Pentreath Cold Chain / BG-Demo – Onboarding
Callcompleted
Pentreath Cold Chain · 8 Feb 2024 10:30
Three of four connectors had completed their first load. Finance access for the accounting system was still outstanding, and only three or four of fifty licensed users were active before training.
What was said
What this says
As at Fri 9 Oct 2026Three of four connectors had completed their first load. Finance access for the accounting system was still outstanding, and only three or four of fifty licensed users were active before training.
What happened: Helpdesk, CRM and shared drive were green, and the email connector was loading slowly. Callie Brennan will not start the accounting connector until access is in writing from Pentreath's finance team.
Customer view: Kerensa Trelease chose the shorter email window so the data stays recent and clean. Dan Hosken wanted to understand a past sync ticket so he can spot the cause himself.
Commercial: Callie sees three or four people active in a typical month against fifty licensed users, which she put down to the stage before training. Kerensa said contract or price matters go to Philip, not to her.
Watch: Finance caution is slowing the accounting connector. Some older tickets have no depot and are left unassigned.
Themes
As at Fri 9 Oct 2026Theme
Connector access and training
Importance
neutral
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 sends the finance note today, and Dan and Kerensa chase the access.
- Callie flags the unassigned depots in the setup note and keeps the shorter email window.
- Callie books the training for next week with Wes.
Risks
As at Fri 9 Oct 2026- Finance access for the accounting connector is not yet in writing and may slow the setup.
- Only three or four of fifty licensed users are active, so adoption depends on the training session.
Opportunities
As at Fri 9 Oct 2026- Training on Pentreath's own tickets, with Wes in pharma attending, can bring the account managers in properly.
Transcript
Callie BrennanHello, can you both hear me all right? I've got Dan on the list, and Kerensa is just joining.
Dan HoskenYeah, loud and clear. Morning, Callie.
Kerensa TreleaseMorning both. Sorry, I'm a minute behind. We had a load come in at Avonmouth with a door left open, so I've been on that since half seven.- Callie BrennanOh, no. Is it sorted?
- Kerensa TreleaseMostly. Told the client first, checked the logger data, product's fine. Facts before feelings. Anyway, go on, what's the plan?
- Callie BrennanRight, so here's the plan for the next forty minutes or so. First, where the connectors are and what's still outstanding. Second, how the field mapping is looking for the ticket data, because that's what your account managers care about most. Third, who owns what on your side once I step back. And then we'll agree the next few steps. Does that work?
- Kerensa TreleaseThat works. Dan's the one who'll live in this, so I'll mostly listen.
- Dan HoskenYeah, I've been given the admin side. I've got the credentials folder sorted, I think. Most of it.
- Callie BrennanBrilliant. So before we switch on the refresh for everything, what I need from your side is written access for each source, and I have it for the helpdesk and the CRM. The one I'm still missing is the accounting system.
- Dan HoskenRight, that one sits with our finance team. I asked last week and I think they wanted to know what the brain would actually read.
- Callie BrennanFair question. It reads invoices and payment status, read-only, nothing is written back. I can send a short note you can pass to them today, in plain words.
- Dan HoskenThat would help, yeah. They're careful, which is good, but it does slow things down.
- Kerensa TreleaseI'll nudge them as well. Tell them it's for contract reviews. They'll understand that.
- Callie BrennanLovely. So that's action one: me to send the finance note, you two to chase on your side. I won't start that connector until the access is in writing, just so we're clear.
- Dan HoskenUnderstood.
- Callie BrennanOkay, let me share my screen. Can you see the connector list?
- Dan HoskenYep. Three green, one amber.
- Callie BrennanThat's it. Helpdesk, CRM and the shared drive are green and have completed their first load. The amber one is your email connector, which is loading but slowly, because there's a lot of history in the mailboxes.
- Kerensa TreleaseHow much history are we talking about? Because I don't want old mail muddying the excursion threads.
- Callie BrennanGood point, and it's a choice. We can limit it to the period since you became a customer, or take everything. Most customers pick the shorter window to start with, and you can widen it later without rebuilding anything.
- Kerensa TreleaseShorter. Facts that are recent and clean. We can go back if we need to.
- Dan HoskenAgreed. I'd rather it was clean.
- Callie BrennanDone, I'll set that now. While that runs, mapping. This is the bit I've been through properly. Your helpdesk has a category called temperature excursion, and a separate field for the client reference. That maps cleanly onto the client record in the CRM, so every excursion ticket will sit under the right client.
- Dan HoskenOkay. And the depot field? We have Avonmouth and the two satellite depots, and sometimes the ticket just says the depot name in free text.
- Callie BrennanThat's the one I wanted to ask about. In the sample I pulled, most tickets use a dropdown, but a handful have the depot in the description only. I haven't mapped those, because I'd be guessing.
- Dan HoskenRight. That's older tickets, mostly. People used to type it. We tightened it up a while back.
- Kerensa TreleaseDoes it matter for the account reviews? I mean, if a few old ones have no depot.
- Callie BrennanNot for the review itself, they'll still show under the client. It only matters if someone wants to filter by depot. So I'd leave them unassigned and flag it in the setup note, rather than invent a value.
- Kerensa TreleaseFine by me.
- Callie BrennanGood. Now, one thing on the numbers. You've got fifty licensed users, and at the moment I can see three or four people active in a typical month. That's normal at this stage, it's before training, so I'm not worried. But it does tell me we want the training session to bring the account managers in properly.
- Kerensa TreleaseThey're keen, honestly. It's just that nobody's had a free hour. Wes in pharma will want to be there. His clients are the touchiest.
- Callie BrennanThen Wes is on the list. Next week I'll put the training in the diary, and we can run it on your own tickets, so it feels real.
- Dan HoskenCan I raise the ticket we had? There was one marked high priority a couple of weeks ago, about the helpdesk sync.
- Callie BrennanYes, I saw it. Go on.
- Dan HoskenIt was resolved, but I'd like to understand what caused it so I can spot it myself next time.
- Callie BrennanSure. It was a permission on the service account that had been changed on your side, so the connector couldn't read new tickets. I'll put exactly that in the setup note, with where to look in the admin page, so you can check it without ringing anyone.
- Dan HoskenThat's what I wanted. Thanks.
- Callie BrennanRight, ownership. Dan, I'd like you named as the admin for connectors and refresh checks. Kerensa, you're the sponsor for the account managers. Tom Ashdown is your account owner at our end for anything commercial, and Daniel Okafor will be your customer success manager once I've handed over.
- Kerensa TreleaseGood. Anything about contract or price goes to Philip, not to me, just so it's said.
- Callie BrennanUnderstood, I'll make sure that's in the note. I don't want that falling between us.
- Dan HoskenLast thing from me. When does the nightly refresh actually finish? Our teams start early.
- Callie BrennanBy seven in the morning on business days. I'll check the first few mornings myself before I hand over, and I'll show you where the completion time is recorded.
- Kerensa TreleasePerfect. That's before the first excursion call comes in, usually.
- Callie BrennanSo, to wrap up. I send the finance note today, you chase the access, I widen nothing on the email and keep the shorter window, I flag the unassigned depots, and we book the training for next week with Wes. Anything I've missed?
- Dan HoskenNo, that covers it.
- Kerensa TreleaseNothing from me. Thanks, Callie. Cheers, both.
- Callie BrennanThanks, both. Speak soon.
Callsmade from