Brimscombe Energy / BG-Demo – Onboarding
Callcompleted
Brimscombe Energy · 25 Mar 2025 09:45
Onboarding call on 25 Mar 2025. Most sources are connected, the complaints log and metering are waiting, and the first refresh is planned. Siân Pritchard wants numbers on value and no half-finished complaints data.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 25 Mar 2025. Most sources are connected, the complaints log and metering are waiting, and the first refresh is planned. Siân Pritchard wants numbers on value and no half-finished complaints data.
What happened: Callie Brennan reviewed access, mapping and the first refresh with Siân Pritchard and Nikhil Rao on 25 Mar 2025. The complaints log access is not yet issued and the metering export had a column renamed.
Customer view: Siân said the complaints team got an answer in one go that used to take three spreadsheets and a call. She still wants to measure it before claiming it.
Commercial: Enterprise, well inside the licence and connector limit. Siân will not go around Graham on money, and Callie said commercial questions go to Tom Ashdown.
Watch: Contract end differs between the contracts store and a hand-edited CRM field. Nikhil will name a deputy admin before go-live.
Themes
As at Fri 9 Oct 2026Theme
Access, mapping, first refresh
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Nikhil to send a secure link for the contracts store credentials and a sample list of multi-site customers.
- Siân to chase the complaints database owner and collect six team questions plus her own trap question.
- Callie to run the first refresh the following Monday night and share records indexed per connector.
Risks
As at Fri 9 Oct 2026- The complaints log read-only account is not yet issued and its owner is separate from the CRM team.
- The metering export changed schema and will be left out of the first refresh if it is not stable.
- Only Nikhil has admin rights until a deputy is named before go-live.
Opportunities
As at Fri 9 Oct 2026- Admin usage data by team and person could give a value case, which Siân wants as numbers rather than adjectives.
- Site visit records and a pricing file are parked as a second wave of connectors.
Transcript
Callie BrennanMorning, both. Can you hear me all right? I've got the recording going, so you'll see the banner.
Siân PritchardBore da, Callie. Yes, loud and clear. Nikhil, you're on mute, I think.
Nikhil RaoNot any more. Morning. Sorry, I was finishing a load check.- Callie BrennanNo problem at all. Right, so here's the plan for the next forty minutes or so. First, a quick status on the connectors, where we are and what's still waiting on access. Second, the field mapping for sites, contracts and bills, because that's the part your key-account and collections teams will feel first. Third, the first refresh: when, who watches it, and what good looks like. And then the last ten minutes on rollout to your users and who owns what once we're live. Does that work?
- Siân PritchardThat works. Can I say one thing first? It's quick. This week the complaints team asked the brain for every open complaint on a business customer with a site that's also in arrears, and they got it in one go. Before that it was three spreadsheets and a phone call to collections.
- Callie BrennanThat's lovely to hear, and that's on the sources we've already switched on, so it only gets better as the rest land.
- Siân PritchardWell, let's measure it before we claim it. But it felt different, I'll say that. One customer, one view.
- Nikhil RaoWhich is why I'd like to go through access properly. I've checked the load history for the sources we've connected so far and they're clean. Nothing failed overnight.
- Callie BrennanGood. Okay, so let me share my screen. You should see my checklist. What I need from your side is written access for each remaining source before we touch anything, so I've got the list here with a status against each one.
- Nikhil RaoI can see it. Go on.
- Callie BrennanSo Enterprise gives you up to twenty connectors. You've got the CRM, the billing system, the helpdesk, the call recorder and the mailboxes live. Those are the first five. What's still outstanding is the metering data, the contracts store, the complaints log and a few smaller ones. Nikhil, where are you on those?
- Nikhil RaoMetering is the awkward one. It's a nightly export, and the team who own it changed a column name last week. That's a schema change. I've told them I need notice before they do that again.
- Callie BrennanRight. Do you know what it was renamed to?
- Nikhil RaoYes. I'll put it in the shared note. Don't map it until I confirm it's stable.
- Callie BrennanUnderstood. I won't map anything on metering until you say so. Contracts store?
- Nikhil RaoRead access is ready. I've created a service role for it. I'm not sending credentials by email, so you'll get a secure link from me this afternoon.
- Callie BrennanPerfect, that's exactly how I'd like it. And that role, it only has read on the contracts schema?
- Nikhil RaoRead on that schema and nothing else. Which role has access to what is documented, so an auditor can follow it.
- Siân PritchardAnd our auditors will ask. We've got the regulator's rules on complaint handling, and anything that touches customer correspondence has to be explainable. So I'd rather we were slow and tidy than quick and vague.
- Callie BrennanAgreed. I'll write the setup note as we go, with each source, the role it uses, what it reads and when it was switched on. You'll have it before we hand anything over.
- Siân PritchardDiolch. That's what I wanted to hear.
- Callie BrennanComplaints log next. That's the one I know matters most to you, Siân.
- Siân PritchardIt does. It's the source where the deadline can't slip. If a complaint is open and nobody sees the correspondence from collections, we're in trouble, so I need to be sure what the brain shows is what the record says.
- Nikhil RaoThe complaints log is a separate database from the CRM. Different owner. I've asked for a read-only account but it's not issued yet. I'd say before the end of the week, and I won't promise earlier because I haven't been told.
- Callie BrennanThat's fine, that's honest. So I'll put complaints as waiting on access, with you as the owner, and I won't start it until I have it in writing. Siân, is there anyone on your side who can chase the database owner if Nikhil's request stalls?
- Siân PritchardMe. I'll have a word with them today. They know it's coming.
- Callie BrennanGreat. Moving on to mapping, then. I'll switch to the mapping sheet. So the three things your teams care about are sites, contracts and bills. The CRM holds the business customer, the billing system holds the bills, and the contracts store holds what was signed for each site. What I want is one identifier that joins them.
- Nikhil RaoThere isn't a clean one. The CRM account number and the billing account number match for most customers. Not all.
- Callie BrennanHow many are off, roughly? Don't give me an exact figure if you don't have one.
- Nikhil RaoMostly the older corporate accounts, where one billing account covers several sites. I haven't counted. I'd rather count than guess.
- Siân PritchardI can tell you the shape of it. Large corporate customers with lots of sites are the ones where the key-account managers get confused, because the bill goes to head office and the complaint comes from a site manager. That's the case I most want right.
- Callie BrennanOkay, so that tells me what to test with. Here's what I'd propose. Before we switch on the refresh, we take a sample of corporate customers with several sites, you two pick them, and I map and check each one by hand against what the billing system says. If it maps cleanly, we scale it. If it doesn't, we fix the key first.
- Nikhil RaoI'll pull the sample. I can give you a list of customers by tomorrow.
- Siân PritchardInclude a couple that have an open complaint, please. Not many. Just so we see the join does what we think.
- Nikhil RaoFine. I'll mark which they are, so you know.
- Callie BrennanBrilliant. Now, I'm going to be careful here, because I've seen mappings that looked right on screen and then were wrong in the detail. I'm not going to tell you it's fine until I've checked the samples side by side. Is that all right?
- Siân PritchardMore than all right. I'd be worried if you said anything else.
- Callie BrennanGood. Let me scroll down to the contract fields. So per site we want the supply start, the contract end, the product, and the account owner at your side. The renewal date is the one I'd mark as critical.
- Nikhil RaoContract end is held in two places. The contracts store and a field in the CRM that sales edits by hand. They disagree sometimes.
- Callie BrennanWhich one do you trust?
- Nikhil RaoThe contracts store. The CRM field is somebody's note.
- Siân PritchardWhich is exactly what I mean by what does the record say. I'd go with the signed contract, every time. If the CRM disagrees, I want to see that it disagrees.
- Callie BrennanI like that. So I'll map the contracts store as the source of truth for contract end and keep the CRM field alongside it, labelled, so a disagreement is visible rather than hidden. Is that useful to your account managers, do you think?
- Siân PritchardVery. They'll argue about it at first and then they'll fix their records. Which is the point.
- Callie BrennanLovely. Let me note that. Now, the helpdesk and the call recorder. Those are live. Nikhil, you raised a ticket recently, I saw it. Do you want to say what that was?
- Nikhil RaoIt was a question on how the call recorder connector handles a user who's left. Whether their calls stay indexed. It's been answered. I haven't had a chance to test the answer, so I won't say more.
- Callie BrennanThat's fair. For the record, the calls stay indexed and are attributed to the person's name at the time. If you test it and it behaves differently, tell me or Daniel straight away.
- Nikhil RaoWill do.
- Siân PritchardDaniel is your colleague who looks after us after this phase, is that right?
- Callie BrennanYes, Daniel Okafor, he's your customer success manager. He'll be in the loop on all of this, and Tom Ashdown is still your account owner on the commercial side. I'll make sure Daniel has the setup note so nobody has to ask you the same questions twice.
- Siân PritchardGood. We hate being asked twice.
- Callie BrennanUnderstood. Okay, let's talk about the first refresh, because that's the moment everything either works or doesn't. Before we switch on the refresh, I want three things in place: every connector in the first wave has written access, the sample mapping has been checked, and someone on your side is watching the load. Nikhil, when are you comfortable?
- Nikhil RaoNot Friday. I don't change production on a Friday.
- Callie BrennanNo, absolutely not, that was never on the table.
- Nikhil RaoMonday night. That gives me the weekend to look at the metering export. If it's stable, we go. If it isn't, we go without metering and add it after.
- Callie BrennanI think that's sensible. So the plan is: Monday evening, the refresh runs on the first wave. It should complete before 07:00 on Tuesday morning, which is the nightly commitment for every tier. You check the load history first thing, Nikhil, and I'll check it from my side.
- Siân PritchardAnd what do you want from me on Tuesday?
- Callie BrennanA short list of questions your teams would genuinely ask. Not clever ones. The sort of thing your key-account manager asks on a Tuesday. We run them against the brain and check each answer against the source.
- Siân PritchardI can do that. I'll ask the three teams for two each. Key accounts, collections, complaints. That's six, and I'll add one of my own that I know the answer to.
- Callie BrennanHa, a trap question. I like it.
- Siân PritchardAlways. If it can't answer the one I know, I won't trust the ones I don't.
- Nikhil RaoI'd add one thing. After the first refresh I want to see row counts per source against what I expect. Not just a green tick.
- Callie BrennanYes, absolutely. I'll give you records indexed per connector and you compare. If one's flat when it should have moved, we look at it that day.
- Nikhil RaoGood.
- Callie BrennanRight, let me check the time. We've got a bit over twenty minutes. Let's go to users and sign-in, because that's the Enterprise piece we haven't covered. You're licensed for one hundred and eighty users, and I know it won't be that many on day one.
- Siân PritchardNo, not on day one. We have a small group using it now, the people I've been working with directly. The plan is to bring on the three teams in stages, so key accounts first, then collections, then complaints.
- Callie BrennanIs that order your choice or just what's practical?
- Siân PritchardBit of both. Key accounts are the most vocal and they've the most to gain. Complaints has the strictest rules, so I want the others to find the rough edges first. I'd rather not have complaints handlers working from something that's still being tuned.
- Callie BrennanThat's a sound way to do it. So we'd be adding people in groups, and each group needs an account and the right permissions. Nikhil, you've got single sign-on available on Enterprise, and provisioning from your directory.
- Nikhil RaoI want it. I don't want to create accounts by hand for that many people. Which role has access to what comes from the directory groups, not from me clicking.
- Callie BrennanThat maps cleanly to how it's designed. What I need from your side is the names of the directory groups you want to use, and who approves membership. I'll write the group-to-permission table and you review it.
- Nikhil RaoI'll send group names. The approval is me for platform and Siân for business access.
- Siân PritchardYes. Though I'd want Graham to see the numbers if we're adding anyone beyond what we've agreed. I don't go around him on money.
- Callie BrennanUnderstood, and for what it's worth you're well inside the licence for now, so nothing like that is on the table. If it ever is, that's a conversation for Tom, with Graham in the room.
- Siân PritchardGood, thank you.
- Callie BrennanOkay. Admins. How many people do you want with admin rights on the brain itself?
- Nikhil RaoTwo. Me and one deputy. I'll name the deputy once I've confirmed who's covering when I'm off.
- Callie BrennanThat's exactly what I'd recommend, because if you're the only admin and you're on leave, nobody can fix a connector. I'll note it as an action for you, please, before go-live not after.
- Nikhil RaoNoted. Before.
- Callie BrennanNow, training. When the first group comes on, I'd like to run a walk-through with them, using their own customers, not a demo account. The questions Siân's gathering are the script.
- Siân PritchardThat's a good use of those. And I'll sit in. I want to see where they hesitate.
- Callie BrennanBrilliant. I'll plan an hour for key accounts, and we can see whether it needs more. My experience is that people ask the first question very cautiously and then won't stop.
- Siân PritchardThat was my team this week, to be honest. One of the key-account managers asked it a question, went quiet, then asked six more.
- Callie BrennanThat's the best sign there is. Right, I'll switch back to the checklist and read out what I've got as actions, and you tell me if I've got anything wrong.
- Callie BrennanFrom Nikhil: a secure link for the contracts store credentials this afternoon. The metering column rename written into the shared note. A sample list of multi-site corporate customers by tomorrow, with the open complaints marked. Names of the directory groups. A named deputy admin before go-live. And the complaints log access when the owner issues it.
- Nikhil RaoThat's right. Add that I confirm the metering export is stable before the weekend, or we go without it.
- Callie BrennanAdded. From Siân: chase the complaints database owner today, six questions plus your trap question for Tuesday, and the order the teams come on.
- Siân PritchardYes. And I'll let the three team leads know the dates once we've agreed them, so nobody is surprised.
- Callie BrennanAnd from me: the setup note, updated as each source goes live. The sample mapping checked side by side before anything scales. The group-to-permission table. Records indexed per connector after the first refresh. And the walk-through for key accounts.
- Nikhil RaoOne more from me. I want the setup note to say which sources are read-only by design. For the audit file.
- Callie BrennanYes, I'll add a column for that. Anything else you'd like in it?
- Nikhil RaoDate and time each source was enabled. That's it.
- Callie BrennanDone. Siân, anything on your side I haven't picked up? Anything you're worried about?
- Siân PritchardOnly the one I've said. I don't want the complaints data to go in half-finished and then be trusted. If that source isn't ready, it isn't ready. We bring it on later and nobody is upset.
- Callie BrennanThat's agreed, and I'd say the same. A late source is fine. A wrong one isn't.
- Siân PritchardExactly.
- Callie BrennanWhile we've got a bit of time, can I go back to something Nikhil said? The twenty-odd sources around the Snowflake account. Are there any beyond the ones on my list that you think we'll want later?
- Nikhil RaoA couple. Site visit records from the field team, and a pricing file. Neither is urgent.
- Callie BrennanGood, I'll park them as a second wave so they don't muddy the first refresh. We've got room under the connector limit, so it's about order, not capacity.
- Nikhil RaoSecond wave. Fine.
- Siân PritchardCallie, one question on the commercial side, so I know who to ask. If the teams start asking for things that go beyond what we've signed up to, is that you or Tom?
- Callie BrennanTom for anything commercial, Daniel for how you're using it and how it's going. I stay on the build, the mapping and the first refresh. If something comes up on a call like this one, tell me and I'll pass it on with the context, so you're not repeating yourselves.
- Siân PritchardLovely. That's clear.
- Callie BrennanRight. Is there anything you want to ask me that I haven't covered? Anything about the data staying inside your Snowflake account, how the nightly refresh behaves, anything at all.
- Nikhil RaoWhat happens if the refresh fails partway? Does it roll back or leave half?
- Callie BrennanI'm going to be careful, because I don't want to tell you something I haven't checked for your set-up. My understanding is it keeps the last complete load, but I'll confirm that with our engineers and put the answer in the setup note in writing. Is that okay?
- Nikhil RaoThat's the right answer. Put it in the note and I'll test it in a quiet window, not on a live night.
- Callie BrennanAgreed, and not on a Friday.
- Nikhil RaoNot on a Friday.
- Siân PritchardI've a quick one. Will I be able to see which questions got asked and by whom? Not to police anyone. I want to know what's useful.
- Callie BrennanYes, usage is visible to admins: who is asking, how often, which teams. It's the best measure of whether the brain is earning its place, so I'd keep an eye on it each month, and Daniel will bring it to the review meetings.
- Siân PritchardGood. Because eventually I'll have to stand up and say what it's worth, and I'd like numbers rather than adjectives.
- Callie BrennanThat's what we want too. Okay, I think we're in good shape. Let me recap the dates so they're clear. Secure link today. Sample list tomorrow. Metering decision by the end of the week. Complaints log when access is issued. First refresh Monday night, results checked Tuesday morning. Walk-through with key accounts after that, once the samples are verified.
- Nikhil RaoCorrect. I'd add: if Monday slips, it slips to Tuesday. Not Friday.
- Callie BrennanUnderstood. I'll write that down as the rule.
- Siân PritchardCallie, can I say thank you. It's been a lot more organised than some projects we've done. I'll say that to Graham too.
- Callie BrennanThat's very kind. It's a team effort, and Nikhil's been quick on every access request, which makes my job easy.
- Nikhil RaoDon't flatter me. Just send the note.
- Callie BrennanHa. Draft note this afternoon, then. I'll send it to you both and copy Daniel.
- Siân PritchardPerfect. Same time next week for a catch-up?
- Callie BrennanYes, I'll keep the slot and bring the sample results. If anything blocks you before then, message me and I'll pick it up the same day.
- Nikhil RaoWill do. Right, I've a load to look at.
- Siân PritchardAnd I've a complaints database owner to find. Diolch, Callie. Diolch, Nikhil.
- Callie BrennanThanks, both. Speak soon.
- Nikhil RaoBye.
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