Brannock Medical Supplies / BG-Demo – Kickoff
Callcompleted
Brannock Medical Supplies · 10 May 2024 09:00
Kickoff for the Growth tier with Helen Varley as sponsor, attending alone. Connector order, access needs and an eight-week plan were agreed. Contract dates held in spreadsheets were flagged as the weak point.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for the Growth tier with Helen Varley as sponsor, attending alone. Connector order, access needs and an eight-week plan were agreed. Contract dates held in spreadsheets were flagged as the weak point.
What happened: Callie Brennan set the connector order as orders, helpdesk, then CRM, with written access needed first. The plan is eight weeks, and Helen wants first trust views earlier than the end.
Customer view: Helen was positive and engaged, and asked for a first-users list to be sent to Marcus Bell. She said the finance director will ask who the account manager is.
Commercial: Growth started on Wed 1 May 2024 with forty users, and Helen asked whether all forty seats must be named now. Marcus said no, there is room.
Watch: Helen was alone, so the admin and first user were absent. Renames or removals in the order system or CRM can silently stop a connector.
Themes
As at Fri 9 Oct 2026Theme
Growth implementation kickoff
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan sends the access checklist the same day, with a date against each item.
- Helen Varley sends the list of first users to Marcus Bell.
- Account managers move renewal dates into the CRM, by trust.
Risks
As at Fri 9 Oct 2026- Renewal dates held only in spreadsheets are the weak point and need moving into the CRM by hand.
- A rename or removal in the order system or CRM could stop a connector loading unnoticed.
- Helen attended alone, so the plan reaches the admin and first user only through her.
Opportunities
As at Fri 9 Oct 2026- Forty seats with room to add users gives headroom for adoption and later growth.
- A session with the account managers once data is in can build early usage.
Transcript
Callie BrennanMorning, Helen. Callie Brennan, I'm the implementation consultant. Can you hear me okay? I've got Marcus on the line too.
Marcus BellMorning, Helen. Marcus, I'm your customer success manager. Lovely to finally put a voice to the emails.
Helen VarleyMorning both. Yes, all fine. It's just me for now. Sunita's in a meeting, Lee's visiting a trust. I'll feed back to them.- Callie BrennanThat's fine. So, here's the plan for the next hour. First, a quick recap of what you've bought. Second, the connectors and what I need from your side. Third, the timeline and who owns what. Then questions.
- Helen VarleyGood, that's very close to my own three points. Go on.
- Marcus BellQuick recap, then. You're on our Growth tier, which started on Wednesday 1 May 2024. That includes forty users and the dashboards builder, and a quarterly review with me. The order form has it at forty-one thousand eight hundred pounds a year, and the term runs to 30 Apr 2025.
- Helen VarleyRight. And that figure is the annual subscription, separate from the implementation?
- Marcus BellYes, the forty-one thousand eight hundred is the annual figure. The implementation is a fixed fee, set out separately.
- Callie BrennanGood. On to connectors. Before we switch on the refresh, I need to be clear about the order. First is the order system, because that's where your trust activity starts. Second the helpdesk for delivery queries. Third the CRM for contracts and renewal dates.
- Helen VarleyThat's the order I'd choose. The account managers live in orders and the helpdesk.
- Callie BrennanWhat I need from your side is written access for each, from whoever administers them. I never start a connector without it in writing, so credentials first, then we schedule. For the CRM that'd be Sunita, I think?
- Helen VarleyYes. The order system sits with someone in IT, a colleague of mine. I'll ask them. The helpdesk, I think Sunita can do too.
- Callie BrennanBrilliant. I'll send a checklist after the call, with each item and a date against it. That way nothing gets lost between us.
- Marcus BellWhile Callie's making notes, can I share my screen? I want to show what your admin view will look like, so Sunita knows what she's inheriting.
- Marcus BellSo that's the admin page. Each connector has a status, a last-refreshed time, and the number of records brought in. If a source stops loading, it'll show there before anyone notices in a question.
- Helen VarleyGood. And what's the refresh timing? The account managers start early.
- Callie BrennanThe nightly refresh completes by 07:00 your time on business days. So they'll see the previous day's picture when they start.
- Helen VarleyPerfect. What about the spreadsheets? Contract dates that only live in someone's file.
- Callie BrennanHonest answer: they're the weak point. If they're in a shared location we can connect to them, but I'd rather the key dates were moved into the CRM first. That maps cleanly. Anything free-form needs checking by hand.
- Helen VarleyRight. I'll ask the account managers to put the dates in the CRM. By trust, please. I'll make it a request with a date on it.
- Marcus BellThat'd be a big help. I can also run a short session with the account managers once data is in, so they know what to ask.
- Helen VarleyYes please. Lee especially. He's going to be the first to test it.
- Callie BrennanNow the timeline. The plan is eight weeks. Weeks one and two are access and the first connector. Then the CRM mapping with Sunita, then the helpdesk. By the middle we'll have the first useful questions. The last stretch is checking the answers against what your people know, and the handover.
- Helen VarleyI'd like the first trust views earlier than the end. Can we hold that as a target?
- Callie BrennanWe can aim for orders and the CRM first, and I'll tell you honestly where we are each week. I'll not say should be fine about a mapping until I've checked it.
- Marcus BellAnd owners, so we don't lose track. On your side, you're the sponsor, Sunita's the admin, Lee's the first user. On ours, Callie for the build, me for adoption. Is that right?
- Helen VarleyThat's right. And Andrew's the finance side, he'll want to know about anything that touches the contract. He'll ask who the account manager is, you'll hear that.
- Marcus BellI've heard. It's me, and I'll be at your quarterly reviews.
- Helen VarleyGood. Question on users. We've got forty seats. Do I need to name them all now?
- Marcus BellNo, start with the account managers and your own team, and add as you go. There's room. I'll check usage with you in a few weeks, no pressure.
- Callie BrennanLet me read back what I've got, so we're aligned. One: you send access for the order system, helpdesk and CRM. Two: the account managers move renewal dates into the CRM. Three: Sunita and I do a mapping session next week. Four: I send you the checklist today.
- Helen VarleyYes. I'd add the list of first users, which I'll send to Marcus.
- Marcus BellGreat. I'll set up a check-in with you in a couple of weeks, shall we book thirty minutes? Nothing heavy, just to see where we are.
- Helen VarleyYes, book it. Anything else I should know before I take this to the team?
- Callie BrennanOne thing. Please don't let anyone make big changes to the order system or the CRM structure during the first few weeks without telling me. If a field moves, a connector can stop loading and nobody notices until a question comes back wrong.
- Helen VarleyUnderstood. I'll tell the team. What's driving the risk there, mainly renames?
- Callie BrennanRenames and removals, mostly. Adding things is fine.
- Marcus BellI've pulled together a short welcome note for the account managers, what it is and what it isn't. Would you like me to send it to you first to edit?
- Helen VarleyYes, send it to me. I'll put it in my words.
- Callie BrennanBrilliant. Thanks, Helen. Checklist coming shortly.
- Helen VarleyThanks both, speak soon.
- Marcus BellThanks, Helen. Bye.
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