Pentreath Cold Chain / BG-Demo – Onboarding
Callcompleted
Pentreath Cold Chain · 24 Jan 2024 16:15
On the 24 Jan 2024 onboarding call Callie Brennan and the customer agreed four connectors under Growth, a client and depot name mapping, and phased user access before the first refresh.
What was said
What this says
As at Fri 9 Oct 2026On the 24 Jan 2024 onboarding call Callie Brennan and the customer agreed four connectors under Growth, a client and depot name mapping, and phased user access before the first refresh.
What happened: Kerensa Trelease described the pain: an excursion took three people and four screens to piece together. Callie Brennan tied that to what the customer bought and agreed four connectors: helpdesk, CRM, SharePoint and a scheduled export from the transport system.
Customer view: Kerensa wants ticket, order and contract terms in one place. She was clear that a wrong depot is worse than none.
Commercial: Finance have asked about invoices beside the client view, a possible later connector. Licences for fifty people will be switched on in waves once the data is trustworthy.
Watch: Dan Hosken is the only admin and wants a second person. Older helpdesk tickets carry free-text client names that need mapping.
Themes
As at Fri 9 Oct 2026Theme
Connector scope and name mapping
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Dan Hosken to send the access email and the distinct client names list by Friday.
- Callie Brennan to draft the mapping sheet, run a sample refresh early next week and send the checklist note.
- Kerensa Trelease to choose a second person to learn the admin screen.
Risks
As at Fri 9 Oct 2026- Free-text client names and mismatched depot codes could give wrong answers, which Kerensa said would be worse than none.
- Dan Hosken is the only admin, so absence would leave nobody who can run the brain.
- The order data depends on a scheduled export whose column names must stay stable.
Opportunities
As at Fri 9 Oct 2026- An invoices connector for finance would deepen use within the connector headroom of Growth.
- Phased activation of the fifty licences can widen use once the first refresh is trusted.
Transcript
Callie BrennanHello, hello. Can you hear me all right? I've got a slightly crackly headset today so shout if I sound like I'm underwater.
Kerensa TreleaseLoud and clear. Afternoon, Callie. Dan's just getting his camera sorted, he's on the other laptop.
Dan HoskenHere, sorry. Afternoon. The meeting link wanted me to update something first. Classic.- Callie BrennanNo problem at all. Right, so the plan for the next hour is this. First, we agree the list of sources we connect. Second, I tell you what I need from your side before we switch on the refresh. Third, we talk about how your client names line up across systems, because that's where these things usually wobble. Then next steps and who sends what.
- Kerensa TreleaseSounds right. Can I start with the thing that actually matters to my account managers, though?
- Callie BrennanPlease do.
- Kerensa TreleaseWe had an excursion last week on a pharma load out of Avonmouth. Client heard from us before they saw it, which is how it should be, but it took three people and four screens to piece together. Ticket, order, the contract terms on what counts as a breach. That's what I want in one place. Facts before feelings.
- Callie BrennanThat maps cleanly onto what you bought. Excursion tickets, orders and contract reviews, all hanging off the client. So the three sources I'd expect are the helpdesk, the CRM and wherever your order data lives. Dan, is that the full list or is there a fourth?
- Dan HoskenMostly that. The orders sit in our transport management system, which isn't one of the standard ones, so I'd need to give you a scheduled export. Contract reviews are just documents in a shared drive, folder per client.
- Callie BrennanOkay, a scheduled export is fine. What I need from your side is the export dropped somewhere we can both see, with the column names stable. If the columns move around every week the refresh will complain, and rightly.
- Dan HoskenThey shouldn't move. I own the export job, so I can promise they won't without telling you.
- Callie BrennanLovely, I'll hold you to that. And the shared drive. Is it Microsoft 365 or Google Workspace?
- Dan HoskenMicrosoft 365, SharePoint underneath. The client folders are in one document library, which helps.
- Callie BrennanThat's a good start. One library, one connector. So that's helpdesk, CRM, SharePoint and the export. Four connectors, comfortably inside what Growth gives you, and there's room if you want to add something later.
- Kerensa TreleaseWe might. Finance have been asking about invoices next to the client view, but let's get this lot working first.
- Callie BrennanSensible. Crawl, then walk. Now, access. I don't start a connector without written access, so before we switch anything on I need an email from Dan with each credential or service account named, and what permissions it holds. Read-only is all I want.
- Dan HoskenUnderstood. I'll set up a dedicated read-only user on each rather than using mine. Cleaner if I ever move roles.
- Callie BrennanThat's exactly what I'd have suggested. Credentials arriving before the kickoff makes my life much easier, and honestly yours too.
- Kerensa TreleaseDan, you're the admin on our side for this, yes? Not me. I'll be asking questions, not touching settings.
- Dan HoskenYes, I'm the admin. Though I'd like a second person who knows how it works, in case I'm off.
- Callie BrennanGood instinct. I'd say pick one account manager who's curious and we walk them through the admin screen on the next call. My aim is that you can run this alone and don't need me.
- Kerensa TreleaseMm. I'll think about who. Probably someone from the pharma side, they're the ones who live in the excursion tickets.
- Callie BrennanRight, naming. This is the bit I flagged. In the helpdesk, how does a ticket say which client it's about?
- Dan HoskenAh. So. There's a company field, but it's free text for some of the older tickets. People type the client's trading name, or the legal name, or just initials. The newer ones use a dropdown.
- Kerensa TreleaseThat's my fault, we tidied it up last spring and never went back. Sorry.
- Callie BrennanNot a fault, it's normal. What I'd like is a small mapping sheet. Left column, whatever appears in the helpdesk. Right column, the name as it's held in the CRM. I'll build the first draft from what we find and Dan, you correct it.
- Dan HoskenHow many variants are we talking? I can pull a distinct list of that field now if it helps.
- Callie BrennanYes please, that would save a week. Send the distinct list and I'll match what I can by name and flag the rest.
- Kerensa TreleaseWhat about the depots? We've got Avonmouth and the two satellites. A load can start at one and finish at another.
- Callie BrennanDoes the order export say which depot, or is that only in the tickets?
- Dan HoskenBoth, but they're not the same code. The export uses a short depot code, the tickets spell the name out. Different again for one of the satellites, bless it.
- Callie BrennanThen the mapping sheet gets a second tab for depots. Three rows, easy. I'd rather do that than guess, I won't say a mapping is fine until I've checked it against real rows.
- Kerensa TreleaseGood. Because if the brain tells an account manager the wrong depot for an excursion, that's worse than telling them nothing.
- Callie BrennanAgreed, completely. Okay, timing. Once I have the access email and the two lists, I'd run a first refresh on a sample, look at it with Dan, and only then do the full load. So not this week.
- Dan HoskenI can get the access email to you by Friday. The lists too, they're quick.
- Callie BrennanBrilliant. Then I'll aim for the sample refresh early next week, and we book the next call for when it's landed.
- Kerensa TreleaseOne question before we go. The fifty seats. Do I need to decide who gets one now?
- Callie BrennanNot yet. Licences exist for fifty people but I'd turn them on in waves once the data's trustworthy. Nobody wants a first impression built on half-mapped names.
- Kerensa TreleaseFair. Waves it is. I'll tell the team to hang on.
- Callie BrennanI'll send a short note after this with the checklist, a date against each step, and the sheet template. Anything you want to add before we stop?
- Dan HoskenNo, I think I've got my list. Access email, distinct client names, export location.
- Kerensa TreleaseNothing from me. Thanks, Callie.
- Callie BrennanLovely. Thanks both, speak soon. Thanks, Callie.
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