Pentreath Cold Chain / BG-Demo – Onboarding
Callcompleted
Pentreath Cold Chain · 17 Jan 2024 16:15
On the 17 Jan 2024 onboarding call the first refresh had landed and Kerensa Trelease liked the client page. Callie Brennan agreed fixes for merged tickets and a first wave of four account managers.
What was said
What this says
As at Fri 9 Oct 2026On the 17 Jan 2024 onboarding call the first refresh had landed and Kerensa Trelease liked the client page. Callie Brennan agreed fixes for merged tickets and a first wave of four account managers.
What happened: Callie Brennan showed the first refresh. Helpdesk and the contracts folder loaded overnight, and the order system followed once access was confirmed in writing.
Customer view: Kerensa Trelease reacted well to orders and tickets on one page. She also wants the team independent of BG-Demo, citing a past supplier that was slow to answer.
Commercial: Licences cover 50 users but only Kerensa and Dan Hosken are really using the brain so far. The first wave is four account managers, so adoption depends on that walk-through.
Watch: Dan asked how he would know if a connector stops loading. Callie pointed to the per-connector status and flat record counts, to be written into the setup note.
Themes
As at Fri 9 Oct 2026Theme
First refresh and rollout
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan to fix the merged-ticket mapping, re-run that month and send walk-through options and a draft setup note.
- Kerensa Trelease to email the invite list in writing after the call.
- Dan Hosken to go through the odd excursion types with Kerensa and confirm the re-run matches.
Risks
As at Fri 9 Oct 2026- Only two people use the brain so far, so value depends on the four account managers being onboarded well.
- A broken connector would go unnoticed unless Dan checks the admin status page, as he will not watch it daily.
- Merged tickets inflated one month's counts, so reconciliation trust depends on the re-run matching.
Opportunities
As at Fri 9 Oct 2026- Roll out the 50 licences in waves, starting with four account managers and then the wider account team.
- Customer-owned credentials and setup note build self-sufficiency, which supports a later renewal conversation.
Transcript
Callie BrennanAfternoon, both. Can you hear me? I'm in a different room today, so shout if it sounds echoey.
Dan HoskenSounds fine. Kerensa's coming, she's finishing a call with a client.
Kerensa TreleaseHere, sorry, sorry. That was the client with the held pharmaceutical load from last week. They're happy, we told them first. Right, go on.- Callie BrennanLovely, that's a good way to start. So, plan for the hour: I'll show you where the first refresh landed, we'll go through Dan's reconciliation, then talk about who gets invited and what the setup note should cover.
- Kerensa TreleaseSo it did land?
- Callie BrennanIt landed. Helpdesk and the contracts folder both loaded overnight, and the order system came through after Dan's colleague confirmed access in writing on Monday. I'll share the screen.
- Callie BrennanBear with me. Okay. This is the client page for one of your food clients. Recent excursions at the top, open orders underneath, contract review status at the bottom.
- Kerensa TreleaseOh, that's it. That's the thing. Orders and tickets on the same page. Can I click into the excursion?
- Callie BrennanGo ahead, or tell me and I'll click. It opens the ticket with the readings that were attached and the order it relates to.
- Kerensa TreleaseAnd that's the load from the compressor fault? What happened to the load, does it say?
- Dan HoskenIt says what the ticket says. If the agent wrote it up properly, you get the outcome. Otherwise it's blank.
- Callie BrennanWhich brings me to Dan's reconciliation. Dan, do you want to say how it went?
- Dan HoskenMostly good. Ticket counts per depot match the helpdesk for every month except one, where the brain shows a few more. I think that's tickets that were merged on our side, and the brain has both halves.
- Callie BrennanThat's my reading too. I checked it against the merge flag and it looks like exactly that. I'd rather treat the merged ones as one, so I'll fix the mapping and re-run for that month. Does that sound right to you?
- Dan HoskenYes. That's what I'd want.
- Callie BrennanGood. And the excursion type column, the free-text one. I've grouped the common spellings together, so temperature breach, excursion and the like all land under one heading. There's a long tail of odd ones that I've left as they are rather than guess.
- Kerensa TreleaseThat's honest. Better than guessing. Show me the odd ones some time, I'll tell you what they mean. Half of them are driver shorthand.
- Dan HoskenI'll go through them with you. And never blame the driver without the data, remember.
- Kerensa TreleaseExactly. Facts first.
- Callie BrennanRight, users. You're licensed for 50, and at the moment it's still really just the two of you, and Dan's colleague has had a look. Kerensa, who did you pick for the first wave?
- Kerensa TreleaseFour account managers, the ones who handle the larger food clients. They're the ones getting the calls. I want them in before the rest so that they can tell me what's missing.
- Callie BrennanSensible. Then I'd suggest a short walk-through for those four before they log in, so they know what to ask and what not to trust yet. Half an hour is plenty. Then the rest of the account team the week after.
- Kerensa TreleaseI'd do that. When can you do the walk-through?
- Callie BrennanEarly next week, I'll send options tonight. And I'll book it so you're in it too, Dan, because the questions will come to you after.
- Dan HoskenFine. One thing I want to ask while we're here. If a connector stops loading, how do I know? Because I won't be watching it every day.
- Callie BrennanGood question. In the admin page there's a status per connector, with the last successful load. If the record count goes flat for a few days, that's your sign. I'll put that, with a screenshot, in the setup note. And if it's a credential that's expired, it'll say so.
- Dan HoskenOkay. And the credentials, whose are they?
- Callie BrennanThat's the other thing for the note. I'll list each source, who set up the access, and who to ask when it needs renewing. I'd like those to be your team's names and not mine, so you're not waiting on me.
- Kerensa TreleaseGood. I don't want us dependent on anyone outside. Last supplier took a week to answer a simple question.
- Callie BrennanUnderstood, and the note will cover most of it. Right, let me summarise what happens next so nobody's guessing. Me: fix the merged tickets, re-run that month, send the walk-through options and a draft of the setup note. Dan: the list of odd excursion types with Kerensa, and confirm the re-run matches. Kerensa: invite list to me in writing.
- Kerensa TreleaseDone, I'll email it after this.
- Dan HoskenSame from me.
- Callie BrennanBrilliant. Thanks both. Speak soon.
- Kerensa TreleaseCheers, Callie.
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