Pellegrin Hart Benefits / BG-Demo – Onboarding
Callcompleted
Pellegrin Hart Benefits · 24 Jun 2026 16:45
Monica Starling confirmed the CRM connection is live and the pilot list is ready. Helpdesk read-only access is still waiting on IT, so the leads' walkthrough has no date yet. Only Monica and Allison have logged in so far.
What was said
What this says
As at Fri 9 Oct 2026Monica Starling confirmed the CRM connection is live and the pilot list is ready. Helpdesk read-only access is still waiting on IT, so the leads' walkthrough has no date yet. Only Monica and Allison have logged in so far.
What happened: Monica reported the CRM connection done after IT approval on the Snowflake side. Laura saw employer clients loading, and Monica found renewal date and main contact right but one account lead out of date.
Customer view: Monica is waiting on IT for the helpdesk login and does not want to promise Allison anything. The call recorder owner in the training team is content, and wants a written note on what it does with recordings.
Commercial: Forty licences are held and only two people have logged in. A small pilot of client service leads is planned first, ahead of open enrollment, to build confidence before wider use.
Watch: The walkthrough has no date until helpdesk access is confirmed. Stale CRM fields such as account leads will show up as data quality questions in the brain.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to send the call recorder description and the walkthrough outline.
- Monica Starling to confirm helpdesk access and send her list of data oddities.
- Monica Starling to fix out-of-date account leads in the CRM.
Risks
As at Fri 9 Oct 2026- Helpdesk access is still waiting on IT, so the leads' walkthrough cannot be dated.
- Only two of forty licensed users have logged in so far.
Opportunities
As at Fri 9 Oct 2026- A pilot of client service leads seeing their own client data could build early adoption across the Growth licences.
Transcript
Laura PenhaligonHi Monica, can you hear me? I'm a couple of minutes early, so no rush.
Monica StarlingHi Laura, yes, I can hear you. Just give me a second, my screen's being slow.- Laura PenhaligonNo problem. How's your week going? You've had a long one by the sound of it.
- Monica StarlingLong is the word. Everyone seems to want something today. But I did get some of your list done, so that's something.
- Laura PenhaligonGood, let's start with that. Where did you get to since last week?
- Monica StarlingSo, the CRM connection is done. I had to ask a colleague in IT to approve it on the Snowflake side, and they did, after reading your note. They had two questions about what gets read, but nothing blocking.
- Laura PenhaligonThat's great news. I can see the CRM source loading on my side now. Employer clients are coming through and the renewal dates look populated. Can you open the brain and look at an employer page for me?
- Monica StarlingOkay, one moment. Right, I'm in. Yes, I can see the list. It's, um, quite a lot of clients. Is that all of them?
- Laura PenhaligonIt should be everything marked active in the CRM. Pick one you know well and tell me if the details are right.
- Monica StarlingOkay, one of the bigger ones. Yes, renewal date is right, the main contact is right. Oh, the account lead is out of date, that person moved to another team.
- Laura PenhaligonThat will be the CRM itself, we show what it holds. Worth fixing at source and it will come through on tonight's refresh.
- Monica StarlingYeah, that's one for my team. We've been bad at that.
- Laura PenhaligonCommon, and honestly it's one of the things this shows up. Now, the helpdesk. Where are we with the access?
- Monica StarlingWaiting. My IT colleague wants to create the read-only login and said it would be done in a few days. I did chase. I don't want to promise Allison anything.
- Laura PenhaligonSensible. Whatever happens, the CRM view is already useful on its own, so there's something to show her. And the call recorder?
- Monica StarlingI confirmed it. It sits with someone in our training team, and they're fine with it. They just asked what it will do with the recordings.
- Laura PenhaligonIt reads the transcripts and summaries so people can search and ask questions across calls. I'll send a short description you can forward.
- Monica StarlingPlease. They'll like having something in writing.
- Laura PenhaligonNow users. You've got forty licensed. I can see just you and Allison have been in so far. Did you manage the pilot list?
- Monica StarlingI did. It's in the shared folder. A handful of client service leads, with their employer clients next to each name. I wasn't sure about two of them, whether they're pilot or later.
- Laura PenhaligonPut the unsure ones in the second wave. Better to start small and have the first people say it works than bring everyone in and get a lot of noise.
- Monica StarlingOkay. That's what Allison said too, I think. She doesn't want forty people on it in week one.
- Laura PenhaligonRight. So, plan for the pilot. Once the helpdesk is in, I'll run a short walkthrough for the leads, by client, so they see their own accounts rather than a demo.
- Monica StarlingThat's good. They respond to their own data. Can you do it before the busy period starts? Open enrollment is the thing everyone's worried about.
- Laura PenhaligonThat's the plan. I won't put a day on it until the helpdesk access is confirmed, but I'll hold time on my side.
- Monica StarlingOkay. And what should I be doing on my own in the meantime? I'd rather not just wait.
- Laura PenhaligonTwo things. Ask it real questions about your clients and note down anything that looks wrong. And fix those out-of-date account leads in the CRM. Then when the others join, the data's cleaner.
- Monica StarlingFine. I'll keep a list and send it to you. Good, that's actually helpful.
- Laura PenhaligonPerfect. So, from me: the call recorder note, and the walkthrough outline. From you: the helpdesk access, and the list of oddities. Shall we speak again next week?
- Monica StarlingYes, same time works. Thanks, Laura.
- Laura PenhaligonCheers, Monica. Speak soon.