Kaltenbrunn Medizintechnik / BB-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 2026-06-23 09:45
Onboarding call on 23 Jun 2026. CRM and helpdesk are loading, the device data is still behind, and a duplicate-ticket fix awaits checking. Christina Möller set a training order and a first test question.
What was said
What this says
Current to 13 Oct 26Onboarding call on 23 Jun 2026. CRM and helpdesk are loading, the device data is still behind, and a duplicate-ticket fix awaits checking. Christina Möller set a training order and a first test question.
What happened: Laura reported the CRM and helpdesk connectors loading and the service database still behind, because IT gave access only at the end of the previous week. A duplicate-ticket defect from renamed statuses was addressed and is to be checked by Kai.
Customer view: Christina pressed for confirmation rather than assurance and wants fixes verified. She named a first test question on service visits that comes from complaints, which takes her team half a day today.
Commercial: The Enterprise order form promises the installed base, so the device load is the value gate. Christina wants training for team leads first, then key accounts, then engineers, across 150 licences.
Watch: The device load estimate is Laura's, not a promise, and single sign-on is not yet confirmed as switched on. Two security follow-up questions are still to come.
Themes
Current to 9 Oct 26Theme
Onboarding connectors and training
Importance
neutral
Sentiment
neutral
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon confirms the device load status on Thursday and prepares the team lead session.
- Kai Petersen checks the duplicate tickets tomorrow and tests single sign-on today.
- Christina Möller sends the minutes and two security questions, and Laura turns them round quickly.
Risks
Current to 9 Oct 26- The device data, which the customer cares about most, is not yet loaded and its timing is only an estimate.
- Single sign-on is not yet confirmed as switched on.
- The duplicate-ticket fix is unverified until Kai counts the duplicates.
Opportunities
Current to 9 Oct 26- A closed-case hospital test lets the brain prove its answers against the complaint file.
- A phased training plan across 150 licences can build wide adoption.
Transcript
Christina Möller NoneGood morning, Laura. Am I first?
Laura Penhaligon NoneMorning Christina, you are, I've only just got my headset on. Can you hear me?- Christina Möller NoneYes, clear. The rain in Hamburg is very loud today, so if the sound drops it is the window.
- Laura Penhaligon NoneHa, understood. It's grey here too. Hello Kai.
Kai Petersen NoneHello, hello. Sorry, I was fixing a ticket. Is it okay if I stay on after my screen share? I may get pulled away.- Christina Möller NoneIt is fine. Agenda is short today, I sent it yesterday. One, status of the connectors. Two, the ticket Kai raised. Three, the hospital test. Four, who is trained and when. Then the minutes.
- Laura Penhaligon NoneGood. Connectors, then. The CRM and the helpdesk are both loading now, and records are coming through every night. The service database is the one that's behind, because IT only gave us access at the end of last week.
- Christina Möller NoneWhich means, in plain words, what can we ask today?
- Laura Penhaligon NoneToday you can ask about accounts, contracts and tickets for any hospital. You can't yet ask which exact devices are installed where, because that sits in the service database, and the first load of that is still running.
- Kai Petersen NoneWhich is the part we care most about, of course.
- Laura Penhaligon NoneIt is, yes. Sorry, I'd rather say it straight. I'd expect it to be loaded in a couple of days, and I'll tell you when it is rather than you finding out.
- Christina Möller NoneWhat is the source of that estimate? Is it a guess?
- Laura Penhaligon NoneFair question. It's based on how long the same kind of load took for the helpdesk, scaled by the size of your device tables. So an estimate, not a promise. I'll confirm on Thursday where it stands.
- Christina Möller NoneGood. Thursday, I note it.
- Laura Penhaligon NoneKai, your ticket. I saw it come in as high priority. Do you want to talk us through it?
- Kai Petersen NoneYes. After the first helpdesk load, some tickets showed up twice. Same ticket number in two rows, with slightly different status. I thought it might be that we changed a status name last month, so the connector sees an old and a new version.
- Laura Penhaligon NoneThat's a good thought and I think it's right. We looked at it yesterday. When a status gets renamed the connector treated the renamed ones as new rows. Our engineers have changed how it matches, on the ticket identifier, not the status. It should be fixed on the next nightly run.
- Christina Möller NoneShould. I would like to know that it is fixed, not that it should be. Kai, can you check tomorrow?
- Kai Petersen NoneYes, I can. I'll count the duplicates before and after and write it in the ticket.
- Laura Penhaligon NoneThat would be ideal, thank you. If it hasn't gone, put it on the same ticket and it comes straight to me.
- Christina Möller NoneNow point three. The hospital test. Kai, did you choose?
- Kai Petersen NoneI made a short list of three. My suggestion is the university hospital in the north, because it has lots of contracts, several device types, and also a couple of old complaints that are closed. So we know what the right answer is.
- Christina Möller NoneYes. That is a good choice, because we can check each answer against the complaint file.
- Laura Penhaligon NoneI like that, you already hold the answers. So once the devices are in, we sit down together, and you ask the brain what you would normally dig for by hand. Which question would you ask first?
- Christina Möller NoneWhich devices at this hospital had a service visit in the last year, and which of those visits came from a complaint? That takes my team half a day today.
- Laura Penhaligon NoneRight. That's a perfect first question, because it joins the tickets, the contract and the devices. If it answers that with the source rows, we're in business.
- Kai Petersen NoneAnd if it gets it wrong?
- Laura Penhaligon NoneThen we find out why, which is exactly the point of doing it on a closed case. Usually it's a field that means two things in two systems, and we fix the mapping.
- Christina Möller NoneGood. Point four, training. We have licences for one hundred and fifty people, but I do not want everyone at once. I want the team leads trained first, then the key accounts, then the engineers.
- Laura Penhaligon NoneThat order makes sense. I'd suggest a walkthrough session for the team leads next week, once the devices are loaded, and then shorter sessions for the others. How do your engineers use their time? Are they reachable in blocks?
- Christina Möller NoneEarly morning, before they drive. That is when they read the history of the site. So maybe short sessions at that time, with the question: what do I need to know before I arrive.
- Laura Penhaligon NoneLovely, I'll build the session around exactly that sentence. Single sign-on, by the way: IT sent the details and I think we're nearly there. I'll confirm at the end of the week that it's switched on.
- Kai Petersen NoneThey told me it is working for a test account already. I haven't tried it myself.
- Christina Möller NoneThen Kai tries it today and writes to us. Please.
- Kai Petersen NoneWill do.
- Laura Penhaligon NoneOne more from me. The security answers I promised last time, did they reach you?
- Christina Möller NoneYes, they arrived. Our security team has two follow-up questions, I will send them with the minutes. The access list was clear.
- Laura Penhaligon NoneGood, send them over and I'll turn them round quickly.
- Christina Möller NoneThen let us agree the next steps. Laura confirms the device load on Thursday and prepares the team lead session. Kai checks the duplicates tomorrow and the single sign-on test today. I send the minutes and the security questions. Correct?
- Laura Penhaligon NoneCorrect. And nothing else on my side.
- Kai Petersen NoneNothing from me. Thanks both.
- Christina Möller NoneThank you, Laura, Kai. Bis bald.
- Laura Penhaligon NoneSpeak soon, bye.
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