Menlo Quay Medical / BG-Demo – Onboarding
Callcompleted
Menlo Quay Medical · 9 Jan 2026 15:15
First onboarding call for Menlo Quay Medical on the Growth tier. Orla Mannion's main worry is who can see regulated complaint records. Agreed order: CRM, shared drive and mailboxes, then complaints system once an access note is signed off.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call for Menlo Quay Medical on the Growth tier. Orla Mannion's main worry is who can see regulated complaint records. Agreed order: CRM, shared drive and mailboxes, then complaints system once an access note is signed off.
What happened: Laura Penhaligon ran the first onboarding session with Orla Mannion and Niamh Fahy. They agreed the CRM connects first, then the shared drive and distributor mailboxes, with the complaints system third.
Customer view: Orla wants complaint access decided on paper. Niamh has only logged in once and has not yet used the admin settings, and she is the intended admin.
Commercial: The Growth tier allows eight connectors and 40 users. Orla plans a small first group, and said nothing commercial changes from her end.
Watch: Login numbers are low because only Orla and Niamh are using it. The commercial operations owner of the CRM is still unnamed, and the evidence does not show who signed the order form or who holds the budget beyond the names Matteo and Elena.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, connectors and access
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 to send the connector checklist and access note draft on Monday.
- Niamh Fahy to find the commercial operations owner of the CRM and confirm names.
- Orla Mannion to choose test accounts and the first group of users.
Risks
As at Fri 9 Oct 2026- The CRM owner on the customer side is not yet named, which could delay the first connector.
- Niamh has barely used the admin page, so admin readiness is unproven.
- Regulated complaint records make access control a gating concern for the third connector.
Opportunities
As at Fri 9 Oct 2026- A small first user group can widen towards the 40 licensed users once the account view proves useful.
- The distributor team lives in email and could be a strong adoption case once mailboxes connect.
Transcript
Laura PenhaligonHello, hello. Can you both hear me all right? I've got a slightly odd echo on my side.
Orla MannionAfternoon, Laura. Clear as a bell here. Niamh is just joining, I can see her name hovering.
Niamh FahySorry, sorry. The link opened in the wrong window. Hello both. Happy new year, if we're still allowed to say that.- Laura PenhaligonWe are until the end of the month, I've decided. Thanks for giving me a Friday afternoon, I know it's the slot nobody wants. So the plan for today is simple. Your account has been live since 29 Dec 2025, and I'd like to leave this call with a clear list of which systems we connect first, who owns each one on your side, and what Niamh needs from me to be comfortable as admin.
- Orla MannionLovely. Can I just say, I have the complaint log open on my other screen, it's habit, I open it at the start of every call. Nothing in it for you. It just keeps me honest about what the team is actually dealing with this week.
- Laura PenhaligonHa, no, that's useful, actually. It's a good way into the first question. When your team looks at a hospital or a distributor today, where do they have to go to see the whole picture?
- Orla MannionEverywhere, is the honest answer. The complaint records sit in the quality system. The account history is in the CRM. The key accounts team keep their own notes in the shared drive, and the distributor team, well, they have a lot in email. So if someone asks me about one hospital, I'm asking three people and waiting.
- Niamh FahyAnd it isn't always the same name for the same hospital. One system has the trust name, another has the site, another has whatever the sales rep typed. I spend a fair bit of my week matching them up.
- Laura PenhaligonRight, and that's the exact thing the Growth set-up is for, one view per account. We have a limit of eight connectors on your tier, so I'd rather we pick the first three or four carefully than connect everything and have it be messy. Which would you say matters most to Orla's team?
- Orla MannionThe complaints system, without question. But I want to be careful there, because those are regulated records. Which account, which lot, what was reported, when. Before anything goes near it I need to know who can see what.
- Laura PenhaligonCompletely fair. Everything runs inside your own Snowflake account, so the data doesn't leave your environment, and access follows the permissions you set. Niamh, that'll be you, I think. Have you had a look at the admin settings yet?
- Niamh FahyI logged in once, right after the invitation came. I had a click around and then got pulled into an audit prep. So, I know where the connectors page is, and that's about it. Sorry.
- Laura PenhaligonNo need to be sorry at all, that's normal for week two. Let me share my screen and I'll show you where the roles live. Give me a second, it's being slow. There. Can you see the admin page?
- Niamh FahyYes. Mm. So these are the roles, and these are the spaces. Can a space be limited to one team?
- Laura PenhaligonIt can. So you could have a complaints space that only Orla's people and you can see, and a separate account space that key accounts and distributors can both use. The account view can then show a summary without exposing the complaint detail. We'd agree that line together before anything is loaded.
- Orla MannionThat's the bit I like. Is it logged as a complaint, yes or no, and then who's allowed to open it. I'd want that decided on paper, Laura, not just in someone's head.
- Laura PenhaligonAgreed. I'll write it up as a short access note, and you and Niamh can mark it up. Nothing connects to the complaints system until you've both said yes.
- Orla MannionGood. Thanks. That's the main worry out of the way.
- Niamh FahyCan I ask about the others? If we start with the CRM, the key accounts team will be happy, they're the loudest, but I think the distributor team will say they're being left out.
- Laura PenhaligonSo the CRM probably goes first anyway, because it gives us the account spine, the names and the structure, and everything else hangs off it. Then I'd suggest the shared drive for the key accounts notes, and the mailbox side for the distributor team. Would that be fair?
- Orla MannionIt would. The distributor team live in email, so they'd feel it most. I'd say the complaints system comes third, once the access note is agreed, and not before.
- Niamh FahyThat order works for me. Who owns the CRM connection on our side, though? The CRM is run by the commercial operations people, not by quality.
- Laura PenhaligonThat's exactly what I need to pin down. For each source I need a named person who can approve access and who we call if it stops loading. Could you find out the commercial operations owner for me, Niamh?
- Niamh FahyI'll ask on Monday. I think it's a colleague in that team, but I won't guess. I'd rather give you the right name.
- Orla MannionAnd for the shared drive and the email, I can speak for those. I'll put my own name against the distributor mailboxes for now, and we'll see if someone more suitable comes forward.
- Laura PenhaligonPerfect. Now, users. You've got 40 licensed. Who do you want in first? I'd normally say start small, a handful of people who'll actually try it and tell us what's broken, and widen after.
- Orla MannionI'd say five or six from my team, Niamh, a couple from key accounts, and one from the distributor side. Not everyone at once. People lose patience if the first thing they see is half empty.
- Niamh FahyThat would explain why our login numbers look so low at the minute, I suppose. It's really only Orla and me poking about.
- Laura PenhaligonYes, and that's completely expected at this stage, nothing to worry about. The numbers will move once there's something in there worth asking. Which brings me to the first test. When we have the CRM loaded, I'd like to pick one hospital account and one distributor account and see whether the page makes sense to you.
- Orla MannionLet's check the record together when it's there. I'd choose an account I know well, so I can tell straight away if something's missing. I'll think of one over the weekend.
- Laura PenhaligonLovely. One more thing before we finish, the refresh. Once things are connected, the nightly refresh finishes before seven in the morning, your time, on business days, so the team has current data when they start. If you ever see it behind, tell me or raise a ticket.
- Niamh FahyUnderstood. I'll note that for the team. Honestly, that's one of the things people ask first, whether it's today's data or last week's.
- Laura PenhaligonSo, to recap, so we all agree. I send the connector checklist and the access note draft on Monday. Niamh finds the CRM owner and confirms the names. Orla picks the test accounts and the first group of users. We pick this up next Friday.
- Orla MannionThat's all fine by me. And Laura, on the budget side, nothing changes from our end, I'm only here to make it work. Anything commercial goes through the usual people.
- Laura PenhaligonUnderstood, and nothing commercial here anyway, Matteo and Elena would pick that up. Niamh, anything else on your mind?
- Niamh FahyNo, I think I'm clear. I'll have a proper go in the admin page over the weekend. Maybe not the weekend. Monday.
- Laura PenhaligonMonday's grand. Right, thanks both. Have a good weekend.
- Orla MannionYou too, Laura. Thanks a million, Orla. Bye now.
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