Ellerby Dental Group / BG-Demo – Onboarding
Callcompleted
Ellerby Dental Group · 30 May 2025 16:45
Laura Penhaligon ran onboarding with Rebecca Oakes and Megan Statham. Salesforce and Zendesk data is flowing; the Microsoft 365 email connector awaits Megan's service account setup, with training planned for early the following week.
What was said
What this says
As at Fri 9 Oct 2026Laura Penhaligon ran onboarding with Rebecca Oakes and Megan Statham. Salesforce and Zendesk data is flowing; the Microsoft 365 email connector awaits Megan's service account setup, with training planned for early the following week.
What happened: Megan had configured Salesforce and Zendesk, and Laura confirmed data started flowing overnight. The email connector is pending because Megan wanted more detail on the service account to set it up securely.
Customer view: Rebecca expects value once people can search instead of checking three systems. Her view was that once people see how quick it is, they will be sold.
Commercial: Laura plans a pilot group of 10 or 15 users, a couple of days of testing, then formal training and wider rollout. The call does not name the tier or contract.
Watch: Training depends on Megan completing the read-only email setup that week. The evidence does not show whether that happened.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Megan configures the Microsoft 365 email connector that week using Laura's step-by-step guide.
- Laura sets up the pilot users by end of week and runs a quick data check.
- Laura books training for the Monday or Tuesday of the following week.
Risks
As at Fri 9 Oct 2026- The email connector is not live until Megan completes the service account setup, which could delay training.
Opportunities
As at Fri 9 Oct 2026- A successful pilot group could lead to rollout across the wider team and a case for more users.
Transcript
Laura PenhaligonHi, joining now, sorry, bit stuck in another call. Are you both there?
Rebecca OakesYeah, we're here. No rush.
Megan StathamGood timing actually. I've got an update on the Salesforce and Zendesk side. Both are configured on my end, sent you the access this morning, Laura.- Laura PenhaligonExcellent. I've had a look, data started flowing overnight. We're pulling all your Salesforce records, all the cases, account history. Zendesk is looking really clean too, every ticket's coming through.
- Rebecca OakesThat's great. What about the emails?
- Laura PenhaligonThat's the Microsoft 365 connector. Megan, how are we on that?
- Megan StathamI was waiting on more detail about the service account you mentioned, just wanted to make sure we're doing it securely.
- Laura PenhaligonTotally fair. I'm sending you a step-by-step guide today: covers the service principal setup, making sure it's read-only, all of that. Should take you about 20 minutes.
- Megan StathamPerfect. I'll get that done this week.
- Laura PenhaligonGreat. Once you flip the switch on that, the emails will start loading. First load can take a few hours if you've got a lot of history, but after that it's incremental, new emails come in every hour or so.
- Rebecca OakesAnd then everything's searchable?
- Laura PenhaligonYeah, everything's in the brain once it's loaded. You can search across all three systems at once. Ask things like 'show me all complaints from this month' or 'what's been happening with this practice' and it pulls together Salesforce, Zendesk, emails, gives you the full picture.
- Megan StathamHow long before we do the training then?
- Laura PenhaligonI'd say early the following week once the email connector's live and we've done a quick sanity check on the data. Sound reasonable?
- Rebecca OakesYeah, that works.
- Laura PenhaligonGood. So Megan gets the email connector up this week, I'll do a quick check, and we'll book training for the Monday or Tuesday. In the meantime, I'll set up your first batch of users, probably a pilot group of 10 or 15, and you can start having a play around with the Salesforce and Zendesk data.
- Megan StathamHow long should people have access to test before the formal training?
- Laura PenhaligonCouple of days is usually good: gives people a chance to explore, get comfortable, ask questions. Then the training covers all the features properly and you can expand to the rest of your team.
- Rebecca OakesSounds right. I think once people see how quick it is to find something instead of checking three systems, they'll be sold.
- Laura PenhaligonAbsolutely. That's what we see, people realise it's saving them time pretty quickly. Okay, so to recap: Megan configures the email connector this week, I'll set up the users by end of week, and we'll do training early next week. I'll send you the guide and calendar invites today. Fair?
- Megan StathamPerfect.
- Rebecca OakesCheers, Laura.
- Laura PenhaligonThanks both. Speak soon.