Menlo Quay Medical / BG-Demo – Onboarding
Callcompleted
Menlo Quay Medical · 16 Jan 2026 11:00
Second onboarding call for Menlo Quay Medical. The CRM is live and Orla Mannion says it already feels like one record per account. Open items: a suspect date, a closed site still showing, and sign-off of the complaints access note.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call for Menlo Quay Medical. The CRM is live and Orla Mannion says it already feels like one record per account. Open items: a suspect date, a closed site still showing, and sign-off of the complaints access note.
What happened: Laura Penhaligon showed the live CRM account pages. Orla and Niamh Fahy found a closed site still showing and a date that looked wrong, and Laura promised to check whether it comes from the source or the load.
Customer view: Orla accepts counts and status on the account page but not complaint narrative. Her words: "It's early days, but it already feels like one record per account, which is what we bought it for."
Commercial: A first group of about ten users is planned, out of the 40 licensed. The nightly refresh has completed before 07:00 on business days since the CRM went live, per Laura.
Watch: The complaints system stays unconnected until Orla confirms the final note in writing.
Themes
As at Fri 9 Oct 2026Theme
CRM live, access note
Importance
praise
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 check the date issue and email the answer, then send the rewritten final access note on Monday.
- Orla Mannion to read the note and confirm in writing.
- Niamh Fahy to send the commercial operations contact and walkthrough slots.
Risks
As at Fri 9 Oct 2026- A date discrepancy on the distributor record is unexplained and could dent trust in data quality.
- A closed, merged site still shows because the CRM holds it, so source data quality may reflect on B-Viz.
Opportunities
As at Fri 9 Oct 2026- A first group of about ten users could grow towards the 40 licensed once the walkthrough runs.
- Counts and status of open complaints on the account page give a visible early value case.
Transcript
Laura PenhaligonMorning both. Can you hear me? Orla, you're on mute, I think. There we go.
Orla MannionMorning, Laura. Sorry about that. Lovely and frosty out west, I nearly didn't make the car.
Niamh FahyMorning. Sorry, I'm a minute early and a minute late all at once. My headset is being dramatic.- Laura PenhaligonNo bother. Okay, today's agenda is short. The CRM connection is live and has been loading since Tuesday, so I'd like to show you what it looks like, check the account names, and then talk about the access note for the complaints data. Orla, did you choose a test account?
- Orla MannionI did. A hospital group we've dealt with for years, which I'll call by name in a second once I see it on the screen. And one distributor in the Gulf region. Though first, I've the complaint log open again, and I'll say, nothing in it today that touches this. Just so you know where I am.
- Laura PenhaligonAppreciated. Let me share my screen. Bear with me a moment. Right, can you see the account page?
- Niamh FahyI can. Oh, that's tidier than I expected. So that's the hospital group with the sites underneath?
- Laura PenhaligonYes, the sites roll up under the group, based on what's in your CRM. If the structure is wrong here, it's wrong in the CRM, and that's something we can flag rather than fix in B-Viz.
- Orla MannionHold on. That site there, the second one down. That's closed, it's been merged into another site. Is it showing because the CRM still has it?
- Laura PenhaligonMost likely, yes. Niamh, that's one for the commercial operations owner. Did you get a name?
- Niamh FahyI did, I have it in my notes, it's a colleague in the commercial operations team and she's agreed to be the contact. I'll send her details after the call. She was quite pleased someone was finally looking at the duplicates.
- Orla MannionI'd like to see the distributor now, if that's all right. Which account, which lot, that's what I'm used to asking. Can it show me anything at that level?
- Laura PenhaligonNot yet, because lot level detail would come from the complaints system, and we haven't connected that. What you'll see for now is the account, the contacts, the activity and the history from the CRM. Let me bring up the distributor. Here.
- Orla MannionRight. Right, that's the correct contact, and the region is right. That date looks off though. Let's check the record on my side afterwards.
- Niamh FahyCould that be a date format thing? The CRM can display day and month the other way round depending on who entered it.
- Laura PenhaligonPossibly. I'll look at how it's coming through on our side and tell you by email whether it's the source or the load. I don't want to guess in front of you.
- Orla MannionThat's all I'd ask. Better to say you don't know than to be confident and wrong, in my line of work anyway.
- Laura PenhaligonFair point. Now the access note. I've sent a draft yesterday, did either of you get to it?
- Niamh FahyI read it twice. I think it's right, but I have a question on one paragraph. It says complaint summaries could show on the account page. Does a summary count as a complaint record, for our purposes?
- Orla MannionThat's the question, isn't it. Is it logged as a complaint? A count on the account page is fine with me, say how many open. The narrative text is not. That stays in the complaint system for the people who are trained to handle it.
- Laura PenhaligonGood, that's a clear line. So counts and status on the account page, no narrative, and the detail visible only in the complaints space. I'll rewrite that paragraph so it says exactly that.
- Niamh FahyThen I'd be happy to sign it off from the admin side. Though I'd want Orla to read the final version before I click anything.
- Orla MannionI will. Send it on Monday and I'll go through it with a pen. If it's right, I'll say so in writing.
- Laura PenhaligonGood. Next, the people. You mentioned a first group. Have you settled who?
- Orla MannionYes. Six from my team, Niamh, two from key accounts and one from the distributor team. That's ten, give or take. The rest of the forty can wait until we know what we're doing.
- Laura PenhaligonSensible. I'd run a short walkthrough for that group, about half an hour, mostly showing them how to ask a question and how to read an account page. Would the week after next suit?
- Niamh FahyProbably, yes. I'll check calendars and send you a couple of options. Mornings are better for the complaints team.
- Laura PenhaligonPerfect, mornings it is. One last thing from me. The refresh. Since the CRM went live, it has been completing before 07:00 each business day, so your team will see current data when they start. If that ever slips, tell me straight away.
- Orla MannionGood to know. Early starts are the norm for us, particularly with the distributors in different time zones.
- Laura PenhaligonThen let's wrap up. I'll look into the date issue and email you, rewrite the access paragraph and send the final note on Monday. Niamh sends the commercial operations contact and some walkthrough slots. Orla reads the note and confirms in writing. Then, once agreed, we connect the shared drive and the mailboxes, and the complaints system after that.
- Niamh FahyThat all matches my notes. I think we're in better shape than I thought we'd be after two weeks.
- Orla MannionAgreed. It's early days, but it already feels like one record per account, which is what we bought it for.
- Laura PenhaligonLovely to hear. Thanks, both. Speak soon, and have a good weekend.
- Orla MannionThanks a million, Orla. Bye now.
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