Auerhain Industrietechnik / BG-Demo – Onboarding
Callcompleted
Auerhain Industrietechnik · 26 May 2026 10:30
Onboarding check-in with Markus Hofmann. Salesforce and Zendesk data loaded cleanly, with about a hundred old tickets unmatched. Training for ten service staff and a soft launch with a few power users follow.
What was said
What this says
As at Fri 9 Oct 2026Onboarding check-in with Markus Hofmann. Salesforce and Zendesk data loaded cleanly, with about a hundred old tickets unmatched. Training for ten service staff and a soft launch with a few power users follow.
What happened: Markus reported the data loaded, custom Salesforce fields searchable and no refresh problems seen so far. Ollie Pearson proposed flagging the unmatched old tickets as 'no live account' and leaving them.
Customer view: Markus is comfortable with the data and with the plan. He said "That gives me confidence." when told Ollie would be on standby during rollout.
Commercial: Nothing on price or renewal. A clean onboarding supports adoption of the subscription, and the unmatched historical tickets could later feed a dashboard.
Watch: Attendance is not yet confirmed. Markus has to check numbers with a colleague, Lena, and the nightly refresh was not independently confirmed on the call.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Ollie sends the training schedule and light prep materials.
- Ollie and Markus confirm training numbers and dates at the Monday touch-base.
Risks
As at Fri 9 Oct 2026- Training attendance is not yet confirmed and depends on Markus checking numbers with a colleague.
- The nightly refresh was not verified on the call; Markus is to check the Snowflake logs himself.
Opportunities
As at Fri 9 Oct 2026- Unmatched historical tickets could feed a later dashboard, deepening use of the dashboard builder.
Transcript
Ollie PearsonHi Markus. How are we doing?
Markus HofmannGood. Week two's over. I've got the data loaded and we've done a first review.- Ollie PearsonGreat. What does the data look like? Any gaps?
- Markus HofmannSalesforce looks clean. Three thousand accounts all came through. Zendesk tickets are all there too. I'm not sure the linking is right though. Some tickets aren't matching to accounts.
- Ollie PearsonHow many are unmatched?
- Markus HofmannMaybe a hundred out of five thousand three hundred. They're mostly from a few years back, though. Dead accounts.
- Ollie PearsonThat makes sense. Old tickets from accounts you've closed. Is the ninety-five percent of live tickets matching correctly?
- Markus HofmannYeah, the recent stuff looks right.
- Ollie PearsonPerfect. We can flag the unmatched ones as 'no live account' and leave them. You could surface them in a dashboard later if you want historical insight, but they're not going to hurt you.
- Markus HofmannOK. What about custom fields from Salesforce?
- Ollie PearsonAll loaded. Are they showing up in the brain queries?
- Markus HofmannYeah. I tested a search for accounts by one of our custom picklists. Worked fine.
- Ollie PearsonBrilliant. Anything else in week two that was unclear?
- Markus HofmannThe nightly refresh. It ran on schedule?
- Ollie PearsonCheck your Snowflake logs. You should see a job run at about midnight your local time, done by 07:00. Any errors will show up there.
- Markus HofmannI'll check. No problems I've seen so far.
- Ollie PearsonGood. So next is week three, training. I'm sending you a schedule for Tuesday and Wednesday. Full day both days, but we'll break it into morning theory and afternoon hands-on.
- Markus HofmannHow many people should attend?
- Ollie PearsonYou said ten service staff, right? Ideally all of them. And maybe one or two from management.
- Markus HofmannI'll check with Lena and confirm numbers.
- Ollie PearsonPerfect. I'll send prep materials tomorrow, just a quick read on what the brain does, a couple of use-case videos. Nothing heavy.
- Markus HofmannOne more thing. When do people go live?
- Ollie PearsonAfter training, so end of next week. We'll do a soft launch with four or five power users first. They'll use it on real work for a day, let us know if something's broken. Then week four we open it to everyone.
- Markus HofmannAnd you'll be around during that week?
- Ollie PearsonCompletely. I'll be on standby. Any issue, you reach out.
- Markus HofmannThat gives me confidence.
- Ollie PearsonGood. Let's touch base next Monday to confirm the training numbers and dates. Fair?
- Markus HofmannWorks for me.
- Ollie PearsonCheers, Markus. Speak Monday.