Mossbrook Data Partners / BG-Demo – Onboarding
Callcompleted
Mossbrook Data Partners · 29 Sep 2025 11:00
On 29 Sep 2025, Ciaran Doherty agreed a connector order of Salesforce, Gong, then Zendesk, with the fourth slot open. He wants narrow grants and views, confirmed the £20k contract, and raised a possible later client use.
What was said
What this says
As at Fri 9 Oct 2026On 29 Sep 2025, Ciaran Doherty agreed a connector order of Salesforce, Gong, then Zendesk, with the fourth slot open. He wants narrow grants and views, confirmed the £20k contract, and raised a possible later client use.
What happened: Hamza Akhtar and Ciaran agreed to connect Salesforce midweek, Gong with a short backfill, then Zendesk once Ciaran checks the group field. Ciaran will define views and decide on call masking, and wants no changes on Fridays.
Customer view: Ciaran has no complaint on the contract and says it is invoiced with nothing outstanding. He asked about renewal at the end of August the following year and was told value comes first.
Commercial: Ciaran may later build a client Snowflake set-up that includes B-Viz, under a separate contract per client. He said four business hours for a P1 would not be acceptable for a client, which points to a tier and service level conversation with Sophie Ling.
Watch: no named backup admin, and the fourth connector needs a named owner first.
Themes
As at Fri 9 Oct 2026Theme
Connector plan and access
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to send the grants document the same day and connect Salesforce midweek, not on a Friday.
- Ciaran to write the Salesforce view definition by Tuesday and check whether the Zendesk group field is reliable.
- Ciaran to decide the Gong masking approach before the next load and name his backup admin once agreed.
Risks
As at Fri 9 Oct 2026- Ciaran is the owner of every connector and the backup admin is still unnamed.
- The fourth connector is undecided and needs a finance owner who has not agreed, if accounting is chosen.
- Masking of client names in call data is undecided before the Gong load.
Opportunities
As at Fri 9 Oct 2026- Client set-ups that include B-Viz would need a separate conversation on tier and service level.
- The fourth connector slot and any add-on connectors could widen use beyond the first three sources.
Transcript
Hamza AkhtarHello, Ciaran, can you hear me all right? I've got a bit of an echo on my side.
Ciaran DohertyHear you fine. Echo's probably your headset picking up the speakers.- Hamza AkhtarYeah, you're right, hang on. Let me just unplug this. There. Better?
- Ciaran DohertyBetter.
- Hamza AkhtarBrilliant. Morning, and thanks for making the time. Did you get the weekend off, or were you in a warehouse somewhere?
- Ciaran DohertyMostly off. One client had a task fail on Saturday. Resumed it. Not interesting. You?
- Hamza AkhtarQuiet, thankfully. Rained all of Sunday, so I did very little. Right, so this is the onboarding call. We've got the order form signed from the end of August, you're on Starter, and the point of today is to agree what we connect first, who owns what on your side, and what I need from you before I touch anything in the Snowflake account.
- Ciaran DohertyBefore that, can I say what I found in the logs?
- Hamza AkhtarPlease, go for it.
- Ciaran DohertyI went through the account usage views on Friday. Your provisioning script created the database and a role, and nothing else. No stray objects. Warehouse is an extra small, auto suspend is on. I checked the role grants. The role has usage on the database and create schema, and that's all. Which is what I wanted.
- Hamza AkhtarGood, that's the intended starting point. We keep it deliberately narrow, and then we widen it only where you tell us to.
- Ciaran DohertyFine. I'd rather widen it myself than have it done for me.
- Hamza AkhtarUnderstood, and that suits us. So in practice you run the grants, I send you the list of what B-Viz needs and why, and you decide.
- Ciaran DohertyRight. Not by email though. Put it in the shared doc and I'll apply it from a script, so there's a record.
- Hamza AkhtarYes, that works. A document with each grant, the object it touches and the reason. You can review it and apply it from your side. We never ask anyone to paste credentials or grant things over email.
- Ciaran DohertyGood. That's the answer I wanted to hear.
- Hamza AkhtarLet me recap where we are, and tell me where I've got it wrong. Mossbrook is using Starter for your own client base. Fifteen licensed users, and the plan is that most of those are your consultants, with you as admin. Does that sound right?
- Ciaran DohertyRoughly. Fifteen is the licence. Active will be fewer to begin with. Me, probably one or two others in the first fortnight. I'm not rolling it out to everyone until I trust it.
- Hamza AkhtarThat's sensible. The usage numbers we're seeing so far are basically you, and that's normal for the first weeks. Nothing to worry about.
- Ciaran DohertyTwo tickets so far, both mine. One was about the role name, one was a how-to on the connector screen. Both answered.
- Hamza AkhtarYes, I saw those. Neither was urgent, and neither shows anything wrong on our side. So, connectors. On Starter you've got four, and that's a hard limit, so it's worth choosing carefully.
- Ciaran DohertyFour. That's tight.
- Hamza AkhtarIt is, and I'm not going to pretend otherwise. If you outgrow it there's an add-on for more connectors, or Growth, but I'd rather we see what you actually use first. What were you thinking of starting with?
- Ciaran DohertyThree obvious ones. The CRM, which is Salesforce. The call recorder, which is Gong. And the helpdesk, Zendesk. The fourth I haven't decided.
- Hamza AkhtarOkay. Those three are all standard connectors for us, so no surprises. Salesforce first?
- Ciaran DohertyYes. It's the one with the cleanest data. Opportunities and accounts. I'd keep contacts out at first.
- Hamza AkhtarOut entirely, or just limited?
- Ciaran DohertyLimited. Names and roles, no personal fields. That's a schema question, and I'll define the view. I'll send you the view definition and you point the connector at the view, not the table.
- Hamza AkhtarThat's fine, we can read from a view. It might make the first sync a little slower to set up, but it's the right way round. I'll note that in the plan.
- Ciaran DohertySlower is fine. Wrong is not.
- Hamza AkhtarAgreed. Now, the implementation on Starter is a four week engagement, and we're already into it, so I'd like us to be sensible about order. My suggestion is Salesforce this week, Gong the week after, Zendesk after that, and the last week is for checking, training and handover.
- Ciaran DohertyNot this week for the production side. I'm not touching anything in a client environment on a Friday, and this week is thin. If we do it Tuesday or Wednesday, fine.
- Hamza AkhtarRight, and just to be clear, this is your own Mossbrook account we're connecting, not a client's. But I take the point, you don't want Friday changes anywhere. I'll aim for midweek.
- Ciaran DohertyGood. Midweek.
- Hamza AkhtarCan I ask about the longer-term idea? Sophie mentioned that Mossbrook wants to use B-Viz for the client work too, not only internally. I don't want to assume anything, so how are you thinking about that?
- Ciaran DohertyInternal first. Then, if it holds up, I'd build the Snowflake set-up for a client and include B-Viz in the design. That's a separate conversation and a separate contract per client. I don't want to blur it.
- Hamza AkhtarCompletely sensible. For today I'll treat it as internal only, and anything about clients goes through Sophie, who looks after the commercial side. I'm not going to promise anything on that.
- Ciaran DohertyFine.
- Hamza AkhtarLet me share my screen and show you the connector checklist. Can you see it?
- Ciaran DohertyI see a blank white window.
- Hamza AkhtarAh. Sorry, wrong window. Give me a second. How about now?
- Ciaran DohertyNow I see it. Checklist. Small font.
- Hamza AkhtarI'll make it bigger. So the checklist has four blocks per connector. Access, scope, schedule and owner. Access is what credentials or tokens we need and where they live. Scope is which objects and fields. Schedule is the nightly refresh. And owner is the person on your side who answers if a source breaks.
- Ciaran DohertyOwner is me for all of them, for now. Put me down.
- Hamza AkhtarI can, but let me gently push on that. One admin is a risk if you're away or busy. Is there a second person who could be a backup?
- Ciaran DohertyThere's a senior engineer who covers me. Not named yet. I'll tell you when I've asked them. I don't want to put someone down who hasn't agreed.
- Hamza AkhtarThat's fair. I'll leave the backup field open and ask again at the end of the week.
- Ciaran DohertyMm. Next block.
- Hamza AkhtarSchedule. The nightly refresh should complete by seven in the morning your time on business days. That applies to every tier, so it's in your order form. If it's late, that's a data freshness issue, and I'd want you to raise it with us rather than wait.
- Ciaran DohertyWhich warehouse is that running on? The refresh.
- Hamza AkhtarThe one that was created at provisioning. The extra small you saw in the logs. For your volumes it should be plenty, and because it's inside your Snowflake account, you see the cost and can resize it whenever you like.
- Ciaran DohertyI'll keep it as it is and watch the credits. If the Gong load is heavy I'll tell you.
- Hamza AkhtarPlease do. Gong can be chunky on the first backfill because of the transcripts. We can spread that across a few nights so it doesn't hit the warehouse all at once.
- Ciaran DohertyHow far back does the backfill go?
- Hamza AkhtarThat's your call. You decide the window. I'd suggest starting short, check the answers look right, then extend. I don't want to guess at what's useful for you.
- Ciaran DohertyShort. Recent calls only. Consultants talk about clients, and I need to see what's in there before I let it widen.
- Hamza AkhtarUnderstood. Then do you have a view on whether client names in those calls should be masked?
- Ciaran DohertyYes. That's the main thing. I've been thinking about it. The calls are our consultants with their clients, so there's client information in them. For the first load I want it off, or masked. Honestly I'm not certain which is cleaner.
- Hamza AkhtarDon't decide now. Let's think about what each option does. Leaving the call data out means nobody can ask about it, which is the safest but also the least useful. Masking keeps the calls searchable but hides the names. Masking depends on how you set it up in the view.
- Ciaran DohertyI'd do it in the view. Same approach as Salesforce. You read what I give you.
- Hamza AkhtarThat's consistent, at least. So for Gong you'll send a view definition, same as for Salesforce, and we skip the direct table access. I'll write that in.
- Ciaran DohertyGood.
- Hamza AkhtarDo you want to talk through Zendesk, or is it simpler?
- Ciaran DohertySimpler, but one catch. The helpdesk has tickets for our own internal use and also tickets from clients. I only want the internal ones for now.
- Hamza AkhtarIs there a field that separates them? A group, a tag, a form?
- Ciaran DohertyThere's a group. I think so. I'll check before I tell you. I'm not going to say yes and then find out it isn't consistent.
- Hamza AkhtarPerfect, that's exactly the right approach. If the group is reliable we filter on it, and if not, we need another route. Let me note that as an open question for you.
- Ciaran DohertyOpen question. Mine.
- Hamza AkhtarNow, the fourth connector. You said you haven't decided. Is there anything that's pulling you?
- Ciaran DohertyPossibly the accounting system. Mossbrook finance would like to ask about project margins. But then I'd need finance to agree, and a finance person to be the owner for it. That's not me.
- Hamza AkhtarFair. We can leave the fourth slot open for now. It doesn't cost you anything to hold it, and you can decide after the first three are bedded in. Or Microsoft 365, if email and documents become more interesting. Whichever you pick, it should have a named owner from the start.
- Ciaran DohertyAgreed. Owner first, connector second.
- Hamza AkhtarRight. I think that's a good summary of connectors. Let me move to access. What do you need from us to be comfortable?
- Ciaran DohertyDocumentation. A list of every object B-Viz creates in the account, every table, every task, every role. With the names. I want to keep it in our own wiki, because if I leave, someone else needs to understand it.
- Hamza AkhtarI can do that. At the end of the implementation I hand over a document listing all objects, the roles, the schedules, the owners and the contact points at our end. You're free to copy it into your wiki and edit it.
- Ciaran DohertyGood. And a diagram, if there is one.
- Hamza AkhtarThere is a simple one. Sources on the left, your schemas in the middle, the B-Viz layer on the right. I'll include it, and you can tell me if anything doesn't match what you see in the account.
- Ciaran DohertyI will.
- Hamza AkhtarOkay. Anything else you want to cover on access? Single sign on, for instance. That's an Enterprise feature, so it's not part of your plan, but I wanted to mention it in case it's a surprise.
- Ciaran DohertyNot a surprise. Fifteen users, we'll manage logins directly. If that becomes a pain I'll say.
- Hamza AkhtarFine. Let me talk through training next. In the last week of the implementation I'd normally run a session for the people who will actually use the product. Do you want that for the consultants, or just for you?
- Ciaran DohertyJust me, and one other. Then I show the rest. I'd rather train people on our own data than on a demo. Does the session use our data?
- Hamza AkhtarYes, by then the first three connectors will be loaded, so we'd use your real, masked data. It's much more convincing than a generic example, and you'll find out quickly whether the questions people ask get sensible answers.
- Ciaran DohertyGood. Then we'll know if the masking is too aggressive.
- Hamza AkhtarExactly. That's a useful test, and it might lead to a change in the views. Which is fine, you own them.
- Ciaran DohertyYes. Let me ask about support. Who do I contact if something breaks? Is it you, or a queue?
- Hamza AkhtarDuring implementation, me directly, and I'm happy for you to message me. After that, the support queue, which is what both your tickets went through. On Starter the response time for a priority one issue is four business hours. Faster tiers exist, but that's what your plan has.
- Ciaran DohertyFour business hours. Fine for internal use. I wouldn't accept it for a client.
- Hamza AkhtarUnderstood, and that's a sensible thing to hold in mind if the client idea goes ahead. It would be a different conversation about tier and service level, and Sophie would be the person to speak to.
- Ciaran DohertyNoted.
- Hamza AkhtarAnything on the commercial side you want to raise while I'm here? I'm not the right person to negotiate, but I can pass it on.
- Ciaran DohertyNo. Contract is nineteen thousand five hundred a year, it's invoiced, nothing outstanding. I have no complaint.
- Hamza AkhtarGood, that matches what I see. Then let me suggest the timetable and you correct me. This week, Salesforce view and connector, midweek. Next week, Gong with a short backfill. The week after, Zendesk, once you've checked the group field. And the final week, the fourth slot decision, training and the handover document.
- Ciaran DohertyThat's workable. Salesforce view by Tuesday. I'll put it in the shared doc.
- Hamza AkhtarBrilliant. And I'll send the grants document today, one line per grant with the reason, so you can review before applying anything.
- Ciaran DohertySend it. I'll read it properly. If a grant is broader than it needs to be I'll say so.
- Hamza AkhtarI'd expect nothing less. Would you like to see the first screen of the product now, so you know what your consultants will land on? It only takes a few minutes, though it's empty until the data is in.
- Ciaran DohertyShow me. Empty is fine.
- Hamza AkhtarOkay, sharing again. This is the home page. You've got pages, chat and search, which are the three things on Starter. Pages are the saved views of a topic, chat is where people ask questions in plain English, and search is across everything that's been indexed.
- Ciaran DohertyNo dashboards.
- Hamza AkhtarNot on Starter, correct. The dashboards builder comes with Growth. Honestly you may not miss it, because most of what people want early on is a straight answer rather than a chart.
- Ciaran DohertyProbably. Where do the answers come from? Can I see the source for each one?
- Hamza AkhtarYes, every answer links back to the records it used. If it can't find support, it says so rather than inventing something. You'll see that when you try it. I'd encourage you to test it with questions you already know the answer to.
- Ciaran DohertyThat's how I test everything. Questions with known answers. Anything else is guessing.
- Hamza AkhtarThen we're aligned. A quick word on how the index behaves. Once the data's loaded, we track records indexed over time. If it goes flat for a while, that usually means a source has stopped loading, often because something changed on the source side. If you ever change a field or rename an object in Salesforce, tell me beforehand.
- Ciaran DohertyI'd tell you. But I'd also expect your monitoring to notice.
- Hamza AkhtarIt should, and it does for the most part. But a rename can look like an empty result rather than an error, so a heads up costs nothing.
- Ciaran DohertyFair. Rename is a schema question. I'll flag any schema change in the shared doc.
- Hamza AkhtarPerfect. Let me stop the share. Is there anything about the data model itself you want me to look at before I connect anything? I know you'll have views on how it's laid out.
- Ciaran DohertyOne. B-Viz objects go in their own schema. Nothing in the existing Mossbrook schemas. I checked, and the provisioning does that already. Keep it that way.
- Hamza AkhtarIt's by design, and I'll confirm it in writing in the handover document. Nothing is written to your existing schemas.
- Ciaran DohertyGood. Then I have nothing else on that.
- Hamza AkhtarOkay. Can we spend a few minutes on how you'd like to work together over the next weeks? Updates by message, a weekly call, or just when something changes?
- Ciaran DohertyShort written update at the end of each connector. What was done, what's pending. A call only if there's a problem. I don't like status meetings.
- Hamza AkhtarUnderstood, I'll do that. One note per connector, same format each time, so you can compare them. And if there is a problem, I'll ring rather than write a long email.
- Ciaran DohertyRing is fine. Not Fridays if it involves a change.
- Hamza AkhtarNoted, no changes on Fridays. I'll write that at the top of the plan so it's not forgotten.
- Ciaran DohertyWho else at your end should I know about? Just in case you're out.
- Hamza AkhtarMarcus Bell is your customer success manager. He owns adoption once the implementation finishes, and he'll set up the check-ins. For anything commercial it's Sophie Ling. For anything technical during the build, it's me.
- Ciaran DohertyMarcus for adoption, Sophie for money, you for the build. Got it.
- Hamza AkhtarThat's it exactly. Starter includes a six-monthly check-in with Marcus, though I imagine he'll be in touch sooner than that, given you're our first partner of this kind.
- Ciaran DohertyFirst partner. Does that change anything for us?
- Hamza AkhtarNot contractually, no. You're on the same terms as anyone on Starter. What it changes is attention, because we want it to go well, and we'll probably learn from how you set things up. If you've got views on what we should do differently, I'd genuinely like to hear them.
- Ciaran DohertyI'll keep a list. You'll get it at the end.
- Hamza AkhtarPlease do. Right, let me read back the actions so we both leave with the same list. Is that all right?
- Ciaran DohertyGo.
- Hamza AkhtarI send the grants document today, one line per grant with the reason. You review it and apply what you're happy with, from a script, not by email. You write the Salesforce view definition and put it in the shared doc by Tuesday. I connect Salesforce midweek, not Friday. You check the Zendesk group field and tell me if it's reliable. You decide the Gong masking approach before next week's load. And you tell me who your backup admin is, when they've agreed.
- Ciaran DohertyAdd one. You send the object list and the diagram at the end.
- Hamza AkhtarYes, handover document, object list and diagram, at the end of the implementation. Added. And I'll send a short note per connector as each one goes live.
- Ciaran DohertyThat's everything I've got.
- Hamza AkhtarSame here. We've got some time left, so is there anything you wanted to ask that we haven't touched? Anything on security, the contract, how the data is handled?
- Ciaran DohertyOne thing. Where does the data physically sit? I know it's our Snowflake account, but is anything copied out to you?
- Hamza AkhtarThe data stays in your Snowflake account. B-Viz runs inside it, so the indexed content and the layer on top live there too. What we hold on our side is operational information, such as logs and tickets, not your business data. If you want me to document that precisely I can, so you have it in writing for your own records.
- Ciaran DohertyDo that. I'll want it for the clients' sake anyway.
- Hamza AkhtarWill do, I'll add a short data handling note to the handover pack. If it needs more detail than I can give, I'll bring in a colleague who can.
- Ciaran DohertyFine. I don't want you to guess either.
- Hamza AkhtarHa, no, I'd rather say I don't know and come back to you. Anything else?
- Ciaran DohertyNo. What about the renewal? Next August. Is that something I need to think about now?
- Hamza AkhtarNot yet. The contract runs to the end of August next year, and Marcus looks after the renewal conversation, with plenty of notice before it. For now the job is getting value out of it, because that's what makes the renewal easy.
- Ciaran DohertyAgreed. Value first.
- Hamza AkhtarOne more practical point. Once Salesforce is connected, I'll ask you to try a handful of questions and tell me which answers were wrong or thin. That feedback is the most useful thing you can give me in the first week.
- Ciaran DohertyI'll write the questions before you connect it, with the answers I expect. Then compare.
- Hamza AkhtarThat's ideal. If you send them ahead, I can run them as soon as the first load finishes and we'll see together how it did.
- Ciaran DohertyOkay. I'll add them to the shared doc under the Salesforce section.
- Hamza AkhtarBrilliant. I think we're in good shape. Anything you'd like me to repeat or clarify before we finish?
- Ciaran DohertyNo. It's clear. The plan is narrow grants, views not tables, midweek changes, one note per connector.
- Hamza AkhtarThat's the plan in a sentence, and it's better than how I put it. I'll use that as the opening line of the document.
- Ciaran DohertyUse it.
- Hamza AkhtarThanks, Ciaran. I appreciate how clear you've been on what you want. It makes my job easier. I'll get the grants document out this afternoon.
- Ciaran DohertyThanks. I'll look at it tomorrow.
- Hamza AkhtarPerfect. Speak soon, and have a good week.
- Ciaran DohertyYou too. Bye.
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