Menlo Quay Medical / BG-Demo – Kickoff
Callcompleted
Menlo Quay Medical · 2 Jan 2026 08:00
Kickoff for a signed Growth contract with forty users. Security access, connector owners and administrators were agreed in outline. No go-live date until Colm's access is in place.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for a signed Growth contract with forty users. Security access, connector owners and administrators were agreed in outline. No go-live date until Colm's access is in place.
What happened: Elena Novak confirmed Growth, signed on 29 Dec 2025, with forty licensed users at £50k a year. Orla Mannion confirmed it matched what Declan signed.
Customer view: Colm Geraghty wants to create the role himself and see a written list of what is read. Orla ranked sources: complaint log, CRM, helpdesk, then shared drive.
Watch: Owners for the CRM and helpdesk are not yet named, and nor is a second administrator. Niamh would be the first admin, and Elena advised two so a departure does not leave one.
Commercial: Orla asked about an invoice and Elena said she would check with finance. The evidence does not show what the query was.
Themes
As at Fri 9 Oct 2026Theme
Growth onboarding kickoff
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- Laura Penhaligon sends Colm Geraghty a written list of what each connector reads.
- Orla Mannion names owners for the CRM and helpdesk and a second administrator.
- Elena Novak comes back to Orla on the invoice after speaking to finance.
Risks
As at Fri 9 Oct 2026- Connector owners for the CRM and helpdesk and a second administrator are still unnamed.
- Go-live timing is open until access is set up and engineering agrees connector order.
- An invoice query from Orla is unresolved and its content is not shown.
Opportunities
As at Fri 9 Oct 2026- Orla is keeping some of the forty seats spare, for quality among others, which suggests room to grow into them.
- Checking B-Viz against accounts Orla knows well can build trust early.
Transcript
Elena NovakGood morning, everyone. Can you hear me clearly? I am calling from Amsterdam, and the line sometimes echoes.
Orla MannionMorning, Elena. Clear as a bell. Happy new year to you all, though it's a very quiet office up here in Galway.
Laura PenhaligonMorning all. Happy new year. I'm Laura, I'll be doing the hands-on implementation work, so you'll be seeing a lot of me.
Niamh FahyMorning. Niamh here. I think Colm is just finding the link.
Colm GeraghtyI'm here. Sorry, the camera didn't want to start. Morning.- Elena NovakThank you. As I said in my email, there are four items on the agenda. First, access and security. Second, the connectors and who owns each one. Third, users and roles. Fourth, the plan and the written actions. I will send those actions today, as agreed.
- Orla MannionLovely. Can I just say first, for the log, that we're delighted to be at this stage. Right, over to you.
- Elena NovakTo confirm, you are on the Growth tier, signed on Monday 29 Dec 2025, with forty licensed users. The contract value is £50,000 a year. I mention it only so that everyone has the same picture.
- Orla MannionYes, that matches what Declan signed. Forty users, and I've already got a rough idea of how to share them out.
- Elena NovakGood, we will come to that. Let us start with security, as Colm has the most to decide. Colm, what does your team need from us?
- Colm GeraghtyMainly clarity on where things run. My understanding is that it all sits inside our own Snowflake account. Is that right? Because that changes how I look at it.
- Laura PenhaligonYes, that's right. B-Viz is built and run inside your Snowflake account, so the data doesn't leave it. What we need from you is a role and a warehouse that we can work in, created by you, with permissions you control.
- Colm GeraghtyRight. So I create the role, you don't create it. And I can see what it touches.
- Laura PenhaligonExactly. You can see every grant and you can remove it at any point. I'd suggest you start narrow and we widen it as each connector goes in.
- Colm GeraghtyI'd like that. Is it possible to have the list of what you'll read from each system written down before I grant anything?
- Elena NovakYes. That will be action one: Laura sends Colm a written list for each connector, covering what is read and what access is needed. I will make sure that it is in the actions email.
- Colm GeraghtyPerfect. Then I can give it to Niamh's side for the quality review as well.
- Niamh FahyYes please. We're a regulated business, so anything touching complaint records gets looked at properly. I'd rather read it once, early, than find questions later.
- Elena NovakUnderstood. Let us move to the second item, the connectors. Orla, which systems matter most to your teams?
- Orla MannionComplaints first. Always. The complaint log is the heart of it. Then the CRM, because that's where the hospital and distributor accounts live, and the helpdesk, where the customer service emails and tickets come in. After that, the shared drive, where the distributor agreements are kept.
- Laura PenhaligonThat's a sensible order. In my experience it's best to bring the most valuable source live first, check it properly, and then add the others, so you have something real to look at early.
- Orla MannionAgreed. I'd want to check it against a few accounts I know well. Which account, which lot? If B-Viz gets those right, I'll trust it.
- Laura PenhaligonThat's a good test, and I'll build it in. If you give me a handful of accounts you know well, we'll check each one against what you expect to see.
- Niamh FahyI can pick those with Orla. I know which records are the messy ones, which is probably the useful kind.
- Orla MannionShe does. Niamh will choose the awkward ones.
- Elena NovakTo confirm, we need a named owner for each connector on your side. That person is who we call if a source changes or stops loading. Can we agree that now?
- Colm GeraghtyI'll own the access and anything infrastructure related. If a system changes, I want to hear about it from the system owner first, and I'll pass it to Laura.
- Niamh FahyI can take the complaint log, since I look after it day to day. For the CRM I'd say Orla's team, but I'd want Orla to name someone.
- Orla MannionI'll name someone from key accounts after the break. Let's not guess it on a call.
- Elena NovakThat is fine. Action two, then: Orla names the owner for the CRM and the helpdesk, and Niamh and Colm are confirmed for the complaint log and for access. I will write it down exactly so.
- Laura PenhaligonOne thing from my side. If any of the systems have changed lately, or are about to, please tell me. A source that changes halfway through is the commonest reason a connector stalls.
- Colm GeraghtyNothing planned that I know of, but I'll check with the owners and come back to you.
- Elena NovakThank you. Third item, users and roles. Orla, you mentioned you had an idea for the forty.
- Orla MannionYes. The complaints team is the biggest group. Then key accounts, then the distributor team. I'd keep a few spare for people who need it later, quality for instance, rather than hand every seat out on day one.
- Elena NovakThat is sensible. We would suggest also naming one or two administrators. Niamh, would you be willing?
- Niamh FahyYes, I'd be happy to. I'd probably want a second admin as well, so it isn't all down to me if I'm off.
- Elena NovakVery wise. Two administrators is a good habit, and it protects you if somebody leaves. Orla, who might be the second?
- Orla MannionLet me think. Probably someone in the complaints team. I'll come back with a name.
- Laura PenhaligonOnce you have the admins, I'll walk them through the setup properly. A short session is usually enough, and then they can add the rest of the users themselves.
- Niamh FahyThat would be good. Will there be a written guide too? Quality will want something to point at.
- Elena NovakYes. I will make sure that Laura's walkthrough is followed by written notes, so that you have something for your records.
- Orla MannionCan I ask about timing? Declan will ask me when we'll see something, and I'd like to give him a straight answer.
- Laura PenhaligonI'd rather not name a date until Colm's access is in place and engineering has agreed the order of the connectors with me. Once that's done I'll give you a proper plan, with the first source first.
- Elena NovakAs agreed with Laura, the plan will follow in writing after Colm's access is set up. I will not name a date before that. Also, Orla, you asked me earlier about the invoice. I need to check with our finance team before I say anything on that, so I will come back to you.
- Orla MannionThat's grand. It's more Declan's side than mine anyway.
- Elena NovakThen to summarise the actions. One, Laura sends Colm the written list of what each connector reads. Two, Colm creates the role and warehouse once he is content. Three, Orla names owners for the CRM and the helpdesk and a second administrator. Four, Niamh and Orla choose the accounts for the checks. Five, I send the written actions today and come back on the invoice after speaking to finance.
- Orla MannionPerfect. Thanks, Elena, and Laura, and thanks Niamh and Colm for making time so early in the year.
- Colm GeraghtyNo bother. I'll look out for the list.
- Niamh FahyThanks all. Speak soon.
- Laura PenhaligonCheers, everyone. Speak soon.
- Elena NovakThank you, and goodbye for now.
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