Kaltenbrunn Medizintechnik / BG-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 2 Jun 2026 12:30
Kai Petersen reported that ticket records stopped growing after a form change, with no warning in the brain. Laura Penhaligon confirmed the mapping fix and the count is moving again. Single sign-on is the next blocker.
What was said
What this says
As at Fri 9 Oct 2026Kai Petersen reported that ticket records stopped growing after a form change, with no warning in the brain. Laura Penhaligon confirmed the mapping fix and the count is moving again. Single sign-on is the next blocker.
What happened: The 2 Jun 2026 onboarding call opened with the ticket connector. Records had stopped growing after the service team added a required field, and the connector skipped rows that did not fit.
Customer view: Kai confirmed in the admin view that the count was moving again. He only noticed the stall by comparing with the customer's own system, which is the quiet staleness the brain should flag.
Commercial: The customer is licensed for a hundred and fifty users and has only a handful of service managers on the brain so far. Single sign-on is held up by IT, which blocks widening to key accounts.
Watch: Christina Möller was absent and wants a summary with sources. An IT backup still needs admin rights, and form changes must be flagged to BG-Demo in advance.
Themes
As at Fri 9 Oct 2026Theme
Stalled ticket connector fix
Importance
neutral
Sentiment
mixed
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 exact single sign-on request for IT, to be handed over on Thursday.
- Kai Petersen reviews the second page of the mapping sheet and marks uncertain hospitals in yellow.
- Laura and Kai add the IT backup as an admin.
Risks
As at Fri 9 Oct 2026- Customer form changes can silently stall a connector, and the customer noticed only by comparing with its own system.
- Single sign-on is blocked on an unanswered IT request, which holds back wider rollout across the licensed users.
- The IT backup does not yet have admin rights in the brain.
Opportunities
As at Fri 9 Oct 2026- Key accounts are the planned next user group, with plenty of licensed room on Enterprise.
- The freshness check and amber marker can be set up to alert Kai and the IT backup.
Transcript
Laura PenhaligonAfternoon, Kai. Hope lunch was good. Can you see my screen yet?
Kai PetersenAfternoon, Laura. Not yet. Ah, now yes. Lunch was a sandwich at my desk, so, you know.- Laura PenhaligonSame here, to be honest. Christina isn't joining today?
- Kai PetersenNo, she is at a hospital site this afternoon. She said I should take notes and send her the summary. She will want it with sources, of course.
- Laura PenhaligonOf course she will. Right, today I'd like to do three things. Look at where the ticket connector is, go through the mapping of hospital names, and talk about the ticket you raised last week.
- Kai PetersenGood. The ticket first, maybe? It is the one thing bothering me.
- Laura PenhaligonSure. Remind me of the symptom in your own words, and I'll cross-check with what support wrote.
- Kai PetersenSo the service ticket records were loading, then one morning the number of records stopped growing. Nothing in the brain said it was broken. It just stayed the same, day after day, and I only noticed because I was comparing with our own system.
- Laura PenhaligonMm. That's the awkward kind, where it looks fine and is quietly stale. And what had changed on your side around then?
- Kai PetersenOur service team added a new required field to the ticket form. I did not think it would matter.
- Laura PenhaligonThat would do it. The connector expected the old shape and quietly skipped the rows that didn't fit. Support has fixed the mapping, and the records should have caught up. Can you check on your side?
- Kai PetersenOne moment, I open the admin view. Yes, the count is moving again, and the latest ticket is from this morning. Good.
- Laura PenhaligonGreat. For the future, I'd like you to tell us before form changes like that. Even a one-line message to me is enough. Otherwise we only learn from the symptom.
- Kai PetersenYes, I will. I have to tell the service team as well, they change things without thinking about downstream.
- Laura PenhaligonEveryone does, don't worry. It's one of the reasons we watch the record counts. Now, can I show you the freshness check? It's on the connector page.
- Kai PetersenPlease.
- Laura PenhaligonSo that's the pattern: the nightly refresh finishes early in the morning, and if the record count is flat for several days you'll see the amber marker. You'd want to set that alert to go to you and to the backup in IT.
- Kai PetersenOkay. I think I understand. The backup is a colleague in IT, Christina confirmed it, but I have to check that he has the right role in the brain.
- Laura PenhaligonGood thought. He'll need admin rights, so let's add him together before we finish. Now the hospital names. You sent the list of differences, thank you, it was very useful.
- Kai PetersenI tried to be complete. Some of the hospitals are written three ways. A university hospital can appear with the city name, with the abbreviation, and with the old name before the merger.
- Laura PenhaligonYes, that's the exact thing. So the approach is: the CRM name is the master, and I've built a mapping sheet with your variants alongside. Let me share it. Tell me where I've guessed wrong.
- Kai PetersenOkay, I see it. This one is wrong, these are two different sites of the same group, they should stay separate. Service contracts are different for each.
- Laura PenhaligonGood catch, that's precisely what I wanted. I'll split them. Anything else on the first page?
- Kai PetersenNot on the first page. Let me scroll. The second page has the Austrian hospitals and I am less sure about those, I would have to ask the colleague in key accounts.
- Laura PenhaligonFine. Take the sheet, ask them, and mark anything uncertain in yellow. I'd rather have an honest yellow than a confident wrong answer.
- Kai PetersenThat is also how Christina would say it, I think. Which hospital, what is the source.
- Laura PenhaligonHa, yes, I've picked up the catchphrase already. Right, let's talk users for a minute.
- Kai PetersenSo at the moment it is only the people who came to the first sessions. Service managers, mainly. They ask questions about a hospital before a review meeting.
- Laura PenhaligonThat's a healthy start, a handful of regular people. When you widen it, I'd bring key accounts in next, exactly as Christina said. And you have plenty of room: you're licensed for a hundred and fifty.
- Kai PetersenYes. I do not want to rush. But the single sign-on is the next blocker, IT has not yet answered.
- Laura PenhaligonOkay, that's worth chasing. I'll send the exact request IT needs, with the technical details, so they don't have to guess. Can you give it to the right person on Thursday?
- Kai PetersenYes, I give it to the colleague who handles the identity system. I will copy you in.
- Laura PenhaligonLet me recap. Ticket connector is flowing again and you'll warn us before form changes. You review the second page of the mapping sheet and mark uncertain ones. I send the single sign-on request. We add the IT backup as an admin. Did I miss anything?
- Kai PetersenNo, that is everything. I will write it up for Christina with the sources, as she likes.
- Laura PenhaligonPerfect. Thanks, Kai. Speak soon, and thanks for being so thorough.
- Kai PetersenThank you, Laura. Bye for now.
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