Saltia Hardware Distributors / BG-Demo – Onboarding
Callcompleted
Saltia Hardware Distributors · 2 Mar 2026 08:30
Laura Penhaligon chased Riley Tran: the CRM connector test failed on a permissions error and the end-of-last-week target was missed. Mid-March go-live still stated as achievable. Jacinta Hoad was not on the call.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon chased Riley Tran: the CRM connector test failed on a permissions error and the end-of-last-week target was missed. Mid-March go-live still stated as achievable. Jacinta Hoad was not on the call.
What happened: Riley created the CRM service account but the connection test returned an insufficient permissions error. He had no screenshot and promised to retest and send one that day.
Customer view: Riley apologised for the hiccup and said mid-March still works. He said the brain is not live yet, so Jacinta's ticket about data freshness was probably just a question.
Commercial: An invoice went out about a week before the call. Riley said it arrived and should be sorted by the end of the week, and the evidence does not show whether it was paid.
Watch: The connector target slipped and Jacinta, the more senior contact, was absent. A further slip would squeeze the training session planned two weeks before launch.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Riley retests the CRM connection and sends Laura the error screenshot that day.
- Laura reviews the error the next morning and fixes the permissions so the connectors can be tested.
Risks
As at Fri 9 Oct 2026- The CRM connector target was missed, which puts the mid-March go-live under pressure.
- The first invoice is still open and the evidence does not show payment, with Jacinta described as busy.
Opportunities
As at Fri 9 Oct 2026- Jacinta's freshness question is a chance to set expectations on the 07:00 nightly refresh before launch.
Transcript
Laura PenhaligonHi Riley. Thanks for picking up. I wanted to check in on where things stand with the connector setup.
Riley TranHi Laura. Yeah, I was expecting you might call. We've hit a bit of a snag with the CRM account. I got the service account created, but when I tried to test the connection, something didn't work.- Laura PenhaligonOK, let's walk through it. What exactly happened when you tested?
- Riley TranI tried to connect and got an error about permissions. It said something like 'insufficient permissions' but I'm not sure which permission was missing. I created the account with what I thought was full admin access.
- Laura PenhaligonRight, that's usually one of three things. Did you get an error code? If you can send me a screenshot, I can work out exactly what's happening.
- Riley TranI didn't grab a screenshot at the time, but I can test it again now and send it over to you.
- Laura PenhaligonThat'd be helpful. There's also another thing I wanted to touch on, we got a support ticket from your team yesterday. Jacinta asking about data freshness. Has something not been working?
- Riley TranOh, yeah. She's just been asking questions, I think. We haven't actually got the brain live yet, so there's not much to test.
- Laura PenhaligonRight, I understand. But just so you know, once we do go live, data refreshes every night by 07:00, so she'll always have yesterday's updates ready in the morning. That might be what she was curious about.
- Riley TranGot it. I'll let her know. But yeah, the main thing right now is just getting this connector working.
- Laura PenhaligonYeah, let's focus on that. Once you send me the error, I should be able to sort it pretty quickly. The target was end of last week, but we've still got time. Can you do it today?
- Riley TranI'll get onto it this afternoon. Worst case, I send it over end of day.
- Laura PenhaligonThat's fine. I'll look at it first thing in the morning and we can get it fixed. Once that's sorted, we're almost there. The training session is still on for two weeks before launch, so we should have plenty of time to get you live by mid-March.
- Riley TranYeah, that still works for us. Sorry about the hiccup.
- Laura PenhaligonNo worries, these things happen. I'll be here to help sort it. One other thing, I also noticed you had an invoice go out about a week ago. Did that make it to you OK?
- Riley TranYeah, it came through. Jacinta's been a bit busy, but it should be sorted by end of the week. Is that urgent?
- Laura PenhaligonNot urgent, just wanted to check in. Once it's cleared, we're all good. But let me know if there's any issue with it or if Jacinta needs any details.
- Riley TranWill do. I'll get that error screenshot to you today.
- Laura PenhaligonCheers Riley. Speak soon.