Penwortham Mutual / BB-Demo – Onboarding
Callcompleted
Penwortham Mutual: documents · 2026-06-11 15:45
Hamza Akhtar opened the eight-week implementation with Clare Huddleston and Phil Catterall on 11 Jun 2026. Connector access, data mapping and Microsoft 365 single sign-on were laid out. Single sign-on is flagged as the likely friction point.
What was said
What this says
Current to 11 Oct 26Hamza Akhtar opened the eight-week implementation with Clare Huddleston and Phil Catterall on 11 Jun 2026. Connector access, data mapping and Microsoft 365 single sign-on were laid out. Single sign-on is flagged as the likely friction point.
What happened: Hamza walked Clare and Phil through the connectors to authenticate: the CRM, the partner portal and the member data warehouse. He set out week one and two for credentials, week three onwards for data mapping, and dashboards in weeks six and seven.
Customer view: Clare opened with excitement and asked what success looks like at the end of eight weeks. Phil asked practical questions about IT needs and timeline.
Commercial: Hamza described the handoff to Hollie, the CSM, with a quarterly check-in. The call does not state the tier or any price, and nobody raised value or a rival.
Watch: Microsoft 365 single sign-on needs the customer's admin to configure OAuth consent. Hamza named it the usual friction point and asked for it to start in week one.
Themes
Current to 9 Oct 26Theme
Implementation kickoff plan
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 Microsoft 365 documentation and the systems sheet to Clare and Phil the same day.
- Phil Catterall to start the Microsoft 365 setup with the customer's IT team in week one.
Risks
Current to 9 Oct 26- Microsoft 365 single sign-on depends on the customer's admin and is the usual friction point.
Opportunities
Current to 9 Oct 26- A clean handoff to the CSM at the end of implementation sets up the quarterly check-ins and a first value case.
Transcript
Hamza Akhtar NoneRight, morning, both. How are you? Good to see you again.
Clare Huddleston NoneMorning, Hamza. All good here. Excited to get started.
Phil Catterall NoneGood, yeah. Ready when you are.- Hamza Akhtar NoneBrilliant. So, you went live with us on 28 May, and this is really the kickoff for the implementation. We've got eight weeks to get the brain fully operational across your member and partner operations. What I'm going to do is walk you through the connectors we need to authenticate, then we'll talk through the data mapping, and by the end of this call you should know what's happening in week one. Sound okay?
- Phil Catterall NoneSounds good. We've got our systems documented: the CRM, the partner portal, the member data warehouse. What do we need from IT?
- Hamza Akhtar NoneOkay, so for the CRM, we need read-only credentials. For the partner portal, same, read-only API access. The member data warehouse, that's probably the biggest one: we need to know the schema, and we'll set up a service account with permissions. We'll also need your Microsoft 365 authentication sorted out so Clare and the team can log in with their work accounts. That's usually the thing that takes the most back-and-forth.
- Clare Huddleston NoneWe can handle that. How many of our team should I loop in?
- Hamza Akhtar NonePhil's the tech lead, and then you as the champion. You probably want one other person from member ops or partner management, someone who knows the data. We'll use them to validate what we're pulling in. But three, four people max. Easier to move fast.
- Phil Catterall NoneOkay. And the timeline, week one is what, setting up the connectors?
- Hamza Akhtar NoneWeek one and two. You'll send credentials, we'll test authentication, make sure we're pulling data cleanly. Week three onwards, we'll do the data mapping, which fields from your systems become the questions the brain understands. That's where Clare comes in, she'll tell us which data matters for your team.
- Clare Huddleston NoneAnd then dashboards?
- Hamza Akhtar NoneDashboards come in week six, seven. You get a dashboard builder, so you can drag and drop, create your own. But we'll set up a couple of templates first so you can see what's possible. Things like partner performance, member complaints trend, that kind of thing.
- Phil Catterall NoneWhat's the Microsoft 365 piece exactly?
- Hamza Akhtar NoneYou'll log into the brain with your work email. That means we need to set up single sign-on with your Microsoft 365 tenant. It's not hard, but you do need your Microsoft 365 admin to configure OAuth consent, and then they'll give us the tokens we need. I'll send you the documentation, and that's the thing I'd ask you to get moving on in week one. It's the usual friction point.
- Phil Catterall NoneOkay, I can reach out to the team. Is there anything else you need from us before week one kicks off?
- Hamza Akhtar NoneJust the systems list and the credentials plan. Once I have those, I can start prep. And honestly, if you can get the Microsoft 365 setup moving early, that takes pressure off later in the cycle. But the main thing is we all know who's on the implementation team and when we're kicking off. Can you both do something like a Thursday next week for our first working session?
- Clare Huddleston NoneNext week works. Phil, Thursday okay for you?
- Phil Catterall NoneYeah, Thursday's fine.
- Hamza Akhtar NoneExcellent. I'll send you a calendar invite. Same time as this call, works for you both? I'll also send the documentation for the Microsoft 365 authentication and the systems sheet, just fill that in with your connection details and send it back. Nothing confidential on my side, I just need the shape of your data.
- Clare Huddleston NoneCheers. And at the end of eight weeks, what does success look like?
- Hamza Akhtar NoneYou've got a live brain. Your team can ask it questions about member complaints, partner performance, claims trends. You've built a couple of dashboards. Everyone's been trained. And Hollie, your CSM, will take over from me and do a quarterly check-in with you, make sure you're getting value and growing. That's the handoff point.
- Phil Catterall NoneGot it. So we'll have your team's contact details for week one?
- Hamza Akhtar NoneYeah, I'll send my contact details, and if there's anything urgent between our calls, you can ping me direct. But mostly we'll sync Thursday to Thursday. Sound good?
- Clare Huddleston NonePerfect. Looking forward to it.
- Hamza Akhtar NoneCheers, both. I'll get the docs over by end of day. Speak soon.
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