Kenmure Business Telecom / BB-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 2025-11-24 12:45
First onboarding session. CRM and helpdesk load cleanly; billing is blocked on a job owner in another team. Single sign-on needs a security call. About a dozen active users of the 150 seats.
What was said
What this says
Current to 13 Oct 26First onboarding session. CRM and helpdesk load cleanly; billing is blocked on a job owner in another team. Single sign-on needs a security call. About a dozen active users of the 150 seats.
What happened: Laura Penhaligon walked Shona Baird and Alan Rennie through connector status. CRM and helpdesk are loading cleanly, and billing is still pending because the export job has no owner who responds.
Customer view: Shona wants to see what the customer is actually seeing, with faults and disputed bills side by side. She also said she would not promise an install date she had not checked.
Commercial: About a dozen people use it day to day against 150 seats on the Enterprise contract, so there is plenty of headroom. Two account managers already use chat, and one reportedly saved twenty minutes before a call.
Watch: Billing is the point of the purchase and it is stalled. Single sign-on depends on a security call that has not yet been booked.
Themes
Current to 9 Oct 26Theme
Onboarding connector progress
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Alan Rennie to pass Shona Baird the systems colleague's details so she can chase the billing file.
- Alan Rennie to ask the identity team for a security call slot this week or next.
- Laura Penhaligon to send the notes and access checklist and be ready to connect orders.
Risks
Current to 9 Oct 26- The billing connector has no responsive job owner, which delays the main value the customer bought the brain for.
- Single sign-on is waiting on a security call that has not yet been arranged.
- Provisioning data is inconsistent between two systems, which could undermine trust in install dates.
Opportunities
Current to 9 Oct 26- About a dozen active users against 150 Enterprise seats leaves room to grow adoption.
- The account manager who saved twenty minutes before a call is a story to spread to other account managers.
Transcript
Laura Penhaligon NoneHello, can you hear me all right? I've got you both on the screen but I can't tell if the sound is behaving.
Shona Baird NoneAye, loud and clear. Afternoon, Laura. Alan's just getting his headset sorted.
Alan Rennie NoneSorry, sorry. Afternoon. Can you hear me now? The dock decided it didn't want to talk to the laptop.- Laura Penhaligon NonePerfect, yes. Right, lovely. How's your Monday going so far?
- Shona Baird NoneHonestly, the worst fault of the week is already on the board and it's not even one o'clock. A business customer in Carlisle has had a circuit flapping since Friday and nobody owned it over the weekend. So that's my morning. Let's not make this complicated, though, that's exactly why we're doing this.
- Laura Penhaligon NoneUnderstood. Then I'll try to keep this practical. The plan for today is three things. Where the connectors have got to, what Alan needs from me as the admin, and what we agree before the next session.
- Alan Rennie NoneThat works. I'll be honest, I've been the one poking at it most, so I've got a list of questions.
- Laura Penhaligon NoneGood, that's what I'd hoped. Let me share my screen. You should see the connector page now. Tell me if that's too small.
- Shona Baird NoneBit small. Aye, that's better.
- Laura Penhaligon NoneSo the CRM and the helpdesk are both loading cleanly. Records are coming in every night and the refresh is finishing well ahead of 07:00, which is the commitment on Enterprise. The billing connector is the one that's still pending.
- Alan Rennie NoneThat's mine. The billing export is a flat file that gets dropped by a scheduled job, and the job owner is in another team. I've asked twice and I keep getting told next week.
- Shona Baird NoneWho's got that one? Give me the name and I'll chase it myself. I'm not having billing sit without an owner.
- Alan Rennie NoneIt's a colleague in the systems team. I'll message you the details after, it's easier.
- Laura Penhaligon NoneThat would help a lot. Without billing the brain can show a customer's circuits and faults but it can't put the invoices next to them, and that's the whole point of what you bought it for.
- Shona Baird NoneRight. What's the customer actually seeing? That's what I keep asking. An account manager rings a customer about a fault and has no idea they've got a disputed bill sitting there too.
- Laura Penhaligon NoneExactly that. So billing is the priority. Provisioning is second, and I'd like us to be clear about what we're connecting there because it's the messiest source on most telecoms sites.
- Alan Rennie NoneIt's messy here too. Two systems really. One for orders and one for engineer visits, and they only agree most of the time.
- Laura Penhaligon NoneMm. Then let's connect orders first and treat engineer visits as a second step. Otherwise we spend the whole time arguing about which one is right.
- Shona Baird NoneFine by me. And I'd rather get the install dates right than get them quickly. I won't promise a customer a date I haven't checked.
- Laura Penhaligon NoneSensible. Now, users. You've got one hundred and fifty seats on the contract. How many people have actually logged in so far, Alan?
- Alan Rennie NoneA dozen or so day to day. Mostly the service desk leads and a couple of account managers. It's grown a lot since the first fortnight, but it's nowhere near the full number.
- Laura Penhaligon NoneThat's a healthy shape for this stage. What matters is that the people asking questions are the right ones. Have you seen any of the account managers using chat?
- Shona Baird NoneTwo of them. One asked it for every open fault on a customer before a call and came back saying it saved her twenty minutes. I'm not quoting her exactly but that was the gist.
- Laura Penhaligon NoneLovely. I'll take that as the story to tell the others. Next, single sign-on. Alan, have you spoken to your identity team?
- Alan Rennie NoneNot yet properly. I sent them your document and they said they'd read it. I think the security side wants a call with you before they'll do anything.
- Laura Penhaligon NoneThat's fine, security review support is part of the implementation so I'm happy to join. Can you ask them for a slot this week or next?
- Alan Rennie NoneI'll do that today.
- Laura Penhaligon NoneLet me pull up the helpdesk side while we're here. You've had a few tickets with us this month, and three were marked high priority. I want to check we closed those properly.
- Alan Rennie NoneTwo were mine, both about the helpdesk connector skipping a field. They were sorted quickly, I've no complaints. The third was Shona's.
- Shona Baird NoneMine was a bit daft, I'd asked for a report and flagged it urgent because of the Carlisle thing. It was fine. Don't let me do that again.
- Laura Penhaligon NoneNo, urgent is fine when it's urgent. It just helps us if you tell us why. Okay. So where does that leave us on the plan?
- Alan Rennie NoneBilling file, identity call, and then orders. Is it realistic to have orders in before the end of next week?
- Laura Penhaligon NoneIt is if the access is there on Monday. If it slips I'll tell you straight and we move the date. I'd rather not pretend.
- Shona Baird NoneGood. That's how we like it. Cheers, Laura.
- Laura Penhaligon NoneRight, I'll send the notes and the access checklist this afternoon. Alan has billing and the identity slot, Shona has the systems colleague, and I've got the orders connector ready for when you give me the green light.
- Alan Rennie NoneBrilliant. Thanks, both.
- Shona Baird NoneCheers, Shona. Sorry, that's me, Cheers, Laura. Speak soon.
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