Kesselfeld Software / BG-Demo – Onboarding
Callcompleted
Kesselfeld Software · 9 Feb 2026 10:45
On the 9 Feb 2026 onboarding call, Kesselfeld raised a call recorder connector still orange, two invoices marked overdue with wrong terms, and missing Salesforce custom fields. Laura Penhaligon committed to fix all three the same day.
What was said
What this says
As at Fri 9 Oct 2026On the 9 Feb 2026 onboarding call, Kesselfeld raised a call recorder connector still orange, two invoices marked overdue with wrong terms, and missing Salesforce custom fields. Laura Penhaligon committed to fix all three the same day.
What happened: Tim Schröder and Julia Hartmann opened with three open problems. Laura Penhaligon accepted them and promised same-day fixes and an update within the hour.
Customer view: The customer sees BG-Demo's billing as wrong. Both invoices were marked due immediately, and Julia said it looks like the full year is owed upfront, which was not agreed.
Commercial: Laura said the first invoice was BG-Demo's error and the second had wrong payment terms. She said the customer should be on monthly billing with a net-thirty from invoice date. This is a billing mistake on our side, not a sign the customer is withholding payment.
Watch: The call recorder connector had been orange since new credentials were supplied, and a reprovision had failed on BG-Demo's side. The evidence does not show whether any of the three fixes landed.
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 reprovision the call recorder connector and confirm it is green to Tim Schröder and Julia Hartmann.
- BG-Demo finance to correct both invoices to monthly billing with a net-thirty from invoice date and contact Julia directly.
- Laura to walk Tim through adding the Salesforce custom fields in the admin panel and close the open tickets.
Risks
As at Fri 9 Oct 2026- Two invoices marked due immediately with wrong amount and terms may read to the customer as a demand for the full year upfront.
- The call recorder connector was still not back online after the customer supplied new credentials.
- Several same-day promises were made, and the evidence does not show they were met.
Opportunities
As at Fri 9 Oct 2026- Mapping the Salesforce custom fields (renewal dates, health scores) would deepen use of the connector the customer already depends on.
Transcript
Laura PenhaligonHi, Tim, Julia. Thanks for making time. I wanted to check on progress and see what we can clear up.
Julia HartmannHey, Laura. We've got a few things that need sorting.- Laura PenhaligonGo ahead.
Tim SchröderRight. So the call recorder connector is still orange. I gave you the new credentials on Tuesday and we're still waiting for it to come back online.- Laura PenhaligonI've got it on my list. I reprovision that yesterday morning but there was an error on my end. Let me jump on it properly today, I want to get you back to green within a couple of hours.
- Julia HartmannAnd then there's the invoice situation. We now have two that are marked overdue, both from you. One from last month and one from this month.
- Laura PenhaligonOh no. What are the amounts?
- Tim SchröderOne is the full forty-seven thousand five hundred and one is around three thousand nine hundred. Both marked 'due immediately'.
- Laura PenhaligonOkay, so the first one is definitely our error, that was the invoice we talked about last week with the wrong amount. The second one should be correct, but the payment terms are wrong. Let me escalate this to our finance team now. I'll cc you on the email and get them to contact you directly.
- Julia HartmannThat would be helpful. Because from our perspective it looks like we owe the full year upfront, which isn't what we agreed.
- Laura PenhaligonYou're absolutely right. I'm sorry this has happened. You should be on monthly billing with a net-thirty from invoice date. I'll get that corrected today.
- Tim SchröderThanks. And there's also a couple of support tickets open, I filed them because the Salesforce connector isn't pulling some fields we need.
- Laura PenhaligonYes, I can see those. One of them is marked high priority. Walk me through what's missing?
- Tim SchröderWe've got some custom fields in Salesforce: renewal dates, customer health scores, that sort of thing. They're not showing up in the brain.
- Laura PenhaligonAh, okay. That's a config issue, not a blocker. When we set up the Salesforce connector, we mapped the standard fields. Custom fields need to be added separately. Let me jump on those tickets today and walk you through how to add them, it's pretty simple, just needs a few clicks in the admin panel.
- Julia HartmannOkay. So to summarise: the connector comes back green today, the invoices get corrected, and the custom fields get sorted?
- Laura PenhaligonYes. I'm going to make all three of those happen today. I know this hasn't been smooth and I'm sorry. Once we clear these, you should be in good shape.
- Tim SchröderThanks, Laura.
- Julia HartmannYes, appreciate it.
- Laura PenhaligonI'll be in touch within the hour with updates. Cheers.