Kenmure Business Telecom / BG-Demo – Onboarding
Callcompleted
Kenmure Business Telecom · 11 Nov 2025 11:00
Onboarding call on 11 Nov 2025 with Alan Rennie, the named admin. Billing connector comes first, with disputes and owner added. Provisioning is parked until Laura sees the tables. A permissions ticket stays open until a clean load.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 11 Nov 2025 with Alan Rennie, the named admin. Billing connector comes first, with disputes and owner added. Provisioning is parked until Laura sees the tables. A permissions ticket stays open until a clean load.
What happened: Laura Penhaligon and Alan Rennie, the billing analyst and named admin, met on 11 Nov 2025. They set the connector order: billing first, then CRM and helpdesk, with provisioning parked.
Customer view: Alan pulls billing reports from three places by hand and wants the brain to say what is in dispute and who holds it. He put the open permissions ticket down to his own service account.
Commercial: Kenmure is on Enterprise with 150 licensed users and SSO. Only a handful will log in at first, so user headroom is unused for now.
Watch: Shona, the executive sponsor, was not on this call. The CRM owner is still unnamed and the IT identity contact has not yet joined a call.
Themes
As at Fri 9 Oct 2026Theme
Billing connector onboarding
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon sends the billing connector checklist and read-only account request the same day.
- Alan Rennie sends the disputes layout and asks his IT colleague to join the next call.
- Laura reviews the provisioning tables before giving any timing.
Risks
As at Fri 9 Oct 2026- The provisioning database is older and Laura has not seen the tables, so no timing was promised.
- The CRM owner is still to be named and the IT identity contact has not yet joined a call.
- The billing connector permissions ticket stays open until a clean load is proved.
Opportunities
As at Fri 9 Oct 2026- Bring the 150 licensed Enterprise users on in waves, starting with account managers and the service desk.
- Set up SSO and automatic user provisioning before adding many users.
- Disputes with status and owner give account managers an early, concrete use of the brain.
Transcript
Laura PenhaligonHello Alan, can you hear me all right? I've got you on screen but no sound at the moment.
Alan RennieAye, sorry, I was on mute. Morning. Can you hear me now?- Laura PenhaligonPerfect, yes. Morning. How's your week been so far?
- Alan RennieBusy. Month-end is creeping up on the billing side, so I'm pulling reports out of three places and stitching them together by hand. Which is, I suppose, exactly why we bought this.
- Laura PenhaligonHa, that's the pitch in a sentence. Right, so today is about getting the groundwork sorted. I'd like to walk through the connectors we've agreed, who owns each one on your side, and what I need from you to get the first loads running into your Snowflake account. Does that suit?
- Alan RennieThat suits. Shona said I'm the admin for this, so I'll be the one doing most of the clicking. Though I'll need to pull in a colleague in IT for the permissions side.
- Laura PenhaligonThat's fine, that's normal. Let me share my screen. Can you see the connector list?
- Alan RennieI can. Is that the whole thing, or the starter set?
- Laura PenhaligonThat's what's in your order form. You're on Enterprise, so you've got headroom well beyond what we'll switch on first. I'd suggest we start with the three that matter most for what Shona described: the CRM, the helpdesk and the billing system. Then the provisioning tool after that.
- Alan RennieBilling system I can do today, honestly. I'm the person who knows it best. The CRM is owned by the account management team, and the helpdesk by the service desk lead. Provisioning is a different beast.
- Laura PenhaligonDifferent how?
- Alan RennieIt's older. There's a database underneath and a front end somebody built years ago. Circuits, install dates, engineer visits. The data's good but getting at it cleanly is the question.
- Laura PenhaligonOkay. Then I'd park that one for now and not let it hold up the first three. We can come back to it with whoever looks after that database, and I'll want to see a sample of the tables before I promise anything about timing.
- Alan RennieThat's fair. I'd rather you didn't promise anything on it until you've seen it.
- Laura PenhaligonGood. So, billing first. What I need is a read-only service account, and the list of the objects you actually want indexed. Customers, invoices, credit notes, payment status. Anything else?
- Alan RennieDisputes. We track billing disputes against the customer record, and the account managers keep asking me what's in dispute before they ring somebody. If the brain could answer that, I'd be a happy man.
- Laura PenhaligonRight, disputes go on the list. Is that a field on the invoice or a separate table?
- Alan RennieSeparate. Linked by invoice reference. I can send you the layout, it's not complicated.
- Laura PenhaligonLovely. Send me that and I'll map it. Now, the refresh. Every night the brain refreshes and it should be complete by seven in the morning your time on business days. Does your billing run overnight at all? I don't want to read half a batch.
- Alan RennieThe bill run is monthly and it finishes well before midnight. But there's a payments file that lands early morning. Around five, usually. So you'd be fine.
- Laura PenhaligonOkay, that gives us a gap. I'll note it anyway so we can check it in the first week.
- Alan RennieCan I ask about users? We've got a hundred and fifty seats and I think we'll only have a handful logging in at first.
- Laura PenhaligonYes, and that's normal. You've got one hundred and fifty licensed users, you'll bring them on in waves. I'd start with the people who feel the pain most, so account managers and a few from the service desk, and let the rest follow once they've seen it earn its keep.
- Alan RennieShona will want the service desk early. She's quite insistent about it.
- Laura PenhaligonI'm meeting her next week, I think. Same agenda, but with more of the day to day. Before then, the single sign-on. Enterprise includes it, and it's worth setting up before you add lots of people. Who looks after identity at your end?
- Alan RennieThat's the IT colleague I mentioned. I'll ask them to join the next call so you're not relaying through me.
- Laura PenhaligonThat would be ideal. And I'd ask them to think about automatic provisioning of users as well, so leavers drop off without you having to remember.
- Alan RennieRight, aye. Leavers are a perennial problem. Nobody tells me anything.
- Laura PenhaligonLet me pause on one thing. I can see a couple of tickets have come in from you in the last few weeks. Three were marked high priority. Are any of those still bothering you?
- Alan RennieMostly access things. One was me being impatient about a login, if I'm honest. The one that matters is the connector permissions error on the billing side, and I think that's down to my service account rather than anything on your end.
- Laura PenhaligonThat fits what I saw. It was rejecting the role. Once we have the proper read-only account, it should go away. I'll keep the ticket open until we've proved a clean load.
- Alan RennieSensible. Don't close it on my word. I've been wrong before.
- Laura PenhaligonHa. Noted. So, owners. Let me read back. Billing system: you. CRM: the account management lead, via Shona. Helpdesk: the service desk lead. Provisioning: to be confirmed. Identity: your IT colleague. Executive sponsor on your side is Shona. And Marcus Bell is your customer success manager at our end, with Tom Ashdown as account owner. Have I got that right?
- Alan RennieThat's right. Except I'd say the CRM owner is a someone-to-be-named. I'll get Shona to name them.
- Laura PenhaligonFine. I'll put it down as open.
- Alan RennieSorry, I've just checked the billing layout while we were talking. The disputes table has a status column and an owner column. Do you want both?
- Laura PenhaligonBoth, please. The owner column especially, because then the brain can say who has the dispute, not only that there is one.
- Alan RennieGood point. That's the sort of thing Shona keeps asking. Who's got it.
- Laura PenhaligonOkay, so let me summarise what's next. I'll send you the checklist for the billing connector and the read-only account request today. You'll send me the disputes layout and ask your IT colleague to join the next call. And we leave provisioning until I've seen those tables.
- Alan RennieAye, that's it. And I'll tell Shona we're on track, more or less. She'll want to know.
- Laura PenhaligonMore or less is honest. I'd say the first load should be in good shape before the next call, as long as the account request goes through.
- Alan RennieI'll chase it this afternoon. Anything else from you?
- Laura PenhaligonNo, I think that's it. Thanks, Alan, that was really useful.
- Alan RennieCheers Laura. Speak soon.
- Laura PenhaligonSpeak soon, bye.
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