Penmaen Software / BG-Demo – Onboarding
Callcompleted
Penmaen Software · 15 Aug 2024 12:00
Second onboarding call. Helpdesk and usage connectors have loaded, the CRM is still waiting on an integration user, and duplicate operator names need a lookup table. Handover to Ffion Rees as admin is being prepared.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call. Helpdesk and usage connectors have loaded, the CRM is still waiting on an integration user, and duplicate operator names need a lookup table. Handover to Ffion Rees as admin is being prepared.
What happened: The first refresh landed for the helpdesk and Snowflake usage data. The CRM connector is still grey, waiting on the integration user.
Customer view: Ffion found the operator list mostly believable, but one operator appeared twice and split its ticket count. The lookup table in her own Snowflake account is the fix, and she says it was what she was worried about.
Commercial: Two customer success managers may trial the brain now. The wider walkthrough waits until the CRM is loaded, so adoption depends on IT delivering the integration user.
Watch: Ffion has not yet checked whether the nightly refresh lands by 07:00. She also wants to know when a source stops loading, because product data changes shape.
Themes
As at Fri 9 Oct 2026Theme
First refresh and handover
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Ffion Rees confirms which operator names are the same and checks the refresh time the next morning.
- Callie Brennan sends the setup note and lookup table steps the same day, and checks the logs.
- Callie Brennan books the walkthrough once the CRM connector has loaded.
Risks
As at Fri 9 Oct 2026- The CRM connector is not loaded and the integration user has no firm date.
- Duplicate operator names split ticket counts until the lookup table is agreed and populated.
- Nightly refresh timing by 07:00 is unchecked by the customer.
Opportunities
As at Fri 9 Oct 2026- Two customer success managers can trial the brain now, ahead of a wider walkthrough.
- Ffion is taking on admin ownership, including the lookup table and user management, which builds in-house capability.
Transcript
Ffion ReesHi Callie. Am I early?
Callie BrennanHi Ffion, no, bang on. I'm just eating the last of a sandwich, so forgive me if I go quiet. How's your day?- Ffion ReesFine, actually. I got the Zendesk token sorted, which I've been meaning to tell you. Our IT person just did it in the end.
- Callie BrennanThat's good news, I saw the email come through. Thank you. So, the plan for this call. First, let's look at what the first refresh brought in. Second, anything that doesn't map cleanly. Third, who looks after what once I've stepped back. Sound all right?
- Ffion ReesSounds good. I've had a poke around already, so I've got opinions.
- Callie BrennanExcellent, opinions are what I want. Let me share my screen. Bear with me, it's slow today.
- Callie BrennanRight. This is the status page. Helpdesk connector, loaded. Usage data from Snowflake, loaded. The CRM is still waiting on the integration user, so that's the grey one. Is that what you see?
- Ffion ReesYes, same. The records are all there, I think. I asked it which operators raised the most tickets, and it gave me a list, which was mostly believable.
- Callie BrennanMostly believable. Tell me which bits weren't.
- Ffion ReesThere's an operator that appears twice. Same name, but one has Leisure Trust on the end and one doesn't. Obviously it's the same one, and so it splits the ticket count in half.
- Callie BrennanYes, that's the name issue I flagged last time. I've got my comparison here. There are a handful of those. Let me read them out and you tell me which are the same company.
- Ffion ReesGo on.
- Callie BrennanThe first is the one you just said. Then there's one with an ampersand in one source and the word and in the other. And two where a short name is used in the helpdesk and a long legal name in the account table.
- Ffion ReesThe ampersand one is the same. The short and long ones, yes, I'm pretty sure, but let me check the contract list. I don't want to merge two things that are actually separate sites.
- Callie BrennanGood instinct. I'd rather you confirm. What I'd suggest is a small lookup table, source name on the left, the name you want to report under on the right. Then it's one place to edit, and you can do it yourself without asking us.
- Ffion ReesOh, I like that. Can I edit it in the tool or is it a spreadsheet?
- Callie BrennanIt's a table in your Snowflake account, so you or your data team can update it, and the brain picks it up on the next refresh. I'll write that up in the setup note with the exact steps.
- Ffion ReesGreat. Honestly that's the thing I was worried about.
- Callie BrennanUnderstood. Next. Refresh timing. The nightly refresh should be complete by seven in the morning on business days. Have you noticed it landing by then?
- Ffion ReesI've only looked in the afternoon. I can look first thing tomorrow and tell you.
- Callie BrennanPlease do. And I'll check the logs from my end, because I'd rather say it landed on time having seen it than assume.
- Ffion ReesMm. Okay. Can I ask about users? I've got a couple of the customer success managers asking when they can have a go.
- Callie BrennanYes. I think once the lookup table is done and the CRM is connected, we're in a good place. In the meantime, if you want to let two of them in on a trial basis, nothing stops you. You've got forty licences, you're hardly going to run out.
- Ffion ReesHa, no. Okay, two of them then. The two who like new tools.
- Callie BrennanThere's always two. Now, the walkthrough for everyone else. I'd like to do it in the week after the CRM is live, so they see tickets, usage and renewals together. Is that realistic?
- Ffion ReesDepends on the integration user. Our IT person said probably next week, but I wouldn't promise.
- Callie BrennanThen I won't promise it either. We'll book the walkthrough once the connector's loaded, not before. I'd rather not have a room of managers looking at an empty screen.
- Ffion ReesAgreed. That's what I said last time, they'd write it off.
- Callie BrennanRight. Last section, handover. When I step back, you're the admin, so what do you need to be able to do alone? My list is: re-run a connector, update the lookup table, add and remove users, and know who to ask when something looks stale. Anything to add?
- Ffion ReesMaybe how to tell if a source has stopped loading. Because our product data changes shape sometimes and I wouldn't want to find out from a manager.
- Callie BrennanGood one, that's on the page I'll write. There's a view that shows records indexed per source over time. If a line goes flat for more than a couple of days, that's your sign. I'll show you where it is before we finish.
- Ffion ReesYes please.
- Callie BrennanOkay, one second, let me navigate. There. See the lines per connector? That's the view. Flat is bad, climbing is healthy. For now, yours climb a little each day.
- Ffion ReesRight, I see. That's easy enough. I'll bookmark it.
- Callie BrennanDo. Then summary of actions. You: confirm which operator names are the same and tell me, check the refresh time tomorrow morning, and keep nudging IT on the integration user. Me: send the setup note and the lookup table steps today, check the logs, and book the walkthrough once the CRM loads. Anything missing?
- Ffion ReesNo, that's everything, I think. Oh, one thing. Can the setup note be something I can forward to my manager?
- Callie BrennanOf course. I'll write it so it makes sense to someone who wasn't on the call. Thanks, Ffion. Speak soon.
- Ffion ReesThanks Callie, cheers. Bye.
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