Teesside integration plan
Documentfinal Harcastle Environmental · onboarding_plan · final · 2026-05-05
Final onboarding plan, dated 5 May 2026, for adding Tolmere's routing and billing sources to Harcastle's Growth brain, with twenty extra users. No price is stated and the order form change is not yet confirmed.
What it says
What this says
Current to 14 Oct 26Final onboarding plan, dated 5 May 2026, for adding Tolmere's routing and billing sources to Harcastle's Growth brain, with twenty extra users. No price is stated and the order form change is not yet confirmed.
What it is: an onboarding plan prepared by Laura Penhaligon after Harcastle acquired Tolmere. It sets four phases: prepare, connect, match and open to users.
Commits: the nightly refresh must pick up the routing system "before 07:00 on business days". Claire Ackroyd signs off contacts, access and matching rules at the end of phase one, and a day ninety review follows.
Unusual: the plan says the extra users and two new connectors are commercial changes, "confirmed through an updated order form handled by Lewis Kerr", and that "no budget is committed by this plan itself".
Not settled: the price of the extra users and connectors, the order form date and any go-live date. The risk table notes that users above the licence must wait for the order form.
As found in this document
Current to 9 Oct 26- Date end10 Apr 2027Source: object_read:doc_152_017
- Nightly refreshcheck that the nightly refresh picks it up before 07:00 on business dayscheck that the nightly refresh picks it up before 07:00 on business days · Source: object_read:doc_152_017
- User allowanceThe user allowance grows by twenty users on top of the forty licensed todayThe user allowance grows by twenty users on top of the forty licensed today · Source: object_read:doc_152_017
- Order formLewis Kerr confirms the order form before access is openedLewis Kerr confirms the order form before access is opened · Source: object_read:doc_152_017
- Day ninety reviewClaire, Laura and Marcus look at questions asked, records indexed and users activeClaire, Laura and Marcus look at questions asked, records indexed and users active · Source: object_read:doc_152_017
The document
Body
Teesside integration plan
Customer: Harcastle Environmental Prepared by: Laura Penhaligon, Implementation Consultant, BB-Demo Customer lead: Claire Ackroyd, Integration Director Account owner: Lewis Kerr Customer success manager: Marcus Bell Date: Tuesday 5 May 2026 Status: Final, version one
Purpose
Harcastle Environmental has acquired Tolmere, and this plan sets out how Tolmere's operational data joins the company brain that Harcastle already runs on its Growth subscription. The aim is simple: account managers see a Tolmere customer in the same place, and in the same way, as any other Harcastle customer, with collections, missed-collection tickets, calls and invoices together.
The guiding question for the programme is the one Claire has put to the team: what is day one, and what is day ninety? Nobody should find out about a change from an invoice, so the plan puts customer-facing steps behind the data work.
Where we start
Read the whole document (5,287 characters)
| Item | Position |
|---|---|
| Tier | Growth |
| Contracted annual recurring revenue | £44k |
| Licensed users | 40 |
| Contract end | 10 Apr 2027 |
| Customer since | 11 Apr 2025 |
| Open tickets in the last month | none |
| Overdue invoices | none |
The account is healthy and quiet. The existing brain is stable, which gives us a clean base to build on.
Scope
The plan covers three pieces of work and one commercial change.
- Tolmere's routing system is added as a new source in the brain, so route and collection data sits beside Harcastle's own.
- Tolmere's billing ledger is added as a second new source, so invoices can be read against the same customers.
- Tolmere's customers are matched to Harcastle's existing customer records, so that one customer is one record.
- The user allowance grows by twenty users on top of the forty licensed today, so Tolmere's account managers can work in the brain from the start.
The extra users and the two new connectors are commercial changes to the Growth subscription. They are confirmed through an updated order form handled by Lewis Kerr, and no budget is committed by this plan itself.
Phases
Phase one: prepare
- Agree the list of Tolmere systems and the person at Tolmere who owns each one.
- Confirm read access for the routing system and the billing ledger.
- Agree matching rules for customers: same company name and the same trading address count as the same customer, and anything uncertain goes to a review list rather than being merged.
Owner: Laura Penhaligon, with Claire Ackroyd naming the Tolmere contacts.
Phase two: connect
- Bring in the routing system and check that the nightly refresh picks it up before 07:00 on business days.
- Bring in the billing ledger and reconcile a sample of invoices against the source.
- Confirm both sources show growing record counts, not flat ones, after the first few refreshes.
Owner: Laura Penhaligon.
Phase three: match
- Run the customer matching and publish the review list for Harcastle's account management team.
- Resolve duplicates and near matches with Claire's team, keeping a record of every decision.
- Report the count of matched, unmatched and disputed customers to Claire before anything is changed in a customer-facing system.
Owner: Laura Penhaligon with Claire Ackroyd's team.
Phase four: open to users
- Add the twenty extra users and give the Tolmere account managers a short walkthrough on pages, chat and search.
- Check that questions asked in the brain come from Tolmere users as well as the existing team.
- Marcus Bell reviews adoption with Claire at the next quarterly review.
Owner: Marcus Bell.
Customer communication
Whose customers are these now? They are Harcastle's, and they should hear about any change in billing or contact details from their account manager before they see it on paper. Claire's team owns that messaging. BB-Demo's part is to make sure the matched records are right, so that no customer is written to twice or missed.
Risks
| Risk | What we do |
|---|---|
| Tolmere's data uses different customer names from Harcastle's | Matching rules agreed in phase one, with a human review list |
| A source stops loading after a system change on the Tolmere side | Tolmere's system owner tells us before any change, and we watch record counts after each refresh |
| Users above the licence appear before the order form is updated | Lewis Kerr confirms the order form before access is opened |
| Key knowledge sits with one person at Tolmere | Name a second contact for each system in phase one |
Checkpoints
- End of phase one: contacts, access and matching rules signed off by Claire.
- End of phase three: matched customer report accepted by Claire.
- Day ninety review: Claire, Laura and Marcus look at questions asked, records indexed and users active, and decide what is next.
Contacts
| Name | Role | Responsible for |
|---|---|---|
| Claire Ackroyd | Integration Director, Harcastle Environmental | Priorities, Tolmere contacts, customer messaging |
| Laura Penhaligon | Implementation Consultant, BB-Demo | Connectors, matching, go-live |
| Marcus Bell | Customer success manager, BB-Demo | Adoption and reviews |
| Lewis Kerr | Account owner, BB-Demo | Order form changes |
Unusual terms
Current to 9 Oct 26- Two new connectors and twenty extra users pending order form
- No budget committed by the plan