Menlo Quay Medical / BG-Demo – Onboarding
Callcompleted
Menlo Quay Medical · 13 Feb 2026 15:30
Niamh Fahy connected the CRM during the call and the first load began. The complaints connector waits on Orla Mannion's approval and a written read-only confirmation. Niamh is the only admin.
What was said
What this says
As at Fri 9 Oct 2026Niamh Fahy connected the CRM during the call and the first load began. The complaints connector waits on Orla Mannion's approval and a written read-only confirmation. Niamh is the only admin.
What happened: Niamh entered the CRM credentials on a screen share and the connector showed as connected. Her sales operations colleague had removed some internal account notes from the field list.
Customer view: Orla's approval for the complaints system is not through yet. She wants written confirmation that the connector cannot change or close a record.
Commercial: No commercial discussion. Niamh will invite the first wave herself, with Laura watching on the next call.
Watch: Niamh is the only admin and Orla has access as champion. Laura suggested a second admin, probably from the quality team, and Niamh will raise it with Orla.
Themes
As at Fri 9 Oct 2026Theme
CRM connector, admin cover
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Laura to send the written read-only confirmation the same day and check the CRM load on Monday.
- Niamh to email the hospital and distributor test accounts and ask Orla for first-wave names.
- Niamh to raise a second admin with Orla.
Risks
As at Fri 9 Oct 2026- Niamh is the only admin, so onboarding stalls if she is away.
- The complaints connector cannot start until Orla's approval lands.
Opportunities
As at Fri 9 Oct 2026- Niamh wants to learn the admin side and invite the first wave herself, which builds in-house ownership.
Transcript
Laura PenhaligonHi Niamh, can you hear me okay?
Niamh FahyHi Laura, yes, all good here. Sorry, I'm eating a very late sandwich. It's been that sort of afternoon.- Laura PenhaligonNo apology needed. It's half three on a Friday, you've earned it. Shall we start with where we got to? I think the CRM service user was the first thing.
- Niamh FahyYes. My colleague in sales operations created it on Tuesday, and she took out a couple of fields from your list. Some internal notes on the accounts she'd rather not share. I've got the credentials ready to enter.
- Laura PenhaligonThat's absolutely fine, we don't need the notes. Do you want to share your screen, or shall I walk you through where the connection details go?
- Niamh FahyI'll share. Give me a second. Can you see it?
- Laura PenhaligonI can. Click on connectors, top left. Yes, and then add a source. Pick the CRM from the list.
- Niamh FahyOkay, that's in. It's asking for the login and a token. Do I paste both in here?
- Laura PenhaligonYes, both. And leave the sync schedule on the default. It'll run overnight, so it's ready for your people by the early morning.
- Niamh FahyRight. It's said connected. And it's showing a progress bar for the first load.
- Laura PenhaligonLovely. That first load can take a while depending on how many accounts you have, so don't watch it. I'll check on my side in a bit and let you know when records appear.
- Niamh FahyGreat. Now the complaints system. Orla has started the internal approval, but it isn't through yet. She said there's a review step this week.
- Laura PenhaligonThat's fine, I'd rather it was done properly. Did the access note I sent give her what she needed?
- Niamh FahyMostly. She asked one thing: can you confirm in writing that the connector can't change or close a record? She wants that attached to the approval.
- Laura PenhaligonYes, I can do that. It's read-only by design, and I'll state it plainly in a short confirmation. I'll send it to you both today, so it's there on Monday.
- Niamh FahyBrilliant, thanks. That should help it along.
- Laura PenhaligonIn the meantime, did you pick the accounts you'd like to test with?
- Niamh FahyI did. One hospital account and one distributor. I'll put the names in the chat so they're not in the recording. Well, you'll see them. I mean, I'll email them. Sorry.
- Laura PenhaligonEmail is perfect. Whichever suits you. Once the CRM has loaded I can show you how the account page looks and what the chat does with a question about one of them.
- Niamh FahyCould we do that now? Or is it too early?
- Laura PenhaligonA little early, I think. The load needs to finish, otherwise you'll get a partial picture and that'll put you off. Give it until Monday, and I'll check it before I tell you it's ready.
- Niamh FahyFair enough. I'd rather see it properly.
- Laura PenhaligonWhat I can do now is go through how people will be invited. You have forty licences. Do you want to invite the first wave yourself, or would you like me to do it?
- Niamh FahyI think I should do it, so I get used to the admin side. But I'd like you to watch me the first time, in case I do something silly.
- Laura PenhaligonHappy to. Let's do that on the next call, then, once the data is ready. We can invite the small group from key accounts, complaints and the distributor team.
- Niamh FahyDo you have a view on how many to start with? I don't want to overwhelm anybody.
- Laura PenhaligonA handful from each team is plenty. People who'll actually give you feedback, not just the most senior. Orla will probably know who those are.
- Niamh FahyShe will. She knows everyone's habits. I'll ask her to suggest names.
- Laura PenhaligonGood. And, one more thing for the admin side. At the moment you're the only admin, aren't you?
- Niamh FahyYes. Orla has access as the champion, but I'm the one who does the configuring.
- Laura PenhaligonI'd think about a second admin at some point, just so you're not stuck if you're on leave. It doesn't have to be now.
- Niamh FahyThat's a good point. I'll raise it with Orla. Probably someone from the quality team.
- Laura PenhaligonSounds sensible. Right, I think that's us. So from me, the written confirmation for the approval today, and a check on the CRM load on Monday. From you, the account names by email, and a suggestion from Orla for the first group.
- Niamh FahyYes. And the complaints connector, as soon as the approval lands.
- Laura PenhaligonExactly. I'll send some times for the next session. Thanks, Niamh, have a good weekend.
- Niamh FahyYou too, Laura. Cheers, bye.
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