Merriott Lyle Distribution - Onboarding Plan
Documentfinal Merriott Lyle Distribution · onboarding_plan · final · 2025-03-04
Final version one onboarding plan written by Callie Brennan on 4 Mar 2025 for an Enterprise subscription running 28 Feb 2025 to 27 Feb 2026. It sets five phases from access to handover. It quotes no availability or P1 response figure.
What it says
What this says
Current to 13 Oct 26Final version one onboarding plan written by Callie Brennan on 4 Mar 2025 for an Enterprise subscription running 28 Feb 2025 to 27 Feb 2026. It sets five phases from access to handover. It quotes no availability or P1 response figure.
What it is: an implementation plan from a signed order form to handover, prepared by Callie Brennan. The contract table lists Enterprise, contract start 28 Feb 2025, contract end 27 Feb 2026, "Contracted annual recurring revenue" of £116k and 200 licensed users.
Commits: the plan binds BB-Demo to five phases and a written setup note. It asks Merriott Lyle for written access, a named system owner per source and an executive sponsor.
Unusual: no milestone dates are set; they are "agreed with the executive sponsor at kickoff". The plan defers to the executed order form on price and terms.
Not settled: the executive sponsor, the Snowflake administrator and the source order are open. The document gives no service levels, connector delivery dates or invoice terms, and the contract end date has passed.
As found in this document
Current to 9 Oct 26- Date end27 Feb 2026Source: object_read:doc_076_008
- Date start28 Feb 2025Source: object_read:doc_076_008
- Licensed users200Source: object_read:doc_076_008
- Rollout allowanceKeep rollout inside the licensed allowance of two hundred usersKeep rollout inside the licensed allowance of two hundred users · Source: object_read:doc_076_008
- Administrator trainingTrain at least two administrators, so the brain does not depend on one personTrain at least two administrators, so the brain does not depend on one person · Source: object_read:doc_076_008
- HandoverHand over a written setup note covering every connector, mapping decision and open pointHand over a written setup note covering every connector, mapping decision and open point · Source: object_read:doc_076_008
- Access before connectionnothing is connected until written access is in placenothing is connected until written access is in place · Source: object_read:doc_076_008
The document
Body
Merriott Lyle Distribution - Onboarding Plan
Status: Final, version one Prepared by: Callie Brennan, Implementation Consultant, BB-Demo Date: 4 Mar 2025 Account owner: Lewis Kerr Customer success manager: Daniel Okafor
Purpose of this plan
This plan sets out how we get Merriott Lyle Distribution from a signed order form to a company brain that branch, key-account and credit-control teams use every day. It covers the phases, who owns each step, what I need from your side, and what "done" looks like at handover.
Merriott Lyle is a builders' merchant and plumbing and heating wholesaler with about one hundred and twenty branches across the Midlands and the North. The Enterprise subscription was bought so that each trade account's orders, disputes, calls and invoices can be seen together, rather than reconciled by hand across systems.
Contract summary
| Item | Detail |
|---|---|
| Customer | Merriott Lyle Distribution, Birmingham |
| Tier | Enterprise |
| Contract start | 28 Feb 2025 |
| Contract end | 27 Feb 2026 |
| Contracted annual recurring revenue | £116k |
| Licensed users | 200 |
| Deployment | Inside the customer's own Snowflake account |
Read the whole document (7,273 characters)
The executed order form is the source of truth for price and terms. Anything in this plan that appears to differ from it should be raised with Lewis Kerr, who owns the commercial terms.
Who is involved
| Role | Name or role | Responsibility |
|---|---|---|
| Implementation lead | Callie Brennan, BB-Demo | Connectors, field mapping, first refresh, setup note |
| Account owner | Lewis Kerr, BB-Demo | Commercial terms and any change to scope |
| Customer success manager | Daniel Okafor, BB-Demo | Adoption, check-ins, handover into the success plan |
| Executive sponsor | Named by Merriott Lyle | Decisions, priorities, removing blockers |
| Snowflake administrator | Merriott Lyle IT | Access to the account the brain runs in |
| System owners | Merriott Lyle, one per connected system | Credentials and answers on how each system is used |
| Branch, key-account and credit-control leads | Merriott Lyle | Defining the questions the brain must answer first |
Phases
Phase one: access and readiness
Before we switch on the refresh, nothing is connected until written access is in place.
What I need from your side is:
- Confirmation of the Snowflake account and a named administrator
- Written access for each source system, with credentials arriving before the kickoff, not after
- A named system owner for each source who can explain how it is really used
- The executive sponsor confirmed
- A short list of the first questions each team wants answered
Done when: every source on the agreed list has written access recorded and an owner named.
Phase two: connect and map
We connect the sources one at a time and map fields into the brain. The CRM, the helpdesk, the accounting system and the call recorder are the priority, because they carry the trade-account picture that credit control and key-account teams need most.
- Connect each source in the agreed order
- Map account, contact, order, dispute, call and invoice fields
- Agree how one trade account is recognised across systems, so one organisation stays one record
- Flag any field that does not map cleanly and agree a decision with the system owner
I will not describe a mapping as fine until I have checked it against real records with the system owner.
Done when: every connector loads and the mapped fields have been reviewed with the owner of each system.
Phase three: first refresh and validation
The first refresh is the moment of truth. We run it, then check it together.
- Run the first full refresh and confirm records are indexed from every source
- Spot-check a sample of trade accounts end to end, from order to invoice
- Confirm the nightly refresh completes in time for the start of the business day
- Fix anything that does not reconcile before users are invited in
Done when: the credit-control and key-account leads confirm that the sample accounts look right to them.
Phase four: access, security and rollout
Enterprise brings single sign-on and automated user provisioning, so rollout is controlled rather than ad hoc.
- Configure single sign-on with Merriott Lyle IT
- Set up user provisioning so that joiners and leavers are handled automatically
- Agree roles, so branch teams see what they need and credit control sees the wider account picture
- Roll out in waves, starting with the project team, then key-account and credit-control, then branches
- Keep rollout inside the licensed allowance of two hundred users
Done when: the first wave of users is signed in through single sign-on and asking real questions.
Phase five: adoption and handover
The aim is to leave your administrators able to run things alone.
- Train at least two administrators, so the brain does not depend on one person
- Hand over a written setup note covering every connector, mapping decision and open point
- Introduce Daniel Okafor as the day-to-day contact for adoption and check-ins
- Agree the measures that will show value: questions asked, who is asking them, and how fresh the data is each morning
Done when: the setup note is accepted by Merriott Lyle and the account moves from onboarding into the customer success plan.
Milestones
| Milestone | Owner | Evidence |
|---|---|---|
| Written access in place for every source | Merriott Lyle system owners | Access recorded per source |
| All connectors loading | Callie Brennan | Records indexed from every source |
| Mapping reviewed | Callie Brennan with system owners | Sign-off from each owner |
| First refresh validated | Callie Brennan with credit-control and key-account leads | Sample accounts reconciled |
| Single sign-on and provisioning live | Merriott Lyle IT with Callie Brennan | First wave signed in |
| Handover complete | Callie Brennan and Daniel Okafor | Setup note accepted |
Dates for each milestone will be agreed with the executive sponsor at kickoff and recorded in the project notes, so that every step has a date against it.
Risks and how we handle them
| Risk | What we do |
|---|---|
| Credentials arrive late | Hold the connector until written access is in place; escalate to the executive sponsor |
| A source system changes during onboarding | System owner tells us before the change, so we can re-check the mapping |
| Same trade account appears under two records | Agree the matching rule in phase two and count each organisation once |
| Only one person understands a system | Name a second person and include them in the handover |
| Early use limited to the project team | Plan the rollout waves in advance so branch teams come in promptly after validation |
Open points at the date of this plan
- Executive sponsor to be named by Merriott Lyle
- Order and priority of sources to be confirmed at kickoff
- Snowflake administrator to be confirmed
Communication
- A short written update after each phase
- A standing check-in between Callie Brennan and the system owners while connectors are being built
- Daniel Okafor joins from the first refresh onwards, so the handover into adoption is not a cold start
Thanks, Callie
Unusual terms
Current to 9 Oct 26- No milestone dates set
- Executive sponsor not yet named