Kingdon Diagnostics / BB-Demo – Onboarding
Callcompleted
Kingdon Diagnostics · 2025-01-30 16:15
First onboarding working session with Kingdon Diagnostics. CRM access is done, the helpdesk token is outstanding, and free text is held back pending governance. Aisha Bukhari wants no surprises for the trusts.
What was said
What this says
Current to 13 Oct 26First onboarding working session with Kingdon Diagnostics. CRM access is done, the helpdesk token is outstanding, and free text is held back pending governance. Aisha Bukhari wants no surprises for the trusts.
What happened: Callie Brennan set the connector order as CRM, then helpdesk, then accounting, on a Growth subscription with up to eight connectors. Ryan Heslop has CRM credentials in place but is still waiting on an API token for the helpdesk.
Customer view: Aisha was concerned that ticket text mentions patients and chose structured fields first, with free text only after information governance review. She also asked for the contract's go-live wording so she can quote it to the trust.
Commercial: Callie referred to forty licensed users and £42k a year on Growth, and pointed to the order form for the go-live commitments. Aisha said joining the data up by hand took about three days a month.
Watch: The helpdesk token gates the turnaround tickets, which matter most to Aisha's team. Blank trust reference codes on older CRM records may need name matching.
Themes
Current to 9 Oct 26Theme
Onboarding access and scope
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ryan Heslop to send the helpdesk token in writing, naming its scope, and sample CRM rows.
- Callie Brennan to send the setup note with scope and connector order the next day.
- Aisha Bukhari to supply a small group of contract manager names and the governance view on free text.
Risks
Current to 9 Oct 26- The helpdesk API token has not arrived from the customer's IT colleague, which blocks the turnaround connector.
- Blank trust reference codes on older CRM records may undermine joins between systems.
- Aisha Bukhari relies on the order form's go-live wording, so any slip against it will be noticed.
Opportunities
Current to 9 Oct 26- Replacing a manual join that took about three days a month gives a clear value story.
- Growth allows up to eight connectors, leaving room to add sources after the first three.
Transcript
Callie Brennan NoneHello, can you both hear me alright?
Aisha Bukhari NoneYes, good afternoon, Callie. Loud and clear.
Ryan Heslop NoneAfternoon. Yes, fine here. Sorry, I'm just moving to a quieter room, give me a second.- Callie Brennan NoneNo rush at all. Cold one up there today? It's properly grey down here in London.
- Aisha Bukhari NoneBitter. We had frost on the car park at the Newcastle office this morning, so everyone is arriving in a mood.
- Ryan Heslop NoneRight, I'm in. Can you see me?
- Callie Brennan NoneI can, lovely. Okay, so the plan for the next forty minutes. First, where we are on access. Then which connectors we start with and in what order. Then what lands in the first refresh, who owns what on your side, and what happens next. Does that work?
- Aisha Bukhari NoneThat works. What I most want to leave with is a clear picture of when the contract managers will actually see something. No surprises for the trust, as I keep saying.
- Callie Brennan NoneUnderstood, and I'll aim to give you a date against every step. Ryan, you're the admin, so I'll lean on you for the detail. Where did you get to with the access list I sent?
- Ryan Heslop NoneSo, the CRM is done. I've created a read-only service user and I've got the credentials written down properly. The helpdesk, I've asked for an API token but our IT colleague hasn't come back yet.
- Callie Brennan NoneGood. That's the one I'd worry about, because the turnaround tickets are the whole point for Aisha's team. What I need from your side is the token in writing before we switch on the refresh, not after.
- Ryan Heslop NoneYeah. I'll chase him tomorrow. Is an email enough, or do you want it through the portal?
- Callie Brennan NoneEmail from you to me is enough, as long as it names the scope. Read-only, tickets and their fields. I won't start a connector without that.
- Aisha Bukhari NoneCan I ask about the scope, actually? Some of the ticket text will mention patients. I have to be able to tell the trusts we've been careful there.
- Callie Brennan NoneSensible question. Everything runs inside your own Snowflake account, so the data doesn't leave your environment. And we can leave free-text fields out of the first pass if you'd rather, and add them once you've decided.
- Aisha Bukhari NoneI'd prefer that. Structured fields first, the free text only once information governance has looked at it. I don't want to cut a corner there.
- Ryan Heslop NoneThat's fine by me. Fewer things to explain.
- Callie Brennan NoneGreat, I'll note that in the setup note: structured fields only, free text held back pending governance. Now the order. I'd go CRM first, then the helpdesk, then the accounting system for invoices. Growth gives you up to eight connectors, so there's room later.
- Aisha Bukhari NoneAnd for us, what does the contract say about when they go live? I'd like to be able to quote it.
- Callie Brennan NoneThe order form carries the commitments, so I'll point you to the exact wording rather than paraphrase it from memory. You're on Growth, forty licensed users, forty-one thousand eight hundred pounds a year, and the implementation sits alongside that.
- Aisha Bukhari NoneRight, thank you. I just like to have it in front of me before I say anything to the trust.
- Callie Brennan NoneOf course. Ryan, can I share my screen and walk you through the field mapping for the CRM? It's a short one.
- Ryan Heslop NoneGo ahead.
- Callie Brennan NoneOkay, so on the left you can see your CRM fields, on the right the brain's own structure. Account name, trust, referral source, referral date. That maps cleanly. Contract owner and contract end date also map cleanly.
- Ryan Heslop NoneWhat about the trust's own reference? We have a code we use to tie things together between systems. It's in a custom field.
- Callie Brennan NoneShow me which one. Ah, that one. I'd not assume, let me check how it's populated. Can you export a few rows for me?
- Ryan Heslop NoneYes, I can do that this afternoon. Some are blank, I'll warn you now. Older records mostly.
- Callie Brennan NoneThat's useful to know. If the code is blank on older records we can match on trust name for those, but I want to see it before I say it will work. I never like saying it should be fine about a mapping I haven't checked.
- Aisha Bukhari NoneWhich is why I'm happy to have you on this, honestly. The last time we tried to join these up by hand it took one of my team about three days a month.
- Callie Brennan NoneThat's exactly what we're getting rid of. So, the first refresh. Once access is in and the mapping's checked, I'll run it overnight, and by the time you log in the next morning it should have finished. I'll confirm it with you, I won't just assume.
- Ryan Heslop NoneHow many of us will be logging in at that point? At the moment it's mostly me looking around and Aisha now and then.
- Callie Brennan NoneThat's normal at this stage. The licences are there for forty people, but I'd not rush the wider rollout. Better to have the contract managers see something that's right on day one than a half-built view.
- Aisha Bukhari NoneAgreed. I'll pick a small group of contract managers to see it first. Let's see the turnaround figures on a couple of trusts, and check them against what we already know.
- Callie Brennan NonePerfect, that's a sound way to validate it. Ryan, you'd be the one to sanity check the numbers with Aisha's group?
- Ryan Heslop NoneYes. I know where the turnaround time gets calculated, so I can tell whether the brain's number is right or wrong.
- Callie Brennan NoneGood. Then let me pull together the next steps. I'll send the setup note tomorrow with the scope and the order of connectors. Ryan, the helpdesk token in writing and those sample rows. Aisha, the small group of names and the governance view on free text.
- Aisha Bukhari NoneI'll have the names by early next week. The governance answer might take a little longer, I'll tell you if so.
- Callie Brennan NoneThat's fine, it doesn't block the first pass. Anything else before we stop?
- Ryan Heslop NoneNo, I think that's clear. Thanks, Callie.
- Aisha Bukhari NoneThank you. Best wishes both.
- Callie Brennan NoneCheers, speak soon.
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