Hollowmere Care Group / BG-Demo – Onboarding
Callcompleted
Hollowmere Care Group · 14 May 2026 12:00
Onboarding call with Natasha Pryor and Josh Fairburn. Their need is per-home commissioner reporting with a traceable evidence trail. Natasha wants proof on a handful of homes before she presents to the board.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Natasha Pryor and Josh Fairburn. Their need is per-home commissioner reporting with a traceable evidence trail. Natasha wants proof on a handful of homes before she presents to the board.
What happened: Hamza Akhtar walked through the connector plan: CRM, helpdesk and accounting first, then incidents via the quality team mailbox. Single sign-on and SCIM were agreed, with Josh as admin.
Customer view: Natasha wants every number traced to its source before it goes to a commissioner. She is cautious about overselling to the board until it works on real homes.
Commercial: Hamza confirmed the term as 1 Apr 2026 to 31 Mar 2027 and the order form at £120k a year, on Enterprise. Hollie Grieve is the day-to-day contact and Matteo Ricci the account owner.
Watch: Incident data is split between a module and emailed forms, and the mailbox access needs IT approval. Josh has not set up SCIM before.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector plan
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to send the connector checklist and the access guide on the day of the call.
- Josh to send the shortlist of homes, the mailbox name and CRM and helpdesk credentials by the end of the following week.
Risks
As at Fri 9 Oct 2026- Incident data is split between a module and emailed forms, so the quality mailbox connector depends on IT approving access.
- Natasha is wary of presenting to the board before the brain is proven on real homes.
- Josh has not set up SCIM before, which could delay Enterprise single sign-on.
Opportunities
As at Fri 9 Oct 2026- Proving the brain on the handful of homes that drive most commissioner queries could build the case to widen use across the 170 licensed users.
Transcript
Hamza AkhtarHello, can you both hear me alright? I've got Josh on the line already, I think.
Josh FairburnYeah, hi Hamza, I can hear you fine. Natasha said she's just finishing another call, so she should be a minute.- Hamza AkhtarNo problem. How's the week been? Settled in properly now?
- Josh FairburnBusy, honestly. Lots of requests from the homes, everybody wants numbers by Friday. But it's good, it's the sort of thing the brain's meant to help with.
Natasha PryorSorry, sorry, I'm here. Hi both. Right, can I start with the problem I want solved this month? Commissioners keep asking us the same question about each home, which is who has been in touch, what incidents there were and whether the fees were invoiced. And at the moment that's three systems and a spreadsheet.- Hamza AkhtarThat's exactly what I'd like to anchor the plan on, so that's helpful. Family and commissioner contact, incidents, and fee invoices, all per home.
- Natasha PryorYes. And I've done this before, so I'll say now, what's the evidence trail? If a number goes in front of a commissioner I need to see which source it came from.
- Hamza AkhtarUnderstood. Every answer in the brain links back to the record it was built from, so that should sit well with you. Let me share my screen and walk through the connector plan.
- Josh FairburnGo on, I can see it. Is that the list from the order form?
- Hamza AkhtarIt is. You're on Enterprise, so there's plenty of room on connectors and the licence covers 170 users. I'd suggest we don't try to switch everything on at once. Start with the CRM where family contact is logged, the helpdesk, and the accounting system for fee invoices.
- Natasha PryorLet's start with the homes that shout loudest. We have a handful that generate most of the commissioner queries. If those look right, the rest will follow.
- Hamza AkhtarRight, I like that. So we load everything but we prove it on that handful first. Josh, could you pick which homes those are?
- Josh FairburnYeah, I can do that. Mm, I'd say five or six. I'll check with Natasha so we agree.
- Natasha PryorSend me the list and I'll cut it down. I don't want to oversell this to the board before we've seen it work on real homes.
- Hamza AkhtarFair. Then incidents. Where do those live today? Is it a system or is it forms?
- Josh FairburnA bit of both, to be honest. The newer homes use the incident module, and some of the older ones still email a form to the quality team. That's the messy bit.
- Hamza AkhtarOkay. That's worth knowing now rather than in week six. Mailbox is fine, we can bring in Microsoft 365 for that, but we'll want a clear rule for which mailbox and which folders.
- Natasha PryorThe quality team's shared mailbox. I'll get you the name. Josh, you can sort the access?
- Josh FairburnShould be able to, yes. I need our IT person to approve it, but that's quick.
- Hamza AkhtarGood. Next, access. As you're on Enterprise you'll want single sign-on and SCIM so people come in through your own directory. Josh, that'll sit with you as the admin, with a colleague in IT helping on the identity side.
- Josh FairburnOkay. Is there a lot involved there? I haven't set up SCIM before.
- Hamza AkhtarNot much. I'll send a short guide and we can do it together on the next call. Honestly, the harder part is deciding groups, like who sees which homes.
- Natasha PryorRegional managers see their own homes, my team sees everything, and finance sees invoices only. Keep it simple at first.
- Hamza AkhtarThat's a clean starting point. And just so we're all on the same page, the contract runs from 1 Apr 2026 to 31 Mar 2027, and the order form is £120,500 a year. Hollie Grieve will be your day to day contact after onboarding, with Matteo Ricci as the account owner.
- Natasha PryorFine, I know Matteo. Thanks for confirming.
- Josh FairburnOne thing, the nightly refresh. Will we see it fresh by the morning? The regional managers look at things first thing.
- Hamza AkhtarYes, the refresh completes by 07:00 on business days, so they'll have it before the morning round.
- Natasha PryorGood. Right, who does what? I'm sponsor, Josh is admin and owns the connectors, Hamza runs the plan. Anything else?
- Hamza AkhtarThat's it. I'll send the connector checklist and the access guide today. Josh, the shortlist of homes and the mailbox name, and credentials for the CRM and the helpdesk, by the end of next week if you can.
- Josh FairburnYeah, that's doable. I'll shout if IT are slow.
- Natasha PryorThanks both. Speak next week.
- Hamza AkhtarBrilliant, thanks everyone. Cheers, bye.
- Hamza AkhtarSorry, stopping the recording now. Bye.
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