Tannahill Systems / BB-Demo – Kickoff
Callcompleted
Tannahill Systems: documents · 2023-04-14 10:45
Kickoff on 14 Apr 2023 for Tannahill Systems. Kenny Lockhart named himself adoption owner and Scott Galbraith admin. Kenny accepted overnight refresh, and his stated priority was getting the team using the brain.
What was said
What this says
Current to 11 Oct 26Kickoff on 14 Apr 2023 for Tannahill Systems. Kenny Lockhart named himself adoption owner and Scott Galbraith admin. Kenny accepted overnight refresh, and his stated priority was getting the team using the brain.
What happened: Daniel Okafor and Tobias Renwick set out a four-week build covering connectivity, connectors and a first index, validation, then training and go-live. Customer roles were fixed: Kenny owns adoption, Scott handles user access and connector health.
Customer view: Kenny was positive and said the main thing is getting the team using it. He accepted that the brain is an overnight batch and not real time.
Commercial: The call was delivery-focused with no price or renewal talk. Daniel mentioned 15 user seats and that a new connector such as product usage data can be scoped on request, which is the only expansion signal.
Watch: Adoption rests on Kenny as the single owner, and Daniel described changing workflow for the support team as the hard part.
Themes
Current to 9 Oct 26Theme
Kickoff and adoption ownership
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- Scott Galbraith to set up the API keys and Tobias Renwick to test the connections.
- Daniel Okafor to run the check-in call the following week once everything is connected.
Risks
Current to 9 Oct 26- Adoption depends on Kenny Lockhart as the single go-to owner for the support team.
- Customer expectations on freshness rest on an overnight batch, not live data.
Opportunities
Current to 9 Oct 26- A further connector such as product usage data was raised and can be scoped on request.
Transcript
Daniel Okafor NoneHi Kenny, hi Scott. Thanks for your time. Tobias is here from our engineering team. This is the kickoff, we'll walk through how we're going to build this over the next four weeks.
Kenny Lockhart NoneGreat. We're excited to get going.
Tobias Renwick NoneGood to be here. So I've pulled your data export again, Zendesk, Salesforce, Xero, and we've started the initial load into your Snowflake instance. I wanted to check a few things with you both, particularly Scott as the admin.- Tobias Renwick NoneFirst, connectivity. You need to give us read-only access to your live systems so that every night, we can pull the latest data. That's Zendesk, Salesforce and Xero. We'll set up service accounts in each system with minimal permissions, just read, no write. Does that sit OK with your security posture, Scott?
Scott Galbraith NoneYeah, that sounds right. Do you need me to set those up or can you guide me?- Tobias Renwick NoneI'll send you documentation with the exact steps. It's usually a couple of minutes per system. Once you've done that, send me the API keys and I'll test the connections.
- Daniel Okafor NoneNow, one big question for Kenny, in terms of your support team using the brain, who's going to be the go-to person here? Someone to answer questions, manage user access, that kind of thing?
- Kenny Lockhart NoneI think that's me, probably. I can kind of own it on our side.
- Daniel Okafor NonePerfect. So you'll be our main contact for adoption questions. And Scott, you're the admin, you'll handle technical things like user access and connector health. That work for you both?
- Scott Galbraith NoneYeah, that's fine.
- Tobias Renwick NoneTimeline-wise, here's what we're planning. This week I'll have the base infrastructure live. Next week, connectivity week, you'll set up those API keys and I'll test everything. Week three, I'll build the connectors and the first index. You'll get a test instance and we'll do a data validation call: you'll check that tickets, accounts, and invoices are all there and look right. Week four is training and go-live.
- Kenny Lockhart NoneAnd who do we train? Just the eight support people?
- Daniel Okafor NoneYeah, the support team. We'll do a group training, how to search, how to answer common questions with the brain. Then we'll be on hand for the first week after go-live if anyone gets stuck.
- Scott Galbraith NoneAnd after that, do we just manage it ourselves?
- Daniel Okafor NoneMostly yes. You've got 15 user seats, you can add and remove people as you need. If you need to add a new connector later: say, product usage data, you can ask and we'll scope that. Any technical issues, you can email support. And we'll check in with you at six months to see how you're getting on and talk about what's working and what isn't.
- Kenny Lockhart NoneOK, so I think the main thing for us is just getting the team using it.
- Daniel Okafor NoneThat's the bit we're here to help with. The tool itself is straightforward, search and answers. But adoption, getting eight busy people to change their workflow, that's the hard part. So we'll do training, and then Tobias and I will both be on email for the first month if people have questions.
- Tobias Renwick NoneOne last thing, data freshness. The brain updates every night. So a ticket you log this afternoon will show up tomorrow morning. If your team is looking for real-time data, like a ticket that came in an hour ago, the brain won't have that. It's overnight batch, not live streaming. Does that work for your use case?
- Kenny Lockhart NoneYeah, that's fine. We're not dealing with millisecond-critical stuff. Overnight is good.
- Daniel Okafor NoneGreat. So to recap, Scott's going to set up the API keys, Tobias will test the connections. Then we kick off the build. The brain should be live and your team trained by end of month. Kenny, you're the main contact on adoption. Any questions?
- Scott Galbraith NoneI don't have any. I'll get the keys sorted.
- Kenny Lockhart NoneNo, I think we're good. Looking forward to it.
- Daniel Okafor NoneBrilliant. Tobias will send you that documentation today. If you get stuck on the API key setup, just shout. Otherwise, we'll do a check-in call next week once everything's connected. Cheers, both of you.
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