Eccup Software / BG-Demo – Onboarding
Callcompleted
Eccup Software · 5 Jun 2024 11:00
First onboarding call with Oliver Rushworth, the sole admin at Eccup Software. Helpdesk and CRM connectors are live, usage and finance are pending written access, and four blank renewal dates sit in the customer's CRM, not in B-Viz.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call with Oliver Rushworth, the sole admin at Eccup Software. Helpdesk and CRM connectors are live, usage and finance are pending written access, and four blank renewal dates sit in the customer's CRM, not in B-Viz.
What happened: Callie Brennan walked Oliver through the connector list. The helpdesk and CRM had done their first refresh. Usage and finance were waiting for written read-only access, which Callie requires before starting any connector.
Customer view: Oliver said the provider reviews are why they bought. He fixed provider tagging months ago, so ticket mapping was clean. He held back inviting colleagues until the data was right, because he does not want people to "see a blank, and never come back".
Commercial: Most questions asked so far are Oliver's own, and he is the only admin. The plan has forty licences, so there is headroom, but adoption depends on a small first group and on a second admin.
Watch: Holly Garside did not attend, though Oliver says renewals are what she cares about most. The finance connector has no named approver yet.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connectors and data
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Oliver sends the read-only usage account details by Friday.
- Oliver fixes the four blank renewal dates in the CRM and finds the finance contact by next week.
- Callie checks the renewals page after the refresh and sends the setup note draft.
Risks
As at Fri 9 Oct 2026- Oliver is the only admin and asks most of the questions, so adoption and knowledge sit with one person.
- The finance connector has no named approver at Eccup Software yet.
- Holly Garside, who cares most about renewals, did not attend.
Opportunities
As at Fri 9 Oct 2026- Forty licences are available and few are used, so a first group of account managers can build adoption.
- A clean renewals page would give Holly a weekly use for B-Viz.
Transcript
Callie BrennanHi Oliver, can you hear me alright?
Oliver RushworthYeah, loud and clear. Can you hear me? I've got a new headset and I don't trust it yet.- Callie BrennanPerfect, no echo at all. Good morning. How's the week going so far?
- Oliver RushworthBusy, to be honest. We've got a few provider reviews coming up, so everyone is asking me for numbers. Which is sort of why we bought this, so, you know.
- Callie BrennanHa, yes, that's the right kind of busy. Right, let me give you the plan for the next forty minutes, and then we can bend it if we need to. First, a quick look at where the connectors are. Second, what I need from your side is the access for anything not yet connected. Third, we go through how your provider data maps. And last, who owns what once I step back.
- Oliver RushworthThat sounds good. Holly said she'd try and join but she's tied up today, so it's just me. I'll take notes and pass it on.
- Callie BrennanThat's fine. You're the admin, so you're the person I most need on this one anyway. Let me share my screen. Can you see the connector list?
- Oliver RushworthYep. Two green, a couple of grey.
- Callie BrennanExactly. The two green ones are the helpdesk and the CRM, and both have done their first refresh. The grey ones are the usage data and the finance system. Before we switch on the refresh for those, I need written access for each. I don't start a connector on a verbal yes, sorry, it's just how I work.
- Oliver RushworthNo, that's fair. I'd want that too. For the finance one, I'll need to ask our finance team. I can do the read-only account for usage myself, I think.
- Callie BrennanLovely. Read-only is exactly what we want. Can you send me the details of the usage account by the end of the week, and I'll confirm back that it's landed?
- Oliver RushworthEnd of the week, yes. Should be fine.
- Callie BrennanMm, I'd like it a bit firmer than should be fine, if that's okay. Can you say Friday?
- Oliver RushworthHa, okay. Friday. I'll put it in the diary now.
- Callie BrennanBrilliant. Now, the helpdesk. Looking at what's come in, the indexing has picked up the tickets cleanly, and it maps cleanly to your provider names, which is often the messy bit. Did you do some tidying beforehand?
- Oliver RushworthA bit. We have a field on each ticket for the care provider, and I made everyone use it a few months back. Before that it was free text and it was a nightmare.
- Callie BrennanThat explains it. Free text would have given us about six spellings of every provider. So that's one for you. Now, I did see one ticket from you last week, about a field that looked empty.
- Oliver RushworthYeah, the renewal date on a handful of accounts. Turned out it was empty in our CRM, not in your layer. Embarrassing.
- Callie BrennanNot at all, it's the most common thing there is. The brain only shows what the source holds. But it's a good example of why I like to check the mapping with you, so we know which side the gap sits on.
- Oliver RushworthRight. Can we look at that now? I've got a list of the accounts.
- Callie BrennanAbsolutely. Give me a second, I'll pull up the renewal field. There. These four are blank. Are those the ones?
- Oliver RushworthThose, yeah. And one more, but I think that one is a provider we've lost, so it's probably meant to be blank.
- Callie BrennanOkay. Then my suggestion is you fix the four in the CRM, the next refresh picks them up overnight, and we look again tomorrow. The refresh should be complete before seven in the morning, so it'll be there when you start.
- Oliver RushworthGreat. Honestly that's the thing Holly will care about most. She wants to start every week with the renewals.
- Callie BrennanThat makes sense. Then let's make sure that page is right first. Now, users. You're licensed for forty, and at the moment I can see it's mostly you in there. Is that expected?
- Oliver RushworthYeah, it's early. Holly's had a look and one of the team has, but I wanted to get the data right before I tell everyone to log in. I don't want them to try it, see a blank, and never come back.
- Callie BrennanSensible, I'd do the same. So what I'd suggest is a small first group. Pick maybe a few people who live in the provider accounts every day, give them the pages for renewals and tickets, and see what questions they ask.
- Oliver RushworthOkay. I can do that. The account managers are the obvious ones. Is there a way to see what they ask?
- Callie BrennanThere is, as an admin you can see the questions asked and who asked them. It's the best way to see whether people are getting value. I'll show you where that sits in a minute.
- Callie BrennanThere, under usage. Right now it's a short list, which is normal for this stage.
- Oliver RushworthMm. Ha, most of those are mine. Including the one where I asked it what day it was.
- Callie BrennanWe all do it. Okay, next thing. The finance connector. What I need from your side is a named person in finance who can approve the access. Do you know who that would be?
- Oliver RushworthIt'd be someone in our finance team, I'd have to find out who looks after the accounting system. I'll ask. Can I come back to you on that one?
- Callie BrennanOf course. Let's say you let me know by next week, and if it drags we can hold that connector until after the others are settled. Nothing else depends on it.
- Oliver RushworthThat helps, thanks. Don't want to rush finance.
- Callie BrennanNo. Right, last piece, the handover. I will write you a setup note, covering every connector, the field mapping and the refresh schedule, so you can run things on your own. I don't hand over without one.
- Oliver RushworthThat would be brilliant. If I'm the only admin it needs to be something I can follow when I'm half asleep.
- Callie BrennanHa, I'll write it for that. And maybe worth thinking about a second admin at some point, so you're not on your own if you're on holiday.
- Oliver RushworthYeah, fair. I'll talk to Holly about that.
- Callie BrennanLovely. So to recap. You send the usage account by Friday. You fix the four renewal dates in the CRM. You find the finance contact by next week. I'll check the renewals page tomorrow once the refresh has run, and send you the setup note draft after that. Anything I've missed?
- Oliver RushworthNo, I think that's everything. Thanks Callie, this was useful.
- Callie BrennanGood. Thanks, Oliver. Speak soon.
- Oliver RushworthCheers, bye.
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