Duddingston Payroll / BG-Demo – Onboarding
Callcompleted
Duddingston Payroll · 21 Mar 2025 09:15
First onboarding call on the Growth package. Duddingston agreed a first wave of three connectors, a small first user group and dates for credentials. Lorna's firm requirement is no data crossing between employers.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call on the Growth package. Duddingston agreed a first wave of three connectors, a small first user group and dates for credentials. Lorna's firm requirement is no data crossing between employers.
What happened: Callie Brennan walked Lorna Cairns and Euan Drummond through the order form, connectors, field mapping and first users. Callie confirmed Growth, forty licensed users and a contracted annual figure of £40k.
Customer view: Lorna wants client managers to see everything about an employer in one place. She called separation of employer data non-negotiable.
Commercial: Growth allows up to eight connectors. The first wave is payroll system, helpdesk and CRM, with the call recorder second. The other licences stay unused for now, so there is room to grow into the user limit.
Watch: The CRM credentials sit with a colleague in Duddingston's IT team and Euan is nervous about them. Euan also wants to run the admin side alone, so the setup note matters.
Themes
As at Fri 9 Oct 2026Theme
Onboarding kickoff, connectors, mapping
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 to ask his IT colleague for the CRM access today and send credentials in writing by next Friday.
- Callie to send the access note and mapping sheet that afternoon.
- Callie to run the first refresh and hold a mapping review with Lorna and Euan, then send invitations.
Risks
As at Fri 9 Oct 2026- The CRM credentials depend on a colleague in Duddingston's IT team, and Euan is nervous about the timing.
- Lorna will treat any employer data crossing over as a failure of the Growth package.
Opportunities
As at Fri 9 Oct 2026- Unused Growth licences and the second-wave call recorder connector leave room to deepen use.
- Euan's wish to run the admin side alone suggests a self-sufficient customer admin.
Transcript
Callie BrennanMorning, Lorna, morning Euan. Can you both hear me alright?
Lorna CairnsMorning, Callie. Aye, loud and clear.
Euan DrummondMorning. Yes, fine here. Sorry, my camera's being slow, give me a second.- Callie BrennanNo bother at all. Lovely, there you are. Right, so the plan for the next fifty minutes. First, a quick recap of what's in the order form. Second, the connectors and who holds the credentials. Third, how we map the payroll query fields. Fourth, who gets invited first. And then I want a date against every step before we finish.
- Lorna CairnsThat's grand. Can I just say, it's a busy week for us. We've got a couple of pay dates landing at the end of the month, so I'll keep an eye on my phone. If I go quiet, that's why.
- Callie BrennanUnderstood. Pay dates win, always. Euan, you're the one who'll live in this day to day, so shout whenever something doesn't sound right.
- Euan DrummondWill do. I'll be honest, I've read the order form but I'm still fuzzy on what actually gets built inside our Snowflake account and what stays with you.
- Callie BrennanGood question, and it's the right one to start on. Everything is built and run inside your own Snowflake account. We don't copy your data out to somewhere of ours. What I need from your side is an account and a role we can work in, and then I set up the connectors into it.
- Euan DrummondRight. So we create the role, you don't.
- Callie BrennanExactly. You create it, you scope it, and I never start a connector without access in writing. That's my rule, it saves everyone a headache later.
- Lorna CairnsAnd that's the Growth package, yes? Because Priya said the point was that my client managers see everything about an employer in one place.
- Callie BrennanYes, Growth, forty licensed users, and the contracted annual figure is £39,600. The idea is exactly what you say. A client manager opens one employer and sees the payroll queries, the deadlines, the calls and the fees together, instead of going round four systems.
- Lorna CairnsThat's the bit I want right first time. Has the client been told, what's their pay date, what did we say to them last. If a manager can answer those without a hunt, I'm happy.
- Callie BrennanThat maps cleanly onto what we'll do. So let's talk sources. Growth gives you up to eight connectors. I'd suggest we don't use them all on day one. Which systems hold the most painful information today?
- Euan DrummondThe payroll system itself is the big one, that's pay dates and employer set-up. Then the helpdesk for queries. Then the CRM, which is where the client managers log fees and contact details. And the call recorder, though that's less urgent.
- Callie BrennanPerfect, that's four, and a sensible first wave. Let's say payroll system, helpdesk, CRM first, and the call recorder as a second wave once the first refresh has landed. Lorna, does that order suit you?
- Lorna CairnsAye. Queries and pay dates matter most. Calls can wait a few weeks.
- Callie BrennanGood. Euan, for each of those I need read access credentials, in writing, before we switch on the refresh. Who owns each one?
- Euan DrummondI own the payroll system and the helpdesk admin. The CRM is held by a colleague in our IT team, so I'll need to ask them. I'd say they could do it this week.
- Callie BrennanGreat. Could you ask them today, and I'll send you a short note describing exactly what access is needed, so they're not guessing?
- Euan DrummondYes please. That would help, they'll want it in plain terms.
- Callie BrennanOkay, I'm sharing my screen now. This is the mapping sheet I use. Left column is the field as it appears in your source, middle is what it becomes in the brain, right is who confirms it. Let's take the payroll system first. Employer name, employer reference, pay frequency, next pay date.
- Lorna CairnsPay frequency has a few flavours with us. Weekly, fortnightly, four-weekly, monthly. Make sure they don't get flattened into one.
- Callie BrennanNoted, I'll keep them as they are. Euan, is that a clean list field in the source, or free text?
- Euan DrummondMostly a clean list. There might be a few old employers where someone typed something odd. I can pull those out for you.
- Callie BrennanThat would be brilliant. I'd rather see the odd ones now than find them after the refresh. I won't say a mapping is fine until I've checked it against a real sample.
- Callie BrennanRight, helpdesk now. Ticket subject, category, employer, created time, resolved time, and the owner. Anything else a client manager would want on the page?
- Lorna CairnsWhether the query was about a deadline. Our team tags those. If a deadline query sits open, I want it to stand out.
- Euan DrummondThat's a tag, not a category. I can send you the exact tag names.
- Callie BrennanYes please, send those over and I'll map them across. We've only got a couple of tickets going through at the moment, so it's a good time to get this right before volume picks up.
- Lorna CairnsCan I ask about data between employers? I can never have one employer's information showing up for another. That's not negotiable for me.
- Callie BrennanUnderstood, and that's why the employer reference is the key field in every mapping. Every record carries it, and we'll test that with a few employers before anyone is invited. I'll show you the test, not just tell you it passed.
- Lorna CairnsGood. That's what I wanted to hear.
- Callie BrennanNow the CRM. Organisation, account manager, fee schedule, contact. Euan, I suspect fees are the tricky one.
- Euan DrummondThey are. Some are on the organisation, some are in notes. I'd say let's map the structured ones now and look at the notes later.
- Callie BrennanSensible. Structured fields first, notes as a later pass. I'll write that down so nobody thinks it was forgotten.
- Callie BrennanOkay, invitations. We start with a small group so problems are small. Lorna, who would you pick?
- Lorna CairnsThree client managers who are good with change, and me. Then Euan as admin. Once they're happy, the rest follow.
- Euan DrummondAgreed. I'd rather the first lot tell us what's confusing than have everyone confused at once.
- Callie BrennanThat's exactly how I'd do it. So we leave the other licences unused for now, and open them in waves.
- Lorna CairnsSorry, I'm going to have to step off in a few minutes, there's a pay date query I need to look at.
- Callie BrennanOf course. Let me do the dates now so you've got them. Credentials in writing from Euan by next Friday. First refresh once those are in. Mapping review with you both straight after. Then invitations.
- Euan DrummondThat's doable. The CRM one is the only one I'm slightly nervous about.
- Callie BrennanThen ask your colleague today and tell me by Monday if it looks tight, and we'll shuffle the order. Nothing breaks if the CRM goes second.
- Lorna CairnsRight, I'll leave you to it. Thanks, Callie. Euan, shout if you need me.
- Callie BrennanThanks, Lorna, speak soon.
- Euan DrummondCallie, one last thing. When this is running, how much of the admin side can I do alone? I don't want to ring you every time a connector needs a nudge.
- Callie BrennanThat's the goal. I want you able to run it without me. I'll leave a setup note covering each connector, each mapping and what to check if a refresh looks stale. We'll walk through it together before I hand over.
- Euan DrummondBrilliant. That's what I needed.
- Callie BrennanRight, I'll send the access note and the mapping sheet this afternoon. Thanks, Euan, that was really useful. Thanks, Callie, signing off.
Callsmade from