Eccup Software / BG-Demo – Kickoff
Callcompleted
Eccup Software · 14 May 2024 10:30
Kickoff on 14 May 2024 for the signed Growth order form. Holly Garside wants tickets, renewals and usage per provider in one place. Access, admin cover and a phased rollout were agreed.
What was said
What this says
As at Fri 9 Oct 2026Kickoff on 14 May 2024 for the signed Growth order form. Holly Garside wants tickets, renewals and usage per provider in one place. Access, admin cover and a phased rollout were agreed.
What happened: Callie Brennan confirmed Growth at £42k annual value with forty licensed users. Holly set the goal: renewals first, then tickets read against usage.
Customer view: Dale Pickles wants a dedicated Snowflake database and role, and service accounts rather than personal logins. Holly will keep asking what the usage says.
Commercial: Dale asked about single sign-on, which is Enterprise only. Marcus Bell said it could be discussed at renewal. Accounting data is a second phase.
Watch: Oliver Rushworth is the only admin. Holly agreed to be second admin for now, though she said it might move later.
Themes
As at Fri 9 Oct 2026Theme
Growth kickoff and onboarding
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Dale Pickles to set up the Snowflake database and role by Friday, and Callie Brennan to send the permissions list that afternoon.
- Oliver Rushworth to send the provider name sample and usage access by the end of that week.
- Marcus Bell to send the phased rollout plan after the call and regular usage notes once live.
Risks
As at Fri 9 Oct 2026- Oliver is the only admin until a second admin is named, and Holly said that choice might change.
- Provider names in the usage data do not always match the CRM, so the mapping could delay a clean first load.
- Dale's access approval depends on seeing the permissions list, and nothing starts without written access.
Opportunities
As at Fri 9 Oct 2026- Single sign-on interest from Dale could feed an Enterprise discussion at renewal.
- Adding accounting data as a second phase would deepen use beyond CRM, helpdesk and usage.
- Rolling out from customer success to support and account management could use more of the forty licensed users.
Transcript
Callie BrennanMorning, everyone. Can you all hear me? Lovely. Here's the plan for the next hour. First introductions, then what's been signed, then connectors and access, then who owns what, then dates. If we run over on any of it, we park it and pick it up in writing.
Holly GarsideMorning, Callie. Sounds good. I've got Oliver with me, he'll be your day to day admin, and Dale from IT.
Dale PicklesMorning. Dale, Head of IT. I'm here mostly for the access and security side, so I'll go quiet for a bit if that's all right.
Marcus BellMorning all. Marcus here, I'm your customer success manager. I'm in Manchester, so if you hear a train, that's me. Once Callie has you live, I'm the person you'll hear from on adoption.
Oliver RushworthHi. Oliver. I look after the customer success data and reporting, so a lot of this will land with me.- Callie BrennanPerfect, that's exactly who I wanted on the call. So, what's signed. You're on Growth, the order form came through last week, annual value £41,800, and forty licensed users. Holly, I want to check the goal in your own words, so we map the right things first.
- Holly GarsideYes. I had this at my last place, so I know what I want. Our customers are care providers. I want customer success to see tickets, renewals and product usage per provider, in one place, without three spreadsheets. Start with the renewals, then tickets read against usage.
- Callie BrennanThat maps cleanly. So the sources we need are your CRM for the accounts and renewals, the helpdesk for tickets, and the product usage data. Is the usage already in a warehouse, or do we need to pull it from somewhere?
- Oliver RushworthUsage is exported nightly from the product into a database table. I can point you at it. It's a bit messy, though. The provider names aren't always the same as the CRM.
- Callie BrennanThat's very common, and it's the first thing I'll check, because I'm not going to tell you it's fine until I've seen the mapping. What I need from your side is a sample of about a dozen providers with the name as it appears in each system. Oliver, can you do that?
- Oliver RushworthYes, I can pull that together. By the end of this week?
- Callie BrennanBrilliant. Dale, can I bring you in? B-Viz runs inside your own Snowflake account, so the first thing is that we have a place to build it.
- Dale PicklesRight. We do have a Snowflake account but it's not heavily used. I'd want a separate database and a dedicated role for you, nothing wider than that. Is that how it normally works?
- Callie BrennanExactly how it works. A dedicated database, a dedicated role, and you keep control of the grants. I'll send you a setup note with the permissions listed, so you can see precisely what we're asking for. And I never start a connector without written access, so nothing moves until you've confirmed.
- Dale PicklesGood. That's what I'd want. And credentials for the CRM and the helpdesk, who holds those?
- Holly GarsideThose sit with Oliver and me. Dale, you'll just need to approve the service accounts.
- Dale PicklesFine. I'd rather they were service accounts than anyone's personal login. Less to unpick if someone moves on.
- Callie BrennanCompletely agree, that's best practice and it keeps the refresh running when people change roles. So, before we switch on the refresh, I'd like all the credentials in place. Let me share my screen and show you the checklist.
- Callie BrennanCan you see that? Four steps. One, the Snowflake database and role. Two, service accounts for the CRM and the helpdesk. Three, the usage table access. Four, the name mapping sample. Each has an owner and a target date. Dale has the first, Holly and Oliver the second, Oliver the third and fourth.
- Holly GarsideCan we add the finance system later? Renewal dates and amounts are in the CRM at the moment, but the invoices are in the accounting system.
- Callie BrennanWe can. I'd rather land the first refresh with the CRM, helpdesk and usage, make sure it's clean, then add accounting as a second phase. Otherwise we risk too many moving parts.
- Holly GarsideThat's sensible. Let's start with the renewals.
- Marcus BellCan I add something from the adoption side? You've got forty licensed users, but I'd suggest starting with a smaller group. Holly's team, and maybe a couple of people from support. Get them asking real questions before we roll it wider.
- Holly GarsideYes, that suits me. Customer success first, then support, then maybe account management.
- Marcus BellI've pulled a rough plan for that. I'll send it after the call. Happy to jump on a call with the group once they're in, show them how to ask a good question.
- Oliver RushworthWho's the admin if I'm off? Because at the moment it's only me.
- Callie BrennanGood point, and I'd like a second admin by the end of the onboarding. Never hand over without a setup note, and I'd like someone else to be able to read it. Holly, who would you suggest?
- Holly GarsideMe, for now. It might move later.
- Callie BrennanFine. Two admins, Oliver and Holly. I'll write that down.
- Dale PicklesOne question on single sign-on. Will our people log in with their normal accounts?
- Marcus BellOn Growth, they log in with their own credentials. Single sign-on is an Enterprise feature, so I won't promise it. If it matters to you later, we can talk about it as part of a renewal conversation.
- Dale PicklesUnderstood. Just checking.
- Callie BrennanRight. Dates. Dale, the database and role by Friday. Holly and Oliver, service accounts by the middle of next week. Oliver, the usage access and the name sample by the end of this week. Then I run the first load the week after, and we review it together.
- Holly GarsideThat works. And what does the first review look like?
- Callie BrennanA short call, about half an hour. We look at a handful of providers end to end, tickets, renewal and usage, and you tell me if it matches what you know. If it doesn't, we fix the mapping before anyone else sees it.
- Holly GarsideGood. What does the usage say, is the question I'll be asking all the time.
- Marcus BellThat's the right question. Once it's live, I'll check in on who's asking what, and I'll send you a short usage note regularly.
- Callie BrennanAnything else before we close? Anything I've missed?
- Oliver RushworthNo, I think I'm clear. I'll send the sample over.
- Dale PicklesI'm happy once I've seen the permissions list.
- Callie BrennanThat comes this afternoon. Thanks, everyone, speak soon.
- Holly GarsideThanks, all. Speak soon.
- Marcus BellThanks, bye.
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