Kaltenbrunn Medizintechnik / BG-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 23 Jun 2026 09:45
Onboarding call on 23 Jun 2026. CRM and helpdesk are loading, the device data is still behind, and a duplicate-ticket fix awaits checking. Christina Möller set a training order and a first test question.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 23 Jun 2026. CRM and helpdesk are loading, the device data is still behind, and a duplicate-ticket fix awaits checking. Christina Möller set a training order and a first test question.
What happened: Laura reported the CRM and helpdesk connectors loading and the service database still behind, because IT gave access only at the end of the previous week. A duplicate-ticket defect from renamed statuses was addressed and is to be checked by Kai.
Customer view: Christina pressed for confirmation rather than assurance and wants fixes verified. She named a first test question on service visits that comes from complaints, which takes her team half a day today.
Commercial: The Enterprise order form promises the installed base, so the device load is the value gate. Christina wants training for team leads first, then key accounts, then engineers, across 150 licences.
Watch: The device load estimate is Laura's, not a promise, and single sign-on is not yet confirmed as switched on. Two security follow-up questions are still to come.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connectors and training
Importance
neutral
Sentiment
neutral
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 confirms the device load status on Thursday and prepares the team lead session.
- Kai Petersen checks the duplicate tickets tomorrow and tests single sign-on today.
- Christina Möller sends the minutes and two security questions, and Laura turns them round quickly.
Risks
As at Fri 9 Oct 2026- The device data, which the customer cares about most, is not yet loaded and its timing is only an estimate.
- Single sign-on is not yet confirmed as switched on.
- The duplicate-ticket fix is unverified until Kai counts the duplicates.
Opportunities
As at Fri 9 Oct 2026- A closed-case hospital test lets the brain prove its answers against the complaint file.
- A phased training plan across 150 licences can build wide adoption.
Transcript
Christina MöllerGood morning, Laura. Am I first?
Laura PenhaligonMorning Christina, you are, I've only just got my headset on. Can you hear me?- Christina MöllerYes, clear. The rain in Hamburg is very loud today, so if the sound drops it is the window.
- Laura PenhaligonHa, understood. It's grey here too. Hello Kai.
Kai PetersenHello, hello. Sorry, I was fixing a ticket. Is it okay if I stay on after my screen share? I may get pulled away.- Christina MöllerIt is fine. Agenda is short today, I sent it yesterday. One, status of the connectors. Two, the ticket Kai raised. Three, the hospital test. Four, who is trained and when. Then the minutes.
- Laura PenhaligonGood. Connectors, then. The CRM and the helpdesk are both loading now, and records are coming through every night. The service database is the one that's behind, because IT only gave us access at the end of last week.
- Christina MöllerWhich means, in plain words, what can we ask today?
- Laura PenhaligonToday you can ask about accounts, contracts and tickets for any hospital. You can't yet ask which exact devices are installed where, because that sits in the service database, and the first load of that is still running.
- Kai PetersenWhich is the part we care most about, of course.
- Laura PenhaligonIt is, yes. Sorry, I'd rather say it straight. I'd expect it to be loaded in a couple of days, and I'll tell you when it is rather than you finding out.
- Christina MöllerWhat is the source of that estimate? Is it a guess?
- Laura PenhaligonFair question. It's based on how long the same kind of load took for the helpdesk, scaled by the size of your device tables. So an estimate, not a promise. I'll confirm on Thursday where it stands.
- Christina MöllerGood. Thursday, I note it.
- Laura PenhaligonKai, your ticket. I saw it come in as high priority. Do you want to talk us through it?
- Kai PetersenYes. After the first helpdesk load, some tickets showed up twice. Same ticket number in two rows, with slightly different status. I thought it might be that we changed a status name last month, so the connector sees an old and a new version.
- Laura PenhaligonThat's a good thought and I think it's right. We looked at it yesterday. When a status gets renamed the connector treated the renamed ones as new rows. Our engineers have changed how it matches, on the ticket identifier, not the status. It should be fixed on the next nightly run.
- Christina MöllerShould. I would like to know that it is fixed, not that it should be. Kai, can you check tomorrow?
- Kai PetersenYes, I can. I'll count the duplicates before and after and write it in the ticket.
- Laura PenhaligonThat would be ideal, thank you. If it hasn't gone, put it on the same ticket and it comes straight to me.
- Christina MöllerNow point three. The hospital test. Kai, did you choose?
- Kai PetersenI made a short list of three. My suggestion is the university hospital in the north, because it has lots of contracts, several device types, and also a couple of old complaints that are closed. So we know what the right answer is.
- Christina MöllerYes. That is a good choice, because we can check each answer against the complaint file.
- Laura PenhaligonI like that, you already hold the answers. So once the devices are in, we sit down together, and you ask the brain what you would normally dig for by hand. Which question would you ask first?
- Christina MöllerWhich devices at this hospital had a service visit in the last year, and which of those visits came from a complaint? That takes my team half a day today.
- Laura PenhaligonRight. That's a perfect first question, because it joins the tickets, the contract and the devices. If it answers that with the source rows, we're in business.
- Kai PetersenAnd if it gets it wrong?
- Laura PenhaligonThen we find out why, which is exactly the point of doing it on a closed case. Usually it's a field that means two things in two systems, and we fix the mapping.
- Christina MöllerGood. Point four, training. We have licences for one hundred and fifty people, but I do not want everyone at once. I want the team leads trained first, then the key accounts, then the engineers.
- Laura PenhaligonThat order makes sense. I'd suggest a walkthrough session for the team leads next week, once the devices are loaded, and then shorter sessions for the others. How do your engineers use their time? Are they reachable in blocks?
- Christina MöllerEarly morning, before they drive. That is when they read the history of the site. So maybe short sessions at that time, with the question: what do I need to know before I arrive.
- Laura PenhaligonLovely, I'll build the session around exactly that sentence. Single sign-on, by the way: IT sent the details and I think we're nearly there. I'll confirm at the end of the week that it's switched on.
- Kai PetersenThey told me it is working for a test account already. I haven't tried it myself.
- Christina MöllerThen Kai tries it today and writes to us. Please.
- Kai PetersenWill do.
- Laura PenhaligonOne more from me. The security answers I promised last time, did they reach you?
- Christina MöllerYes, they arrived. Our security team has two follow-up questions, I will send them with the minutes. The access list was clear.
- Laura PenhaligonGood, send them over and I'll turn them round quickly.
- Christina MöllerThen let us agree the next steps. Laura confirms the device load on Thursday and prepares the team lead session. Kai checks the duplicates tomorrow and the single sign-on test today. I send the minutes and the security questions. Correct?
- Laura PenhaligonCorrect. And nothing else on my side.
- Kai PetersenNothing from me. Thanks both.
- Christina MöllerThank you, Laura, Kai. Bis bald.
- Laura PenhaligonSpeak soon, bye.
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