Brimscombe Energy / BB-Demo – Kickoff
Callcompleted
Brimscombe Energy · 2025-01-20 12:30
Kickoff for Brimscombe Energy's Enterprise brain. Siân Pritchard wants value measured before it is claimed. The CISO wants the access model on paper first, and the nightly freshness commitment was raised.
What was said
What this says
Current to 13 Oct 26Kickoff for Brimscombe Energy's Enterprise brain. Siân Pritchard wants value measured before it is claimed. The CISO wants the access model on paper first, and the nightly freshness commitment was raised.
What happened: Callie Brennan ran the kickoff on 20 Jan 2025 with Siân, Nikhil Rao and Oluwaseun Bamidele. Daniel Okafor restated the Enterprise order form: £115k a year, 180 licensed users, term to 9 Jan 2026.
Customer view: Siân's success test is a handler seeing sites, contracts, calls and bills together. She also wants real adoption, and says four or five users would make it a toy.
Commercial: Enterprise freshness cover came up. Daniel said a missed refresh counts, and promised the exact order form wording so Siân can quote the contract.
Watch: Oluwaseun wants mailboxes scoped very narrowly, so they were moved last. Callie declined to give Siân a date for first use until written access is confirmed.
Themes
Current to 9 Oct 26Theme
Enterprise kickoff, measured value
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Siân the order form wording on freshness.
- Callie Brennan to send the setup checklist and data flow note, and the notes the same day.
- Siân Pritchard to send the names of one key accounts and one complaints checker this week.
Risks
Current to 9 Oct 26- The CISO wants mailbox content scoped very narrowly, which could shrink the connector scope.
- No date was given for when teams can first ask questions, because it depends on written access arriving.
- Enterprise freshness is credited, so a late nightly refresh would be a contractual miss.
Opportunities
Current to 9 Oct 26- Siân's three measurable success tests give a ready value case if adoption and the complaints scenario land.
- SSO and SCIM for 180 licensed users is part of the Enterprise tier and is wanted from day one.
Transcript
Daniel Okafor NoneHello, can everyone hear me? I can see Siân and Nikhil. Oluwaseun, I think you're just joining.
Oluwaseun Bamidele NoneYes, I'm here. Sorry, the meeting room screen took a moment. Can you hear me?- Daniel Okafor NoneLoud and clear. Thank you all for making the time, I know the diary is tight on a Monday. How was the weekend, did you get any of the weather?
Siân Pritchard NoneWet, Daniel. Gloucester has been grey since Friday. But we're in the warm and there's coffee, so I can't complain.
Nikhil Rao NoneFine here. I was in early, so I've had lunch twice.
Callie Brennan NoneHa, that's the dream. Right, so, the plan for the next hour. I'd like to do four things. First, a quick round of who does what, so I know who to chase. Second, what good looks like for you, in your words. Third, the sources and the access I need from your side. Fourth, security, so Oluwaseun isn't surprised by anything. And then we agree who sends what and by when. Does that work?- Siân Pritchard NoneThat works. Can I add one thing to the second item? I'd like us to measure before we claim. I don't want a slide in six months saying the brain saved us a fortune if we can't show where it came from.
- Callie Brennan NoneGood, that's exactly what I want to write down. Daniel, do you want to start us off with the introductions?
- Daniel Okafor NoneThanks, Callie. Just to close the loop on where we are. The order form was signed on Friday 10 January 2025, and Tom Ashdown, who owns the commercial side for us, has made sure everything is in order on that. Brimscombe is on Enterprise at £115,000 a year, with 180 licensed users, and the term runs to 9 Jan 2026. Today is the start of the real work. Callie will run the implementation day to day, and I'll be with you afterwards as your customer success manager. So Siân, Nikhil, how is the team finding the idea so far, now it's real?
- Siân Pritchard NoneKeen, honestly. Key accounts, collections and complaints have each been working from their own version of a business customer. One customer, one view. That's what I keep saying to anyone who'll listen. A key account manager sees the contract, collections sees the bill, complaints sees a letter, and nobody sees all three.
- Daniel Okafor NoneAnd that's the part I remember you telling us at the very first conversation, the complaints team having to ring round for answers.
- Siân Pritchard NoneExactly that. And with the regulator's rules, a complaint answer has to be right and it has to be on time. I never let a deadline slip, so if the brain makes that quicker I'll be very happy. If it doesn't, I'll tell you.
- Callie Brennan NoneI'd rather you told me. Nikhil, you're the admin, so tell me how you see your part.
- Nikhil Rao NoneI own the Snowflake account the brain will run in, and I own the sources around it. So loads, roles, schemas. If something breaks I'm the one who gets the message at seven in the morning. I'd like it not to break.
- Callie Brennan NoneUnderstood, and we'll build it so you can run it without us. That's the point of the handover. Oluwaseun, from your side?
- Oluwaseun Bamidele NoneI'm the CISO, so I sign off anything that touches customer data or leaves the network. I'm not here to slow the project down. I'd just like to see the access model and the data flows on paper before anything is connected.
- Callie Brennan NonePerfect, and that's the order I work in anyway. I never start a connector without written access. So nothing gets touched until you've seen it and Nikhil has confirmed it in writing.
- Oluwaseun Bamidele NoneGood. That's the answer I wanted.
- Daniel Okafor NoneSiân, before we go to sources, can I ask the success question? When you look back after the first few months, what would make you say it was worth it?
- Siân Pritchard NoneThree things, and I'll keep them measurable. One, a complaints handler can open a business customer and see sites, contracts, calls and bills together, without switching systems. Two, collections and key accounts stop having the same argument about whose number is right. Three, people actually ask it questions. If the usage is four or five people, it's a toy. I want the teams using it as part of the day.
- Callie Brennan NoneThat's useful. So adoption is one of the measures, and we'll set a baseline before we switch on the refresh. Daniel will look at that with you in the check-ins.
- Daniel Okafor NoneYes. I'd like us to agree the baseline in writing, so there's no argument later about what we said.
- Siân Pritchard NoneGood. Let's measure it before we claim it.
- Callie Brennan NoneRight, sources. What I need from your side is a list of the systems you want connected first, who owns each one, and what the account or service user looks like. Siân, in your head, what comes first?
- Siân Pritchard NoneThe CRM, for the key accounts and contracts. Then the billing and collections system, then the call recorder and the complaints tool. Mailboxes after that, I think. Nikhil, you'll tell me if that's mad.
- Nikhil Rao NoneIt's not mad. The billing system is the awkward one. It has a nightly extract that lands in Snowflake already, so I'd rather you read from that than go to the source.
- Callie Brennan NoneThat maps cleanly, then, and it's better for you. Fewer credentials floating about. Which schema does the extract land in?
- Nikhil Rao NoneI'll have to check the load history before I say. There's a staging schema and a reporting one, and I don't want to guess which has the clean version.
- Callie Brennan NonePlease do. I'd rather wait a day than build on the wrong one. Can you put it in writing, with the role that has access?
- Nikhil Rao NoneWhich role has access is the real question. I'll create a dedicated role for the brain, read only, scoped to the schemas you need. I won't grant anything by email, so it goes through the ticket.
- Oluwaseun Bamidele NoneAnd that ticket should come to me for approval, Nikhil. Least privilege, one role per source, nothing broader than it needs.
- Nikhil Rao NoneAgreed. I'd have done it that way anyway.
- Callie Brennan NoneLovely. Let me share my screen, I have a checklist and I'd like you to see it so there are no surprises. Can you see it? It's a table with each source, the owner, the access, and a date against every step.
- Siân Pritchard NoneYes, I can see it. It's quite long.
- Callie Brennan NoneIt looks long because it's honest. Most of it is one-line steps. Take the CRM row. Step one is the service account, step two is written confirmation of the objects we may read, step three is a test read on a small sample, and only after that a full first load. Before we switch on the refresh, someone on your side looks at the sample and says it looks right.
- Siân Pritchard NoneThat would be me, or someone from key accounts. I'd want a person who knows the customers, not just a data person. No offence, Nikhil.
- Nikhil Rao NoneNone taken. I can tell you the row counts match. I can't tell you the customer is right.
- Daniel Okafor NoneThat's a good split, actually. Nikhil checks the plumbing and Siân's people check the meaning.
- Callie Brennan NoneYes. I'll put the names against it. Siân, who from key accounts?
- Siân Pritchard NoneLet me think. I'll nominate one person from key accounts and one from complaints, and I'll send you the names this week. I'd rather give you the right people than the first people.
- Callie Brennan NoneThat's fine. This week is fine.
- Oluwaseun Bamidele NoneCan I come in on the security side now, while it's on the screen? There's a row for the security review. What do you actually need from me?
- Callie Brennan NoneTwo things. First, anything you want answered from our side, and I'll route it to the right person at BB-Demo. Second, your sign-off on the access model and the data flow, before any connector goes live. We support the review as part of the implementation, so please use us.
- Oluwaseun Bamidele NoneThen my first question is where the data sits. I understand it runs inside our own Snowflake account. Is that right, and does anything of ours leave it?
- Callie Brennan NoneYes, it runs inside your Snowflake account. That's how it's built. The data stays in your account and the brain works on it there. I'll write that up in the data flow note so you have it in writing rather than from a call.
- Daniel Okafor NoneAnd if there's anything in the note you want changed, or a question we can't answer on the spot, I'll come back to you by the end of the week with a straight answer. I'd rather say I'll find out than guess.
- Oluwaseun Bamidele NoneAppreciated. Second question. Single sign-on and user provisioning. We have 180 licensed users. I don't want accounts created by hand.
- Callie Brennan NoneEnterprise includes SSO and SCIM, so users come through your identity provider and leave when they leave. Nikhil, that will need someone from your side on the identity configuration.
- Nikhil Rao NoneThat's a colleague in IT, not me. I'll ask them. It's a schema change if they have to add groups, so not on a Friday.
- Callie Brennan NoneNoted, and we'll plan around that. No Fridays for production changes. I'll write it at the top of the plan.
- Siân Pritchard NoneCan I ask about the refresh? When do my people have the new data? The collections team start early and I don't want them working from yesterday.
- Callie Brennan NoneThe nightly refresh is complete by 07:00 your local time on business days. That's the standard, and it's the same for every tier.
- Siân Pritchard NoneRight. And on Enterprise, if it doesn't land by then?
- Daniel Okafor NoneOn Enterprise, availability and data freshness are both covered, so a missed refresh counts. I'll send you the exact wording from the order form, Siân, so you're quoting the contract and not me.
- Siân Pritchard NonePlease. I'd rather quote the paper.
- Nikhil Rao NoneMy loads finish well before seven normally. If the extract is late, the brain will be late. I'd like a way to see that from your side before the users do.
- Callie Brennan NoneThat's a good ask. I'll put a freshness check in the setup note, so you can see the last successful load per source. Part of handing it over so you can run it alone.
- Nikhil Rao NoneGood. Then I'm happy.
- Daniel Okafor NoneSiân, can I go back to complaints for a moment? You said the answers have to meet the regulator's rules. Is there anything in the process you'd want the brain to respect from the first day, so we don't build around it later?
- Siân Pritchard NoneYes. Every complaint has a clock on it, and the handler needs to see the whole history of the customer, the calls and the bills, before they answer. I'd like the first demo for my team to be one real complaint, with the customer's permission to use the record internally, start to finish.
- Callie Brennan NoneThat's a great first target. A real complaint, end to end. I'll note it as the acceptance scenario for the complaints connector.
- Siân Pritchard NoneWhat does the record say? That's the test. If a handler asks the brain what the record says and it matches the system, we're there.
- Daniel Okafor NoneI like that. Can I suggest we agree it as a shared definition of done, in the plan, so everybody can see it?
- Callie Brennan NoneDone. Right, let me scroll down. Next is the timeline. I'm not going to give dates I haven't checked, so I'll put the order of things and then we'll fix dates once Nikhil's access is confirmed. First the security review and access model. Then the billing extract. Then the CRM. Then the call recorder and complaints. Then the mailboxes. Then the users and SSO. Each stage ends with a check by someone on your side.
- Nikhil Rao NoneI'd move the mailboxes. They're the noisiest source and the one Oluwaseun will have the most to say about.
- Oluwaseun Bamidele NoneI will, yes. Mailbox content is personal data of people who haven't signed up to anything. I'd want to scope it very narrowly, maybe only certain shared mailboxes, and certainly not everyone's.
- Callie Brennan NoneThen I'll move them to last and mark them as subject to your scoping decision. If you decide shared mailboxes only, that's perfectly workable.
- Siân Pritchard NoneFine by me. The CRM, billing and complaints get us most of the way.
- Daniel Okafor NoneAnd that helps us to show value early, which is something we'd like to do for you, Siân.
- Siân Pritchard NoneThen I'll take that. Let me know what you need from me and I'll protect the time.
- Callie Brennan NoneWhat I need from your side is three things from you, Siân: the two names for checking, the list of fields that matter most for a business customer, and a view on what a site and a contract mean in your world. Because in my experience, nobody defines a customer the same way twice.
- Siân Pritchard NoneHa, true. We have at least three definitions. Group, account and site. I'll write it down properly and I'll get Nikhil to read it, so it's not just what I think.
- Nikhil Rao NoneI'll read it. If it contradicts the schema I'll say.
- Callie Brennan NoneGood. Then, from you Nikhil: the read-only role per source, the schema names, and the service account details, all in writing and through the ticket. And Oluwaseun, the questions list and a date you'd like to review the data flow note by.
- Oluwaseun Bamidele NoneI'll send questions by the end of the week. I'd want a few days with the note before we talk again. I'm not going to promise a date on this call, but I won't sit on it.
- Daniel Okafor NoneThat's fair, and we won't push. Just to close the loop on our side: Callie sends the setup checklist and the data flow note, I send the order form wording on freshness, and Siân's names come to us this week. Anything I've missed?
- Nikhil Rao NoneThe schema answer. I'll check the load history and tell you which one.
- Daniel Okafor NoneYes, thank you, Nikhil. That's the one.
- Siân Pritchard NoneOne more from me. When will my teams actually get to ask it something? I have to give them a picture, even a rough one.
- Callie Brennan NoneHonestly, it depends on the access arriving. If the security review and the roles land quickly, the CRM and billing come first and your people can start asking about real customers early. I won't give you a date I can't stand behind. I'll give you one when the first access is confirmed in writing, and I'll tell you the same day.
- Siân Pritchard NoneI'll take that. A straight answer is better than a nice one.
- Daniel Okafor NoneThank you, everyone. I think that's a good start. Callie, will you send the notes this afternoon?
- Callie Brennan NoneYes, notes and the checklist today. Thanks, all. Speak soon.
- Siân Pritchard NoneDiolch, everyone. Speak soon.
- Nikhil Rao NoneCheers.
- Oluwaseun Bamidele NoneThank you. Goodbye.
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