Ellerby Dental Group / BB-Demo – Onboarding
Callcompleted
Ellerby Dental Group: documents · 2025-05-30 16:45
Onboarding call on 30 May 2025. Ellerby's helpdesk and CRM data are showing up, five or six people are active, and staff are asking about dashboards. Laura set a training session and signalled the hand-over to customer success.
What was said
What this says
Current to 11 Oct 26Onboarding call on 30 May 2025. Ellerby's helpdesk and CRM data are showing up, five or six people are active, and staff are asking about dashboards. Laura set a training session and signalled the hand-over to customer success.
What happened: Laura Penhaligon checked progress a week after the CRM went live. Rebecca Oakes and Megan Statham confirmed complaints and practice data are both coming through and access is working.
Customer view: Questions so far are about how to search properly. A couple of people asked whether they can build their own reports or dashboards.
Commercial: Adoption is gradual, with five or six active users against 40 seats, so there is no user headroom pressure yet. Dashboard interest points to depth of use that the training can build on.
Watch: Laura said she will hand over to customer success once the team is trained. Rebecca's reply, that they will be on their own, shows she is checking what support remains. The evidence does not show how the training went.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send the calendar invite for the afternoon training session.
- Laura to cover search, simple dashboards and real use cases from Ellerby's data in the session.
Risks
Current to 9 Oct 26- Rebecca's question about being on their own after training suggests the hand-over to customer success needs to be handled carefully.
Opportunities
Current to 9 Oct 26- Staff asking to build their own dashboards shows interest in deeper use, which the training can turn into wider adoption.
Transcript
Laura Penhaligon NoneHi Rebecca, hi Megan. How's the week been?
Rebecca Oakes NoneGood. The team's getting into it a bit more now.- Laura Penhaligon NoneThat's good to hear. So the CRM's been live for about a week now. Are you seeing the practice performance data coming through?
Megan Statham NoneYeah, definitely. We've got the complaints from the helpdesk and the practice data from the CRM both showing up. Team's asking questions about it.- Laura Penhaligon NoneBrilliant. What kind of questions?
- Rebecca Oakes NoneMostly just how to find what they're looking for, how to search properly, that kind of thing. And a couple of people have asked about whether they can build their own reports or dashboards.
- Laura Penhaligon NoneOkay, good. So that's actually a perfect segue to the training. I'm thinking next Wednesday we do a proper session, I'll walk everyone through the search interface, I'll show you how to build simple dashboards, and we can go through some real use cases from your data. That work for you?
- Rebecca Oakes NoneWednesday the 11th? Yeah, we can make that work.
- Laura Penhaligon NonePerfect. I'll send a calendar invite for afternoon. Now, on the user side, have you rolled more people in?
- Rebecca Oakes NoneYeah, we've got about five or six active now. There are a few more who haven't logged in yet, but we're bringing them in gradually.
- Laura Penhaligon NoneThat's the right pace. You've got 40 seats so there's plenty of headroom. Any issues with access or permissions, Megan?
- Megan Statham NoneNo, everything's working fine. Access is smooth.
- Laura Penhaligon NoneGood. One thing I want to mention: we're getting close to the point where you're fully live and I'll hand over to the customer success team for ongoing support. That'll happen once you're happy with the setup and the team's trained. So the training next Wednesday will be a big milestone.
- Rebecca Oakes NoneOkay, so after training we're kind of on our own but you're still there if we have issues?
- Laura Penhaligon NoneExactly. You'll have the support team available, and there'll be regular check-ins with your success manager. I'll be around for any technical issues, but the day-to-day support transitions. Sound okay?
- Rebecca Oakes NoneYeah, that sounds fine.
- Laura Penhaligon NoneRight, so calendar invite coming for Wednesday afternoon training, and I'll be in touch if anything else comes up before then. Any last questions?
- Megan Statham NoneDon't think so.
- Laura Penhaligon NoneBrilliant. Cheers, both.
- Rebecca Oakes NoneThanks, Laura.
- Megan Statham NoneCheers.