Moggill Creek Distributors / BG-Demo – Onboarding
Callcompleted
Moggill Creek Distributors · 23 Feb 2026 09:15
Onboarding call where the credit feed was cutting out part way. A line break in the export was found and fixed during the call. Usage is thin, Belinda is the only admin, and Kylie raised an overdue invoice.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call where the credit feed was cutting out part way. A line break in the export was found and fixed during the call. Usage is thin, Belinda is the only admin, and Kylie raised an overdue invoice.
What happened: Hamza admitted the credit connector was behind the order form commitment. Belinda found a line break in the customer notes column, stripped it, and the credit count started climbing again.
Customer view: Kylie said her team keep asking when they can use it, and that only a couple of people have logged in properly. After the fix, a test question on Ipswich credit holds surfaced an account she needed to ring.
Commercial: Kylie said one invoice is overdue and accounts keep chasing it. Hamza passed it to Amara, the customer success manager, and did not discuss money.
Watch: Belinda is the only admin on a Starter subscription, and the branch manager session waits on a steady feed.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector delay
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza to send Kylie a plain update on what is fixed and what is not.
- Belinda to set up access groups and send the login list.
- Amara to follow up the overdue invoice with Kylie's accounts team.
Risks
As at Fri 9 Oct 2026- The credit connector missed the live-within commitment in the order form, and the delay is slowing adoption.
- Belinda is the only admin, so a single absence blocks any access change.
- Kylie reports an overdue invoice that accounts keep chasing.
Opportunities
As at Fri 9 Oct 2026- A branch managers session could widen use beyond Kylie and Belinda once the feed is steady.
- The Ipswich credit-hold test showed value Kylie could act on straight away.
Transcript
Hamza AkhtarMorning Kylie, morning Belinda. Can you both hear me okay?
Kylie DwyerLoud and clear. Belinda's still finding her headset.
Belinda MossI'm here, sorry, the other screen froze. Go on.- Hamza AkhtarNo rush. How's the week been on your side?
- Kylie DwyerBusy. Delivery queries from the trade stores all morning, and nobody can see the credit position without ringing accounts.
- Hamza AkhtarThat's exactly what we're here to fix. Let's look at where the connectors are, and I'll be straight with you about where we're behind.
- Belinda MossThe store accounts feed is in. The credit file is still coming through in bits though.
- Hamza AkhtarIn bits how?
- Belinda MossHalf the rows just stop partway. I think it's the export from the old system timing out, but I don't want to guess in front of you.
- Hamza AkhtarFair. Can you share your screen so we can look at it properly?
- Hamza AkhtarI can see it. The store accounts look good. The credit count hasn't moved since last week, so something's stuck upstream.
- Kylie DwyerThat's what worries me. We were told it would be quick, and my team keep asking me when they can use it.
- Hamza AkhtarI completely get that. The order form commits us to the connectors being live within the agreed time, and we're not there on the credit feed yet.
- Kylie DwyerSo what's the plan? I need to tell the branch managers something today.
- Hamza AkhtarI'll go through the export logs with Belinda and send you a plain update tomorrow, with what's fixed and what isn't.
- Belinda MossI can pull the logs. Just don't expect them to be pretty.
- Hamza AkhtarHa, I've seen worse. Let's keep moving and come back to the feed.
- Kylie DwyerHonestly the bigger problem is usage. Only a couple of us have logged in properly.
- Hamza AkhtarThat's what I wanted to raise. Low use usually means people don't trust the answers yet. Once the credit data is in, that should change.
- Kylie DwyerMakes sense. Can we get the branch managers in for a short session?
- Hamza AkhtarYes, after the feed is fixed, so they're not trying it on half the data.
- Belinda MossAgreed. Send me names and roles and I'll set up access.
- Kylie DwyerI'll send that today. And before you ask, there's one invoice that's overdue on our side. Accounts keep chasing it.
- Hamza AkhtarI'll not get into money on this call. That's for Amara, your customer success manager, and whoever handles payments on your side. I'll make sure she follows up.
- Kylie DwyerThanks. I'd rather it went through her than sat in my inbox.
- Belinda MossOkay, I've got the logs open. The export cuts out on the second page of the credit file, every time.
- Hamza AkhtarSecond page every time makes me think of a line break or an odd character in one field. Can you check the notes column?
- Belinda MossHang on. Yes, there's a line break in the customer notes. I think that's it.
- Hamza AkhtarThen strip the line breaks in the export and run it again. I'll watch the count.
- Belinda MossRunning it now. It'll take a few minutes.
- Kylie DwyerWhile we wait, the branch managers want to know if they'll only see their own stores.
- Hamza AkhtarYou can set it that way, with a wider view for the people who need it. Belinda will set the groups up once the names come through.
- Belinda MossMy worry is I'm the only admin here. If I'm off sick, nobody can change anything.
- Hamza AkhtarThat's a fair risk. Let's add a second admin on your side in the next week. Probably someone in IT, or whoever Kylie thinks fits.
- Kylie DwyerI'll check with my manager.
- Belinda MossThe credit count's climbing again. It moved in the last few minutes.
- Hamza AkhtarGood. Let's test it on one store we know. Can you ask it which accounts at the Ipswich stores are on credit hold?
- Belinda MossOkay. It's given us a list. Two of them I'd have expected, one I didn't.
- Kylie DwyerThe one I didn't expect is the one I need to ring about. That's exactly what would have saved us a call last week.
- Hamza AkhtarThat's the test. Let's keep it to that and build from there.
- Belinda MossRight, I'll set the access groups up this afternoon and send you the login list.
- Hamza AkhtarPerfect. I'll confirm the session date for the branch managers once Amara's back to me.
- Kylie DwyerGreat. Thanks both. I'm glad we looked at it rather than waiting.
- Hamza AkhtarMe too. Speak tomorrow, Kylie. Cheers, Belinda.
- Belinda MossCheers.
- Kylie DwyerThanks, bye.
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