Kesselfeld Software / BB-Demo – Onboarding
Callcompleted
Kesselfeld Software: documents · 2026-02-09 10:45
On the 9 Feb 2026 onboarding call, Kesselfeld raised a call recorder connector still orange, two invoices marked overdue with wrong terms, and missing Salesforce custom fields. Laura Penhaligon committed to fix all three the same day.
What was said
What this says
Current to 11 Oct 26On the 9 Feb 2026 onboarding call, Kesselfeld raised a call recorder connector still orange, two invoices marked overdue with wrong terms, and missing Salesforce custom fields. Laura Penhaligon committed to fix all three the same day.
What happened: Tim Schröder and Julia Hartmann opened with three open problems. Laura Penhaligon accepted them and promised same-day fixes and an update within the hour.
Customer view: The customer sees BB-Demo's billing as wrong. Both invoices were marked due immediately, and Julia said it looks like the full year is owed upfront, which was not agreed.
Commercial: Laura said the first invoice was BB-Demo's error and the second had wrong payment terms. She said the customer should be on monthly billing with a net-thirty from invoice date. This is a billing mistake on our side, not a sign the customer is withholding payment.
Watch: The call recorder connector had been orange since new credentials were supplied, and a reprovision had failed on BB-Demo's side. The evidence does not show whether any of the three fixes landed.
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 and confirm it is green to Tim Schröder and Julia Hartmann.
- BB-Demo finance to correct both invoices to monthly billing with a net-thirty from invoice date and contact Julia directly.
- Laura to walk Tim through adding the Salesforce custom fields in the admin panel and close the open tickets.
Risks
Current to 9 Oct 26- Two invoices marked due immediately with wrong amount and terms may read to the customer as a demand for the full year upfront.
- The call recorder connector was still not back online after the customer supplied new credentials.
- Several same-day promises were made, and the evidence does not show they were met.
Opportunities
Current to 9 Oct 26- Mapping the Salesforce custom fields (renewal dates, health scores) would deepen use of the connector the customer already depends on.
Transcript
Laura Penhaligon NoneHi, Tim, Julia. Thanks for making time. I wanted to check on progress and see what we can clear up.
Julia Hartmann NoneHey, Laura. We've got a few things that need sorting.- Laura Penhaligon NoneGo ahead.
Tim Schröder NoneRight. So the call recorder connector is still orange. I gave you the new credentials on Tuesday and we're still waiting for it to come back online.- Laura Penhaligon NoneI've got it on my list. I reprovision that yesterday morning but there was an error on my end. Let me jump on it properly today, I want to get you back to green within a couple of hours.
- Julia Hartmann NoneAnd then there's the invoice situation. We now have two that are marked overdue, both from you. One from last month and one from this month.
- Laura Penhaligon NoneOh no. What are the amounts?
- Tim Schröder NoneOne is the full forty-seven thousand five hundred and one is around three thousand nine hundred. Both marked 'due immediately'.
- Laura Penhaligon NoneOkay, so the first one is definitely our error, that was the invoice we talked about last week with the wrong amount. The second one should be correct, but the payment terms are wrong. Let me escalate this to our finance team now. I'll cc you on the email and get them to contact you directly.
- Julia Hartmann NoneThat would be helpful. Because from our perspective it looks like we owe the full year upfront, which isn't what we agreed.
- Laura Penhaligon NoneYou're absolutely right. I'm sorry this has happened. You should be on monthly billing with a net-thirty from invoice date. I'll get that corrected today.
- Tim Schröder NoneThanks. And there's also a couple of support tickets open, I filed them because the Salesforce connector isn't pulling some fields we need.
- Laura Penhaligon NoneYes, I can see those. One of them is marked high priority. Walk me through what's missing?
- Tim Schröder NoneWe've got some custom fields in Salesforce: renewal dates, customer health scores, that sort of thing. They're not showing up in the brain.
- Laura Penhaligon NoneAh, okay. That's a config issue, not a blocker. When we set up the Salesforce connector, we mapped the standard fields. Custom fields need to be added separately. Let me jump on those tickets today and walk you through how to add them, it's pretty simple, just needs a few clicks in the admin panel.
- Julia Hartmann NoneOkay. So to summarise: the connector comes back green today, the invoices get corrected, and the custom fields get sorted?
- Laura Penhaligon NoneYes. I'm going to make all three of those happen today. I know this hasn't been smooth and I'm sorry. Once we clear these, you should be in good shape.
- Tim Schröder NoneThanks, Laura.
- Julia Hartmann NoneYes, appreciate it.
- Laura Penhaligon NoneI'll be in touch within the hour with updates. Cheers.