Pelton Grange Care / BG-Demo – Onboarding
Callcompleted
Pelton Grange Care · 3 Oct 2025 11:30
Onboarding call on 3 Oct 2025 with Lindsay Pallister and Stephanie Lowes. All four connectors are live, and a phased rollout to five or six power users was agreed ahead of forty licensed users.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 3 Oct 2025 with Lindsay Pallister and Stephanie Lowes. All four connectors are live, and a phased rollout to five or six power users was agreed ahead of forty licensed users.
What happened: Laura Penhaligon showed the admin panel and chat and search. She proposed starting with five or six power users from different homes and roles.
Customer view: Lindsay Pallister, Head of Care Operations, said they were ready to get started with the brain. Stephanie will be the main admin, and asked about permissions.
Commercial: The customer is on Growth with forty licensed users, so wider rollout is the adoption measure to watch. Granular permissions were deferred as a later conversation.
Watch: A single admin, Stephanie, is a key-person risk. The evidence does not show a named second admin.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura Penhaligon to send the one-pager for new users the next day.
- Daniel, the CSM, to check in the following week on adoption.
- Stephanie Lowes and Lindsay Pallister to choose five or six power users from different homes and roles.
Risks
As at Fri 9 Oct 2026- Stephanie is the only named admin, so adoption depends on one person.
- Granular permissions were deferred, which may matter to a care provider with several homes.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users leave room to widen rollout beyond the first five or six power users.
Transcript
Laura PenhaligonHi, can everyone hear me okay?
Stephanie LowesYes, hi Laura, coming through fine.
Lindsay PallisterAll good here too.- Laura PenhaligonBrilliant. Thanks for making the time. How's the week been?
- Lindsay PallisterBusy as always, but we're ready to get started with the brain.
- Laura PenhaligonGreat. So we've got your Snowflake account set up and all four connectors are live: your CRM, call recorder, email, and finance system. Today I want to walk you through the admin panel, show you how to add users, and talk about a sensible rollout plan for the forty licensed users you've got.
- Stephanie LowesThat sounds good. I'll be the main admin, yeah?
- Laura PenhaligonExactly. So this is the admin page. You add people here, choose their role, read-only or editor, and they get access within a minute. The brain refreshes every night by seven in the morning, so they'll always have fresh data.
- Lindsay PallisterAnd how do people actually use it? Is it just asking questions in a chat?
- Laura PenhaligonExactly. Chat and search mostly. So someone asks, 'Who are the families at our Durham home with pending incidents?' and the brain pulls it from all three systems at once. No more emailing around.
- Stephanie LowesThat's going to save a lot of time. What about permissions? Can we limit what people see?
- Laura PenhaligonThe role system handles most of that, read-only versus editor. For more granular stuff, that's a conversation for later. For now, I'd suggest rolling out to five or six power users first, people from different homes and roles, so you learn what the brain can do.
- Lindsay PallisterHow long does adoption usually take?
- Laura PenhaligonSix weeks is typical before you see good adoption. People learn what questions actually matter. Then you roll out wider.
- Stephanie LowesAnd if something breaks, we just contact support?
- Laura PenhaligonRight. You're on Growth, so our support team will respond within an hour during business hours. Any issues, email or use the ticket system.
- Lindsay PallisterPerfect. So we pick five or six people, get them going, then expand?
- Laura PenhaligonYes. I'll send you a one-pager for new users, just screenshots and the basics. Daniel, your CSM, will check in next week to see how it's going.
- Stephanie LowesSounds good.
- Laura PenhaligonAny other questions before we wrap?
- Lindsay PallisterI think we're good. Thanks for walking us through it.
- Laura PenhaligonCheers. I'll get that guide to you tomorrow.