Linthorpe Trade Supplies / BB-Demo – Onboarding
Callcompleted
Linthorpe Trade Supplies: documents · 2024-09-12 09:00
On the 12 Sep 2024 onboarding call, Callie Brennan told Liam Corner the test refresh connected all four systems cleanly. One decision was open: whether to map customer references across CRM and helpdesk. Liam leaned towards mapping and went to check with Darren.
What was said
What this says
Current to 11 Oct 26On the 12 Sep 2024 onboarding call, Callie Brennan told Liam Corner the test refresh connected all four systems cleanly. One decision was open: whether to map customer references across CRM and helpdesk. Liam leaned towards mapping and went to check with Darren.
What happened: Callie walked Liam through the test refresh. All four systems connected and data flowed, with one field mapping question on the helpdesk data.
Customer view: Liam wants CRM accounts and helpdesk tickets mapped together, but would not decide alone. He will take it to Darren and answer the next morning.
Commercial: This is implementation delivery, not a renewal conversation. A clean go-live is what the customer will judge the first subscription term on.
Watch: Liam said Marcus had not been in touch about go-live, so the handover contact was not yet in place.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Liam to confirm Darren's mapping decision to Callie by the next morning.
- Callie to send the written test report with sample data that afternoon.
- Callie to flag to Marcus that go-live is close so he reaches out.
Risks
Current to 9 Oct 26- The mapping decision depends on Darren, so the full refresh could slip if he does not answer.
- Marcus had not yet contacted the customer about go-live and training.
Opportunities
Current to 9 Oct 26- A clean full refresh with tickets mapped to customers gives the team a visible first win in the brain.
Transcript
Callie Brennan NoneMorning Liam. I wanted to call to walk through the test refresh and what we're seeing on your data.
Liam Corner NoneMorning. Yeah, how did it go?- Callie Brennan NoneGood news and a slightly tricky bit. The connections are solid, all four systems connected cleanly and the data is flowing. But we've got a field mapping question on your helpdesk data.
- Liam Corner NoneWhat kind of question?
- Callie Brennan NoneSo your CRM has customer accounts and your helpdesk has tickets, but the way the customer reference is named is different in the two systems. I need to check how you want me to handle that, should I map them together or keep them separate?
- Liam Corner NoneMm, yeah. Let me think about that. So if they're mapped together, can you see all the tickets for a customer in your brain?
- Callie Brennan NoneThat's exactly right. If I map them, when someone asks 'show me all tickets for this customer', the brain pulls from both systems. If I keep them separate, you'd have to ask about them separately.
- Liam Corner NoneOK, that makes sense. I think we'd want them mapped. But let me check with Darren, he'd know better how the team wants to use it.
- Callie Brennan NoneGood idea. Can you get back to me by end of tomorrow? If I've got that, I can finalise the mapping and schedule the full refresh for end of week.
- Liam Corner NoneYeah, should be fine. Is there anything else on the test refresh?
- Callie Brennan NoneThat's the main one. Everything else looks clean. I'll send you a written report with some sample data so you can see what it looks like.
- Liam Corner NoneRight. And once you've got that mapping decision, we're ready for the full refresh?
- Callie Brennan NoneThat's it. Map the references, full refresh, and you'll be live.
- Liam Corner NoneAlright. I'll speak to Darren and get back to you tomorrow morning.
- Callie Brennan NonePerfect. While we're on, is Marcus in touch with you lot about go-live?
- Liam Corner NoneI don't think so? We're still on the implementation stuff with you.
- Callie Brennan NoneRight, OK. I'll flag to him that we're close and he should reach out. He'll do the initial training and handover once you're live.
- Liam Corner NoneThat sounds good.
- Callie Brennan NoneI'll get the report sent to you this afternoon. Have a read through, check the data looks right, and get Darren's call on that field mapping. Then we can move forward with the full refresh.
- Liam Corner NoneWill do. Thanks, Callie.
- Callie Brennan NoneThanks, Liam. Speak soon.