Marlstone Legal / BB-Demo – Kickoff
Callcompleted
Marlstone Legal · 2025-04-03 16:00
Kickoff on 3 Apr 2025. Laura Penhaligon confirmed four connectors against an eight-connector limit and 40 soft licensed users, with an eight-week build. Elliot Kirkby asked about adding systems later.
What was said
What this says
Current to 13 Oct 26Kickoff on 3 Apr 2025. Laura Penhaligon confirmed four connectors against an eight-connector limit and 40 soft licensed users, with an eight-week build. Elliot Kirkby asked about adding systems later.
What happened: Laura Penhaligon led the kickoff on 3 Apr 2025 with Esther Quaye. Elliot Kirkby and Emma Jagger agreed four connectors: Salesforce, Gong, Outlook and Xero.
Commercial: Laura cited the order form for an eight-connector limit and 40 licensed users, which is a soft limit. Four connector slots are unused, and Elliot asked whether other systems could be added later.
Customer view: Elliot and Emma were positive and practical, asking about data cleanliness, who sees what, and the timeline. Nobody raised price or a rival.
Watch: Esther said she wants the customer sold on renewing and promised a ticket response within one business hour. Laura estimated three to four hours a week from the customer, which could slip.
Themes
Current to 9 Oct 26Theme
Implementation kickoff scope
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura sends the read-only service account spec to Emma by end of day.
- Emma arranges system access this week.
- Laura and Esther hold a Salesforce schema walkthrough early the following week.
Risks
Current to 9 Oct 26- The customer must give three to four hours most weeks, and training is heaviest in weeks six and seven.
- Data quality is unknown until the week-one audit flags duplicates and other issues.
Opportunities
Current to 9 Oct 26- Four unused connector slots, with Elliot asking about Slack, Google Workspace or Zendesk style additions.
- Users above the 40 licensed would open an upgrade conversation.
Transcript
Laura Penhaligon NoneHi everyone, great to meet you. I'm Laura, I'll be leading implementation over eight weeks. How are you both?
Elliot Kirkby NoneGood, thanks. Excited to get started.
Emma Jagger NoneYeah, likewise. I manage systems here, so I'll be the technical lead on your end.- Laura Penhaligon NonePerfect. Today we'll map out what we're connecting, the timeline, owners, and answer questions. Esther's here too, she's your customer success manager and will be your day-to-day contact once we hand over.
Esther Quaye NoneHi both, really looking forward to working with you. Just so we're aligned, I'll be doing quarterly check-ins and making sure you're getting value from the brain. Anything comes up, technical or strategy, just reach out.- Laura Penhaligon NoneRight, so scope. According to the order form, we're connecting four systems: Salesforce, your call recorder, Microsoft 365 for email, and your billing system. What's your call recorder and billing system?
- Emma Jagger NoneCalls are recorded in Gong. And billing is Xero.
- Laura Penhaligon NoneGreat, Gong and Xero, I know both well. So the connectors are Salesforce, Gong, Outlook, and Xero. Eight connectors total is your limit, so you've got four in place and four more if you want to add later. Sound right?
- Elliot Kirkby NoneYeah, that's the plan. Could we add other systems later?
- Laura Penhaligon NoneTo be precise, we support most major business systems. Slack, Google Workspace, Zendesk. During onboarding we'll talk through what else might be valuable. Four now is a good start.
- Emma Jagger NoneAnd the data, how do we make sure it's clean?
- Laura Penhaligon NoneGood question. Week one we'll do a data audit, look at what's in each system, flag issues like duplicates. We'll propose fixes and you decide whether to clean upstream or I can work around it.
- Elliot Kirkby NoneAnd who decides what people can see?
- Laura Penhaligon NoneYou do. We'll set up the basic structure, business development team sees everything, finance sees billing data, but you tell us if someone shouldn't see something. Permissions are centrally managed.
- Emma Jagger NoneCool. What's the timeline?
- Laura Penhaligon NoneEight weeks, live by early June. Week one is discovery and data audit. Weeks two and three, I'm building connectors. You test in week four. Weeks five and six, we tune and train. Weeks seven and eight, confidence and handoff.
- Elliot Kirkby NoneWhat do you need from us week by week?
- Laura Penhaligon NoneWeek one, you give me access and answer questions. Weeks two to four, I'm mostly on my end. Week four onwards, you test and give feedback. Most weeks I'm looking at three to four hours from you. Training is heaviest in weeks six and seven.
- Emma Jagger NoneHow do we know if something's wrong?
- Esther Quaye NoneI'll be logging everything. You raise a ticket and get a response within one business hour. I've got direct lines to Laura and the team, so nothing gets stuck.
- Elliot Kirkby NoneOnce we're live, what's the expectation? Daily use or reference?
- Esther Quaye NoneThe idea is your business development team asks questions daily. 'Show me all matters with this client,' 'what have we discussed,' 'what's outstanding.' The more you use it, the more value you get. I'll send examples from other customers.
- Emma Jagger NoneHow many of the 40 users will be active?
- Laura Penhaligon NoneYour contract is for 40 licensed users, which is soft. Anyone on your business development team, admin team, they can log in. If you go over, that's fine for a while, but we'd talk about upgrading if you want more officially.
- Elliot Kirkby NoneSo can we kick off week one properly? When can Laura get access to Salesforce and the others?
- Emma Jagger NoneI can sort that this week. Just need to know what credentials you need.
- Laura Penhaligon NoneI'll send you the spec by end of day. Read-only access, no passwords, just a service account with the right permissions. Then we'll schedule a walkthrough of your Salesforce for early next week to understand the schema and spot data issues.
- Esther Quaye NoneI'll be on that call too. After that, you've got my number for anything. Just so we're aligned, I'm here to make sure you get value and that at renewal you're sold on renewing.
- Elliot Kirkby NoneBrilliant. Thanks Laura, thanks Esther.
- Laura Penhaligon NoneThanks, Elliot. Cheers, Emma. Speak soon.
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