Pellegrin Hart Benefits / BB-Demo – Onboarding
Callcompleted
Pellegrin Hart Benefits · 2026-06-05 14:30
Onboarding call on Growth tier. The account is live but only Monica Starling has been in. Connector order agreed: tickets, call recorder, CRM, then email, with Snowflake access first. Allison Pereira wants real daily use, not idle seats.
What was said
What this says
Current to 13 Oct 26Onboarding call on Growth tier. The account is live but only Monica Starling has been in. Connector order agreed: tickets, call recorder, CRM, then email, with Snowflake access first. Allison Pereira wants real daily use, not idle seats.
What happened: On 5 Jun 2026 Laura Penhaligon said the account is early and mostly empty because no systems are connected yet. Order agreed: tickets, call recorder, CRM, then email, with IT setting up Snowflake first.
Customer view: Allison stressed that avoiding three-system chasing per renewal is the whole reason they bought. She does not want forty seats and four people logging in.
Watch: Some renewal dates live in account managers' spreadsheets rather than the CRM. Monica owns the clean-up and needs the account managers to confirm dates.
Commercial: No upsell signal. Growth allows up to eight connectors and the plan deliberately starts smaller. Adoption by a small group of client service leads is the next test.
Themes
Current to 9 Oct 26Theme
Connector order, early adoption
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Monica Starling to give Laura Penhaligon the IT contact so the Snowflake note can be sent.
- Monica to start moving renewal dates into the CRM, with Allison Pereira telling the account managers.
- Laura to send slots for an early-week session to connect the ticketing system.
Risks
Current to 9 Oct 26- Only the admin has used the account so far, and no one else has been invited yet.
- Snowflake access depends on an IT colleague whose timing is unknown.
- Renewal dates held in spreadsheets may not reach the CRM cleanly.
Opportunities
Current to 9 Oct 26- A small group of client service leads handling the biggest employers can show value early.
- Growth allows up to eight connectors, leaving room to deepen the connectors beyond the first four.
Transcript
Laura Penhaligon NoneHello, can you both hear me all right?
Monica Starling NoneYes, loud and clear. Hi Laura.
Allison Pereira NoneSorry, sorry, I'm in a corridor, give me one second to find a quiet room. Hi both. Okay. Can you hear me?- Laura Penhaligon NoneWe can. Afternoon, Allison. Good to have you on, I know Fridays are a scramble.
- Allison Pereira NoneThey really are. Okay, so quick one from me before we start. A few renewals landing this week, and I want to make sure the team is not chasing three systems for each one. That's the whole reason we bought this. So what's the signal that we're on track?
- Laura Penhaligon NoneThat's a fair place to start. Honestly, the signal at the moment is that we're early. The account is live, you're on Growth, forty users licensed, but so far it's really only the admin side that's been in. Monica, that's mostly you.
- Monica Starling NoneYeah, that's me poking around. I haven't invited anyone yet because I wasn't sure what they'd see. It's pretty empty at the moment.
- Laura Penhaligon NoneWhich is expected. It's empty because we haven't pointed it at your systems yet. So that's what I'd like to use this call for. Agree an order for the connectors, agree who owns each source on your side, and then get Monica set up to do the first one with me next week.
- Allison Pereira NoneGood. Before open enrollment, please. I don't want to be doing this in the middle of it.
- Laura Penhaligon NoneUnderstood. I'm not going to promise you a go-live date on this call that I haven't checked with Monica's access first, but the plan is sized so it doesn't collide with that. Growth gives you up to eight connectors, and I'd suggest we don't try for all eight at once.
- Allison Pereira NoneOkay. Which ones first, in your view?
- Laura Penhaligon NoneBased on what you told us at the start, the thing you want is one view per employer client. So I'd start with where the tickets live, then the call recorder, then the CRM for the renewal side. Email after that. Does that match how your team actually works?
- Monica Starling NoneMostly. Tickets, yes, that's the big one. The renewal dates though, honestly, some of them are in the CRM and some are in spreadsheets that the account managers keep. That's a mess.
- Allison Pereira NoneYeah, I know about the spreadsheets. Can we see that by client, once it's in? Because that's the thing I'd actually look at on a Monday.
- Laura Penhaligon NoneYes, by client is how the pages are organised. Whether the spreadsheet data comes in cleanly is a separate question and I'd rather be honest about it. If the renewal date only lives in a spreadsheet, we either bring that file in as a source or we get it into the CRM first.
- Monica Starling NoneI'd prefer the CRM. I'd rather not have the brain depend on a file somebody renames.
- Allison Pereira NoneAgreed. Monica, can you own that clean-up? Get the dates into the CRM, even if it's rough.
- Monica Starling NoneI can start. I'll need the account managers to confirm theirs, though. I can't guess.
- Allison Pereira NoneI'll tell them. Put it in an email and I'll push it.
- Laura Penhaligon NoneLovely. Right, the other piece is Snowflake. The brain runs inside your own Snowflake account, so someone on your side with the right permissions needs to set up the space and the role we use. Who would that be?
- Monica Starling NoneThat's our IT team. A colleague in IT looks after Snowflake. I can introduce you, but I don't know how long they'd need.
- Laura Penhaligon NoneThat's fine. I'll send over a short note you can forward, so they know exactly what we're asking for and nothing more. It's usually a small request.
- Allison Pereira NoneAnd security is going to ask what the thing can see. So make the note clear on that.
- Laura Penhaligon NoneYes. It only reads from the sources you connect, and it stays in your account. I'll say that plainly in the note.
- Monica Starling NoneSorry, I was just writing that down. So the order is tickets, call recorder, CRM, then email. And IT for Snowflake first.
- Laura Penhaligon NoneExactly that. Snowflake access has to come first, because nothing else can land without it.
- Allison Pereira NoneOne more thing from me. Who's going to use it day to day? I don't want forty seats and four people logging in.
- Laura Penhaligon NoneThat's the right worry, and it's why I'd roll out in a small group. Pick a handful of client service leads who handle the biggest employers, let them use it for a couple of weeks, and then widen. Monica, you'd know who.
- Monica Starling NoneI do. I'd pick the people who run the biggest employer groups. They're the ones who are always asking me for a report.
- Allison Pereira NoneGood. Pick them, tell me who, and I'll tell them it's coming. I'm not letting anyone find out by accident.
- Laura Penhaligon NoneOkay, let me read back what I've got so we don't lose it. Monica gets me the contact in IT, and I send the Snowflake note today or Monday. Monica starts getting renewal dates into the CRM. Allison tells the account managers. And we meet again to connect the ticketing system together.
- Monica Starling NoneCan we do that next week? Early week is better for me.
- Laura Penhaligon NoneI'll send a couple of slots. If IT is slow, we can still use the session to check the ticket fields and agree what counts as an employer client.
- Allison Pereira NonePerfect. I have to jump, I've got a client call in a minute. Thanks, both. Best, Allison.
- Laura Penhaligon NoneThanks, Allison. Speak soon.
- Monica Starling NoneLaura, can I ask one more thing, quickly? About inviting people early, is there any harm in that?
- Laura Penhaligon NoneNo harm, but I'd wait until there's something for them to see. First impressions matter and an empty page doesn't help you.
- Monica Starling NoneFair enough. I'll hold off.
- Laura Penhaligon NoneRight, I'll let you go. I'll send the note and the slots this afternoon. Thanks, Monica. Have a good weekend.
- Monica Starling NoneYou too, Laura. Bye.
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