Penmaen Software / BG-Demo – Kickoff
Callcompleted
Penmaen Software · 31 Jul 2024 12:15
Kickoff for Penmaen's Growth deployment on 31 Jul 2024, days after signing on 25 Jul 2024. Helpdesk, CRM and usage data are the planned sources; a nervous sole admin and a messy mapping sheet are the early watch points.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for Penmaen's Growth deployment on 31 Jul 2024, days after signing on 25 Jul 2024. Helpdesk, CRM and usage data are the planned sources; a nervous sole admin and a messy mapping sheet are the early watch points.
What happened: Callie Brennan ran the kickoff with Marcus Bell, who takes over as customer success manager. Cerys Llewellyn, Ffion Rees and Owain Jenkins attended for Penmaen, and dated actions were agreed.
Customer view: Cerys wants one place to see tickets, renewal date and usage per operator. Ffion, the named admin, said she was nervous about running it.
Watch: The operator mapping sheet is untidy, and Owain said the helpdesk key depends on an admin who is away. Owain also asked who finds out when data goes stale.
Commercial: Growth gives forty users and eight connectors, and only three sources are planned first. Finance data was raised as a possible later step, and Huw Bevan is to get a seat.
Themes
As at Fri 9 Oct 2026Theme
Growth implementation kickoff
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Owain Jenkins to create the Snowflake role by Friday and the helpdesk access by Tuesday.
- Ffion Rees to send the operator mapping sheet by the following Wednesday.
- Marcus Bell to book a thirty-minute check in a fortnight and close Ffion's open ticket.
Risks
As at Fri 9 Oct 2026- Ffion Rees is the single named admin and said she is nervous about running the brain alone.
- The operator mapping spreadsheet is untidy and the usage connector is expected to be the fiddly one.
- Helpdesk access depends on an admin who is away, so the timeline may slip.
Opportunities
As at Fri 9 Oct 2026- Finance data could be added as a later source once the first three connectors are live.
- Only a few of the forty licensed users start first, leaving room to widen across teams.
Transcript
Callie BrennanHello, everyone. Give it a minute, I can see Owain's still coming in. Is the audio alright for you all?
Cerys LlewellynFine here. Ffion's next to me, we're in the same room so you might get a bit of an echo.
Ffion ReesHi, yes. Hello. I'll mute when I'm not talking.
Owain JenkinsSorry, sorry, was stuck on another call. I'm here now.
Marcus BellNo problem, Owain. I'll share my screen in a second, I've got the plan on one page. I'm Marcus, I'm the customer success manager, so after Callie hands over I'm your person.- Callie BrennanAnd I'm Callie, I'm running the implementation. So the plan for the next hour: first the shape of the project, then the connectors and who owns each, then access and security with Owain, then what happens before we switch on the refresh. I'll put a date against every step as we go.
- Cerys LlewellynLovely. I should say, for the others, we signed on 25 Jul 2024, so we're only days in, and I'd like us to be moving fast.
- Callie BrennanUnderstood. You're on Growth, which means forty licensed users and eight connectors. We won't use all of those in the first weeks, and that's fine. Cerys, tell me what the first picture looks like for you.
- Cerys LlewellynFor each leisure operator we look after, I want my team to see tickets, renewal date and product usage in one place. Which customers are at the edge? That's what I want it to answer. So the helpdesk, the CRM and the product usage data, in that order.
- Callie BrennanThat maps cleanly. Three sources first, then we look at finance data in a later step if you want it. Ffion, you're down as the admin. How do you feel about that?
- Ffion ReesA bit nervous, honestly. I know our data, but I haven't run anything like this. I'd like to understand what I'll be responsible for.
- Callie BrennanGood, that's the right question. What I want is for you to be able to run it alone by the end. So you'll be in every session, and I'll leave a setup note that covers the connectors, the field mappings and how to check a refresh has landed.
- Marcus BellAnd I'm around for the how-to questions afterwards. Happy to jump on a call, no need to wait for a formal check-in.
- Ffion ReesThat's reassuring, thank you.
- Callie BrennanRight, Owain. This is where you come in. The brain is built and runs inside your own Snowflake account, so nothing is copied out to us. What I need from your side is, one, a Snowflake account and a role that we can use, two, read-only access for each source system, and three, anything your security process needs before that goes live.
- Owain JenkinsRight. Let me think out loud. We do have a Snowflake account, but the role setup is something I'd want to do myself. I'm not keen on sharing credentials over email.
- Callie BrennanNor would I want you to. I never start a connector without written access, so I'd suggest you create the role yourself and send me the role name and the process for the credentials, not the credentials.
- Owain JenkinsThat works. And how does the access for the helpdesk work? Is that an API key?
- Callie BrennanTypically a key or a service user, yes, and it should be read-only. I'll send you a list of exactly what each connector reads, so you can check it before you create anything.
- Owain JenkinsPlease do. If it's all in one document I can run it past a colleague in security without a meeting.
- Callie BrennanI'll send it today. Can you have the Snowflake role and the first access in place by Friday?
- Owain JenkinsFriday is tight. The role I can do. The helpdesk key I'd say early next week, because the admin for that is away.
- Callie BrennanThen Friday for the role, Tuesday for the helpdesk. Cerys, are you comfortable with that?
- Cerys LlewellynFine with me. Owain, shout if you need anything from me to push it along.
- Owain JenkinsWill do.
- Marcus BellCan I just flag something from the numbers? There's some early activity on the account already. Active users are under one at the moment, which is what you'd expect, because only a couple of people have logged in to look around. I'd expect that to climb once the data is flowing.
- Cerys LlewellynThat'll be me and Ffion poking about. We've not done anything real yet.
- Marcus BellExactly. I mention it only so we have a baseline. There are also a couple of tickets open from you already, one flagged as high priority. I've looked at them and they're about access to the workspace, not the data, so nothing to worry about.
- Ffion ReesOh, that was me, I couldn't see the settings page. I think it's sorted now, but I'm not sure whether I should close it.
- Marcus BellLeave it with me, I'll check and close it for you if it's fixed. You did the right thing raising it.
- Callie BrennanGood. Back to the plan. Once the access is in, the order is this. Helpdesk first, because it's the cleanest and gives us a quick win. Then the CRM. Then the product usage data, which I expect to be the fiddly one.
- Cerys LlewellynWhy fiddly?
- Callie BrennanUsage data tends to be keyed on whatever your product calls a customer, and that's often not the same as the name in the CRM. So we'll need a mapping between operator names in the product and accounts in the CRM. Ffion, that's a job for you with me alongside.
- Ffion ReesWe do have a list, but it's a spreadsheet, and I'd be lying if I said it was tidy.
- Callie BrennanNobody's is. Send it as it is, and I'll tell you what needs fixing. I won't say it should be fine until I've checked it.
- Owain JenkinsCan I ask about refresh? When data is stale, who finds out?
- Callie BrennanGood question. The nightly refresh is meant to complete by 07:00 each business day. After go-live, Ffion can check it from the admin view, and Marcus keeps an eye on the numbers too. If a source stops loading, the record counts go flat, and that's the first sign.
- Owain JenkinsAnd if we change something in our helpdesk setup?
- Callie BrennanThen tell us before, if you can. That's the commonest reason a connector breaks. A renamed field, a new custom field, a changed key. A quick note to Marcus is all it takes.
- Owain JenkinsI'll add that to our change checklist. Fair enough.
- Cerys LlewellynCan we talk about people? Forty licensed users sounds like a lot to me, but I'd like to know who gets seats first.
- Marcus BellTypical approach is to start with the team who'll use it daily. Customer success, maybe a couple from finance, someone from IT. You don't need all forty switched on at once.
- Cerys LlewellynThen it's my team plus Ffion, and I'd like Huw to have a seat, though he'll look at it twice a month at most.
- Marcus BellThat's fine. I'd suggest we show him a short page of usage each month, so he doesn't have to log in to find the answer.
- Cerys LlewellynYes, good. He'll ask who is actually using it, and I want the answer ready.
- Callie BrennanLet me read back the plan. Role in Snowflake, Friday. Helpdesk access, Tuesday. I'll send the list of what each connector reads, today. Ffion sends the operator mapping sheet, by next Wednesday. Then helpdesk first, CRM second, usage third, each with a short check. And I'll leave a setup note for Ffion at the end. Did I miss anything?
- Ffion ReesI'll send the sheet by Wednesday, yes.
- Owain JenkinsNothing from me. I'll shout if the security people raise anything.
- Marcus BellI'll book thirty minutes in a fortnight so we can see how the first connector landed. And I'll close that ticket for Ffion today.
- Cerys LlewellynBrilliant. Thank you, all. Diolch.
- Callie BrennanThanks, everyone. Speak soon.
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