Clayhithe Logistics / BG-Demo – Onboarding
Callcompleted
Clayhithe Logistics · 18 Nov 2025 14:30
Onboarding call with Clayhithe Logistics. The stalled tracking feed was a moved source folder, not a connector fault. Owners are only partly named, and the account team's three-screen problem is the value case.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Clayhithe Logistics. The stalled tracking feed was a moved source folder, not a connector fault. Owners are only partly named, and the account team's three-screen problem is the value case.
What happened: Callum Rix reported that the tracking feed loaded on the first morning and then went flat. He found the file was being written to a new folder after the server move, so the connector was reading the old one.
Customer view: Toby Westwood, the Operations Director, welcomed that it was a change to follow and not a fault. The account team currently flick between three screens, and wanting invoices next to jobs is the value case in their words.
Commercial: Four connectors are live. Ownership is thin: Callum is admin, Toby is only the escalation point, the weekly check owner is unconfirmed, and the finance inbox reader changes.
Watch: Toby was short of time and the saved search for dispatchers slipped to the review. Laura Penhaligon owes a written path fix, an owners summary and training options.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, tracking feed fix
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 Penhaligon to send the written path fix, the owners summary and two training slot options the same day.
- Toby Westwood to confirm the weekly check owner and sort out who reads the finance inbox.
- Callum Rix to send the export path and confirm who attends the account team training.
Risks
As at Fri 9 Oct 2026- Ownership is only partly named: the weekly check owner is unconfirmed and the finance inbox reader keeps changing.
- A source moving without notice can stall a connector again, leaving records flat and B-Viz stale.
- Toby Westwood is time-poor and sees himself only as escalation, so sponsorship may be thin.
Opportunities
As at Fri 9 Oct 2026- The account team's wish to see invoices beside jobs is a clear value case to build adoption on.
- Ops and customer service log in first, which gives scope to widen use to more teams.
Transcript
Laura PenhaligonAfternoon, both. Can you hear me all right? I'm on the headset, so shout if I'm too quiet.
Callum RixHear you fine. I'm in the back office, so there might be a bit of echo off the racking.
Toby WestwoodAfternoon. Sorry, I'm on a tight leash today. I've got to be back on the floor for the afternoon run, so let's keep it moving if we can.- Laura PenhaligonOf course. I'll keep us to the plan. Today we want to check the connectors are behaving, agree who owns what on your side, and book the first review. Does that sound right?
- Toby WestwoodYeah, that's the list. Callum's the one living in it day to day, so he's the one to ask.
- Callum RixRight. So the four we've got live are the booking system, the depot exceptions log, the invoicing export and the customer contacts sheet. The one I wanted to talk about is the tracking feed, because that's where it's gone wrong.
- Laura PenhaligonOkay. Tell me what you're seeing, not what you think it is. Does it fail to load, or does it load and then stop?
- Callum RixIt loads the first morning and then nothing after that. The records just go flat. I wondered if someone had changed something on their end.
- Toby WestwoodWe did move the server last month, didn't we? I didn't think that would touch the tracking.
- Laura PenhaligonThat fits the pattern, so let's not touch the connector settings yet. Callum, can you send me the export path and the last date the file changed? I'll look on our side as well.
- Callum RixYeah. I think it's in the shared drive somewhere. Give me a bit, I'll dig it out.
- Laura PenhaligonTake your time. While you look, can we do owners? I'd like one named person for each connector on your side, one admin, and someone who signs off the weekly check. Toby, does that sit with you?
- Toby WestwoodSort of. I'll be the escalation point, I'm not going to be the one clicking around in it. Callum does the admin, and I'd put someone from finance on the weekly check, but I'll confirm who.
- Laura PenhaligonThat's fine. Put the name in your email afterwards and I'll record it against the plan. Who do the invoices go to, the finance inbox or a named person?
- Toby WestwoodThe finance inbox, but whoever reads it changes. I'll sort that out.
- Laura PenhaligonGood. Thanks. Callum, have you found it yet?
- Callum RixGot it. The file's being written to a new folder. So the connector's been looking at the old one.
- Laura PenhaligonThat's useful. To be precise, the connector itself is fine. The source moved, so we need to update the path on our side. I'll put the fix in writing today, so you have it for the record.
- Callum RixOh, so it's not broken, it's just looking in the wrong place.
- Toby WestwoodGood. That's the sort of thing I want to hear. Not a fault, just a change we can follow.
- Laura PenhaligonExactly. Let's move on to day one. Callum, which teams are logging in first?
- Callum RixOps and customer service, mainly. Dispatchers want to see exceptions, and the account team wants invoices next to the jobs. That's the bit they keep asking about.
- Toby WestwoodThe account team is the big ask. They've been flicking between three screens for years.
- Laura PenhaligonThat's the value case, so it's good to hear it in their words. Can we agree a first training slot for the account team before the end of the month? I'll check the calendar and come back with two options.
- Toby WestwoodYes. Leave that with me, and Callum will confirm who needs to be in it.
- Callum RixWill do. Oh, and can we confirm what happens when someone leaves? Their access, I mean.
- Laura PenhaligonGood question. We'd remove their access on your side, and we'd check the admin list at the same time. I'll write that up with the owners.
- Toby WestwoodYeah, we've had old logins hanging around before, so it's worth doing properly.
- Laura PenhaligonCallum, have you had a chance to look at the saved search yet? The dispatchers asked for a view they can keep.
- Callum RixNot yet, I've been on the export. Can we pick that up at the review?
- Toby WestwoodSorry, I'm going to have to drop off in a few minutes. Can you send me the summary?
- Laura PenhaligonYes, I'll send it today. It'll have the owners, the fix for the tracking feed, and the training slot once it's agreed.
- Toby WestwoodPerfect. Cheers.
- Callum RixCan we book the first review for next week, ideally Wednesday afternoon?
- Laura PenhaligonI'll check and put options in the summary.
- Laura PenhaligonRight, I think that's everything. Thanks both. Speak soon.
- Callum RixCheers, Laura.
- Toby WestwoodBye.
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