Kaltenbrunn Medizintechnik / BG-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 26 May 2026 08:30
Kaltenbrunn agreed source order, owners and a phased user rollout, with engineers last. Timing for the first live source waits on IT permissions. Christina Möller said she wants value visible well before next year's renewal.
What was said
What this says
As at Fri 9 Oct 2026Kaltenbrunn agreed source order, owners and a phased user rollout, with engineers last. Timing for the first live source waits on IT permissions. Christina Möller said she wants value visible well before next year's renewal.
What happened: On 26 May 2026 Laura Penhaligon, Christina Möller and Kai Petersen agreed to connect tickets first, then the CRM, then the complaints mailbox. Kai owns the ticket data, Christina the mailbox, and a key account operations lead the CRM.
Customer view: Christina wants service managers first, then key accounts, then complaints, with field engineers last. She does not want an engineer arriving with a wrong answer.
Commercial: Christina said the contract renewal is next year and she wants the value visible well before then. Laura said Elena, the CSM, will pick that up once the brain is live. The data sits in the EU region as agreed in the order form, and a data protection note was promised.
Watch: Kai needs IT approval for some connections, so Laura would not promise a live date. The IT backup for Kai is not yet named.
Themes
As at Fri 9 Oct 2026Theme
Onboarding plan and owners
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kai Petersen to send the example set of device identifiers and the list of hospital name differences on Friday.
- Laura Penhaligon to send the permission list and the data protection note, then confirm timing for the ticket source once IT approves.
- Christina Möller to name the IT backup in the minutes.
Risks
As at Fri 9 Oct 2026- IT approval of connector permissions may delay the first live source, and no date was promised.
- Device identifiers are entered inconsistently by engineers and the call centre, and hospital names differ between systems.
- The IT backup for Kai Petersen as admin has not yet been named.
Opportunities
As at Fri 9 Oct 2026- Christina Möller wants value visible well before next year's renewal, which gives the CSM a clear brief.
- Phased rollout to service managers, key accounts, complaints and then engineers builds towards the 150 licensed Enterprise users.
Transcript
Laura PenhaligonMorning, Christina, morning, Kai. Can you both hear me all right?
Christina MöllerGood morning, Laura. Yes, loud and clear. Kai is just joining, I see him in the lobby.
Kai PetersenSorry, sorry, the meeting room booking clashed. Morning. I am here now.- Laura PenhaligonNo problem at all. Grey in Hamburg as usual?
- Kai PetersenGrey and wet, yes. Typical for the end of May, honestly.
- Christina MöllerShall we begin? I have sent a short agenda by email. Three points. First, which sources we connect and in which order. Second, who owns which source on our side. Third, what we need from you before the security steps. Is that acceptable?
- Laura PenhaligonThat's perfect, and it matches what I had. I'd add one small thing at the end, which is the EU region, just so we confirm where everything sits. But start with your three.
- Christina MöllerGood. Then the sources. Our aim is simple: for each hospital, one view of the devices we installed, the service tickets, and the contracts. Which device, which hospital, and what is the history. Today these live in three places and nobody sees them together.
- Laura PenhaligonRight. So because you're on Enterprise, you've got room for a good number of connectors, so we don't need to be stingy. My suggestion is we go for the service ticket data first, then the CRM for the hospital and contract side, and the complaints mailbox third.
- Kai PetersenCan I ask why tickets first? I would have said contracts, because the contract tells us which hospital has which service level.
- Laura PenhaligonFair question. Tickets give the most records quickly and they show you early whether the device identifiers line up. If the identifiers are messy, we want to know in week one, not week five.
- Kai PetersenMm, yes. That is true. Our device identifiers are not always entered the same way. Some engineers type the serial with spaces, some without.
- Christina MöllerWhat is the source for that, Kai? Is it only the field engineers, or also the call centre?
- Kai PetersenBoth. The call centre usually copies it from the hospital's email, so it depends who wrote it. I can pull an example set so Laura sees it.
- Laura PenhaligonPlease do, that would help a lot. A rough extract is fine, nothing polished. I'd rather see the ugly version.
- Christina MöllerLet us agree the next step on that: Kai sends the example set. By when, Kai?
- Kai PetersenEnd of this week. Friday, I think that is fine.
- Christina MöllerFriday. I note it.
- Laura PenhaligonLovely. Second point then, owners. For each source, we want one person on your side who can say yes or no to a question about it, and ideally a backup.
- Christina MöllerFor the ticket data, Kai is the owner. He is the admin for the brain on our side and he knows the structure best. For the CRM, our key account operations lead, who is not on this call. For the complaints mailbox, I will own it myself at the start.
- Laura PenhaligonThat's clear. And the backup for Kai? Because if Kai is on holiday and a connector needs a credential refreshed, we don't want it sitting.
- Christina MöllerFair. Let me name a colleague in IT as the backup. I will confirm it in the minutes.
- Kai PetersenMaybe I should say, the admin permissions in our systems are quite restricted. For some of the connections I will need approval from IT first, so it might take a few days.
- Laura PenhaligonUnderstood, and that's normal. Let's raise those requests now rather than when we need them. I'll write down exactly which permissions each connector needs, read-only wherever possible, and you can hand that list straight to IT.
- Christina MöllerVery good. That is point three, in effect. What do you need from us before the security steps?
- Laura PenhaligonMainly a named contact in IT security, and your single sign-on details, since Enterprise includes that. And a decision on who is in the first group of users. You're licensed for a hundred and fifty, but I wouldn't switch on everyone at once.
- Christina MöllerAgreed. Today only a handful of people are using it, the ones who attended the first sessions. I would like service managers first, then key accounts, and complaints after that.
- Kai PetersenAnd the engineers in the field? They are the biggest group.
- Christina MöllerLast. They need the history on their phone before a visit, yes, but first we must trust the data. I do not want an engineer arriving at a hospital with a wrong answer.
- Laura PenhaligonCompletely sensible. So engineers last, once the identifiers are clean. Now the EU region, quickly. Your data sits in the EU region, as agreed in the order form, and the brain runs inside your own Snowflake account, so nothing leaves that boundary. If your data protection people ask, I'll send a short note.
- Christina MöllerYes please, that note. Our data protection officer will ask, and I would like to answer with a document, not with my memory.
- Laura PenhaligonDone. I'll include it with the permission list.
- Kai PetersenSorry, I was reading the connector checklist you shared. Do we have to finish all the connectors before anyone can ask questions?
- Laura PenhaligonNo, not at all. The first connector going live is enough to start. People can ask questions as soon as there's data, and each new source simply makes the answers richer.
- Christina MöllerGood. And the timing? Can we say when the ticket source is live, so I can write it in the plan?
- Laura PenhaligonI'd rather not promise a day until IT has approved the permissions. If those arrive early next week, then ticket data should be live within a couple of weeks. I'll put that in writing with the caveat.
- Christina MöllerFine, with the caveat. And the contract renewal is next year, so we have time, but I want the value visible well before then.
- Laura PenhaligonUnderstood. Elena, your CSM, will pick that up with you once we're live. For now my job is just getting you running cleanly.
- Kai PetersenOne more question, about naming. In the brain, will hospitals appear under the name in the CRM or the name in the tickets? They are not the same everywhere.
- Laura PenhaligonGood one. We'd choose one as the master, probably the CRM, and map the ticket names to it. That's a mapping table, and you'd own it, with my help to set it up.
- Christina MöllerI accept. The CRM is the master for hospital names. Kai, please include a list of the differences in your Friday extract.
- Kai PetersenYes, I can do that.
- Christina MöllerLet me summarise so the minutes are right. Kai sends the example set on Friday. I name the IT backup. Laura sends the permission list and the data protection note. Laura confirms the timing for the ticket source once IT approves. Is that complete?
- Laura PenhaligonThat's everything on my list too. I'll also send a short recap this afternoon so we have it in writing.
- Christina MöllerThank you. I will send the minutes today as well, you may compare. Viele Grüße, and thank you both.
- Kai PetersenThanks, both. Speak soon.
- Laura PenhaligonCheers, everyone. Have a good week.
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