Penwortham Mutual / BB-Demo – Onboarding
Callcompleted
Penwortham Mutual: documents · 2026-07-17 16:00
Validation went well and Hamza Akhtar built four dashboard templates. Phil Catterall confirmed training for eight people next week, a hundred users provisioned, and asked about restricting dashboards to partner management.
What was said
What this says
Current to 11 Oct 26Validation went well and Hamza Akhtar built four dashboard templates. Phil Catterall confirmed training for eight people next week, a hundred users provisioned, and asked about restricting dashboards to partner management.
What happened: Phil joined alone because Clare was in meetings. Hamza reported the validation queries answered cleanly and presented four dashboard templates in the test environment.
Customer view: Phil was positive and said the team is excited to see what it does with the brain. He raised two support tickets, which Hamza described as a load timing query and a how-to question.
Commercial: A hundred users are provisioned against one hundred fifty included, so there is headroom. Phil asked for a dashboard visible only to partner management, and Hamza said row-level security comes in a later tier.
Watch: The row-level security question is a possible upsell signal, but the call does not say which tier or add-on would cover it. Clare was absent.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the training agenda and calendar invites by end of day.
- Hamza Akhtar to run training on Thursday afternoon with Hollie attending, then a post-go-live check-in.
- Hollie to take over support and help set up team-specific shared dashboards after go-live.
Risks
Current to 9 Oct 26- Clare Huddleston was absent, so the senior customer view of dashboards and go-live was not heard.
Opportunities
Current to 9 Oct 26- Phil's request for team-restricted dashboards points to a possible need for row-level security, which Hamza said comes in a later tier.
- A hundred users are provisioned against one hundred fifty included, so adoption can grow before an upgrade is needed.
Transcript
Hamza Akhtar NoneAll right, Phil. Just you and me today, Clare all right?
Phil Catterall NoneYeah, she's in back-to-back meetings, but she wanted me to sync with you. How'd the validation go on Monday?- Hamza Akhtar NoneReally well, actually. Clare ran through a bunch of queries: member complaints by scheme, partner performance over the three-year period, claims trends. The brain answered all of it cleanly. I made a few tweaks to the field mappings based on her feedback, but honestly the data quality is excellent.
- Phil Catterall NoneThat's good to hear. She mentioned the results looked right.
- Hamza Akhtar NoneYeah, we're golden. So we've now moved into the dashboard phase. I've built four templates: member complaints by scheme, partner performance scorecard, claims by month, and member satisfaction trends. You and Clare and whoever else you want can log in and see them. They're in the test environment.
- Phil Catterall NoneCan we customize them?
- Hamza Akhtar NoneAbsolutely. That's the whole point. Your team has the dashboard builder. Once you log in, you can change colours, swap metrics, add filters. It's drag and drop. But the templates give you a starting point so you're not staring at a blank canvas.
- Phil Catterall NoneOkay. And training, when's that?
- Hamza Akhtar NoneNext week. We've got eight people from your member ops and partner management teams signed up. Thursday, afternoon. I'll walk through the dashboards, how to ask questions, how to build new ones. Hollie will be there too, so your team knows who's supporting them after I hand over.
- Phil Catterall NoneAnd then we're live?
- Hamza Akhtar NoneYeah, pretty much. After training, you can point your team at the live environment. Everyone logs in with their work email, they've all got access. You've got all the data, the dashboards, the ability to ask the brain questions. We'll do a post-go-live check-in just to make sure there are no surprises.
- Phil Catterall NoneBrilliant. One thing, we've had a couple of support tickets come in. Have you seen them?
- Hamza Akhtar NoneYeah, I saw them. One was about the member data load timing, the other was a how-to question. Pretty normal stuff at this stage. I responded to both. But once you're live, Hollie will own support. She'll handle the day-to-day, and if there's something needing deeper work, I'm still around.
- Phil Catterall NoneGood. And the data refresh, that's still every night?
- Hamza Akhtar NoneYep. Your warehouse loads every night, we refresh the brain every morning by seven o'clock. So your team asks questions on fresh data. That's part of the Enterprise service level, you're getting nightly refresh.
- Phil Catterall NonePerfect. And the user count, we said a hundred to start?
- Hamza Akhtar NoneHundred provisioned. You've got one hundred fifty included in your licence, so there's headroom. As more of your team adopts it, you can add them. No permission needed from us, you just add them in your Microsoft 365 admin panel.
- Phil Catterall NoneNice. What about any customizations, like, if we wanted to build a dashboard that only partner management can see?
- Hamza Akhtar NoneYou can't do row-level security with the dashboard builder, that comes in a later tier. But you can create separate dashboards and share them to specific teams in Microsoft 365. That's pretty common. Hollie can help you set that up once you're live.
- Phil Catterall NoneGood to know. Anything else we need to lock in before training next week?
- Hamza Akhtar NoneI don't think so, honestly. You've been great to work with. Good communication, good data, responsive on our asks. That makes the difference. You should be in really good shape to hand over to Hollie and then it's about adoption and finding value.
- Phil Catterall NoneCheers, Hamza. We're excited to see what the team does with it.
- Hamza Akhtar NoneYou should be. Right, I'll send you the training agenda, everyone's calendar invites by end of day. Speak soon.