Silverbeck Energy Services / BG-Demo – Onboarding
Callcompleted
Silverbeck Energy Services · 5 Jan 2026 13:15
On 5 Jan 2026 Laura Penhaligon checked in with Kirsty Ingham and Oliver Kirkby before training. The soft launch had no issues, and Kirsty asked about adding users later. Support moves to Amara after go-live.
What was said
What this says
As at Fri 9 Oct 2026On 5 Jan 2026 Laura Penhaligon checked in with Kirsty Ingham and Oliver Kirkby before training. The soft launch had no issues, and Kirsty asked about adding users later. Support moves to Amara after go-live.
What happened: Oliver and Kirsty reported a quiet soft launch with working searches. Laura outlined the hands-on training the next day, about an hour and a half, and a week of query monitoring.
Customer view: Kirsty said people are finding what they need. She asked about adding more users later.
Commercial: Laura said there is capacity in the licence, so a few more users is straightforward and is a conversation with Amara. The evidence does not show the tier or the user numbers.
Watch: Laura said support tickets get a response within a couple of hours. The evidence does not show whether that matches the order form.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to run the hands-on training the next day and monitor queries for the first week.
- Amara to pick up adoption and support after go-live and follow up on adding users.
Risks
As at Fri 9 Oct 2026- The response time Laura quoted may not match the support level in the order form, and the evidence does not show it.
- Ownership passes from Laura to Amara at go-live, so the handover needs to be clean.
Opportunities
As at Fri 9 Oct 2026- Kirsty asked about adding users, which is headroom for extra users within the licence.
Transcript
Laura PenhaligonRight, so this is just a quick check-in before the training tomorrow. How's the soft launch been going?
Oliver KirkbyGood. A few people have had a play with it. No issues reported so far.- Laura PenhaligonGreat. Anything come up that looked odd?
Kirsty InghamNo, the searches are working. People are finding what they need.- Laura PenhaligonBrilliant. So tomorrow's training. I'll run a few example queries, then hands-on, everyone logs in, I walk them through some searches and show them how to build a simple page.
- Oliver KirkbyHow long's that going to take?
- Laura PenhaligonAbout an hour and a half. I'll keep it practical. I'll monitor the queries for the first week, make sure nothing's broken, make sure people are comfortable asking questions.
- Oliver KirkbyAnd after that?
- Laura PenhaligonYou're live. Amara takes over. She's your main contact for any adoption questions or support.
- Kirsty InghamAnd we can add more users later if we need to?
- Laura PenhaligonYes. That's a conversation with Amara. You've got capacity in your licence, so adding a few more is straightforward.
- Laura PenhaligonWe monitor support tickets, never longer than a couple of hours for a response.
- Oliver KirkbySounds good. See you tomorrow.