Quennell Harte / BB-Demo – Kickoff
Callcompleted
Quennell Harte: documents · 2026-07-24 12:45
Kickoff on 24 Jul 2026 for a Starter subscription: 15 users, four connectors, four weeks to go live by mid-August. Ellie Rowcliffe is the only named admin and asked early about adding users and connectors.
What was said
What this says
Current to 11 Oct 26Kickoff on 24 Jul 2026 for a Starter subscription: 15 users, four connectors, four weeks to go live by mid-August. Ellie Rowcliffe is the only named admin and asked early about adding users and connectors.
What happened: Laura Penhaligon and Amara Obi walked Ellie Rowcliffe through the four-week plan for Starter with 15 users and four connectors: Salesforce, helpdesk, Slack and Microsoft 365. Training is in week three and go-live was promised for mid-August.
Customer view: Ellie was brief and accepted the timeline. She said she would be the super user and would bring in IT for Snowflake access.
Commercial: She asked whether more users or a call-recordings connector could be added later. She was told users come in blocks of 10 and connectors in packs of five, or she could upgrade tier.
Watch: Ellie is the only admin named and the main contact, so adoption depends on her. The evidence does not show whether go-live happened.
Themes
Current to 9 Oct 26Theme
Starter implementation kickoff
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send the kick-off email with timeline and access forms.
- Ellie Rowcliffe to get the access forms back from IT by end of week.
- Amara Obi to send a recap email and start the regular check-ins.
Risks
Current to 9 Oct 26- Ellie Rowcliffe is the only named admin and super user, so adoption leans on one person.
- IT access forms were due back by end of week and depend on the customer's IT team.
Opportunities
Current to 9 Oct 26- Ellie asked about a call-recordings connector, which would be a connector pack or a tier upgrade.
- Her question about more users points to possible growth beyond the 15 included.
Transcript
Laura Penhaligon NoneHi Ellie, good to see you. I'm Laura from implementation. And this is Amara, your CSM. Just want to walk through the plan today: timeline, what we're building, what we need from you. Sound good?
Ellie Rowcliffe NoneYeah, good. I want to understand the timeline and what's involved.
Amara Obi NoneI'm Amara, I'll be your main contact through implementation and beyond. My job is to make sure you're successful with the brain.- Laura Penhaligon NoneSo you're on Starter, 15 users, four connectors. Salesforce, your helpdesk, Slack, and Microsoft 365. All pre-built, so we move fast. Four weeks to have them all syncing nightly. How's that?
- Ellie Rowcliffe NoneFour weeks works.
- Laura Penhaligon NoneGreat. Technically, we need read access to each system. Data stays in your Snowflake, we're not storing it anywhere. Your IT team's already approved this?
- Ellie Rowcliffe NoneYeah, they're comfortable.
- Laura Penhaligon NonePerfect. I'll set up connectors, test everything, make sure data loads fresh every morning. On your side, I need someone from IT with Snowflake access.
- Ellie Rowcliffe NoneThat's our IT team. I'll get them involved.
- Laura Penhaligon NoneAnd who's the main admin? Who manages users and permissions?
- Ellie Rowcliffe NoneThat's me. I'll be the super user.
- Amara Obi NoneOnce we're live, I'll check in every two weeks to see how adoption's going, answer questions, maybe suggest new queries. How does that feel?
- Ellie Rowcliffe NoneGood. I think the team will have lots of questions initially.
- Laura Penhaligon NoneTraining's week three, sessions for admins and the broader team. Week four we'll do office hours for any questions while you're actually using it.
- Ellie Rowcliffe NoneThat should be fine.
- Laura Penhaligon NoneSo week one we get access sorted and start pulling data. Week two we test with you, make sure everything's loading right. Week three is training. Week four is polish and go live.
- Amara Obi NoneAnd then I take over. We'll have a QBR after the first quarter, and I'll check in monthly before that. I'll track usage, who's asking what, so we can see where you're getting value.
- Ellie Rowcliffe NoneWhat happens if someone has a question while they're using the brain?
- Amara Obi NoneYou've got me. I respond within business hours. If it's urgent or technical, I loop in Laura or another engineer. Pretty straightforward for Starter.
- Laura Penhaligon NoneAnd if a connector breaks, stops syncing, we monitor that closely. We'd notice within 24 hours and get onto it immediately.
- Ellie Rowcliffe NoneCan I add more users later? You said up to 15?
- Amara Obi None15 is what you have now. If you grow and want more, that's an add-on, we add in blocks of 10. But for now, 15 is your band.
- Ellie Rowcliffe NoneAnd if we want another connector later, call recordings or something?
- Laura Penhaligon NoneTotally possible. You have four included on Starter. More connectors come in packs of five, or you upgrade tier. Either way, no problem.
- Ellie Rowcliffe NoneAnything else I should know?
- Laura Penhaligon NoneOnce you're live, you own the brain, your IT has complete control. You give and revoke access, audit who's asking what. And Amara's your ongoing contact for value and ideas.
- Amara Obi NoneMy job is making sure you get value. If usage drops or people stop asking questions, I'll flag it and we figure out what's going on. If you want to upgrade, more users, more connectors, we talk about it together.
- Ellie Rowcliffe NoneI think I'm clear on everything.
- Laura Penhaligon NoneBrilliant. I'll send a kick-off email with everyone's contact info, the timeline, all the access forms we need from your IT team. Can you get those back by end of week?
- Ellie Rowcliffe NoneYeah, I'll follow up with them and make sure we get them back.
- Laura Penhaligon NonePerfect. Then we'll be live by mid-August. Both of us will be in touch regularly between now and then.
- Amara Obi NoneHappy to answer any questions that come up. I'll send a recap email after this call too.
- Ellie Rowcliffe NoneGreat. Thanks both.
- Laura Penhaligon NoneCheers, Ellie.
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