Penmaen Software / BB-Demo – Onboarding
Callcompleted
Penmaen Software · 2024-09-11 16:30
Onboarding follow-up on 11 Sep 2024. Helpdesk and CRM connectors are green and records indexed is rising. Two mapping questions are open, and usage is still just Cerys and Ffion.
What was said
What this says
Current to 13 Oct 26Onboarding follow-up on 11 Sep 2024. Helpdesk and CRM connectors are green and records indexed is rising. Two mapping questions are open, and usage is still just Cerys and Ffion.
What happened: Callie Brennan reviewed the first refresh with Ffion Rees. Both connectors are green, the refresh finished before seven, and records indexed has gone up each day.
Customer view: Ffion found a mapped operator complete and called it satisfying. She is more confident than the week before, though she has not yet asked anything useful.
Commercial: Ffion asked about response times on Growth and wants them in writing. Marcus Bell, the customer success manager, is to confirm them.
Watch: Two records may be duplicates, and personal-address tickets stay unassigned. Usage remains two people, with account managers expected in a couple of weeks.
Themes
Current to 9 Oct 26Theme
First refresh and handover
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ffion Rees to ask the account manager whether the two records are the same company and tell Callie Brennan.
- Callie Brennan to update the mapping and send the finished setup note.
- Marcus Bell to confirm support response times for Growth in writing.
Risks
Current to 9 Oct 26- Usage is still two people and Ffion has not yet asked anything useful.
- Two possible duplicate operator records remain unresolved until the account manager answers.
- Cerys Llewellyn missed the call, so the decision-maker is one step removed.
Opportunities
Current to 9 Oct 26- Account managers are expected to join in a couple of weeks after the operator clean-up.
- A usage data connector can be booked once the mapping has settled for a week.
Transcript
Callie Brennan NoneHi Ffion. Can you hear me?
Ffion Rees NoneHi Callie, yes. Sorry, I'm in a meeting room, hang on, I'll close the door. There. Is that better?- Callie Brennan NoneMuch better. Good evening, nearly. Well, late afternoon. Cerys isn't joining us?
- Ffion Rees NoneNo, she's tied up with a review of one of the leisure operators. She said to carry on and she'll read the notes.
- Callie Brennan NoneThat's fine. So here's the plan for the next forty minutes. First, what the first refresh did, and whether the operators landed correctly. Second, the two things that didn't match. Third, I walk you through checking a connector yourself, so you're not waiting on me. Then the setup note and what happens next.
- Ffion Rees NoneGreat. I've had a quick look this morning, actually, and I think most of it was right, but I wasn't sure.
- Callie Brennan NoneGood, so you've already started. Let me share my screen. One moment.
- Callie Brennan NoneRight. This is the connector overview. Helpdesk is green, CRM is green. The refresh ran overnight and finished well before seven, which is what you're promised on every tier. Records indexed is the number to watch, and it's gone up each day since we switched on.
- Ffion Rees NoneYes, I can see that. So that's healthy?
- Callie Brennan NoneThat's healthy. What you want is a number that keeps moving. If it goes flat for a few days and nobody has changed anything, that's the cue to look. Now, operators. Open the operator view with me.
- Ffion Rees NoneOkay. I'm in.
- Callie Brennan NonePick any operator you know well.
- Ffion Rees NoneRight, I'll take one of the big gym chains. It's got the tickets, the renewal date, the account manager. And it's all there. That's quite satisfying, actually.
- Callie Brennan NoneThat maps cleanly, and it's because of the list you sent. The spelling variants all fold into one operator. Now try one from your handful that you hadn't merged.
- Ffion Rees NoneOkay. This one. Hmm. It's showing twice.
- Callie Brennan NoneYes, I saw that. That's the first of the two things. There are two records in the CRM that look like the same company but have different domains, so I didn't want to merge them without asking you. Are they the same?
- Ffion Rees NoneHonestly, I don't know. One is the head office and one might be a franchise. I'd have to ask the account manager.
- Callie Brennan NoneThen let's leave them apart and flag it. Ask the account manager, and tell me which it is, and I'll adjust the mapping. It's better two separate than wrongly joined.
- Ffion Rees NoneI'll do that today. And the second thing?
- Callie Brennan NoneThe second is tickets with no organisation at all. There's a small group where the requester is an individual using a personal address. They land, but not against any operator.
- Ffion Rees NoneYeah, those are the gym members who email support directly by mistake. We usually forward them on to the operator.
- Callie Brennan NoneThat makes sense. Then I'd leave them unassigned, rather than force a mapping. They're noise for what Cerys wants to see. But I'll note it so nobody thinks it's a fault.
- Ffion Rees NoneFine by me.
- Callie Brennan NoneGood. Now the part I promised. Checking a connector yourself. Go to the connector page on your side and tell me what you see.
- Ffion Rees NoneA list. Name, status, last refresh, and a count.
- Callie Brennan NoneThat's it. Status tells you whether it ran. Last refresh tells you when. The count tells you whether it's bringing anything in. So three questions, in that order. Did it run, when did it run, did it bring anything in.
- Ffion Rees NoneDid it run, when, did it bring anything in. Okay. I'll write that down.
- Callie Brennan NoneIt's in the setup note too, with the screenshots. What would you do if the status was green but the count had been flat for a week?
- Ffion Rees NoneCheck whether anything changed in the helpdesk. A field, or a permission, or something like that.
- Callie Brennan NoneExactly right. Usually someone has changed the source. A renamed field, a new permission. Then you raise it with us, and tell us what changed.
- Ffion Rees NoneAnd if I raise it, how quickly will someone come back? Because we're on Growth, so I assume that's not the quickest tier.
- Callie Brennan NoneIt's whatever your order form says for your tier, and I don't want to quote it from memory. Marcus Bell is your customer success manager, and he'll confirm it in writing. I'll ask him to send it to you.
- Ffion Rees NoneThanks. That would help, I'd like it written down somewhere.
- Callie Brennan NoneDone, I'll ask him today. Now, users. Last time you said just you and Cerys to start. How's that been?
- Ffion Rees NoneYes, it's just us still. Cerys has been asking it things in between meetings. She likes the chat. I've been using it more to test, to be honest. I don't know that I've asked anything useful yet.
- Callie Brennan NoneThat's all right, that's what this stage is for. When you're ready to bring in the account managers, tell me, and I'll do a short walkthrough for them. Not before. I'd rather they met it working.
- Ffion Rees NoneProbably in a couple of weeks. After the operator clean-up.
- Callie Brennan NoneGood. So, next steps. You find out about the two duplicate records and tell me. I update the mapping and send you the finished setup note. Marcus confirms the support response times in writing. And once you've seen the mapping settle for a week, we book the usage data connector. Is that all clear?
- Ffion Rees NoneClear. Thank you, Callie. I feel a lot more confident than I did last week.
- Callie Brennan NoneThat's the aim. Speak soon, then. Thanks, Callie.
- Ffion Rees NoneBye, speak soon.
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