Fulford Ings Software / BB-Demo – Kickoff
Callcompleted
Fulford Ings Software · 2025-10-24 10:30
Laura Penhaligon and Esther Quaye kicked off the four-week Starter implementation on 24 Oct 2025 with Eleanor Pickering and Harry Kitching. Four connectors were confirmed and the only open action sits with the customer.
What was said
What this says
Current to 13 Oct 26Laura Penhaligon and Esther Quaye kicked off the four-week Starter implementation on 24 Oct 2025 with Eleanor Pickering and Harry Kitching. Four connectors were confirmed and the only open action sits with the customer.
What happened: Laura set out the plan: connector setup in week one, testing in weeks two and three, training in week four. The four connectors are CRM, ticketing, email and the knowledge base.
Customer view: Eleanor was clear and ready to go, and said the only action from her side was getting the API tokens and confirming the connectors. She may bring in a couple more colleagues once she sees what the brain can do.
Commercial: Esther noted 15 users are included, so there is headroom if Eleanor widens access.
Watch: Harry is the only admin named, so access depends on one person. Laura also said the brain would be live by the end of October, which sits oddly with a four-week plan starting the following week.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send the connector setup form and documents on the day of the call.
- Harry Kitching to return API tokens and confirm the four connectors.
- Esther Quaye to send Harry documentation on the nightly refresh and when it completes.
Risks
Current to 9 Oct 26- Harry is the only admin named, so connector access depends on one person.
- The go-live date of end of October conflicts with a four-week plan that starts after the call.
Opportunities
Current to 9 Oct 26- Eleanor may add a couple more users once she sees results, using the 15 included.
- A wider team could later need Growth tier dashboards or extra connectors.
Transcript
Laura Penhaligon NoneHi everyone, welcome. I'm Laura, the implementation consultant, and Esther's our customer success manager. Today we're planning out your four-week implementation.
Eleanor Pickering NoneGreat. We're ready to go. Harry's here to help on the technical side.
Harry Kitching NoneYeah, I'm the admin. Anything you need access to, I can sort.- Laura Penhaligon NonePerfect, Harry. So I'll be sending you some connector setup docs. We'll need API keys or credentials for the systems you want to connect. In the proposal you mentioned four connectors?
- Harry Kitching NoneCRM, definitely. The ticketing system. Email. And maybe the knowledge base?
- Eleanor Pickering NoneYeah, the knowledge base would be useful, we could search help articles when we're looking at tickets.
- Laura Penhaligon NoneExcellent. So CRM, tickets, email, knowledge base. I'll get you set up docs for each. This usually takes about a week to wire up, and then we test and validate.
- Harry Kitching NoneWhat kind of access do you need? My actual passwords?
- Laura Penhaligon NoneNo, we use API tokens. You never share passwords. We handle the refresh on our side, and you get audit trails showing what we're pulling.
- Harry Kitching NoneOK, that works.
Esther Quaye NoneJust so we're aligned, the brain refreshes every night, so your team always has current data. Harry, I'll send you some documentation on what the refresh looks like and when it completes.- Eleanor Pickering NoneAnd once the data's live, what's the next step?
- Laura Penhaligon NoneWe'll do a training session with you both, probably early November. I'll walk through search, pages, chat, how to ask the brain questions. That's a couple of hours.
- Eleanor Pickering NoneIs that included in the implementation?
- Laura Penhaligon NoneYes, completely included. After that, you've got quarterly check-ins with Esther, so you're never stuck.
- Esther Quaye NoneI've logged your contact details. Eleanor, you're the champion. Harry is the admin on the technical side. Just so we're aligned, are there any other colleagues who should have early access?
- Eleanor Pickering NoneNot yet. Once we see what we can do, we might bring in a couple more.
- Esther Quaye NoneWe can always add users. You've got fifteen included, so there's headroom.
- Laura Penhaligon NoneSo let me recap. Week one, Harry sends me the API credentials and we wire up connectors. Week two and three, we test and validate the data. Week four, we do training with you both. By end of October you're live.
- Eleanor Pickering NoneThat's clear. You'll be sending the setup docs today?
- Laura Penhaligon NoneYes, I'll send those today. There's a form Harry can fill to give me the connector details.
- Harry Kitching NoneAny other information you need from us?
- Laura Penhaligon NoneJust make sure the systems we're connecting are running and you've got the API tokens handy. If you hit auth issues, let me know and we'll troubleshoot.
- Esther Quaye NoneI'll be in the background here. Harry, if you have questions while Laura's getting you set up, ping me and I'll help translate. Eleanor, I'll drop you an invite to our Slack channel.
- Eleanor Pickering NonePerfect. So really the only action from us is getting those API tokens and confirming the four connectors.
- Laura Penhaligon NoneThat's it. Once I hear from you, we'll be flying. OK to kick off early next week?
- Eleanor Pickering NoneYes, do it.
- Laura Penhaligon NoneBrilliant. I'll send the form today, and speak soon.
- Esther Quaye NoneMany thanks, both of you. Really looking forward to getting you live. Speak soon.