Penmaen Software / BG-Demo – Onboarding
Callcompleted
Penmaen Software · 17 Sep 2024 13:00
Onboarding call with Penmaen Software's customer success team on Growth. Cerys wants one view of tickets, renewals and usage per operator. Access and a mapping sheet are due by Friday; the usage view depends on engineering.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Penmaen Software's customer success team on Growth. Cerys wants one view of tickets, renewals and usage per operator. Access and a mapping sheet are due by Friday; the usage view depends on engineering.
What happened: Callie Brennan walked Cerys Llewellyn and Ffion Rees through the order form, the three connectors (helpdesk, CRM, usage export) and who owns what. Ffion is the admin and will send read-only access and a mapping sheet.
Customer view: Cerys wants her team to open one place and see tickets, renewal dates and product use per operator. She said the current state is three spreadsheets and a lot of goodwill, and she was pleased with the honest day-one expectations.
Commercial: Growth with forty licensed users, starting small with the customer success managers. Widening later is the natural expansion path.
Watch: The usage data sits in a database owned by engineering, so that connector may slip. The operator identifiers differ between systems, so the join needs care.
Themes
As at Fri 9 Oct 2026Theme
Onboarding access and mapping
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ffion Rees sends helpdesk and CRM read-only access and the mapping sheet by Friday.
- Ffion asks engineering about the usage view the next day and Cerys chases if it slips.
- Callie Brennan connects the first two sources the following week and sends the setup note.
Risks
As at Fri 9 Oct 2026- The usage connector depends on an engineering colleague at the customer and may delay the first full refresh.
- Operator names and booking references differ across systems, so a wrong join could undermine trust in answers.
Opportunities
As at Fri 9 Oct 2026- Forty Growth licences with only a small starting group leaves headroom to widen to other teams once it proves useful.
Transcript
Callie BrennanHello, can you both hear me alright? I can see Cerys, I think Ffion is still joining.
Cerys LlewellynLoud and clear, Callie. Good afternoon. Ffion's just coming in now, I can see her little circle spinning.
Ffion ReesHi, afternoon, sorry. Headphones fighting with the laptop again. Can you hear me?- Callie BrennanPerfectly. Right, lovely, we're all here. So, the plan for the next forty minutes or so. First I'll run through what's already in place from the order form, then what I need from your side is access for each source, in writing, and then we'll agree who owns what on your side. Last, I'd like us to agree the date for the first refresh. Does that sound sensible?
- Cerys LlewellynThat sounds right. My team asked me this week, quite pointedly, when they'd actually be able to ask it a question, so a date would go down very well.
- Callie BrennanHa, understood. Then let's get you a date. So you're on Growth, forty licensed users, and the contract runs from the end of July. Nothing has been switched on yet, which is normal at this point. Ffion, you're down as the admin, is that still right?
- Ffion ReesYes, that's me. I look after the tooling for customer success, so the helpdesk exports, the renewal tracker, anything that needs joining up. I'm the one who normally ends up doing it by hand.
- Callie BrennanWhich is exactly the thing we're trying to take off you. Cerys, can I check the use case so I map it properly? From the profile I have, it's reading tickets, renewals and usage per leisure operator.
- Cerys LlewellynYes, that's the core of it. Our customers are the leisure operators, the gyms and the leisure centres. I want my team to open one place and see, for each operator, how many tickets they've raised, when the renewal is, and whether they're actually using the booking side. Which customers are at the edge, basically. Today that's three spreadsheets and a lot of goodwill.
- Callie BrennanThat maps cleanly, I think. The key is the operator identifier. If the helpdesk, the CRM and the usage export all carry the same operator name or ID, we can join them. If they don't, that's where we'll spend the time. Ffion, do they match?
- Ffion ReesMostly. Mm. The CRM and the helpdesk use the same account name, give or take. A few have a trading name in one and the company name in the other. The usage data is keyed on a booking account reference, so that's different again.
- Callie BrennanOkay, that's very normal. What I'd suggest is you send me a mapping sheet, just operator name in each system and the reference, and I'll check it before we switch on the refresh. I won't guess at those, because a wrong join is worse than a missing one.
- Ffion ReesI can do that. I've half got one already from the renewal tracker. Would it be a problem if some rows are blank?
- Callie BrennanNot at all, blanks I can see. It's the confident wrong ones that hurt. Send it as it is and we'll go through the gaps together.
- Cerys LlewellynCan I ask something slightly out of order? How much will it show us on day one? I don't want to promise my team the world and then have an empty screen.
- Callie BrennanFair question. The first refresh pulls what's there, so you'll see history as well as the latest, and the brain will answer from that. It then updates overnight, so by the start of the working day it should be current. What you won't have on day one is the tidy views, the dashboards, those you'll build once you've seen your own data. That's what the training session is for.
- Cerys LlewellynGood. That's honest, and I prefer honest. Right, I've seen this work elsewhere, so I'm comfortable. Let's start with the team who'll use it, and that's the customer success managers.
- Callie BrennanThen I'll share my screen and show you the access checklist, so we're looking at the same thing.
- Callie BrennanCan you see that? It's the connector list. Three lines are about your side. One, the helpdesk, which I need read access to tickets and the operator field. Two, the CRM, for accounts, renewals and owners. Three, the usage export from your own product, which is the one that may need someone from engineering.
- Ffion ReesThe helpdesk and the CRM I can sort myself. I'm an admin on both. The usage data is in a reporting database owned by a colleague in the engineering team, so I'd have to ask them.
- Callie BrennanRight, that's helpful to know now rather than the day before. What I need from you is a read-only account for each, with the credentials sent through the secure route I'll email you, not in a chat. Then I can't start until I have that written, so no access, no connector. It sounds strict, but it saves us both arguments later.
- Cerys LlewellynNo, that's what I'd want. We ask our own customers for exactly the same.
- Ffion ReesSo the read-only account on the usage database. Should I ask my colleague for a view or the whole schema?
- Callie BrennanA view is better. Only the tables that tell us usage per operator, and ideally with a last updated column, so we can see whether it's fresh. If the engineer isn't sure which, put me in touch and I'll talk them through it.
- Ffion ReesOkay. I'll write that down. View, last updated column, read only.
- Callie BrennanPerfect. Now, the part people forget. Who looks after it once I've gone? My aim is that you can run this on your own, Ffion. So I'll write a setup note covering each source, how it's mapped and what to check if a refresh looks odd.
- Cerys LlewellynThat would be brilliant, because Ffion is the person everyone shouts at. And I'm not saying that to be unkind, Ffion.
- Ffion ReesNo, no, it's true. A note would help a lot.
- Callie BrennanGood. Now users. Forty licences is plenty for you, but I'd only invite the customer success managers and the two of you to begin with. It's easier to widen it than to pull it back.
- Cerys LlewellynAgreed. Small group first. If they like it, the others will want it without me having to push.
- Callie BrennanExactly. So, dates. If I have the helpdesk and CRM access by the end of this week, I can connect those early next week. The usage view depends on your engineering colleague, so I'd keep that as a second step rather than hold everything up. Is that acceptable?
- Ffion ReesYes. I'll aim for the helpdesk and CRM by Friday. The usage one, I'll ask tomorrow and tell you what they say.
- Cerys LlewellynAnd if it drags, tell me and I'll have a word. I'd rather chase it than have you waiting.
- Callie BrennanLovely. Anything else worrying you before I recap? Security, anything your finance team might ask?
- Cerys LlewellynJust that it runs inside our own Snowflake, which is what I told them. Is that right?
- Callie BrennanThat's right. It's built and run inside your own Snowflake account, so the data doesn't leave your environment. I'll include that in the note as well, in case anyone asks.
- Cerys LlewellynPerfect, that was my one worry.
- Callie BrennanSo to recap. Ffion sends the helpdesk and CRM read-only access and the mapping sheet by Friday. Ffion asks engineering about the usage view tomorrow. I connect the first two early next week, check the mapping with you, and then we switch on the first refresh. I'll send the setup note and the secure link today. Cerys, you'll chase engineering if it slips.
- Cerys LlewellynThat's it. Diolch, Callie, this has been really useful.
- Ffion ReesThanks, Callie. Speak soon.
- Callie BrennanThanks, both. Speak soon, bye.
Callsmade from