Brackwell Freight Ltd - Onboarding Plan
Documentfinal Brackwell Freight Ltd: documents · onboarding_plan · final · 2023-12-04
Final version one of the onboarding plan issued 4 Dec 2023 for a Starter tier start on 1 Dec 2023, with a four-week implementation window. It is a delivery plan, not a contract, and states no price, availability or P1 response figures.
What it says
What this says
Current to 11 Oct 26Final version one of the onboarding plan issued 4 Dec 2023 for a Starter tier start on 1 Dec 2023, with a four-week implementation window. It is a delivery plan, not a contract, and states no price, availability or P1 response figures.
What it is: an onboarding plan prepared by Callie Brennan, setting phases, owners and milestones for the first four weeks. It says the first term "runs to 30 Nov 2024".
Commits: BB-Demo to a nightly refresh that "should complete by 07:00 local time on business days", three connectors loading by the end of week two, and handover to Marcus Bell by the end of week four. The customer is asked for written access before kickoff.
Unusual: nothing off the standard Starter terms. The fourth connector is held in reserve until the first three load cleanly.
Not settled: price, fees, availability, support response times and service credits are not stated. The plan is dated 2023 and says nothing about what happened afterwards, so it should not be read as current.
As found in this document
Current to 9 Oct 26- Date end30 Nov 2024Source: object_read:doc_002_007
- Date start1 Dec 2023Source: object_read:doc_002_007
- Nightly refreshshould complete by 07:00 local time on business daysshould complete by 07:00 local time on business days · Source: object_read:doc_002_007
- First three connectors loadingEnd of week twoSource: object_read:doc_002_007
- First clean refresh reviewedEnd of week threeSource: object_read:doc_002_007
- First users invited and handover completeEnd of week fourSource: object_read:doc_002_007
- Implementation windowFour weeks from kickoffSource: object_read:doc_002_007
- Licensed users15Source: object_read:doc_002_007
The document
Body
Brackwell Freight Ltd - Onboarding Plan
Status: Final, version one Issued: 4 Dec 2023 Prepared by: Callie Brennan, Implementation Consultant, BB-Demo Account owner: Tom Ashdown, Account Executive, BB-Demo Customer success manager: Marcus Bell, BB-Demo
Purpose of this plan
Brackwell Freight Ltd joined BB-Demo on 1 Dec 2023 on the Starter tier. The first term runs to 30 Nov 2024. This plan sets out how we get the brain running inside your Snowflake account, who does what, and what "done" looks like at the end of onboarding.
Brackwell runs road freight and contract warehousing for retailers from Trafford Park and five other depots. You bought the brain so that revenue operations and the depot account managers can see accounts, delivery-exception tickets and calls together, and spot at-risk retail contracts early. Everything below is built around that.
What is in scope
| Item | Detail |
|---|---|
| Tier | Starter, one team |
| Licensed users | 15 |
| Connectors | Up to the Starter limit of four |
| Features | Pages, chat and search |
| Check-ins | Six-monthly |
| Implementation window | Four weeks from kickoff |
Read the whole document (4,865 characters)
The connectors we expect to configure are your CRM, the helpdesk where delivery-exception tickets are logged, and the call recorder. The fourth is held in reserve until the first three are loading cleanly.
Phases and owners
Phase one: access and kickoff
- Confirm the Snowflake account and the role the brain will run under. Owner: Brackwell IT contact, supported by Callie.
- Written access for each source system, before we touch any connector. Owner: Brackwell system administrators.
- Kickoff call to agree the plan, the first users and the questions you most want answered. Owner: Callie, with the Managing Director's delegate attending.
What I need from your side is the written access in place before the kickoff, not after it. I will not start a connector without it.
Phase two: connect and map
- Connect the CRM and map accounts, owners and contract fields. Owner: Callie.
- Connect the helpdesk and map ticket categories so delivery exceptions can be grouped by account. Owner: Callie, checked by the Brackwell operations lead.
- Connect the call recorder and match calls to accounts. Owner: Callie.
- Review each mapping with a Brackwell reviewer before we move on.
Phase three: first refresh
Before we switch on the refresh, we agree a short checklist: record counts look right, account names join across the three sources, and no source is silently empty.
- Run the first full refresh and review the results together. Owner: Callie.
- Fix anything that does not map cleanly and re-run. Owner: Callie.
- Agree the nightly refresh, which should complete by 07:00 local time on business days. Owner: Callie and the Brackwell IT contact.
Phase four: users and handover
- Invite the first group of users, drawn from revenue operations and the depot account managers. Owner: Brackwell operations lead.
- Short working session on asking good questions of the brain, using your own accounts and tickets. Owner: Callie.
- Handover to Marcus Bell, with a written setup note covering connectors, mappings and credentials. Owner: Callie.
- Leave at least one Brackwell administrator able to run the setup alone. Owner: Callie.
Milestones
| Milestone | Target |
|---|---|
| Plan issued | 4 Dec 2023 |
| Written access received | Before kickoff |
| First three connectors loading | End of week two |
| First clean refresh reviewed | End of week three |
| First users invited and handover complete | End of week four |
What "done" looks like
- Three connectors loading on the nightly refresh, with record counts that grow rather than stay flat.
- Fifteen licensed users able to log in, with the first group asking questions of their own.
- A named Brackwell administrator who has seen every step of the setup.
- A setup note in the shared drive, signed off by Callie and acknowledged by Marcus Bell.
Risks and how we handle them
- Access arrives late. Connectors wait. We agree a fallback date at kickoff so the four-week window is protected.
- Ticket categories differ between depots. We map them to a common set and review it with the operations lead before the first refresh.
- One person holds all the knowledge. We train at least two Brackwell people on the setup so that nothing depends on a single contact.
- Low early usage. We start with a small, motivated group and expand once they are getting answers.
After onboarding
Marcus Bell takes over adoption and the six-monthly check-ins. Tom Ashdown remains your contact for commercial questions. Renewal conversations begin well before the end of the first term on 30 Nov 2024, and the notice will come from Marcus.
Thanks, Callie