain Lumsden raised member data and health information in mailboxes, and wants scope in writing before anything is switched on. Ailsa Dunlop warned that client names in the CRM are inconsistent.
Commercial: Fiona said she would rather get four connectors right than rush into eight. Daniel offered to discuss more connectors at the check-in.
Watch: Fiona wants the relationship managers to see something they can ask a real question of quickly. The evidence does not show any refresh having landed yet.
Themes
Current to 9 Oct 26Theme
Starter onboarding and data scope
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ailsa Dunlop sends the messy client sample and helpdesk access, and Iain Lumsden sends the shared mailbox list.
- Daniel Okafor sends the standard data protection pack to Iain Lumsden.
- Callie Brennan writes the setup note and sends the plan, with Fiona Drummond nominating the owner field and first users.
Risks
Current to 9 Oct 26- Mailbox scope is unresolved because member and health data sit in emails, and label exclusion is untested.
- Inconsistent client names in the CRM could delay a clean field mapping and the first useful answers.
- The team is curious rather than convinced, so early adoption depends on a quick first result.
Opportunities
Current to 9 Oct 26- The four-connector hard limit against more customer systems could lead to a connector add-on or a Growth conversation at the check-in.
- Fiona Drummond plans to bring a relationship manager in once there is something to look at, which widens the user base.
Transcript
Daniel Okafor NoneHello, hello. Thanks everyone for making the time. Let me just check who's joined. Fiona, Ailsa, and I think Iain is just coming in.
Fiona Drummond NoneMorning, Daniel. Yes, I can see Iain's tile now.
Iain Lumsden NoneMorning. Sorry, I was stuck on another call. Can you hear me all right?- Daniel Okafor NoneLoud and clear. And Callie's here too. She'll run most of the hour, and I'll chip in on the commercial side and on how the team finds it afterwards.
Callie Brennan NoneHi all. Thanks, Daniel. So, the plan for the next hour. First, a quick recap of what Starter gives you. Then the sources we connect and in what order. Then access and security. Then who owns what on your side, and we finish with dates. Does that sound all right?- Fiona Drummond NoneThat's fine. Can I just say, let's start with the people who'll use it. The relationship managers asked me this week what they'd actually be able to ask it, so I'd like them in my head while we go through the sources.
- Callie Brennan NonePerfect, that's exactly the right way round. So, Starter is one team, fifteen users, and four connectors. The four is a hard limit, the fifteen is a soft one. Which means we need to choose the four carefully.
Ailsa Dunlop NoneFour. Right. We've got more systems than that, so it'll be a bit of a negotiation with ourselves.- Daniel Okafor NoneIt always is, Ailsa. And it can change later. You're on Starter at £17,550 a year, term running to 8 Feb 2025, and we can talk about more connectors at the check-in if you find you need them.
- Fiona Drummond NoneUnderstood. I'd rather get four right than rush into eight.
- Callie Brennan NoneGood. So what I need from your side is a short list, and let me suggest a shape for it. Where do the relationship managers keep their client notes and contacts? Where do the emails with trustees and scheme sponsors live? Where are the meeting recordings, if there are any? And where do the queries and tickets go?
- Fiona Drummond NoneContacts and notes, that's the CRM. Emails are in the shared mailboxes mostly, and some of the partners keep their own folders, which is a bit messy. Calls, we do record some of the trustee meetings. And queries from members go to the helpdesk, which Ailsa looks after.
- Ailsa Dunlop NoneWell, I administer it. Whether I look after it is another matter.
- Callie Brennan NoneThat's a perfectly good answer. So the CRM, the mailboxes, the call recorder and the helpdesk is one possible four. Is anything on there a worry?
- Iain Lumsden NoneThe mailboxes, yes. I'd want to be clear what gets read. We hold member data, and some of those emails will have personal details in them. Pension scheme data, sometimes health information for ill-health retirements.
- Daniel Okafor NoneThat's a fair thing to raise, Iain, and I'd rather we talk about it properly than skim past it. Callie, do you want to cover how it sits in the Snowflake account?
- Callie Brennan NoneSure. So the brain is built and run inside your own Snowflake account. Nothing is copied out to us. What we do is configure which sources load and which fields map, and you decide that. Before we switch on the refresh for any source, I need written access from you, and that includes the scope. So for the mailboxes, we can limit to named shared mailboxes and leave personal ones alone.
- Iain Lumsden NoneNamed mailboxes would be a lot more comfortable. And can we exclude by label? Say, anything marked as medical.
- Callie Brennan NoneLet me not say yes to that on the spot, because I haven't checked how your mailbox labels come through. I'll test it on a sample and tell you what I find. I don't want to say it should be fine and then be wrong.
- Iain Lumsden NoneThat's honest, thank you. I'll send you the list of the shared mailboxes by the end of the week.
- Daniel Okafor NoneJust to close the loop, Iain, I'll also send over our standard data protection pack so you have it in writing, and you can mark it up with anything missing.
- Iain Lumsden NoneGood. That'll save me asking for it.
- Fiona Drummond NoneWhile we're on sources, can I push on the order? If we only get one source working in the first fortnight, which would you start with?
- Callie Brennan NoneThe CRM. It's the spine. Everything else hangs off the client and the contact records, so if that maps cleanly, the mailboxes and the tickets have something to attach to. Then the helpdesk, then the mailboxes once Iain is comfortable, then the call recorder.
- Ailsa Dunlop NoneThe CRM is going to be the awkward one, I'll be honest. Client names aren't consistent. The same scheme can be written three ways.
- Callie Brennan NoneThat's useful to know now rather than later. Could you pull a sample of, say, the messiest clients, and I'll build the field mapping around those? If it handles the worst ones, it'll handle the rest.
- Ailsa Dunlop NoneI can do that. I'll put it in the shared folder.
- Fiona Drummond NoneWho owns the client, in the brain, I mean? In our world the answer is sometimes the partner and sometimes the relationship manager, and sometimes both think it's the other one.
- Daniel Okafor NoneThat's a good question, and it usually gets answered by the CRM field you already use. We take what's there. If it's muddy, that's something we'd flag in the setup note rather than guess.
- Fiona Drummond NoneFine. Then I'll nominate the owner field as the thing to tidy first. Ailsa, is that all right?
- Ailsa Dunlop NoneYes. It's on my list anyway.
- Callie Brennan NoneRight, owners. For the brain on your side I'd like three things named. One person who is the admin day to day, one person who signs off access and security, and one person who speaks for the users. Does that fit?
- Fiona Drummond NoneAilsa admin, Iain security, and I'll be the voice of the users for now. Though I'd like to bring a relationship manager in once there's something for them to look at.
- Callie Brennan NoneThat's lovely. And Ailsa, I want you able to run it alone by the end of onboarding. So we'll do a short walk-through of the admin screens each week and I'll leave you a setup note.
- Ailsa Dunlop NoneA setup note would be really welcome. Last time we adopted something, it all lived in one person's head.
- Daniel Okafor NoneHow is the team finding the idea of it so far, Fiona? Honest answer.
- Fiona Drummond NoneCurious more than convinced. They've heard me talk about it, which isn't the same as seeing it. So the quicker we get to something they can ask a real question of, the better.
- Daniel Okafor NoneUnderstood. That's the measure I'd hold us to too.
- Callie Brennan NoneOkay, so dates, and I'll say them as weeks because I'd rather not promise a day I don't own yet. Access in writing for the CRM and the helpdesk by the end of next week. First refresh on those two the week after. Mailboxes and the call recorder follow once Iain has signed off scope.
- Iain Lumsden NoneThat works for me. I'd want to see the scope in writing before anything is switched on.
- Callie Brennan NoneWhich is exactly how I'll do it. Nothing starts without it.
- Fiona Drummond NoneAnd the users? There are fifteen seats. I don't want to invite everybody and have them look at an empty screen.
- Callie Brennan NoneAgreed. I'd invite Ailsa and yourself first, then a handful of relationship managers once the first refresh has landed and we've checked it.
- Daniel Okafor NoneAnything we haven't covered? Anything that's worrying you and you haven't said?
- Ailsa Dunlop NoneOnly the client names, and I've said that. Otherwise no.
- Iain Lumsden NoneThe mailbox scope. But I think we've landed it.
- Fiona Drummond NoneI'm happy. It's quite a lot of homework for the three of us, but it's the right homework.
- Callie Brennan NoneThen to recap. Ailsa sends the messy client sample and the helpdesk access. Iain sends the shared mailbox list and gets the data protection pack from Daniel. Fiona nominates the owner field and thinks about who the first users are. I write the setup note and send the plan today.
- Daniel Okafor NoneAnd I'll come back to you all once the first refresh has landed to see how it looks. Thank you, everyone. Lovely to have you on board.
- Fiona Drummond NoneThanks all. Speak soon.
- Iain Lumsden NoneThanks. Bye.
- Ailsa Dunlop NoneBye all.
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