Ellerby Dental Group / BG-Demo – Onboarding
Callcompleted
Ellerby Dental Group · 12 May 2025 15:00
Onboarding call on 12 May 2025. Laura walked through the architecture for three read-only connectors and the kickoff plan. Rebecca named a core group of six to eight and checked that the price was locked in.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 12 May 2025. Laura walked through the architecture for three read-only connectors and the kickoff plan. Rebecca named a core group of six to eight and checked that the price was locked in.
What happened: Laura Penhaligon presented the architecture, covering the complaints system, the supplier tickets system and practice performance data. Each connector uses a read-only database account, and IT had already indicated they were happy.
Customer view: Rebecca Oakes has a core group list of six to eight people, and asked whether the cost was all locked in at what was signed.
Commercial: Laura said the order form covers 40 users, eight connectors and the annual refresh, good until renewal next April. She also quoted a one-hour response time for critical tickets.
Watch: The record does not show a firm technical kickoff date. Laura only said she would send an invite aiming for the following week.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to email the architecture diagram after the call.
- Laura Penhaligon to send a calendar invite for the technical kickoff, aiming for the following week.
- Laura Penhaligon to pass the core group names and email addresses to Esther for training.
Risks
As at Fri 9 Oct 2026- The technical kickoff had no confirmed date, so the data load and go-live could slip.
- Rebecca asked for reassurance that the cost was locked in, so price is on her mind ahead of the renewal Laura mentioned.
Opportunities
As at Fri 9 Oct 2026- The core group of six to eight, including someone from finance, could become internal champions.
- A successful first load on a couple of years of history would show early value before the renewal conversation.
Transcript
Laura PenhaligonHi Megan, Rebecca, good to see you again. I wanted to follow up on the technical side now that we've had the questionnaire. I've been through it with our team and I think we've got a clear path forward.
Megan StathamGood, yeah. IT were pretty thorough with that, so hopefully you've got everything you need.- Laura PenhaligonReally helpful, actually. So I've put together an architecture diagram, I'll email that to you after this call. It shows how we're going to connect to your complaints system, your supplier tickets system and your practice performance data. Each connector has a read-only database account, no changes to your side.
- Megan StathamDoes your IT need anything from us to set that up?
- Laura PenhaligonJust the credentials in your security vault. Your IT team's already indicated they're happy with it, so we're good to go. I'll schedule the technical kickoff for next week: that's just to walk through the setup one more time with you and the IT team, make sure everyone's aligned, and answer any last questions.
Rebecca OakesAnd when do you actually start loading the data?- Laura PenhaligonAfter the technical kickoff, probably the week after. We'll do a full sync of all your data: complaints, tickets, performance metrics, and build the first index. That takes a couple of days. Then we'll send you test data to verify, and once you sign off, we'll switch to production.
- Megan StathamHow much data are we talking?
- Laura PenhaligonDepends on your history. Probably a couple of years' worth across all three systems. But the brain indexes it efficiently, so you'll get fast search and chat responses even with a lot of records. Have you and Rebecca thought about your core user group yet?
- Rebecca OakesYeah, we've got a list. It's probably six to eight people: our admin team, a couple of practice managers, someone from finance. Does that sound right?
- Laura PenhaligonPerfect size. That's the group Esther will train first. They'll get trained in the two weeks before go-live, and then you can roll out to other users once they've got the hang of it. I'll make sure Esther's got the names and email addresses.
- Megan StathamWhat happens if someone needs help after go-live?
- Laura PenhaligonEsther's your go-to for anything on the user side: training, how to use the brain, that kind of thing. If there's a technical issue, data not loading, a search not working, you can log a ticket with us. One-hour response time for anything critical. We'll get it sorted fast.
- Rebecca OakesAnd the cost, it's all locked in at what we signed, yes?
- Laura PenhaligonYour order form's got it all in, 40 users, eight connectors, the annual refresh. You're good until renewal next April. Any other questions now?
- Megan StathamNo, I think we're covered. When's that technical kickoff?
- Laura PenhaligonI'll send a calendar invite tomorrow, aiming for the following week. Just you, Rebecca, and whoever from IT's handling the access. Cheers both, speak soon.