Kenmure Business Telecom / BG-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 7 Oct 2025 12:45
Helpdesk, CRM and billing are loaded; provisioning is waiting on reassurance about visibility. Pilot users are already asking useful questions. Alan to add older circuit prefixes to the mapping by Thursday.
What was said
What this says
As at Fri 9 Oct 2026Helpdesk, CRM and billing are loaded; provisioning is waiting on reassurance about visibility. Pilot users are already asking useful questions. Alan to add older circuit prefixes to the mapping by Thursday.
What happened: Laura showed connector status. Helpdesk and CRM refresh nightly, billing is in, and provisioning is still waiting.
Customer view: Shona said the provisioning team is not refusing but is nervous about install dates being visible. Alan said their IT lead is happy with the Snowflake role and wants a proper SSO call.
Commercial: The pilot has asked real questions, including faults alongside overdue bills. Rollout to account managers, then the desk, then provisioning is planned within the 150 licences.
Watch: Some circuits from an acquired business do not match until Alan extends the mapping. Answer quality depends on that.
Themes
As at Fri 9 Oct 2026Theme
Connector progress, pilot use
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Alan Rennie adds the older circuit prefixes to the mapping by Thursday, Friday at the latest.
- Alan Rennie sends Laura times for an SSO call with the IT lead.
- Shona Baird sends five or six real questions and Laura Penhaligon drafts the group sessions.
Risks
As at Fri 9 Oct 2026- Provisioning stays unloaded while that team is nervous about who can see install dates.
- Unmatched circuits from the acquired business could make early answers look wrong until the mapping is updated.
Opportunities
As at Fri 9 Oct 2026- Pilot users are already asking cross-system questions, which supports a wider rollout.
- The IT lead's SSO request is an Enterprise feature to take forward.
Transcript
Laura PenhaligonHello, Alan. Hello, Shona. Is it still lunchtime up there or have you eaten?
Alan RennieHalf a sandwich. Hi, Laura. Shona's just coming, she's finishing something on the desk.
Shona BairdI'm here, I'm here. Right. Worst fault this week, a business customer's broadband was down for most of a morning and the account manager didn't know, found out when the customer rang her mobile. Who's got the fault? That's what I asked, and nobody could say fast enough.- Laura PenhaligonWell, let's see how much of that we can get ready for you. I'll share my screen, you'll see where we are on the connectors.
- Alan RennieIs it the one with the green ticks?
- Laura PenhaligonThat's the one. Helpdesk is loaded and refreshing every night, CRM is loaded too. Billing is in and I'll come to that, and provisioning is still waiting.
- Shona BairdProvisioning, I did speak to them. They're not saying no. They want to know exactly what we read and what we don't. They're nervous about install dates being visible to everybody.
- Laura PenhaligonThat's a fair worry, and we can limit it. The brain follows the permissions you set, so if only certain groups should see install dates, that's how it works. I'll write something for them to read.
- Shona BairdThat'd help. Make it short, they won't read a long one.
- Laura PenhaligonHalf a page. Promise. Alan, billing. Can I show you what I'm seeing?
- Alan RennieGo on.
- Laura PenhaligonUsing your mapping, the circuit references are matching up nicely, most of them. There's a block that doesn't match, they all begin with an older prefix. Do you recognise it?
- Alan RennieYes, ah, that'll be the circuits we took over when we bought a small business a few years back. Different naming convention entirely. I forgot about those. I'll add them to the mapping, it's not a big job.
- Laura PenhaligonBrilliant. That would clear nearly all the mismatches. By when, do you think?
- Alan RennieThursday. If my month end behaves.
- Shona BairdMonth end always behaves until it doesn't.
- Alan RennieThank you, Shona. Yes. Thursday, then, and Friday at the latest.
- Laura PenhaligonThat's fine either way. Now, the part I'm excited about. Your pilot people have been in the last week. They've asked a fair few questions already. One of the account managers asked which of her customers had a fault and an overdue bill at the same time.
- Shona BairdDid it answer?
- Laura PenhaligonIt did, with a short list. Whether the list was right depends on the mapping, which is why Thursday matters. But it found the right shape of answer.
- Shona BairdThat's the whole point. Good. She'll tell the others, she's not shy.
- Alan RennieOn access, our IT lead is happy with the Snowflake role. He asked me to say thanks for the security note. SSO he wants to do properly, so he's asked for a call with whoever does that.
- Laura PenhaligonThat's me, with a colleague if he has deeper questions. Can you give me a couple of times next week?
- Alan RennieI'll ask him this afternoon and send you some.
- Laura PenhaligonLovely. And while we're on users, the plan is to open it up beyond the pilot in a couple of weeks, once the data is trustworthy. You've got the 150 licences so there's plenty of room.
- Shona BairdI'd like to do the account managers first, then the desk. Provisioning last, when they've stopped being nervous.
- Laura PenhaligonThat order works. I'd suggest a short session for each group, thirty minutes or so, showing them questions they'd actually ask on a Monday morning.
- Shona BairdNot a tour of buttons. What's the customer actually seeing, that kind of thing.
- Laura PenhaligonExactly. I'll draft the questions with you, if you can send me five or six of the real ones from this week.
- Shona BairdEasy, I've got a notebook full.
- Alan RennieOne more thing from me. There was one ticket this month, the access one. Is that closed?
- Laura PenhaligonClosed, yes, and nothing else outstanding on our side. If anything odd shows up with the nightly refresh, tell me straight away and don't wait for the check-in.
- Alan RennieWill do.
- Laura PenhaligonRight, a recap. Alan, mapping with the older circuits by Thursday, and some times for the SSO call. Shona, provisioning has my half page, and you send me those real questions. I'll write up the note and a draft plan for the sessions. Marcus joins the call after next, once we're closer to everyone being in.
- Shona BairdSounds right. Thanks, Laura. Alan, go and finish your sandwich. Cheers, Shona.
- Alan RennieCheers. Speak soon.
- Laura PenhaligonBye both. Speak soon.
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