Kenmure Business Telecom / BB-Demo – Check In
Callcompleted
Kenmure Business Telecom · 2026-04-07 16:00
On the 7 Apr 2026 check-in, Shona Baird raised two high priority tickets after the overnight provisioning refresh finished late on two mornings. Marcus Bell treats it as a freshness issue and cannot yet say if it breaches the Enterprise commitment.
What was said
What this says
Current to 13 Oct 26On the 7 Apr 2026 check-in, Shona Baird raised two high priority tickets after the overnight provisioning refresh finished late on two mornings. Marcus Bell treats it as a freshness issue and cannot yet say if it breaches the Enterprise commitment.
What happened: Of three tickets in the last month, two were high priority and both concern the overnight provisioning refresh finishing late. Support responded inside the Enterprise window, and the delay was in finding the cause.
Customer view: Shona sees no difference between availability and freshness, because her team was given a wrong date. She worries about confidence, and Marcus agreed that a user who gets old data once may not return.
Commercial: Enterprise carries a freshness commitment, with refresh complete by 07:00 on business days. Marcus is logging both mornings against it and will not call a breach until engineering report.
Watch: The early read is that the provisioning source hands over its data late. Shona heard that her IT team was changing the overnight schedule, which she has not confirmed.
Themes
Current to 9 Oct 26Theme
Late overnight data refresh
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends Shona Baird a plain note the day after the call on what happened, what is known and what is not.
- Marcus Bell chases engineering on the cause and reports back even if they are still looking.
- Shona Baird asks her IT team about the overnight schedule and has Alan Rennie check the exports, then a short catch up is booked.
Risks
Current to 9 Oct 26- Two late refreshes may count against the Enterprise freshness commitment, with a service credit at stake if engineering confirm a breach.
- Account managers who get old data once may stop using the brain, undermining the growth in questions asked.
- The cause is unconfirmed and no fix date has been given, so the problem may recur.
Opportunities
Current to 9 Oct 26- Open, plain communication about what is and is not known can protect Shona Baird's confidence as a champion.
- A confirmed cause on the customer's side, such as a schedule change, would let the mapping or schedule be fixed jointly.
Transcript
Marcus Bell NoneHello Shona. Can you hear me okay?
Shona Baird NoneI can, aye. Afternoon, Marcus. Sorry, I'm eating a sandwich, it's been that sort of day.- Marcus Bell NoneDon't worry, you've earned it. Is it a busy week?
- Shona Baird NoneBusy's one word for it. Worst fault this week was a provisioning date that slipped, and the customer was told it hadn't. I've got an owner on it now, so we're fine, but it shouldn't have got that far.
- Marcus Bell NoneSounds like a lot. Look, I'll share my screen and say what I wanted to cover. Usage quickly, then the two urgent tickets, then anything you need from me. Happy to take it in whatever order suits.
- Shona Baird NoneTickets first. That's what's on my mind. Let's not make this complicated.
- Marcus Bell NoneRight. So there were three tickets in the last month, and two of them were marked high priority. Both are about the same thing, the overnight refresh for the provisioning data finishing late on a couple of mornings.
- Shona Baird NoneAye, I saw it. My team came in to old data on two mornings, and the first thing they do is check install dates. What's the customer actually seeing there? Well, they're being told something a day out of date.
- Marcus Bell NoneI understand. And the brain was answering, it was available, but it was answering from the previous day's data. That's a freshness issue, not an availability one, and I'm treating it that way.
- Shona Baird NoneDoes that matter? To me it's the same thing. It gave my team the wrong date.
- Marcus Bell NoneIt matters for how we handle it, and for the contract, because Enterprise has a freshness commitment, the refresh should be complete by seven in the morning on business days. So I'm logging both mornings against that. I'll be straight with you, I can't tell you yet whether it's a breach, I want engineering's findings first.
- Shona Baird NoneFair. And did we get answered quickly enough? I don't want to go on about it if support were on it.
- Marcus Bell NoneYes. I've pulled the numbers, and both got a first response inside the Enterprise window, which is half an hour for the top priority. The delay was in finding the cause, not in picking it up.
- Shona Baird NoneRight. So what's the cause?
- Marcus Bell NoneThat's the honest bit. The early read is that the provisioning source is taking longer to hand over its data on certain nights, so the load starts late. Engineering are looking at it. I'm not going to give you a date for a fix, because I'd only be guessing and you'd plan around it.
- Shona Baird NoneI'd rather have that than a date that doesn't happen. Do you need anything from my side?
- Marcus Bell NoneOne thing, actually. Has anything changed on the provisioning system recently? A new release, a change to the schedule, a different export? If the source moved, that would explain a lot.
- Shona Baird NoneHmm. There was talk of moving some of the batch jobs about. Our IT team were doing something to the overnight schedule, I think. I'll ask them. Don't quote me, I'm only saying what I heard in the corridor.
- Marcus Bell NoneThat would be really useful. Even a rough idea of what ran when. I'll pass it to the engineer on the tickets.
- Shona Baird NoneOkay. And Alan could help there too, he knows the exports better than most. I'll get him to look.
- Marcus Bell NonePerfect. Okay, usage, very quickly. Active users are up by about a third on the previous quarter, so it's still growing, just not as fast as it was earlier in the year. Questions asked are up as well.
- Shona Baird NoneThat's the account managers getting into it. A few of them are really using it before customer calls now. Some of them still aren't. You'll always have a couple who'd rather ring someone.
- Marcus Bell NoneAlways. And honestly, that's where the late refresh hurts the most. If someone tries it once and gets old data, they don't come back. So I'd rather get it sorted than have people lose confidence.
- Shona Baird NoneWell said. That's exactly what I'm worried about. I've told my team it's being looked at, so they know it's not been ignored.
- Marcus Bell NoneGood, that's helpful. Do you want me to send a short note you can pass on? What happened, what we know, and what we don't know yet?
- Shona Baird NoneYes please. Keep it plain. No jargon, or they'll not read it.
- Marcus Bell NonePlain it is. I'll send that tomorrow, and I'll come back to you as soon as engineering have something, even if it's only to say they're still looking.
- Shona Baird NoneThat'll do. Right, is there anything else? I've got a faults review at the top of the hour.
- Marcus Bell NoneJust a recap. I'll send the note tomorrow, and chase engineering on the cause. You'll ask your IT team about the overnight schedule and have Alan check the exports. Then let's book a short catch up once we've heard back.
- Shona Baird NoneSounds right. Thanks, Marcus.
- Marcus Bell NoneThanks, Shona. Speak soon.
- Shona Baird NoneCheers.
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