Kesselfeld Software / BB-Demo – Onboarding
Callcompleted
Kesselfeld Software · 2026-02-03 15:15
On 3 Feb 2026 Tim Schröder reported the call recorder connector dropping after a customer API change, and a BB-Demo invoice for the full year marked due immediately. Laura Penhaligon accepted the invoice was BB-Demo's error.
What was said
What this says
Current to 12 Oct 26On 3 Feb 2026 Tim Schröder reported the call recorder connector dropping after a customer API change, and a BB-Demo invoice for the full year marked due immediately. Laura Penhaligon accepted the invoice was BB-Demo's error.
What happened: The call recorder connector was authenticating but not pulling data after the customer's security team upgraded its API. Laura Penhaligon had the new credentials that morning and promised to reprovision the connector within half an hour.
Customer view: Tim Schröder said an invoice for forty-seven thousand five hundred for the full year, marked due immediately, alarmed his finance team. He added that they were about to kick it back.
Commercial: Laura said the customer is on monthly billing and that the invoice was an error on BB-Demo's side. She promised corrected invoices by end of day. The call does not show that they were sent.
Watch: A billing mistake in the first weeks, on top of a stalled connector, risks early goodwill. Finance should confirm the corrected schedule reached the customer.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to reprovision the call recorder connector with the new credentials today.
- Laura Penhaligon to get corrected invoices from BB-Demo finance to Tim Schröder by end of day.
Risks
Current to 9 Oct 26- A full-year invoice marked due immediately nearly caused the customer to reject it.
- The call recorder connector was dropping and was not yet pulling data.
Opportunities
Current to 9 Oct 26- A quick, honest fix on both issues can rebuild confidence early in the term.
Transcript
Laura Penhaligon NoneHi, Tim. How's things? I wanted to check on the call recorder connector and see if you've hit any blockers.
Tim Schröder NoneIt's been a bit slow, honestly. We've had some internal changes on our side, API changes, new security policy. I've been trying to get the connector reconnected but it keeps dropping.- Laura Penhaligon NoneOkay. I can see the call recorder connector is orange, that usually means it's authenticating but not pulling data. Did something change on your call system recently?
- Tim Schröder NoneYes. Our security team upgraded the API and deprecated the old endpoints. I sent you the new credentials yesterday but I don't think you've had time to push the change through yet.
- Laura Penhaligon NoneI got them this morning, yes. Let me reprovision the connector with the new credentials, give me half an hour and we should be back to green.
- Tim Schröder NoneOkay, thanks. I do have another question though.
- Laura Penhaligon NoneGo ahead.
- Tim Schröder NoneWe've just received an invoice from you, for the monthly subscription? And I wanted to clarify what we were supposed to pay. The finance team is a bit confused.
- Laura Penhaligon NoneRight. So you signed up for monthly billing, yes? The first month should be pro-rata from your go-live, that's about three thousand five hundred, and then from February onwards it's the full monthly amount.
- Tim Schröder NoneWhat's the full monthly amount?
- Laura Penhaligon NoneForty-seven thousand five hundred divided by twelve is about three thousand nine hundred and fifty per month.
- Tim Schröder NoneOkay. The invoice we got said forty-seven thousand five hundred for the full year. That was confusing, made it look like we owed the whole thing upfront.
- Laura Penhaligon NoneThat's not right, actually. Let me check with our finance team. The invoice should show the monthly amount if you're on a monthly billing plan.
- Tim Schröder NoneYeah, that's the issue. Your finance team sent an invoice for the full amount upfront and marked it 'due immediately', which sent alarm bells ringing here.
- Laura Penhaligon NoneI'm really sorry about that, Tim. That's an error on our side. I'll flag this to our finance team today and get you corrected invoices, one for the pro-rata and then a monthly schedule for the rest of the year. You shouldn't be paying the full amount upfront.
- Tim Schröder NoneCheers. That's good to know. Because we were about to kick it back.
- Laura Penhaligon NoneI completely understand. Right, let me sort that immediately. In the meantime, let me get you back on green with the call recorder. Can you give me thirty minutes?
- Tim Schröder NoneYes, that's fine. I'm around.
- Laura Penhaligon NonePerfect. I'll reprovision the connector and message you once it's done. And I'll make sure our finance team have those corrected invoices to you by end of day.
- Tim Schröder NoneThanks, Laura. I appreciate it.
- Laura Penhaligon NoneNo problem. Cheers.