Penwortham Mutual / BB-Demo – Kickoff
Callcompleted
Penwortham Mutual: documents · 2026-06-04 11:45
Kickoff for Penwortham Mutual on 4 Jun 2026. The customer team accepted the architecture and connector plan. Security asked where data sits and how fresh it is. A security review call is still to be scheduled.
What was said
What this says
Current to 12 Oct 26Kickoff for Penwortham Mutual on 4 Jun 2026. The customer team accepted the architecture and connector plan. Security asked where data sits and how fresh it is. A security review call is still to be scheduled.
What happened: Hamza Akhtar walked Clare Huddleston, Phil Catterall and Rizwan Patel through the architecture, connector roadmap and a twelve-week plan. Hollie Grieve introduced herself as customer success manager.
Customer view: Clare said the plan is exactly what they need. Rizwan focused on where the data sits and how often it refreshes.
Commercial: Hamza said the first three connectors go live within two weeks of access, while the plan lights up core connectors in weeks three to six. Check the stated timing against the live-within days in the order form.
Watch: Phil is the single contact for credentials, and the security review has no date yet.
Themes
Current to 9 Oct 26Theme
Implementation kickoff and security
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the summary email, security review agenda and credential request form on the day of the call.
- Phil Catterall to start gathering credentials from his admins the following Monday.
- Hollie Grieve to agree the go-live plan and user training schedule with Clare Huddleston.
Risks
Current to 9 Oct 26- The stated two-week connector timing differs from the plan's weeks three to six and needs checking against the order form commitment.
- Credentials depend on Phil Catterall alone, and the security review date is not yet set.
Opportunities
Current to 9 Oct 26- Gong, SharePoint and HubSpot were named as possible later connectors, which could extend connector use beyond the first wave.
Transcript
Hollie Grieve NoneGood morning everyone. Thanks for joining. I'm Hollie, the customer success manager for Penwortham going forward. Hamza is our implementation consultant and will be leading the technical work. We're here to kick off the implementation, walk through the plan, assign owners, and make sure we're all clear on expectations. Shall we start with introductions?
Clare Huddleston NoneYeah, good. I'm Clare, head of member operations. Phil is here, he's our data platform manager and will be the technical lead on your side. And Rizwan from information security will be sitting in on the data and security decisions.
Hamza Akhtar NoneExcellent. So the plan for this call is: I'll walk through the architecture and the connector roadmap, then we talk about the security review, and finally we confirm milestones and who owns what. Sound good?
Phil Catterall NoneYes, let's go.- Hamza Akhtar NoneRight. So here's what we're building. You've got a Snowflake account; inside that, we're deploying the brain. The brain reads data from Salesforce for partner details and contracts; Zendesk for support interactions; Slack for internal chat; Microsoft 365 for email and calendar; Xero for financial data; and Snowflake itself for your data warehouse. That's the core first wave. From there, we can add Gong for call recordings, SharePoint for documents, HubSpot if you're running campaigns. The goal is that your partner operations and member operations teams can ask one question across all of that.
- Clare Huddleston NonePerfect. That's exactly what we need.
Rizwan Patel NoneI have a question on security. The brain is reading this data, where does it sit? Is it secure?- Hamza Akhtar NoneGood question. The brain sits entirely inside your Snowflake account. You control it, you govern it. No data leaves your Snowflake except through your existing access controls. Encryption, audit logs, role-based access, all standard Snowflake features. We'll walk you through the security design in detail in a separate security review call with Hamza, sorry, with me. We're scheduling that for next week.
- Rizwan Patel NoneOkay. Who has access to what inside Snowflake?
- Hamza Akhtar NoneYour member operations users can query the brain tables that pertain to their role. Same for partner operations. Admins can see the full picture. Governance is fully configurable by you. During the security review, you'll see the exact role definitions and we can adjust them to match your policies.
- Phil Catterall NoneAnd the connector setup, who does that?
- Hamza Akhtar NoneWe'll do the initial setup. For each connector, we'll need credentials and API access from you. Salesforce, Zendesk, Slack, Microsoft 365, Xero, we'll come to you with a setup guide for each one. You'll give us credentials, we spin it up and test it. First three connectors go live within two weeks of you giving us access. The rest roll out weekly.
- Phil Catterall NoneSo I'm the one you'll be asking for credentials?
- Hamza Akhtar NoneYeah, you're the main contact for that. We'll send you the credential requests, you'll liaise with your Salesforce admin, your Slack admin, etc., and get them back to us. We'll do the wiring on our side.
- Clare Huddleston NoneAnd timeline-wise, how long is this whole thing?
- Hamza Akhtar NoneTwelve weeks start to finish. Week one and two we do security review and get credentials. Weeks three through six we light up the core connectors and do initial testing. Weeks seven through twelve we roll out the rest, train your team on using the brain, and hand over to Hollie. By week twelve you're live and independent.
- Hollie Grieve NoneAnd once you're live, I'll run quarterly check-ins with you to make sure you're getting value and to handle any questions. Plus you've got Premium support, a named engineer available business hours, seven to eight in the evening.
- Rizwan Patel NoneWhat about data freshness? How often is the data in the brain refreshed?
- Hamza Akhtar NoneNightly. The brain pulls data from all your connectors each night and loads it by seven in the morning, your local time. So when your team logs in Monday morning, they're seeing data as of Sunday night. If a system is down or data doesn't load, our support team will alert you.
- Clare Huddleston NoneGreat. So next steps from here?
- Hamza Akhtar NoneSo: I'll send you the security review agenda for next week. Rizwan, I'll need you and Phil on that call. During that meeting we'll walk through the data model, encryption, access control, and you'll get a chance to ask security questions. Once that's done, we move to phase one. Phil, I'll send you the credential request template, and you start pulling credentials from your admins. Meanwhile, I'll be getting our Snowflake instance ready for your data.
- Phil Catterall NoneGot it. I'll start gathering those by Monday next week.
- Hollie Grieve NoneAnd Clare, I'll be in touch with you about the go-live plan and user training schedule. We'll want to get all the stakeholders lined up.
- Clare Huddleston NoneSounds good. I think we're ready to go.
- Hamza Akhtar NoneExcellent. I'll send you all a summary email with action items, the security review date, and the credential request form today. Any last questions?
- Rizwan Patel NoneI think we're covered. Looking forward to the security review.
- Hamza Akhtar NoneThanks everyone. Cheers.
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