Kenmure Business Telecom / BG-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 15 Sep 2025 16:00
Onboarding with admin Alan Rennie. Two connectors are live, the helpdesk one is thin because of read permissions, and billing needs a reference mapping. Second admin still unconfirmed.
What was said
What this says
As at Fri 9 Oct 2026Onboarding with admin Alan Rennie. Two connectors are live, the helpdesk one is thin because of read permissions, and billing needs a reference mapping. Second admin still unconfirmed.
What happened: Laura Penhaligon walked Alan Rennie and Shona Baird through the admin area. Two connectors are live and a third, the helpdesk, is configured but loading little.
Customer view: Shona said some early users tried it and felt it did not know much. Alan raised a ticket about the few queues and did not follow the answer he got.
Commercial: Early impressions are thin, which is a value risk before the first review. The fix is on Kenmure's side: widened helpdesk read access and Alan's billing mapping sheet.
Watch: Shona again promised a second admin, now by the end of the week. Provisioning spreadsheets are deferred.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, connector coverage
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to email the helpdesk queue list for Alan Rennie to forward and copy Shona Baird.
- Alan Rennie to send the mapping sheet without the notes columns the next day.
- Shona Baird to introduce Alan to the install team lead and confirm the second admin by the end of the week.
Risks
As at Fri 9 Oct 2026- Early users found the brain thin, which could weaken adoption before more sources are connected.
- The helpdesk connector depends on the customer widening read access to its queues.
- The second admin is still unconfirmed, leaving Alan Rennie as the single point of failure.
Opportunities
As at Fri 9 Oct 2026- Alan's billing mapping sheet could let billing and CRM records join once loaded and checked.
- Provisioning spreadsheets can follow once billing and helpdesk are right, deepening connector use.
Transcript
Laura PenhaligonHi both, can you hear me? I'm just waiting for the screen share to come up. Alan, hello, lovely to meet you properly.
Alan RennieHi Laura. Yes, I can hear you fine. Sorry, my camera's being awkward, I'll leave it off for now.
Shona BairdAfternoon. Worst fault of the week is that Alan's laptop won't let him turn his camera on. Let's not make this complicated.- Alan RennieIt's the update that went out last night. IT are on it, apparently.
- Laura PenhaligonNo bother at all. So today is mostly about you, Alan, since you're the admin. I want to walk through the admin area, check what's connected so far, and agree what we do next. Marcus couldn't make this one, but he's got the notes.
- Shona BairdBefore you start. What's the customer actually seeing right now? Meaning what do my people see if they open it today?
- Laura PenhaligonFair question. Right now, a small group is logging in, mainly to have a look around. They can ask questions of the first couple of sources we connected. It's early, so I'd expect it to feel thin. It gets a lot better when the other sources are in.
- Shona BairdAye, I'd heard that from a couple of folk. They tried it and said it didn't know much. I told them to give it time.
- Laura PenhaligonThat's exactly right, and thank you for saying it. Can I show you, Alan? This is the connectors page. You'll see two are live and loading, and a third that's configured but not yet pulling anything.
- Alan RennieIs that the helpdesk one? I think I set the credentials up but I wasn't sure it had taken.
- Laura PenhaligonIt's the helpdesk, yes. The connection works, but the account you gave us only has read access to a subset of the queues. So it's loading, just not much. That might be the ticket you raised, actually.
- Alan RennieYes, that was me. I asked whether it was meant to be so few. Someone replied, but I didn't follow the answer.
- Laura PenhaligonSorry about that. I'll make sure the answer's clearer. Short version: it's your permissions, not our end, and we can widen it. Do you know who controls the helpdesk roles?
- Alan RennieThat'd be a colleague in the service desk team. I can ask. Do I need to tell her exactly which queues?
- Laura PenhaligonAll the business customer queues, ideally. Faults, provisioning requests and billing queries. I'll put that in an email so you can forward it, and you don't have to explain it from scratch.
- Shona BairdAnd she'll do it by Friday if I ask her. Send it to me as well.
- Laura PenhaligonWill do. Now the one I'm keener on is billing, because Alan, you know that data better than anyone. What does the billing extract look like?
- Alan RennieIt's a nightly export out of the billing system. One row per service per customer per month. There's a customer reference, but it isn't the same as the one in the CRM. Some of the older ones are different again.
- Laura PenhaligonRight. That's the join problem Shona and I talked about at kickoff. Is there a mapping anywhere? A table, a spreadsheet, anything that says this billing reference is that CRM account?
- Alan RennieI keep one. It's a spreadsheet. It's about right for most of the customers, but I'd not swear it's complete.
- Shona BairdAlan, that spreadsheet is more valuable than half our systems. Don't be modest.
- Alan RennieHa. Well. It's got a lot of my weekends in it.
- Laura PenhaligonThen it's exactly what we need. If you can share it, I'll load it as a reference table in your Snowflake account and we'll see how many customers match cleanly. Whatever doesn't match, we'll list and go through together.
- Alan RennieIs it all right to share it as it is? There's a few notes columns in it that are a bit rude about certain customers.
- Laura PenhaligonPerhaps strip the notes columns out first. We only need the two references.
- Shona BairdGood call. Keep the rude ones for yourself, Alan.
- Laura PenhaligonOkay, so, next. Provisioning. I understand some of it's in a proper system and some in spreadsheets. Which is the bigger share?
- Alan RennieHonestly, for new installs the system's fine. For changes to existing circuits, a lot of it's in the install team's sheets. I don't own those, so I'd have to ask.
- Shona BairdI'll sort that. The install team lead owes me a favour. I'll get you an introduction, Alan, and I'll tell her what we need before you speak to her.
- Laura PenhaligonPerfect. I'd suggest we leave the spreadsheets until the other sources look right, so we don't take on too many things at once. Does that suit you?
- Alan RennieYes. I'd rather get billing and the helpdesk right first.
- Shona BairdAye. And Laura, one more thing. Gordon's asked about the second admin again. I've got someone in mind from the service desk. I'll confirm by the end of the week, because I don't want Alan holding this on his own.
- Laura PenhaligonThat's great to hear. A second person makes a real difference when something breaks at an inconvenient moment.
- Laura PenhaligonSo, to recap. I'll email the list of queues for the helpdesk permissions. Alan, you'll send the mapping sheet without the notes. Shona, you'll introduce Alan to the install team lead and confirm the second admin. And I'll load the mapping, check the match rate and come back to you with what doesn't join. Does that sound right?
- Alan RennieThat's all fine. I'll get the sheet over tomorrow.
- Shona BairdSounds right. Cheers, Laura.
- Laura PenhaligonThanks both. Speak soon.
- Alan RennieThanks. Bye.
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