Vantrell Software / BG-Demo – Onboarding
Callcompleted
Vantrell Software · 24 Jul 2024 09:30
Onboarding call on 24 Jul 2024. Callie Brennan says the test refresh ran overnight and the mappings look right. Go-live is set for Monday, with training on Tuesday. Hugh Firth and Jess Dobson are positive and have no objections.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 24 Jul 2024. Callie Brennan says the test refresh ran overnight and the mappings look right. Go-live is set for Monday, with training on Tuesday. Hugh Firth and Jess Dobson are positive and have no objections.
What happened: Callie reported a clean test refresh and no blockers. She will switch on the live refresh on Sunday night, hold a go-live call on Monday and run an hour of training on Tuesday.
Customer view: Hugh asked only when they start using it and said he is looking forward to it. Jess asked about training and preparation, which points to a team that wants to adopt it.
Watch: Older Zendesk tickets store the customer ID differently, so they may not join to usage data for those customers. Current customers are clean, so this is a minor quirk, not a blocker.
Commercial: The call touches implementation delivery, not price or renewal. The evidence does not show the tier or the contract terms. After training, a colleague named Daniel takes over check-ins and support.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan switches on the live refresh on Sunday night and holds the go-live call on Monday morning.
- Callie runs the hour-long training call on Tuesday with Hugh Firth and the support team.
- Hugh Firth tells the support team and his own team that the brain is live and how to access it.
Risks
As at Fri 9 Oct 2026- Older Zendesk tickets with a differently stored customer ID may not join to usage data for those customers.
Opportunities
As at Fri 9 Oct 2026- A good first week of use, with training for the support team and Hugh's team, builds early adoption and questions asked.
Transcript
Callie BrennanMorning, you two. Good news, the test refresh ran overnight and the data is looking solid.
Hugh FirthThat's good to hear. So we're on track for live next week?- Callie BrennanYeah, we are. I've reviewed the data and the mappings look right. I found a couple of small issues but nothing that's going to block us. One is that your Zendesk has some older tickets where the customer ID was stored differently. Once we go live, the brain will handle those, but I wanted to flag it so you know.
Jess DobsonWill that cause problems?- Callie BrennanNo, the brain will still find them, just might not join them to the usage data for those customers. But for your current customers, it's clean. For historical tickets, it's just a quirk of how your Zendesk was structured years ago.
- Hugh FirthOkay. So when do we actually start using it?
- Callie BrennanMonday next week. I'll switch on the live refresh on Sunday night and Monday morning you can start asking questions. I'll be on a call with you Monday morning to check everything's working and answer any questions.
- Jess DobsonDo people need training on how to use it?
- Callie BrennanI'll do a training call with your support team and anyone else who's going to use it. That'll be in the first week. Probably an hour, walk through the chat interface, how to ask questions, how to build pages. Hugh, do you want to join that?
- Hugh FirthYeah, I should be there.
- Callie BrennanGood. I'll schedule it for Tuesday. Monday is just the go-live call, Tuesday is training, then you're off running. After that, Daniel takes over the check-ins and support.
- Jess DobsonDo we need to do anything to prepare for Monday?
- Callie BrennanJust make sure everyone who's going to use it knows it's going live. You might want to send a quick message to the support team and Hugh's team saying, 'The brain is live Monday, here's how to access it.' Other than that, nothing.
- Hugh FirthBrilliant. I'm looking forward to this.
- Callie BrennanMe too. It's been a clean implementation. Thanks for being so responsive. I'll see you Monday morning. Cheers.