Kingdon Diagnostics / BB-Demo – Onboarding
Callcompleted
Kingdon Diagnostics · 2025-02-12 11:15
Onboarding call with Aisha Bukhari and Ryan Heslop. Aisha wants referrals, turnaround and invoices side by side for the contract review, with strict per-trust access. CRM and accounting access are outstanding and no first refresh date is set.
What was said
What this says
Current to 13 Oct 26Onboarding call with Aisha Bukhari and Ryan Heslop. Aisha wants referrals, turnaround and invoices side by side for the contract review, with strict per-trust access. CRM and accounting access are outstanding and no first refresh date is set.
What happened: Callie Brennan ran the 12 Feb 2025 onboarding call with Aisha Bukhari and Ryan Heslop. They covered written access for each source, the connection order and how trusts and sites will map.
Customer view: Aisha wants a single view for the coming contract review and will not cut corners on who sees which trust. Ryan flagged that trust names sit in a free text notes box with several spellings.
Commercial: Callie tied the need to what Growth is set up for. Treating the twelve sites as their own field, alongside trust, supports the customer's use case.
Watch: CRM credentials have not been seen and accounting access waits on finance. Callie gave no date for the first refresh, so the contract review timetable is exposed.
Themes
Current to 9 Oct 26Theme
Onboarding access and trust mapping
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 sends written helpdesk access, a sample ticket export with nothing patient-related, and the trust and site lookup list.
- Aisha Bukhari checks the access restrictions note with the customer's governance people.
- Callie Brennan sends the connection checklist and access note, and speaks to the customer again the following week.
Risks
Current to 9 Oct 26- CRM credentials have not been seen and accounting access waits on the finance team, so connection could slip.
- Trust names are typed freely in a notes box, so the mapping cannot be promised until a sample is checked.
- No date is set for the first refresh while the contract review is approaching.
Opportunities
Current to 9 Oct 26- Per-trust views of referrals, reporting turnaround and invoices speak directly to the contract review Aisha Bukhari described.
- Treating site and trust as separate fields lets the customer slice across the twelve sites, which Aisha asked to see.
Transcript
Callie Brennan NoneMorning, Aisha. Can you hear me all right? I've got a bit of an echo on my side.
Aisha Bukhari NoneMorning, Callie. Yes, you're clear. No echo here. Ryan's just dialling in, I can see him in the lobby.
Ryan Heslop NoneSorry, sorry. Previous meeting overran. I'm here now. Can you both hear me?- Callie Brennan NoneLoud and clear. Right, thanks both. Here's the plan for the next forty minutes or so. First I'll run through where we are on access, because before we switch on the refresh I need written access for every source. Then we'll talk about the order we connect things, and then the part I think matters most to you, Aisha, which is how each trust shows up in the brain.
- Aisha Bukhari NoneThat's the bit I care about, yes. The contract review is coming up and I want to see each trust's referrals, the reporting turnaround and the invoices side by side. No surprises for the trust.
- Callie Brennan NoneUnderstood, and that's exactly what Growth is set up for. So, access. What I need from your side is a named service account for the CRM, one for the helpdesk, and read access to the accounting system. Ryan, where have we got to?
- Ryan Heslop NoneSo the CRM one I've raised with a colleague in IT, and I think it's approved but I haven't seen the credentials yet. The helpdesk I can do myself, I'm an admin there. The accounting system is our finance team, and I've asked, but you know how month end goes.
- Callie Brennan NoneMm, of course. Just to be clear, I won't start any connector without it in writing. An email from you with the account name and the scope is enough. I'd rather lose a day than connect to the wrong thing.
- Ryan Heslop NoneFine by me. I'll send the helpdesk one today, then.
- Aisha Bukhari NoneCan I ask, what does the contract say about who can see what? Only I want the contract managers to see their own trusts and not each other's, at least to begin with.
- Callie Brennan NoneGood question, and I'd rather not guess. The brain runs inside your own Snowflake account, so access follows the roles you set there. I'll write down what's possible for restricting by trust and send it, so you can check it against your information governance people before anyone is invited.
- Aisha Bukhari NonePlease do. I'm not cutting a corner on that, whatever the timetable says.
- Callie Brennan NoneWouldn't expect you to. Right, order of connection. My suggestion is helpdesk first, because the reporting-turnaround tickets are the thing you want to see earliest and it's the one Ryan controls. Then the CRM for the referrals, then accounting for invoices last, since that's the one waiting on finance.
- Ryan Heslop NoneThat makes sense. Though I should say, the tickets are a bit messy. The trust name is in a free text field, not a proper drop-down.
- Callie Brennan NoneRight, that's useful to know now rather than later. How free is free? Is it typed by whoever logs the ticket?
- Ryan Heslop NoneTyped by whoever logs it. So you get the full trust name, you get an abbreviation, and sometimes just the hospital site. I'd say there are probably a handful of spellings for each trust.
- Aisha Bukhari NoneThat's my fault, I'm afraid. We never insisted on a standard. The team just wrote whatever they knew it by.
- Callie Brennan NoneNot a fault, it's very common. It just means the mapping needs a lookup list. What I need from your side is a simple list: every trust and insurer you work with, the names people use for them, and which sites sit under which. Then I can map each variant to one trust and it maps cleanly.
- Ryan Heslop NoneI can pull that from the CRM, I think. The accounts there are a bit tidier than the tickets.
- Callie Brennan NonePerfect. Send me what you have and I'll mark up the gaps rather than you having to finish it. Don't spend hours polishing it.
- Aisha Bukhari NoneAnd the twelve sites, will those show up as well? Because some trusts are served by more than one of our sites and I want to see that.
- Callie Brennan NoneYes, I'd treat site as its own field and trust as another, so you can slice either way. Ryan, is there a site code in the helpdesk or only the name?
- Ryan Heslop NoneHang on, let me look. Give me a second. I'll share my screen, actually, easier.
- Ryan Heslop NoneThere. So that's a ticket. Subject, requester, and you can see the site is in the tags. Trust is down here in the notes box.
- Callie Brennan NoneAh. Okay. So site is in the tags, which is tidy, and trust is in the notes. I'll need to treat the notes box carefully. I won't promise a mapping until I've seen a proper sample, because I don't say it's fine about something I haven't checked.
- Ryan Heslop NoneI can export a few weeks of tickets for you, if that helps. No patient details in them, but I'll check before I send.
- Aisha Bukhari NoneYes, please check twice. And leave anything that mentions a patient out entirely.
- Callie Brennan NoneAgreed, and I'd rather you removed anything like that than I had to. Right, so that's the picture. Let me play it back so we're all holding the same list.
- Callie Brennan NoneRyan sends written helpdesk access today and a sample export of tickets with nothing patient-related in it. Ryan also chases the CRM credentials and sends the trust and site lookup list. Aisha, you check the access restrictions note against your governance people. I send the connection checklist and the access note today. Accounting access waits on finance and we go last on that.
- Ryan Heslop NoneYes, that's it. Is there a date for the first refresh?
- Callie Brennan NoneNot until the helpdesk is in and the sample looks right. I'd like us to talk again next week, same slot if that suits, and I'll have a clearer answer then.
- Aisha Bukhari NoneThat suits me. Thank you, Callie. It's good to have a plan I can repeat to my team.
- Callie Brennan NoneBrilliant. Thanks, both. Speak soon.
- Ryan Heslop NoneCheers, bye.
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