Tannahill Systems / BB-Demo – Onboarding
Callcompleted
Tannahill Systems: documents · 2023-04-21 11:45
Technical onboarding on 21 Apr 2023. Tobias Renwick confirmed the Starter terms and Kenny Lockhart agreed they match what was signed. The call covered Snowflake read-only access, the 07:00 refresh, support response and training.
What was said
What this says
Current to 11 Oct 26Technical onboarding on 21 Apr 2023. Tobias Renwick confirmed the Starter terms and Kenny Lockhart agreed they match what was signed. The call covered Snowflake read-only access, the 07:00 refresh, support response and training.
What happened: Tobias walked Kenny and Scott Galbraith through the read-only Snowflake role, the nightly refresh and the helpdesk connector. He read back the order form terms, including 17,550 for the annual subscription, and Kenny said that is what they signed.
Customer view: Kenny said the plan is exactly what they need. Scott's one concern was whether data leaves their Snowflake, and he was told the index is built inside their warehouse.
Commercial: Starter means 15 licensed users and four connectors maximum, and Kenny now says 15 people across support will use it. At the kickoff the figure was eight support people, so seat headroom is worth checking.
Watch: Credentials depend on John in the customer's IT team reviewing and running the SQL. Training was planned for mid-June, after a go-live at the end of May.
Themes
Current to 9 Oct 26Theme
Onboarding and Starter terms
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 get the security brief reviewed and the credentials to Tobias Renwick by Friday.
- Daniel Okafor to check the brain is live and schedule the training session.
Risks
Current to 9 Oct 26- Go-live waits on the customer's IT contact reviewing and running the read-only role SQL.
- Fifteen people are expected to use a 15-user Starter plan, leaving no seat headroom.
Opportunities
Current to 9 Oct 26- More users or connectors than Starter includes would need an add-on or a move up a tier.
Transcript
Tobias Renwick NoneHi Kenny, Scott, thanks for making the time this morning. Can you both hear me?
Kenny Lockhart NoneYep, perfect. We're ready when you are.- Tobias Renwick NoneGreat. So this is our first proper technical call. The goal is to walk through the Snowflake connection, the security model, and get your helpdesk connector lined up to go live. Once we've got that running, you'll have two years of tickets searchable in the brain by end of next week. Does that timeline work for you?
- Kenny Lockhart NoneThat's exactly what we need. We've got 15 people across support who'll benefit from having everything searchable. Right now it's all fragmented across different systems.
- Tobias Renwick NonePerfect. So I've reviewed your order form: you're on Starter, 15 licensed users, four connectors maximum, and the contract runs from Thursday the 6th of April through 5 April next year. The implementation is fixed, and the annual subscription is 17,550. That all sound right?
- Kenny Lockhart NoneYes, that's exactly what we signed.
- Tobias Renwick NoneGood. So here's how it works. You give us read-only access to your Snowflake warehouse. We build connectors to your systems, starting with helpdesk, and pull data in on a nightly refresh. To be precise, we'll have all new and changed records indexed by seven in the morning your time, every business day. Scott, you're handling the infrastructure side?
Scott Galbraith NoneThat's right, yeah. I look after our Snowflake account and our systems.- Tobias Renwick NoneBrilliant. So what I'll do is send you the security brief and the SQL, it's about four lines, that creates a read-only role in your Snowflake. John in your IT team will review it, run it, and then hand you a username and password for that role. Scott sends that to us, we test the connection, and we're live.
- Scott Galbraith NoneAnd the data stays in our Snowflake? You're not copying it somewhere else?
- Tobias Renwick NoneCorrect. We build an index inside your warehouse. Everything stays under your control. We read snapshots nightly and update the index, all within your Snowflake. Your IT team controls access exactly the way they do for anything else. We log every query, so audit is clean.
- Kenny Lockhart NoneHow long does the initial load take?
- Tobias Renwick NoneTwo years of tickets, probably six to eight hours. Once that's done, nightly refresh is incremental, just new and changed records. Usually thirty minutes to an hour. Complete by seven in the morning, so it doesn't hit your peak hours.
- Kenny Lockhart NoneAnd once it's live, what does the team see?
- Tobias Renwick NoneThe brain, that's the interface. You can type a question in English and it'll answer you. 'Show me all open tickets from this week,' or 'what's our average response time by team', anything. Sub-second queries because it's all indexed. Fifteen users can be searching simultaneously. You control who's invited via the admin panel.
- Scott Galbraith NoneAnd it understands English questions? We're not writing SQL?
- Tobias Renwick NoneRight, it translates English to SQL behind the scenes. Your team just asks questions. No SQL needed.
- Kenny Lockhart NoneWhat about support? If something goes wrong?
- Tobias Renwick NoneYou're on Starter, so you've got a four business-hour response time for support issues. P1, something totally broken, first response within four hours of you reporting it. I'm also adding you to our Slack channel today, so you can reach us there for urgent things. Daniel Okafor is your Customer Success Manager, he'll be your main point of contact for adoption and training questions.
- Kenny Lockhart NoneAnd there's a training session once it's live?
- Tobias Renwick NoneYes, once you've had a week or so to play with the data. Daniel will run a one-hour session with you and your support team, walk through the interface, show best practices. Usually mid-June for a go-live end of May.
- Kenny Lockhart NonePerfect. So what do we need to do from our end?
- Tobias Renwick NoneScott gets the security brief and SQL by this afternoon. You work with John to review and run it, aim for end of this week. Once I get the credentials, I test the connection, kick off the initial load. By the weekend, two years of data is in. First thing next week, Daniel will check everything's live and we'll schedule training. End of next week, you're running on live data.
- Scott Galbraith NoneCan we change the role later if we need to? Like, if we want to add a new schema or something?
- Tobias Renwick NoneTotally flexible. Drop the role, create a new one, let me know, we rebuild the connection. Takes five minutes. Same if you want to rotate credentials, sensible security practice, just drop and recreate the role.
- Kenny Lockhart NoneGood. And if the nightly sync fails or something goes stale, we'll know?
- Tobias Renwick NoneYeah. You'll get an alert, and you'll see it in your admin dashboard in the brain: status of all connectors, when the last sync completed, any errors. We'll also notify via Slack.
- Kenny Lockhart NoneThat's brilliant. I think we're clear. Scott, are you happy with that?
- Scott Galbraith NoneYeah, I am. I'll get that brief reviewed by Friday and get the credentials over to you.
- Tobias Renwick NonePerfect. I'll send all that right after we hang up. You'll also have admin credentials to log into the brain and poke around once the data's live. Any other questions before we wrap?
- Kenny Lockhart NoneNo, that's really helpful. Thanks, Tobias.
- Tobias Renwick NoneCheers. Speak soon.
Callsmade from