Duddingston Payroll / BG-Demo – Onboarding
Callcompleted
Duddingston Payroll · 14 Mar 2025 12:45
First refresh loaded all sources and Lorna liked the single employer page. One employer appears twice and is awaiting confirmation. Access limits worked as wanted. Invites go out in two waves before handover to the customer success manager.
What was said
What this says
As at Fri 9 Oct 2026First refresh loaded all sources and Lorna liked the single employer page. One employer appears twice and is awaiting confirmation. Access limits worked as wanted. Invites go out in two waves before handover to the customer success manager.
What happened: Callie Brennan showed what landed in the first refresh. The helpdesk, call recorder, shared mailbox, CRM and payroll export had all loaded, and the pay date came through.
Customer view: Lorna said "Oh, that's what I wanted." She confirmed that client managers see only their own employers, which was her main concern on the earlier call.
Commercial: Forty licensed users leave room for everyone, with invites in two waves. Daniel Okafor, the customer success manager, takes over adoption after Callie's walkthrough.
Watch: One employer appears under two codes, possibly one employer with two payrolls, and is unresolved. Callie warned that changing helpdesk fields or logins can break a connector, so the customer must tell BG-Demo first.
Themes
As at Fri 9 Oct 2026Theme
First refresh and rollout
Importance
praise
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- Lorna confirms the duplicate employer today and picks the first wave of client managers.
- Callie fixes the mapping, invites the first wave on Monday and runs the walkthrough.
- Euan reads the setup note before it goes to Daniel, due by the start of next week.
Risks
As at Fri 9 Oct 2026- One employer appears under two codes in the export and the mapping is on hold until Lorna confirms.
- A change to the helpdesk fields or login could break a connector if BG-Demo is not told first.
- Adoption depends on a clean handover from Callie to Daniel.
Opportunities
As at Fri 9 Oct 2026- A single employer page has won over Lorna, which supports adoption across client managers.
- Forty licensed users leave headroom for a wider rollout after the two waves.
Transcript
Callie BrennanHello both. Can you see me? I'm just waiting on my screen share to come up.
Lorna CairnsHello, Callie. Aye, we see you. Euan's just coming in.
Euan DrummondHere, sorry. I was finishing a sandwich at my desk.- Callie BrennanNo bother, it's that time of day. Right, the plan for this call. First, what landed in the first refresh. Second, anything in the mapping that doesn't look right to you. Third, who gets invited and when, and what I hand over in the setup note. Sound all right?
- Lorna CairnsSounds good. Before we start, the pay dates this week are done and dusted, so I've a clear head for once.
- Callie BrennanLovely. So, good news first. The helpdesk, the call recorder, the shared mailbox and the CRM have all loaded, and the export file from the payroll system arrived last night and was picked up this morning. Euan, thank you for getting the access in writing so quickly.
- Euan DrummondAye, the CRM took a bit of chasing but we got there.
- Callie BrennanLet me share what it looks like. Give me a moment.
- Callie BrennanThere we go. This is the employer page for one of your test employers. On the left, the details from the CRM. Then open queries from the helpdesk, recent calls, and the fee history. And at the top, the pay date, which did come through in the export, Euan, so well done on that.
- Lorna CairnsOh, that's what I wanted. Everything about one employer on one page. Can I click on a call?
- Callie BrennanYou can. It opens the summary and the transcript. Try it.
- Lorna CairnsRight, I see it. That's useful. The client manager wouldn't need to go hunting through three systems any more.
- Euan DrummondCan I raise something I've spotted? There's one employer showing twice.
- Callie BrennanYes, I saw that too and I was going to ask you. The same name appears under two internal codes in the export. Is that two separate employers, or one that's been set up twice?
- Euan DrummondOne employer, two payrolls, if I'm remembering rightly. They run a monthly one and a weekly one.
- Callie BrennanMm, I don't want to guess at that. If it's one employer with two payrolls, I'd map both codes to one employer page and show the two pay schedules. If it's a duplicate, I'd merge them. Can you confirm with whoever looks after them?
- Lorna CairnsThat'll be one of my client managers. I'll ask her this afternoon and tell you today. We'd want one page, with both pay dates.
- Callie BrennanBrilliant, that maps cleanly then. I'll hold off on that one until I hear from you.
- Euan DrummondWhile you've got it up, the records count at the bottom, is that everything from the helpdesk?
- Callie BrennanIt's everything so far. The first load is the history and then it tops up each night. By the start of each working day it should be complete, and I'll show you how to check that, because a count that stops moving for a few weeks is the early sign something has broken at the source.
- Euan DrummondGood to know. If we change something in the helpdesk, would that break it?
- Callie BrennanIt can. Renaming fields or changing the login is the usual cause. So tell us before you change a system, and put it in the setup note. That's the one thing I'd underline.
- Lorna CairnsNow, the invites. I've the list of client managers and their employers. I sent it on Wednesday, did it arrive?
- Callie BrennanIt did, and I've used it. Each client manager is set to see only their own employers. Let me show you the view as one of them, so you can check nobody sees anything they shouldn't.
- Callie BrennanSo this is the view as a client manager with a handful of employers. Only those appear in the list, and searching for any other employer finds nothing. Does that match what you wanted?
- Lorna CairnsAye, that's exactly it. One employer's data never shows up for another. Good.
- Callie BrennanYou've got forty licensed users, so there's plenty of room for everyone who needs a seat. What I'd suggest is two waves. A few client managers first, who'll tell us what's confusing, then the rest the week after.
- Lorna CairnsI like that. I'll pick the first few. People who'll be honest with me, not just polite.
- Euan DrummondAnd a short session for them? A walkthrough, so they know what to ask it?
- Callie BrennanYes, I can run that for the first wave. After that, Daniel Okafor, your customer success manager, picks up adoption with you. I'll introduce you by email today so it's not a stranger calling.
- Lorna CairnsGood. Has Daniel got the whole picture, so we're not repeating ourselves?
- Callie BrennanHe will. That's what the setup note is for. It lists each connector, who set up the access, how the mapping works, what's still open, like the duplicate employer, and who to call when something stops loading. You'll have it by the start of next week.
- Euan DrummondCan I see it before it goes to Daniel? I'm the one who'll be living with it.
- Callie BrennanOf course. You get it first, and I'd like you to be able to run this without me. That's the point of a handover.
- Callie BrennanSo, to say back what's next. Lorna, you confirm the duplicate employer today and pick the first wave of client managers. Euan, you read the setup note when it comes and tell me what's unclear. I fix the mapping once I hear back, and invite the first wave on Monday. Then the walkthrough, then the rest the week after.
- Lorna CairnsThat's clear. Thanks, Callie.
- Euan DrummondCheers. Enjoy your weekend.
- Callie BrennanYou too, both. Speak soon.
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