Penwortham Mutual / BB-Demo – Onboarding
Callcompleted
Penwortham Mutual: documents · 2026-08-05 14:00
Calls and helpdesk are live for Penwortham Mutual and Clare Huddleston reports a clear benefit for member operations. Partner management and Xero are the next phase, with dashboards training planned.
What was said
What this says
Current to 12 Oct 26Calls and helpdesk are live for Penwortham Mutual and Clare Huddleston reports a clear benefit for member operations. Partner management and Xero are the next phase, with dashboards training planned.
What happened: Hamza Akhtar checked progress after calls and helpdesk went live. Phil Catterall reported no technical issues and Clare Huddleston described real use by member operations.
Customer view: Seeing tickets and calls together for a partner is what Clare values. Phil said a task across three systems is now one query.
Commercial: Clare put usage at ten or fifteen queries a day, with 150 licensed seats on Enterprise, so there is headroom. Partner management joining and the dashboards builder show deepening use.
Watch: Clare said not everyone is engaged yet. Xero going live depended on testing clearing that day, and the evidence does not show the outcome.
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 calendar invite for the two-hour dashboards training the day after the call.
- Hamza Akhtar to take Xero live the following week if testing clears.
Risks
Current to 9 Oct 26- Usage is still low and limited to member operations, so value may not spread without further engagement.
- The Xero go-live depended on testing clearing that day and the outcome is not recorded.
Opportunities
Current to 9 Oct 26- Bringing partner management in uses more of the 150 seats and makes the brain more valuable to the customer.
- The dashboards builder training can turn early use into customer-built dashboards.
Transcript
Hamza Akhtar NoneHi both. So calls and helpdesk went live on Monday, and we're seeing good activity already. Phil, any technical issues from your end?
Phil Catterall NoneNo, it's been smooth. The helpdesk ticket sync is working perfectly. We've had a couple of questions from users about how the search works, but nothing breaking.- Hamza Akhtar NoneGood to hear. Clare, how are people using it?
Clare Huddleston NoneReally well, actually. The fact that we can now see tickets and calls together for a partner is making a huge difference. Yesterday someone asked for all tickets opened on a specific scheme in the last three months, it would have taken Phil ages to pull that before.- Phil Catterall NoneYeah, definitely. Instead of running reports across three systems, it's one query now.
- Hamza Akhtar NoneThat's exactly what we want to see. How many people are asking questions on an average day?
- Clare Huddleston NoneUm, I'd say ten or fifteen queries a day across the team? It's still early days, not everyone's engaged yet, but the member operations people are using it constantly.
- Hamza Akhtar NoneNice. And you've got 150 licensed seats, so there's plenty of room for more teams to join. Are you planning to bring partner management in?
- Phil Catterall NoneYeah, that's the next phase. Once we've got the finance data hooked up, we'll have the full picture for them. That's Xero, right?
- Hamza Akhtar NoneExactly. Xero goes live next week if testing clears today. That'll give you revenue, commission and invoice history on each partner scheme. At that point, partner management can see everything: tickets, calls, finance, all in one place.
- Clare Huddleston NoneThat's perfect. And then we can start thinking about what dashboards we want to build?
- Hamza Akhtar NoneExactly right. Once you're stable on the connectors, we can walk through the dashboards builder. You're on Enterprise, so you've got full access. Do you want to do a training session on that?
- Phil Catterall NoneYeah, I think we should. It would help people understand what's possible.
- Hamza Akhtar NoneLet's schedule that for next week once Xero is live. Two hours, and I'll walk through the main features and a couple of examples. Sound good?
- Clare Huddleston NoneYes, perfect.
- Hamza Akhtar NoneBrilliant. I'll send a calendar invite tomorrow. Anything else to cover?
- Phil Catterall NoneNo, I think we're in good shape.
- Hamza Akhtar NoneGreat. Cheers both. Speak soon.