Penmaen Software / BG-Demo – Onboarding
Callcompleted
Penmaen Software · 28 Aug 2024 14:30
Second onboarding call on 28 Aug 2024. All three sources loaded in the test area, but a third of operators are unmatched. Cerys liked the first answers, a small first group is agreed and a second admin has been found.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call on 28 Aug 2024. All three sources loaded in the test area, but a third of operators are unmatched. Cerys liked the first answers, a small first group is agreed and a second admin has been found.
What happened: Callie showed the first test refresh. Helpdesk, CRM and usage data all loaded, but many operators were unmatched because of helpdesk spelling variants and parent group names.
Customer view: Cerys saw the brain answer a ticket and renewal question in one go and called it what she wanted. She wants both group and site views, and said it looked better than she expected this early.
Commercial: Cerys wants to see operators with a renewal in the next quarter and low usage, which is a renewal-risk view. Callie warned that the list is not reliable until the mapping is finished.
Watch: Logins are very low before invitations, and Callie wants to see them move. The second admin resolves the single-point-of-failure worry from the first call.
Themes
As at Fri 9 Oct 2026Theme
First refresh and mapping
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- Ffion corrects the mapping sheet, including the new parent column, and raises a helpdesk pick list internally.
- Callie sends the one-pager with three example questions and adds the invitations and the new admin.
- Callie and Marcus Bell run the training session with the customer after this call.
Risks
As at Fri 9 Oct 2026- A third of operators are still unmatched, so early answers such as the renewal-risk list are not yet reliable.
- Sites tickets arrive under parent groups and individual senders, so rollups may be wrong until a parent column is added.
- Logins are very low before invitations and adoption is not yet proven.
Opportunities
As at Fri 9 Oct 2026- Cerys wants operators with a renewal soon and low usage as a Monday morning view, which ties the brain to her renewal work.
- A group and site view per operator could widen use beyond the first small group once the mapping is done.
Transcript
Callie BrennanAfternoon. I've got Ffion, and Cerys is on her way, I think.
Ffion ReesAfternoon, Callie. Yes, she texted to say she's two minutes. Lovely weather in Cardiff, finally.- Callie BrennanJealous. It's grey here. Shall we make a start and she'll catch up? I'll tell you where I want to get to in the next forty-odd minutes. One, the first test refresh and what it shows. Two, the operator mapping, which is the bit we owe each other. Three, who gets invited and when.
Cerys LlewellynSorry, sorry, I'm here. Back to back this morning. Go on, I've heard the plan.- Callie BrennanPerfect timing. So the CRM access came through, thank you Ffion, and the usage role in Snowflake went in as well. I ran the first refresh into the test area yesterday evening. Let me share.
- Callie BrennanSo this is the summary. Helpdesk tickets are in. CRM accounts and renewals are in. Usage is in. Everything has loaded. What I'd ask you to look at is this column here, operators matched.
- Ffion ReesOh. That's quite a lot unmatched.
- Callie BrennanIt's a fair number, yes, and it's what I expected from the spreadsheet, so no alarm. Most of the unmatched ones are the helpdesk names typed in different ways. I've grouped them. Look, same operator, three spellings.
- Cerys LlewellynHa. That one's our fault, we've been telling support to use the full name for a year.
- Ffion ReesI can fix those in the sheet. If I give you the right name for each group, does it carry forward, or does it need doing every night?
- Callie BrennanIt carries forward. You fix the mapping once, it's applied on every refresh. What I'd suggest for the long run is a small rule in the helpdesk so the field is a pick list. That's on your side, though, I can't change it for you.
- Ffion ReesOkay. I'll raise that internally.
- Callie BrennanNow the ones that worry me more. There are a few operators that appear in the CRM and the usage data but never in the helpdesk. Either they've never raised a ticket, or they're in under a parent name.
- Cerys LlewellynParent name, probably. We've got a couple of groups that run lots of sites. The leisure centres are all under one trust, for instance. Tickets come in under whoever wrote the email.
- Callie BrennanRight, that's useful. Do you want the brain to roll sites up to the group, or keep them separate?
- Cerys LlewellynBoth, ideally. I want to see the group when I'm thinking about renewal and the site when I'm thinking about a support problem.
- Callie BrennanThat's doable, a parent column in the mapping. It means Ffion needs one more field in the sheet. I'll add it and send the template back to you after this call, with your existing rows kept.
- Ffion ReesThat's fine. Better to do it now than redo it later.
- Callie BrennanLet me show you what the brain does with a clean operator, so you can see why this matters. I've taken one you picked last time. Ask it something.
- Cerys LlewellynOkay. How many tickets has this operator raised and how many are still open?
- Callie BrennanThere. It gives you the count, it shows the tickets, and underneath, the renewal date from the CRM and the recent usage. All from one question.
- Cerys LlewellynThat's the thing. That's what I wanted. Ffion, you see that? That's an afternoon of copying between three tabs.
- Ffion ReesIt is, yeah. I did that on Monday.
- Cerys LlewellynSo which customers are at the edge? Can I ask it that, or is that too vague?
- Callie BrennanAsk it. Be a bit more specific if you can, otherwise it will guess what edge means. Something like operators with a renewal soon and falling usage.
- Cerys LlewellynOperators with a renewal in the next quarter and low usage recently.
- Callie BrennanThere. Don't trust this list yet, it's only as good as the mapping, and a third of operators are still unmatched. But you can see the shape of it. When the mapping is done, this becomes your Monday morning view.
- Cerys LlewellynRight. I'm happy with that as a first step. Honestly, better than I thought it'd look this early.
- Callie BrennanGood. Now invitations. You said a small group first. Let me check I've got the right ones.
- Cerys LlewellynTwo of my CSMs, Ffion, and one from support. That's it for now. I'll tell the rest when I've seen it behave.
- Callie BrennanFine. We have forty seats, so no pressure, and adding people later is just a click. One thing I'd flag. At the moment the numbers of people logging in are very low, which is normal before invitations, but I'd like to see it move after next week. Not for a target. It's the way I tell whether people have found it.
- Ffion ReesI'll sit with the CSMs and walk them through. Is there a short guide?
- Callie BrennanI'll write you a one-pager with three example questions in your language, tickets, renewals and usage. And a training session is the next step after this, with Marcus Bell, your CSM, joining so he knows how you use it.
- Cerys LlewellynAnd what about the second admin? Ffion, did you get a name?
- Ffion ReesYes, someone in our IT team has said yes. I'll send you the email address in the thread so you can add them properly.
- Callie BrennanBrilliant, thank you. That's the thing I'd have been fretting about. I'll add them and send the setup note: connectors, credentials, who owns each one, when the token needs renewing, and what the nightly refresh does.
- Cerys LlewellynSo, summary. Ffion corrects the mapping sheet with the parent column. Callie adds the invitations and sends the guide. IT person becomes admin. And we meet again for training.
- Callie BrennanThat's it exactly. Anything I've missed?
- Ffion ReesNo, I think that's us.
- Cerys LlewellynDiolch, Callie. Good session.
- Callie BrennanThanks, both. Speak soon. Thanks, Callie, as I always sign off, ha.
Callsmade from