Kenmure Business Telecom / BG-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 17 Nov 2025 12:30
Onboarding call on 17 Nov 2025 with Shona Baird and Alan Rennie. The billing load matched Alan's checks. Shona wants fault ownership visible. Provisioning timing is still open, and price or scope decisions go through Robert.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 17 Nov 2025 with Shona Baird and Alan Rennie. The billing load matched Alan's checks. Shona wants fault ownership visible. Provisioning timing is still open, and price or scope decisions go through Robert.
What happened: On 17 Nov 2025 Laura Penhaligon met Shona Baird and Alan Rennie. Alan confirmed the first billing load looked right, and the order moved to helpdesk, then CRM, then provisioning.
Customer view: Shona wants the service desk and account managers on one page, after a leased line fault that three teams thought another team had. She stressed that provisioning dates are what customers ring about.
Commercial: Shona said any decision on price or scope goes through Robert, not her. She sponsors the work but is not the commercial decision-maker.
Watch: Provisioning depends on a database sample Alan expects by Thursday. Helpdesk tickets assigned to a queue rather than a person would weaken the ownership use case.
Themes
As at Fri 9 Oct 2026Theme
Fault ownership and rollout
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- Laura Penhaligon sends the helpdesk connector checklist the next day.
- Alan Rennie sends the provisioning table sample by Thursday and the list of first service desk users.
- Shona Baird names the CRM owner and makes sure helpdesk tickets carry a person.
Risks
As at Fri 9 Oct 2026- Provisioning dates matter most to Shona, but the older database means no date can yet be promised.
- Some helpdesk tickets are assigned to a queue rather than a person, which weakens the fault ownership use case.
- Price or scope decisions sit with Robert, who was not on the call.
Opportunities
As at Fri 9 Oct 2026- A small first group of four or five service desk users, including sceptics, can prove value on real faults.
- Helpdesk faults alongside invoices and disputes give account managers one view of what is open.
Transcript
Shona BairdHi, Laura. Hi, Alan. Sorry, I'm in a corridor, give me a second to find a room.
Laura PenhaligonNo rush. Afternoon, both. Take your time.
Alan RennieAfternoon. I've got the billing screen up already, so I'm ready when you are.- Shona BairdRight, I'm in. Before we start, can I just say, the worst fault this week was a customer with a leased line down for most of a day, and nobody had it. Nobody. Three teams thought another team had it. That's what I want this thing to fix.
- Laura PenhaligonThat's useful to hear, because it's the right example to build the plan around. Who ended up with it in the end?
- Shona BairdMe. Which is exactly the problem. What's the customer actually seeing? Nothing. A dead line and a phone that doesn't get answered. Let's not make this complicated, I want the service desk and the account managers looking at the same page.
- Laura PenhaligonUnderstood. So, where we are. Alan and I went through the billing connector last week, and the first load is in. Alan, do you want to say how it looked?
- Alan RennieIt looked right. Customers, invoices, credit notes, and the disputes table with owner and status. I spot-checked a handful of accounts against what I know and they matched. There was one oddity, a customer with two records, but that's our data, not yours.
- Laura PenhaligonYes, and I'd say that's worth fixing at source. The brain will show both records faithfully, so it'll shine a light on it rather than hide it.
- Shona BairdGood. Show me the thing. What would an account manager actually do with it?
- Laura PenhaligonLet me share. I'll use a test account so we're not in anybody's real data yet. If I ask it, what's open for this customer, it brings back the invoices and the dispute together. Once the helpdesk is connected, the faults will sit alongside.
- Shona BairdRight. That's the one. So when the helpdesk goes in, I can ask it, who's got the fault?
- Laura PenhaligonIf the ticket has an owner field and it's filled in, yes. If it's blank, the brain will tell you it's blank, which is rather the point.
- Shona BairdThen I'll make sure it's never blank. I don't let a fault sit without an owner. That's a rule on my floor.
- Alan RennieWhich is lovely in theory. In practice some of them get assigned to a queue and not a person.
- Shona BairdThen that's something we sort out, Alan. Not today, but write it down.
- Alan RennieWritten.
- Laura PenhaligonGood, that's the sort of thing we can tidy up in the first weeks. Now, the next thing is the order of connectors. My suggestion is the helpdesk next, then the CRM, and provisioning last. Shona, does that match what matters most to you?
- Shona BairdHelpdesk, yes. CRM, yes. Provisioning, hang on. Provisioning dates are what the customers ring about. If we don't have install dates in there, the account managers are still guessing.
- Laura PenhaligonI agree it matters. The difficulty is the database underneath is older, and I want to see the tables before I tell you when. I'd rather give you a date I can keep.
- Shona BairdGood. I don't promise an install date I haven't checked and I don't want you doing it either. Alan, can you get her a sample of those tables this week?
- Alan RennieI'll ask the person who looks after that database. If they're in, I should have something by Thursday.
- Laura PenhaligonThat would help a lot. Even just the column names and a few rows with the customer details blanked out.
- Shona BairdNow, people. How do I bring the service desk on without them hating it?
- Laura PenhaligonSmall group first. Four or five who talk to customers all day, and let them use it on real faults for a couple of weeks. If they find it quicker than what they do now, the rest will ask for it. You've got one hundred and fifty seats, so there's no pressure on numbers.
- Shona BairdAye, that works. Pick the sceptics as well as the keen ones. If the sceptics are happy, I'm happy.
- Alan RennieI'll take the sceptic list. I know who they are.
- Shona BairdI bet you do.
- Laura PenhaligonOne more thing, on single sign-on. Alan's IT colleague has confirmed what we need, so that should be set up before the first group goes live. Alan, did I get that right?
- Alan RennieYou did. They've asked for the metadata details and said it's a small job.
- Shona BairdAnd the tickets? Alan told me there were a few high priority ones. Is anything still hanging?
- Laura PenhaligonJust the permissions one, and that was down to the account setup. I'll close it once we've had a clean overnight load, not before.
- Shona BairdGood. That's how I'd want it. Close when it's proved, not when someone's tired of it.
- Laura PenhaligonSo, next steps. I'll send the helpdesk connector checklist tomorrow. Alan sends the provisioning sample by Thursday and the list of the first service desk users. Shona, you name the CRM owner and make sure the helpdesk tickets carry a person, not just a queue.
- Shona BairdDone, I'll name the CRM owner today. And if there's anything that needs a decision on price or scope, that goes through Robert, not me.
- Laura PenhaligonUnderstood, I'll flag anything like that to Tom and Marcus and they can pick it up with the right person.
- Shona BairdRight, I've another fault waiting. Thanks, both. Cheers, Shona.
- Alan RennieCheers all.
- Laura PenhaligonThanks everyone. Speak soon.
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