Hollowmere Care Group / BG-Demo – Onboarding
Callcompleted
Hollowmere Care Group · 24 Apr 2026 16:45
Onboarding call on 24 Apr 2026 with the data analyst. Agreed to connect invoices first, then incidents, then family contact. Service accounts, an incident owner and a small starting user group are still to settle.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 24 Apr 2026 with the data analyst. Agreed to connect invoices first, then incidents, then family contact. Service accounts, an incident owner and a small starting user group are still to settle.
What happened: Hamza Akhtar and Josh Fairburn agreed the connector order: fee invoices first because the data is tidy, incidents second with more care over mapping, family contact third. Josh has admin login working and described the brain as quite empty.
Customer view: Josh expects to start with himself, Natasha and a couple of regional managers, with home managers later. He noted that a past access request took a fortnight because nobody knew what was being asked.
Commercial: Hamza noted the contract gives the full Enterprise set of connectors, and the licence is for one hundred and seventy users, far above the starting group. That is headroom, not yet usage.
Watch: The owner of incident data is not yet known, and service accounts need finance systems and Snowflake access before the invoice connector can go live.
Themes
As at Fri 9 Oct 2026Theme
Connector sequencing and access
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to send the connector checklist, including the sender name for invite emails, the same afternoon.
- Josh Fairburn to find the incident data owner and tell Hamza by email.
- Hamza and Josh to set up the invoice connector live on the next call, with the service account ready.
Risks
As at Fri 9 Oct 2026- Service account creation depends on the finance systems team and may stall as a previous request did.
- The owner of incident data is not yet identified, which could delay the incidents connector.
Opportunities
As at Fri 9 Oct 2026- A licence far above the starting group leaves headroom for home managers to join once there is data worth their time.
- Starting with tidy invoice data gives a quick visible result for Natasha, who likes things she can see.
Transcript
Hamza AkhtarHello Josh, good afternoon. Can you hear me alright?
Josh FairburnYeah, loud and clear. Sorry, I'm a couple of minutes behind, I was stuck in a thing about rota exports. Anyway. Hi.- Hamza AkhtarNo problem at all, it's Friday, everyone's got something running over. So, the plan for today is fairly simple. You've got your admin login working, I think?
- Josh FairburnYes, I got in on Wednesday. It asked me to set up the authenticator and then I was straight in. It looks quite empty, to be honest.
- Hamza AkhtarThat's exactly right, it should be empty. The brain only fills up once we point it at your sources. That's today's job, really. Decide which sources go first and what order, then I'll do the setup with you on the next few calls.
- Josh FairburnRight. Natasha's view is that we start with what the commissioners keep asking about. So incidents, family contact and the fee invoices per home. She said you'd have heard the same from her.
- Hamza AkhtarI have, yes. And that fits well with the way the contract is set up, because you've got the full Enterprise set of connectors, so we're not rationing. The only question is sequencing. Which of those three is the cleanest data right now?
- Josh FairburnHmm. Honestly the fee invoices, because they come out of the accounting system and they're tidy. Incidents are messier. Different homes log them slightly differently, and some of the older ones are free text.
- Hamza AkhtarMm, that's normal for care operators with a lot of homes. So I'd suggest we connect invoices first, so you see something real quickly, and then do incidents with a bit more care about the mapping. Family contact third. Does that sit alright with you?
- Josh FairburnYeah, I think so. I'd want to check with Natasha, but I can't see her objecting. She likes things she can see, if you know what I mean.
- Hamza AkhtarUnderstood. Let me share my screen and show you what the connector setup looks like, so you know what you'll need to have to hand.
- Hamza AkhtarOkay, so you can see the connector list. Each one needs a service account on your side with read access only, and a note of which Snowflake schema it should land in. Remember the brain runs inside your own Snowflake account, so nothing leaves it.
- Josh FairburnRight, and who creates the service account? Is that me or do I need someone in IT?
- Hamza AkhtarFor the accounting system I'd guess someone in your finance systems team, because it's their tool. For Snowflake itself you're the admin, so that's you. I'll send you a short checklist after this so you can pass it on.
- Josh FairburnThat would help. Last time I asked for something like this it took a fortnight because nobody knew what I was asking for.
- Hamza AkhtarHa, yes. Put it in the checklist in plain words and name what it reads and doesn't write. People tend to approve those quickly. Now, the other thing on my list is users. You're licensed for one hundred and seventy people.
- Josh FairburnWhich is far more than we'll have at the start. I think it's me, Natasha, and maybe a couple of the regional managers to begin with. The home managers come later.
- Hamza AkhtarThat's sensible. Start small, get the data right, and then bring the home managers on once there's something worth their time. Nobody should be logging in to an empty brain.
- Josh FairburnAgreed. There was one thing. I raised a ticket about the invite emails, because one of them went to spam. Is that something you've seen?
- Hamza AkhtarI saw the ticket, and it's been picked up by support. It's down to your mail filtering, so the fix is allowing the sender on your side. I'll put the sender name in the checklist as well.
- Josh FairburnOkay, brilliant. Good, that's one less thing.
- Hamza AkhtarRight. Before we finish, let's go through who owns what, so I'm not guessing. You own Snowflake access and the admin side. Natasha owns what questions matter. Your finance team owns the invoice source. Who owns incidents?
- Josh FairburnThat's a quality and compliance person. I'll find out the right name and come back to you. Sorry, I should know this.
- Hamza AkhtarNo need to apologise, it's the first week. Just let me know by email. And for next time I'd like us to do the invoice connector live together, with the service account ready, if possible.
- Josh FairburnI'll try. If the account isn't there I'll tell you in advance so we don't waste your time.
- Hamza AkhtarPerfect. I'll send the checklist this afternoon. Have a good weekend, Josh.
- Josh FairburnYou too. Cheers, Hamza.
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