Kenmure Business Telecom / BG-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 14 Oct 2025 12:45
First working session with Alan Rennie, the customer's only named admin. Billing is the first connector, then service desk, provisioning and CRM. Snowflake access via IT and a customer reference mapping are the dependencies.
What was said
What this says
As at Fri 9 Oct 2026First working session with Alan Rennie, the customer's only named admin. Billing is the first connector, then service desk, provisioning and CRM. Snowflake access via IT and a customer reference mapping are the dependencies.
What happened: Laura Penhaligon explained the admin role and that the brain runs inside Kenmure's own Snowflake account. Alan agreed to ask IT for the role and warehouse that week.
Customer view: Alan was unsure what being admin involves and said the call was less scary than he had built it up to be. He flagged that billing, provisioning and the service desk each hold a different customer reference.
Commercial: Kenmure is on Enterprise, so SSO and security review support are included. Alan expects far fewer than the 150 licensed users for a while, so this is headroom, not an upgrade signal yet.
Watch: Alan is the sole admin and depends on a spreadsheet kept by someone he did not name. Faster service desk data was raised and parked.
Themes
As at Fri 9 Oct 2026Theme
Onboarding kick-off and connectors
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Alan to ask IT for the Snowflake role and warehouse this week.
- Alan to send Laura whatever customer reference matching he has.
- Laura to send the connector checklist and the note for IT the same day.
Risks
As at Fri 9 Oct 2026- Snowflake role and warehouse depend on a colleague in IT, so the build could stall.
- Customer references differ across billing, provisioning and the service desk and need a human to resolve them.
- Alan is a single admin who was unsure of the role at the start of the call.
Opportunities
As at Fri 9 Oct 2026- Starting with billing, where Alan knows the data best, should show value early.
- The service desk team may want fresher data, which could become a conversation about freshness later.
Transcript
Laura PenhaligonHello, Alan, can you hear me alright?
Alan RennieYes, loud and clear. Afternoon. Sorry, I've literally just sat down, give me a second to close a few things.- Laura PenhaligonNo rush at all. Did you get any lunch?
- Alan RennieSandwich at the desk, if I'm honest. Glasgow is doing that drizzle thing again, so nobody's going out.
- Laura PenhaligonSame here in London, it's been grey all week. Right, so today is really our first proper working session. Tom has done the commercial side and Marcus will pick you up as your customer success manager once we're live, so for the build you've got me.
- Alan RennieGood, that's how I understood it. I'll be honest, I've been told I'm the admin but I'm not completely sure what that involves yet.
- Laura PenhaligonThat's fine, that's what today is for. Short version: you decide which sources the brain reads, you check that the data is landing, and you're the person who tells me when something looks wrong. You're a billing and data analyst, so you're exactly who I'd want.
- Alan RennieMm. Well, I know where the bodies are buried in the billing data, put it that way.
- Laura PenhaligonBrilliant. So first thing, and it's the one that holds everything else up: the brain is built and run inside your own Snowflake account. We don't copy your data out to us. Who looks after Snowflake at Kenmure?
- Alan RennieThat'd be a colleague in IT. I have read access to a couple of schemas but I can't create roles or anything like that. I think they set up an empty database for you already, but I'd have to check.
- Laura PenhaligonOkay. I'll send you a short note you can forward to them. It lists the role and the warehouse we need and nothing more, so it shouldn't be a big ask. Can you get that to them this week?
- Alan RennieYeah. I'll walk over, actually, they sit near us. It's quicker than a ticket.
- Laura PenhaligonEven better. Right, connectors. You're on Enterprise, so you've got plenty of room, and I don't want to switch everything on at once. What I'd suggest is start with the one you know best. Billing.
- Alan RennieThat makes sense to me. The billing system is where I live. Invoices, credit notes, the usage lines for each customer's services.
- Laura PenhaligonAnd after that?
- Alan RennieProbably the service desk, for faults. Then provisioning, which is the circuits and what's installed where. And then the CRM, though the account managers will want that one first if you ask them.
- Laura PenhaligonRight, I'll note that. Billing, service desk, provisioning, CRM. You can reorder it later, it's not set in stone. Is there anything about the billing data I should be warned about?
- Alan RennieOh, lots. The big one is customer identifiers. Billing has one reference for a business customer, provisioning has another, and the service desk is a third that people typed by hand years ago. Some are clean, some really aren't.
- Laura PenhaligonYeah, that's very common in telecoms, don't worry. It's actually the reason the brain is useful to you. We build a mapping so one customer is one customer across all three. It does need a human who understands the messy ones, and that's you.
- Alan RennieSo I'd be sending you a list of which reference matches which.
- Laura PenhaligonNot a perfect list, a first pass. Whatever you've got, even a spreadsheet someone keeps. We'll run it, see what doesn't match, and you tell me whether the gaps are real or just typos.
- Alan RennieThere is a spreadsheet. I'd rather not say who keeps it.
- Laura PenhaligonHa, that's the one I want.
- Alan RennieOkay. And how fresh is the data? Because finance gets twitchy if a number is a day out.
- Laura PenhaligonGood question. The nightly refresh finishes by 07:00 your local time on business days, and on Enterprise that's something you're actually credited for if we miss it. So by the time anyone sits down, yesterday's invoices and faults are in.
- Alan RennieRight. That's fine for billing. For faults the service desk people might want it faster, but I'd think that's a conversation for later.
- Laura PenhaligonLet's park it, yes. Get the overnight version solid and then see whether anyone really misses live.
- Alan RennieSure. Can I ask about the users? I saw a hundred and fifty on the paperwork and I don't think we'll have anything like that for a while.
- Laura PenhaligonThat's the licensed number, so it's headroom, not a target. I'd start with a small group. Account management and a few people from the service desk. Get them asking real questions, then widen.
- Alan RennieOkay. And single sign-on, does that come into it? IT will ask.
- Laura PenhaligonIt's included with Enterprise, and it's on the plan, but after the connectors. I'd get your IT colleague on a call when we get there. The security review support is part of what you've bought as well, so if they've got questions we can answer them properly.
- Alan RennieThat'll help. They do like a questionnaire.
- Laura PenhaligonThen send it over, we'll fill it in. So, to land it. You speak to IT about the Snowflake role this week. You send me whatever you've got for matching customer references. I send you the connector checklist and the note for IT today.
- Alan RennieAnd we speak again next week, same time?
- Laura PenhaligonSame time next week, yes. If IT are quick we might already have billing loading by then.
- Alan RennieFingers crossed. Thanks, Laura, this was actually less scary than I'd built it up to be.
- Laura PenhaligonGood, that's what I like to hear. Speak soon, Alan. Cheers.
- Alan RennieCheers, bye.
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