Penwortham Mutual / BG-Demo – Onboarding
Callcompleted
Penwortham Mutual · 24 Jun 2026 11:15
On 24 Jun 2026 the CRM and partner portal were clean and data mapping was ready to start, but Microsoft 365 sign-on had slipped behind IT's sprint. Hamza Akhtar named it the dependency for go-live at the end of July.
What was said
What this says
As at Fri 9 Oct 2026On 24 Jun 2026 the CRM and partner portal were clean and data mapping was ready to start, but Microsoft 365 sign-on had slipped behind IT's sprint. Hamza Akhtar named it the dependency for go-live at the end of July.
What happened: Hamza reported the systems documentation as good and CRM authentication working. The member warehouse is more complex but manageable.
Customer view: Phil said IT is mid-sprint, so the Microsoft 365 work may land next week. Both customer contacts sounded engaged, and Phil said the team is curious about what they will be able to do.
Commercial: Hamza proposed starting with a hundred users out of 150 and adding more as adoption grows. Member ops and partner management are expected to be the heaviest users.
Watch: Go-live at the end of July hangs on the OAuth configuration. Clare said she would chase Phil's team the next day.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Clare Huddleston to check with Phil Catterall's team that IT has what it needs for Microsoft 365.
- Hamza Akhtar to send the user provisioning list the following week.
Risks
As at Fri 9 Oct 2026- Microsoft 365 OAuth configuration sits behind the customer's IT sprint and gates the end of July go-live.
- The member warehouse schema is complex, which may slow mapping of the roughly two hundred fields.
Opportunities
As at Fri 9 Oct 2026- Starting with a hundred of 150 users leaves room to add users as member ops and partner management adopt it.
Transcript
Hamza AkhtarRight, how are we getting on? Good to see you both again.
Phil CatterallMorning. Yeah, we've had a productive week. We've documented the systems and got some of the credentials sorted.- Hamza AkhtarBrilliant. And the Microsoft 365 side, how are we looking?
- Phil CatterallWe've sent the documentation to our IT team. They're moving on it, but it's mid-sprint for them, so maybe next week for the final bits.
- Hamza AkhtarOkay, that's fine. It's still early. Let me walk through what we've been doing on our end. I've reviewed your systems documentation, it's good. The CRM is clean, the partner portal data looks solid. The member warehouse schema came through, that's really helpful. I've started testing the CRM authentication and that's working, so we can move to prod early next week.
Clare HuddlestonAnd from the data side, what are we mapping first?- Hamza AkhtarSo the CRM is pretty straightforward, complaints and cases. That's your member interaction data. From the partner portal, we're pulling scheme membership and performance. And the warehouse gives us claims and financial data. Once I've got those three flowing cleanly, we'll do a validation call with you so you can tell us if we're capturing the right fields.
- Phil CatterallHow many fields are we talking about?
- Hamza AkhtarProbably two hundred across all three systems. Most of them we'll index, some we'll leave out if they're not useful. We'll make that call together once we can see what's flowing.
- Clare HuddlestonAnd the user side, when can we start testing with real people?
- Hamza AkhtarOnce we've got the data flowing cleanly, probably mid-July. That's when we'll do a training session and get a few of your team asking real questions. Before that, you'll need everyone's email addresses so we can provision accounts. We can do that next week.
- Phil CatterallI can get that sorted. Do you need all 150, or just a subset to start?
- Hamza AkhtarLet's start with a hundred, get your core operational teams in. You can add more as people adopt it. No rush to onboard everyone at once.
- Clare HuddlestonThat makes sense. So our timeline is Microsoft 365 auth next week, data mapping week after, then users mid-July?
- Hamza AkhtarRoughly, yeah. That keeps us on track for go-live end of July, eight weeks from signature.
- Phil CatterallGood. Anything on your end holding things up?
- Hamza AkhtarNot from us. The CRM and partner portal are clean. The warehouse is a bit complex but it's manageable. Once your Microsoft 365 admin has the OAuth configured, we'll be rolling. That's really the dependency.
- Clare HuddlestonOkay, I'll check in with Phil's team tomorrow, make sure they've got what they need.
- Hamza AkhtarPerfect. And in the meantime, can you two think about, which part of your team is going to be the heaviest user? Member ops, partner management, finance?
- Clare HuddlestonProbably member ops and partner management equally. They're the ones who live in the data.
- Hamza AkhtarGood. That helps me scope the dashboard templates. I'll make sure they cover member performance and partner compliance and financials. Any other big questions?
- Phil CatterallNot from me. We're pretty excited, to be honest. The team's curious about what they'll be able to do.
- Hamza AkhtarYeah, you've got good data. Once it's in the brain, they'll ask questions they didn't think to ask before. That's usually when the value clicks. Right, next week, same time?
- Clare HuddlestonYep, works for us.
- Hamza AkhtarBrilliant. I'll send over the user provisioning list next week. Cheers, both.