Moggill Creek Distributors / BG-Demo – Onboarding
Callcompleted
Moggill Creek Distributors · 10 Feb 2026 09:45
Onboarding call on 10 Feb 2026. The delivery query connector failed to authenticate and its record count was flat, then loaded. Fifteen seats fit the launch group, single sign-on is wanted, and support ownership was agreed.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 10 Feb 2026. The delivery query connector failed to authenticate and its record count was flat, then loaded. Fifteen seats fit the launch group, single sign-on is wanted, and support ownership was agreed.
What happened: Belinda Moss reported the helpdesk connector could not authenticate, probably after a service account password change. Hamza Akhtar watched the count move and delivery queries loaded, but he said the old credential may only be holding for now.
Customer view: Kylie Dwyer is the business owner and says three branch staff keep asking when they can start. She wants store, delivery and credit data in one place, and raised that nobody picked up the last time she rang.
Commercial: Launch use fits inside the fifteen seats. Belinda wants Microsoft 365 single sign-on before go-live, so access control matters to her.
Watch: The new credential sits with IT, outside Belinda's control. Until it is issued the connector could go stale, and the support worry needs a clear route.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connectors and access
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Belinda raises the new service credential with IT and sends Hamza the tenant name.
- Hamza re-runs the delivery connector once the new credential is in.
- Kylie tells the three waiting staff that access is coming soon.
Risks
As at Fri 9 Oct 2026- The delivery connector depends on a new service credential held by IT, and the working one may lapse.
- Kylie said nobody picked up the last time she rang, which is a support confidence risk.
- Some users still hold old trial logins until single sign-on is in place.
Opportunities
As at Fri 9 Oct 2026- Three branch staff are already asking for access, which shows demand beyond the launch group.
- Kylie wants the credit side alongside store and delivery data, which could deepen use.
Transcript
Hamza AkhtarMorning Belinda, morning Kylie. Can you both hear me all right?
Kylie DwyerHearing you fine, Hamza. Belinda's still on her first coffee, aren't you?
Belinda MossMm, I'm here. Sorry, the badge reader on the warehouse door was playing up. Can you hear me?- Hamza AkhtarLoud and clear. Right, this is the onboarding call. Kylie's our champion, Belinda's running the admin side. Anything you want off your chest before we start?
- Kylie DwyerOnly that three people have asked me since last week when they can start using it. Can I tell them anything yet?
- Hamza AkhtarYeah, we'll get there. Quick run through first, then I'll tell you exactly what's live today.
- Belinda MossGo on.
- Hamza AkhtarSo the agenda. Accounts are set up, your team has seats, and today I want to check the sources connect properly and agree who owns what. Sound right?
- Kylie DwyerSounds right. Can we do the owners bit first? If I don't know who to ring, I'm stuck.
- Hamza AkhtarFair. We'll do it at the end, I'll make sure we don't run out of time. Belinda, where are we on the connectors?
- Belinda MossSo the accounting system is through, and the store account list is coming in from the CRM. The delivery query thing, the one that reads from the helpdesk, that's where I'm stuck.
- Hamza AkhtarOkay, what's the error saying?
- Belinda MossHang on, let me share. It's saying it can't authenticate. I think somebody changed the password on the service account and nobody told me.
- Hamza AkhtarClassic. That's fixable. Can you open the connector settings and tell me what the last successful sync shows?
- Belinda MossYeah, give me a sec. It's just, um, sitting there. Sorry, the screen's frozen.
- Belinda MossOkay, it's back. Last successful sync says yesterday, but the record count hasn't moved.
- Hamza AkhtarThat's the flat count. It's connected but not reading anything new. Can you reset the service account credentials for me?
- Belinda MossI can't, IT hold the keys to that one.
- Kylie DwyerCan you not do it yourself, Belinda?
- Belinda MossNo, it's in a different team's vault. I'll raise it this afternoon. Hamza, what do I ask for?
- Hamza AkhtarA new service credential with read access to the delivery tables, and add you as the named contact. Then I can re-run the connection from my side.
- Belinda MossOkay. Writing that down.
- Kylie DwyerCan I jump in on the users side while she's doing that? The three people asking me are all in the branches, and they'll log in on their phones.
- Hamza AkhtarAbsolutely. How many people do you need on at launch?
- Kylie DwyerWe've got fifteen seats, so fifteen. It's the customer service team plus the two branch managers who asked for it.
- Hamza AkhtarGood, that fits inside the fifteen. Are they all on the same sign-in?
- Belinda MossNot yet. Some still have the old logins from the trial. I'd like to move them to Microsoft 365 single sign-on before we go live, otherwise we're managing passwords again.
- Hamza AkhtarAgreed, that's the better shape. Can you send me the tenant name afterwards?
- Belinda MossWill do.
- Kylie DwyerCan I ask something a bit cheeky? Who's actually ringing us when it breaks?
- Hamza AkhtarGood question, and it's the one we need to nail today. Let's come back to it, I want to finish the connectors first.
- Kylie DwyerFine. Only because last time I rang, nobody picked up.
- Hamza AkhtarI'm running the check from my side now, give me a minute to watch it load.
- Belinda MossTake your time.
- Belinda MossIt's moving. Records indexed is climbing now.
- Hamza AkhtarGood. It's pulling the store accounts. Can you see the delivery queries yet?
- Belinda MossNot yet. Still on the store accounts.
- Kylie DwyerHamza, when the store accounts are in, can I see the credit side with them? That's the bit my team keeps asking about.
- Hamza AkhtarYes, that's the whole point. Store, delivery and credit in one place. Once the delivery connector is green, you'll be able to check that yourself.
- Belinda MossOkay, delivery queries have come through, the count's moving. I think it's working.
- Hamza AkhtarNice. That might be the old credential still holding for now. We'll still need the new one for the long run.
- Belinda MossYep, I'll still raise it.
- Kylie DwyerRight, owners. So who do we ring?
- Hamza AkhtarFor anything commercial or about how the team is using it, your customer success manager. For anything broken, the support desk. Belinda's your admin, Kylie's the business owner.
- Kylie DwyerAnd the branch managers? They'll ring me first, they always do.
- Hamza AkhtarThat's fine, you triage, and Belinda handles the access requests. Just keep the support desk in the loop for anything technical.
- Kylie DwyerOkay. That helps, honestly.
- Belinda MossCan we agree that single sign-on request goes through me and not the branches?
- Hamza AkhtarYes, definitely. One route in for access, so nobody gets locked out in the middle of a shift.
- Kylie DwyerThanks, that's clear now.
- Hamza AkhtarNext steps: I'll send the notes today. Belinda raises the credential with IT, and sends the tenant name. I'll re-run the delivery connector once the new credential is in.
- Belinda MossYep, sounds right.
- Kylie DwyerAnd I'll sort the three people who've been asking, and tell them they're getting access soon.
- Hamza AkhtarPerfect. Speak soon, both of you.
- Kylie DwyerCheers, Hamza.
- Belinda MossBye.
- Hamza AkhtarBye, both.
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