Whitlingham Wealth / BB-Demo – Onboarding
Callcompleted
Whitlingham Wealth · 2024-12-27 15:00
Callie Brennan set out the onboarding steps for Whitlingham Wealth: credentials for Salesforce and the portfolio system, a test sync, then a nightly refresh live before the New Year. Customer engagement was positive but passive.
What was said
What this says
Current to 14 Oct 26Callie Brennan set out the onboarding steps for Whitlingham Wealth: credentials for Salesforce and the portfolio system, a test sync, then a nightly refresh live before the New Year. Customer engagement was positive but passive.
What happened: Callie walked Felicity Gurney and Daisy Howes through the plan. Credentials by the following Monday, test and dry run by Wednesday, go live on Thursday.
Customer view: Felicity said the plan sounded right. Daisy asked practical questions about refresh timing, monitoring and what happens when something breaks, and accepted that she would fix credential issues herself.
Commercial: Nothing was said about price, value or a rival. The nightly refresh at seven in the morning local time matches the standard service level.
Watch: Go-live depends on Daisy supplying credentials over the holiday period. Training in early January is still to be scheduled, and Daisy looks likely to carry the admin load alone.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Daisy Howes to send Salesforce and portfolio system credentials to Callie Brennan by the following Monday.
- Callie Brennan to send the setup note and schedule early January training.
Risks
Current to 9 Oct 26- Go-live depends on credentials arriving over the holiday period.
- Daisy Howes is expected to fix connector issues herself, so the customer relies on one administrator.
Opportunities
Current to 9 Oct 26- A January training session can build adoption among the wider client service team.
Transcript
Callie Brennan NoneHi both, thanks for joining. I know it's a mad time of year with the holiday, so I really appreciate you making time. Today's about getting the connectors live and making sure you're set up to run this independently.
Felicity Gurney NonePerfect. What do you need from our side?- Callie Brennan NoneGreat question. So what I need from your side is the credentials for Salesforce and the portfolio system, the account details and any API keys if you've got them. Those can come from Daisy here, yeah?
Daisy Howes NoneYeah, I can sort that. Do you need them today?- Callie Brennan NoneBefore we switch on the refresh, yes. So ideally by early next week. Once I've got those, I'll test the connections and we'll do a dry run of the first data pull.
- Daisy Howes NoneHow long does that take?
- Callie Brennan NoneThe test sync? Usually a couple of days to confirm the mapping is clean. Then we'll go live on the full refresh, which runs nightly.
- Felicity Gurney NoneWhat time does the refresh happen?
- Callie Brennan NoneSeven in the morning, your local time, on business days. So you'll wake up to fresh data every morning.
- Daisy Howes NoneThat's good. Is there a dashboard or something I monitor to see if it's working?
- Callie Brennan NoneYeah, you'll have an admin panel in the brain itself. You can see the status of each connector, when the last refresh ran, and how many records got pulled in. That maps cleanly to what you'll see in Snowflake as well.
- Daisy Howes NoneCool. And if something breaks?
- Callie Brennan NoneYou'll get an alert. Usually it's a credential refresh or Salesforce has had a schema change. I'm here to help troubleshoot, but a lot of the time Daisy, you'll be able to fix it from your end.
- Daisy Howes NoneOkay, I can live with that.
- Callie Brennan NoneBrilliant. So here's the plan. You give me credentials by next Monday, I'll test and dry run by Wednesday, go live on Thursday. That's before the New Year, which means you'll have data in the system and your team can start exploring in January when everyone's back.
- Felicity Gurney NoneThat sounds right to me. What do people do with it once it's live?
- Callie Brennan NoneYou've got a search box, you've got chat if you want to ask more conversational questions, and we'll have a training session in early January so everyone knows how to use it. Daisy and I will do another call closer to go-live just to check in on the technical side.
- Daisy Howes NoneSounds good.
- Callie Brennan NoneGreat. So I'll send you a setup note after this: it'll have the checklist, the credentials template, all the key dates. Just to close the loop: you're going to send me Salesforce and portfolio credentials by next Monday. I test and go live by end of week. And we'll schedule that training for early January.
- Felicity Gurney NonePerfect.
- Callie Brennan NoneThanks, both. Cheers.