Pelton Grange Care / BG-Demo – Onboarding
Callcompleted
Pelton Grange Care · 26 Sep 2025 13:45
Onboarding call on 26 Sep 2025. CRM and helpdesk connectors are syncing, accounting is due Monday, and Stephanie Lowes agreed dashboards and week-five training. No value, price or rival concerns raised.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 26 Sep 2025. CRM and helpdesk connectors are syncing, accounting is due Monday, and Stephanie Lowes agreed dashboards and week-five training. No value, price or rival concerns raised.
What happened: Laura Penhaligon confirmed CRM and helpdesk were syncing and walked Stephanie Lowes through the query window and sync logs. The accounting connector was still being tested, with Laura promising it by Monday.
Customer view: Stephanie was cooperative and engaged. She asked how to tell the sync is working, and asked for internal notes to be added to the CRM sync.
Commercial: Dashboards (invoice list by home, incidents by status, high-priority contacts) show early investment by the customer. Training is set for week five.
Watch: Delivery depends on Laura's Monday commitments: the accounting connector and the project plan. Stephanie is the main contact, and Lindsay is named as a reviewer for dashboards.
Themes
As at Fri 9 Oct 2026Theme
Connector setup and dashboards
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- Laura Penhaligon to test and deliver the accounting connector by Monday.
- Laura Penhaligon to send the project plan by Monday.
- Laura Penhaligon to draft dashboards for Stephanie Lowes and Lindsay Pallister to review.
Risks
As at Fri 9 Oct 2026- The accounting connector was still untested, so the third data source is not yet live.
- Delivery rests on Laura's promises of the connector, project plan and dashboard drafts by Monday and next week.
Opportunities
As at Fri 9 Oct 2026- Dashboards on the Growth tier give the customer visible early value from the brain.
Transcript
Laura PenhaligonHi Stephanie. Good to hear from you. Have you had any luck with the data access requests?
Stephanie LowesYes. CRM and helpdesk are sorted, I sent you the API keys yesterday. Finance came back this morning with accounting access as well.- Laura PenhaligonBrilliant. That's actually faster than expected. I've already spun up the connectors for CRM and helpdesk. Let me walk you through what's happening.
- Stephanie LowesOK.
- Laura PenhaligonSo each connector is basically a script that runs every night. It talks to your system, pulls the latest records, and loads them into the brain. For CRM, we're pulling contacts, accounts, any related fields. For helpdesk, we're getting incidents, dates, status, assignee.
- Stephanie LowesWhat data are we pulling from each?
- Laura PenhaligonGood question. For CRM, I've mapped it to your standard fields: contact name, email, phone, account name, last contact date. We're not pulling internal notes yet. Do you want those?
- Stephanie LowesYes, we might reference those later. Add them.
- Laura PenhaligonI'll add internal notes to the sync. For helpdesk, we're getting incident ID, title, description, date opened, date closed, status, priority, assignee. Any other fields you'd like?
- Stephanie LowesThat looks good. What about accounting?
- Laura PenhaligonAccounting, we're still testing the connector. Finance gave us the access this morning. I'll have it ready by Monday. We're pulling invoice number, amount, date, customer, payment status. Anything else?
- Stephanie LowesThat covers it.
- Laura PenhaligonSo CRM and helpdesk are syncing. Let me walk you through the data I'm seeing. Can you pull up the brain interface, I'll send you the URL.
- Stephanie LowesI've got it.
- Laura PenhaligonGood. So this is the query window. You can type a question, like 'show me all contacts for Durham homes', and it brings back rows. Let me run one so you can see.
- Stephanie LowesOK, I'm looking at your screen. So this is live data from our CRM?
- Laura PenhaligonThis is from the nightly sync we ran last night. So it's current as of yesterday evening. Tonight, it'll pull again, and you'll have the latest.
- Stephanie LowesThat's good. How do I know if it's working right?
- Laura PenhaligonGood question. The brain logs every sync. I can show you the sync logs: they tell you how many records came in, how long it took, any errors. If a sync fails, you'll see it here.
- Stephanie LowesAnd you get alerted if it fails?
- Laura PenhaligonI do. I monitor all customer syncs. If one fails twice in a row, I jump on it.
- Stephanie LowesGreat. What about the accounting connector?
- Laura PenhaligonOnce I've tested it, probably Monday, it'll sync the same way. You'll have invoices queryable alongside contacts and incidents.
- Stephanie LowesNice. And we'll build dashboards from this data?
- Laura PenhaligonExactly. Once all three are stable, we'll sit down and design some. I'm thinking invoice list by home, incidents by status, high-priority contacts. Does that sound right?
- Stephanie LowesYes, that would be really useful.
- Laura PenhaligonI'll get those drafted by next week. You and Lindsay can review, give me feedback, and we'll refine.
- Stephanie LowesHow long do dashboards take to build?
- Laura PenhaligonUsually a day or two once I've locked down what you want. The interface is visual, I drag fields, set filters, and it renders.
- Stephanie LowesGood. Anything else I should know?
- Laura PenhaligonA few things. First, I'll set up access control this week, so different homes or teams see only their data if needed. Second, I'll schedule a couple of brief check-ins with your tech team on the connector setup, just to make sure everything is solid on your end. Third, by next week you'll have the full project plan with dates for everything.
- Stephanie LowesAnd training?
- Laura PenhaligonTraining is week five, I'll send calendar invites. It's a two-hour session, and Daniel will lead it. You don't need to do much, just show up and ask questions.
- Stephanie LowesPerfect. Anything from me before we finish?
- Laura PenhaligonJust, if you notice anything odd with the data, flag it. A missing field, a record that looks wrong, anything. Better to catch it now.
- Stephanie LowesWill do.
- Laura PenhaligonGreat. I'll send you the project plan by Monday. And I'll follow up on the accounting connector by Monday afternoon.
- Stephanie LowesSounds good. Thanks, Laura.
- Laura PenhaligonCheers, Stephanie. Speak soon.
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