Kingdon Diagnostics / BG-Demo – Kickoff
Callcompleted
Kingdon Diagnostics · 8 Jan 2025 15:30
Kingdon's kickoff on 8 Jan 2025. Growth tier, forty users. Aisha wants to see turnaround figures herself. Mark Dodds set a no-clinical-data boundary. Rollout is deliberately small and starts with three sources.
What was said
What this says
As at Fri 9 Oct 2026Kingdon's kickoff on 8 Jan 2025. Growth tier, forty users. Aisha wants to see turnaround figures herself. Mark Dodds set a no-clinical-data boundary. Rollout is deliberately small and starts with three sources.
What happened: Callie Brennan recapped the Growth contract at £42k a year with forty users. The group agreed three first sources (CRM, helpdesk, accounting), a two-year history load and a small first user group.
Customer view: Aisha Bukhari wants to see turnaround figures herself before any trust contract review, rather than be told them by the trust. Mark Dodds wants the referral data limited to what contract managers need and no clinical fields.
Commercial: Forty users is far above the first group of a handful, so there is headroom. A shared mailbox of turnaround issues could become a fourth connector within the eight allowed.
Watch: Aisha asked how she would know if a source stopped loading. Marcus Bell promised same-day updates, not fix times. Early trust in the data against the largest trust decides adoption.
Themes
As at Fri 9 Oct 2026Theme
Kickoff scope and governance
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- Ryan Heslop writes up the mailboxes and helpdesk views and sends them to Callie Brennan that week.
- Mark Dodds sends the excluded fields list by the end of the following week for Callie Brennan to map and confirm.
- Marcus Bell books a short training session once the first load is checked.
Risks
As at Fri 9 Oct 2026- Some turnaround tickets sit in a shared mailbox outside the helpdesk, so the first picture may be incomplete.
- Patient-related data means a security or governance concern could stall connectors until Mark Dodds signs off the mapping.
- Aisha fears a source silently stopping loading in front of a trust.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users against a first group of a handful leaves clear room to widen use after the first review.
- The mailbox can become a further connector within the eight allowed on Growth.
Transcript
Callie BrennanGood afternoon, everyone. Can you hear me? Lovely. Let me tell you the plan for the next hour, and then we'll get going.
Aisha BukhariHello, Callie. Yes, we can hear you. Ryan and Mark are both in the room with me, so we're all on one screen.
Marcus BellAfternoon all. Marcus here. I'm your customer success manager, so I'll be around well after the set-up is finished. Happy to jump on a call whenever you need me.- Callie BrennanThanks, Marcus. So, the plan. First, a quick recap of what you've bought and what the next few weeks look like. Second, the sources we're going to connect and what I need from your side for each. Third, security and information governance, which I know Mark wants to spend time on. Fourth, who looks after what once it's running. Then next steps with dates.
Mark DoddsSounds sensible. I'll have a lot of questions on the third one, I'm afraid.- Callie BrennanGood, that's what I'd hope for. Right, the recap. You're on Growth. The contract began on Monday 6 January 2025 and the term runs to 5 Jan 2026, so a year. The subscription is £41,800 a year, and the licence covers forty users.
- Aisha BukhariYes, that matches what I have. Forty is more than we'll need in the first weeks, but I'd rather grow into it than be short.
- Marcus BellThat's the usual pattern. I've pulled the numbers from similar teams and most start with a handful of people asking questions and widen it after the first review.
- Callie BrennanNow, the whole point as I understand it, Aisha, is that your contract managers see each trust's referrals, the reporting-turnaround tickets and the invoices in one place. Have I got that right?
- Aisha BukhariThat's it exactly. What I want, before the next contract review with any of the trusts, is to be able to see the turnaround figures myself. Not to be told about them by the trust. What does the contract say, what did we promise, what did we deliver.
- Callie BrennanThat maps cleanly onto three sources. The CRM for the referrals and contract records, the helpdesk for the turnaround tickets, and the accounting system for the invoices. Is that the right list?
Ryan HeslopMostly. The tickets are the awkward one. Some turnaround issues are in the helpdesk, but a fair few are in a shared mailbox that people copy into. I don't know how complete the helpdesk picture is.- Callie BrennanRight, that's worth knowing now rather than in week three. Can you tell me roughly how much of it is outside the helpdesk? A guess is fine.
- Ryan HeslopHard to say. A quarter, maybe? I'd want to check. Some of the older months are definitely only in the mailbox.
- Aisha BukhariI'd say it's more recent than that. We moved the tracking into the helpdesk not so long ago, so the older material is a mix.
- Callie BrennanThat's fine. The mailbox can be a source in its own right, if Mark is comfortable with it. Let's park that and I'll come back to it under governance. What I need from your side is a list of the mailboxes involved, written, so I'm not guessing.
- Ryan HeslopI can write that up. There's only a couple.
- Callie BrennanPerfect. Then the Growth tier allows eight connectors, and we don't have to use all of them on day one. I'd suggest we start with the three and add the mailbox after, so the first refresh is clean. Does that suit?
- Aisha BukhariYes. I'd rather get something small working properly than everything half working.
- Marcus BellCan I add something there? It's a point I'd make to anyone. The first thing people judge us on is whether the answers match what they already know. So the early weeks are about trust in the data. Pick a trust you know really well and we test against that.
- Aisha BukhariI'd use our largest trust for that. I know their reporting figures by heart, near enough.
- Callie BrennanBrilliant, that's the test case. Let me note that. Now, Ryan, you're down as the admin. How comfortable are you with the Snowflake side?
- Ryan HeslopReasonably. I use it most days for reporting. I haven't set up a new account role for a third party before, so I'd want to be shown.
- Callie BrennanThat's fine, and that's what I'm here for. Everything we build runs inside your own Snowflake account, so the data doesn't go anywhere else. I'll walk you through the role and what it can and can't see, and I'll leave you a setup note so you can run it alone afterwards.
- Mark DoddsThat's the bit I want to dig into. When you say it can see things, what precisely? Our data includes information about patients, even if only indirectly through referrals.
- Callie BrennanFair question. I'll be careful here. What I'd propose is that we don't connect any source until you've written down which fields are in scope and which are excluded. I never start a connector without written access, and I'd rather you set the boundary than me.
- Mark DoddsGood. I'd want the referral records limited to what the contract managers need. Reference, trust, dates, turnaround. Nothing clinical.
- Aisha BukhariAgreed. I would never go into a trust meeting needing clinical detail. It's the contractual picture I'm after.
- Callie BrennanThen that's easy to do. In the mapping we simply don't bring the clinical fields across. Mark, can you send me the list of excluded fields by the end of next week, and I'll confirm back that each one is out of the mapping before we switch on the refresh?
- Mark DoddsI can do that. I'd like to see the mapping myself too, not only your confirmation.
- Callie BrennanOf course. You'll get the mapping document, and you can sign it off or send it back.
- Marcus BellWhile we're on it, Mark, who'll be the contact on your side if there's a security question later, after the set-up? So it comes to the right person.
- Mark DoddsMe, for governance. Ryan for anything operational. If either of us is away, Aisha can decide whether it's urgent.
- Aisha BukhariI'm happy to be the fallback.
- Callie BrennanLovely, I'll put that in the handover note. Now the practical timeline. The refresh runs overnight, and once it's live you should have fresh data each morning on business days. Before that we have a first load, which can take a while depending on how much history is in the sources.
- Ryan HeslopHow much history do you need? We have several years in some systems.
- Callie BrennanHow far back do the contract reviews look, Aisha?
- Aisha BukhariUsually the current contract year and the one before, for comparison. Some of the trusts go back further in a dispute, but that's rare.
- Callie BrennanThen we start with two years and extend if we need to. That keeps the first load quick and easier to check. Is everyone happy with that?
- Ryan HeslopYes. Two years is fine.
- Mark DoddsFine from me.
- Marcus BellCan I raise the question of users? We've got forty on the licence. Who do you see being in the first group, Aisha?
- Aisha BukhariThe contract managers, so a handful. Myself. Ryan, obviously. And I'd like Kirsty in finance to have access to the invoice side, because she's the one who'll challenge the numbers.
- Marcus BellGood. I'd suggest we keep it at about that to start with. It's easier to teach a small group properly. We can add people after the first review. And I'll book a short training session once the first load is checked. Shall we say thirty minutes, to begin with?
- Aisha BukhariThat would be ideal. Short and practical.
- Callie BrennanRight, I think I have what I need. Let me read back the next steps, and tell me where I've got them wrong. Ryan writes up the mailboxes and which helpdesk views matter, and sends it to me this week. Mark sends the list of excluded fields by the end of next week, and I send back the mapping for him to sign off.
- Callie BrennanOnce the mapping is signed, Ryan and I set up the Snowflake role together and I switch on the first refresh. Then Aisha checks the largest trust against what she knows. Marcus books the training after that.
- Aisha BukhariThat's all fine. Can I ask one more thing? How will I know if a source has stopped loading? I don't want to find out in front of a trust.
- Marcus BellGood question. I'll check the load figures with you every so often, and I'd rather you told me early if anything looks odd. I won't promise a fix time on anything from here, but I'll tell you what I know the same day.
- Aisha BukhariThat's all I ask. No surprises.
- Callie BrennanBrilliant. Thank you all, that was a really useful hour. I'll send the notes this evening, with the dates against each step.
- Mark DoddsThanks, Callie. Thanks, Marcus.
- Ryan HeslopThanks both. Speak soon.
- Marcus BellCheers, all. Speak soon.
Callsmade from