Duddingston Payroll / BG-Demo – Onboarding
Callcompleted
Duddingston Payroll · 3 Mar 2025 15:00
CRM and helpdesk connectors are live and the first refresh landed, but pay dates showed processing dates, not pay dates. Pilot users stay off until the fix is confirmed.
What was said
What this says
As at Fri 9 Oct 2026CRM and helpdesk connectors are live and the first refresh landed, but pay dates showed processing dates, not pay dates. Pilot users stay off until the fix is confirmed.
What happened: Callie Brennan showed the first refresh. Most employers matched, and the unmatched ones sit on a separate tab for Euan Drummond and a client manager to confirm.
Customer view: Lorna Cairns liked seeing the pay date next to each query. Euan spotted dates a day out, and Lorna asked that nobody be let in until they are right.
Commercial: Usage is still just Lorna and Euan, with forty licences available. Three pilot managers are chosen, and Euan will add them as admin.
Watch: The call recorder connector has not started because written access is still with IT. A wrong pay date given to an employer would damage trust early.
Themes
As at Fri 9 Oct 2026Theme
First refresh, pay date error
Importance
neutral
Sentiment
mixed
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 pay date field name in writing and clears the mismatch tab.
- Callie remaps the dates, refreshes and checks them with Euan before the pilot session.
- Lorna confirms the three pilot names to Euan.
Risks
As at Fri 9 Oct 2026- Pay dates were mapped from the processing date, so a wrong date could reach employers if pilot users start too soon.
- The call recorder connector is blocked until IT provides written access.
- Unmatched employer names need manual confirmation before they can be used.
Opportunities
As at Fri 9 Oct 2026- A pilot with three client managers could widen use across the forty licences.
- Showing the pay date beside each query meets Lorna's stated need.
Transcript
Callie BrennanHello both. Sorry, I'm a minute early, I was hoping to catch you before the rush. Can you hear me?
Euan DrummondYes, hello. Afternoon. Lorna's just coming, she's finishing a call with a client manager.- Callie BrennanNo bother. How's the week been? Quieter after the Friday pay dates?
- Euan DrummondQuieter, yes. Monday is always catch-up. Ah, here she is.
Lorna CairnsSorry, sorry. Good afternoon. Right, this week's deadlines are all later in the week, so I'm all yours.- Callie BrennanPerfect. Plan for the next forty-seven minutes. One, where the first refresh has got to. Two, the employer lookup and the mismatches. Three, getting your pilot managers in. Four, what's left before I hand over. Okay?
- Lorna CairnsOkay.
- Callie BrennanSo, the good news is the CRM and the helpdesk connectors are both live and the first refresh landed. I'll share my screen. Can you see the employer list?
- Euan DrummondI can. That's a lot of employers.
- Callie BrennanIt is. And most of them matched on the first pass. A small number didn't, because the CRM name and the payroll client code don't line up. I've put those on a separate tab, with my best guess next to each, but I haven't applied any of them.
- Lorna CairnsWhy not apply the guess?
- Callie BrennanBecause a wrong match would put one employer's queries on another's page. You said that can never happen, and I agree. So a person who knows the employers confirms each one.
- Lorna CairnsGood. Yes. Let's get it right first time. Euan, can you and one of the client managers go through that tab?
- Euan DrummondI can, yeah. Is it a long job?
- Callie BrennanAn hour or so, I'd say, mostly spelling and the odd merged company. I'll leave the tab shared and mark which ones are my least sure.
- Euan DrummondFine. I'll do it tomorrow morning.
- Callie BrennanBrilliant. Now let me show you what a client manager sees. I'll pick an employer. Here, the open queries at the top, with the pay date next to each, then the recent calls underneath, and fees at the bottom once that connector is on.
- Lorna CairnsOh, that's what I was after. The pay date sitting next to the query. When's their pay date, is the question I get asked all day.
- Callie BrennanExactly. That's coming from the payroll system schedule we agreed to use, not the spreadsheet.
- Euan DrummondMm. Can I check something? Some of those dates look a day out to me. Is that a mapping thing?
- Callie BrennanGood catch, let me look. Which employer?
- Euan DrummondThe second one on the list. Their pay date should fall on the last working day of the month, and it's showing the day before.
- Callie BrennanRight. So the source field is the date the payroll is processed, not the date employees are paid. I assumed the second. I'm glad you spotted it, I shouldn't have assumed. Is there a separate pay date field in the payroll system?
- Euan DrummondThere is. I'll send you the field name in writing after this.
- Callie BrennanThank you. I'll remap and refresh again before anyone sees it. Nobody uses these dates until that's fixed.
- Lorna CairnsPlease don't let anyone in until it's right. If a client manager tells an employer the wrong date, that's a problem for us, not just for you.
- Callie BrennanUnderstood completely. Pilot users stay switched off until the date is confirmed. Which leads me to the pilot. Lorna, have you picked your managers?
- Lorna CairnsI have. Three of them, a mix. One who loves new tools, one who doesn't, and one who looks after the big accounts. If it works for the middle one, it works for everybody.
- Callie BrennanThat's a smart mix. At the moment the usage is just you two, which is as expected before we invite anyone. We're licensed for forty, so there's plenty of room to widen it once the pilot is happy.
- Euan DrummondShould I add them or you?
- Callie BrennanYou, with me watching. You'll be the admin, so I'd like you to do it once while I'm on the line. I'll book a short session after the date fix.
- Euan DrummondOkay, that suits me.
- Lorna CairnsWhat about the call recorder? I thought that was next.
- Callie BrennanIt is, but I haven't had the written access yet. I won't start it until I do. Euan, is that still with IT?
- Euan DrummondIt's with them. I'll chase this afternoon.
- Lorna CairnsAnd I'll chase them too. Twice is rude, but needed.
- Callie BrennanHa. Right, let me recap. Euan: send me the pay date field name, clear the mismatch tab tomorrow, chase IT. Lorna: confirm the three pilot names to Euan. Me: remap the dates, refresh again, check them with Euan, then the pilot session, and keep the setup note up to date. Does that match what you heard?
- Lorna CairnsIt does.
- Euan DrummondYes. All good.
- Callie BrennanLovely. Thanks both, speak soon.
- Lorna CairnsThanks, Callie. Bye.
- Euan DrummondCheers, bye.
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