Hollowmere Care Group / BG-Demo – Kickoff
Callcompleted
Hollowmere Care Group · 9 Apr 2026 16:00
Kickoff for Hollowmere's Enterprise build after signature on 1 Apr 2026. Imran Qureshi flagged single admin as a risk, and Natasha Pryor said only she and Josh Fairburn ask questions so far. Connector waves and owners were agreed.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for Hollowmere's Enterprise build after signature on 1 Apr 2026. Imran Qureshi flagged single admin as a risk, and Natasha Pryor said only she and Josh Fairburn ask questions so far. Connector waves and owners were agreed.
What happened: Hamza Akhtar set out the contract (Enterprise, one hundred and seventy licensed users, to 31 Mar 2027) and a three-wave connector plan. Owners were named per source.
Customer view: Natasha wants commissioner reporting per home and something specific for the board after the first month. Imran raised single sign-on, admin rights and resident-identifiable data in incident records.
Watch: Josh is the only named admin, and only Natasha and Josh ask questions. The incident export is manual and weekly at best.
Next: Imran will nominate a second admin by the end of the week and review the field list with Josh. Natasha will bring Shona in.
Themes
As at Fri 9 Oct 2026Theme
Enterprise 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- Imran Qureshi to nominate a second admin by the end of the week.
- Hamza Akhtar to send the written plan the same day, with owners per source and wave order.
- Natasha Pryor to bring Shona and other home managers in early.
Risks
As at Fri 9 Oct 2026- Josh Fairburn is the only named admin, which is a key-person risk until a second admin is nominated.
- Only two people are asking questions, so adoption is narrow.
- The incident records come from a manual weekly export and contain resident-identifiable data.
Opportunities
As at Fri 9 Oct 2026- Bringing in the quality team and home managers early would broaden use and strengthen the value case.
- Single sign-on and provisioning are included in Enterprise and can be set up against the identity provider.
Transcript
Hollie GrieveHello, hello, good afternoon. I think we've got most people. Natasha, Josh, hi. Imran, are you with us?
Imran QureshiHere, yes. Afternoon. I had to come out of another meeting, so I may have to leave a little early.- Hollie GrieveNo problem at all, we'll do your bits first. I'm Hollie, I'm your customer success manager. And this is Hamza, who will be running the implementation with you.
Hamza AkhtarAfternoon, everyone. Pleased to be working with you. I'll be your main contact for the build.
Natasha PryorAfternoon. Good to be at this stage. The problem I want solved this month is still the same: commissioner reporting per home. So I'd like the contact and invoice sources live first.- Hamza AkhtarThat's how I've planned it. Let me give you the shape. You signed on 1 Apr 2026, you're on Enterprise, with licensed users for one hundred and seventy people, and the contract runs to 31 Mar 2027. Today is about who owns what, and what order we do things in.
- Imran QureshiCan I ask the security questions now, then, before I go? Mainly single sign-on, who has admin rights, and where the data physically sits.
- Hamza AkhtarOf course. The data sits in your own Snowflake account, we run the brain inside it. Single sign-on and user provisioning are part of Enterprise, so we'd set those up against your identity provider. For admin rights, Josh is currently the named admin.
- Imran QureshiOne admin is a risk, though. If Josh is off, or leaves, who has the keys?
Josh FairburnFair. I've been saying that. I'd like a second person, ideally someone in Imran's team.- Imran QureshiWe can nominate someone. I'll come back to you by the end of the week.
- Hollie GrieveThat's really helpful, thank you. I'll note it as an action for you, Imran, and I'll check in on it.
- Hamza AkhtarOn to the connectors. First wave is the CRM, the helpdesk and the accounting system. They're standard, and I'd expect them to load quickly once access is granted. Second wave is the shared mailbox and the call recorder. Third is the incident records, which will need a little design.
- Natasha PryorWho needs to approve the access? I don't want us waiting on a signature for a week.
- Hamza AkhtarFor each source, there's an owner on your side. I'd suggest we write it down now. CRM, who owns it?
- Natasha PryorJosh can approve the CRM, he administers it. Helpdesk, same. Accounting system is finance, and I'll chase that myself.
- Josh FairburnThe incident system is the awkward one. I run the export manually at the moment.
- Hamza AkhtarYes, I have that from the earlier technical sessions. If you can drop the export file to a shared location on a schedule, we'll pick it up from there. Can you do that?
- Josh FairburnWeekly, I could. Nightly would need the supplier to do something.
- Hollie GrieveWeekly to start is fine, and then we can look at nightly once the rest is running. Honestly, I'd rather get something live and improve it.
- Imran QureshiAnything that ends up in the brain, I'd like to know whether it contains resident-identifiable data. Some of those incident records do.
- Hamza AkhtarThey'll do, yes. We can scope which fields get loaded, and mask or leave out what isn't needed for the reporting. I'd suggest you and Josh go through the field list with me, so the decision is yours.
- Imran QureshiThat works. Put me in the invite.
- Natasha PryorWhat does success look like at the end of the first month? I want to be able to tell the board something specific.
- Hollie GrieveLet me suggest three things. The first wave of connectors loading, a page per home with contact and invoices, and a handful of your team asking real questions, not just trying it out. And we'll look at usage together, so it's evidence.
- Natasha PryorGood. That I can take to the board. Who's asking questions, though? At the moment it's me and Josh.
- Hollie GrieveThat's the thing to watch. If it's only two of you, that's a risk, and I'd want the quality team and a few home managers in early. Shona, I think, was keen.
- Natasha PryorShe was. I'll bring her in.
- Imran QureshiI'm going to have to drop off, I'm sorry. Actions as I have them: second admin by the end of the week, field list review with Josh. Anything else?
- Hamza AkhtarThat's it, thank you Imran. I'll send the written plan today.
- Imran QureshiThanks all.
- Hollie GrieveOkay, so in writing after the call: owners per source, the wave order, the field review, and the first-month measures. Anything I've missed, Natasha?
- Natasha PryorNo, that's it. Thanks, both.
- Hamza AkhtarThanks, all. Speak soon.
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