Hollowmere Care Group - Onboarding Plan
Documentfinal Hollowmere Care Group · onboarding plan · final · 7 Apr 2026
Final version one onboarding plan, issued 7 Apr 2026 by Hamza Akhtar, for an Enterprise brain in the customer's own Snowflake account. It sets four phases and owners, and states a nightly refresh by 07:00. It gives no availability or P1 figures.
What it says
What this says
As at Fri 9 Oct 2026Final version one onboarding plan, issued 7 Apr 2026 by Hamza Akhtar, for an Enterprise brain in the customer's own Snowflake account. It sets four phases and owners, and states a nightly refresh by 07:00. It gives no availability or P1 figures.
What it is: an implementation plan, not a contract. It covers four phases from kick-off and access to rollout and handover, with named BG-Demo owners and Hollowmere roles.
Commits: the goal is to "Have the nightly refresh complete by 07:00 customer local time on business days." The contract summary restates licensed users, contracted annual recurring revenue and contract end as background, so the executed order form remains the authority.
Unusual: nothing off the standard terms. The plan expects low use early on, "Use is low in the first weeks by design", and names a champion in each main team as a dependency.
Not settled: no connector delivery dates, availability, P1 response times or service credits are stated. No Hollowmere sponsor or data lead is named, and the plan carries no customer signatory.
As found in this document
As at Fri 9 Oct 2026- Date end31 Mar 2027Source: the AI read of this record
- Date renewal31 Mar 2027Source: the AI read of this record
- Date start1 Apr 2026Source: the AI read of this record
- Nightly refreshHave the nightly refresh complete by 07:00 customer local time on business days.Source: the AI read of this record
Body
Hollowmere Care Group - Onboarding Plan
Status: Final, version one Issued: 7 Apr 2026 Prepared by: Hamza Akhtar, Implementation Consultant, BG-Demo Account owner: Matteo Ricci Customer Success Manager: Hollie Grieve
Purpose
This plan sets out how BG-Demo will bring Hollowmere Care Group onto B-Glass, built and run inside the group's own Snowflake account. Hollowmere operates around forty residential and nursing care homes across Yorkshire and the North East. The group bought the brain to see family and commissioner contact, incidents and fee invoices for each home in one place, and to stop reconciling those sources by hand.
Contract summary
| Item | Detail |
|---|---|
| Tier | Enterprise |
| Customer since | 1 Apr 2026 |
| Licensed users | 170 |
| Annual recurring revenue (contracted) | £120k |
| Contract end | 31 Mar 2027 |
| Implementation | Enterprise fixed-fee implementation, including security review support |
Goals
Read the whole document (3,654 characters)
- Give each home manager and the central team one view of family and commissioner contact, incidents and fee invoices per home.
- Have the nightly refresh complete by 07:00 customer local time on business days.
- Move from a small group of early users to regular use across the central operations, quality and finance teams.
- Agree how the group will measure value before the first quarterly review.
Phases and owners
Phase one: kick-off and access
| Activity | Owner |
|---|---|
| Confirm project team, sponsor and working rhythm | Hamza Akhtar with Hollowmere sponsor |
| Confirm Snowflake account access and security review support | Hamza Akhtar |
| Agree the list of source systems and which are in scope first | Hamza Akhtar |
Milestone: access confirmed and source list agreed.
Phase two: connect and load
| Activity | Owner |
|---|---|
| Connect the CRM, helpdesk and finance sources that hold contact, incident and invoice data | Hamza Akhtar |
| Map each home to a common home identifier across sources | Hamza Akhtar with Hollowmere data lead |
| Check first loads against a sample of homes chosen by Hollowmere | Hollowmere data lead |
Milestone: first full load reviewed and signed off by Hollowmere.
Phase three: pages, search and chat
| Activity | Owner |
|---|---|
| Build home-level pages showing contact, incidents and fee invoices | Hamza Akhtar |
| Set up SSO and SCIM for the Enterprise user base | Hamza Akhtar with Hollowmere IT |
| Walk through chat and search with early users | Hamza Akhtar |
Milestone: early users asking real questions on live data.
Phase four: rollout and handover
| Activity | Owner |
|---|---|
| Run training sessions for operations, quality and finance teams | Hamza Akhtar |
| Hand over to Customer Success for adoption tracking | Hamza Akhtar to Hollie Grieve |
| Agree the first quarterly review date | Hollie Grieve |
Milestone: handover complete and review booked.
Risks and dependencies
- Source systems for individual homes may not share identifiers, so the home mapping needs Hollowmere time early.
- Access to the right people in IT and data protection will set the pace of the security review.
- Use is low in the first weeks by design; adoption needs a named champion in each of the main teams.
Governance
Hamza Akhtar runs the weekly working session during implementation. Matteo Ricci owns commercial questions. Hollie Grieve takes over day-to-day adoption once phase four is complete and owns the renewal conversation ahead of the contract end on 31 Mar 2027.
Sign-off
Issued as final on 7 Apr 2026 by Hamza Akhtar, Implementation Consultant, BG-Demo.