Penmaen Software / BG-Demo – Onboarding
Callcompleted
Penmaen Software · 20 Aug 2024 12:15
First onboarding call on 20 Aug 2024. Cerys wants one place to see which operators are quiet or ticket-heavy before renewal. Access for two of three connectors is outstanding, and the operator mapping and a second admin are open.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call on 20 Aug 2024. Cerys wants one place to see which operators are quiet or ticket-heavy before renewal. Access for two of three connectors is outstanding, and the operator mapping and a second admin are open.
What happened: Callie Brennan walked Cerys Llewellyn and Ffion Rees through the connector checklist. The helpdesk is green, the CRM access is requested and the usage data is waiting on a Snowflake role.
Customer view: Cerys's team fear another tool nobody opens, so she wants a small first group and a clear use case. She was also asked by finance what the annual fee buys, and accepted questions asked as the simple measure.
Commercial: Cerys said she can sell questions asked upstairs, which gives the CSM a ready value case for the first renewal conversation. The customer is licensed for forty users and plans to start with a handful.
Watch: Ffion is the only person who can fix a credential, and the operator mapping spreadsheet is admittedly imperfect. A stale or mismatched join would damage trust early.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connectors and mapping
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ffion sends the unedited mapping spreadsheet the same day.
- Callie sends the read-only permissions note so the CRM integration user can be approved.
- Ffion names a second admin from the IT team before go-live.
Risks
As at Fri 9 Oct 2026- Operator names differ across helpdesk, CRM and usage data, and the customer's mapping spreadsheet is only mostly right.
- Ffion is the only person able to fix a credential until a second admin is named.
- Cerys's team doubt the tool will be used, so early adoption needs to be visible.
Opportunities
As at Fri 9 Oct 2026- Questions asked gives Cerys a simple value case to take to finance.
- Forty licensed users leave room to widen beyond the first small group once the mapping is trusted.
Transcript
Callie BrennanHi both, can you hear me alright?
Cerys LlewellynLoud and clear, Callie. Hi. I think Ffion's just joining.
Ffion ReesHi, sorry, I was stuck on another call. Can you hear me? I've got the headset on today.- Callie BrennanPerfect, yes. Thanks for making time over lunch. Right, let me give you the plan for the next hour, or the fifty minutes we've got. First I'll go through the connectors we've agreed. Then the access I still need from your side. Then we'll talk about who your first users are, and I'll leave you with a list of what happens before we switch on the refresh.
- Cerys LlewellynSounds good. Can I start with what my team asked me this week? They keep asking whether it's going to be another tool nobody opens.
- Callie BrennanHa, fair question. And what did you tell them?
- Cerys LlewellynThat I've seen this work, and that we'd start with the team who'll use it. Which is the customer success team, not the whole company. So the question for me is simply, which customers are at the edge? Which leisure operators are about to renew and are quiet, which have lots of tickets. That's what I want to be able to ask in one place.
- Callie BrennanThat maps cleanly onto what you bought. Tickets, renewals and usage, read per operator. So the thing I need to be sure of is how an operator is identified in each of your systems, because that's the join everything hangs on.
- Ffion ReesRight. That's the bit I'm worried about, to be honest. In the helpdesk it's an organisation field, but people type it differently. In the CRM it's the account name. And in the product usage data it's an operator identifier, which is a code.
- Callie BrennanMm, that's very normal. So three names for one thing. Is there any table or sheet that already says this code is that account?
- Ffion ReesThere's a spreadsheet I keep. It's not perfect. I'd say most of them are right.
- Callie BrennanMost is a good start, and I'd rather have your spreadsheet than guess. What I need from your side is that sheet, with a column for the helpdesk name, one for the CRM name and one for the code. Don't tidy it first. I'd like to see where it's messy.
- Ffion ReesOkay. I can send that today. I'll flag the ones I'm not sure about.
- Cerys LlewellynPlease do flag them. Better the brain says it's unsure than gets it wrong in front of my team.
- Callie BrennanAgreed, and it will say so. Now, connectors. We have the helpdesk, the CRM and the usage data landing in your Snowflake account. I don't start any of them without written access, so let me share my screen and show you where we are on each.
- Callie BrennanCan you see that? It's the onboarding checklist. Helpdesk, access received, tested, green. CRM, access requested, not yet received. Usage data, waiting on the role in Snowflake.
- Ffion ReesYeah, the CRM one is mine. I asked our admin for an integration user and I think it's stuck behind another request. I'll chase.
- Callie BrennanThank you. If it helps, I can send the exact permissions list again, so whoever approves it can see it's read only.
- Ffion ReesYes please. That would help, they're a bit nervous about anything that touches customer records.
- Callie BrennanUnderstandable. It reads, it doesn't write. I'll put that in the email in plain words.
- Cerys LlewellynCallie, one of the tickets we raised last week was about the helpdesk connector, wasn't it? Ffion, was that the access one?
- Ffion ReesYeah, that was ours. The first token had expired. It's sorted now, Callie fixed it with me on Thursday. Sorry, I should have said.
- Callie BrennanNo need to apologise, that's what the ticket's for. It's why I've put a note against the credentials in the checklist: who created it, and when it needs renewing.
- Cerys LlewellynGood. Because I won't always be the one watching this, and Ffion has a lot on.
- Ffion ReesThanks, Cerys.
- Callie BrennanSo the order of play is this. Once the CRM and the usage access are in, I run the first refresh into a test area. Not for your users. For us. We look at record counts and a sample of operators, and only then do we switch it on for the team. Before we switch on the refresh, I want you both to have seen a handful of operators and said yes, that's right.
- Cerys LlewellynI like that. Pick the ones I know well. Pick the awkward ones as well.
- Callie BrennanI'll take your list of five or so. You're licensed for forty users, so there's plenty of room, but I'd keep the first group small. Who would you invite to begin with?
- Cerys LlewellynMy customer success managers, a couple of them. Ffion, of course. And one person from support who sees the tickets all day. Not forty. I don't want forty people poking at half-mapped data.
- Callie BrennanThat's sensible. And you'll need a second admin, ideally. If Ffion's the only one who can fix a credential, that's a single point of failure.
- Ffion ReesFair. I could ask someone in our IT team to be the backup, for the Snowflake side at least.
- Callie BrennanPlease do. I'd like the person's name before we go live. I won't invent one for you, obviously.
- Cerys LlewellynCan I ask a boring question? Finance will ask me what this is for. We're paying thirty-nine thousand six hundred a year, and I'd like to be able to say what they'll see in the first quarter.
- Callie BrennanNot boring at all. I'd say the honest answer is questions asked. If in a few weeks your team are asking things like which operators have open high priority tickets and a renewal coming, and getting answers they'd otherwise spend an afternoon building, that's the value. Tom, your account owner, and Marcus, who'll be your CSM, will go through that with you properly. I'd just keep the measure simple.
- Cerys LlewellynQuestions asked. Right. I can sell that upstairs.
- Ffion ReesCallie, can I check something on the refresh? Does it run overnight? Because our usage data is only complete in the morning.
- Callie BrennanGood catch. It's a nightly refresh, finished by seven in your morning on business days. So if your usage data arrives later than that, tell me and we'll look at the order, or the brain will be a day behind on that one source.
- Ffion ReesI think it lands about five. I'll confirm with the data engineers.
- Callie BrennanBrilliant. So, to recap what happens next. You send me the spreadsheet today. I send the permissions note for the CRM. You chase the Snowflake role. And you give me a name for a second admin.
- Cerys LlewellynAnd we're back here next week, same time?
- Callie BrennanI'll send an invite, I'm aiming for the first test refresh by then. I'll also leave you a short setup note after every session, so nothing lives only in my head.
- Cerys LlewellynLovely. Diolch, Callie. Diolch, Ffion.
- Ffion ReesThanks both. Speak soon.
- Callie BrennanThanks, both. Bye for now.
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