Commondale Care / BG-Demo – Onboarding
Callcompleted
Commondale Care · 9 Apr 2024 11:45
First onboarding call with Kayleigh Pounder. Four connectors planned for the first month, email deferred, admin cover still open, and a lookup table of about a dozen unmatched homes awaiting check. Call recorder login still outstanding.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call with Kayleigh Pounder. Four connectors planned for the first month, email deferred, admin cover still open, and a lookup table of about a dozen unmatched homes awaiting check. Call recorder login still outstanding.
What happened: Callie Brennan walked Kayleigh Pounder through the connector plan, data ownership and the first refresh. The call recorder login was still outstanding and gates the first refresh.
Customer view: Kayleigh was engaged but unsure of technical terms such as read only. She worried about mismatched home codes across eighteen homes.
Commercial: Four connectors are planned live in the first month, with email deferred until the mailboxes are agreed. Nothing on this call touches price or renewal. The risk is a slow go-live.
Watch: Admin cover is unresolved, with Lynne suggested but not confirmed. About a dozen homes need confirming, mostly renamed ones, and Lynne holds the detail.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connectors and owners
Importance
neutral
Sentiment
neutral
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie to send the setup note and the lookup spreadsheet after the call.
- Kayleigh to ask Lynne to confirm the renamed homes and whether she will be second admin.
- Callie to confirm the first refresh date on Thursday.
Risks
As at Fri 9 Oct 2026- The call recorder login was not yet in, which blocks the first refresh.
- Home codes in the CRM do not match cleanly for about a dozen homes, mostly renamed ones.
- No second admin is confirmed, so refresh cover depends on Lynne agreeing.
Opportunities
As at Fri 9 Oct 2026- Email can be added as a further connector once the home managers agree which mailboxes count.
Transcript
Callie BrennanMorning Kayleigh, can you hear me all right?
Kayleigh PounderYes, loud and clear. Sorry, I'm in the back office so there might be a bit of echo.- Callie BrennanNo, that's fine. Right, I've put the plan for the next hour in the chat, so shout if anything's missing. We'll go through the connectors, who owns what on your side, and then I'll walk you through the first refresh.
- Kayleigh PounderSounds good. Did the login I sent on Friday come through okay?
- Callie BrennanIt did, thanks. The care home system one is fine. The call recorder one I'm still waiting on, and that's the one I need before we switch on the refresh, so can you check it has the right permissions?
- Kayleigh PounderYes, I'll look after this. I think it's the same team that set up the CRM. Honestly I wasn't sure what they meant by read only.
- Callie BrennanThat's a fair question. What I need from your side is a service account that can read the call records and nothing that writes back. I'll put that in the setup note so you've got it in writing.
- Kayleigh PounderOkay. And the family contacts, are they coming from the CRM or the care home system?
- Callie BrennanBoth, which is why I wanted to go through it properly. Contacts sit in the CRM, incidents come from the care home system and the fee invoices come from the accounting system. Once those three are mapped, the per-home view you asked for should come out cleanly.
- Kayleigh PounderPer home, yes. We've got eighteen homes, so if the home codes don't match across systems that's going to be a nightmare.
- Callie BrennanExactly, that's the first thing I checked. The home codes match between the care home system and the accounting system, which is good news. The CRM uses its own ID, so I've built a lookup table and I'd like you to check it.
- Kayleigh PounderCan you send that as a spreadsheet? I'm better with a spreadsheet than a screen.
- Callie BrennanOf course. I'll send it after the call with a list of what I need you to confirm. There are about a dozen rows that don't match cleanly, mostly homes that changed name.
- Kayleigh PounderOh, the ones up in North Yorkshire. A couple changed name over the autumn. Lynne will know the details, she dealt with all that.
- Callie BrennanPerfect, that's really useful. Could you ask her to confirm those for me? Nothing urgent, but I'd like them before the first full refresh.
- Kayleigh PounderYes, I'll ping her. She's in and out today, so it might be tomorrow before she comes back to me.
- Callie BrennanTomorrow's fine. The other thing I want to agree is owners. Who gets the admin role on the B-Viz side? I'd suggest you as main admin, and a second person for cover, so if you're off someone can still run a refresh.
- Kayleigh PounderMe as main, yes. For cover I'm not sure. Trevor will want to see the invoices, but I don't think he needs admin rights.
- Callie BrennanNo, he doesn't. A read-only login for finance is plenty. Lynne for cover, maybe, if she's happy with that?
- Kayleigh PounderI'll ask. She'll probably say yes, she likes knowing how things work.
- Callie BrennanBrilliant. I'll put that as a pending item in the note, so it doesn't get lost.
- Kayleigh PounderSorry, hang on, someone's at the door. One second.
- Callie BrennanNo rush, take your time.
- Kayleigh PounderBack. Sorry, that was the agency nurse with a rota question. Where were we?
- Callie BrennanConnectors. The plan has four connectors live in the first month: the CRM, the care home system, the call recorder and the accounting system. Email comes later, once you've decided which mailboxes count.
- Kayleigh PounderMailboxes are a whole argument. Some of the home managers use shared inboxes and some use their own.
- Callie BrennanThat's normal. Let's leave email out of the first refresh and come back to it when you've talked to the managers. That keeps the first go-live clean.
- Kayleigh PounderGood, I'd rather do that than have half the managers in it by mistake.
- Callie BrennanAgreed. So the timeline in the plan: credentials this week, lookup check tomorrow, then the first refresh once the call recorder login is in. I'll confirm the date on Thursday.
- Kayleigh PounderThursday's fine. Can you check the refresh time too? We don't want it landing in the middle of the morning handover.
- Callie BrennanGood shout. It completes before seven in the morning on business days, so it'll be ready well before handover. I'll show you where to see the completion time.
- Kayleigh PounderSorry, I'm trying to find the login in the drawer, I wrote it on a sticky note and now I can't see it.
- Callie BrennanNo problem, I'll wait. Take your time, it's easier to find than to reset.
- Kayleigh PounderFound it. Yes, got it, the admin panel's exactly what I need.
- Callie BrennanGood. What I need from your side is the setup note confirmed, and then I'll send the connector invites.
- Kayleigh PounderSounds like a plan.
- Callie BrennanGreat. I'll send the setup note and the lookup today. Thanks, Kayleigh.
- Kayleigh PounderThanks Callie. Speak soon.
- Callie BrennanBye for now.
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