Kenmure Business Telecom / BB-Demo – Kickoff
Callcompleted
Kenmure Business Telecom · 2025-09-01 15:15
Kickoff for Kenmure's Enterprise implementation. Shona wants fault visibility across teams. Gordon will not rubber-stamp security and wants a live session first. Only one admin is named so far.
What was said
What this says
Current to 13 Oct 26Kickoff for Kenmure's Enterprise implementation. Shona wants fault visibility across teams. Gordon will not rubber-stamp security and wants a live session first. Only one admin is named so far.
What happened: Marcus Bell and Laura Penhaligon kicked off the Enterprise implementation with Shona Baird and Gordon McInnes. Shona named Alan Rennie as admin and herself as sponsor.
Customer view: Shona bought the brain because nobody could see a whole fault story across account management, provisioning and the service desk. Her success test is an account manager who already knows a fault is open and who has it.
Commercial: Enterprise includes security review support, SSO and SCIM. Gordon wants approval rights over access and wants the review before any customer detail connects.
Watch: One admin is thin and Shona has not named a second. Customer identifiers spelled differently across systems could stop the brain joining records.
Themes
Current to 9 Oct 26Theme
Enterprise kickoff, security review
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send Gordon McInnes the security questionnaire and session slots.
- Shona Baird to confirm a second admin by the next call.
- Marcus Bell to set up a fortnightly half-hour check-in during implementation.
Risks
Current to 9 Oct 26- Security review or late credentials could delay the twelve-week Enterprise implementation.
- Only Alan Rennie is named as admin, and no second admin has been confirmed.
- Customer references spelled differently across systems may stop the brain joining records.
Opportunities
Current to 9 Oct 26- Delivering the single fault view Shona described gives a clear value case for the first review and the renewal.
- SSO and SCIM give Gordon the access controls he wants, which supports his sign-off.
Transcript
Marcus Bell NoneHello, can you hear me all right? I'll just share my screen. Afternoon, Shona.
Shona Baird NoneAfternoon, Marcus. Aye, loud and clear. Gordon's just joining, I can see him in the lobby.
Gordon McInnes NoneSorry, sorry. Back to back since lunch. Can you hear me? Right. Afternoon, everyone.
Laura Penhaligon NoneHi both. I'm Laura, I'm the implementation consultant, so I'll be the one doing most of the hands-on work with you over the next few weeks. Marcus will be your CSM once we're live.- Marcus Bell NoneThanks, Laura. So what I want to cover today is pretty simple. Who owns what at your end, which systems we connect first, what Gordon needs from us for the security side, and what the first few weeks look like. Happy to go off-piste if something matters more. Shona, how's your week been?
- Shona Baird NoneDon't ask. We had a fault on a leased line for a customer in Paisley that sat with the wrong team for two days. That's honestly why we bought this. Nobody could see the whole story. Account manager had one view, provisioning had another, the service desk had a third.
- Marcus Bell NoneThat's exactly the sort of thing we want to fix. Right, so you're on Enterprise, a hundred and fifty users, and the order form is £104,500 a year. The contract started on Thursday 28 August 2025 and runs to 27 Aug 2026, so we've got a full year to get this properly embedded.
- Shona Baird NoneLet's not make this complicated. What do you need from me?
- Laura Penhaligon NoneQuite a lot, but not all at once. The first thing is a list of the systems the brain should read from. From what Tom captured in the sales process, it's the CRM, the helpdesk, the provisioning records, the billing data and the call recorder. Does that still sound right?
- Shona Baird NoneMostly. The provisioning side is the messy one. It's a mix of a proper system and a couple of spreadsheets that the install team swear by.
- Laura Penhaligon NoneRight, mm. That's common. We'd start with the clean sources, get those loading, and then look at how to bring the spreadsheets in without making anyone's life harder.
- Gordon McInnes NoneCan I come in on that? Before anything connects to anything, I need to understand where the data physically sits. My understanding is it all runs inside our own Snowflake account. Is that right?
- Laura Penhaligon NoneYes, that's right. The brain is built and run inside your Snowflake account, so your data doesn't leave your environment. We work with a role that your team creates and controls.
- Gordon McInnes NoneGood. That's the answer I was hoping for. And who at BB-Demo can see inside it?
- Laura Penhaligon NoneOnly the people working on your implementation, and only through that role. You can see the access log, and you can revoke it whenever you like. I'll send you a written description so you've got it for your files.
- Gordon McInnes NonePlease do. Because the security review isn't going to be a rubber stamp, I'll be honest. We hold billing records and circuit details for nine thousand small businesses. If something leaks, it's me on the phone to the regulator.
- Marcus Bell NoneCompletely fair. Enterprise includes security review support as part of the implementation, so Laura will work through your questionnaire with you rather than just throwing documents over.
- Gordon McInnes NoneFine. I'd rather do it in a session than by email. Emails go round in circles.
- Shona Baird NoneGordon's not wrong. Can we put that in the diary now? Otherwise it drifts.
- Laura Penhaligon NoneYes, let's. I'll send a couple of slots after this call, and Gordon, you pick whichever suits. I'd suggest we do it before we connect anything with customer detail in it.
- Gordon McInnes NoneThat's the right order. Yes.
- Marcus Bell NoneOkay, so that's one. Second thing is people. Who's your day-to-day owner, Shona? Is that you, or is there somebody else?
- Shona Baird NoneI'm the sponsor and I'll want to see it first, but I'm not going to be in the weeds. Alan Rennie in billing and data is the one who actually knows where everything lives. He'll be your admin. I'll bring him to the next call.
- Laura Penhaligon NoneThat's great, Alan sounds ideal. One thing I'd flag, though: one admin is a bit thin. If he's off sick or on leave and a connector breaks, you're stuck. Is there anyone else who could be a second pair of hands?
- Shona Baird NoneHmm. Let me think. Someone from the service desk side, probably. I'll come back to you on that, I don't want to name someone and then have them say no.
- Gordon McInnes NoneAnd from my side, I'd want to be the approver on anything that touches access. SSO and the user provisioning, that sort of thing. Not Alan, no offence to Alan.
- Marcus Bell NoneUnderstood. Enterprise has SSO and SCIM, so we can tie users to your identity provider and have joiners and leavers handled automatically. Laura will walk you through what we need from your side.
- Laura Penhaligon NoneRoughly, it's the details of how your identity setup is configured, and a test group of users. I'll write it up so it's not just in my head.
- Shona Baird NoneWho's got the fault, though? Sorry, this is me going back to the Paisley thing. When this is running, if I ask the brain about a customer, it tells me the circuit, the open ticket and the account manager? All in one go?
- Laura Penhaligon NoneThat's the aim, yes. It depends on the sources being connected and the customer identifiers lining up across them. That's actually the piece I'd like to spend time on, because if the same customer is spelled three ways across three systems, the brain can't join them.
- Shona Baird NoneOh, it is. It absolutely is. Alan will have views on that. He's been tidying it for years.
- Marcus Bell NoneSo a good job for the first couple of sessions. Laura, do you want to run through the plan as you see it?
- Laura Penhaligon NoneSure. Enterprise implementation is about twelve weeks. The first stretch is access and security, so Gordon's review, the Snowflake role and the SSO groundwork. Then we bring in the first couple of sources, check the records look right with Alan, and only then add the messier ones. Dashboards and training come once there's data people trust.
- Gordon McInnes NoneWhat would make you slip? Honest answer.
- Laura Penhaligon NoneHonestly, waiting on access. If the security review drags or the credentials arrive late, everything behind it waits. Data quality is the second one.
- Gordon McInnes NoneThen I'll make sure I'm not the bottleneck. Send me the questionnaire early.
- Marcus Bell NoneThanks, Gordon. That's helpful. Shona, anything you'd want us to be clear on about what success looks like for you? Not a number, just in your own words.
- Shona Baird NoneAn account manager picks up the phone to a customer and already knows there's a fault open, who's got it and when it'll be fixed. Before the customer has to chase. That's it. If we get that, I'm happy.
- Marcus Bell NoneThat's a good one to write down and come back to. I'll put it in our notes so we can check against it at the first review.
- Laura Penhaligon NoneOkay, so actions. I'll send Gordon the security questionnaire and some slots. I'll send Alan an invite and a short list of what I need from him on the data. Shona, you're thinking about a second admin.
- Shona Baird NoneAye, I'll come back to you. By the next call, at the latest.
- Marcus Bell NonePerfect. And I'll set up the recurring check-in so we're not relying on anyone remembering. Shall we book half an hour fortnightly while the implementation's running?
- Shona Baird NoneFine by me. Keep it short.
- Gordon McInnes NoneSame. Thanks, all.
- Marcus Bell NoneBrilliant. Thanks, everyone. Speak soon.
- Shona Baird NoneCheers, all. Bye.
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