Kingdon Diagnostics / BG-Demo – Onboarding
Callcompleted
Kingdon Diagnostics · 5 Feb 2025 13:15
Onboarding call with Ryan Heslop alone, as Aisha Bukhari was in a trust meeting. Blank trust codes in older tickets need a name match or a CRM backfill. Accounting access awaits finance approval. Ryan wants to add users slowly.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Ryan Heslop alone, as Aisha Bukhari was in a trust meeting. Blank trust codes in older tickets need a name match or a CRM backfill. Accounting access awaits finance approval. Ryan wants to add users slowly.
What happened: Ryan Heslop took the 5 Feb 2025 onboarding call alone, as Aisha Bukhari was in a trust meeting. Callie Brennan walked him through the first refresh, the blank trust codes and a saved turnaround view.
Customer view: Ryan was cautious and practical. He prefers a small group of users first and will tidy unmatched trusts by hand if there are only a few.
Commercial: nothing was said on price or renewal. The forty licences and the turnaround view are early adoption signals on the Growth tier, but Callie advised starting with the named contract managers and Ryan as admin until the numbers are validated.
Watch: the customer's finance team has not yet approved read-only accounting access. The name match on blank trust codes is untested until Callie sends the unmatched list.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data mapping and access
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan runs the trust name match and sends Ryan Heslop the unmatched list.
- Callie sends the finance team a one-page description of the invoice fields to approve.
- Ryan chases finance approval, tidies unmatched trusts by hand and passes the saved turnaround view to Aisha.
Risks
As at Fri 9 Oct 2026- Older tickets lack the trust reference code, so matching on trust name may leave unmatched records.
- The customer's finance team has not yet approved read-only access to the accounting system.
Opportunities
As at Fri 9 Oct 2026- A saved reporting-turnaround view grouped by trust can be shared with the contract managers and Aisha Bukhari before trust meetings.
- A phased rollout of the forty licences, starting with named contract managers, builds trust in the figures before wider use.
Transcript
Callie BrennanHello Ryan, can you hear me?
Ryan HeslopYes, hello. Good afternoon. Sorry, I'm just finishing a message, one second.- Callie BrennanTake your time. Lunch survived?
- Ryan HeslopSort of. A sandwich at the desk. Aisha's in a trust meeting so it's just me today, she sends her apologies.
- Callie BrennanNo problem, we can catch her up in writing. So the plan for the next forty-odd minutes. First, a look at what landed in the first refresh. Then the mapping questions that came out of it. Then the accounting connector, and then who does what before the end of the week.
- Ryan HeslopThat's good. I've had a look at it myself this morning, so I have some questions.
- Callie BrennanBrilliant. Let me share my screen. Before we switch on the next refresh, I want us both looking at the same numbers. So here's the CRM data, accounts and referrals, and here are the helpdesk tickets. Does that look like what you expected?
- Ryan HeslopMostly. The referrals look right. The tickets, though, some of them don't have the trust attached.
- Callie BrennanRight, that's the trust reference code we talked about. Let me scroll. Yes, I can see it. The blanks are the older records, like you warned.
- Ryan HeslopI did warn you. So what do we do with those?
- Callie BrennanTwo options. We match on the trust name where the code is empty, or you backfill the code in the CRM and we leave the mapping strict. The first is quicker, the second is cleaner.
- Ryan HeslopHmm. How reliable is matching on name? We have a couple of trusts that appear under slightly different names depending on who typed it.
- Callie BrennanThat's the risk, and I'd rather not guess. Let me test it on a sample and tell you how many fail to match, then you decide. I won't promise it's fine until I've seen the results.
- Ryan HeslopThat's fair. If it's only a handful I can tidy them by hand.
- Callie BrennanGood, then that's what we do. I'll run the match tonight and send you the unmatched list in the morning.
- Ryan HeslopOkay. Second thing. I raised a ticket last week about how to filter the tickets by turnaround. Somebody answered, but I'm not sure I followed it.
- Callie BrennanYes, I saw that. It was a how-to, and the answer was right but a bit terse. Let me show you instead. Open the tickets page. See the filter on the right? Pick the field called reporting turnaround, and then group by trust.
- Ryan HeslopRight. Oh, that's much easier than I thought. And I can save that view?
- Callie BrennanYou can, and share it with the contract managers once you're happy with it. That's the sort of view Aisha will want in front of her before a trust meeting.
- Ryan HeslopShe will. She hates going in cold.
- Callie BrennanSo I gathered. Now, the accounting system. What I need from your side is a read-only user and written confirmation of which invoice fields we may read. Have you had a chance to ask your finance team?
- Ryan HeslopI've asked. They want to know what exactly it reads, and whether it can change anything. They're quite protective.
- Callie BrennanGood for them. It's read-only, it cannot write back, and I can send a one-page description of the fields for them to approve. Would that help?
- Ryan HeslopYes, definitely. If they have it in writing it'll go through faster.
- Callie BrennanI'll send it this afternoon. Then I'd suggest we connect it only once they've approved, so we don't start anything without written access.
- Ryan HeslopAgreed. Can I ask something a bit different? There are forty licences. Who should I add first, do you think?
- Callie BrennanI'd add the contract managers Aisha names and yourself as admin, and keep the rest until the numbers are validated. Better a small group who trust it than forty people who've seen a wrong figure.
- Ryan HeslopThat makes sense. Honestly I'd rather add people slowly.
- Callie BrennanThen let me recap. Tonight I run the name match and send you the unmatched list. This afternoon I send the one-page field description for your finance team. You chase the finance approval and sort the unmatched trusts by hand if there are only a few. And you pass the saved turnaround view to Aisha.
- Ryan HeslopGot it. Should I put it in an email so I don't lose it?
- Callie BrennanI'll send you the setup note update with all of that in it. Anything else you want to cover?
- Ryan HeslopNo, I think we're done. Thanks, Callie, that was useful.
- Callie BrennanPleasure. Speak soon, Ryan. Thanks, Callie.
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