Eccup Software / BG-Demo – Onboarding
Callcompleted
Eccup Software · 22 May 2024 11:00
First onboarding call on 22 May 2024. Holly Garside wants a renewals view she can show her chief executive. Helpdesk token and the engineering usage extract are the open dependencies.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call on 22 May 2024. Holly Garside wants a renewals view she can show her chief executive. Helpdesk token and the engineering usage extract are the open dependencies.
What happened: Callie walked Oliver and Holly through connector order: CRM first, then helpdesk, then the usage feed. Oliver flagged messy care provider fields in the helpdesk.
Customer view: Holly's priority is renewals data, read as usage next to tickets. She said plainly she must be able to show her chief executive what this is worth.
Commercial: Growth tier with forty licensed users, though Oliver is effectively the only user so far. Rollout to the team waits for the first full refresh.
Watch: The usage extract depends on engineering outside the call. Value proof to the chief executive is the main risk to the first renewal.
Themes
As at Fri 9 Oct 2026Theme
Onboarding plan, renewals focus
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- Oliver to confirm the helpdesk token in writing and send the provider spellings and renewals spreadsheet.
- Holly to ask engineering about the nightly usage extract.
- Callie to send the one page description, connect the CRM and write the setup note.
Risks
As at Fri 9 Oct 2026- The nightly usage extract depends on Eccup's engineering team, which has not yet been asked.
- Holly will not commit to anything until she can show her chief executive the value.
- Only Oliver is using B-Viz, so adoption across the forty licensed users has not started.
Opportunities
As at Fri 9 Oct 2026- A renewals view built from CRM, tickets and usage could become the proof of value Holly needs.
- Growth tier leaves room for more connectors once the first three sources are live.
Transcript
Callie BrennanMorning, Oliver. Can you hear me all right? I've got the recording banner on, so that's just the notes running.
Oliver RushworthMorning Callie, yeah, loud and clear. Holly's just finishing something, she said to start without her.- Callie BrennanNo problem. Let me give you the plan for the next hour, or just under. First, I'll go through what I've got in writing for access. Second, the order we connect things in. Third, what I need from your side before we switch on the refresh. Then we agree dates and who owns what.
- Oliver RushworthSounds good. Honestly I'm slightly nervous about the helpdesk bit, it's the messiest of our systems.
- Callie BrennanEveryone says that about the helpdesk, and it usually maps more cleanly than people expect. Tell me why it's messy.
- Oliver RushworthMostly the custom fields. We've got a field for care provider, but half the older tickets have it typed in free text, so the same provider appears three different ways.
- Callie BrennanRight, okay. That's useful. So the thing to know is that I won't guess at that mapping. I'll pull a sample, we look at the variants together, and you tell me which spellings belong to which provider. Then I lock it in.
- Oliver RushworthI can do that. I can probably give you a list by Friday.
Holly GarsideSorry, sorry, I'm here. Back to back this morning. Hi both.- Callie BrennanHi Holly, no worries. We've just started. I was walking Oliver through the plan. Do you want the short version?
- Holly GarsideYes please. And let's start with the renewals, because that's the bit I actually care about. Which data do we need for that?
- Callie BrennanGood, that's the right way round. For renewals we need the CRM, because that holds your contract end dates and the owner on each account. Then the helpdesk for tickets, and the product usage feed so we can see activity per provider. Three sources to begin with. Growth gives you room for more later, so we won't fill the slots on day one.
- Holly GarsideThat's what I want. What does the usage say, per provider, next to what the tickets say. I had this at my last place, you can't read one without the other.
- Callie BrennanExactly. That's the whole point of putting them in one layer. Now, access. Oliver, you sent me the CRM details last week, yes?
- Oliver RushworthI sent the CRM read-only user, yes. The helpdesk one I haven't done, I was waiting to check who should own the token.
- Callie BrennanThat's fine, and I'd rather wait than rush it. I never start a connector without written access, so what I need from your side is an email confirming the helpdesk token, who created it and that it's read-only. Can you do that this week?
- Oliver RushworthYes. I'll create it myself so it's under my name, and then I'm the one who rotates it.
- Holly GarsideMake sure it's documented somewhere other than your head, Oliver.
- Oliver RushworthHa, fair. I'll put it in the setup note.
- Callie BrennanWhich is my job, actually. I write the setup note as we go, and you'll get it at handover so you can run things without me. Now the usage feed. Is that coming from a warehouse table or from the application directly?
- Oliver RushworthApplication database, but our engineering team exports a nightly extract. I haven't asked them yet about getting it into your Snowflake account.
- Callie BrennanOkay. So that's the one with the longest lead time, because it depends on someone outside this call. Holly, can you nudge engineering, or would you rather Oliver did?
- Holly GarsideI'll do it. I'll ask their lead today and copy Oliver. What exactly do they need to deliver?
- Callie BrennanA nightly file or table with the provider identifier, the user, a timestamp and the action. That's all. I'll send a one page description so they don't have to interpret it.
- Holly GarsidePerfect. Send it to both of us.
- Callie BrennanWill do. Right, the order. CRM first, since the access is already here. I can connect that this week, check the account and contract fields, and look at the first load before anything else goes on.
- Oliver RushworthDo we get to see it before the refresh goes nightly?
- Callie BrennanYes, that's the idea. Before we switch on the refresh I run it once by hand, we look at record counts together, and I won't call it done until the contract end dates match what you see in the CRM. Say, a dozen accounts we check by eye.
- Holly GarsideI'd pick the ones up for renewal soonest. Those are the ones I'll be asked about first.
- Callie BrennanLovely, then we use those. Oliver, can you send me which accounts they are, or should Holly?
- Oliver RushworthI'll do it, I can filter in the CRM. Is a spreadsheet fine?
- Callie BrennanA spreadsheet is perfect.
- Holly GarsideCan I ask about users? We've bought forty, and at the moment I think it's basically just Oliver logging in.
- Callie BrennanThat's normal at this stage, honestly. You've got forty licensed users, and nobody should be invited until there's data worth asking about. I'd rather your team's first experience is a good answer than an empty page.
- Holly GarsideAgreed. I don't want my account managers trying it, getting nothing and never coming back.
- Callie BrennanRight. So a rollout to your team after the first full refresh, and we do a short training. I can plan that with you next week.
- Oliver RushworthThere was one ticket I raised, by the way. Just a question about the login. Someone answered, it's sorted.
- Callie BrennanYes, I saw it, good. Nothing else outstanding on my side.
- Holly GarsideOne thing I should say plainly. I need to be able to show my chief executive what this is worth. I won't promise anything to anyone until we can show it.
- Callie BrennanThat's fair, and it's the right instinct. What I can do is make sure the first thing you see is a renewals view that you can put in front of them. Then it's your numbers, not mine.
- Holly GarsideThat's all I ask.
- Callie BrennanLet me recap, because there are a few moving parts. Oliver: helpdesk token with a written confirmation, the list of provider spellings, and the spreadsheet of soonest renewals. Holly: engineering and the nightly usage extract. Me: the one page description for engineering, the CRM connection and the first manual load, and the setup note.
- Oliver RushworthThat matches my notes. When do we speak next?
- Callie BrennanNext Wednesday, same time, if that works. I'd like to have the CRM loaded and have a first look at the helpdesk by then.
- Holly GarsideWorks for me. I'll have an answer from engineering by then, even if it's a no.
- Oliver RushworthFine by me too.
- Callie BrennanBrilliant. Thanks both, speak next week. Thanks, Callie.
- Holly GarsideThanks Callie, bye.
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