Hollins Tarrant / B-Brain – Kickoff
Callcompleted
Hollins Tarrant: documents · 2024-01-12 10:30
Kickoff for Hollins Tarrant on Starter. Plan is CRM and helpdesk first, a small pilot group, and credentials from Jenna Price by the end of the following week. Rob Ellery wants to see underserved clients without asking three people.
What was said
What this says
Current to 10 Oct 26Kickoff for Hollins Tarrant on Starter. Plan is CRM and helpdesk first, a small pilot group, and credentials from Jenna Price by the end of the following week. Rob Ellery wants to see underserved clients without asking three people.
What happened: Callie Brennan agreed going live with the CRM and helpdesk, leaving two of the four connector slots free. The shared drive is the likely next source, but Jenna parked it.
Customer view: Rob's measure of success is seeing which clients are underserved without asking three people. Marcus Bell will record that and return to it at the first check-in.
Watch: Jenna is the only admin on both systems with no back-up, and she warned her replies may be slow. Rob left Jenna to run systems and dropped off early.
Commercial: A pilot of about five users sits well within the 15 included, so growth in users is possible later.
Themes
Current to 9 Oct 26Theme
Starter kickoff and onboarding
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Jenna Price sends written credentials for the CRM and helpdesk by the end of the following week.
- Callie Brennan connects, runs the first refresh and walks Jenna through the mapping, then trains the pilot group.
- Marcus Bell records Rob's measure and returns to it at the first check-in with numbers.
Risks
Current to 9 Oct 26- Jenna Price is the only admin on both systems and has no back-up.
- Credentials from Jenna may be slow, which would delay the first refresh.
- Rob Ellery is disengaged from the set-up and left the call early.
Opportunities
Current to 9 Oct 26- Two connector slots remain and the shared drive is the likely next source.
- A pilot group of about five leaves headroom within the 15 included users.
Transcript
Callie Brennan NoneMorning, everyone. Can you hear me alright? I'll give it a minute for people to join.
Marcus Bell NoneMorning, Callie. Yep, loud and clear. I think Jenna's just coming in now.
Jenna Price NoneSorry, sorry, I'm late. Back to back since eight and I've nipped into the meeting room. Can you hear me okay? The team's stretched this week, so everything is running over.- Callie Brennan NoneNo problem at all, Jenna. Right, here's the plan for the next hour. First, what we're connecting and in what order. Second, what I need from your side is access for each source, in writing. Third, who's using it and who's the admin. And last, dates against everything. Does that sound alright?
Rob Ellery NoneHello, Rob here. Sorry. How long is this going to take? I've got a client call later this morning.- Callie Brennan NoneUnder an hour, Rob, and you're welcome to drop off after the first twenty minutes or so. The bit I need you for is what you want out of the first month, and agreeing who the admin is.
- Rob Ellery NoneFine. Go on.
- Marcus Bell NoneJust to frame it for Rob. You're on Starter, one team, and the reason you bought it was to see client accounts, the placements pipeline from your CRM and the client-facing tickets in one place, rather than three. That's what we're building towards.
- Rob Ellery NoneTo be straight with you, that's exactly what I want. Less flicking between things. The consultants are flat out and I don't want them hunting.
- Callie Brennan NoneThat maps cleanly onto how Starter works. You can connect four sources. I'd suggest we go live with two to begin with: your CRM for accounts and the pipeline, and the helpdesk for tickets. Then the other two slots are there when you want them.
- Jenna Price NoneThe shared drive would probably be the next one, but can we park that for now? Let's get the first two working properly.
- Callie Brennan NoneHappy to park it. So, before we switch on the refresh, I need credentials for the CRM and the helpdesk. Jenna, who holds admin on each of those?
- Jenna Price NoneMe, mostly. I'm admin on both. I can send details over, but I'd have to check what the CRM lets me set up. I think there's a read-only user we can create, but I'd need to look.
- Callie Brennan NoneA read-only integration user is exactly right. Please don't give me your own login. And I never start a connector without access in writing, so an email from you is plenty, and I'll write back confirming exactly what I've been given.
- Jenna Price NoneOkay. Sorry in advance for the slow reply, it might not be today, but I'll do it this week.
- Marcus Bell NoneWhat might help is a date, Jenna. Shall we say the end of next week for both?
- Jenna Price NoneEnd of next week. Yes. Put that down.
- Callie Brennan NoneDone. Then the first refresh runs overnight and should land by seven in the morning your time, which is the nightly refresh every tier gets. I'll check the mapping by hand before anyone's told it's ready, because I don't like saying it's fine without looking.
- Rob Ellery NoneWhat does it actually do on day one? What do I see?
- Callie Brennan NoneDay one you'd see client accounts with the open placements sitting against them, and the tickets alongside. And you can type a question in plain English into the chat. Which clients have gone quiet, which placements are stuck, that sort of thing.
- Rob Ellery NoneRight. Mm. That would be useful.
- Marcus Bell NoneNext, users. The tier includes fifteen. I'd suggest we start with a small group, you, Jenna, a couple of the senior consultants, and add people as it proves itself. Fifteen is a soft limit anyway, so there's no cliff.
- Rob Ellery NoneNot all fifteen at once. I don't want everyone distracted. Start small.
- Jenna Price NoneI'd say me, Rob, two consultants and maybe a team lead. We can see how it goes.
- Callie Brennan NoneThat's a good pilot group. Jenna, you're the admin. Is there anyone as a back-up?
- Jenna Price NoneNot really, it's just me. Claire does the invoices, but she's not technical, and I wouldn't want to put it on her.
- Callie Brennan NoneWorth thinking about, because a second admin means you're not the single point. Not for this week, but I'll put it in the setup note so it doesn't get lost.
- Rob Ellery NoneI leave systems to Jenna. I don't want to get dragged into it.
- Marcus Bell NoneUnderstood, Rob. One thing from you though. If we're sitting here in a month, what would you want to be able to say that makes this worth having?
- Rob Ellery NoneHonestly? That I can see which clients we're underserving without asking three people. If it saves the consultants' time, it pays for itself. That's all I care about.
- Marcus Bell NoneGood. I'll write that down as the measure and come back to it at the first check-in. I'll pull some numbers so we're not guessing.
- Callie Brennan NoneLet me recap, then, so everybody has the dates. Credentials for the CRM and helpdesk come from Jenna by the end of next week. Once I have them in writing I'll connect and run the first refresh the same week. The week after that I'll walk Jenna through the mapping, field by field. And then a short training session for the pilot group.
- Jenna Price NoneThat's fine. Can I ask, if something doesn't sync, who do I tell? I don't want to be chasing three people.
- Marcus Bell NoneMe, in the first instance. Or raise a ticket and copy me. I'm your customer success contact for the long run, Callie's here for the set-up.
- Rob Ellery NoneRight, I'm going to drop off, I've got to get ready. Thanks, all. Rob.
- Callie Brennan NoneThanks, Rob. Speak soon.
- Jenna Price NoneSorry, can I check one more thing about the read-only user? Does it need to see the whole CRM or just the placements?
- Callie Brennan NoneJust accounts, contacts and placements is enough to start. If there are fields you'd rather we didn't see, tell me and I'll leave them out of the mapping. I'll send you a short list after this call with exactly what I need.
- Jenna Price NoneLovely. That'd help. Right, I'm so sorry, I have to run to another meeting.
- Marcus Bell NoneNo worries, Jenna. Thanks both. I'll send the notes over this afternoon.
- Callie Brennan NoneThanks, Callie signing off. Speak soon.
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