Fairhallow Travel / BG-Demo – Kickoff
Callcompleted
Fairhallow Travel · 3 Jan 2025 09:30
Kickoff with Becky Lawton and Leanne Moss on the Growth tier, forty users, annual contract of £40k to 31 Dec 2025. Customer is positive on the plan; timing before the review cycle and IT's worry about the booking system are the watch points.
What was said
What this says
As at Fri 9 Oct 2026Kickoff with Becky Lawton and Leanne Moss on the Growth tier, forty users, annual contract of £40k to 31 Dec 2025. Customer is positive on the plan; timing before the review cycle and IT's worry about the booking system are the watch points.
What happened: Callie Brennan set out scope, connectors and owners with Becky Lawton and Leanne Moss on 3 Jan 2025. Marcus Bell introduced himself as the post-implementation contact.
Customer view: Becky was glad of a plan with dates rather than a promise, and said the call felt organised. Simon signs but does not want to be involved.
Watch: Becky's team needs this before the review cycle, and Callie said not all of it is likely in time. Leanne said IT is nervous about the booking system and will probably want a call.
Commercial: Becky said Simon will ask what they get out of it, so the quarterly review with Marcus is the route to a value case.
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 to send the checklist and the plan with dates by the end of that week.
- Leanne Moss to get the written access emails to Callie early the following week.
- Callie to book a short onboarding call the week after to look at the first refresh.
Risks
As at Fri 9 Oct 2026- Becky's team needs the brain before the review cycle starts in a few weeks, and Callie said probably not all of it will land by then.
- IT is nervous about the booking system and may need a call before access is given.
- Simon signs but stays out of the project, so value must be shown to him separately.
Opportunities
As at Fri 9 Oct 2026- The quarterly review with Marcus can show questions asked, who asks and record refresh, giving Becky a value case for Simon.
- Marcus offered a call with Simon at any time and a list of what other travel clients want first.
Transcript
Callie BrennanGood morning, everyone, and happy new year. Here's the plan for the next hour. We'll cover the scope and timeline first, then the connectors and who owns what, then what I need from your side. Then questions. Does that suit?
Becky LawtonHappy new year! Perfect. Leanne's with me, we've both got coffee.
Marcus BellMorning all. I'm Marcus, the customer success manager. I'll be around after the implementation to help you get value from it. Nice to meet you properly, Leanne.
Leanne MossYou too. Morning.- Callie BrennanSo, scope. You're on the Growth tier, forty licensed users, annual contract of £39,600 which runs to 31 December 2025. Implementation is about eight weeks. What I'm aiming for is a clean first refresh, and an admin who can run things on her own by the end.
- Becky LawtonThat's me and Leanne, in that order of competence.
- Leanne MossThat's generous.
- Callie BrennanConnectors. From the order form, we've got the booking system, the helpdesk, your CRM and the drive where the review notes sit. That maps cleanly to what Hannah designed. Leanne, you've got the list of folders?
- Leanne MossI do. It's a bit longer than I'd like. People save notes in odd places. I've put the main ones first and the rest underneath.
- Callie BrennanThat's exactly right. We start with the main ones and add the rest. What I need from your side is written access for each source before we switch on anything. I never start a connector without it.
- Leanne MossWritten meaning an email? Or a form?
- Callie BrennanAn email from whoever owns the system is fine. I'll send a short checklist so it's clear what to include.
- Becky LawtonCan I ask about timing? The review cycle starts in a few weeks and my team needs this before then. Is that realistic?
- Callie BrennanHonestly, probably not all of it. The first refresh should land earlier than the full eight weeks, but I'd rather give you a real date after I've seen the access. I'll put a date against every step.
- Becky LawtonOkay. Fair. Better than a promise.
- Marcus BellI'd add, you'll have pages for your reviews even if the dashboards come later. I've pulled together what other travel clients tend to want first, and I can share that.
- Becky LawtonLove that. Please.
- Leanne MossWhat about the booking system? That's the one our IT team is most nervous about.
- Callie BrennanRead access only, via a service account you create. We don't write to it. And the data goes into your own Snowflake account, so it stays within your environment. If IT want a call, I'm happy to join.
- Leanne MossI think they would. I'll ask.
- Marcus BellA word on after the go-live. On Growth you get a quarterly review with me, where I look at how many questions are being asked, who's asking, and whether the records are being refreshed. Short, practical.
- Becky LawtonFine. Simon will ask what we get out of it, so that's useful.
- Marcus BellHappy to jump on a call with him, any time.
- Callie BrennanLet me read back who owns what. Leanne is the admin and owns the access emails. Becky is the sponsor for the business side and chooses the first pages. I'm the day-to-day contact for the build. Marcus owns the relationship after go-live. Have I missed anyone?
- Becky LawtonNo, that's right. Simon signs, but he doesn't want to be involved.
- Callie BrennanUnderstood. I'll keep him out of it, but I'll flag anything that's in his lane.
- Callie BrennanNext steps. By end of this week I'll send the checklist and the plan with dates. Leanne, can you get the access emails to me early next week?
- Leanne MossYes. I'll chase the owners today.
- Callie BrennanAnd I'll book a short onboarding call for the following week, so we can look at the first refresh together. Anything else?
- Becky LawtonNo. This feels organised, which is a relief.
- Marcus BellThanks, everyone. Speak soon.
- Callie BrennanThanks, all. Bye for now.
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