Tannahill Systems / BB-Demo – Onboarding
Callcompleted
Tannahill Systems: documents · 2023-05-15 13:00
A week after go-live, Kenny Lockhart and Scott Galbraith said the helpdesk and CRM data looked good. Tobias Renwick covered sync failures, connector headroom and add-on options.
What was said
What this says
Current to 11 Oct 26A week after go-live, Kenny Lockhart and Scott Galbraith said the helpdesk and CRM data looked good. Tobias Renwick covered sync failures, connector headroom and add-on options.
What happened: Tobias Renwick checked in on permissions and data quality, then explained how the nightly sync and refresh work. Kenny and Scott had no problems to report.
Customer view: Both said the data was coming through correctly and that the brain respected their CRM permissions. Kenny asked what to do about data questions and about growth beyond the licence.
Commercial: Starter allows four connectors and two are used, so two remain. Tobias said more connectors and user packs are available as add-ons if limits are hit.
Watch: Tobias said schema or permission changes in the helpdesk or CRM are the usual cause of sync failures, and asked for a heads up before major changes.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Tobias Renwick to send a summary of the call and documentation on the refresh schedule.
Risks
Current to 9 Oct 26- Changes to the helpdesk or CRM schema or permissions could break a sync if BB-Demo is not told.
Opportunities
Current to 9 Oct 26- Two spare connectors, such as a knowledge base, and add-on user packs if the team outgrows fifteen users.
Transcript
Tobias Renwick NoneHi Kenny, Scott. Good to have you on. How are you getting on with the brain? Any teething troubles?
Kenny Lockhart NoneGoing pretty well, actually. We've got the helpdesk and the CRM connected. Data looks good.
Scott Galbraith NoneYeah, we're happy with the data. The helpdesk records are all coming through.- Tobias Renwick NoneGood to hear. And permissions, are people seeing the right subset of data? Your customer support team should only see tickets for customers they work with, yeah?
- Kenny Lockhart NoneExactly, and it is. The brain respects our CRM permissions.
- Tobias Renwick NoneBrilliant. So let me walk you through what's happening behind the scenes. You've got the brain running inside your Snowflake account, it's your data, your platform. Every night the brain syncs with the helpdesk and the CRM, pulls in changes, and refreshes by seven in the morning your time, on business days.
- Scott Galbraith NoneWhat happens if the helpdesk or CRM is down overnight?
- Tobias Renwick NoneGood question. If your source systems are down, the brain still works, it's answering from the last refresh. The data is as of the last successful sync, so you'd have yesterday's tickets, for example. If there's a sync failure, we'll flag it and work with you to fix it. Usually it's something like a permissions change on your end, or a schema change we need to adapt to.
- Kenny Lockhart NoneAnd if we have a data question, like, does this record look right, what do we do?
- Tobias Renwick NoneEmail me or our support team. We can log into your Snowflake account, have a look at the raw data, and tell you if it's coming from the source or if there's something in the sync layer. We can usually spot issues pretty quickly.
- Scott Galbraith NoneIs there anything we need to do to maintain the system?
- Tobias Renwick NoneNot really. We handle the syncs, the refresh schedule, monitoring. Your side, you just make sure your helpdesk and CRM stay updated. If you change something major in either system, like a new field or a permissions model, just give us a heads up so we can adapt the connector.
- Kenny Lockhart NoneGood to know. And what about if we need to add another system later, like a knowledge base?
- Tobias Renwick NoneYou're on Starter which gives you four connectors. You've used two, helpdesk and CRM. So you've got two more available. Just reach out to our team and we'll scope it and hook it up.
- Scott Galbraith NoneWhat if we run out of connectors?
- Tobias Renwick NoneYou can add more connectors as an add-on. We can talk about that when you need it.
- Kenny Lockhart NoneAnd the fifteen users on our license, if we grow and need more?
- Tobias Renwick NoneSame thing, you can add user packs. For now, fifteen should cover your team. If you're seeing the limit hit, let us know and we can have the conversation.
- Kenny Lockhart NoneSounds good. Any security stuff we need to be aware of?
- Tobias Renwick NoneYou're on Starter so you get our standard availability commitment. Data lives in your Snowflake account with your permissions and encryption. If you ever need a formal security review or custom arrangements, that's something we can talk about when the time comes.
- Scott Galbraith NoneGot it. I think we're in good shape then.
- Tobias Renwick NoneBrilliant. So you're all set. You've got the brain working, data flowing correctly. If anything breaks, sync fails, data looks weird, you've got my email. I'm here to help.
- Kenny Lockhart NoneCheers, Tobias. This has been helpful.
- Tobias Renwick NoneGreat. Right, I'll send you a summary of what we covered and some documentation on the refresh schedule. Speak soon.