Brannock Medical Supplies / BG-Demo – Onboarding
Callcompleted
Brannock Medical Supplies · 31 May 2024 15:15
Second onboarding call. CRM and helpdesk are loading, the order system is connecting, and the spreadsheet is waiting after its file moved. Helen Varley saw the brain answer a question and will nominate a second admin.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call. CRM and helpdesk are loading, the order system is connecting, and the spreadsheet is waiting after its file moved. Helen Varley saw the brain answer a question and will nominate a second admin.
What happened: Callie Brennan reviewed connector status and showed the first refresh. The spreadsheet connector is blocked because the file was moved, and some sites have no parent trust.
Customer view: Helen Varley found the early view useful and wants her NHS key-account manager to try it. She spotted a missing ticket straight away, which points to a blank parent.
Commercial: Helen has a second admin in mind, which reduces key-person risk. Sunita Bains asked about the forty licences and was told allocation is hers, with usage checked at the review.
Watch: A moved spreadsheet fails quietly and would show stale renewals.
Themes
As at Fri 9 Oct 2026Theme
Connector status and admins
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sunita Bains to mark each parentless site as correct blank or to fix in the shared note by Tuesday.
- Helen Varley to put forward a second admin and ask the spreadsheet keeper not to move the file.
- Callie Brennan to book training for both admins after the order system is loaded.
Risks
As at Fri 9 Oct 2026- The spreadsheet connector is waiting on a new file path and could go stale if the file moves again.
- Sites with no parent trust may be missing from results until Sunita Bains classifies them.
Opportunities
As at Fri 9 Oct 2026- A second admin and a key-account manager trial would deepen adoption of the brain.
- Licence allocation will be checked at the review, which is a point to assess usage against the forty licences.
Transcript
Callie BrennanAfternoon, both. Can you hear me? Good. The plan for the next hour: first, where each connector stands. Second, what the first refresh showed. Third, the mapping questions that are still open, with a date against each. Sound good?
Helen VarleyAfternoon, Callie. Sounds good. Three points, I like it.
Sunita BainsAfternoon. Sorry, I'm eating a late lunch, I'll keep the camera off.- Callie BrennanNo problem at all. So, status. CRM is live and the first refresh has landed. Helpdesk is connected and loading. The order system access arrived on Wednesday, so that's connecting now. The spreadsheet is the one still waiting.
- Sunita BainsYes, I've been meaning to say about the spreadsheet. The person who keeps it moved the file last week, so the path I gave you won't work.
- Callie BrennanThank you for flagging that, it's exactly the kind of thing that breaks a connector quietly. What I need from your side is the new location in writing, and that nobody moves it again without telling you. Can you do that?
- Helen VarleyI'll tell her. She'll move it again otherwise, I know she will. What's driving the need for it to stay put?
- Callie BrennanThe connector reads it from a fixed place each night. If the file moves, the brain doesn't fail loudly, it just goes on showing last week's renewals, which is worse. So a stable home matters.
- Helen VarleyRight. Then it stays put. Next.
- Callie BrennanSecond, the refresh. Sunita, I'd like to go through the account mapping with you. When I checked your export, most accounts mapped cleanly to trusts through the parent field, but a number of sites had no parent. I listed them in the shared note.
- Sunita BainsI saw the list. Some of those are care homes that aren't part of a trust at all, so blank is correct. Others are mistakes and I can fix them.
- Callie BrennanThat's what I hoped. Can you mark each one as correct blank or to fix? Then I can set the mapping rule and we don't have to revisit it.
- Sunita BainsYes, I'll do it in the note by Tuesday.
- Helen VarleyCan I see what it looks like now? Even half finished. I'd like my NHS key-account manager to try it.
- Callie BrennanYes, let me share. This is the account page for one trust, the CRM data only for the moment. Contacts, open opportunities, notes. Helpdesk tickets are starting to appear on the right. Orders will follow once that connector finishes its first load.
- Helen VarleyThat's useful already. And I can ask it a question?
- Callie BrennanYou can. Try asking which trusts have open delivery tickets. Go on. There, grouped by trust. If it isn't what you expected, say so, because that tells me where the mapping needs work.
- Helen VarleyMm. That looks right. But it's missing one I know has a ticket.
- Callie BrennanWhich one? Because that's likely one of the blank parents, and we'll catch it once Sunita has done the list.
- Sunita BainsThat would be it. I'll make that one first.
- Callie BrennanThird, ownership. The setup note names you, Sunita, as owner of the CRM connector, and the helpdesk and order system have named owners on the note as well. Helen, have you thought about a second admin?
- Helen VarleyYes. One of the senior people in operations, she's methodical. I'll put her forward.
- Callie BrennanLovely. Then she and Sunita both come to the training session, which I'll book for after the order system is loaded.
- Sunita BainsOne question on users. We have forty licences. Do I have to decide today who gets them?
- Callie BrennanNo, the licences are yours to allocate whenever you want. I'd start with the key-account managers and add from there, and we can check usage at the review.
- Callie BrennanBrilliant. Thanks both, speak soon. Thanks, Callie.
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