Kaltenbrunn Medizintechnik / BG-Demo – Kickoff
Callcompleted
Kaltenbrunn Medizintechnik · 12 May 2026 10:15
The 12 May 2026 kickoff agreed scope, connector order and security steps. Only a handful of the 150 licensed users are active and there is one admin. Device matching is the expected slip.
What was said
What this says
As at Fri 9 Oct 2026The 12 May 2026 kickoff agreed scope, connector order and security steps. Only a handful of the 150 licensed users are active and there is one admin. Device matching is the expected slip.
What happened: At the 12 May 2026 kickoff, Laura Penhaligon walked through the connector plan and Elena Novak confirmed the Enterprise scope and a 12-week implementation. Christina Möller wants one view of device, service history, tickets and contract.
Customer view: Andrea Neumann needs EU data residency confirmed in writing, clarity on what the brain can read, and single sign-on. Kai Petersen would rather have a list of unmatched devices than a wrong match.
Commercial: Only a handful of users are active against 150 licensed, and the engineers come after the customer trusts the data. SSO and SCIM are part of Enterprise.
Watch: There is a single admin, Kai. Device matching is where Kai and Laura both expect slips, and the mailbox load waits for Andrea's review.
Themes
As at Fri 9 Oct 2026Theme
Enterprise implementation kickoff
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Andrea Neumann to send the security questionnaire and exclusion list, and to name a second administrator.
- Laura Penhaligon to produce the unmatched device list after the first load and send the spreadsheet column list.
- Elena Novak to send written actions the same day and confirm EU region residency in writing.
Risks
As at Fri 9 Oct 2026- Kai Petersen is the only administrator, so an absence would leave the brain without an admin.
- Device matching is the expected slip, and the customer's trust in the brain depends on matching devices to hospitals reliably.
- Only a handful of the 150 licensed users are active, and the engineers wait until the data is trusted.
Opportunities
As at Fri 9 Oct 2026- Rolling out to service planners and the key account team, then engineers, would deepen use of the 150 licensed users.
- SSO and SCIM setup with the customer's IT colleague is part of Enterprise and gives a second admin candidate.
Transcript
Elena NovakGood morning, everyone. Can you hear me properly? I think the audio is fine on my side.
Christina MöllerGood morning, Elena. Yes, clear. Kai is just joining from the other room, I think.
Kai PetersenHello, sorry, I am here. My headset wanted an update at exactly the wrong moment.
Laura PenhaligonMorning all. Laura here, I'm the implementation consultant, so I'll be the one with my hands on the connectors over the next weeks. Andrea, I think you're the last one in?
Andrea NeumannYes, good morning. Andrea Neumann, Information Security Officer. I am here mainly for the security and data residency part, so please tell me when we get there.- Elena NovakOf course. Thank you all for making the time. To confirm, I sent the agenda yesterday, and I will restate it briefly. First, the scope as agreed in the order form. Second, the connectors and who owns each source. Third, security and the EU region. Fourth, users and administrators. Fifth, the plan and the next steps. Is that still what you expect?
- Christina MöllerYes, that matches my agenda also. I would add one thing at the end, please: let us agree how we write the minutes, so that nothing is lost.
- Elena NovakNoted, and as agreed I will send written actions after this call. I will make sure that they are in your inbox today.
- Elena NovakSo, scope. You are on Enterprise, one hundred and fifty licensed users, contracted at £125,000 a year, and the contract runs from 1 May 2026 to 30 Apr 2027. Christina, in your own words, what should be true for your teams at the end of the implementation?
- Christina MöllerGood question. For me it is simple. A service engineer, before he goes to a hospital, can see the device, the service history, the open tickets and the contract in one place. And the key account manager sees the same thing. And complaints, the same. Today each of us has a different version of the truth.
- Laura PenhaligonRight, that's very much what we built the plan around. One question on that. When you say the device, which system holds the device record today? Is it the field service tool or the CRM?
- Kai PetersenThe device master is in the field service system. The CRM has the hospital as an account, but the devices are only partly there. Some are linked by serial number, some by a free text field. It is not tidy.
- Christina MöllerWhich is the reason I am asking: which device, which hospital? If the brain cannot answer this reliably, the engineers will not trust it.
- Laura PenhaligonFair. So we'd treat the field service system as the source for devices and the CRM as the source for the hospital and the contract owner, and then we match on serial number. The messy free text ones we'd list for Kai rather than guess.
- Kai PetersenThat is good. I would rather have a list of unmatched devices than a wrong match. I can clean some of them myself.
- Elena NovakTo confirm, then: the first action is that Laura produces the list of unmatched devices after the first load, and Kai reviews it. I will write that down as action one.
- Laura PenhaligonYes. Next, connectors. We have the field service system, the CRM, the helpdesk, and the shared drive where the service contracts are kept. Christina, you mentioned the complaints mailbox as well.
- Christina MöllerYes, the complaints come by email to a shared mailbox, and quality management also uses it. What is the source for the status of a complaint? At the moment it is only in the mailbox and a spreadsheet, and I do not want the brain to guess the status from the wording.
- Laura PenhaligonUnderstood. We can index the mailbox so people can ask what was said, but I wouldn't let it declare a status unless there's a field somewhere. If the spreadsheet is the record, we can bring it in as a source and say so in the answer.
- Christina MöllerGood. Then the spreadsheet is the source and Kai is the owner of it. Kai, is that acceptable?
- Kai PetersenYes, I can own it. But it needs a fixed structure, otherwise the connector breaks when someone adds a column. I will tell the team.
- Elena NovakAs agreed, I will record Kai as the owner of the complaints spreadsheet, and Laura will send the column list that must not change. That is action two.
- Laura PenhaligonGood. Let me share my screen for a moment so you can see the connector plan and the order we load things in.
- Laura PenhaligonOkay, you can see it? The field service system and the CRM go first, because everything else hangs off the hospital and the device. Then the helpdesk, then the contracts in the drive, then the mailbox and the spreadsheet. We check the record counts with Kai at each step before moving on.
- Kai PetersenThat order is fine for me. Can the helpdesk come before the contracts? Most of the questions I get are about tickets.
- Laura PenhaligonThat's how it's laid out already, yes. Contracts after tickets.
- Elena NovakThank you. Now the third point, security and the EU region. Andrea, please go ahead with what you need.
- Andrea NeumannThank you. Three things. First, the data must stay in the EU region, as in the order form, and I need that confirmed in writing. Second, I need to understand what the brain can read. Service tickets can contain patient-related information from hospitals, even if they should not. Third, single sign-on. We do not want separate passwords.
- Laura PenhaligonOkay. On the first, the brain is built inside your own Snowflake account, in the EU region, so the data doesn't leave it. Elena will put that in writing for you. On the second, we can exclude fields and whole folders from the connectors, and I'd suggest you tell us what to exclude before the first load, not after.
- Andrea NeumannYes, I prefer before. What is the source of the access rules? Does the brain respect the permissions of the helpdesk?
- Laura PenhaligonGood one, and I want to be careful here rather than promise something loosely. Let me confirm the exact permission behaviour per connector in writing, so you have it for your review. I'd rather you had it on paper.
- Elena NovakI will make sure that this is in the security pack. Andrea, as part of the Enterprise implementation we support your security review, so please send us your questionnaire and we will answer it in one document.
- Andrea NeumannI will send it this week. And for single sign-on, I need to talk to a colleague in IT, because he manages the identity provider.
- Laura PenhaligonThat's fine, SSO and SCIM are part of Enterprise, so we just need him on a short call when you're ready. Not before the first loads are checked, honestly.
- Christina MöllerLet us agree the next step on this: Andrea sends the questionnaire and the exclusion list, and we do not start the first load of the mailbox until she has seen it.
- Andrea NeumannYes, that is right. Thank you.
- Elena NovakFourth point, users and administrators. You have one hundred and fifty licensed users. How many will actually start in the first phase, and who are the administrators? At present I see only a small group using the brain.
- Christina MöllerCorrect, only a handful so far, mostly Kai and me and two colleagues testing. For the first phase I would like the service planners and the key account team. The engineers come after we trust the data.
- Kai PetersenI am the administrator. I think we should have a second one, in case I am ill or on holiday. Maybe someone from IT.
- Laura PenhaligonYes please, I'd push for that. A single admin is a bit of a risk. If Andrea's colleague in IT is already coming for the SSO call, he might be the natural second one.
- Andrea NeumannI will ask him. I think it is possible.
- Elena NovakTo confirm, action four: a second administrator is named by Andrea. And I will arrange a short training for the service planners once the data is loaded. I will propose a date after we have checked it with your team.
- Christina MöllerOne thing I want to be clear about, for my own planning. The invoice for the first year, who do I speak to if finance has a question?
- Elena NovakPlease speak to me and I will take it to our finance team. I would not like to give you a date for their work without asking them first, so I will come back to you in writing.
- Christina MöllerThat is fine. As long as it is a note and not a promise in the air.
- Laura PenhaligonRight, the plan. Enterprise implementation is twelve weeks. The first four are the core connectors and the device matching, then the contracts and the mailbox, then the checks, and the last weeks are for users and tuning. I'll put the weeks in the written plan so you can challenge it.
- Kai PetersenTwelve weeks is fine for us. The risky part is the device matching, I think, not the connectors.
- Laura PenhaligonAgreed, that's where I'd expect the slips. So we'll look at it early, and tell you straight away rather than at the end.
- Christina MöllerGood. Then, the minutes. Elena, you will send them today with the actions and the owners, and I will confirm by reply. If a deadline moves, I want a note.
- Elena NovakAs agreed. Actions one to five, with an owner for each: the unmatched device list from Laura, the spreadsheet column list from Laura, the questionnaire and exclusion list from Andrea, the second administrator from Andrea, and the EU region confirmation from me.
- Andrea NeumannGood. And my review. Please include that the first mailbox load waits for me.
- Elena NovakI will make sure that it is written exactly like that.
- Laura PenhaligonBefore we go, Kai, shall we find twenty minutes later this week to look at the access to the field service system, so I can get a read-only account set up?
- Kai PetersenYes, Thursday or Friday works. I will send you an invitation.
- Laura PenhaligonPerfect, thanks.
- Christina MöllerThank you, everyone. I think we have a clear start. Viele Grüße, and speak soon.
- Elena NovakThank you all. The written actions will follow today. Goodbye.
- Kai PetersenBye, everyone.
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