Astley Brook Packaging / BG-Demo – Onboarding
Callcompleted
Astley Brook Packaging · 7 Apr 2026 14:45
Sajid Iqbal reported the ERP extract ran late twice, risking a reload of old data. Laura Penhaligon proposed a completion marker and walked through order, brand and helpdesk mapping. Leanne Partington was absent.
What was said
What this says
As at Fri 9 Oct 2026Sajid Iqbal reported the ERP extract ran late twice, risking a reload of old data. Laura Penhaligon proposed a completion marker and walked through order, brand and helpdesk mapping. Leanne Partington was absent.
What happened: Sajid said the extract ran late twice in the week, so a clock-based refresh would have loaded yesterday's data again. Laura called it a freshness issue, not availability, and proposed loading only once a completion marker file appears.
Customer view: Sajid is engaged and practical. He added the print run field (artwork version) that would have solved Leanne's complaint, and he accepted that ticket-to-order joins will be best effort.
Commercial: Nothing on price or renewal was raised. Laura said Amara, the customer success manager, picks up after onboarding.
Watch: The marker needs the batch jobs owner to agree, and key accounts have not yet checked the brand mapping and are slow with homework. The accounting extract also still needs finance agreement.
Themes
As at Fri 9 Oct 2026Theme
Data freshness and mapping
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sajid to ask the batch jobs owner about a completion marker, with Laura sending a one-page description.
- Laura to build the provisional order mapping and brand roll-up and group the helpdesk categories.
- Sajid to pull the accounting extract once finance agree.
Risks
As at Fri 9 Oct 2026- The late ERP extract could cause the nightly refresh to reload old data unless a completion marker is agreed.
- Key accounts have not confirmed the provisional brand mapping and may be slow to respond.
- Ticket-to-order joins will be best effort because the order number is often left empty.
Opportunities
As at Fri 9 Oct 2026- Showing the print run question on real data to Leanne's first group could demonstrate value early.
- Visible gaps in order numbers may push the team to improve their ticket data.
Transcript
Laura PenhaligonHi Sajid, afternoon. Is it just us today?
Sajid IqbalAfternoon. Yeah, Leanne's tied up with a complaint, she said to carry on without her and she'd read the notes. Probably a good thing, this one's the technical bit.- Laura PenhaligonFine by me. How's your week been? You sounded a bit worn down last time.
- Sajid IqbalBusy. Bank holiday weekend and the plants were flat out beforehand, so the extract ran late a couple of times. Which is actually relevant to what I wanted to ask.
- Laura PenhaligonGood, let's start there then. What happened with the extract?
- Sajid IqbalIt normally finishes in the early hours and drops the files. Twice this week it didn't finish until well after you'd expect people to be at their desks. So if your refresh ran before the files landed, it'd have loaded yesterday's data again.
- Laura PenhaligonRight, so that's a freshness question rather than an availability one. B-Viz would have been up and answering, but on old data. The way to deal with it is to make the load wait for the files rather than run to the clock.
- Sajid IqbalCan it do that? I assumed it was just a fixed schedule.
- Laura PenhaligonThere's the scheduled refresh, but we can have it check for a completion marker. If your extract writes a small file at the end saying it's done, we load only once we see it. Could the ERP job do that?
- Sajid IqbalI think so. I'd have to ask whoever looks after the batch jobs. Mm. I could write it as a last step myself, I just need permission.
- Laura PenhaligonAsk them, and if it's easier I'll write a one-page description of exactly what we need. They can say yes or no to something concrete.
- Sajid IqbalThat would help, yes. Thanks.
- Laura PenhaligonOkay. Let's share my screen and look at the field mapping, because you sent that list and it's quite thorough. I'll go through order first.
- Sajid IqbalCan I see it? Yeah, got it. That's a lot of columns.
- Laura PenhaligonIt is, but most are not needed for what Leanne wants. These are the ones I'd keep: order number, line, brand account code, product, requested date, promised date, actual despatch date and delivery status. Anything missing?
- Sajid IqbalPrint run. For the complaint she talked about last time, the print run reference is what would have solved it. It's on the line, in a field called something like artwork version.
- Laura PenhaligonExcellent, good catch, I'd missed that one. Is it consistently filled in?
- Sajid IqbalMostly. Older orders, no. Anything since the new year, yes.
- Laura PenhaligonThat's fine, we'll say so in the notes so nobody is surprised when an old order shows blank. Next, brand account codes. You sent the spreadsheet, thank you. I can see a few brands with two codes.
- Sajid IqbalYes, those are the ones that changed name. I've marked them in the third column, the one that says parent. Key accounts haven't checked it yet, though.
- Laura PenhaligonOkay, so I'll build the mapping from it and we flag it as provisional until Leanne's team confirm. If a brand rolls up wrongly, it's an easy fix, but I'd rather they've seen it before they start asking questions.
- Sajid IqbalI'll chase them. Fair warning, they're slow with anything that looks like homework.
- Laura PenhaligonHa. Then I'll keep it to a yes or no list. Right, the helpdesk. Have you had a look at the export?
- Sajid IqbalI have. The category field is a free choice, so people have typed all sorts. Delivery, deliveries, late delivery, delivery problem. It's untidy.
- Laura PenhaligonThat's very common. We can group them, but the grouping is a judgement, so I'd suggest we pick four or five headings together. Something like delivery, quality, print, invoice and other. Does that cover what they get?
- Sajid IqbalPretty much. Maybe packaging damage as its own, because it's not quality exactly, it's transit.
- Laura PenhaligonGood, I'll put that in. So delivery, quality, print, transit damage, invoice, other.
- Sajid IqbalFine. And then how do tickets join to orders? There's an order number box but people leave it empty.
- Laura PenhaligonThat's the weak point, honestly. Where the number is there, we join on it. Where it isn't, we can try to find it in the ticket text, but it'll be best effort. I'd rather tell you that now than promise a perfect join.
- Sajid IqbalAppreciated. Honestly, if it's right for most of them I'll be happy, and it might push the team to fill in the box.
- Laura PenhaligonOften does. Seeing the gap on screen does more than a reminder email.
- Sajid IqbalRight. Accounting. I haven't done that export yet. I wanted to check first what you need, because credit will want to see invoices next to orders but I don't want to hand over everything.
- Laura PenhaligonSensible. Invoice number, date, brand account code, amount, due date and paid status is plenty. No bank details, nothing about individuals. It all sits in your own Snowflake account anyway, so it doesn't leave your environment.
- Sajid IqbalOkay. That's easier than I feared. I'll talk to finance but I can't see a problem.
- Laura PenhaligonGreat. Then let's do the plan for the next fortnight. First, you ask the batch jobs person about the completion marker and I send my one pager. Second, I build the order mapping and the brand roll-up, provisional. Third, you pull the accounting extract once finance agree.
- Sajid IqbalAnd the helpdesk categories, you said you'd group them.
- Laura PenhaligonYes, that's mine too. Once the orders and helpdesk are loaded, I'll set up a short session for Leanne's first group. I'd like them to ask the print run question on real data.
- Sajid IqbalShe'll love that. Is Amara involved at this stage, or is that later?
- Laura PenhaligonLater. Amara is your customer success manager and she'll pick things up once we're through onboarding. I'll hand over properly, so you won't have to repeat yourself.
- Sajid IqbalGood. Right, I should get back, there's a delivery query waiting. Thanks Laura.
- Laura PenhaligonThanks Sajid. I'll send the one pager and the notes this afternoon. Speak soon, bye.
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