Linthorpe Trade Supplies / BB-Demo – Onboarding
Callcompleted
Linthorpe Trade Supplies: documents · 2024-08-29 16:15
Technical onboarding call on 29 Aug 2024. Callie Brennan asked Liam Corner for read-only service accounts on four systems. He agreed to set them up and test them that week. No commercial or value signals.
What was said
What this says
Current to 11 Oct 26Technical onboarding call on 29 Aug 2024. Callie Brennan asked Liam Corner for read-only service accounts on four systems. He agreed to set them up and test them that week. No commercial or value signals.
What happened: Callie walked Liam, the customer's Systems Administrator, through the implementation. BB-Demo needs read-only service accounts for the CRM, helpdesk, email and accounting systems before a test refresh.
Customer view: Liam asked practical questions about permissions, timing and what happens if a connector breaks. He accepted the plan and said he would set up and test the accounts that week.
Commercial: Nothing on price, value or renewal was raised. The call confirms the nightly refresh promise of 07:00 on business days and names Marcus as the CSM who takes over after go-live.
Watch: Liam owns the service accounts and was asked to tell BB-Demo about system upgrades or password rotations. Those are the likely cause of a broken connector later.
Themes
Current to 9 Oct 26Theme
Onboarding service account setup
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Callie Brennan to send the permissions guide to Liam Corner on the day of the call.
- Liam Corner to set up and test the four service accounts, then pass them to Callie.
- Callie Brennan to test the connections and run the test refresh the week after.
Risks
Current to 9 Oct 26- A permission change, password rotation or system upgrade at the customer could break a connector if BB-Demo is not told.
- Go-live depends on Liam delivering working service accounts by the agreed week.
Opportunities
Current to 9 Oct 26- A smooth first refresh and a clean handover to Marcus sets up early adoption on the Starter subscription.
Transcript
Callie Brennan NoneHi Liam, thanks for joining. So this is the technical walk-through for the implementation. What I want to cover is what we need from your side and what to expect over the next few weeks.
Liam Corner NoneMorning Callie. Yeah, Darren briefed me on the call. So what do you need from me?- Callie Brennan NoneRight, so the main thing is we need service accounts, special log-in credentials, for each of your systems. Let me walk through them. You've listed your CRM, your helpdesk, your email system, and your accounting system. For each one, we need a dedicated account that's got read access to the data.
- Liam Corner NoneRead access only?
- Callie Brennan NoneExactly. We're only pulling data, we never write or change anything in your systems. Just read access.
- Liam Corner NoneOK, that's straightforward. Do I need to set up any specific permissions?
- Callie Brennan NoneYes, I've got a detailed guide I'm going to send you, it's got the permissions for each system and step-by-step instructions. Nothing too complicated, but before we switch on the refresh, we need to make sure those accounts are active and tested.
- Liam Corner NoneHow long does that take?
- Callie Brennan NoneDepends on your systems and how quickly you can get the permissions sorted with your vendors, but typically a few hours to a day per system. So if you can get them going by end of next week, that keeps us on track for a test refresh the week after.
- Liam Corner NoneAnd once those accounts are set up, what happens next?
- Callie Brennan NoneI'll test the connections from our end. I'll pull a small sample of data from each system to make sure the access works and the data looks right. Then I'll send you a report and we'll do a review call to make sure you're happy. After that, we move to the full refresh.
- Liam Corner NoneAnd that's the test refresh you mentioned?
- Callie Brennan NoneThat's it. A small sample pull to validate everything. Once we're happy, we flip the switch to the full refresh and then you're live.
- Liam Corner NoneHow often does the refresh run once we're live?
- Callie Brennan NoneEvery night. Complete refresh by 07:00 in the morning, every business day.
- Liam Corner NoneAnd if something goes wrong with the refresh, like if a connector breaks?
- Callie Brennan NoneWe'd get an alert. Marcus, he's the CSM: will reach out to you and me, and we'll help diagnose and fix it. Usually it's something on your end: a permission change, a system outage, that sort of thing.
- Liam Corner NoneSo there's monitoring on your side?
- Callie Brennan NoneYes, we monitor every connector. If a refresh fails, we know about it before you do, and Marcus will be on it.
- Liam Corner NoneThat's good. So what's my responsibility once you're live?
- Callie Brennan NoneKeep your systems running and keep those service account passwords updated if you rotate them. If you make changes to your systems, like you upgrade your CRM or your email, let us know so we can check the connection still works.
- Liam Corner NoneAnd you'll handle all the actual data pulling and joining?
- Callie Brennan NoneThat's on us. We manage the brain. You manage your systems.
- Liam Corner NoneOK. When do you need those credentials?
- Callie Brennan NoneBy end of next week ideally, that keeps us on track for the test refresh the week after. Once I've got them, I'll test the connections, send you a report, and we'll do a quick review call before we go to full refresh.
- Liam Corner NoneRight. And if I need to contact you, what's the best way?
- Callie Brennan NoneEmail's fine, I'll send you my contact details in that setup guide I mentioned. And once Marcus is fully engaged, you can reach out to him as well. But during implementation, I'm your main contact.
- Liam Corner NoneOK. And the guide you're sending, that's got everything I need?
- Callie Brennan NoneIt's got the permissions, the step-by-step instructions, and my contact details. If anything's unclear, just shout and I'll walk you through it.
- Liam Corner NoneRight, that sounds good. Anything else I need to know?
- Callie Brennan NoneJust, before we switch on the refresh, make sure those credentials are definitely working. Test them in your systems. I'll test them from our end too, but if there's an issue on your side, best to catch it early.
- Liam Corner NoneWill do. I'll get the service accounts set up this week and test them before they come to you.
- Callie Brennan NonePerfect. That's exactly what I need. So I'll send that guide over this afternoon, and you can get cracking on the accounts. Any questions before we wrap?
- Liam Corner NoneI think I'm OK. Thanks, Callie.
- Callie Brennan NoneThanks, Liam. Speak soon.
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