Fairhallow Travel / BG-Demo – Onboarding
Callcompleted
Fairhallow Travel · 27 Jan 2025 13:30
Onboarding call with Fairhallow Travel on the Growth tier. Three connectors are planned, access must be confirmed in writing, and Becky Lawton worried that her boss will ask what the money buys.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Fairhallow Travel on the Growth tier. Three connectors are planned, access must be confirmed in writing, and Becky Lawton worried that her boss will ask what the money buys.
What happened: Callie Brennan set the first phase as three connectors: the CRM, the helpdesk and the booking exports. Leanne Moss owes a sample file, folder structure and an old-to-new client name spreadsheet by Wednesday.
Customer view: Becky wants everything visible by client for her account managers. She also raised a worry that Simon will ask what they have for the money.
Commercial: She called thirty-nine thousand six hundred not nothing for them. A first review pack by client is the answer, so early delivery protects the renewal.
Watch: Helpdesk permissions sit with a slow IT colleague, and written access is a hard rule. Users are held back until there is something to see.
Themes
As at Fri 9 Oct 2026Theme
Connector plan, value worry
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Leanne Moss to send the sample file, folder structure and name spreadsheet by Wednesday.
- Leanne Moss and Becky Lawton to resolve the helpdesk permissions with IT.
- Callie Brennan to propose a training date once the first refresh is through.
Risks
As at Fri 9 Oct 2026- Simon is likely to question the cost, and Becky Lawton needs a concrete first review pack to answer him.
- Helpdesk permissions depend on a slow IT colleague, which could delay the connectors.
- Client names have been renamed since, so the by-client mapping may be slow to get right.
Opportunities
As at Fri 9 Oct 2026- A by-client review pack could make the value visible to Simon and support the renewal.
- The accounting system is planned as a later connector once the first refresh lands cleanly.
Transcript
Callie BrennanHi both, can you hear me all right? I've got you on screen. Hi Leanne, hi Becky.
Becky LawtonHi Callie, yes, loud and clear. Sorry, I've literally just come out of a client meeting, so I'm still a bit buzzing. The client's travel policy is a nightmare, they've got three different approval routes.
Leanne MossAfternoon. I can hear you fine. Becky's been telling the whole floor about it.- Callie BrennanHa, well, that's exactly the sort of thing we want the brain to help with. Right, so here's the plan for the next hour or so. First, I'll tell you where we are with the connectors. Second, what I need from your side is access and a named owner for each source. Third, we agree the order, so that before we switch on the refresh everything's in writing. Does that work?
- Becky LawtonLove that. Go on.
- Callie BrennanOkay. You're on the Growth tier, so you've got room for forty users and eight connectors. For this first phase I'd like to connect three: your CRM, the helpdesk and the booking exports. Then the accounting system comes later, once the first refresh has landed cleanly.
- Leanne MossFine by me. The booking exports are the awkward one. They come out of a system that only does scheduled files, there's no proper live connection.
- Callie BrennanThat's fine, scheduled files land in your Snowflake account just as well. Where do they get dropped at the moment?
- Leanne MossA shared folder. I'd have to check the exact location, I don't want to say the wrong thing. I think it's one folder per client but it might be one per month.
- Callie BrennanNo problem, that's the first thing on the list. Could you send me a sample file and the folder structure by Wednesday? Not real client data if you can avoid it, just the shape of it.
- Leanne MossYeah, I can strip out the names. Wednesday's fine.
- Becky LawtonCan I ask something? When all this is connected, can we see it by client? That's the only thing my team cares about. They need to walk into a review and know bookings, tickets, everything, for that one client.
- Callie BrennanYes, that's the point of mapping the client field across all three sources, and it's the part I want to get right. At the moment the CRM calls them accounts, the helpdesk calls them organisations, and I'd guess the booking file has a client code.
- Leanne MossClient code, yes. And it doesn't always match the CRM name. Some of them have been renamed since.
- Becky LawtonOh, that'll be the ones where the parent company changed. Leanne, didn't we have a list?
- Leanne MossI've got a spreadsheet of old and new names. It's not pretty.
- Callie BrennanPretty doesn't matter. Send me that as well and I'll build the mapping from it. I won't say it maps cleanly until I've checked the file against the CRM, so give me a couple of days on that.
- Becky LawtonBrilliant. Sorry, you were saying about access.
- Callie BrennanRight. For the CRM I need a read-only integration user, and I need it confirmed in an email, not on a call. For the helpdesk the same. I never start a connector without written access, so that's a hard rule, I'm afraid, nothing personal.
- Leanne MossNo, that's sensible. Our security people would want it that way anyway. We did raise a ticket last week about the helpdesk permissions, actually. That's the priority one.
- Callie BrennanYes, I've seen it. Is the helpdesk admin on your side, or is it someone in IT?
- Leanne MossA colleague in IT. I can chase them, but they're slow at the moment. They've got a project on.
- Becky LawtonTell them it's from me. I'll have a word.
- Callie BrennanThat would help, thanks Becky. So that's the actions so far. Leanne, sample file, folder structure and the name spreadsheet by Wednesday. Leanne and Becky between you, the helpdesk permissions.
- Callie BrennanNow, users. I can see only a couple of you have logged in so far, which is normal at this stage. The brain's empty until the first refresh, so there's not much to look at yet. Leanne, you're the admin, so you'll be the one who can add people.
- Leanne MossOkay. Should I add the whole account management team now, or wait?
- Callie BrennanWait. If they log in to an empty brain they'll decide it's broken and never come back. I'd rather add them at the training session, when there's something to see.
- Becky LawtonYes, that's right. My lot are impatient. Don't give them a half-finished thing.
- Leanne MossMm. So when's the training?
- Callie BrennanI'll propose a date once the first refresh is through. At this pace, I'd say a few weeks. I'll put it in the setup note.
- Becky LawtonAnd that setup note, who gets it?
- Callie BrennanBoth of you, and I'll keep it updated after every call, so there's one place to look. Connector, owner, date, status. I never hand over without one.
- Leanne MossGood, because I'm the one who'll end up running this day to day.
- Callie BrennanThat's exactly why. My aim is that by the end you can run it without me. Anything else before we finish? We've got a little time.
- Becky LawtonJust a worry, really. Simon's going to ask me what we've got for the money. Thirty-nine thousand six hundred is not nothing for us.
- Callie BrennanUnderstood. The best answer is a good first review pack by client, and that's what we're building towards. Let's get the data connected and then you'll have something concrete to show him.
- Becky LawtonThat's all I need. Thanks Callie.
- Leanne MossThanks. I'll get those files over to you.
- Callie BrennanBrilliant. Speak soon, both. Bye.
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