Kaltenbrunn Medizintechnik / BB-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 2026-05-18 08:45
Field service system and CRM have loaded and the helpdesk is loading. Matching older devices is the open risk. Kai Petersen asks most of the questions, and Christina Möller is holding back wider rollout until the data is checked.
What was said
What this says
Current to 13 Oct 26Field service system and CRM have loaded and the helpdesk is loading. Matching older devices is the open risk. Kai Petersen asks most of the questions, and Christina Möller is holding back wider rollout until the data is checked.
What happened: Laura Penhaligon walked Christina Möller and Kai Petersen through connector status on 18 May 2026. Field service system and CRM are loaded, the helpdesk is loading, and contracts and the mailbox wait for the security review of the exclusion list.
Customer view: Christina wants each answer to show whether a device was matched by a rule or by the record. Kai wants decommissioned devices kept, because hospitals still complain about them.
Commercial: Christina will bring in service planners and then the key account team only once the helpdesk data is checked. That protects early trust in the Enterprise subscription, which has 150 licensed users and plenty of headroom.
Watch: Kai asks most of the questions, so usage rests on one person. Older-device matching is the risk Laura named herself, and Christina wants a note whenever a deadline moves.
Themes
Current to 9 Oct 26Theme
Onboarding connector status
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to check how rule-based matches show in the answer and report back in the notes.
- Kai Petersen to check the decommissioned-device filter and confirm the complaints sheet to Laura in writing.
- Laura Penhaligon to send the notes with the three actions and copy Elena.
Risks
Current to 9 Oct 26- Matching of older devices with differently formatted serials is still unresolved.
- One person, Kai Petersen, asks most of the questions, which is a key-person risk once planners join.
- Rolling out to planners before the helpdesk data is checked could damage trust in the answers.
Opportunities
Current to 9 Oct 26- Service planners and the key account team are due to be brought in once the helpdesk data is checked.
- Keeping decommissioned devices in scope fits the hospital complaints work the customer cares about.
Transcript
Laura Penhaligon NoneMorning, Kai, morning Christina. Early start, sorry about that. Can you both hear me?
Kai Petersen NoneYes, good morning. I have my coffee, so I am ready.
Christina Möller NoneGood morning, Laura. I have the agenda from last week open, and the minutes. Shall we start with the status of the connectors?- Laura Penhaligon NonePlease. So, since the kickoff, the field service system and the CRM are both connected and have loaded. The helpdesk is connected and loading as we speak, and I'll show you where it's got to in a moment.
- Christina Möller NoneGood. And the device matching? Which device, which hospital? This is what I want to know first.
- Laura Penhaligon NoneMost of them matched on serial number straight away. There's a group that didn't, and that's the list I promised Kai. It's in the shared folder now.
- Kai Petersen NoneI saw it this morning. I looked at the first part. Many of them are older devices where the serial has a different format in the CRM, with a prefix. I think I can fix these with one rule, but I want to check with the service team first.
- Laura Penhaligon NoneThat would be ideal. If you tell me the rule, I'd apply it in the matching rather than editing the CRM, so nobody's data changes underneath them.
- Christina Möller NoneYes, I prefer this. What is the source, in the answer, when the brain uses such a rule? The engineer must see that it was matched by a rule and not by the record.
- Laura Penhaligon NoneGood point, and I'll check how that shows in the answer and come back to you. I don't want to promise the wording today.
- Christina Möller NoneFine. Please put it in the notes.
- Laura Penhaligon NoneLet me share my screen. You should see the connector page now. Field service system, loaded. CRM, loaded. Helpdesk, in progress. Contracts in the drive and the mailbox are waiting, as agreed, until the security review has seen the exclusion list.
- Kai Petersen NoneYes, I see it. The record counts for the CRM look right to me. For the field service system I would like to compare with my own export, because the number of devices looks a little low.
- Laura Penhaligon NonePlease do. If it's low, the likeliest reason is decommissioned devices being filtered out, so let's see whether that's what you want.
- Kai Petersen NoneHm. Actually I want the old devices too, because hospitals still send complaints about them. I will check the filter and tell you.
- Christina Möller NoneYes, definitely. Complaints about devices that are out of service are exactly the difficult ones.
- Laura Penhaligon NoneOkay. Users. You have a handful of people in at the moment, and I can see the questions people have been asking are mostly about single hospitals. Kai, you've asked the most, I think.
- Kai Petersen NoneProbably yes. I am testing. I ask what I know the answer to, and I see if the brain agrees.
- Laura Penhaligon NoneThat's exactly the right way to start. Though when the planners come in, it would be good if the questions weren't all coming from one person.
- Christina Möller NoneI agree. I will bring in the service planners after the helpdesk data is checked. The key account team the week after. I do not want them to try it with half the data and decide it is not useful.
- Laura Penhaligon NoneSensible. We've got plenty of room, a hundred and fifty licensed users, so there's no pressure on numbers. It's about when they'll trust it.
- Christina Möller NoneOne more topic. The complaints spreadsheet. Kai, did the team keep the columns as we agreed?
- Kai Petersen NoneMostly. One colleague added a column for the hospital department. I have asked him to move it to the end. After that the structure is stable.
- Laura Penhaligon NonePerfect, a column at the end won't hurt us. I'll hold the connector until you confirm, though, so we don't load a half-changed sheet.
- Christina Möller NoneGood. Let us agree the next step. Kai confirms the sheet to Laura, in writing, when it is stable.
- Kai Petersen NoneYes, I will write to Laura.
- Laura Penhaligon NoneLast bit from me, the plan. We're a bit ahead on the core connectors, and behind on nothing so far. The risk is still the matching of the older devices, and I'd rather say it now than in a few weeks.
- Christina Möller NoneI appreciate it. Please keep saying it. A deadline that moves, I want a note, always.
- Laura Penhaligon NoneUnderstood. I'll send the notes today with the three actions: the rule wording check from me, the filter check from Kai, and the spreadsheet confirmation from Kai.
- Kai Petersen NoneThat is all correct for me.
- Christina Möller NoneFor me also. Thank you, Laura. And please copy Elena on the notes, she keeps the overall list.
- Laura Penhaligon NoneWill do. Right, anything else before we finish? No? Then thanks both, and speak soon.
- Christina Möller NoneThank you. Viele Grüße, goodbye.
- Kai Petersen NoneBye, thanks Laura.
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