Pellegrin Hart Benefits - Onboarding Plan

The executed order form is the authority for price and terms. Where this plan and the order form differ, the order form wins.

Scope

The implementation covers the Growth standard scope:

• Connecting the customer's CRM, helpdesk and call recorder to the brain, within the Growth connector allowance.
• Configuring pages, chat and search so that client-service teams can find an employer client's full history.
• Setting up the dashboards builder, which is included in Growth, and building a first set of dashboards with the customer.
• Training for the licensed users and for the customer's administrators.
• Handover to customer success, including the quarterly business review rhythm that comes with Growth.

Anything beyond the Growth allowances, such as extra users, extra connectors or data residency options, is outside this plan and would be quoted separately by the account owner.

Phases and owners

Phase one: kick-off and access

• Confirm the project sponsor and the day-to-day contact on the customer side.
• Agree which systems connect first, starting with the one the client-service teams use most.
• Customer IT grants BG-Demo the access it needs inside the Snowflake account.
• Owner: Laura Penhaligon, with the customer's sponsor.
• Milestone: access confirmed and connector order agreed.

Phase two: connect and load

• Build the connectors in the agreed order and run the first full load.
• Check that records indexed look right against the source systems with a customer administrator.
• Confirm the nightly refresh completes before the working day starts.
• Owner: Laura Penhaligon.
• Milestone: all promised connectors live and the first refresh verified.

Phase three: configure and build

• Set up pages and search around how client-service teams actually work with employer clients.
• Build the first dashboards together with the customer's team leads.
• Agree who administers the brain after go-live and make sure there is more than one administrator, so that the knowledge does not sit with one person.
• Owner: Laura Penhaligon, with the customer's administrators.
• Milestone: first dashboards signed off by the customer.

Phase four: train and launch

• Run training sessions for the licensed users, grouped by team.
• Hold a short session for administrators on connectors, users and refresh checks.
• Go live to all licensed users.
• Owner: Laura Penhaligon.
• Milestone: users invited and asking real questions of the brain.

Phase five: handover

• Hand the account to Hollie Grieve, who owns adoption, the quarterly reviews and the renewal conversation.
• Review early usage together: who is asking questions, which connectors are loading, and where help is needed.
• Owner: Laura Penhaligon and Hollie Grieve.
• Milestone: handover note accepted and the first quarterly review booked.

What we need from Pellegrin Hart Benefits

• A named sponsor who can make decisions about priorities and users.
• A technical contact for the Snowflake account and for each connected system.
• Prompt answers when a connector needs a credential or a permission change.
• Time from team leads to shape the first dashboards.

Risks to watch

• Access delays. Connectors cannot load until permissions are granted, so this is the first thing to settle.
• Single point of knowledge. Early activity is concentrated in very few people. Broadening the user base and the administrators during phases three and four is a deliberate aim.
• Source changes. If the customer changes a connected system during onboarding, tell us early so the connector can be adjusted before it stops loading.

Success measures

By the end of onboarding we expect to see all promised connectors loading, records indexed rising steadily, a growing number of users asking questions each week, and dashboards in regular use by team leads.

Contacts

• Implementation: Laura Penhaligon
• Commercial terms: Jordan Pike
• Adoption and renewal: Hollie Grieve