Kingdon Diagnostics / BG-Demo – Onboarding
Callcompleted
Kingdon Diagnostics · 18 Feb 2025 11:45
On the 18 Feb 2025 onboarding call, Callie Brennan showed the first helpdesk and CRM refresh. Some tickets have no trust, and accounting is not connected. Aisha Bukhari wants no turnaround figures until the blanks are resolved.
What was said
What this says
As at Fri 9 Oct 2026On the 18 Feb 2025 onboarding call, Callie Brennan showed the first helpdesk and CRM refresh. Some tickets have no trust, and accounting is not connected. Aisha Bukhari wants no turnaround figures until the blanks are resolved.
What happened: Callie showed tickets and referrals mapped by trust, and Ryan Heslop asked the brain a referrals question. Tickets that could not be matched to a trust were left blank on purpose.
Customer view: Aisha Bukhari was pleased to see referrals and tickets together. She wants turnaround figures only once the blanks are done, and wants access restrictions agreed in writing before contract managers are invited.
Commercial: Kingdon Diagnostics is licensed for 40 users and only two people are in the brain so far. Wider rollout to contract managers is the adoption opportunity, and accounting data is the missing piece for the invoice view.
Watch: Finance has not yet sent accounting access, and Ryan has chased twice. Ticket spellings outside the lookup list will keep arriving as blanks unless the helpdesk team picks the trust from a fixed list.
Themes
As at Fri 9 Oct 2026Theme
Onboarding data mapping
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ryan Heslop resolves the blank trusts in the exported sheet and chases finance for accounting access.
- Aisha Bukhari speaks to team leads about a fixed trust list and confirms the access note with governance.
- Callie Brennan sends the access note, adds the morning blanks view and reconvenes once accounting is connected.
Risks
As at Fri 9 Oct 2026- Tickets with no trust could make a trust's turnaround look better than it is until the blanks are resolved.
- The accounting system is not yet connected, so invoices are missing from the picture.
- Only two people use the brain, and contract managers wait on governance confirming access in writing.
Opportunities
As at Fri 9 Oct 2026- The licence covers 40 users, so rollout to contract managers has plenty of room.
- Referrals, tickets and invoices in one place gives contract managers a view they have never had.
Transcript
Callie BrennanHello, hello. Morning, both. Ryan, you're on mute, I think.
Ryan HeslopMorning. Sorry. Always the same. Right, can you hear me?- Callie BrennanNow I can. Aisha, are you there?
Aisha BukhariI'm here. Morning, Callie, morning Ryan. Cold up here this week. I had to scrape the car.- Callie BrennanSounds grim. Right, here's the plan for the hour, and I'll try not to use all of it. First, what's landed since we last spoke. Second, the trust mapping, which I've had a look at. Third, who gets access and how we hand it over so Ryan can run things alone. Then next steps.
- Aisha BukhariGood. I'd like to see the turnaround figures at some point, even if they're rough. I've got the contract review coming up.
- Callie BrennanThat's coming, I promise, but let me be careful about what I show you today. So. Ryan sent written access for the helpdesk and the CRM, thank you, and with that in hand we ran the first refresh on both. Before I show you, I want to be clear the accounting system is not connected yet.
- Ryan HeslopYes, sorry about that. Finance say they will send it this week. I've reminded them twice.
- Callie BrennanNo problem, it just means invoices aren't in the picture yet and I won't pretend otherwise. Let me share. Can you see my screen?
- Aisha BukhariYes. That's the tickets, is it?
- Callie BrennanThat's the tickets, as they came out of the helpdesk. All the reporting-turnaround ones are there, with the site pulled from the tags the way Ryan showed me last week. And this column is the trust, after mapping.
- Ryan HeslopOh, that's a lot cleaner than I expected. Why are some of them blank, though?
- Callie BrennanGood spot. Those are the ones where the notes box didn't hold a name I could match to your lookup list. I've left them blank on purpose instead of guessing. What I need from your side is a look at that blank set, because I suspect it's a couple of new spellings and a few that have no trust in them at all.
- Aisha BukhariWhat does that mean for the figures? If tickets are blank, they're not counted against a trust, so a trust could look better than it is.
- Callie BrennanExactly, and that's why I'm flagging it now. Until the blanks are resolved I wouldn't quote a turnaround figure for any single trust to anyone. We would be overstating performance, and I know that's the last thing you want.
- Aisha BukhariNo, it's not. Thank you. Let's see the turnaround figures once the blanks are done, then, and not before.
- Ryan HeslopI can go through the blanks today. How many are there, roughly?
- Callie BrennanA small slice of the total, I'd say. I'll export them to a sheet for you in a few minutes. Just add the trust next to each one and I'll fold the new spellings into the list.
- Ryan HeslopOkay. Will that fix it going forward, or will new tickets keep arriving with odd spellings?
- Callie BrennanGood question. The list catches what we know. New spellings will fall through as blanks again, so I'd suggest two things. I'll set up a view that shows the blanks each morning after the nightly refresh, and, if you can, ask the team to pick the trust from a fixed list when they log a ticket. That's a helpdesk change on your side, I can't make it for you.
- Aisha BukhariI can have a word with the team leads about that. It's not difficult, it's just that nobody ever asked for it.
- Callie BrennanLovely. Now the CRM, which is where the referrals sit. That's loaded too, and it maps cleanly onto the same trust list because the account names there were tidier, as Ryan said. Here you can see referrals by trust, and you can click through to the site.
- Aisha BukhariThat's rather good to see. We've never had referrals and tickets in the same place. Can I ask the brain a question yet?
- Callie BrennanYou can, but I'd keep it to referrals for now. Try something simple. Ryan, you're the admin, so would you like to drive?
- Ryan HeslopGo on then. Let me log in. Right, I'm in. What do I ask?
- Callie BrennanAsk which trusts have sent the most referrals through the sites recently, and see what it gives you.
- Ryan HeslopRight. It's come back with a list. It's got the trust names at the top and then the sites underneath. That looks about right to me, Aisha, does that look right?
- Aisha BukhariYes, those are the ones I'd expect at the top. Well. It's a shame I don't have the invoices alongside, but that's a matter of waiting. Right.
- Callie BrennanQuite. Now users. You're licensed for forty, and right now it's mainly the two of you in there, so there's plenty of room. Who do you want next, Aisha?
- Aisha BukhariThe contract managers, but only once the restrictions are agreed. I've spoken to our governance people since last week and I think they're content, but I want it in writing before I invite anybody.
- Callie BrennanThat's the right order. I've drafted the access note, which says who sees what by trust, and I'll send it today so you can pass it on. Please don't invite anyone until you've got their reply.
- Ryan HeslopShould I be doing anything in Snowflake in the meantime?
- Callie BrennanNothing yet. When the access note is agreed I'll walk you through setting roles so you can do it yourself. That's the point of me being here, that you can run it without me. I'll write a setup note as we go, so nothing lives only in my head.
- Aisha BukhariThat's reassuring. I'd like the note shared with the contract managers too, in a version they'll read.
- Callie BrennanI can do a shorter version for them. Right, shall I read back the next steps?
- Callie BrennanRyan resolves the blank trusts in the sheet I'm sending and chases finance for the accounting access. Aisha speaks to the team leads about a fixed trust list on tickets and confirms the access note with governance. I send the access note today, add the morning blanks view and keep the setup note up to date. Then we reconvene once the accounting system is connected, and that's when I'll show you invoices next to turnaround.
- Ryan HeslopGood. I'll get the sheet back to you tomorrow.
- Aisha BukhariThank you, Callie. Best wishes to you both.
- Callie BrennanThanks, Aisha. Thanks, Ryan. Speak soon.
- Ryan HeslopCheers, bye.
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