Kaltenbrunn Medizintechnik / BG-Demo – Check In
Callcompleted
Kaltenbrunn Medizintechnik · 9 Sep 2026 11:45
Christina Möller reports engineers now use the brain before site visits and wants more training. She asked for actual ticket timestamps against the Enterprise service level, and whether renewal is automatic.
What was said
What this says
As at Fri 9 Oct 2026Christina Möller reports engineers now use the brain before site visits and wants more training. She asked for actual ticket timestamps against the Enterprise service level, and whether renewal is automatic.
What happened: Elena Novak and Christina Möller reviewed usage, two high priority tickets and training on 9 Sep 2026. Field engineers now open the brain before site visits in two regions.
Customer view: Christina confirms active users roughly doubled, and she is one of the small group asking most questions. She wants the real ticket times checked against the Enterprise service level for a note to her director.
Commercial: Finance asked if renewal is automatic. Elena gave the term end of 30 Apr 2027, renewal on 1 May 2027 and £125k matching the order form, and stated no renewal price.
Watch: The cause of the freshness ticket is unconfirmed, and a service credit may apply if the timestamps show a miss. Question volume still sits with a small group.
Themes
As at Fri 9 Oct 2026Theme
Adoption growth, ticket scrutiny
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak sends ticket timestamps, the cause note and the usage report by user.
- Elena confirms the complaints session date after checking the consultant's calendar.
- Elena sends the Nordic team guide, and Christina Möller tells finance about the renewal timing.
Risks
As at Fri 9 Oct 2026- Christina will judge the two high priority tickets on system timestamps against the Enterprise service level, and a miss could bring a service credit.
- A large share of questions still comes from a small group, a key-person risk.
Opportunities
As at Fri 9 Oct 2026- Complaints team and Nordic team training would widen use of the 150 licensed Enterprise users.
- Cross-hospital device history questions show engineers want deeper use of the brain.
Transcript
Elena NovakGood morning, Christina. Can you hear me properly?
Christina MöllerGood morning, Elena. Yes, loud and clear. And you, you can see my slides? I have the agenda on screen as well.- Elena NovakI can, thank you. To confirm, I sent the agenda by email yesterday, so I will restate it quickly. One, usage since the last review. Two, the two priority tickets from last month. Three, the open questions from your team about training. Four, written actions. Is that in line with yours?
- Christina MöllerIt is almost the same as mine. I added one point at the end, the next review cycle, but we can take it under number three. Shall I start with usage?
- Elena NovakPlease do. Then I will add what we see on our side.
- Christina MöllerSo, from the field service side, my engineers are now opening the brain before they go to a site. Which device, which hospital, what happened last time. Two months ago maybe a handful did this. Now it is normal in two regions. Key accounts also use it, and complaints too, but less.
- Elena NovakThat matches our numbers. Active users have roughly doubled compared with the previous quarter, and the questions asked are rising in the same way. I would note one thing: a large share of the questions still comes from a small group. I will make sure that we see whether that spreads, because we do not want the value to depend on a few people.
- Christina MöllerThat is correct, and I know who they are. I am one of them. What is the source for the statement that it is a small group? Do you have the list?
- Elena NovakYes, the usage report in the admin console, by user, for the last month. I will attach it to the follow-up, so you have it in writing.
- Christina MöllerGood. Then we can decide who to bring in. We have 150 licensed users and we are far from using them.
- Elena NovakAs agreed at the start, the licence is for 150, so there is plenty of room. That is the right place to focus: the teams who are not yet asking questions.
- Christina MöllerNow the tickets. I would like to understand them. Two were marked high priority. Which one was the connector, and which one the question about stale records?
- Elena NovakI need to be careful here, I would rather not answer from memory. To confirm, I have both ticket records open. One concerned a source that did not load after a change on your side, and the other was a freshness question about a morning refresh. I will send you the timestamps of the first response and of the resolution in the written summary, so you can check them against the Enterprise service level.
- Christina MöllerYes, please include the times. Not what the ticket says, the actual times. I have a note for my director and I do not want to write something I cannot support.
- Elena NovakUnderstood. I will make sure the summary uses the system timestamps. If there is a miss, we will tell you plainly, and I will explain what the service credit rule covers, because availability and data freshness are both covered for Enterprise.
- Christina MöllerGood. One more question on the freshness one. Is it a problem with the brain, or with our source system?
- Elena NovakI cannot say yet without the engineer's note, and I would not like to guess. I will ask the support engineer to put the cause in writing. If it is the source system, we will say so, and tell you what we recommend to avoid it.
- Christina MöllerThat is fair. Let us agree the next step: you send the note, I read it, and then I decide if my IT colleague needs to join.
- Elena NovakAgreed. Now the third point, training. Jana Fischer in your key accounts team had a session with our implementation consultant in July. How did that land?
- Christina MöllerVery well. She now prepares her hospital reviews with a dashboard and a filter, instead of building a deck from three places. Others have seen it and asked me for the same thing. So yes, we need more sessions. Complaints first, then the Nordic team.
- Elena NovakThen I propose two things. First, a session for the complaints team, led from Amsterdam in German time. Second, a short guide for the Nordic team in writing, before any call. Would that be acceptable?
- Christina MöllerYes, that is acceptable. A guide first is good, they read before they join. Can you give me a date for the complaints session?
- Elena NovakI would like to check the consultant's calendar before I name a date, so I will not promise one now. I will confirm in the follow-up email, and I will make sure it comes within the next few days.
- Christina MöllerThat is fine. I prefer a correct date later to a wrong date now.
- Christina MöllerSomething else, on the contract. Our finance people asked me if the renewal is automatic. They want to plan.
- Elena NovakYour contract runs until 30 Apr 2027, with renewal on 1 May 2027. The annual value is 125000 pounds, and that matches the order form and what has been invoiced, with no overdue invoices. The renewal is a conversation, not automatic in the sense that nobody speaks. I will contact you about three months before, with the notice and the proposal.
- Christina MöllerGood, I will tell finance that. And if they ask about price, I say it is still the same figure for now?
- Elena NovakFor this term, yes, the figure in the order form. For the renewal, I would not like to state a price today. That will be in the proposal, and Matteo Ricci, your account owner, will be part of that discussion.
- Christina MöllerUnderstood. Right, let us not talk about renewal for too long, it is far away. Let me ask for one more thing: the engineers asked whether they can see the history of a device across hospitals, not only for one hospital.
- Elena NovakYes, that is possible with a question by device model. I will include two example questions in the guide. And if the results look incomplete, I would like you to tell me which device, which hospital, so I can check the connector.
- Christina MöllerI will. Now the minutes. Shall I write them, or you?
- Elena NovakI will write them, as always, and send them today. To confirm the actions. One, I send the ticket timestamps and the cause note. Two, I send the usage report by user. Three, I confirm the date for the complaints session after checking the consultant's calendar. Four, I send the guide for the Nordic team. For you: five, you decide whether your IT colleague joins, after reading the note, and six, you tell finance about the renewal timing.
- Christina MöllerThat is complete. I have the same six. Thank you, Elena. Viele Grüße to your team in Amsterdam.
- Elena NovakThank you, Christina. Kind regards, and speak soon. I will end the recording now.
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