Duddingston Payroll / BG-Demo – Onboarding
Callcompleted
Duddingston Payroll · 27 Mar 2025 14:15
Second onboarding call. The first refresh landed on all three first-wave connectors, the employer separation test passed, and Lorna was pleased with the employer page. A few unmapped pay frequency values remain.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call. The first refresh landed on all three first-wave connectors, the employer separation test passed, and Lorna was pleased with the employer page. A few unmapped pay frequency values remain.
What happened: The payroll system, helpdesk and CRM (structured fields only) loaded on the first run. A handful of employers had odd pay frequency values, flagged as unmapped and not lost.
Customer view: Lorna liked the employer page and the deadline tag, and valued that Callie Brennan ran the separation test. Lorna ended with thanks for making it easy.
Commercial: Euan Drummond asked about unused licences because finance had asked him. Callie confirmed no cost change and that the annual figure stays at £40k per the order form.
Watch: The call recorder admin is a different person again, so access may be slow. CRM notes are still unmapped.
Themes
As at Fri 9 Oct 2026Theme
First refresh, user 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- Euan to return the corrected pay frequency values by the next day.
- Lorna to send the user names to Euan today or tomorrow.
- Callie to send the test results, call recorder access note and draft setup note by early next week.
Risks
As at Fri 9 Oct 2026- A handful of employers have unmapped pay frequency values until Euan confirms them.
- The call recorder connector depends on another admin who is hard to reach.
Opportunities
As at Fri 9 Oct 2026- Forty licences are available and only the first group is invited, so wider rollout can follow in waves.
- Lorna's request for a plain guide for client managers could support adoption across her team.
Transcript
Callie BrennanAfternoon, both. Can you hear me? I've just rejoined, my headset dropped.
Euan DrummondAfternoon, Callie. Yes, we can hear you fine.
Lorna CairnsAfternoon. Sorry, I'm on the move, I've just come out of a call with an employer. Let me find a quiet corner.- Callie BrennanNo rush. While you do that, here's the plan for the next forty minutes. First, how the first refresh went. Second, the mapping checks I've run. Third, the first group of users. Fourth, what's left on the setup note. Dates against each one at the end.
- Lorna CairnsRight, I'm in. Pay dates all covered for the week, so I've got you for the whole time. How did the refresh go?
- Callie BrennanIt landed. The payroll system and the helpdesk both came through on the first run. The CRM came through too, though only the structured fields, as we agreed. Euan, thank you for getting those credentials over so quickly.
- Euan DrummondMy colleague in IT was quicker than I expected. I think they liked having it spelled out.
- Callie BrennanThat note was worth writing, then. Now, before I show you anything, I'll tell you where it wasn't perfect. A handful of employers had an odd pay frequency value, the ones you warned me about, Euan.
- Euan DrummondRight, the typed ones. Did they drop out?
- Callie BrennanNo, they came through but flagged as unmapped, so nothing was lost or guessed. If you can confirm what they should be, I'll fix them in one go.
- Euan DrummondI can do that. Send me the list and I'll have it back to you by tomorrow.
- Callie BrennanLovely. I'm sharing my screen now. This is an employer page. You can see the pay frequency, the next pay date, the open queries, and the fee details from the CRM, all in one view.
- Lorna CairnsOh, that's good. Can you open one where there's a deadline query?
- Callie BrennanYes, this one. See the tag? That's the deadline tag Euan sent across, and it sits at the top of the page.
- Lorna CairnsPerfect. That's what I wanted. A manager sees that straight away and knows the client needs to hear from us first.
- Euan DrummondCan I check the separation between employers? Lorna was worried about that last time.
- Callie BrennanI was going to come to that, so thanks. I ran the test I promised. I picked several employers, searched from one employer's page, and checked nothing from another appeared. Every record carries the employer reference, and nothing crossed over. I'll send you the test results in writing so you have them.
- Lorna CairnsGood. That one matters most to me. Thank you for actually doing it.
- Callie BrennanNow the first users. Lorna, you said three client managers plus yourself. Have you got names?
- Lorna CairnsAye, I've picked them. I'll send Euan the names after this so he can set them up.
- Euan DrummondI'll create their accounts and send them the link. Should I tell them anything in particular?
- Callie BrennanKeep it simple. Tell them to open an employer they know well and check it against what they already know. If something looks wrong, they tell you, not me, and you note it down. That's the best test we've got.
- Lorna CairnsI'll say the same in my message. Has the client been told, is it right, what's their pay date. Those three questions.
- Callie BrennanThat's perfect, honestly. Use those three.
- Euan DrummondOn the licences. We've got forty. Do I need to do anything about the unused ones?
- Callie BrennanNo, they just sit there until you need them. When you're ready to open the next wave, you add people and that's it. There's no cost change, they're already in the contract.
- Euan DrummondGood, I wanted to be sure. Finance asked me.
- Callie BrennanYou can tell them nothing changes on the invoice. The annual figure stays at £39,600 as per the order form.
- Lorna CairnsWhat about the call recorder? You said that was second wave.
- Callie BrennanIt is, and I'd still hold off until your first users have had a couple of weeks. Otherwise there's too much new at once. But I can get the access note ready, so Euan can ask early.
- Euan DrummondYes please. The call recorder admin is a different person again, so it'll take a while to reach them.
- Callie BrennanUnderstood. I'll write it today, same format as before.
- Callie BrennanLast item, the setup note. I'm drafting it with a section per connector, the mapping for each field, and a short list of things to check if a refresh looks stale. I'll share the draft with Euan to read, and he tells me anything that isn't clear.
- Euan DrummondThat's great. I'll read it properly rather than skim it.
- Lorna CairnsAnd I'd like a page for the client managers. Not technical. Just what they can ask and what they should expect to see.
- Callie BrennanGood idea. I'll do a one-page guide in plain words and you can change the tone to suit your team. You know them better than I do.
- Callie BrennanRight, dates. Euan, the odd pay frequency values by tomorrow. Lorna, the user names to Euan today or tomorrow. Me, the test results, the call recorder access note and the draft setup note by early next week. Then we meet again once your users have had a few days with it.
- Lorna CairnsThat works for me. Thanks, Callie, you've made this easy.
- Euan DrummondAgreed. Thanks, Callie.
- Callie BrennanThanks both, that went well. Speak soon, cheers.
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