Kaltenbrunn Medizintechnik / BG-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 16 Jun 2026 10:15
Christina Möller set the agenda: connector order, EU data residency, user set-up and a first-weeks test. She wants EU residency confirmed in writing and a sourced answer for one hospital. BG-Demo owes a written security answer.
What was said
What this says
As at Fri 9 Oct 2026Christina Möller set the agenda: connector order, EU data residency, user set-up and a first-weeks test. She wants EU residency confirmed in writing and a sourced answer for one hospital. BG-Demo owes a written security answer.
What happened: On 16 Jun 2026 Christina led a four-point onboarding call. Phase one connectors are the CRM, helpdesk and service database, with the Nordic spreadsheet parked as phase two.
Customer view: Hospital contracts require data to stay in the EU, and she wants that confirmed in writing, not only on a call. Her test is one hospital with devices, tickets and contract in one place, answered with a source.
Commercial: The customer is on Enterprise with EU data residency in the order form. Laura could not answer the sub-processor question from memory and promised a written answer by the end of next week.
Watch: Delivering the security answer on time matters. Single sign-on depends on IT, and the service database needs a formal request.
Themes
As at Fri 9 Oct 2026Theme
Enterprise onboarding and EU residency
Importance
neutral
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- Laura Penhaligon sends the IT access request, the single sign-on checklist and the written security answers.
- Kai Petersen lists hospital candidates and moves the Nordic spreadsheet to a shared drive.
- Christina Möller names the CRM owner, sends the minutes and invites everyone to a short call next week on the helpdesk connector.
Risks
As at Fri 9 Oct 2026- The written security answer on sub-processors and the access list is owed by the end of next week.
- The service database sits with IT and single sign-on depends on the identity team, so delays are possible.
- The Nordic spreadsheet is unclean and may weaken the first hospital test.
Opportunities
As at Fri 9 Oct 2026- A successful single-hospital test with sourced answers would build the case for rollout across the licensed users.
- Key account managers and team leads are named as early users, which points to wider adoption.
Transcript
Laura PenhaligonHello, can you hear me all right?
Christina MöllerYes, good morning Laura, I hear you clearly. Kai is joining as well, I think he is still finishing another meeting.- Laura PenhaligonNo problem, we'll give him a minute. How has your week been so far?
- Christina MöllerBusy. We had a hospital complaint on Monday that took half of the team, but it is under control now. And you?
- Laura PenhaligonFine, mostly emails and a very long train journey yesterday. Oh, I think that's Kai.
Kai PetersenSorry, sorry, hello. My last call ran over. Morning both.- Christina MöllerGood, then we can start. I have sent the agenda by email, but let me say it. Point one, the order of the connectors and who owns each source. Point two, the EU data region and what we must confirm for our security review. Point three, user set-up, so single sign-on and provisioning. Point four, what we want to see in the first weeks. Then next steps, and I will write the minutes.
- Laura PenhaligonLovely, that works for me. And it's a good agenda because it follows how we normally build this up. Shall I start with connectors?
- Christina MöllerPlease.
- Laura PenhaligonSo under the order form you are on Enterprise, and that gives you room for a good number of connectors, more than you will need on day one. My suggestion is we do not switch everything on at once. We start with the three sources that answer your main question, which is: for one hospital, which devices, which service tickets, which contracts.
- Christina MöllerYes. Which device, which hospital. That is the question my engineers ask, and the key account managers ask the same thing from the other side.
- Laura PenhaligonRight. So the three would be the CRM, where your hospital accounts and contracts live, the helpdesk with the service tickets, and whatever holds the installed device records. Kai, is that last one a single system?
- Kai PetersenNot exactly. Mostly it is one service database, but some older devices are only in a spreadsheet that the Nordic team keeps. I would not call it clean, to be honest.
- Christina MöllerWhat is the source of the spreadsheet, Kai? Who maintains it?
- Kai PetersenA colleague in the Nordic service team. She updates it after installations. I can ask her to put it on a shared drive instead of mailing it around.
- Laura PenhaligonThat would help a lot, because a connector can read a shared drive but not someone's inbox. Let's park the spreadsheet as phase two and not let it block the first three.
- Christina MöllerAgreed. Let us write it down: phase one, CRM, helpdesk, service database. Phase two, the Nordic spreadsheet. Owner for the spreadsheet is Kai.
- Kai PetersenFine, yes.
- Laura PenhaligonAnd for each connector we need one person who can grant access and answer questions when a field looks odd. Who is that for the CRM?
- Christina MöllerOur sales operations colleague. I will name the person in the minutes and copy you. For the helpdesk it is Kai.
- Kai PetersenYes, I am the admin there already, so that is easy. The service database is a bit different, that belongs to the IT team and they will want a proper request.
- Laura PenhaligonOkay. I can write that request for you, in plain words, what we read, how often, and that it stays inside your own Snowflake account. That last part usually calms people down.
- Christina MöllerThat would be very helpful. IT will ask where the data goes, so please be exact.
- Laura PenhaligonIt doesn't leave. The brain is built and run inside your Snowflake account, so nothing is copied to us. Which brings us nicely to point two, the EU region.
- Christina MöllerYes. Our hospital contracts say the data must stay in the EU. I need that confirmed in writing, and not only in a call.
- Laura PenhaligonUnderstood. It's in your order form as EU data residency, and I'll send you the wording of the security pack that covers it so you can attach it to your own file. Anything specific your security team asked for?
- Christina MöllerThey want a list of who at BG-Demo can access anything, and under which conditions. And they want to know about sub-processors.
- Laura PenhaligonRight. I can't answer the sub-processor question properly from memory, and I'd rather not guess. I'll take it back to our security colleagues and come back with a written answer, and I'll ask them to include the access list.
- Christina MöllerGood. That is the correct way. When can I expect it?
- Laura PenhaligonLet me say by the end of next week, and if it's sooner I'll send it sooner.
- Christina MöllerThen I note: end of next week, written answer, access list and sub-processors.
- Laura PenhaligonPerfect. Point three then, users. You have licences for one hundred and fifty, and Enterprise includes single sign-on and automatic provisioning. Kai, who runs your identity side?
- Kai PetersenThat is the IT team again. I only manage the helpdesk users. But I can say we use one company login for everything, so they will want it to work the same way for the brain.
- Laura PenhaligonThat is how it should work. I'll send a short checklist of what IT needs to provide, and we can get a call with them in the diary. They don't need to be on every session.
- Christina MöllerPlease include them for the single sign-on part only. And before everyone is on, I would like a small group first. Perhaps my team leads, Kai, and two key account managers.
- Laura PenhaligonSensible. A small group finds the odd questions before the whole company does. Is that the first weeks you meant in point four?
- Christina MöllerYes. What I want to see in the first weeks: one hospital, completely, with devices, tickets and contract in one place. If I can ask the brain about that hospital and get an answer with a source, I am happy. If it answers without a source, I am not.
- Laura PenhaligonGood, that's a very clear test. We'll pick the hospital together so that it's one you know well enough to spot a wrong answer.
- Kai PetersenI would suggest one of the larger university hospitals, they have the most history. Then we see quickly if the data is messy.
- Christina MöllerYes, but not the one with the open complaint. Let us not mix the test with a live case.
- Kai PetersenFair. I'll make a short list of candidates.
- Laura PenhaligonGreat. So, to sum up. I send the IT access request, the single sign-on checklist and the security answers. Kai names the hospital candidates and sorts the spreadsheet. Christina names the CRM owner and writes the minutes.
- Christina MöllerCorrect. Let us agree the next step: a short call next week to see whether the helpdesk connector is connected. I will send the invitation with the minutes.
- Laura PenhaligonLovely. Thanks both, that was really clear.
- Kai PetersenThanks, speak soon.
- Christina MöllerThank you. Bis bald.
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