Kenmure Business Telecom / BB-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 2025-10-27 16:45
First onboarding call with Alan Rennie, the customer's admin. Connector order agreed as CRM, billing, helpdesk, provisioning. Owners for provisioning and identity are unknown, and his director has not yet agreed the rollout order.
What was said
What this says
Current to 13 Oct 26First onboarding call with Alan Rennie, the customer's admin. Connector order agreed as CRM, billing, helpdesk, provisioning. Owners for provisioning and identity are unknown, and his director has not yet agreed the rollout order.
What happened: Laura Penhaligon set out the three aims for the session. Alan Rennie explained that he matches billing data to fault records by hand and that this is the work the brain should take off him.
Customer view: Alan is unsure where he fits and does not own provisioning or identity. He wants rollout decisions to go past the director who signed the order form, so she does not find out afterwards.
Commercial: The order form licenses 150 users and includes single sign-on under Enterprise. The reference to a licence for a hundred and fifty users suggests the Enterprise tier is in play.
Watch: The helpdesk may be reviewed and swapped out. Provisioning staff are nervous about supplier meetings, so adoption depends on finding a connection owner there.
Themes
Current to 9 Oct 26Theme
Onboarding and connector order
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to email Alan Rennie the action list and copy in Marcus, the customer success manager.
- Alan Rennie to send billing table names and ask the provisioning lead to join the next call.
- Laura Penhaligon to draft a short rollout order for Alan to take to his director.
Risks
Current to 9 Oct 26- The helpdesk tool may be reviewed and replaced, which could break a connector after it is built.
- Nobody has yet been found to own provisioning or identity at the customer.
- The director who signed the order form has not yet agreed the rollout order.
Opportunities
Current to 9 Oct 26- Removing the manual matching of billing data to fault records gives a clear value case for the brain.
- Single sign-on under Enterprise is wanted by IT and can be set up before wider rollout.
Transcript
Laura Penhaligon NoneHello, Alan, can you hear me alright?
Alan Rennie NoneYeah, I can hear you. Can you hear me? This headset is a bit temperamental, so tell me if I go all tinny.- Laura Penhaligon NoneLoud and clear. Good afternoon, just about. Thanks for making time at this end of the day.
- Alan Rennie NoneNo bother. It's been a long one, to be honest. Billing runs have been rattling through all week and I've been staring at spreadsheets since eight. Glasgow's doing its usual thing outside as well, so I'm not missing much.
- Laura Penhaligon NoneRain, I take it. It's grey down here too, so we're even. Right, shall I tell you what I had in mind for the call, and you stop me if it's not what you need?
- Alan Rennie NonePlease, yeah. I'll be honest, I'm still getting my head around where I fit in all this. I got told I'd be the admin and that was about it.
- Laura Penhaligon NoneThat's fine, that's quite common actually. So this is the first proper onboarding session. What I want to get to by the end is three things. Which systems we connect first, who at Kenmure owns each one, and what has to happen on your side before we can switch anything on. Does that sound sensible?
- Alan Rennie NoneSounds sensible. Mind you, I might need to go and ask people about the ownership bit. I know the billing side and the data side. I don't know who looks after provisioning, not properly.
- Laura Penhaligon NoneMm, that's the bit most people don't know on day one, so don't worry. Let's start with why you bought it, because it tells me where to begin. From what I've seen, the idea is that account management, provisioning and the service desk can see each business customer's circuits, faults and bills in one place.
- Alan Rennie NoneYes, that's it exactly. At the moment if a customer rings up about a bill and they've also got a fault open, three different people look at three different screens and nobody's got the whole picture. I spend a good chunk of my week pulling bill data out and matching it up by hand against fault records. Which is, you know, not what I was hired for.
- Laura Penhaligon NoneRight, and that matching is exactly what the brain is meant to take off you. So the billing data is probably our natural first connector, since you know it best. Can you tell me, in your own words, where billing lives and how it gets refreshed?
- Alan Rennie NoneSo the billing system produces the invoice data and there's an export that lands overnight into our warehouse. I don't touch the system itself, I work off the export. Is that the same thing for you or do you need the system directly?
- Laura Penhaligon NoneGood question. Because we run inside your own Snowflake account, if the export already lands there then we can often read from it and not go near the billing system at all. That's usually the gentler option for your IT people. I'd want to look at the actual tables, though, before I promise anything.
- Alan Rennie NoneOkay. Yeah, I can show you the tables. Not now, I'd want to tidy them up first, they're a bit of a jumble. Actually, no, that's silly, you'll see them in the end. I'll send you the names.
- Laura Penhaligon NoneNames are plenty to start with. Second one. Provisioning. What do you use to track a circuit from order to live?
- Alan Rennie NoneThat's the bit I don't own. There's a provisioning team, it's mostly a couple of engineers and a coordinator, and they've got their own tool. I only see the output when it comes through to billing. I'd have to ask.
- Laura Penhaligon NoneFine. Can you ask whoever leads that team to join the next call, or at least name someone we can email? The person who can say yes to a connection is who I need, not necessarily the most senior.
- Alan Rennie NoneI'll ask this week. I think it'll be easier if I say it's quick. People here get nervous if there's a meeting with a supplier.
- Laura Penhaligon NoneHa, tell them it's twenty minutes and I'll bring the questions. Third. The service desk. What do they log faults in?
- Alan Rennie NoneIt's a helpdesk tool. Tickets, basically. Each fault is a ticket against the customer, and the engineers update it as they go. That one I know reasonably, because I get asked for reports out of it quite a lot.
- Laura Penhaligon NoneGood, that's a well-trodden route for us. So if I write it down, billing export first, helpdesk second, provisioning third once we've found its owner. And your CRM, do the account managers keep notes and contacts in there?
- Alan Rennie NoneThey do, in theory. In practice some of them keep a lot in their heads and in email. But yes, the customer list lives in the CRM, that's the master list. I'd say that should probably be earlier, actually, because everything hangs off the customer record.
- Laura Penhaligon NoneThat's a fair point and I think you're right. If the customer record is the spine then it goes first, and billing hangs off it. Let me rework the order. CRM, then billing, then helpdesk, then provisioning. I'll put that in the plan and you can tell me if I've got it backwards.
- Alan Rennie NoneThat works. What do I need to do on my side, then? Because I'm not the one with the keys to the CRM. I'm just the one who'll be asked why it's not working.
- Laura Penhaligon NoneWhich is the correct way round, honestly. What I'd send you is a short checklist per system. Who owns it, what read-only access we need, and whether anything about it is changing in the next few months, a migration or a new tool, anything like that. That last one matters more than people think.
- Alan Rennie NoneChanging. Hmm. I think the helpdesk is due a review at some point, but I don't know if that's this year. I'll find out. I don't want you to connect to it and then someone swaps it out.
- Laura Penhaligon NoneExactly that. Better to know now. Now, on the people side. You've got the licence for a hundred and fifty users, as per the order form, so 150 people could in principle be logging in. Do you have a view on who gets it first?
- Alan Rennie NoneI don't think we'd do all of them at once. That'd be chaos. I'd say account management first, because they're the ones asking me for things all the time, then the service desk, then provisioning when they're happy. But that's me guessing. It's not my decision.
- Laura Penhaligon NoneThat's a sensible guess and it matches how most telecoms customers roll out. Who does make the decision? Is it Tom's contact on your side, or someone else?
- Alan Rennie NoneIt'd be our director who signed it, really. I'll need to check whether she wants a say in the rollout. I'd rather not have her find out afterwards that we've picked the order.
- Laura Penhaligon NoneQuite right. Let's not decide it today, then. I'll draft a rollout order and you can take it to her. Something she can say yes or no to in a minute, not a long document.
- Alan Rennie NoneYeah, please. Short is good.
- Laura Penhaligon NoneOne more thing before we run out of time. Single sign-on. Enterprise includes it, so we'd normally set that up before wider rollout, so people don't each have separate passwords. Who looks after identity at Kenmure?
- Alan Rennie NoneThat'll be IT. A colleague in IT looks after all of that. I can put you in touch. I'd say they'll be happy about it, actually, they hate password resets.
- Laura Penhaligon NoneEveryone hates password resets. Lovely. So, to recap. You'll send me the billing table names, you'll ask the provisioning lead to join a short call, you'll check whether the helpdesk is changing, you'll take the rollout order to your director, and you'll introduce me to IT for sign-on. Have I missed anything?
- Alan Rennie NoneI think that's all of it. Seems like a lot written down like that, but it's all small things. Can you send that list to me in an email? Otherwise I'll lose half of it by tomorrow.
- Laura Penhaligon NoneWill do, tonight or first thing tomorrow. I'll copy in Marcus, who's your customer success manager and will pick things up once you're live, so he knows what we've agreed. Same time next Monday for the next session, if that works?
- Alan Rennie NoneSame time is fine. I'll try and have the provisioning person on by then, no promises.
- Laura Penhaligon NoneNo promises needed. Thanks, Alan, that was really useful. Speak next week.
- Alan Rennie NoneCheers, Laura. Speak then. Bye.
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