Menlo Quay Medical / BG-Demo – Onboarding
Callcompleted
Menlo Quay Medical · 2 Feb 2026 12:45
Second onboarding call. The CRM connector is loading and the helpdesk is next. Complaints data is held back until access rules are agreed. Orla Mannion will name pilot users and is still not opening to all forty.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call. The CRM connector is loading and the helpdesk is next. Complaints data is held back until access rules are agreed. Orla Mannion will name pilot users and is still not opening to all forty.
What happened: Niamh Fahy reported IT created the read-only CRM account quickly. Laura Penhaligon showed an account page from the CRM, with complaints not yet connected.
Customer view: Orla Mannion wants complaint data kept out until the approach is agreed, and Niamh wants to map who can see records and for how long first. Both value a written record.
Commercial: Orla will pick two from her team and one from key accounts. She repeated that she will not commit anything new.
Watch: Pilot names are promised for the next day and the folder list within a few days. Elena Novak joins the next call to meet them before go-live.
Themes
As at Fri 9 Oct 2026Theme
CRM live, pilot users
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 tests the helpdesk and sends the folder template.
- Niamh confirms the shared drive folders with the distributor team.
- Orla names the pilot users and Laura brings the complaints proposal to the next call.
Risks
As at Fri 9 Oct 2026- Complaints data is not connected, so account pages lack the part the customer values most.
- Pilot users are not yet named, so adoption has not started.
- Orla will not commit to anything new, which limits any upsell.
Opportunities
As at Fri 9 Oct 2026- A well-handled complaints proposal could deepen use of the Growth tier.
- Real cross-system questions from pilot users could build the value case.
Transcript
Laura PenhaligonHello both. Afternoon. Sorry, I'm a minute early, I've only just got the call open.
Orla MannionAfternoon Laura. No bother. Niamh is just coming in, I think.
Niamh FahyHi, yes, here. Sorry, I was finishing a document review. Can everyone hear me?- Laura PenhaligonYes, all fine. Good start to the week?
- Orla MannionBusy Monday, as they are. Let me do my usual and look at the complaint log first. Two things were closed last week with the evidence on file, and nothing new that touches this work. So we can go ahead.
- Laura PenhaligonGreat. So, last time we agreed the CRM and the helpdesk first. Niamh, did IT come back to you on the read-only access?
- Niamh FahyThey did, midweek. The CRM account is created and I've sent you the details through the secure route. The helpdesk took a bit longer because the person who administers it was away, but that's sorted now.
- Laura PenhaligonBrilliant, that's quicker than I'd planned for. I've got the CRM connection tested and it's loading. The helpdesk I'll test straight after this call.
- Orla MannionSo can we see anything yet? Let's check the record with a real account, if that's possible.
- Laura PenhaligonYes, I can share my screen. Give me a moment. Right, can you see it?
- Niamh FahyI can. Oh, that's a list of accounts. Is that the whole CRM?
- Laura PenhaligonIt's everything the account you gave us can read. So hospitals and distributors, with their contacts and the notes. Pick one and I'll open its page.
- Orla MannionTry a hospital in the west of Ireland, one we have a long history with. Which account, which lot, that's what I'd be asking.
- Laura PenhaligonOkay, opening one. You can see the contacts, the open opportunities, the notes the key accounts team wrote. What you don't yet see is complaints, because that connector isn't in.
- Orla MannionNo, and I'd like to keep it that way until we've agreed how. Is there a way to see what the page would look like without live complaint data?
- Laura PenhaligonWe could add a placeholder section, sure, but I'd rather not show you something misleading. Let's hold it for the complaints discussion, and I'll bring a proper proposal.
- Orla MannionI'd appreciate that. And I need Niamh in that conversation.
- Niamh FahyYes please. The complaint records have strict rules on who can see them and for how long. I'd want to map those first.
- Laura PenhaligonThen that's the plan. In the meantime, can I ask the pilot users to try this page? Even just the two of you and a couple of colleagues.
- Orla MannionI'll pick two from my team and one from key accounts. I'm not opening to the full forty yet, but I'll get you a short list.
- Niamh FahyDo they need training, or will they just work it out?
- Laura PenhaligonA short session would help. Half an hour, showing them how to ask a question and how to read an account page. I can do that once they're named. The main thing is to encourage them to ask real questions, not test questions.
- Orla MannionRight. I'll tell them to bring one thing they'd normally need two systems for.
- Laura PenhaligonPerfect. Now, the shared drive. Niamh, which folders for the distributor team? I'd keep it narrow to start.
- Niamh FahyI think the distributor agreements and the correspondence folder. I'd leave out anything that's in the quality system, as that's controlled. Let me confirm with the distributor team and come back to you.
- Laura PenhaligonSounds sensible. I'll send you a template so you can list the folders and who owns each. That way there's a record of what we agreed.
- Orla MannionThat's the kind of thing I like. A written record.
- Laura PenhaligonLast thing from me. Elena Novak, your customer success manager, would like to join the next call so she can meet you both before go-live. Is that alright?
- Orla MannionOf course. The more the merrier, so long as nobody's asking me to commit anything new.
- Laura PenhaligonNo, nothing like that, just an introduction. So, to recap. I test the helpdesk and send the folder template. Niamh confirms the folders with the distributor team. Orla names the pilot users. Then we meet again, and I bring the complaints proposal.
- Niamh FahyGot it. I'll have the folders back to you in a few days.
- Orla MannionAnd I'll send the names tomorrow. Thank you, Laura, that's a good start. Thanks a million, Orla.
- Laura PenhaligonCheers both. Speak soon, bye now.
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