Kilcolgan Payments / BB-Demo – Onboarding
Callcompleted
Kilcolgan Payments · 2025-09-22 09:30
Onboarding call to plug in the helpdesk connector. Clodagh Fitzgerald is keen on one-place search but says her team are sceptical; Eoin Hegarty's CRM search demos have started to shift that.
What was said
What this says
Current to 13 Oct 26Onboarding call to plug in the helpdesk connector. Clodagh Fitzgerald is keen on one-place search but says her team are sceptical; Eoin Hegarty's CRM search demos have started to shift that.
What happened: Laura Penhaligon scheduled the helpdesk connector for 09:00 the next day, with the finance connector the week after. Eoin needs a further API key from the helpdesk admin.
Customer view: Clodagh wants to cut the time her team spends hopping between systems. She says the team are sceptical, but the CRM search demos have started to shift that.
Commercial: This is early adoption work under the new subscription. A training session is booked for early October and Daniel takes over the adoption check-ins.
Watch: Team scepticism is the main adoption risk until the helpdesk data is stitched in and people save time.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Eoin Hegarty to get the helpdesk API key and configure the connector at 09:00 the next day with Laura Penhaligon.
- Laura Penhaligon to connect the finance connector the week after.
- Clodagh Fitzgerald to make sure the team block time for the early October training session.
Risks
Current to 9 Oct 26- Client services team are sceptical and used to their existing workflows.
- The helpdesk connector depends on Eoin getting an API key from the helpdesk admin.
Opportunities
Current to 9 Oct 26- Once the helpdesk data is stitched in, one search can answer the whole client picture for client services.
Transcript
Laura Penhaligon NoneMorning. How's everyone doing?
Clodagh Fitzgerald NoneGood, yeah. Eoin's been demoing the CRM search to a couple of the team. They quite like it.- Laura Penhaligon NoneBrilliant. That's exactly what I want to hear. So today we're plugging in the helpdesk. Eoin, did you get a moment to look at the config sheet I sent?
Eoin Hegarty NoneI did. It looks similar to the CRM one. I'll need to get another API key from the helpdesk admin, but that shouldn't be a problem.- Laura Penhaligon NoneGood. It is quite similar. Once we've got that key, it's about five minutes of config and a test. How's the helpdesk data structured? How many tickets are we talking about?
- Eoin Hegarty NoneNot huge. Maybe two hundred open tickets at any point, maybe another thousand closed ones in the last twelve months.
- Laura Penhaligon NoneThat's fine. Small load. So the idea here is that once this is live, someone on your client services team can search for a client: say you've got a payment dispute: and see all the open tickets for them, any disputes flagged, payment history, all in one place.
- Clodagh Fitzgerald NoneThat's the bit I'm most keen on. The amount of time my team spends hopping between systems to answer a single question.
- Laura Penhaligon NoneThat's what the brain solves. Once we've got all four connectors live, one search answers the whole picture.
- Eoin Hegarty NoneI'll get that helpdesk key today. Can we do this tomorrow instead? I'm in back-to-back meetings the rest of today.
- Laura Penhaligon NoneTomorrow morning?
- Eoin Hegarty NoneYeah, morning's better.
- Laura Penhaligon NoneLet's do 09:00 tomorrow. I'll send you a reminder. Right, while we've got Clodagh here, how are the team feeling about using this? Any concerns?
- Clodagh Fitzgerald NoneHonestly, they're a bit sceptical. They're used to their workflows. But Eoin showing them the CRM search this week has started to shift that. I think once they see the helpdesk data stitched in, they'll get it.
- Laura Penhaligon NoneFair. The scepticism usually lasts until the first moment someone saves an hour. Then they're converts. We've got a training session scheduled for early October: full walkthrough, we'll take questions, and I'll show them some specific use cases for client services.
- Clodagh Fitzgerald NoneThat'd be helpful. I'll make sure the team block the time.
- Laura Penhaligon NonePerfect. So tomorrow 09:00, we'll plug in the helpdesk. Then the week after, we do the finance connector, and after that you're pretty much live.
- Eoin Hegarty NoneAnd then it's over to Daniel for the adoption piece?
- Laura Penhaligon NoneExactly. He'll be checking in weekly through the end of September, just seeing how you're getting on, fielding questions. And I'll still be around if anything technical comes up.
- Clodagh Fitzgerald NoneThat sounds good. Thanks, Laura.
- Laura Penhaligon NoneCheers, both. See you tomorrow, Eoin.