Hollowmere Care Group / BG-Demo – Onboarding
Callcompleted
Hollowmere Care Group · 22 May 2026 12:15
Onboarding call on 22 May 2026 with Josh Fairburn. The accounting connector is amber because invoice home names do not match the CRM. The quality mailbox is blocked on IT sign-off. Single sign-on groups are untested.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 22 May 2026 with Josh Fairburn. The accounting connector is amber because invoice home names do not match the CRM. The quality mailbox is blocked on IT sign-off. Single sign-on groups are untested.
What happened: Hamza Akhtar and Josh Fairburn reviewed connector status. CRM and helpdesk are green, accounting is amber, and the quality team mailbox is still waiting on an IT access request.
Customer view: Josh wants the data trustworthy before widening use, so a mismatch is not found on day one. He says Natasha, who was absent at a commissioner meeting, cares most about where a number came from.
Commercial: The customer is on Enterprise, with single sign-on in progress. Josh is not confident with the SCIM part and asked for a joint session with IT. Wider rollout is deliberately held back.
Watch: The mailbox sign-off needs someone senior at the customer, and until it lands incident answers cover the newer homes only.
Themes
As at Fri 9 Oct 2026Theme
onboarding data mapping
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Josh sends the roughly forty-row name mapping sheet this afternoon.
- Hamza loads the lookup, re-runs the invoice connector and sends times for the single sign-on session.
- Josh chases IT on the mailbox, copying Natasha, and Hamza raises the sign-off with Hollie so the check-in picks it up.
Risks
As at Fri 9 Oct 2026- The quality team mailbox is still blocked on a senior IT sign-off, so incident answers cover only the newer homes.
- Invoice and CRM home names do not match yet, so a mismatch could undermine trust early.
- Single sign-on groups are untested and Josh is unsure of the SCIM part.
Opportunities
As at Fri 9 Oct 2026- Once the invoices line up, there is plenty of licence headroom to bring more managers into the brain.
- A joint single sign-on session with IT can finish the Enterprise identity set-up.
Transcript
Hamza AkhtarHi Josh, can you hear me? My audio's been a bit odd today.
Josh FairburnHi, yes, clear as anything. Natasha's tied up with a commissioner meeting so it's just me, hope that's alright.- Hamza AkhtarThat's absolutely fine, you're the one doing the hands on bit anyway. Happy Friday, by the way. Any plans for the weekend?
- Josh FairburnNothing exciting. Bank holiday traffic to avoid, mainly. You?
- Hamza AkhtarSame, hiding indoors. Right, shall we look at where we've got to? I'll share the connector status.
- Josh FairburnYeah, I can see it. So the CRM one is green, the helpdesk is green, and the accounting one is, what, amber?
- Hamza AkhtarAmber, yes. It's loading, but the home names on the invoices don't match the home names in the CRM. Some have a suffix, some don't. So the brain can't tie an invoice to a home reliably yet.
- Josh FairburnAh, that'll be our finance team. They name them by the cost centre. I can get you a mapping list, it's only about forty rows.
- Hamza AkhtarPerfect, that's all we need. A simple two column sheet, the finance name and the name the CRM uses. Then we load it as a lookup and the invoices will fall into place.
- Josh FairburnI'll do it this afternoon. What about the incidents? That's the one Natasha keeps asking about.
- Hamza AkhtarSo the incident module is in. The quality team mailbox is the one still waiting, because the access request is with your IT team.
- Josh FairburnYeah, I chased them on Tuesday. They said it needs a sign off from someone senior. I'll nudge again, I'll copy Natasha.
- Hamza AkhtarThat would help. Until then you'll see incidents for the newer homes only, and the answers will say so. I'd rather it was honest about the gap than looked complete.
- Josh FairburnAgreed. Natasha would say the same thing, she's very much about where did that number come from.
- Hamza AkhtarYes, I got that on the first call. Now, usage. There's a handful of people asking questions already, which is normal at this stage. Who's in there?
- Josh FairburnMostly my team and a couple of the regional managers. I've been showing them the page for each home. They like that bit.
- Hamza AkhtarGood. We've got 170 licensed users, so there's plenty of room to bring more people in once the data's trustworthy. I wouldn't rush it, though.
- Josh FairburnNo, I'd rather wait till the invoices line up. Otherwise someone will find a mismatch on day one and lose faith.
- Hamza AkhtarExactly that. Tickets, by the way. You've had a few open with us this month, none urgent. Anything bothering you that hasn't been raised?
- Josh FairburnNot really. One was just me asking how to filter by region, and the answer was fine. The other was a sync question that's now sorted.
- Hamza AkhtarGreat. Then the single sign-on. Did your IT colleague get anywhere with the directory side?
- Josh FairburnSort of. He's set up the app, but we haven't tested groups. Could we do that together? I'm not confident with the SCIM part.
- Hamza AkhtarOf course. Let's book a working session next week with your colleague in IT, and we'll do the groups by region as Natasha described. Then the managers sign in with their normal login.
- Josh FairburnBrilliant. Mm, that would take a load off.
- Hamza AkhtarRight, so to sum up. You send the name mapping this afternoon, you chase IT on the mailbox, and I'll load the lookup and re-run the invoice connector once it arrives. I'll also send times for the single sign-on session.
- Josh FairburnThat's all clear. Anything you need from Natasha?
- Hamza AkhtarJust that sign off for the mailbox. I'll mention it to Hollie as well so the check-in picks it up.
- Josh FairburnLovely. Thanks Hamza, speak next week.
- Hamza AkhtarThanks Josh, take care. Bye.
- Hamza AkhtarOh, and Josh, one last thing, I'll send the notes over today. Bye.
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