Penmaen Software - Onboarding Plan
Documentfinal Penmaen Software · onboarding plan · final · 29 Jul 2024
BG-Demo's onboarding plan for Penmaen Software, final version 1 dated 29 Jul 2024, for the Growth tier. It sets six phases over about four weeks and states contracted recurring revenue of £40k and 40 licensed users. It is a plan, not a contract.
What it says
What this says
As at Fri 9 Oct 2026BG-Demo's onboarding plan for Penmaen Software, final version 1 dated 29 Jul 2024, for the Growth tier. It sets six phases over about four weeks and states contracted recurring revenue of £40k and 40 licensed users. It is a plan, not a contract.
What it is: an implementation plan written by Callie Brennan for the customer after Penmaen Software joined on 25 Jul 2024. It sets out six phases from access to hand over, with owners and weekly targets.
Commits: the plan names owners per phase and asks the customer for written access before kickoff, one named admin and a list of operators. The text says "Current term ends" 24 Jul 2025 and 40 licensed users.
Unusual: the figure of £40k is labelled contracted annual recurring revenue in this plan, which sits below the v1 Growth list of £44k in the company brief. The plan does not explain the gap, so a discount is possible but not stated.
Not settled: the plan does not state the connector count, service levels, credits or payment terms. It is not an order form, so the executed order form decides price and terms. The term end of 24 Jul 2025 is long past, and the plan says nothing about renewal.
As found in this document
As at Fri 9 Oct 2026- Date end24 Jul 2025Source: the AI read of this record
- Date start25 Jul 2024Source: the AI read of this record
- Price£39,600Source: the AI read of this record
- Licensed users40Source: the AI read of this record
- Current term ends24 Jul 2025Source: the AI read of this record
- First refreshEnd of week threeSource: the AI read of this record
- Hand overEnd of week fourSource: the AI read of this record
- Customer accessWritten access for each source system before the kickoff, not after it.Source: the AI read of this record
The document
Body
Penmaen Software - Onboarding Plan
Status: Final, version 1 Date: 29 Jul 2024 Prepared by: Callie Brennan, Implementation Consultant, BG-Demo Account owner: Tom Ashdown Customer success manager: Marcus Bell
1. Purpose
Penmaen Software, the Cardiff vendor of booking and membership software for gyms and leisure centres, joined BG-Demo on 25 Jul 2024 on the Growth tier. The aim of onboarding is to give the customer success team one place to read tickets, renewals and product usage for each leisure operator they look after, without reconciling systems by hand.
This plan sets out the phases, owners and what each side needs to provide before we switch on the refresh.
2. Contract summary
| Item | Detail |
|---|---|
| Tier | Growth |
| Annual recurring revenue (contracted) | £40k |
| Licensed users | 40 |
| Customer since | 25 Jul 2024 |
| Current term ends | 24 Jul 2025 |
| Where the brain runs | Inside Penmaen Software's own Snowflake account |
3. Phases
Read the whole document (3,360 characters)
| Phase | What happens | Owner | Target |
|---|---|---|---|
| 1. Access | Written access for each source system, Snowflake roles agreed, named admin confirmed | Penmaen Software IT lead, with Callie | Before any connector is started |
| 2. Connect | Helpdesk, CRM and accounting system connected one at a time; first load checked after each | Callie | Weeks one and two |
| 3. Map | Operator, account and renewal fields mapped so each leisure operator reads as a single record | Callie, with the customer success lead | Weeks two and three |
| 4. First refresh | Nightly refresh switched on and checked against source counts | Callie | End of week three |
| 5. Enable | Admin walk-through, first pages and saved searches built around operator reviews | Callie and Marcus | Week four |
| 6. Hand over | Setup note issued and admin able to run the brain alone | Callie, then Marcus | End of week four |
4. What I need from your side is
- Written access for each source system before the kickoff, not after it.
- One named admin, with a second person as cover if you can.
- A short list of the leisure operators you want to see first, so we map those cleanly.
- Confirmation of who in customer success will be the first group of users, up to the licensed number.
5. Connectors
The Growth tier includes a fixed connector allowance. We will use it for the sources that answer the main question: tickets, renewals and usage per operator. Anything beyond that allowance can be discussed with Tom as an add-on.
6. Risks and open points
- One high priority ticket is already open with the helpdesk. It relates to access for the first connector and is being worked with your IT lead.
- Usage in the first days is light, which is expected until the first refresh lands and the first users are invited.
- Field naming for operators differs between the CRM and the helpdesk. We will agree one naming rule in the mapping phase.
7. Success measures
- First refresh complete and checked against source records.
- Customer success team asking questions in the brain each week.
- Admin able to add a user and check a connector without BG-Demo.
8. Contacts
| Role | Person |
|---|---|
| Implementation Consultant, BG-Demo | Callie Brennan |
| Customer Success Manager, BG-Demo | Marcus Bell |
| Account owner, BG-Demo | Tom Ashdown |
Thanks, Callie
Unusual terms
As at Fri 9 Oct 2026- Contracted figure of £39,600 differs from v1 Growth list
- Term end date stated without renewal terms