Ellerby Dental Group / BB-Demo – Onboarding
Callcompleted
Ellerby Dental Group · 2025-05-30 16:45
Onboarding call on 2025-05-30. Salesforce and Zendesk are flowing; the Microsoft 365 email connector awaits Megan Statham's secure service account setup. Training is planned for early the following week.
What was said
What this says
Current to 13 Oct 26Onboarding call on 2025-05-30. Salesforce and Zendesk are flowing; the Microsoft 365 email connector awaits Megan Statham's secure service account setup. Training is planned for early the following week.
What happened: Laura Penhaligon confirmed Salesforce and Zendesk data had started flowing overnight. The email connector was still pending because Megan wanted the service account set up securely.
Customer view: Rebecca Oakes expects people to be sold once they can find things without checking three systems. Megan's caution on read-only access is a normal security concern, not a complaint.
Commercial: Early adoption looks healthy, with a pilot group of 10 or 15 users planned before formal training. Value is tied to the email connector going live, so that dependency matters.
Watch: The call shows no sign of price or contract discussion. The evidence does not show who will own the connectors after onboarding.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Megan Statham configures the email connector this week using the step-by-step guide.
- Laura Penhaligon sets up pilot users by end of week and books training for early the following week.
Risks
Current to 9 Oct 26- The email connector depends on Megan Statham completing the service account setup, which delays training if it slips.
- Only one customer person is shown handling connector configuration.
Opportunities
Current to 9 Oct 26- A pilot group of 10 or 15 users can build early adoption before the wider team is trained.
Transcript
Laura Penhaligon NoneHi, joining now, sorry, bit stuck in another call. Are you both there?
Rebecca Oakes NoneYeah, we're here. No rush.
Megan Statham NoneGood timing actually. I've got an update on the Salesforce and Zendesk side. Both are configured on my end, sent you the access this morning, Laura.- Laura Penhaligon NoneExcellent. I've had a look, data started flowing overnight. We're pulling all your Salesforce records, all the cases, account history. Zendesk is looking really clean too, every ticket's coming through.
- Rebecca Oakes NoneThat's great. What about the emails?
- Laura Penhaligon NoneThat's the Microsoft 365 connector. Megan, how are we on that?
- Megan Statham NoneI was waiting on more detail about the service account you mentioned, just wanted to make sure we're doing it securely.
- Laura Penhaligon NoneTotally fair. I'm sending you a step-by-step guide today: covers the service principal setup, making sure it's read-only, all of that. Should take you about 20 minutes.
- Megan Statham NonePerfect. I'll get that done this week.
- Laura Penhaligon NoneGreat. Once you flip the switch on that, the emails will start loading. First load can take a few hours if you've got a lot of history, but after that it's incremental, new emails come in every hour or so.
- Rebecca Oakes NoneAnd then everything's searchable?
- Laura Penhaligon NoneYeah, everything's in the brain once it's loaded. You can search across all three systems at once. Ask things like 'show me all complaints from this month' or 'what's been happening with this practice' and it pulls together Salesforce, Zendesk, emails, gives you the full picture.
- Megan Statham NoneHow long before we do the training then?
- Laura Penhaligon NoneI'd say early the following week once the email connector's live and we've done a quick sanity check on the data. Sound reasonable?
- Rebecca Oakes NoneYeah, that works.
- Laura Penhaligon NoneGood. So Megan gets the email connector up this week, I'll do a quick check, and we'll book training for the Monday or Tuesday. In the meantime, I'll set up your first batch of users, probably a pilot group of 10 or 15, and you can start having a play around with the Salesforce and Zendesk data.
- Megan Statham NoneHow long should people have access to test before the formal training?
- Laura Penhaligon NoneCouple of days is usually good: gives people a chance to explore, get comfortable, ask questions. Then the training covers all the features properly and you can expand to the rest of your team.
- Rebecca Oakes NoneSounds right. I think once people see how quick it is to find something instead of checking three systems, they'll be sold.
- Laura Penhaligon NoneAbsolutely. That's what we see, people realise it's saving them time pretty quickly. Okay, so to recap: Megan configures the email connector this week, I'll set up the users by end of week, and we'll do training early next week. I'll send you the guide and calendar invites today. Fair?
- Megan Statham NonePerfect.
- Rebecca Oakes NoneCheers, Laura.
- Laura Penhaligon NoneThanks both. Speak soon.