Penmaen Software / BG-Demo – Onboarding
Callcompleted
Penmaen Software · 4 Sep 2024 13:15
Onboarding kickoff on 4 Sep 2024. Penmaen starts with helpdesk and CRM for customer success, with only two users to begin. CRM access in writing and a list of operator spellings are the open items.
What was said
What this says
As at Fri 9 Oct 2026Onboarding kickoff on 4 Sep 2024. Penmaen starts with helpdesk and CRM for customer success, with only two users to begin. CRM access in writing and a list of operator spellings are the open items.
What happened: Callie Brennan agreed the connector order with Cerys Llewellyn and Ffion Rees: helpdesk first, CRM second, product usage third. Access for the CRM sits with an IT colleague, and Callie will not start a connector without it in writing.
Customer view: Cerys wants customer success to open a leisure operator and see tickets, renewal date and usage in one place. She wants a deliberate small start, two users on a Growth licence of forty, so the account managers arrive knowing what to ask.
Commercial: Cerys said her chief executive will look at usage in a month and ask, so low early usage needs to be explained. Callie will record the deliberate start in the setup note.
Watch: Ffion is nervous about running connectors alone. A handover session after the first refresh is promised, and Patrick will want a security conversation.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding 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- Ffion Rees to send written CRM read access from the IT colleague and the list of operator spellings.
- Cerys Llewellyn to set a time with Patrick so Callie Brennan can join on security.
- Callie Brennan to build the helpdesk connector once access arrives and meet again to review the first refresh.
Risks
As at Fri 9 Oct 2026- Written CRM access depends on an IT colleague with a queue, which could delay the second connector.
- Only two users at the start, and the chief executive will ask about usage in a month.
- Ffion is nervous about running connectors alone, so a key-person dependency could form.
Opportunities
As at Fri 9 Oct 2026- Forty users are licensed and only two will start, so account managers can follow once confident.
- Questions the team keeps asking can become dashboards on the Growth dashboards builder.
Transcript
Callie BrennanHello, hello. Can you both hear me all right?
Ffion ReesYes, loud and clear. Hi Callie.
Cerys LlewellynHiya. Sorry, just sorting my headphones. Right, that's better. Afternoon, both.- Callie BrennanAfternoon. Good, we're all here. How's the week been?
- Cerys LlewellynBusy. My team asked me on Monday what we'll actually be able to see once this is running, so I've been collecting their questions. Which customers are at the edge, mostly. Who has a renewal coming and a pile of tickets sat behind it.
- Callie BrennanThat's a good list to have, and it helps me. So here's the plan for the next forty minutes or so. First, I want to confirm which sources we connect first and who owns the access for each. Second, walk through how your leisure operators map across the sources. Third, agree what has to be true before we switch on the refresh. Then next steps, with dates against them.
- Ffion ReesThat works. I'm the one who'll be hands on, so I'll try to be useful on the access side.
- Callie BrennanBrilliant, that's exactly what I need. Right, sources. You bought Growth, so there's room across several teams and a good number of connectors, but let's not connect everything on day one. Cerys, if you had to pick the two sources your team can't live without?
- Cerys LlewellynTickets and the CRM. Let's start with the team who'll use it, and that's customer success. They need to open a leisure operator and see the tickets, the renewal date and who's actually using our software, all in one place. Usage data comes after that.
- Callie BrennanLovely. So helpdesk first, CRM second, product usage third. Ffion, who holds the admin rights on the helpdesk?
- Ffion ReesI do, for the helpdesk. The CRM is a colleague in IT. I can ask her, but she's got a queue.
- Callie BrennanThat's fine, but what I need from your side is written access for the CRM before we start on it. I don't begin a connector without it in writing. Can you ask your colleague to send me an email confirming read access?
- Ffion ReesYes. I'll ask this afternoon and copy you in.
- Cerys LlewellynAnd I'll nudge her too, if she's slow. She'll answer me quicker than she answers Ffion, I'm afraid.
- Ffion ReesThat's true, to be fair.
- Callie BrennanHa, whatever works. Right, let me share my screen so you can see the mapping sheet. Give me a second. Can you see it?
- Ffion ReesYes, I can see it.
- Callie BrennanGood. So down the left is the field in your helpdesk, down the right is where it lands in the brain. The key one is the operator. In your helpdesk, how does a ticket tell you which leisure operator it came from?
- Ffion ReesThere's an organisation field on the requester. Mostly it's filled in. Sometimes agents type the name of the gym instead, or the centre, and then it doesn't match.
- Callie BrennanRight, that's the thing I wanted to hear. So the organisation field maps cleanly, but the free-text ones won't. Do you have a list of operators somewhere that's the source of truth?
- Cerys LlewellynThe CRM, in theory. Though some of the older ones have a couple of spellings. Ffion, you did that clean-up in the spring, didn't you?
- Ffion ReesI did most of it. There's maybe a handful left that I never got round to merging.
- Callie BrennanOkay. So before we switch on the refresh, I'd like that handful merged or at least listed, so I can map the spellings to one operator each. It's a small job, and it saves us wrong numbers later.
- Ffion ReesI can send you the list rather than merge them. Is that all right?
- Callie BrennanThat's perfect, a list is all I need. Put the spelling variants next to the proper name and I'll do the rest.
- Cerys LlewellynCan I ask something, while we're on it? When the team asks, say, which operators have the most open tickets and a renewal inside the next quarter, is that something they type in, or do they build it?
- Callie BrennanThey type it in. That's the chat. For something you want to see every Monday, you'd build a dashboard, and Growth includes the dashboards builder. But start with questions. Your team will find out quickly what they keep asking, and that's what you turn into a dashboard.
- Cerys LlewellynI've seen this work that way before. People ask the same three things for a fortnight and then you have your dashboard.
- Callie BrennanExactly. Now, users. You've got forty in the licence. Who do you want in first?
- Cerys LlewellynNot all forty, no. Me and Ffion to start, so we can test it properly. Then the account managers once we're confident, and I'd rather they came in knowing what to ask than poked around and decided it's useless.
- Ffion ReesSo it'll be quiet for a few weeks. Just the two of us.
- Callie BrennanThat's fine, and honestly sensible. I'd rather you were two confident people than forty confused ones. I'll write it into the setup note that it's a deliberate start, so nobody reads the low usage as a problem.
- Cerys LlewellynGood, because my chief executive will look at that in a month and ask.
- Callie BrennanUnderstood. Now the other thing is leaving Ffion able to run this alone. Ffion, once the first refresh has landed I'll do a session on how to check a connector, how to see if records are flowing, and what to do when one stops. Would that suit?
- Ffion ReesYes please. That's the part I'm a bit nervous about, if I'm honest. If something breaks, I don't want to be waiting on someone.
- Callie BrennanThat's what the handover is for. You'll have a written note, step by step, and I won't leave until you've done it yourself once.
- Cerys LlewellynRight, and Patrick will want to know about security and where the data sits. Can you tell me that in a sentence, so I can say it to him?
- Callie BrennanI'd rather not guess at what Patrick needs, but the sentence is this. The brain is built and runs inside your own Snowflake account, so your data doesn't leave your environment. If he has more questions, I'm happy to join him for ten minutes.
- Cerys LlewellynThat's what I needed. Diolch. I'll set him up with you next week.
- Callie BrennanLovely. So, to recap, because I've scribbled a lot. Ffion, you send me written CRM access from your colleague in IT, and the list of operator spellings. Cerys, you pick a time for Patrick and I'll join. I'll build the helpdesk connector once I have access, run the mapping, and we meet again next week to look at what the first refresh did.
- Ffion ReesGot it. Is there anything I should do about credentials for the usage data?
- Callie BrennanNot yet. We'll leave usage until the first two are settled. One thing at a time.
- Cerys LlewellynPerfect. Thanks, Callie. This has made it feel a lot more real.
- Callie BrennanGood. Speak next week, both of you. Thanks, Callie. Bye for now.
- Cerys LlewellynDiolch, bye.
- Ffion ReesBye, thanks.
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