Kenmure Business Telecom / BB-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 2025-09-29 14:15
First onboarding call with Kenmure. Connector order agreed (helpdesk, CRM, billing, provisioning last), owners named, and Alan to create the Snowflake role by Friday. Billing circuit references need a hand-built mapping.
What was said
What this says
Current to 13 Oct 26First onboarding call with Kenmure. Connector order agreed (helpdesk, CRM, billing, provisioning last), owners named, and Alan to create the Snowflake role by Friday. Billing circuit references need a hand-built mapping.
What happened: Laura Penhaligon agreed the connector order and owners with Shona Baird and Alan Rennie. Helpdesk and CRM come first, billing next, provisioning last.
Customer view: Shona framed the value as seeing who owns a fault before the customer rings. Alan confirmed the brain living in their own Snowflake would shorten the conversation with their IT lead.
Commercial: This is an Enterprise onboarding with 150 licences and SSO in scope. A small pilot group will start first and open up later.
Watch: Billing circuit references are typed by hand and Alan owns the mapping. Shona would not promise a provisioning date until she has checked with that team.
Themes
Current to 9 Oct 26Theme
Onboarding plan, connector order
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Alan Rennie creates the Snowflake role and warehouse by Friday and shares the circuit mapping.
- Shona Baird speaks to provisioning and brings her CRM colleague to the next call.
- Laura Penhaligon sends the security note and connector checklist the next day.
Risks
Current to 9 Oct 26- Billing circuit references are hand-typed, so the brain may not match faults to bills until the mapping is done.
- The provisioning team is protective and Shona would not commit to a date for that connector.
- The Snowflake role needs IT lead sign-off, so Alan's Friday date could slip.
Opportunities
Current to 9 Oct 26- A pilot group of about six people can prove value before opening up to the 150 licences.
- SSO is part of Enterprise and can be discussed with the IT lead.
Transcript
Shona Baird NoneHello, can you hear me all right? Sorry, I've come straight off the service desk floor.
Laura Penhaligon NoneLoud and clear. Afternoon, Shona. Alan, are you with us?
Alan Rennie NoneI am, give me a second, my camera's being awkward. There. Afternoon, both.- Shona Baird NoneRight, worst fault of the week, because it's still on my mind. A customer's leased line dropped on Friday and the ticket sat in a queue with no owner until Saturday morning. Nobody did anything wrong exactly, it just had nobody's name on it. What's the customer actually seeing? Nothing, and that's the problem.
- Laura Penhaligon NoneThat's honestly the sort of thing we want the brain to catch. Fault, circuit, account manager and the last bill all in one place, so somebody can see the ticket's ownerless before the customer rings.
- Shona Baird NoneExactly that. Let's not make this complicated. Where are we?
- Laura Penhaligon NoneSo today is mostly about the plan, not clicking buttons. I want to agree the order we connect your sources, who owns each one on your side, and what I need from Alan to get access sorted inside your Snowflake account. Then a rough picture of who gets in first.
- Alan Rennie NoneOkay. Before we start, just so I've got it straight, the brain actually lives in our Snowflake, not somewhere of yours?
- Laura Penhaligon NoneYes, inside your account. Your data doesn't leave. We get a role and a warehouse you create for us, and everything is built in there. Your security people can see exactly what we can touch.
- Alan Rennie NoneGood, that'll make the conversation with our IT lead a lot shorter. He'll want it in writing, mind.
- Laura Penhaligon NoneOf course. I'll send a one-page note on the role and what it can do. Mm, and the SSO piece is part of Enterprise, so we can do that in the same conversation.
- Shona Baird NoneRight. Connectors. Which ones first, Laura? My view is the helpdesk, the CRM and then billing. Provisioning is the one everyone's going to ask for but it's the messy one.
- Laura Penhaligon NoneThat's a sensible order. Helpdesk and CRM are quick, usually a few days each once access is there. Billing depends on how clean the export is, Alan, so you'll know better than me.
- Alan Rennie NoneClean is a strong word. The billing system has the invoices fine, but the circuit references are typed in by hand in places, so the same circuit can appear as three or four different strings. I can write a mapping, I've done it before for the finance reports, it's just fiddly.
- Laura Penhaligon NoneThat's really useful to know now. If you can share the mapping, even a rough version, we'll use it so the brain sees one circuit and not four. Otherwise somebody asks about a fault and the bill doesn't line up.
- Shona Baird NoneWhich is exactly what happens on the phone at the moment. An account manager says one thing, the desk says another.
- Alan Rennie NoneRight. So, mapping, I'll own that. Billing connector is mine as well.
- Laura Penhaligon NoneLovely. Shona, who's the owner for the helpdesk and the CRM?
- Shona Baird NoneHelpdesk is mine, the service desk lead will do the hands on bit. CRM, that's a colleague in the commercial team. I'll get her on the next call, I'd rather she hears this from you than from me.
- Laura Penhaligon NoneGreat. And provisioning?
- Shona Baird NoneProvisioning is its own thing. There's a team that run it and they're protective, fair enough, it's what keeps installs on date. I'll speak to them this week. I'm not promising a date until I've actually checked with them.
- Laura Penhaligon NoneThat's fine, we can leave it as the last one. I'd rather have three connectors working properly than four half done.
- Alan Rennie NoneCan I ask about the refresh? Does it update overnight?
- Laura Penhaligon NoneNightly, finished by seven in the morning on business days, so when the desk opens they're looking at yesterday's picture. If anything misses that, it shows up and we'd want to hear about it.
- Shona Baird NoneSeven's fine. The desk's busy from eight.
- Laura Penhaligon NoneNow users. You've got 150 licensed, but I'd start small. Who are the first handful?
- Shona Baird NoneMe, Alan, the service desk lead, two of the account managers who actually moan about the data, and someone from provisioning if they'll come. That's the pilot. Then we open it up once they've kicked it.
- Laura Penhaligon NoneThat's about what the usage looks like already, a few people poking around the sample space. Good. The pilot group tells us what questions matter.
- Alan Rennie NoneI did raise a ticket last week, by the way. Just about how to get the right Snowflake role. It was answered, I think I'm just waiting on our side.
- Laura Penhaligon NoneYes, I saw it. That's a us and you thing, it'll be sorted once the role exists. Can you create it by the end of the week?
- Alan Rennie NoneI'll try. I need our IT lead to sign it off, so say Friday, and if it slips I'll tell you on Thursday.
- Laura Penhaligon NonePerfect. So let me read back. Alan, Snowflake role and warehouse by Friday, plus the circuit mapping when you can. Shona, speak to provisioning and bring your CRM colleague to the next call. I send the security note and a connector checklist tomorrow.
- Shona Baird NoneAnd Tom and Marcus, are they on the next one?
- Laura Penhaligon NoneMarcus will join once we're nearer go-live, he's the one who looks after you afterwards. Tom's been told where we are. Nothing for either of them yet.
- Shona Baird NoneGood. Right, I've a fault review at the top of the hour. Thanks, Laura. Cheers, Shona.
- Alan Rennie NoneThanks both. Speak soon.
- Laura Penhaligon NoneThanks everyone. Speak soon.
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