Kilcolgan Payments / BB-Demo – Onboarding
Callcompleted
Kilcolgan Payments · 2025-09-29 08:00
Onboarding call on 29 Sep 2025. CRM, helpdesk and calls connectors are running cleanly, but only a couple of people are logging in and staff are unsure what to ask. Training for the full team is being arranged.
What was said
What this says
Current to 14 Oct 26Onboarding call on 29 Sep 2025. CRM, helpdesk and calls connectors are running cleanly, but only a couple of people are logging in and staff are unsure what to ask. Training for the full team is being arranged.
What happened: Laura Penhaligon checked in five weeks after go-live with Clodagh Fitzgerald and Eoin Hegarty. All three connectors are working; the calls connector took a day to sync its backlog.
Customer view: Clodagh said people are getting to know it and are not sure what questions to ask yet. She is keen to get the team using it more.
Commercial: Adoption is the main risk for the first renewal, since only a couple of people are logging in. An hour-long training session for the client services team was agreed for the following Thursday.
Watch: Laura handed the account to Daniel, the CSM, as main contact. Eoin has the admin account and is the only admin named on the call.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send Eoin Hegarty a calendar invite and the trainer's details for the Thursday session.
- Daniel, the CSM, to take over as main contact and track adoption after training.
Risks
Current to 9 Oct 26- Low early login numbers and unclear use cases could weaken the value case at renewal.
- A single named admin, Eoin Hegarty, is a key-person risk if he leaves.
Opportunities
Current to 9 Oct 26- Training the full client services team could deepen usage and question volume.
- Growing use across the team may later justify the ten-user add-on or a higher tier.
Transcript
Laura Penhaligon NoneMorning, Eoin, Clodagh. Laura here. Thanks for joining. So we're now five weeks into the go-live, and I wanted to check in on how the connectors are behaving and what support you might need before we hand over fully.
Clodagh Fitzgerald NoneHi Laura. Yeah, so far so good. The CRM connector is feeding data through cleanly.
Eoin Hegarty NoneThe helpdesk connector is running fine too. Tickets are showing up in the brain within an hour or so of creation.- Laura Penhaligon NoneThat's what we expect. The calls connector, how's that looking? That was the one you were testing last week.
- Eoin Hegarty NoneIt's working. Took a day to sync the backlog, but since then it's been steady.
- Laura Penhaligon NoneExcellent. And on the usage side, I'm seeing a couple of people logging in, which is great for week five. Any blockers for the wider team?
- Clodagh Fitzgerald NoneNot really. I think it's just that people are getting to know it. They're not sure what questions to ask yet.
- Laura Penhaligon NoneThat's normal. So what I'd like to do is schedule a training session for your full client services team: just an hour, walking them through the search feature and a few common queries. Would next week work?
- Clodagh Fitzgerald NoneYeah, next week is good.
- Laura Penhaligon NonePerfect. Eoin, I'll send you a calendar invite for Thursday morning, if that works?
- Eoin Hegarty NoneThursday's fine.
- Laura Penhaligon NoneGreat. One housekeeping thing: we've set up your admin account, Eoin, with the ability to manage users and connectors. You should have a walk-through doc on that. Any questions about admin access?
- Eoin Hegarty NoneNo, I've read through it. Seems straightforward.
- Laura Penhaligon NoneGood. So from a support side, you now have email support and you can reach out to us with any issues. We aim to respond within four business hours. Just to close the loop, are there any questions or concerns you'd like to raise before I hand you over to the ongoing support team?
- Clodagh Fitzgerald NoneI think we're happy. Just keen to get the team using it more.
- Laura Penhaligon NoneThe training will help with that. I'll send through the trainer's details and calendar invite. Otherwise, I'm handing you to Daniel, your CSM, he'll be your main contact from here on. Any final questions?
- Eoin Hegarty NoneNo, I think we're good.
- Laura Penhaligon NonePerfect. Cheers, both. Speak soon.