Menlo Quay Medical / BG-Demo – Onboarding
Callcompleted
Menlo Quay Medical · 23 Jan 2026 12:00
First onboarding call with Menlo Quay Medical. The customer agreed a CRM and helpdesk first wave, with complaints handled separately. Usage is quiet, and Orla Mannion cannot commit to extra users or connectors without approval from above.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call with Menlo Quay Medical. The customer agreed a CRM and helpdesk first wave, with complaints handled separately. Usage is quiet, and Orla Mannion cannot commit to extra users or connectors without approval from above.
What happened: Laura Penhaligon planned connectors and ownership. Niamh Fahy owns set-up and admin, Orla Mannion sponsors, and Elena Novak takes over after go-live.
Customer view: Orla wants one record per account across the CRM, complaints and distributor data. She asked for a written note that asking B-Viz a question does not write back to complaint records.
Commercial: The Growth tier of forty licensed users is enough for now. Orla said anything beyond it would have to go upstairs, so there is no expansion appetite yet.
Watch: Usage is mostly Orla and Niamh, and Niamh is new to the data side. Adoption depends on Orla choosing a small pilot group.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector planning
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- Laura sends the CRM and helpdesk permissions checklist and the read-only access note.
- Niamh chases IT for the read-only accounts early the following week.
- Laura and the customer meet again once the first connector is loading.
Risks
As at Fri 9 Oct 2026- Usage is limited to Orla and Niamh until the CRM and helpdesk connectors load.
- Niamh is new to the data side and carries most of the hands-on admin work.
- Any extra users or connectors need approval above Orla, who cannot commit to them.
Opportunities
As at Fri 9 Oct 2026- A per-account page matching hospital records across the CRM and complaints system answers a clear pain point.
- A small pilot group could widen towards the forty licensed users once questions prove useful.
Transcript
Laura PenhaligonHello, can you both hear me alright?
Orla MannionHello Laura, yes, loud and clear. Niamh, are you there?
Niamh FahyI'm here, sorry, the headset is being awkward. Can you hear me now?- Laura PenhaligonPerfectly. Lovely. How's the week been in Galway?
- Orla MannionWet and windy, as ever, but the team is steady. Before we start, if you'll indulge me, I like to open with the complaint log. Nothing open that touches what we're doing today, so we're clear to go. Which is a relief, because I'd not want to be doing this with a hospital complaint hanging over us.
- Laura PenhaligonThat's a good habit, honestly. So today is about getting the connectors planned and agreeing who owns what. The Snowflake side is set up, and I'd like us to leave with a clear list. Does that suit?
- Orla MannionIt does. Niamh is the admin on our side, so she'll be doing most of the hands-on work.
- Niamh FahyHi Laura. Just to say, I'm quality systems by trade, so I'm learning the data side as I go. Be gentle with me.
- Laura PenhaligonNot at all, that's a good background for this. You already think in records and evidence, which is half of it. Right, so what we bought is the Growth tier, forty licensed users, and the idea is key accounts, complaints and the distributor team all seeing each hospital and distributor together.
- Orla MannionThat's the heart of it. Today a hospital might be in three places, and nobody sees the whole picture. Which account, which lot, which contact, it's all in different heads.
- Laura PenhaligonMm, yeah. So let's start with where those places are. Can you walk me through the systems? Just in plain terms, not the product names.
- Niamh FahyOkay. There's the CRM, which the key accounts team lives in. There's the complaints system, which is the regulated one, and I'd be very careful there. Then the distributor team keeps a lot in the shared drive and in email, honestly.
- Orla MannionAnd the helpdesk for the routine customer service queries, which is separate from complaints. Let's check the record on that, Niamh, I think we kept those apart on purpose.
- Niamh FahyWe did, yes. Different retention rules.
- Laura PenhaligonThat's useful. So for the first wave I'd suggest the CRM and the helpdesk, because they're the least sensitive and you'll see value quickly. Then the shared drive for the distributor documents. The complaints system we treat separately, with you in the room.
- Orla MannionI'd be happy with that order. Is it logged as a complaint if someone asks B-Viz about a complaint? I mean, does the question itself create a record?
- Laura PenhaligonNo, asking a question doesn't change anything in the source. B-Viz reads from the connectors into your own Snowflake account, and it doesn't write back. Your complaint records stay exactly where they are.
- Orla MannionGood. I'll want that written down somewhere, for the quality file.
- Laura PenhaligonOf course. I'll put it in the follow-up note.
- Niamh FahyCan I ask about access? For the CRM, do I need someone from that team to approve a read-only account, or can I just set it up?
- Laura PenhaligonSomeone who administers the CRM needs to create it, so probably a colleague in IT or the sales operations person. I'll send you a short checklist of exactly what permissions we need, and you can pass it on.
- Niamh FahyPerfect. I'd rather give them something concrete than a vague request.
- Orla MannionNow, Laura, one thing. I've been looking at usage and it's very quiet. It's mostly Niamh and myself poking around. Is that normal at this stage?
- Laura PenhaligonCompletely normal, since nothing's loaded for the wider team yet. There's not much to ask about until the CRM and helpdesk are in. After that I'd expect it to climb, but it depends on you bringing people in.
- Orla MannionFair. I'd start with my own complaints team and a couple of the key accounts people. I wouldn't open it to all forty until it's useful.
- Laura PenhaligonThat's sensible. Small group, real questions, and then widen. Maybe pick two or three questions people ask you every week, the sort that need three systems to answer.
- Orla MannionOh, I have plenty of those. Which hospitals have more than one open contact, which distributors are linked to which hospital. The usual.
- Niamh FahyAnd whether a hospital account in the CRM matches the one in the complaints system. Honestly, that one alone would save me days.
- Laura PenhaligonRight, that's the one record per account point. We can build a page for each account that pulls it together, and I'll show you how once the first connector is live.
- Orla MannionLovely. Now, anything involving extra connectors or users beyond what we bought, I'd have to take upstairs. I can't commit anything there.
- Laura PenhaligonNo pressure at all. We're well inside what you've got for now, and I'm only planning on that basis.
- Niamh FahySo who owns what? I'd like it written down so I'm not guessing.
- Laura PenhaligonOkay, proposal. Niamh owns the connector set-up and day-to-day admin. Orla is the sponsor and decides who gets access. I own the build and the checks on our side. Elena Novak, your customer success manager, will pick up after go-live for adoption.
- Orla MannionYes, that works for us. Matteo has been in touch from the commercial side as well, so I'm not worried about who to call.
- Laura PenhaligonGood. Next steps, then. I send the permissions checklist for the CRM and the helpdesk, plus the note about read-only access. Niamh, you get those requests to your colleagues in IT. Then we meet again once the first connector is loading.
- Niamh FahySounds good. I'll chase IT early next week.
- Orla MannionGrand. Thank you, Laura, that was clearer than I expected. Have a good weekend.
- Laura PenhaligonYou too, both of you. Speak soon. Cheers.
- Orla MannionThanks a million, Orla. Sorry, Thanks a million from me, I mean, and bye now.
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