Yealmpton Accountants / BG-Demo – Onboarding
Callcompleted
Yealmpton Accountants · 3 Oct 2024 14:30
First onboarding call on 3 Oct 2024. Jenny wants only the tax team live first, fees hidden from staff. Zoe raised duplicates, departed clients and credential expiry. Actions sit with Zoe (export, old clients) and Jenny (sample review).
What was said
What this says
As at Fri 9 Oct 2026First onboarding call on 3 Oct 2024. Jenny wants only the tax team live first, fees hidden from staff. Zoe raised duplicates, departed clients and credential expiry. Actions sit with Zoe (export, old clients) and Jenny (sample review).
What happened: Callie Brennan walked Jenny Trethewey and Zoe Hocking through access, the first user group and refresh timing. The sync showed green on the connections page.
Customer view: Jenny wants to start small. She said "I don't want the whole firm in on day one." She accepted a 07:00 refresh on business days and liked the uncluttered sample view.
Commercial: This is a Starter deployment, built for one team, so scope is the tax team. Widening to other teams and the partners is a later opportunity, once people are comfortable.
Watch: Zoe was stretched by month end and the client export was late. Her worry about credentials expiring unnoticed is a connector risk, and fee visibility for staff must be set by role.
Themes
As at Fri 9 Oct 2026Theme
Starter onboarding setup
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- Zoe to export the client list and clear old clients at the source.
- Jenny to review the sample view and agree a review date.
- Callie to send the setup note and set a reminder on credential expiry dates.
Risks
As at Fri 9 Oct 2026- Credentials could expire unnoticed, as Zoe says happened with an earlier setup.
- Departed clients may appear in chat unless cleared at the source before go-live.
- Zoe is stretched by month end, so the client export and clean-up could slip.
Opportunities
As at Fri 9 Oct 2026- Widen beyond the tax team to other client managers and the partners once the first month goes well.
- Fee visibility by role gives the partners a distinct view to build on.
Transcript
Callie BrennanHi Zoe, hi Jenny, can you both hear me? Lovely. Right, here's the plan for the next hour. We'll check the connections first, then go through who gets a login, then sort the refresh timings so you know what to expect.
Jenny TretheweySounds good. Sorry, I'm on my phone for a minute, the signal in this office is hopeless.- Callie BrennanNo bother. Zoe, are you with us?
Zoe HockingI'm here. Sorry, I was hunting for the admin login. Yes, I've got the admin screen up now.- Callie BrennanBrilliant. Before we switch anything on, I want to confirm the access side. What I need from your side is the credentials in the shared folder, and confirmation that nobody has changed the password since we last spoke.
- Zoe HockingThey're in the folder. I put them there on Friday afternoon. I haven't touched the password since, I'd have said.
- Callie BrennanThat's exactly what I needed, thank you. Jenny, is there anyone on your side who needs an account first?
- Jenny TretheweyThe client managers, really. Everyone wants it. The partners are asking too, but I said they can wait until we've got the first team sorted. I don't want the whole firm in on day one.
- Callie BrennanThat's the right instinct. Starter is built for one team to begin with, so let's pick a sensible first group. Who do you have in mind?
- Jenny TretheweyThe tax team, I think. They live in client queries and deadlines all day. Fees too, if I'm honest, they chase those more than anyone.
- Zoe HockingCan I flag something? The tax team's folders don't line up with the client list. If we map from the folders we'll get duplicates, so I'd rather map from the client list.
- Callie BrennanYes, that maps cleanly for me, and it's the better route. Zoe, would you mind exporting that client list before the next session so I can check the names?
- Zoe HockingYes, no problem. Sorry, I should have sent it already, I got pulled onto month end.
- Callie BrennanMonth end eats everyone. Tomorrow's fine. So what will the team actually see when they log in? Jenny, what do they ask most days?
- Jenny TretheweyMostly, when is this due, and what's been billed. They don't need the whole client file, just the bits that stop a deadline slipping.
- Callie BrennanGood, that's a clear use case. I'll set up a sample view with real data so they can see it before anything goes live.
- Zoe HockingWill the sample include fee figures? Some of those are sensitive. Partners don't want everyone seeing what each client pays.
- Callie BrennanI'd rather you asked now. Fee visibility is set by role, so we can keep it off the sample for anyone who isn't a partner. I'll put it in the setup note.
- Jenny TretheweyMm. Yes, keep it off for the staff. The partners can see whatever they like, I suppose.
- Zoe HockingAnd the chat. Is that on by default? Only, I don't want people asking about clients who have left.
- Callie BrennanFair. Chat answers from whatever is in the refresh, so departed clients only show if the source still has them. It's worth clearing those out at the source before go-live.
- Zoe HockingRight. Okay. We've got a long list of old clients. Ugh.
- Jenny TretheweyIt's not that long, Zoe. Well, it's longer than I'd like.
- Callie BrennanLet's leave that as an action for Zoe, alongside the export. Now the timings. On business days the refresh should be complete by seven in the morning, so the team has fresh data before they start. Does that work?
- Jenny TretheweySeven is fine. Half of them don't get in before nine anyway.
- Callie BrennanGood, plenty of margin. We'll confirm the first live refresh once the sample view is signed off, and I'll send the note today.
- Zoe HockingCan I ask about the connections? The last time someone set something up here, the credentials expired and nobody noticed for a week.
- Callie BrennanThat's a really useful thing to raise. I'll set a reminder on the credential expiry dates before we finish, and I'll show you where the status page is so you can check it yourself.
- Zoe HockingGreat. Yes, I'd like to see that.
- Callie BrennanShare your screen for me, Zoe, and we'll go to the connections page.
- Zoe HockingSharing now. Can you see it? There's a bit of a delay on mine.
- Callie BrennanI can see it. That maps cleanly, the sync is green. Jenny, do you want to see what the tax team will see?
- Jenny TretheweyGo on then. Oh, that's a lot less cluttered than I expected.
- Callie BrennanThat's the idea. We'll keep it to deadlines and billing for the first month, then widen it once people are comfortable. Shall we pick the review date for the sample view?
- Callie BrennanRight, I think we've covered everything. Zoe, you've got the export and the old clients. Jenny, you've got the sample to review. I'll send the note today. Thanks, Callie.
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