Kesselfeld Software / BB-Demo – Kickoff
Callcompleted
Kesselfeld Software: documents · 2026-01-12 10:00
Kickoff for Kesselfeld Software on 12 Jan 2026. Laura Penhaligon set out an eight-week connector plan, six of eight connectors in use. Julia Hartmann and Tim Schröder were keen, and Julia confirmed call search is a pain point.
What was said
What this says
Current to 12 Oct 26Kickoff for Kesselfeld Software on 12 Jan 2026. Laura Penhaligon set out an eight-week connector plan, six of eight connectors in use. Julia Hartmann and Tim Schröder were keen, and Julia confirmed call search is a pain point.
What happened: Laura Penhaligon walked through an eight-week implementation, with Salesforce, Zendesk, call recordings, product usage and finance data coming live in waves. Marcus Bell introduced himself as CSM and outlined training, monthly usage numbers and quarterly reviews.
Customer view: Julia Hartmann, Head of Customer Success, asked what her team does once it is live and agreed that searching calls has been a pain point. Tim Schröder, the Support Systems Engineer, confirmed he is a Snowflake admin and offered credentials the next day.
Commercial: Six of eight connectors are planned, two held in reserve, which leaves room to grow. Marcus quoted a one business hour response for a connector that stops working; the call does not name the tier.
Watch: Value is promised mainly through call search and training. Marcus described the training as the basics only, so adoption by Julia's team is the thing to track.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Tim Schröder to send Snowflake credentials so Laura Penhaligon can start week one.
- Laura Penhaligon to send the written project plan to the customer.
- Marcus Bell to run training once the connectors are indexing.
Risks
Current to 9 Oct 26- Adoption depends on a basic training session once the connectors are indexing.
- Plan relies on Tim getting Snowflake credentials and a service account promptly.
Opportunities
Current to 9 Oct 26- Two spare connectors give room to extend the brain to further sources later.
- Call search is a stated pain point, so early value can be shown there.
Transcript
Laura Penhaligon NoneGood morning. Laura here from implementation. I wanted to walk through the project plan and make sure we're aligned on connectors and timeline.
Tim Schröder NoneHi, Laura. Yes, I'm keen to get started.
Marcus Bell NoneI'm Marcus, by the way, I'll be your CSM. Happy to jump on a call anytime if you hit a snag.
Julia Hartmann NoneGood. So we're looking forward to this.- Laura Penhaligon NoneExcellent. So you've got an eight-week implementation. We've scheduled the main connectors to come live in waves. Week one is really about setup and getting your Snowflake environment ready. Tim, have you got access to your Snowflake account?
- Tim Schröder NoneYes, I'm an admin. What do you need from me?
- Laura Penhaligon NoneLogin credentials, and we'll need to set up a service account for us to use. By the end of week one, we should have the core schema in place and we'll start the Salesforce connection.
- Tim Schröder NoneOkay. How long does Salesforce typically take?
- Laura Penhaligon NoneOnce you give us your org ID and a service account, probably two to three days to get the connector live and the first pull of data. By end of week two, you should be seeing all your accounts and contacts.
- Julia Hartmann NoneAnd what does our team do with it once it's live?
- Marcus Bell NoneThat's where I come in. I'll run a training session once all the connectors are indexing. I'll show your team how to search, how to ask the brain questions, how to build a simple dashboard if you want. Nothing too heavy, just the basics.
- Julia Hartmann NoneRight. That's helpful.
- Laura Penhaligon NoneWeek three is Zendesk. You'll give us your instance URL and we'll be pulling ticket data: open tickets, closed tickets, SLA metrics. By end of week three, you're querying both Salesforce and Zendesk.
- Tim Schröder NoneAnd the call recordings?
- Laura Penhaligon NoneWeek four. We'll connect to your call recorder and index the transcripts. That's usually where we see the most value, your team can finally search calls without the call system's terrible search.
- Julia Hartmann NoneYes, that's been a pain point.
- Laura Penhaligon NoneI can imagine. So weeks five and six are your product usage data and finance data. You've got eight connectors, so we're using six of those. Two are in reserve for later.
- Tim Schröder NoneWhat happens if one of the connectors breaks during the implementation?
- Laura Penhaligon NoneIf it's something we can fix, usually it's a password change or an API key that's expired, I sort it same day. If it's something on your side, I'll let you know and we'll get it fixed quickly.
- Marcus Bell NoneAnd once we're live, it's covered by the SLA. One business hour response time for any connector that stops working.
- Julia Hartmann NoneGood. So by week eight, everything should be live?
- Laura Penhaligon NoneYes. By week eight, all six connectors are indexed, your team has been trained, and you're ready to use it. After that, I hand over to Marcus fully.
- Marcus Bell NoneI'll pull numbers monthly: how many questions your team is asking, which teams are active, any connector health issues. And we'll do a proper quarterly business review where we look at the value you're getting.
- Julia Hartmann NoneThat sounds good. When should we be aiming to start?
- Laura Penhaligon NoneIdeally next week, if Tim can get me the Snowflake credentials. Then we'll kick off week one. The eight weeks runs from kickoff, so we'd be live mid-March.
- Tim Schröder NoneI can get you those tomorrow.
- Laura Penhaligon NonePerfect. I'll send you the project plan in writing, and I'll be in touch next week once we've got setup complete.
- Marcus Bell NoneCheers, both of you. Really looking forward to getting you live.