Wrenfield Property Management / BG-Demo – Onboarding
Callcompleted
Wrenfield Property Management · 31 Mar 2026 10:15
Kickoff for a six-week implementation connecting four systems. Hugh Fenton and Toby Cowell agreed to the plan and to put five to ten users through training in week five. No concerns raised.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for a six-week implementation connecting four systems. Hugh Fenton and Toby Cowell agreed to the plan and to put five to ten users through training in week five. No concerns raised.
What happened: Laura Penhaligon walked Hugh and Toby through a six-week plan: access in week one, connectors in weeks two and three, soft launch in week four, training in week five, live and handover to the CSM in week six.
Customer view: Hugh was positive and asked only about the plan, training timing and numbers. Toby agreed to complete the systems questionnaire.
Commercial: Four systems are to be connected: ticketing, invoicing, call recorder and CRM. Training is for roughly five to ten people, including account managers and complaint handlers, which gives an early read on user numbers.
Watch: Toby holds most of the system and table knowledge, so the questionnaire is a dependency. The evidence does not show the tier or contract terms.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura to send the questionnaire and calendar invites on the day of the call.
- Toby to complete the questionnaire with system and table names.
- Laura to send weekly updates and hand over to the CSM in week six.
Risks
As at Fri 9 Oct 2026- Toby holds most of the system and table knowledge, so a late questionnaire could slow the connector build.
- Training numbers are only an estimate of five to ten people.
Opportunities
As at Fri 9 Oct 2026- Training account managers and complaint handlers could build early adoption and show user numbers.
Transcript
Laura PenhaligonHi, Hugh, Toby. This is the kickoff. We're going to go through the implementation plan for the next six weeks.
Hugh FentonGreat. What does that look like?- Laura PenhaligonWeek one, we get access to your systems, I learn the schemas. Week two, three, we build and test the connectors. Week four, soft launch. Your team starts using it, we refine any issues. Week five, training. Week six, you're live and we hand over to your CSM.
Toby CowellWe're connecting four systems?- Laura PenhaligonRight. Your ticket system, your invoicing, your call recorder, and your CRM. Once they're all feeding in, you can search across everything.
- Hugh FentonAnd training happens in week five?
- Laura PenhaligonYes. Week five. I'll walk your team through search, chat, and how to build pages.
- Laura PenhaligonI'll need some information from you: your system names, table names, that kind of thing. Toby, you'll probably know most of that. I can send a questionnaire today.
- Toby CowellSure, I'll fill that in.
- Laura PenhaligonAnd your team should be involved in training. Probably your account managers and whoever's handling complaints.
- Hugh FentonHow many people?
- Laura PenhaligonWhoever's going to use it. Could be five, could be ten. Does that work for you?
- Hugh FentonYeah, we can do that.
- Laura PenhaligonGreat. I'll send the questionnaire and calendar invites. We'll be in touch every week with updates.
- Hugh FentonLooking forward to it. Thanks, Laura.