Hollowmere Care Group / BG-Demo – Onboarding
Callcompleted
Hollowmere Care Group · 17 Apr 2026 16:15
Onboarding call on 17 Apr 2026. A column change in the incident export broke the second load. Accounting connector still awaits finance approval. Usage is a handful of people, with the quality lead waiting on incident data.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 17 Apr 2026. A column change in the incident export broke the second load. Accounting connector still awaits finance approval. Usage is a handful of people, with the quality lead waiting on incident data.
What happened: Josh Fairburn reported that the weekly incident export changed layout after the homes team added a field. Hamza Akhtar confirmed the second file loaded with columns in the wrong place and agreed to fix the mapping and re-run the load.
Customer view: Natasha Pryor wants a ticket logged as an evidence trail if the board asks why incident data was late. She also will not accept a dashboard without its source, and Hamza confirmed each tile links back to source records and last load time.
Commercial: Only a handful of people are using the brain, and Shona is waiting on incident data before starting. Dashboards are not limited on Enterprise, so building the first page is a clear adoption step.
Watch: The accounting connector is waiting on finance approval, and the invoices view is what the CFO will ask for first.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to fix the incident mapping, re-run the load and confirm when it is clean.
- Josh Fairburn to raise a ticket for the record, and Natasha Pryor to chase finance approval and brief the homes team lead.
- Hamza and Josh to build the first page together on the next call.
Risks
As at Fri 9 Oct 2026- The incident export layout changed without warning and loaded wrong values, which could repeat if the homes team changes it again.
- The accounting connector is still waiting on finance approval, delaying the invoices view the CFO wants first.
- Only a handful of people use the brain so far, so early value is not yet visible.
Opportunities
As at Fri 9 Oct 2026- Build the first saved page on repeat incidents and family complaints, the commissioner question, to show value quickly.
- Bring in the quality side, starting with Shona, once the incident data is correct.
Transcript
Hamza AkhtarAfternoon, Natasha, afternoon Josh. Sorry, I'm a minute or two late, the last call overran.
Natasha PryorAfternoon. No problem, we've been chatting about the weekend. Josh was telling me about his new bike.
Josh FairburnIt's not that interesting. Hi, Hamza.- Hamza AkhtarHa. Good. Right, let me start with where we are. The CRM and the helpdesk connectors are loading. The accounting system is waiting on approval from your finance team. Is that still right, Natasha?
- Natasha PryorIt is, and that's on me. I chased it this morning, and I've been told early next week. I know it's holding us up.
- Hamza AkhtarUnderstood. It's the invoices view that matters most to your CFO, I think, so it's worth keeping on top of.
- Natasha PryorIt is. He'll ask me for it first.
- Josh FairburnCan I raise the incident export? I've set up the weekly drop, like we said. Two files so far. But the second one had a different column layout from the first.
- Hamza AkhtarRight. That's the sort of thing I was worried about. What changed?
- Josh FairburnSomeone in the homes team added a field for the type of notification, so everything after it shifted along.
- Hamza AkhtarOkay. Then the load will have gone wrong, or will have loaded wrong values. Let me look at the status page while we talk. Give me a second.
- Hamza AkhtarYes, here it is. The second file loaded, but a couple of the columns are in the wrong place. I'll fix the mapping on our side, and I'd suggest we re-run the load. It won't touch the other connectors.
- Natasha PryorIs that a ticket? I'd like it logged. I want the evidence trail if the board asks why incident data was late.
- Josh FairburnI raised one already, last week, about the access to the helpdesk. This would be a second.
- Hamza AkhtarPlease do raise it, it's useful for the record. And it's not a failure on anyone's part. Systems change. The thing I'd ask is that when somebody in the homes team wants to change the export, Josh hears first.
- Natasha PryorI'll make that a rule. I'll tell the homes team lead on Monday.
- Hamza AkhtarOn usage, then. Only a handful of people are in the brain so far. Natasha, you, Josh, and one or two others. I'd like to get more of your team using it this month, and particularly the quality side.
- Natasha PryorShona has been waiting for the incident data before she starts. That's the honest reason it's quiet.
- Hamza AkhtarThat makes sense. Then fixing the mapping is the priority, and I'll tell you when it's done. What would be the first question you want Shona to ask?
- Natasha PryorWhich homes have repeat incidents and a family complaint in the same quarter. That's the commissioner question. Let's start with the homes that shout loudest.
- Josh FairburnI could build that as a saved page, once the data is right. Is that something I do, or you?
- Hamza AkhtarYou, with me beside you the first time. It's a good way to learn the builder. Dashboards are not something Enterprise limits you on, so build as many as you find useful.
- Natasha PryorOne thing. I never accept a dashboard without its source. Can each tile show where it came from?
- Hamza AkhtarYes, each one links back to the source records and the last load time. I'll show Josh how to switch that on by default.
- Hamza AkhtarSo, actions. I fix the incident mapping and re-run it, and let you know once it's clean. Josh raises the ticket for the record. Natasha chases finance for the accounting approval and speaks to the homes team about changes. And next time, we build the first page together.
- Natasha PryorThat's what I have. Thanks, Hamza.
- Josh FairburnCheers. Speak soon.
- Hamza AkhtarThanks both. Speak soon.