Menlo Quay Medical / BG-Demo – Onboarding
Callcompleted
Menlo Quay Medical · 6 Feb 2026 11:45
First onboarding call on Growth. Orla Mannion wants one view of a hospital or distributor. She requires read-only assurance on the complaints record and an internal approval before that feed goes live.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call on Growth. Orla Mannion wants one view of a hospital or distributor. She requires read-only assurance on the complaints record and an internal approval before that feed goes live.
What happened: Laura Penhaligon set the connector order with Orla and Niamh Fahy. CRM goes first, then complaints, then the helpdesk.
Customer view: Orla bought B-Viz to stop hunting across the CRM, complaints system, helpdesk and spreadsheets. She will not accept anything implying a complaint can be closed from a chat window.
Commercial: Orla said she could not commit to extra users or connectors without the budget signatory. Laura confirmed nothing was being proposed and that Growth has headroom.
Watch: The complaints feed needs Orla's approval through the customer's change process, which she estimated at a couple of weeks. Only the two of them are using it so far.
Themes
As at Fri 9 Oct 2026Theme
Onboarding plan, complaints permissions
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As at Fri 9 Oct 2026- Laura to send Niamh the CRM field list, a one-page access note and draft guidance wording.
- Orla to start the internal approval for the complaints feed.
- Niamh to send two or three test accounts and obtain the CRM service user.
Risks
As at Fri 9 Oct 2026- The complaints feed depends on an internal approval that Orla estimated at a couple of weeks.
- Only two people are using B-Viz so far, so wider adoption is not yet shown.
Opportunities
As at Fri 9 Oct 2026- A single view of a hospital or distributor is the value Orla bought, so a good first wave could prove it.
- Growth has room for more users and connectors if a budget signatory later agrees.
Transcript
Laura PenhaligonHello, can you hear me alright? I can see Orla, and I think Niamh is just coming in.
Orla MannionI can hear you fine, Laura, hello. Niamh, you're on mute, I think.
Niamh FahySorry, sorry. The link took a minute to load. Can you both hear me now?- Laura PenhaligonLoud and clear. Thanks for making the time, both of you. How's the week been? It's Friday, so I'm hoping it's winding down.
- Orla MannionWinding down, she says. Before anything else, I had a look at the complaint log first thing, as I always do. It's a calm one, which is rare, so I'll take it. Nothing waiting on us that can't wait until Monday.
- Laura PenhaligonGood, that's the right way round for a call like this. So today is really about getting the plan straight. Which systems we connect first, who owns what on your side, and how we roll it out to people. Does that match what you were expecting?
- Orla MannionIt does. Niamh will be the one doing most of the hands-on work, so I'll let her speak to the technical side. I'm here to make sure the complaint records are treated properly.
- Niamh FahyYeah, that's me. I'm the admin on this, along with my day job in quality systems, so I'll be fitting it round that.
- Laura PenhaligonUnderstood, and we'll try to keep the asks small. So you're on Growth, which gives you forty users and eight connectors. You've got plenty of room. I'd suggest we don't try to use all of that at once. Start with the sources that let you see a hospital or a distributor as one account, and build out from there.
- Orla MannionThat's exactly the reason we bought it. Right now, if I want to see everything about one hospital, I'm in the CRM, then the complaints system, then the helpdesk, then somebody's spreadsheet. Which account, which lot, what did we promise them. It's a lot of hunting.
- Laura PenhaligonRight, and that's the picture we want you to be able to ask for in one go. So first connector, I'd say, is the CRM, because it holds the account list that everything else hangs off. Niamh, do you know who looks after the admin side of that?
- Niamh FahyI do, a colleague in sales operations. I've already had a word. She's happy to create a read-only service user for you, she just wants to know exactly what fields get pulled.
- Laura PenhaligonPerfect. I'll send you a short list of the objects and fields we read, and she can strike anything she doesn't want to share. Nothing gets written back to the CRM. Everything lands in your own Snowflake account, so it stays inside your boundary.
- Orla MannionCan I stop you there on that one? The complaints. Is it logged as a complaint, and does that record get touched at all?
- Laura PenhaligonNo. It's read only. We index it so people can ask questions across it, but we never edit, close or reopen anything. The complaint stays in your system as the record of truth.
- Orla MannionGood. Because I can't have anyone thinking a complaint was closed from a chat window. Closing needs the evidence attached, and that happens in the process, not anywhere else.
- Laura PenhaligonCompletely agree, and we can say that in the guidance for users so nobody gets the wrong idea. Niamh, maybe you could help me word that.
- Niamh FahySure. I can draft a paragraph and Orla can tighten it. She'll be better at the wording than I am.
- Orla MannionSend it over and let's check the record, so to speak. I'll make it plain.
- Laura PenhaligonLovely. Second connector, then. I'd go for the helpdesk, where your distributor and hospital queries come in. Third, the complaints system. Does that sound like the right order, or would you swap them?
- Niamh FahyI'd put the complaints system second, honestly. It's the one the most people will care about. The helpdesk can come after.
- Orla MannionI agree with Niamh. Complaints second. But we'll need to go carefully on permissions. It's a regulated record, so there's an approval step on our side before anyone outside the team gets a feed of it.
- Laura PenhaligonThat's fine, and I'd rather build that in properly than rush it. Who signs that approval off?
- Orla MannionI do, with Niamh's input on the technical risk. I'll want it in writing from you what access is being asked for, and then it goes through our usual change process. A couple of weeks, probably, depending on who's about.
- Laura PenhaligonOkay. I'll put together a one-page access note after this call. Anything else you'd want in it, besides the fields and the read-only point?
- Niamh FahyWhere the data physically sits and who at BG-Demo can see it. Our auditors will ask.
- Laura PenhaligonYes, good. The data sits in your Snowflake account, and our access is limited to the support role you grant us. I'll write that down clearly.
- Orla MannionThanks a million for that. Now, users. We've got forty licences, and at the moment it's really just the two of us poking about.
- Laura PenhaligonThat's typical at this stage. I wouldn't worry. What I'd suggest is a small first wave once the CRM and the complaints data are in and looking sensible. Key accounts, complaints and the distributor team, a handful from each, so you get honest feedback before opening the doors.
- Niamh FahyThat makes sense. Nobody's going to trust it if the first thing they see is half the data missing.
- Orla MannionExactly. And I'd want the first questions to be real ones. A hospital, a distributor, what's open, what's overdue. Not a demo of something clever.
- Laura PenhaligonAgreed. We can pick three or four of those questions together and use them as the test. If the answers match what you'd find by hand, we're good.
- Niamh FahyCould we use a couple of accounts I already know well? Then I can tell straight away if it's right.
- Laura PenhaligonThat's the best way, yes. Pick two or three and tell me which. I'd choose one hospital and one distributor, so you see both shapes.
- Orla MannionLast thing from me. If there's any suggestion of extra users or extra connectors later on, I'd need to take that to the person who signs off budget. I can't commit anything on this call.
- Laura PenhaligonNot at all, and nothing is being proposed. You've plenty of headroom on Growth for now. I just want to get the foundations right.
- Laura PenhaligonSo, to recap. I send the field list for the CRM to Niamh, the access note covering the complaints system and where the data sits, and the draft guidance wording. Niamh, you get the service user from your colleague in sales operations. Orla, you start the internal approval for the complaints feed.
- Niamh FahyAnd I'll send you the two or three accounts for testing. I'll try to do that early next week.
- Orla MannionThat all sounds right to me. Is there anything else you need from us, Laura?
- Laura PenhaligonJust a time next week for a shorter catch-up, once the CRM access is sorted. I'll send a couple of options. Thanks, both, this was useful.
- Niamh FahyThanks, Laura. Speak soon.
- Orla MannionThanks a million, Orla. Sorry, that's me signing off on myself. Thanks a million, Laura, talk soon.
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