Kaltenbrunn Medizintechnik / BG-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 30 Jun 2026 13:00
Onboarding call on 30 Jun 2026 with Kai Petersen. Device data has no connector, only a nightly file export. Kai is the sole admin and about a dozen of 150 licensed users are active.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 30 Jun 2026 with Kai Petersen. Device data has no connector, only a nightly file export. Kai is the sole admin and about a dozen of 150 licensed users are active.
What happened: Laura recapped the Enterprise contract that went live on 1 May 2026, with 150 licensed users and EU data residency. CRM and helpdesk are loading, and the call recorder only picks up new calls.
Customer view: Kai said he does not have a full picture of what is connected. He explained that device data lives in an old service system with only a nightly file export, which may have changed in the spring.
Commercial: Only about a dozen people really use the brain against 150 licences, and Kai is the only admin. Single sign-on, included in Enterprise, has not been started with the identity team.
Watch: A changed export format would break the load and let the brain go stale unnoticed. An expired service account password already caused one high priority ticket.
Themes
As at Fri 9 Oct 2026Theme
Connector gaps and adoption
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kai Petersen sends two export samples from IT to Laura by Friday and names a second admin.
- Laura Penhaligon sends the EU region note and single sign-on checklist and switches on twelve months of call history.
- Kai asks IT for a fix or reminder on the service account password.
Risks
As at Fri 9 Oct 2026- The device export is a file drop of uncertain format, so a column change could leave the brain quietly stale.
- Kai is the only admin, which is a key-person risk.
- Only about a dozen of 150 licensed users are active.
Opportunities
As at Fri 9 Oct 2026- Loading twelve months of call history lets key accounts query real hospital conversations.
- Training the key account team and a second admin can widen use across field service, key accounts and complaints.
Transcript
Laura PenhaligonHello Kai, can you hear me alright?
Kai PetersenYes, hello Laura. Good afternoon. I hear you fine, the camera is a bit slow, give it a second.- Laura PenhaligonNo problem. I can see you now. How's the week been? It's a bit grey here in London, I've been looking out of the window more than I should.
- Kai PetersenHamburg is the same, to be honest. Rain since the morning. But busy, which is better. We had a hospital audit this week so the service team has been in a lot of meetings.
- Laura PenhaligonAh, so not the best week to ask for your time. Thank you for making it. I'll keep it tidy. The idea today is to walk through where we are on the connectors, who owns what on your side, and what I need from you before we go further.
- Kai PetersenGood. That is what I need as well. I am the admin on paper, but I still do not have a full picture of what is connected and what is not.
- Laura PenhaligonThat's fair, and quite normal at this stage. So, just to recap the shape of it. You went live on the contract on 1 May 2026, you're on Enterprise, a hundred and fifty licensed users, and the data sits in the EU region as agreed. The brain runs inside your own Snowflake account, so nothing leaves your environment.
- Kai PetersenYes. That point was important for our legal team. They asked me again last week, so I will say yes, it is in the EU region, and I can show them the setting.
- Laura PenhaligonPerfect, I'll send you a short note you can forward to them. Now, connectors. At the moment I can see the CRM connector is loading and the helpdesk one is loading. The call recorder is configured but we haven't switched on the history, so it's only picking up new calls.
- Kai PetersenMm. About the call recorder, I think the key account people want the history. Jana especially. She wants to ask about what was said to a hospital over the last year.
- Laura PenhaligonRight, and that's doable. The question is how far back you want it, because the more history the longer the first load. I'd suggest we do the last twelve months first, see how it behaves, and then extend.
- Kai PetersenTwelve months is okay. I will check with her, but I think that is what she means anyway.
- Laura PenhaligonGreat. Then the one I'm less sure about is the device data. In the order form there's the installed base, so which device is at which hospital, serial, service history. Where does that live today?
- Kai PetersenThat is the difficult one. It is in our service system, which is quite old. There is no proper connector. What we have is a nightly export, a file, which a colleague in IT drops in a shared location.
- Laura PenhaligonOkay, that's actually fine. A file drop we can pick up and load into Snowflake on a schedule. What matters is that it's the same shape every night. If the columns move around, the load breaks and the brain quietly goes stale, and nobody notices for a few weeks.
- Kai PetersenHm. Then I should ask IT if the export is fixed. I do not know. I think someone changed it once in the spring.
- Laura PenhaligonThat's useful to know. Could you ask them for a sample from this week and one from, say, a month ago? Then I can compare the two and tell you whether it's stable.
- Kai PetersenYes, I can do that. I will write to them today.
- Laura PenhaligonLovely. Now, on the ticket side, I saw there were two tickets from you last month and one was marked high priority. That was the helpdesk connector failing on a credential, if I remember rightly.
- Kai PetersenYes. The password for the service account expired. It was my mistake, we have a rule that passwords change, and I did not think about the connector.
- Laura PenhaligonIt happens to everyone, honestly. It's worth fixing properly though. If your IT team can set that account so the password doesn't expire, or put a reminder on it, you avoid the same thing in three months.
- Kai PetersenI will ask. They may not like it, security policy, but I will ask. Maybe a calendar reminder is the compromise.
- Laura PenhaligonEither works. Now, owners. At the moment you're the only admin on the account. I'd really like a second one, partly for holidays, partly because if you were off sick when something broke, nobody could touch the settings.
- Kai PetersenYes, that makes sense. A colleague in IT, I think, would be the right person. Not a daily user, only for the technical side.
- Laura PenhaligonPerfect. Same colleague could look after the single sign-on piece, since you've got that in the Enterprise package. Have you started talking to them about it?
- Kai PetersenNot really. I know it is included. I do not know how our identity people want to do it. Maybe I should bring them to the next call.
- Laura PenhaligonYes please, that would save a lot of back and forth. I'll send you a one-page checklist of what they'll need to decide, so they can look before they join.
- Kai PetersenGood. And the users. We have a hundred and fifty, but at the moment there are only about a dozen people really using it. Is that a problem?
- Laura PenhaligonNot at all, it's early. You're a couple of months in, and most customers start with the people closest to the project. What I'd want is for field service, key accounts and complaints each to have a few people asking real questions by the end of the summer. That's what makes the rest follow.
- Kai PetersenRight. I think the next step for that is training for the key account people. Jana is waiting for it.
- Laura PenhaligonYes, I have that pencilled in for next week with Jana and you. I want to have the call recorder history loaded before then, so she can try it on a real hospital rather than a test.
- Kai PetersenThat would be very good. She will not be patient with a demo that does not have her own data.
- Laura PenhaligonHa, no, quite right. So to pull it together. From me: the note for your legal team on the EU region, the one-page checklist for single sign-on, and I'll switch on the twelve months of call history. From you: the two export samples from IT, a name for the second admin, and a fix or a reminder for that service account.
- Kai PetersenYes. I have it written down. Do you want it by a certain day?
- Laura PenhaligonIf the samples could reach me by Friday, that'd let me look before the training. The rest can be a bit later. Don't worry too much about perfect.
- Kai PetersenOkay, Friday. Thank you, Laura. This was clearer than I expected.
- Laura PenhaligonGood, that's the aim. Speak soon, Kai, and good luck with the audit.
- Kai PetersenThank you. Goodbye.
Callsmade from