Brackwell Freight Ltd / BG-Demo – Onboarding
Callcompleted
Brackwell Freight Ltd · 20 Dec 2023 14:30
First onboarding call on 20 Dec 2023. Callie Brennan fixed a login fault, agreed three of four Starter connectors and a phased user rollout. Liam Doherty wants an early win for a sponsor upstairs; helpdesk access depends on IT.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call on 20 Dec 2023. Callie Brennan fixed a login fault, agreed three of four Starter connectors and a phased user rollout. Liam Doherty wants an early win for a sponsor upstairs; helpdesk access depends on IT.
What happened: Callie Brennan ran the first onboarding call with Liam Doherty and Aisha Rahman on 20 Dec 2023. They covered a login fix, three of the four Starter connectors and the first user wave.
Customer view: Liam wants one view of accounts, tickets and calls, and an early win to show someone upstairs. Aisha, who will run it day to day, is nervous about getting things wrong.
Commercial: Four connectors is a hard limit and the fourth is deliberately left empty, with email or accounting the likely candidates. Nine or so users against fifteen licensed leaves headroom on Starter.
Watch: Helpdesk access needs IT, who had said after the break. The login failure was BG-Demo's own setup error, so early confidence matters.
Themes
As at Fri 9 Oct 2026Theme
Starter onboarding, connector setup
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Liam Doherty sends the CRM read-only user and call recorder token in writing by Friday.
- Aisha Rahman chases IT for helpdesk access and sends the old and new ticket categories.
- Callie Brennan holds the walkthrough next Wednesday and sends a note with dates against each step.
Risks
As at Fri 9 Oct 2026- Helpdesk connector depends on the customer's IT team, who had said they would act after the break.
- The login failure came from BG-Demo's own invite setup, which dented Aisha's confidence early.
- Liam has a sponsor upstairs asking what the brain is for and needs an early win.
Opportunities
As at Fri 9 Oct 2026- The fourth Starter connector is left empty, with email or accounting as likely uses.
- Nine or so intended users against fifteen licensed leaves room to widen across the depots.
Transcript
Callie BrennanHello? Can you both hear me alright? I'll give it a minute for everyone to filter in.
Liam DohertyAfternoon, Callie. Yep, loud and clear. Aisha's just in the lobby, I can see her coming through.
Aisha RahmanHi, sorry. Is it me or is my camera not coming on? I think I've muted the wrong thing. Right, that's better. Can you hear me?- Callie BrennanPerfect, both of you. Afternoon. Last proper call before Christmas for me, so I'm in a good mood.
- Liam DohertyLove that. We're on a skeleton crew here. The depots don't stop, it's retail peak, so I've had account managers ringing since lunch and it's barely gone half two.
- Callie BrennanI can imagine. Okay, so let me give you the plan for the next three quarters of an hour or so, and then shout if I've got it wrong. First, a quick look at where the workspace has got to. Second, the connectors, which is the main thing, and what I need from your side is written access for each one before we switch on the refresh. Third, who gets a login and in what order. And last, a plan for the next couple of weeks with a date against every step. Does that work?
- Liam DohertyWorks for me. One view, that's the point. If the depot lot are looking at it in January, I'm happy.
- Aisha RahmanThat's fine. Just flagging, I tried the login again this morning, in case that's on the list. I used the reset link twice and cleared the cache, and I've attached a screenshot to the ticket.
- Callie BrennanYes, that's on the list, and I'll do it first actually. I saw the ticket. What happened is the invite was tied to an old alias of your email address, not the one on the account, so the reset link went nowhere. That's fixed on our side as of yesterday afternoon. Has a fresh invite landed?
- Aisha RahmanOh, let me look. Yes, there's one here from about half an hour ago. I hadn't opened it, sorry. Okay, it's asking me to set a password.
- Callie BrennanGo ahead and do that while Liam and I carry on. It won't take a minute.
- Liam DohertyWas that the high priority one? I saw it flagged. I chased it on Monday, so sorry if you got a nudge.
- Callie BrennanI did, and honestly that's what I'd want you to do. It was marked high because nobody could get in, which is fair. Right, the workspace. Let me share my screen. Can you see it?
- Liam DohertyYep, I've got a blank-ish page with a menu down the left.
- Callie BrennanThat's the one. Blank-ish is right, because nothing's connected yet. What you're looking at is the brain running inside your own Snowflake account, so everything we pull in sits in your estate, not ours. That's the bit your IT people will care about, so it's worth telling them early.
- Aisha RahmanI'm in. Password's set. It's showing me an admin menu as well, which is a bit alarming. Is that right?
- Callie BrennanThat's right, you're down as the admin, so you'll see settings the others won't. Nothing in there can do any damage until we've connected things, and I'll walk you through it all properly on the next call.
- Aisha RahmanOkay. Thank you. I'd rather not poke around on my own.
- Liam DohertyShe's the one who'll run it day to day, so that's the right way round. I'll be the one asking it questions, and Aisha keeps it alive.
- Callie BrennanGood split, honestly. So, connectors. On Starter you've got four, and that's a hard limit, so it's worth choosing carefully rather than filling them up. From the order form and what Tom handed over, I've got three that are obvious: your CRM, the helpdesk where the delivery-exception tickets live, and the call recorder. Is that still the right three?
- Liam DohertyYes. That's the whole pitch really. Accounts, tickets, calls, side by side. If a retail contract's going sideways I want to see it before the customer rings me.
- Callie BrennanRight, and that maps cleanly, because all three hang off the account. My suggestion is we leave the fourth one empty for now. Once you've seen it with the first three, you'll know what's missing, and I'd hate for you to spend it on something you don't need. Email or the accounting system are the usual candidates, but there's no rush.
- Liam DohertyFine by me. Finance will want the accounting one at some point, I can already hear them. But let's get the first three right.
- Callie BrennanAgreed. So for each one, what I need from your side is a named service user and written access, an email is fine, saying what the connector can read. I won't start any of them without it. Let's take them one at a time. CRM first. Who owns that on your side?
- Liam DohertyThat's me. I've got admin rights. I can create a read-only user today and send you the details.
- Callie BrennanLovely. Read-only is exactly what we want. Can you put in the email which objects you're happy for us to read? Accounts, contacts, opportunities, activities, that sort of thing, so there's a record of what was agreed.
- Liam DohertyWill do. I'll copy Aisha in so she's got it for the file.
- Aisha RahmanThank you. I'll keep a folder of all of these. Is that sensible?
- Callie BrennanVery sensible, and it'll save you a lot of hunting later. Okay, the helpdesk. Who looks after that?
- Aisha RahmanThat's the customer service team, not us. I can ask, but I'd need someone in IT to create the access, because I don't have the rights. I did ask last week and they said after the break.
- Callie BrennanOkay, that's the one to watch, because the delivery-exception side hangs on it. Can you ask whether it can be done before the break rather than after? If not, we plan around it. Tell them it's a read-only user as well, that tends to make it quicker.
- Aisha RahmanI'll email them this afternoon. Should I copy you, or is it better coming from me?
- Callie BrennanFrom you, but copy me, and if they've got questions about what we read I can answer them directly. I'm happy to join a call with them too.
- Liam DohertyI can lean on them as well. They owe me a favour.
- Callie BrennanHa, good. Third, the call recorder. Who's the admin for that?
- Liam DohertyAlso me. Same sort of thing, a service user and I can generate a token. Do you want all the calls or just the sales ones?
- Callie BrennanGood question, and it's your call. What I'd suggest is the revenue operations and account management teams to start, because that's who the brain is for. You can widen it later. And I'd have someone in legal or whoever looks after data protection glance at it, just so nobody's surprised that recordings are being indexed.
- Liam DohertyYeah, sensible. Customers know they're recorded, it's in the terms, but I'll mention it. Better than someone finding out in March.
- Callie BrennanExactly. Put the scope in the same email and we're covered. Right, now, how far back do you want the first load to go? It pulls history on the first run, and it takes a day or so depending on how much there is.
- Liam DohertyOh. Hmm. Everything for the CRM, I'd say. For tickets, maybe the last year? Older ones are a mess, the categories changed.
- Aisha RahmanJust flagging, the categories changed in the middle of last year, so anything before that uses the old names. I've got a list of the old and new, if that helps.
- Callie BrennanThat would help a lot, actually. Send me the list and I'll build the mapping before we switch anything on. I'd rather it was tidy on the first run than clean it afterwards. Is last year's tickets fine then, Liam?
- Liam DohertyYeah. Last year plus whatever's open. Go.
- Callie BrennanNoted. Give me a second, I'm writing this down so it goes in the setup note. Okay. Right, people.
- Callie BrennanYou've got fifteen licensed users on Starter, and that's a soft limit, so nothing falls over if you go a little past it, but it's a conversation with Tom. Who do you actually want in?
- Liam DohertyMe, Aisha, and the depot account managers. There's six depots, so six of them. Maybe someone from finance later. That's nine or so.
- Callie BrennanThat leaves you comfortable headroom. What I'd suggest is we don't invite everyone on day one. Pick two or three people who'll genuinely use it and who'll tell you straight if it's rubbish. They get it first, we fix the rough edges, and then the rest come in.
- Liam DohertyCan we get the depots on it though? That's what I keep coming back to. If it's only the two of us looking at it, it's a nice toy.
- Callie BrennanCompletely, and that's the aim. But a rollout where the first thing a depot manager sees is a half-loaded page is how you lose them. Two or three first, then the rest within a fortnight or so.
- Aisha RahmanI think that's right. Some of the account managers aren't comfortable with new systems. If the first thing they see works, they'll use it. If it doesn't, they won't open it again.
- Liam DohertyFair. Okay, I'll pick the first wave. The Trafford Park lot are the most switched on, so probably two from there and one from another depot.
- Callie BrennanPerfect. Send me names and the email addresses they use for work, and Aisha can send the invites herself once she's got the hang of it. I'll show her how next time.
- Aisha RahmanI'll be honest, I'm a bit nervous about getting the invites wrong, after the alias thing.
- Callie BrennanThat wasn't you, that was our mistake in the setup. The invite takes whichever address you type, so type the one they log into email with and you'll be fine. We'll do the first one together so you can see it work.
- Aisha RahmanThank you. That helps.
- Liam DohertyCallie, can I ask something a bit off topic? When it's all connected, what's the first thing I should ask it? I don't want to type something daft and decide it doesn't work.
- Callie BrennanThat's not off topic at all. Start with something you already know the answer to. Pick a retail customer where you know the story, ask what's happened on the account in the last few weeks, and see if it matches. If it does, you'll trust the harder questions. If it doesn't, we'll know there's a mapping problem and I'd want to hear about it.
- Liam DohertyLove that. Test it on a customer I know. Done.
- Callie BrennanGood. Okay, let me show you what the connector page will look like so it isn't a mystery on the day. I'm sharing the settings view, so Aisha, this one's for you. Give me a moment to open it.
- Callie BrennanSo you've got a row per connector. Each one has a status, which is empty at the moment, a last-refreshed time, and a count of records. When it's working, you'll see the count move each morning. If the count sits still for several days, that's worth a message to us, even if nobody's complained.
- Aisha RahmanSo if it's flat, I tell you. And I don't need to know why?
- Callie BrennanYou don't need to guess at why, no. Just tell us what you can see, with a screenshot, and we'll work out the cause. You've been doing exactly that with the ticket.
- Aisha RahmanOkay. That's a relief, honestly.
- Liam DohertyDoes the refresh run overnight? I'd like it fresh for first thing.
- Callie BrennanNightly, and it's done by seven o'clock your time on business days. That's the same on every tier. So when your depot managers log in at the start of the day, it's got yesterday in it.
- Liam DohertyBrilliant. That's what I told the board it'd do, so good.
- Callie BrennanGood. Right, let's talk about timings, because you've got a break coming and I don't want things drifting. What I'm proposing is this. By Friday, the CRM service user and the call recorder token come to me in writing. Aisha chases IT for the helpdesk access, and we see where that gets to. Aisha sends me the old and new ticket categories. Does that look doable?
- Liam DohertyFriday, yes, I'll do both of mine tomorrow if I can. Might be Friday morning if the depots eat the day.
- Aisha RahmanI can send the categories tonight. The helpdesk access, I'll do my best, but I can't promise IT.
- Callie BrennanUnderstood, and that's fine. I'm not asking you to promise, just to ask. If it's not through by Friday I'll start the other two and the helpdesk follows when it lands. Nothing waits on one connector.
- Liam DohertyGood. And then it's all live when?
- Callie BrennanFirst refresh over the break if the access arrives, so by the time you're back there's something to look at. Then we do a proper walkthrough next Wednesday, a little later in the afternoon than today, and I'll show you both the first results and Aisha gets the admin tour.
- Liam DohertyNext Wednesday, right in the dead week. Fine, I'll be in anyway.
- Callie BrennanIs there anything about the depots I should know before I map fields? Anything you call something that nobody outside your business would?
- Liam DohertyOh, loads. Delivery exceptions we just call exceptions. Some depots call the account manager the customer lead, the old system did. And Trafford Park gets written about three different ways in tickets.
- Aisha RahmanIt's on my list. I've been meaning to tidy the names. Is it better to do it before the load?
- Callie BrennanBefore is nicer, but don't let it block you. If you send me the variants, I'll map them to one name on our side, and you can clean the source properly whenever it suits you. That way you don't have to do it under pressure.
- Aisha RahmanOkay, that's much better. I'll write them all down.
- Callie BrennanBrilliant. Anything else that's worrying either of you? Now's the time, it's much cheaper to hear it today.
- Liam DohertyNot worried, just want it used. I've got the sponsor thing, you know, someone upstairs asking what it's for. I'd like an early win to point at.
- Callie BrennanThat's a good thing to say out loud. I'll keep the first walkthrough pointed at exactly that, an at-risk retail account you can show your own management. If you tell me which account, I'll make sure the data for it loads cleanly.
- Liam DohertyI'll think and send you one. There's a couple I'm nervous about.
- Callie BrennanPerfect. Right, I'll write all of this up in a short note tonight with the dates against each step, and send it to you both. If I've got anything wrong, reply and tell me.
- Aisha RahmanThank you, Callie. Sorry for being a bit of a worrier.
- Callie BrennanNot at all, you've got it right. A worrier on the admin side is exactly what you want. Okay, I think that's us. Have a lovely Christmas, both of you, and speak soon.
- Liam DohertyCheers, Callie. You too. Speak next week.
- Aisha RahmanThanks, bye.
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