Pellegrin Hart Benefits / BG-Demo – Onboarding
Callcompleted
Pellegrin Hart Benefits · 24 Jul 2026 16:15
Brain is live on Pellegrin Hart's data but only a few of 40 licensed users are active. Allison wants training before open enrollment, by-client question views, and a faster reply after a high priority ticket was slow.
What was said
What this says
As at Fri 9 Oct 2026Brain is live on Pellegrin Hart's data but only a few of 40 licensed users are active. Allison wants training before open enrollment, by-client question views, and a faster reply after a high priority ticket was slow.
What happened: Laura Penhaligon reviewed onboarding with Allison Pereira and Monica Starling. Core sources are connected, but only a couple of people, mostly Monica's group, use the brain regularly.
Customer view: Allison set a hard line that training happens before open enrollment. Monica said the team are nervous about getting it wrong and she did not hear back as fast as hoped on a high priority ticket.
Commercial: Allison confirmed the Growth subscription at £50k and 40 users and asked for a summary from Jordan. She wants questions grouped by employer client, which Laura will check against the Growth dashboards builder in writing.
Watch: The call recorder connection is unverified, and a helpdesk category tidy-up could stop a connector loading. Low usage against 40 licences is the main renewal risk.
Themes
As at Fri 9 Oct 2026Theme
Onboarding adoption and training
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- Laura Penhaligon to write up the response on the high priority ticket and confirm the by-client view in writing.
- Laura to run the whole-team training in the first week of August and an admin session for Monica beforehand.
- Monica Starling to tell Laura before any helpdesk changes.
Risks
As at Fri 9 Oct 2026- Only a few of 40 licensed users are active, so adoption may stall if training slips past open enrollment.
- A slow reply on a high priority ticket that blocked a source setup could erode confidence in support.
- A planned helpdesk category change could break a connector and leave answers stale.
Opportunities
As at Fri 9 Oct 2026- By-client question views on the Growth dashboards builder would show which accounts the team dig into.
- A whole-team training session and a short list of first questions could build habitual use.
Transcript
Laura PenhaligonHello, Monica, Allison. Can you both hear me okay? I'm a touch behind, sorry, the last call ran over.
Allison PereiraHi Laura, we hear you fine. No problem at all. Happy Friday, by the way. Quick one from me, let's make this efficient, we've got a lot to cover.
Monica StarlingHi everyone. I'm here, I can hear you. Allison, you're a little echoey, I think there's a second laptop on.- Allison PereiraMuting the other one. Better?
- Monica StarlingMuch better.
- Laura PenhaligonLovely. So the plan for today is to go through where the onboarding stands, what's live, what's still to connect, and who owns what on your side. Then I'd like to leave properly agreed next steps rather than a vague list. Does that suit?
- Allison PereiraWorks for me. What's the signal, though? Where are we really? I've heard it's gone live but I'm not seeing much.
- Laura PenhaligonThat's fair, and I'd rather be honest than polished. The brain is up and answering on your data. The core sources are connected, so you can ask about a client and get the tickets, the calls and the renewal information together. What we haven't got yet is people using it day to day. Only a few of your team have been in regularly, and you've got forty licensed.
- Allison PereiraYeah, that matches what I'm seeing. A couple of people, mostly Monica's group.
- Monica StarlingThat's right. I've been in most days checking the connections. The rest of the team have had the invite, but I think a lot of them are waiting for someone to show them what to ask. They're nervous about getting it wrong.
- Laura PenhaligonWhich is entirely normal at this stage. It's why I'd like to spend a good part of today on the training and on what the team actually do in a normal week. If we start from their questions rather than our feature list, it sticks better.
- Allison PereiraOkay, good. Before open enrollment, please. That's my hard line. Once open enrollment starts, the team's swamped and nobody will learn anything new.
- Laura PenhaligonUnderstood. So working back from that, what I'd propose is this. One, a training session for the whole client service team, pencilled in for the first week of August. Two, a shorter admin session for Monica and whoever else will look after the setup. Three, we agree the handful of questions people should try first. Does that feel realistic?
- Monica StarlingThe first week of August works for me. I'd want to check who's out. Summer, you know. Half my team seem to be on the Cape.
- Allison PereiraCan we see that by client, though? When people do start asking, I want the questions grouped by employer client, so I know which accounts the team are digging into. Is that possible?
- Laura PenhaligonYes, for the questions the team ask and what they relate to, and we can show it by client. I want to be careful not to promise a particular dashboard layout on this call. Let me check what's in your tier and come back to you in writing. The dashboards builder is part of Growth, so I expect it's fine, but I'd rather confirm.
- Allison PereiraGood. That's the honest answer. I'll take it.
- Monica StarlingCan I raise the tickets? We've had a couple now. One of them I marked as high priority because it was blocking me setting up one of the sources, and I didn't hear back as fast as I'd hoped.
- Laura PenhaligonThanks for raising it. I've seen both. The high priority one is moving, and I'd rather we talked it through properly than have you chase. Once we're off this call I'll go through it with our support team and tell you what happened with the response, in writing, today if I can.
- Monica StarlingThat would be good. It's not a drama, I just want to know I'll get a quick reply the next time I'm stuck.
- Allison PereiraSame from me. If it's blocking Monica, it's blocking the rollout.
- Laura PenhaligonAgreed. Now, on the technical side, Monica, what's your picture of what's still outstanding? You know the sources better than I do.
- Monica StarlingSo the helpdesk is in and flowing. The CRM is in. The call recorder is where I'm least sure. I think it's connected, but I haven't seen much from it, and I'd want to check the calls are actually coming through for the right client teams.
- Laura PenhaligonRight. That's worth checking together, rather than me guessing. Could we do that as part of the admin session? We'd go through each source, look at how much has been indexed and make sure it's the right people's calls.
- Monica StarlingYes. And I'd like to understand what happens when somebody changes a system on our side. We're due to tidy up our helpdesk categories, and I don't want to break anything.
- Laura PenhaligonGood one, and exactly the sort of thing I'd like you to tell us before it happens, not after. If a source changes, the connection can stop loading, and it looks fine until somebody notices the answers are stale. So just give me a heads up and we'll check it with you.
- Allison PereiraMonica, put that on your list. Tell Laura before you change anything.
- Monica StarlingNoted. Heads up before changes.
- Allison PereiraAnd just to ask the money question, because someone will ask me. We're on Growth, fifty thousand a year, £50,000, forty users, and that's all in the contract already? Nothing else coming on the invoice that I should know about?
- Laura PenhaligonYour order form has the £50,000 annual subscription and the 40 users. I'm on the implementation side, so I won't speak for the commercial terms beyond that. If you want a line by line, your account owner can send it over. But nothing in what I've seen is outstanding or overdue.
- Allison PereiraGood. That's what I needed. I'll ask Jordan for the summary anyway, so I have it.
- Laura PenhaligonSensible. So let me read back what we've agreed. Training session for the whole team, first week of August, ahead of open enrollment. Admin session for Monica before that. Monica to tell me before any helpdesk changes. I'll check the by-client view and come back in writing. And I'll write up the response on the high priority ticket today.
- Allison PereiraYes. And a short list of first questions for the team, please. Five or six, bullets, nothing fancy.
- Laura PenhaligonI'll send that with the follow-up note. If it's useful, I'll tag which ones suit which role.
- Allison PereiraPerfect. Thanks, Laura. Monica, good work. Best, Allison, signing off.
- Monica StarlingThanks both. Talk soon.
- Laura PenhaligonThanks everyone, speak soon. Bye.
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