Duddingston Payroll / BG-Demo – Onboarding
Callcompleted
Duddingston Payroll · 20 Feb 2025 12:45
First onboarding call for Duddingston Payroll on Growth. Lorna wants open queries and pay dates in front of client managers. Access, an employer lookup and pilot managers are agreed before the first refresh.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call for Duddingston Payroll on Growth. Lorna wants open queries and pay dates in front of client managers. Access, an employer lookup and pilot managers are agreed before the first refresh.
What happened: Callie Brennan set out the connectors (CRM, helpdesk, call recorder, accounting), the access BG-Demo needs in writing, and the employer mapping. Queries and the CRM go first, calls next, fees last.
Customer view: Lorna Cairns wants a client manager to see open queries, the pay date and what was said last time. She stressed that one employer's data must never go near another's.
Commercial: The customer is on Growth and licensed for forty users. Euan Drummond becomes admin, and the pilot starts with a few client managers.
Watch: Payroll deadlines sit partly in an untidy spreadsheet, and CRM names do not match payroll client codes. Helpdesk access depends on a colleague in IT.
Themes
As at Fri 9 Oct 2026Theme
Onboarding kickoff and access
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Euan sends the CRM service account details in writing and requests helpdesk access through IT.
- Lorna picks the pilot client managers.
- Callie drafts the lookup table and starts the setup note.
Risks
As at Fri 9 Oct 2026- Payroll deadlines partly live in an untidy spreadsheet, so the data may be unreliable.
- Helpdesk access depends on a colleague in IT answering the request.
- CRM names do not match payroll client codes, so employer matching needs manual confirmation.
Opportunities
As at Fri 9 Oct 2026- A successful pilot with client managers could widen use towards the forty licensed users.
- The spreadsheet deadlines could become a later connector job.
Transcript
Callie BrennanHello, hello. Can you both hear me all right? I've got the recording going, so apologies in advance for anything I say.
Lorna CairnsLoud and clear. Good afternoon, Callie.
Euan DrummondAfternoon. Sorry, give me a second, I'm just closing the pay run window. There we go.- Lorna CairnsBefore we start, can I just say what's on this week? We've got a couple of big pay dates on Friday, so if either of us vanishes mid-call, that's why. Euan's got the bank files and I've got the client managers chasing late timesheets.
- Callie BrennanUnderstood, no problem at all. I'll keep us tight. Here's the plan for the next forty-five minutes. First, a quick look at what B-Viz is going to connect to for you. Second, what I need from your side to get access in place. Third, how we map your employer records so a client manager sees one picture. And last, who does what before we switch on the refresh.
- Euan DrummondThat sounds fine. I should say, I've only had a skim of the kickoff notes, so go gently on the Snowflake side.
- Callie BrennanOf course. The short version: B-Viz runs inside your own Snowflake account, so your data stays with you. We build the layer there and it pulls from the sources we agree. Nothing leaves your account.
- Lorna CairnsThat's what I told our partners, to be fair. Employers hear from us first, and one employer's data never goes near another's. That's the line.
- Callie BrennanThat maps cleanly, actually. Everything is keyed on the employer, so a client manager only sees their own book. Euan, we'll come to permissions in a minute.
- Euan DrummondRight, good.
- Callie BrennanSo, sources. From the order form you're on Growth, which gives you room for several connectors. What I have down is your CRM, the helpdesk where payroll queries come in, the call recorder, and the accounting system for fees. Is that still the list?
- Lorna CairnsMostly. The queries are the big one for me. When a client manager picks up the phone, I want them to see the open queries, the pay date and what was said last time. Fees are useful but second.
- Callie BrennanGood, then queries and the CRM go first, calls next, fees last. Euan, where do the payroll deadlines live today?
- Euan DrummondMm. That's the awkward bit. Some are in the payroll system itself, some are in a spreadsheet the client managers keep. I wouldn't want to promise the spreadsheet is tidy.
- Lorna CairnsIt isn't tidy. I'll say that now.
- Callie BrennanThat's honest, and very normal. What I'd suggest is we start with the payroll system's schedule as the source of truth, and treat the spreadsheet as a later job. I'd rather not guess at a mapping I haven't checked.
- Euan DrummondThat works for me. Fewer moving parts.
- Callie BrennanRight. So, what I need from your side is written access for each connector. A service account for the CRM, an API user for the helpdesk, and read access to the call recorder. I don't start a connector until I have that in writing, it keeps everyone safe.
- Euan DrummondOkay. Do you want me to create new accounts, or can I reuse an existing one?
- Callie BrennanNew, please, with read-only permissions where the system lets you. Then if anyone ever asks what B-Viz touched, you can point at one account.
- Euan DrummondSensible. I can do the CRM one today. The helpdesk I need to ask a colleague in IT, because I'm not an admin there.
- Lorna CairnsI'll nudge them. Who in IT, Euan, the same person who did the last access request?
- Euan DrummondYes, the same one. They tend to answer quicker if it comes from you.
- Lorna CairnsFlattery. Fine. I'll do it after this.
- Callie BrennanLovely. Now, field mapping. The thing I most want to get right is the employer identifier, because it joins the queries, the calls and the fees. Do all your systems use the same reference for an employer?
- Euan DrummondNot exactly. The payroll system has its own client code. The CRM uses the company name, and I think a few of those have been typed slightly differently over the years.
- Callie BrennanThat's the classic one. What we can do is build a small lookup table, client code on one side, CRM name on the other, and I'll flag every employer that doesn't match on the first pass. You and Lorna's team then confirm the odd ones rather than me guessing.
- Lorna CairnsI like that. Client managers know their own employers, they'll spot a wrong one straight away. When's the first refresh, roughly?
- Callie BrennanBefore we switch on the refresh, I want the access in and the lookup agreed. If the credentials arrive by early next week, I'd aim to land a first refresh the week after. I'd rather say that and hit it than promise sooner.
- Lorna CairnsThat's fine. Not the Friday pay dates, please.
- Callie BrennanNever. I'll check your pay dates before I schedule anything.
- Euan DrummondOne question on users. We've got forty licences. Do those all need to exist before the first refresh?
- Callie BrennanNo, you're licensed for forty, but you only add people as you roll out. I'd start with you, Lorna and a couple of client managers, so we have real people testing it. You become the admin, Euan, so I'll walk you through that after the first refresh.
- Euan DrummondFine. Admin, great, I'll try not to break anything.
- Callie BrennanYou won't. And I'll leave a setup note, so if I'm not around you can see what was connected, why and how.
- Lorna CairnsThat's what I wanted to hear. Anything else from us?
- Callie BrennanJust the recap. Euan, CRM service account today, helpdesk via IT, and a list of the payroll system fields you'd like to see. Lorna, two or three client managers to pilot. Me, the lookup table draft and the setup note started. Does that sound right?
- Euan DrummondYes. I'll send the CRM details in writing, not over chat.
- Lorna CairnsAnd I'll pick the pilot managers tomorrow. Has the client been told? No, sorry, habit. Nothing for employers yet.
- Callie BrennanHa, right, nothing for employers at this stage. Good. Thanks both, speak soon.
- Lorna CairnsThanks, Callie. Bye for now.
- Euan DrummondCheers.
Callsmade from