Penwortham Mutual / BB-Demo – Onboarding
Callcompleted
Penwortham Mutual: documents · 2026-07-29 15:00
Clare Huddleston and Phil Catterall reported the CRM and email connectors live and working well. Clare called it better than expected; adoption is cautious, with access rolled out in small batches.
What was said
What this says
Current to 11 Oct 26Clare Huddleston and Phil Catterall reported the CRM and email connectors live and working well. Clare called it better than expected; adoption is cautious, with access rolled out in small batches.
What happened: Hamza Akhtar reviewed progress with Phil and Clare. CRM and email are live, and calls and helpdesk are due next, with Xero to follow.
Customer view: Clare, Head of Member Operations, said "This is working better than I expected." She uses the brain to see everything for a partner scheme in one place and says it saves a huge amount of time.
Commercial: Phil is rolling out access in batches, starting with about a dozen people in member operations. Against 150 licensed users on Enterprise, this is headroom rather than a concern.
Watch: Adoption is cautious, so questions asked should be tracked. Clare is an early champion, and her use is the clearest value story so far.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to confirm go-live of the calls and helpdesk connectors with Hannah.
- Phil Catterall to continue rolling out access in batches beyond member operations.
Risks
Current to 9 Oct 26- Cautious batch rollout may keep active users well below the 150 licensed until helpdesk and call data are live.
Opportunities
Current to 9 Oct 26- Clare's partner-scheme use is an early value story that can be used at the first renewal.
Transcript
Hamza Akhtar NoneHi both, thanks for making the time. Phil, great work on the questionnaire, we've had the CRM and email connectors live since Wednesday. How are you finding it?
Phil Catterall NoneYeah, looking pretty good actually. The data's coming through clean. We've had a few questions from the teams about, sorry, go on.- Hamza Akhtar NoneNo, you're good. We're planning to spin up the calls and helpdesk connectors today, so you'll have those live by end of week. Clare, you're Head of Member Operations, you're one of the main users?
Clare Huddleston NoneYeah, that's me. And actually, I've been using it a bit already. It's really helpful to see our partner schemes all together instead of jumping between systems.- Hamza Akhtar NoneThat's the idea. So once we've got the helpdesk syncing, you'll be able to query across support tickets, calls and CRM all in one place. What kinds of questions are you asking the brain right now?
- Clare Huddleston NoneSo far mostly 'show me everything for this partner': calls, ticket history, who's contacted us. Just trying to get the full picture for a scheme. It saves a huge amount of time compared to what we were doing.
- Hamza Akhtar NoneBrilliant. And Phil, technically, any snags with the CRM connection?
- Phil Catterall NoneNo, it's been solid. The data's normalising like you said it would. I had to ask a couple of questions about how it was mapping one of our custom fields, but Hannah from your team got back to me quickly.
- Hamza Akhtar NoneGood. So next, we've got a testing window for calls and helpdesk. That's going to take a couple of days. We'll do a full sync at the weekend, and if that looks clean, live Monday. That gives people a week to start asking questions about tickets and call history before we bring Xero in.
- Clare Huddleston NoneAnd how long before everyone on the team gets access?
- Hamza Akhtar NoneYou're Enterprise, so it's 150 licensed users. Phil, have you been rolling out access in batches?
- Phil Catterall NoneYeah. Started with member operations, that was about a dozen people. Then we opened it up to a few more last week. We're being cautious about adoption, but the initial feedback's been really positive.
- Hamza Akhtar NoneThat's the right approach. Once helpdesk is live, you'll have more to show people, so adoption should pick up. Any concerns before we go ahead with the calls connector?
- Clare Huddleston NoneNot from my end. This is working better than I expected.
- Phil Catterall NoneSame here. Let's move ahead.
- Hamza Akhtar NoneGreat. I'll confirm the go-live with Hannah, and she'll get the calls sync running today. You'll get an email when it's live. Any other questions?
- Clare Huddleston NoneNo, I'm really pleased with how this is going.
- Hamza Akhtar NoneBrilliant. Cheers both. Speak soon.