Pellegrin Hart Benefits / BG-Demo – Onboarding
Callcompleted
Pellegrin Hart Benefits · 15 Jul 2026 15:30
Onboarding call on 15 Jul 2026. Helpdesk connector loads and refreshes nightly, but duplicate client names stop the by-client view. Usage is still small. Leads' session and call recorder wait on the name clean-up.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 15 Jul 2026. Helpdesk connector loads and refreshes nightly, but duplicate client names stop the by-client view. Usage is still small. Leads' session and call recorder wait on the name clean-up.
What happened: Laura reported the helpdesk connector loading and the nightly refresh completing each morning. The CRM is in, but duplicate client names split client history, so the by-client view cannot yet be shown.
Customer view: Allison wants the by-client view done properly and the leads in before open enrollment. She confirmed the plan sponsor, not the parent group, is the client.
Commercial: Usage is a couple of people a day, which Laura links to patchy data. Allison mentioned one wobbly renewal asking about reporting, which is why she is keen on the brain.
Watch: Monica owns the name fixes and aims to book the leads' session by the end of next week. Snowflake access permanence is still to be confirmed in writing.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data quality
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Monica Starling to fix the client names at source this week.
- Laura Penhaligon to send Monica the list of uncertain names, then add the call recorder once names are stable.
- Monica to schedule the leads' session for the end of next week and confirm the Snowflake access in writing.
Risks
As at Fri 9 Oct 2026- Duplicate client names split history, so the by-client view Allison asked for cannot yet be shown.
- Usage is still small, and trust in answers may stay low until the data is clean.
- Snowflake access is believed permanent but not yet confirmed in writing.
Opportunities
As at Fri 9 Oct 2026- A first session with the leads before open enrollment could build habit and usage.
- The helpdesk side alone can answer which clients raise the most issues, a question Monica's team asks constantly.
Transcript
Laura PenhaligonHi both. Can you hear me okay?
Monica StarlingYep, all good here. Allison's just grabbing a coffee, she said to start.
Allison PereiraI'm here, I'm here. Sorry. Hi Laura. It's been one of those mornings.- Laura PenhaligonNo worries. It's mid-afternoon on my side, so I'm about at my second tea. Shall we crack on?
- Allison PereiraPlease. Quick update from me first, then I'll shut up. Three renewals this week, two fine, one wobbly. The wobbly one is asking where we are on reporting, which is why I'm keen on this.
- Laura PenhaligonRight, that's helpful context. So the update from me. The helpdesk connector is loading, and the nightly refresh has completed each morning since we switched it on. The CRM is in, but I'm not happy with it yet, and that's mostly about client names.
- Monica StarlingYeah. I looked at that last night. I found a few I need to fix at the source.
- Laura PenhaligonLet me share my screen so you can see what I mean.
- Allison PereiraOkay, I can see it. So that's a client list, and some of them appear twice.
- Laura PenhaligonYes. Same employer, but the helpdesk spells it one way and the CRM another, so the brain treats them as two clients and splits their history. Which is why I can't yet show you the by-client view you asked for.
- Allison PereiraCan we see that by client once it's fixed? Properly, not a workaround?
- Laura PenhaligonYes, properly. Once the names agree, you'll see tickets, calls and renewal status under one client page. I've mapped the obvious ones already. It's the awkward handful left.
- Monica StarlingI can take the awkward handful. There are some where the parent company and the plan sponsor are recorded differently, and I honestly don't know which one Allison's team treats as the client.
- Allison PereiraThe plan sponsor. The employer who signs with us. Not the parent group.
- Monica StarlingOkay, that settles it. I'll go through them this week.
- Laura PenhaligonLovely. Would it help if I sent you the list of names I'm unsure of, so you're not hunting through the whole thing?
- Monica StarlingYes please. That would save me an afternoon.
- Allison PereiraWhat's the signal on usage? Who's actually in there?
- Laura PenhaligonHonestly, still small. A couple of people a day on average, slightly more than last time. I'd expect that while the data's patchy, because nobody wants to ask a question they don't trust the answer to.
- Allison PereiraRight. That's chicken and egg. I want the leads in before open enrollment, not after.
- Laura PenhaligonAgreed, and I'd bring them in as soon as the client names are clean, not wait for every source. Even the helpdesk side alone answers useful things, like which clients are raising the most issues this month.
- Monica StarlingThat's actually one my team asks me constantly. I'd love to stop answering it by hand.
- Allison PereiraOkay. Let's do this. Laura, how long does a first session take with the leads?
- Laura PenhaligonAbout an hour. I'd show them how to ask a question, how to read where an answer came from, and how to tell when it's wrong. That last one matters most early on.
- Allison PereiraGood. Monica, can you find a slot once the names are done?
- Monica StarlingI'll aim for the end of next week. If the names slip, I'll tell you rather than let it drift.
- Laura PenhaligonThat's all I ask. One more thing, did IT sort the Snowflake side fully? I can see the access we need, but I'd like it confirmed that nothing's temporary.
- Monica StarlingI believe it's permanent. I'll double check with my colleague and confirm in writing.
- Laura PenhaligonPerfect, thanks. And the sensitive fields list, I've applied what you sent. Nothing in the benefits elections area is being read.
- Monica StarlingGood. That was my main worry.
- Allison PereiraOkay, to recap so I've got it right. One, Monica fixes the odd client names. Two, Laura sends the list. Three, we schedule the leads' session. Four, the call recorder goes in after. Anything I'm missing?
- Laura PenhaligonNo, that's it. I'll add the call recorder as soon as the names are stable, otherwise I'd be loading calls against the wrong clients.
- Allison PereiraGreat. Thanks both. Best, Allison.
- Laura PenhaligonCheers, everyone. Speak soon.
- Monica StarlingBye, thanks.
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