Saltia Hardware Distributors / BB-Demo – Onboarding
Callcompleted
Saltia Hardware Distributors · 2026-02-18 10:00
Onboarding call with Jacinta Hoad and Riley Tran. Starter at 22000 a year, CRM and helpdesk connectors, live by mid-March. Customer is positive; Riley asked how to add users or connectors later.
What was said
What this says
Current to 13 Oct 26Onboarding call with Jacinta Hoad and Riley Tran. Starter at 22000 a year, CRM and helpdesk connectors, live by mid-March. Customer is positive; Riley asked how to add users or connectors later.
What happened: Laura Penhaligon walked Jacinta Hoad and Riley Tran through the onboarding plan for Starter. The plan covers CRM and helpdesk connectors, a service account with full admin, a training session about two weeks before launch and a go-live in mid-March.
Customer view: Jacinta was keen and tied the brain to a planned refresh of how the team handles customer queries. Riley's questions were about security, setup effort and refresh timing.
Commercial: Riley asked how more users or connectors would be added. Laura pointed to the Starter limits of 15 users and 4 connectors and to the add-ons, so this is a possible later upgrade conversation.
Watch: Go-live depends on Riley getting the full admin service accounts approved internally. The first six-monthly Starter check-in is the natural place to revisit headroom.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Laura sends Riley the service account checklist and calendar invites after the call.
- Riley sets up the service accounts so Laura can test the connectors by the end of the following week.
Risks
Current to 9 Oct 26- Go-live depends on Riley getting full admin service accounts approved internally in time.
Opportunities
Current to 9 Oct 26- Riley asked about adding users or connectors, which points to possible add-ons beyond Starter limits.
Transcript
Laura Penhaligon NoneHi Jacinta, hi Riley. Thanks for making the time this morning. How are you both getting on?
Jacinta Hoad NoneGood, thanks Laura. We're really excited to get this live and see what it can do for the team.
Riley Tran NoneYeah, all set on our end. Looking forward to it.- Laura Penhaligon NoneBrilliant. So we signed on 5 Feb, and I want to map out what happens next. You're on Starter at 22000 a year, 15 users. We're going to pull in your CRM and the helpdesk system, and the whole thing should be live by mid-March. Four weeks, give or take. Does that timeline still work for you both?
- Jacinta Hoad NoneMid-March is perfect. We're getting ready to do a bit of a refresh on how we handle customer queries, so this will fit right in.
- Laura Penhaligon NoneExcellent. Riley, from your side, we'll need you to set up a service account in both systems: full admin, unfortunately, because we need to read everything. I'm going to send you a checklist after this call. It's not too complex, but we do need that access to work.
- Riley Tran NoneOK, that makes sense. How long does that usually take to set up?
- Laura Penhaligon NoneMost people do it in an afternoon. The tricky bit is usually getting the right approvals internally. Once you've got the accounts ready, I'll test the connectors and make sure the data's flowing. I'd want that done by end of next week.
- Riley Tran NoneThat's doable. And in terms of security, I know you said the brain runs in our Snowflake account, but am I right that nothing actually leaves our environment?
- Laura Penhaligon NoneThat's right. Everything stays inside your account. We're just running the queries inside your Snowflake. Nothing gets sent anywhere else. That's part of why Starter on your tier gets the service we do, 99.5% availability, P1 response in four business hours.
- Jacinta Hoad NoneGood to know. How often does the data refresh?
- Laura Penhaligon NoneEvery night. The refresh completes by 07:00 your local time, so by the time you come in in the morning, all the previous day's changes from your CRM and the helpdesk are there. Store accounts, any new queries, everything.
- Jacinta Hoad NoneAnd the queries themselves, how fast are they?
- Laura Penhaligon NoneA second or two. You saw that in the demo. It's snappy. People can ask questions in real time without waiting.
- Jacinta Hoad NoneGreat. And is there training before we go live?
- Laura Penhaligon NoneYes, definitely. I'll run a session with your team about two weeks before launch. We'll walk through the interface, how to ask questions, how to save searches, use the dashboards, that sort of thing. It'll be about an hour, and I'll record it for anyone who can't make it live.
- Riley Tran NoneIs there any setup I need to do on the Snowflake side, or is that all handled by you?
- Laura Penhaligon NoneI'll do most of it. You just need to give me a Snowflake account with the right permissions, and a user that can see your source systems. Once I've got that, I can build the rest. I'll walk you through it in an email.
- Jacinta Hoad NoneBrilliant. I think we're on the same page. What happens after launch? Are there check-ins?
- Laura Penhaligon NoneWith Starter, we do a check-in every six months. So once you're live, we'll schedule the next one for August. But you've got support in the meantime: if anything's not working, just raise a ticket or get in touch. And I'll send you some guides for your team so they can get the most out of it.
- Riley Tran NoneSounds good. One last thing: if we need to add more users or connectors down the line, how does that work?
- Laura Penhaligon NoneJust let us know. You're on Starter, which includes 15 users and 4 connectors. If you want more of either, we can add them, that's what the add-ons are for. You can bring it up at your next check-in, or anytime really, and we'll talk through what makes sense.
- Jacinta Hoad NonePerfect. OK, I think we've got everything we need.
- Laura Penhaligon NoneGreat. Let me send you that checklist and the calendar invites. I'll be in touch next week once I hear you've got the service accounts ready. Speak soon.