Harcastle Environmental - Onboarding Plan
Documentfinal Harcastle Environmental · onboarding_plan · final · 2025-04-14
BB-Demo's final version one onboarding plan, dated 14 Apr 2025, for the Growth subscription that started on 11 Apr 2025. It sets five phases and owners. It states £40k contracted annual recurring revenue and 40 licensed users, and no service levels.
What it says
What this says
Current to 13 Oct 26BB-Demo's final version one onboarding plan, dated 14 Apr 2025, for the Growth subscription that started on 11 Apr 2025. It sets five phases and owners. It states £40k contracted annual recurring revenue and 40 licensed users, and no service levels.
What it is: an implementation plan prepared by Laura Penhaligon, Implementation Consultant, for Harcastle Environmental. It covers kick-off, connecting sources, checking data, training and handover to customer success, with Marcus Bell owning handover.
Commits: the contract summary lists "Current term ends" as 10 Apr 2026 and "Licensed users" as 40. It states the plan defers to the order form: "the order form wins and we will correct the plan."
Unusual: nothing off standard terms. The plan names single-administrator cover as a risk and recommends naming a second.
Not settled: it gives no availability, P1 response, refresh deadline, connector delivery dates or invoice terms. It does not name the customer's sponsor, lead, administrator or IT contact, and the term end of 10 Apr 2026 is before the as-of date, so renewal status is not shown here.
As found in this document
Current to 9 Oct 26- Date end10 Apr 2026Source: object_read:doc_152_008
- Date start11 Apr 2025Source: object_read:doc_152_008
- Licensed users40Source: object_read:doc_152_008
- Current term ends10 Apr 2026Source: object_read:doc_152_008
- Contracted annual recurring revenue£39,600Source: object_read:doc_152_008
- Delivery modelFixed-fee implementation, then annual subscriptionFixed-fee implementation, then annual subscription · Source: object_read:doc_152_008
The document
Body
Harcastle Environmental - Onboarding Plan
Status: Final, version one Prepared by: Laura Penhaligon, Implementation Consultant, BB-Demo Date: 14 Apr 2025 Customer: Harcastle Environmental, Wakefield Account owner: Lewis Kerr Customer Success Manager: Marcus Bell
Purpose
This plan sets out how BB-Demo will bring Harcastle Environmental live on the company brain, inside your own Snowflake account, following the start of your Growth subscription on 11 Apr 2025. It names the phases, who owns each one, and what "done" looks like, so that your account managers can see each business customer's collections, missed-collection tickets, calls and invoices together in one place.
Contract summary
| Item | Detail |
|---|---|
| Tier | Growth |
| Customer since | 11 Apr 2025 |
| Contracted annual recurring revenue | £40k |
| Licensed users | 40 |
| Current term ends | 10 Apr 2026 |
| Delivery model | Fixed-fee implementation, then annual subscription |
The executed order form remains the reference for price, connectors and service levels. If anything in this plan appears to differ from it, the order form wins and we will correct the plan.
Read the whole document (6,866 characters)
What success looks like
Your business is a commercial waste collection and recycling operation serving a large number of business customers across Yorkshire and the North East. Account managers currently move between several systems to answer a simple question: how is this customer doing? Success for this onboarding means:
- An account manager can ask the brain about any customer and get an answer drawn from collections, tickets, calls and invoices together.
- The nightly refresh is landing reliably, so the answers are current at the start of each working day.
- Your licensed users have been invited, trained and are asking questions as part of their normal working week.
- At least one named administrator on your side can manage users and sources without us.
Phases and owners
Phase one: Kick-off and access
Owner: Laura Penhaligon, with Lewis Kerr for the commercial handover
- Confirm the project team on both sides and agree a regular check-in slot.
- Agree who at Harcastle Environmental is the sponsor, the day-to-day lead and the administrator.
- Confirm the Snowflake account arrangements and the access BB-Demo needs to deploy the brain.
- Walk through the order form so that everyone knows what has been bought.
Done when: the team list is agreed, access is in place and the first check-in has been held.
Phase two: Connect the sources
Owner: Laura Penhaligon, with a colleague in your IT team
- Connect the systems that matter most to account managers first: your CRM, the helpdesk for missed-collection tickets, the call recorder and the accounting system for invoices.
- Confirm each connector is within the Growth connector allowance and in the order form.
- Run the first full load and check record counts with your team.
- Agree how customer records will be matched across systems, so that one business customer is one record in the brain.
Done when: each agreed source is loading, record counts have been reviewed with your team, and matching rules are signed off.
Phase three: Check the data
Owner: Laura Penhaligon, with your operations lead
- Take a small set of well-known customers and compare what the brain says with what your team knows to be true.
- Log any gaps, such as missing tickets, mismatched account names or invoices attached to the wrong record, and fix them at source or in the matching rules.
- Confirm the nightly refresh is complete before the start of the business day.
Done when: your team agrees the sample customers look right and the refresh is stable.
Phase four: Train and launch
Owner: Laura Penhaligon, with Marcus Bell
- Invite your licensed users to the brain in groups, starting with a pilot group of account managers.
- Run hands-on sessions using your own customers and your own questions, not generic examples.
- Share a short guide to asking good questions, and to the pages, chat and search features.
- Introduce the dashboards builder to the administrator and one or two confident users.
Done when: the pilot group is using the brain unprompted and the remaining users have been invited.
Phase five: Handover to customer success
Owner: Marcus Bell
- Hand the account from implementation to customer success, with a short written summary of what was built and what is still open.
- Agree the rhythm of quarterly business reviews, which come with the Growth tier.
- Agree early measures of value, such as questions asked and which teams are asking them, so that the first review has something concrete to look at.
Done when: the handover note is accepted and the first review is in the diary.
Roles
| Role | Person or function | Responsibility |
|---|---|---|
| Implementation Consultant | Laura Penhaligon, BB-Demo | Delivery of phases one to four |
| Account owner | Lewis Kerr, BB-Demo | Commercial terms and the order form |
| Customer Success Manager | Marcus Bell, BB-Demo | Adoption, reviews and renewal |
| Sponsor | Senior leader at Harcastle Environmental | Priorities and decisions |
| Administrator | Named by Harcastle Environmental | Users and sources after handover |
| IT contact | Colleague in your IT team | Access and system changes |
Dependencies and risks
- Access: delays in granting access to your systems are the most common cause of slippage. Please nominate an IT contact early.
- System changes: if you plan to change or upgrade a connected system during onboarding, tell us first so we can avoid a source that stops loading.
- Data quality: customer names and identifiers that differ between systems will need a decision from your side on which is authoritative.
- Adoption: a brain with no regular users goes quiet quickly. We would rather launch to a small, committed group than invite everyone and see little use.
- Administrator cover: having only one administrator is a risk if that person is away or leaves. We recommend naming a second.
Communication
- A regular check-in between Laura Penhaligon and your day-to-day lead throughout onboarding.
- A short written update after each phase, covering what was done, what is open and what we need from you.
- Issues that block progress go straight to Marcus Bell and Lewis Kerr, so they can be resolved at account level.
Next steps
- Harcastle Environmental to confirm sponsor, day-to-day lead, administrator and IT contact.
- BB-Demo to confirm the first check-in and send the access checklist.
- Both sides to review this plan at the first check-in and flag anything that does not match how your team works.
This plan reflects the position on 14 Apr 2025 and will be reviewed at handover to customer success.