Brimscombe Energy / BB-Demo – Onboarding
Callcompleted
Brimscombe Energy · 2025-02-17 14:00
Onboarding call on 17 Feb 2025. Siân Pritchard wants one customer view and must show what the contract is worth. Nikhil Rao insists on written, table-based access. Billing export timing is the main technical worry.
What was said
What this says
Current to 13 Oct 26Onboarding call on 17 Feb 2025. Siân Pritchard wants one customer view and must show what the contract is worth. Nikhil Rao insists on written, table-based access. Billing export timing is the main technical worry.
What happened: Onboarding call on 17 Feb 2025 with Siân Pritchard and Nikhil Rao. Callie Brennan agreed the source order, a dedicated Snowflake role and a team-by-team rollout.
Customer view: Siân said the key-account team had just seen renewing contracts and open complaints side by side for the first time, but only from the proof sample. She is measured on one customer view.
Commercial: Siân said the contract is a hundred and fifteen thousand a year and she has to show what that is worth. She wants a count of questions asked from day one, which Callie said Daniel will pick up in the reviews.
Watch: The billing export sometimes finishes just before 07:00, mostly at month end, so it is held out of the first refresh. Only a handful of the 180 seats had logged in.
Themes
Current to 9 Oct 26Theme
Onboarding access and rollout
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- Callie to send the grants table, a written setup note and the security questionnaire answers by the end of the week.
- Siân to provide the access grid and name someone to tidy the contract folders.
- Nikhil to share the old and new contract table column names in the shared folder the same day.
Risks
Current to 9 Oct 26- The billing export can finish just before 07:00, so the nightly refresh could go stale for that source.
- Only a handful of the 180 seats had logged in, so adoption depends on a careful phased rollout.
- Siân must show what the contract is worth, so a weak early question count would weaken the value case.
Opportunities
Current to 9 Oct 26- Phased rollout to complaints, key accounts and collections can build usage that supports the value case.
- Enterprise features such as SSO, SCIM and group permissions are already part of the customer's plan and speak to its regulatory needs.
Transcript
Callie Brennan NoneHello, can you hear me all right? I can see Siân, and Nikhil's just joined. Lovely.
Nikhil Rao NoneYep, got you. Give me a second, I've got the load history open on the other screen.
Siân Pritchard NoneGood afternoon, Callie. Yes, we can hear you fine. It's just the two of us today, the others are in the complaints review until half past, so I'll fill them in afterwards.- Callie Brennan NoneThat's absolutely fine. Right, so, the plan for the next hour, or a bit less, I think we'll come in under. First, I want to walk through the list of sources and agree the order we connect them. Second, what I need from your side is access: which role, which credentials, and who signs them off. Third, who gets what on day one, so the first refresh lands for people who are actually going to look at it. Then we agree the actions with a date against each. Does that work?
- Siân Pritchard NoneThat works. Can I start with one thing, because it shapes the rest? This week the key-account team asked the brain for every business customer with a contract renewing soon and an open complaint. They got an answer, but only from the sample you loaded in the proof. It's the first time I've seen those two lists side by side without a spreadsheet.
- Callie Brennan NoneGood, that's exactly the use case we scoped. So the point of the next few weeks is to make that answer true for every site, not just the sample.
- Siân Pritchard NoneRight. One customer, one view. That's the phrase I keep using internally, and it's what I'll be measured against.
- Nikhil Rao NoneCan I come in on the access side? Before anyone sends anything. Nothing goes by email. I don't grant access by email, so if the plan involves someone pasting a credential into a message, that's a no from me.
- Callie Brennan NoneUnderstood, and that's how I'd prefer it. I never start a connector without written access, but written doesn't mean in the body of an email. What I'd suggest is that you create a dedicated role inside your Snowflake account, scoped to the schemas the brain needs, and then we agree the grants in a shared document. You apply them yourself.
- Nikhil Rao NoneWhich role has access, in that model? Is it one role for everything or one per source?
- Callie Brennan NoneOne role for the brain itself, read and write on its own schema, and read only on whatever it's indexing. Then the source systems each get their own service user with the narrowest scope that source allows. I'll write that up as a table, so you can see every grant and why it's there.
- Nikhil Rao NoneGood. An auditor can follow a table. They can't follow a chain of emails.
- Siân Pritchard NoneHe's right, and that's a point for the regulator too. When we answer a complaint using something the brain told us, we have to be able to show where the fact came from.
- Callie Brennan NoneYes, and that's why every answer carries its source record. We'll test that on a complaint case before we switch it on for the team. Let's go through the sources, then. I've got the list from the scoping call. Siân, correct me where it's moved on. Customer relationship system first, which holds the accounts, sites and contracts.
- Siân Pritchard NoneYes. That's the spine. Every business customer, every site, the contract and its end date. Nikhil owns the extract from it into Snowflake, so you'll find it's already landing nightly.
- Nikhil Rao NoneIt lands by about half past five. I checked the load history this morning, and the last two weeks are clean. One thing, though. There was a schema change last month, a couple of fields renamed on the contract table. That's a schema change, and it matters for your mapping.
- Callie Brennan NoneThat's really helpful, thank you. Can you send me the old and new column names, in the document rather than a message? I won't say it maps cleanly until I've checked it against the live table.
- Nikhil Rao NoneI'll put it in the shared folder today. Both versions, with the date it changed.
- Callie Brennan NonePerfect. Second source, billing. Bills and payments by site. I think this is the one the collections team cares most about.
- Siân Pritchard NoneIt is. Collections want to see an overdue balance next to the calls and the complaints for the same customer, so they stop chasing someone who's already unhappy about a disputed bill. That sounds obvious, but today it takes three logins.
- Nikhil Rao NoneBilling is the awkward one. It's not in Snowflake directly. There's an export that runs overnight, and it finishes later than I'd like. Some nights it's just before seven.
- Callie Brennan NoneRight, and that matters, because the nightly refresh needs to be complete by seven in the morning on business days. If your export is finishing at the edge of that, we want to know before we promise anything to the teams. Is the late finish a pattern?
- Nikhil Rao NoneMostly month end. I wouldn't call it a pattern, but I'd rather say it now than have you discover it. Loads finished before the morning is the only standard I care about.
- Callie Brennan NoneAgreed, so let's do this. We connect billing, but we hold it out of the first refresh for the wider group, and we watch it for a couple of weeks. If it slips, we move the brain's start later for that source, rather than let people see half a day's data and not know it.
- Siân Pritchard NoneI'm fine with that. Let's measure it before we claim it. I'd rather tell collections it's coming in a fortnight than tell them it's live and then have it be wrong.
- Callie Brennan NoneGood. Third, the call recorder. Key-account calls, and the customer service line. Siân, is that both?
- Siân Pritchard NoneBoth, yes. Though the customer service recordings are the sensitive ones. They contain things people say about their bills and sometimes about their health, vulnerable customers, that kind of thing. I need to be sure who can see them.
- Nikhil Rao NoneWhich is a permissions question, not a connector question. We'll need the brain to respect the group boundaries. I don't want the key-account team reading a customer service call just because it's indexed.
- Callie Brennan NoneThat's how Enterprise works, you set the access groups and the brain follows them. What I need from your side is the list of groups and which sources each can see. If you can give me that as a simple grid, I'll build it into the setup, and then we test it with a user from each team before anyone else is let in.
- Siân Pritchard NoneI can do the grid. Three groups to start with: key accounts, collections, complaints. Then a small group for me and Nikhil with wider access.
- Callie Brennan NoneLovely. And on sign-in, you bought single sign-on and the automatic user provisioning, so I'll want to talk to whoever looks after your identity provider. Is that Nikhil's team?
- Nikhil Rao NoneIt's a colleague in IT. I'll introduce you. But I'd like the security review finished before we switch on provisioning. I don't want accounts appearing in the brain that nobody's approved.
- Callie Brennan NoneThat's the right order. The security review support is part of what you've bought, so we'll send the questionnaire answers across this week and you can tell us what's missing. Nothing gets provisioned until you say so.
- Siân Pritchard NoneCallie, can I ask about the number of people? We've a hundred and eighty seats, and at the moment about a handful of people have actually logged in, mostly my team and Nikhil's. I don't want us to roll out to everyone at once and have it go badly.
- Callie Brennan NoneNo, and I wouldn't recommend it. What I'd do is phase it by team. Complaints first, because they have the hardest deadline and the clearest test, then key accounts, then collections. Each group gets a short session with their own questions, using their own customers. If the first group's happy, the next one hears it from a colleague, which is worth more than anything I say.
- Siân Pritchard NoneThat's sensible. And complaints is the one where I can't have a deadline slip, so I'd like to be certain the complaint history is complete before they start. Not just the recent ones.
- Nikhil Rao NoneHow far back does it go?
- Siân Pritchard NoneThe system holds everything, but the regulator's rules only need the last few years for open and recently closed cases. I'd start there and widen it later.
- Callie Brennan NoneGood, that keeps the first load manageable, and it means the first refresh is more likely to land cleanly. Let me read back what I've got, so we don't lose it. Customer relationship system, billing held out of the first refresh, call recorder with group permissions, helpdesk to come. Is there anything on the list that I've missed?
- Nikhil Rao NoneThere's the document store. The contract PDFs. Twenty-odd sources around Snowflake and that's one that always gets forgotten.
- Callie Brennan NoneThank you, I'm glad you said it. Contracts are exactly where the brain earns its keep for key accounts. Is it a shared drive, or a document system with its own login?
- Nikhil Rao NoneShared drive, with folders per customer. Naming isn't consistent, I'll warn you now. Some are by company name, some by account number.
- Callie Brennan NoneThat's useful to know, and I'd rather find that out today than on the first refresh. We'll match on the account reference where it exists and flag the rest for someone to look at, rather than guess.
- Siân Pritchard NoneI'll find someone on the key-account team to sort the strays. They know the customers better than any rule would.
- Callie Brennan NoneBrilliant. So, to close the loop, what happens next. By the end of this week, Nikhil, the column names, the role design, and the introduction to your colleague in IT. Siân, the access grid and the name of whoever will tidy the contract folders. From me, the grants table and a written setup note, so you've got a record of every decision we've made today. And the security questionnaire answers go to you both.
- Nikhil Rao NoneFine. I won't change anything in production on a Friday, so if that's the deadline, it's applied the following Monday.
- Callie Brennan NoneUnderstood. That's a sensible rule and I'll plan around it. Then the first connector goes live early next week, the customer relationship system, and I'll tell you before the refresh runs, not after.
- Siân Pritchard NoneCan I say one more thing? Not a worry, just so it's on the record. The contract with you is for a hundred and fifteen thousand a year, and I've got to show what that's worth. So whatever we set up, I want a few questions we can count from the start. Not a big claim, just how many times the teams ask, and what they asked.
- Callie Brennan NoneThat's a good instinct, and the brain keeps that count for you. I'll make sure the baseline is recorded from the first day. Your customer success manager, Daniel, will take it from there when we get to the reviews.
- Siân Pritchard NoneGood. Diolch, Callie. This has been useful. I'll fill in the others after the complaints review.
- Nikhil Rao NoneSame. I'll send the schema document today. Nikhil.
- Callie Brennan NoneThanks both. Speak soon. Thanks, Callie.
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