Eccup Software / BG-Demo – Onboarding
Callcompleted
Eccup Software · 29 May 2024 09:45
Second onboarding call on 29 May 2024. CRM contract end dates matched and the helpdesk loaded. The usage feed is about a week late, so team rollout waits. Eccup has one admin.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call on 29 May 2024. CRM contract end dates matched and the helpdesk loaded. The usage feed is about a week late, so team rollout waits. Eccup has one admin.
What happened: Callie showed the CRM load, and the soonest renewal end dates matched Oliver's spreadsheet. The helpdesk first load was in, and Oliver settled which care provider spellings to merge.
Customer view: Holly wants her team in before the end of next month but would rather wait than lose their faith. She repeated that she will not commit to anything extra without her chief executive.
Commercial: Callie said nothing proposed changes the order form. Oliver is the only admin, and Holly will think about a second.
Watch: Engineering needs perhaps another week for the extract, so tickets and usage cannot yet be read side by side. The CRM owner field looks wrong on one account.
Themes
As at Fri 9 Oct 2026Theme
CRM verified, usage feed pending
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- Holly to confirm a second admin and keep nudging engineering.
- Oliver to finish the unmatched provider list and check the engineering sample file.
- Callie to update the grouping, send the setup note draft and plan both training sessions.
Risks
As at Fri 9 Oct 2026- The usage extract is about a week late, delaying the tickets and usage view Holly wants.
- Oliver is the only admin, so a departure or absence would leave no one to fix a connector.
- A CRM account owner looks wrong at source, which could undermine renewal routing.
Opportunities
As at Fri 9 Oct 2026- Asking which accounts have no active owner is a good first question to show value to the team.
- Two training sessions, one for account managers and one for admins, can build adoption across the forty licensed users.
Transcript
Callie BrennanMorning both. Oliver, you're on mute, I think. There we go.
Oliver RushworthMorning. Sorry, headset trouble. Is that better?- Callie BrennanMuch better. Holly, hello, are you with us?
Holly GarsideHere, yes. Good morning. Early start, I've already been through the renewals list twice. Habit.- Callie BrennanHa, I'd expect nothing less. So, the plan for the hour. First I'll show you where the CRM load has got to. Second, the helpdesk, which landed this week. Third, the usage feed, and where we are with engineering. Then the rollout to your team and the handover. Okay?
- Holly GarsideOkay. Start with the renewals, please.
- Callie BrennanOf course. I'll share my screen. Can you see it?
- Oliver RushworthYes, I can see a table.
- Callie BrennanThis is the account table from your CRM, loaded by hand last week, and I've now run the refresh overnight too. Oliver, I checked the soonest renewals from your spreadsheet against this. The contract end dates all match what you listed. That maps cleanly.
- Oliver RushworthGreat. I looked at it yesterday evening and I found nothing odd either. One account owner looks wrong, but I think that's wrong in the CRM itself.
- Callie BrennanThen that's your CRM and not our load, and it's worth tidying at source. B-Viz will only be as right as the system it reads.
- Holly GarsideI had exactly this at my last place. A person left, the owner field never got updated, and renewals went to nobody.
- Callie BrennanIt's the classic. Once the data's in one place you can ask which accounts have no active owner, which is a good first question for your team.
- Holly GarsideYes. Put that on the list.
- Callie BrennanNow the helpdesk. Oliver sent the confirmation about the token, so I connected it on Monday. First load is in. The care provider field is the bit we talked about. I've grouped the variants, and I've left a few as unmatched because I wasn't sure. Can we go through them?
- Oliver RushworthYes please, that's what I was hoping for.
- Callie BrennanHere's the first. A provider written with the town name in brackets. I think that's the same as this one without it, but I'd rather you tell me.
- Oliver RushworthYeah, the same. They're a single group with several homes. Merge those.
- Callie BrennanMerged. Next. This one has a trailing abbreviation.
- Oliver RushworthMm. That one's actually a different provider. Similar name, different company. Keep them apart.
- Callie BrennanGood thing I asked. That's exactly why I don't merge on a hunch. Kept apart.
- Holly GarsideSo when this is finished, can I see tickets and usage for one provider side by side?
- Callie BrennanThat's the goal, but the usage side isn't there yet. Which leads to the next item. Holly, did you hear from engineering?
- Holly GarsideI did. They said yes, they can send the nightly extract, but they want to do it properly rather than quickly. So perhaps another week.
- Callie BrennanThat's fine, a week is fine. I'd rather get a clean extract. Did they say what format?
- Holly GarsideA file drop, I think. Oliver, they copied you?
- Oliver RushworthThey did. I'll make sure the file has the provider identifier in it. I'll check their sample before they switch it on.
- Callie BrennanPlease do, and forward me the sample. Before we switch on the refresh for that source I want to see a real file.
- Holly GarsideRight, the rollout. When do my team get access?
- Callie BrennanMy suggestion is to wait until the usage feed is in, so their first questions get a full answer. In the meantime Oliver can ask a handful of test questions with me, and we choose the ones that go into the training. Does that suit?
- Holly GarsideIt does. I'd rather wait a week than have people lose faith. But I want them in before the end of next month if possible.
- Callie BrennanThat looks very achievable. You've got the forty licensed users, so no limit worry. I'll plan a short session for the account managers, and a separate one for you and Oliver on the admin side.
- Oliver RushworthOn the admin side, I'm the only admin at the moment. Should there be a second?
- Callie BrennanI'd recommend it. If you're away, or move on one day, you don't want nobody able to fix a connector. Holly, would you take it, or someone else on your side?
- Holly GarsideI'll think. Probably one of the team leads who's good with systems. I'll come back to you.
- Callie BrennanLovely, there's no rush.
- Holly GarsideOn the contract side, nothing has changed on our end, I just want to be clear I'm not committing to anything extra without my chief executive.
- Callie BrennanUnderstood, and nothing I'm proposing today changes the order form. It's all within what you've bought.
- Holly GarsideGood.
- Callie BrennanLet me recap. Oliver: finish the provider list for the unmatched ones, and check the engineering sample. Holly: confirm the second admin, and keep nudging engineering. Me: update the grouping, send you the setup note draft, and plan the two training sessions for after the usage feed lands.
- Oliver RushworthAll noted. Same time next Wednesday?
- Callie BrennanSame time works for me. If engineering move faster, shout and we can bring it forward.
- Holly GarsideWill do. Thanks Callie, this is going the right way.
- Callie BrennanCheers both. Thanks, Callie.
- Oliver RushworthBye.
Callsmade from