Pellegrin Hart Benefits / BB-Demo – Onboarding
Callcompleted
Pellegrin Hart Benefits · 2026-06-17 17:00
Allison Pereira wants one view per employer client before upcoming renewals and before open enrollment. Source order agreed as CRM, helpdesk, then call recorder. Owners for the call recorder and IT access still to confirm.
What was said
What this says
Current to 13 Oct 26Allison Pereira wants one view per employer client before upcoming renewals and before open enrollment. Source order agreed as CRM, helpdesk, then call recorder. Owners for the call recorder and IT access still to confirm.
What happened: Allison joined briefly and set the purpose: renewals are the reason they bought, and today the signal sits in three systems and a spreadsheet. Monica stayed for the access checklist.
Customer view: Allison set open enrollment as the hard deadline for her team. Laura declined to promise a date and asked for a named owner per connector and weekly checks.
Commercial: This is Growth onboarding, with forty licensed users and a pilot of client service leads first. The value case is the by-client page showing tickets, calls and renewal date.
Watch: Monica owns the CRM, shares the helpdesk with IT, and is unsure who holds the call recorder. IT access depends on a note on where the data runs.
Themes
Current to 9 Oct 26Theme
Onboarding sources and deadline
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Monica to send the CRM field list, the pilot user list and confirm who owns the call recorder by the end of the week.
- Laura to send Monica the note for her IT colleague and the connection steps straight after the call.
- Laura and Monica to speak again next week, same time, to see where the CRM load stands.
Risks
Current to 9 Oct 26- Open enrollment is a hard deadline and no connector date has been committed.
- The call recorder owner is unconfirmed and the helpdesk depends on an IT colleague granting access.
- Allison left the call after about six minutes, so the access detail rests on Monica alone.
Opportunities
Current to 9 Oct 26- A per-employer page with tickets, calls and renewal date directly serves Allison's upcoming client renewals.
- A successful pilot with client service leads could widen to the forty licensed users.
Transcript
Laura Penhaligon NoneHello, can you hear me all right?
Allison Pereira NoneLoud and clear. Hi Laura. Monica's just joining, I can see her in the lobby.
Monica Starling NoneHi, sorry, I was stuck on another call. Can you both hear me?- Laura Penhaligon NoneYes, perfect. Good afternoon, both. Well, it's nearly evening for me, so I'll try to keep us moving and get you out of here on time.
- Allison Pereira NoneHa, no, we're fine. How's your week been?
- Laura Penhaligon NoneBusy but good. It's rained most of it, so nobody's complaining about being indoors. You?
- Allison Pereira NoneRenewals, renewals, renewals. Which is honestly why I want to start there, if that's okay, because it's the reason we bought this. A few of our employer clients are coming up and I want the whole picture before I get on those calls. What's the signal on each one? Tickets, calls, anything that went sideways. Right now that's three systems and a spreadsheet.
- Laura Penhaligon NoneThat's exactly what the Growth setup is aimed at. One view per employer client, so tickets, calls and renewal information sit together. What I need from today is to agree which sources we connect first and who owns each one on your side.
- Monica Starling NoneI'll be the admin on our side, so I'm the one who'll be chasing people. I've got the checklist you sent open.
- Laura Penhaligon NoneGreat. So the order I'd suggest is the CRM first, because that gives us the list of employer clients and the renewal dates. Then the helpdesk for tickets, then the call recorder. Does that match what Allison needs?
- Allison Pereira NoneYes. CRM, helpdesk, calls. And before open enrollment, please. That's the hard deadline for my team. If the backlog hits and we're still reconciling by hand, I've lost the point.
- Laura Penhaligon NoneUnderstood. I don't want to promise a date on your behalf either, so let's make sure each connector has a named owner and we check progress each week.
- Monica Starling NoneOkay. The CRM is mine, I'm in it every day. The helpdesk is shared between me and a colleague in IT, who would have to grant the access. The call recorder is, um, I think that's with a colleague in our training team. I'll need to confirm.
- Laura Penhaligon NoneThat's useful. Can I ask what the IT colleague needs from us? Usually it's a short note about what the brain reads and where it runs. It runs inside your own Snowflake account, so nothing leaves your environment.
- Monica Starling NoneThat will help, honestly. They always ask where the data goes. If you can send me a paragraph I can forward it.
- Laura Penhaligon NoneWill do, straight after the call.
- Allison Pereira NoneCan I ask about users? We have forty licensed, I know that. But I don't want forty people poking at it in week one and getting confused.
- Laura Penhaligon NoneSensible. Right now it's really just the two of you on the system, which is normal at this stage. I'd start with a pilot group, the client service leads who own the biggest employer accounts, and widen out once the data looks right to them.
- Allison Pereira NoneGood. So leads first, then the wider team. Monica, can you pull that list?
- Monica Starling NoneYes, I can do that by the end of the week. Is it names and emails?
- Laura Penhaligon NoneNames, emails and which employer clients each person looks after. That last bit lets us set up the by-client view properly.
- Allison Pereira NoneCan we see that by client? Like, I open one employer and I get their tickets, their last few calls and when they renew, all on one page?
- Laura Penhaligon NoneThat's the idea. Once the CRM and helpdesk are loading, each employer gets a page, and you can ask the chat questions like which clients have an open issue and a renewal coming up.
- Allison Pereira NoneOkay, love that. Honestly I'm going to have to jump in a minute, I've got a client waiting. Monica, you've got everything you need?
- Monica Starling NoneI think so. Laura, I'll go through the rest with you.
- Allison Pereira NoneGreat. Laura, thanks. Best, Allison. Speak soon.
- Laura Penhaligon NoneThanks, Allison, bye.
- Laura Penhaligon NoneSo, Monica, shall we go through the access side? I'll share the checklist so we're looking at the same thing.
- Monica Starling NonePlease. I'll be honest, this is the bit I'm least sure about.
- Laura Penhaligon NoneThat's fine, it's the same for most people. There are really only three things. An admin account for you, a service login for each source that only reads data, and someone who can approve the connection on the Snowflake side.
- Monica Starling NoneRight. So the service login, does that have to be a real person's account? Because our IT team gets twitchy about that.
- Laura Penhaligon NoneNo, it's better if it isn't. A dedicated read-only login, so it doesn't break when someone changes their password or leaves.
- Monica Starling NoneOkay, that will go down better. Let me make a note. Read-only, dedicated, not a person.
- Laura Penhaligon NoneOne more thing on the CRM. Are there fields your team has customised, like renewal date or client tier? It's worth us knowing before the first load so the pages show the right labels.
- Monica Starling NoneYes, quite a few. I can export the field list. Is that useful?
- Laura Penhaligon NoneVery. Send that over alongside the user list and I'll map it before we connect anything.
- Monica Starling NoneLast thing from me. How will I know it's refreshed? Because if Allison opens a page and it's stale she'll, well, she'll tell me.
- Laura Penhaligon NoneFair. The nightly refresh finishes before seven in the morning your time on business days, and each source shows when it last loaded. If one stops loading we'd see it and tell you.
- Monica Starling NonePerfect. Okay, so I send the field list, the pilot user list and confirm who has the call recorder.
- Laura Penhaligon NoneAnd I send the note for your IT colleague and the connection steps. Let's speak again next week, same time, and see where the CRM is.
- Monica Starling NoneSounds good. Thanks, Laura.
- Laura Penhaligon NoneCheers, Monica. Speak soon.
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