Brightcombe Veterinary / BG-Demo – Kickoff
Callcompleted
Brightcombe Veterinary · 24 Sep 2026 11:15
Kickoff with Rosalind Pidgeon and Bryony Vosper. Invoices agreed as the first connector, owners named, and Rosalind raised adding people later, which Hollie Grieve parked as a renewal conversation.
What was said
What this says
As at Fri 9 Oct 2026Kickoff with Rosalind Pidgeon and Bryony Vosper. Invoices agreed as the first connector, owners named, and Rosalind raised adding people later, which Hollie Grieve parked as a renewal conversation.
What happened: Hamza Akhtar took the customer through three connectors: visits, invoices and queries. Bryony will own visits and invoices, and Rosalind will name a farm-client lead for queries by the end of the week.
Customer view: Rosalind wants the invoices to line up with the contract, which she said is £22k a year. Success at three months means people ask B-Viz rather than ask her where an invoice is.
Commercial: Rosalind asked when to look at adding people. Hollie said that is a renewal conversation and depends on the team asking for more. The team is fifteen people, so seat headroom is not yet shown.
Watch: Bryony wants invoice data checked against their own system before anyone trusts a figure. Two welcome emails were swallowed, and she asked that adoption measures not become a league table.
Themes
As at Fri 9 Oct 2026Theme
Kickoff and connector plan
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- Hamza Akhtar to send the owner sheet and resend the welcome email to the group.
- Rosalind Pidgeon to name the farm-client lead for the queries connector by the end of the week.
- Hollie Grieve to set up the first check-in with the leads for the week after go-live.
Risks
As at Fri 9 Oct 2026- Invoice data must match the customer's own system before the team will trust it.
- Old visits feeds that nobody recognises could delay the first connector.
- Some staff may resist asking B-Viz questions, and a league table was ruled out.
Opportunities
As at Fri 9 Oct 2026- Rosalind asked about adding people later, a possible user expansion once the team is asking for more.
- Success measured by questions asked per person gives a basis for a value case at renewal.
Transcript
Hamza AkhtarMorning all, can you hear me? Good. Right, I'm Hamza, I'll be running the set-up with you, and Hollie's here for the longer haul.
Hollie GrieveMorning. Hi Rosalind, hi Bryony. Lovely to finally see faces. I'll be your day-to-day contact after go-live, so bear with my questions.
Rosalind PidgeonMorning. Thank you, both of you. We've been counting down to this for weeks, half the practice has been asking me when it starts.
Bryony VosperHi. Sorry I'm late, the clinic phone rang as I came in. I'm the one who'll be fighting with the systems, so I'll be the one asking the awkward questions.- Hamza AkhtarThat's exactly who we need. Shall we go through the plan? I'd like the connectors and the owners agreed today, and the detail follows from there.
- Hollie GrieveBefore that, Rosalind, has the team been able to log in yet? Or is that still to do?
- Rosalind PidgeonSome of us have. Bryony's had a go, the rest are waiting for the welcome email to land properly. We're fifteen people in total, so it's not a huge group, but it's a lot for one email.
- Bryony VosperTwo people's inboxes have already swallowed it, if I'm honest.
- Hamza AkhtarHappens everywhere. Bryony, we'll resend to the group, you don't need to chase it. Let's start with the connectors.
- Hamza AkhtarSo the first connector is the visits system, the one that shows what each farm's team went out to. Second is the invoices. Third is the queries, which are the questions people ask B-Viz.
- Bryony VosperThe visits system's the big one. We're still tidying it up, there are a couple of old feeds nobody's quite sure about.
- Hamza AkhtarThat's exactly what the first week's for. We map what's live, and we switch off what's dead rather than connect everything.
- Rosalind PidgeonGood. Bryony, the invoices are the priority, not the visits. The farm-client team lives in the invoices. I've got the contract open, it says £22,000 a year, and I want the invoices to line up with that.
- Hamza AkhtarYes, the annual figure is the one we invoice against, so that's the check we'll do first. Bryony, invoices first.
- Bryony VosperAgreed. Invoices first, and I'll get the access sorted this week.
- Hollie GrieveWho's the owner for each connector? Bryony, is that you on the visits and invoices, and someone else on the queries?
- Bryony VosperMe on the visits and invoices. The queries I'd rather hand to the farm-client leads, they'll know what questions people actually ask.
- Rosalind PidgeonI'll nominate one of the leads. I'll have a name to you by the end of the week.
- Hamza AkhtarPerfect. That's three connectors and three owners, roughly. I'll write it up as the owner sheet and send it straight after.
- Hollie GrieveSorry, I've been thinking about the adoption side. Rosalind, what does success look like at the three month mark?
- Rosalind PidgeonHonestly? People stop asking me where the invoice is, and they ask the thing itself. And the farm-client team's using it without me chasing.
- Hollie GrieveThat's the best answer I've had all week. So we'll measure questions asked per person, and I'll check in on who's using it.
- Bryony VosperMeasure it, but please don't make it a league table. Some people are going to hate having to ask the computer a question.
- Hollie GrieveFair. No league table. Just a view so we know if it's working.
- Hamza AkhtarOkay, the security side is covered in the set-up. Bryony, is anything in the written plan not clear?
- Bryony VosperJust the access rules for the invoice system. I'll check with our finance people before I give anyone permissions.
- Hamza AkhtarGood, check first. Don't give access you can't take back.
- Rosalind PidgeonSorry, the practice manager's just at the door. Carry on.
- Hollie GrieveRight. Usage. You've had one ticket since the contract started, from what I can see, and it's closed. Nothing you need to worry about.
- Bryony VosperThat was me. Sorry. I couldn't find the login page.
- Hollie GrieveNo apology needed, that's exactly what the ticket queue is for. And it's closed.
- Rosalind PidgeonI'd like to talk about the rest of the year. When do we look at adding people?
- Hollie GrieveThat's a renewal conversation, not today. But the honest answer is when the team's asking for more, not when we'd like to sell more.
- Hamza AkhtarLet's get the first connector live and then we can talk about users. I'd rather not promise anything before the data's flowing.
- Hamza AkhtarRight, back. The plan: connectors in the first two weeks, testing with Bryony, then the team's logins, then the first farm-client check-in. Does that feel right?
- Rosalind PidgeonIt feels right. I'd like the first check-in with the leads, not with me. They're the ones who'll say if it's wrong.
- Hollie GrieveAgreed. Shall I set that up for the week after go-live?
- Rosalind PidgeonYes please.
- Bryony VosperCan we look at the invoice data again? I want to be sure it matches our system before anyone trusts a figure.
- Hamza AkhtarAbsolutely, that's a check I'd always do. We compare a sample of invoices against the source.
- Hollie GrieveOkay, I think we've covered it. Summary: owners agreed, invoices first, check-in with the leads, and Bryony checks access with finance. I'll send the notes.
- Rosalind PidgeonThank you. This has been really useful.
- Hamza AkhtarThanks all. Speak soon.
- Hollie GrieveBye all, see you on the next one.
Callsmade from