Kingdon Diagnostics / BG-Demo – Onboarding
Callcompleted
Kingdon Diagnostics · 21 Jan 2025 11:15
Second onboarding call with Kingdon Diagnostics. Helpdesk is loaded, referrals await an agreed trust name list, and a per-trust page is planned with a small group of contract managers first. Tone is cooperative.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call with Kingdon Diagnostics. Helpdesk is loaded, referrals await an agreed trust name list, and a per-trust page is planned with a small group of contract managers first. Tone is cooperative.
What happened: Callie Brennan reported the helpdesk connected with its first refresh landed, accounting waiting on a finance credential, and a trial referrals load showing trusts under two or three spellings. The referrals scheduled refresh stays off until the customer agrees a name list.
Customer view: Aisha Bukhari cares about accuracy and avoiding embarrassment with the trusts. Her information governance lead asked for the free-text notes column to be dropped at load.
Commercial: Callie noted forty licences on the account and advised inviting only a couple of contract managers first. Aisha wants to be able to say it works, not that it might. This is early adoption work that sets up the first renewal conversation.
Watch: Three items are open with the customer: the trust name list, the finance credential and tickets with no trust against them. A slip on any of these delays the first useful page.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data mapping
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 and Aisha Bukhari to agree the trust name list so Callie Brennan can build the mapping.
- Callie Brennan to run the Thursday build session with Ryan at the keyboard.
- Callie Brennan to send a summary with dates against each step.
Risks
As at Fri 9 Oct 2026- Trusts appear under several spellings, so unmapped names could produce wrong referral figures.
- The finance credential for accounting is still outstanding from the customer.
- Some helpdesk tickets have no trust recorded, which may weaken the per-trust page.
Opportunities
As at Fri 9 Oct 2026- A per-trust page with turnaround, referrals and invoices could prove value quickly to contract managers.
- A successful first group of contract managers could lead to wider use of the forty licences.
Transcript
Callie BrennanHello, hello. Ryan, I can see you. Aisha, are you there?
Ryan HeslopHi Callie. Aisha's just finishing something, she said a couple of minutes.- Callie BrennanNo problem at all. Gives me a moment to say what I'd like to cover. I'd like to look at where the access has got to, what the first refresh looked like, and then what we do about the pages. Does that match what you were expecting?
- Ryan HeslopYes, pretty much. Mm. I've got the header row done too, so that's one tick.
- Callie BrennanBrilliant. I did get that, thank you. It was very tidy. Oh, here's Aisha.
Aisha BukhariSorry, sorry. Afternoon, well, nearly. It's a bit of a Tuesday. A trust has asked for something at short notice and I had to stop it going sideways.- Callie BrennanThat sounds exactly like the reason you bought this. Shall we crack on?
- Aisha BukhariPlease. Go on.
- Callie BrennanRight. Status first. Helpdesk is connected and the first refresh landed overnight, so the reporting turnaround tickets are in the brain. Accounting, I'm waiting on the final credential from your finance team. Referrals, we've done a trial load from the export, using the fields you marked up, and I've gone through the mapping against a sample.
- Ryan HeslopHow did the mapping look? Because I had a worry about the trust names. They're not written the same way in every file.
- Callie BrennanYou were right to worry. Most of it maps cleanly, but a few trusts appear with two or three spellings. So what I need from your side is a short list of the names you consider the same, and I'll build the mapping so each trust is one thing in the brain.
- Aisha BukhariThat's important to me. If a trust shows up twice, someone will quote half of its referrals back to me and we will look foolish.
- Callie BrennanExactly. So I won't switch on the scheduled refresh for referrals until that list is agreed. I'd rather it was a few days later and correct.
- Ryan HeslopI can do that list. It's not long. I'll probably do it from memory and then check it with someone in the contracts team.
- Aisha BukhariSend it to me too, and I'll go through it. I know which names the trusts actually use.
- Callie BrennanLovely. Now, Aisha, the governance point from last time. Did the field list go to your information governance lead?
- Aisha BukhariIt did, and it came back with one change. There's a free-text notes column which they'd like out altogether. Too much risk of someone typing a name into it.
- Callie BrennanThat's an easy one, and a good call. We drop the notes column at load, and I'll put it in the setup note that it's excluded and why, so whoever is admin in a year's time knows it's deliberate.
- Aisha BukhariThank you. That's exactly the sort of record I'd want.
- Ryan HeslopCan I ask something about the helpdesk data? When I looked at it in the brain, some tickets have no trust against them. Is that a mapping problem or is it our data?
- Callie BrennanGood spot. I'd have to look properly, and I don't want to guess. My instinct is it's the data, tickets raised before someone filled in the trust field, but I'll check a sample and tell you. If it is the data, it's worth you fixing it at source so it flows through.
- Ryan HeslopFine. I suspect it's people in a hurry.
- Aisha BukhariIt is. I'll mention it to the team. Mind you, if the brain shows how many are missing, that's a quiet way of making the point.
- Callie BrennanThat's one of the nicer side effects, actually. Right, pages. For the first one, I'd suggest a simple view per trust: referrals, reporting turnaround tickets, and invoices side by side. Is that the right place to start, Aisha?
- Aisha BukhariYes. Turnaround on top, if we can. That's what gets raised first. Then referrals, then the money.
- Callie BrennanDone. Ryan, I'd like you to be at the keyboard when we build it, so it's your hands that learn it. Would later this week work for an hour?
- Ryan HeslopThursday would suit me better than Wednesday. Wednesday's usually a mess.
- Callie BrennanThursday it is. I'll send the invite. Before then I need the trust name list, the finance credential, and your answer on those tickets without a trust.
- Aisha BukhariAnd the contract managers? Are we still holding off inviting them?
- Callie BrennanI'd hold until Thursday's page exists. Then invite a couple of them first rather than everyone, so they can tell you if it answers their questions. You have forty licences, but you needn't use them all at once.
- Aisha BukhariAgreed. A couple first. I'd like to be able to say it works, not that it might.
- Ryan HeslopRight. I think I've got it. Names list, finance credential, tickets without a trust, then Thursday.
- Callie BrennanThat's it exactly. I'll put it all in the summary with dates against each step. Thanks, both. Speak soon.
- Aisha BukhariThank you, Callie. Bye for now.
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