Hepscott Recruitment / BG-Demo – Onboarding
Callcompleted
Hepscott Recruitment · 26 Sep 2023 10:30
Onboarding call with Hepscott's operations manager and resourcing coordinator. Finance is holding an invoice pending a purchase order number. The desk was caught out by overnight refresh timing. The mailbox connector is live.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call with Hepscott's operations manager and resourcing coordinator. Finance is holding an invoice pending a purchase order number. The desk was caught out by overnight refresh timing. The mailbox connector is live.
What happened: Callie Brennan raised an open invoice. Nichola Hogg said finance have it on hold until it matches the order form, and Chantelle Errington said no purchase order number has come back from the office manager.
Customer view: Chantelle called the last few weeks frustrating, because a placed candidate showed as not placed before the overnight refresh. Callie apologised for not explaining the timing earlier.
Commercial: This looks like a customer admin hold, not a value complaint, though the evidence does not show the invoice amount or its status in accounting. Callie will send an order form summary and pass the detail to Daniel.
Watch: Quiet clients are still marked active in the CRM, which makes answers look wrong. Early trust on data quality is fragile.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Callie Brennan sends Nichola Hogg the order form summary with tier and seats the same afternoon.
- Daniel follows up with Nichola on the open invoice.
- Chantelle Errington sends the status list before the training call, and Callie adds the refresh timing to the setup note.
Risks
As at Fri 9 Oct 2026- Finance is holding an open invoice until a purchase order number is found, which could turn into a payment delay.
- Stale status fields and overnight refresh timing are producing answers the desk thinks are wrong.
- The customer described the first weeks as frustrating, which could dent early confidence.
Opportunities
As at Fri 9 Oct 2026- A clear order form summary and setup note on refresh timing can rebuild confidence before training.
- The live mailbox connector is a visible early win for the consultants.
Transcript
Callie BrennanMorning, both. Right, we're on the same plan as last time, so I'll go straight through it. Mapping, the mailbox, and then the thing I wanted to raise.
Nichola HoggGo on, I've got a feeling I know what it is.- Callie BrennanProbably, but I'd rather say it properly. There's an invoice that's still open, and I've been asked to make sure we're not losing track of it.
- Nichola HoggYeah, finance have got it on hold. They want it to match the order form before they release it, and our purchase order thing is stuck.
Chantelle ErringtonWe haven't got a purchase order number for it yet. I've asked the office manager twice and got nothing back.- Callie BrennanOkay, I'm not going to chase a payment, that's not my side. I'll pass the detail to Daniel so he can take it from here. Is there anything you need from us to help that along?
- Nichola HoggJust a clear note of what the order form says, so I can show finance. Nothing else.
- Callie BrennanThat I can do. I'll send you the order form summary this afternoon, with the tier and the seats written out, so finance have what they need.
- Chantelle ErringtonThanks. It's been a bit of a frustrating few weeks, honestly, with the desk asking why the answers aren't right.
- Callie BrennanTell me what's been wrong. Was it the status field, or the refresh?
- Chantelle ErringtonA bit of both. Someone searched for a candidate we'd placed and it came back as not placed, because the record hadn't refreshed yet.
- Callie BrennanThat's the refresh timing. Records update overnight, so anything changed during the day shows up the next morning. I should have spelt that out earlier, and I'm sorry it caught you out.
- Nichola HoggRight, so if someone updates a placement at four, they won't see it until the next day.
- Callie BrennanExactly. We'll put that in the setup note so the desk knows. And the status field, Chantelle, did you get a chance to tidy it up?
- Chantelle ErringtonSome of it. Not all. The quiet clients are still marked active on a few records.
- Callie BrennanThat's fine, let's take the worst ones first. I can run a list of records where active hasn't moved in months, and you can check them against what you know.
- Chantelle ErringtonYes please, that'd save me hours.
- Nichola HoggAnd the mailbox? Did IT ever send the access?
- Callie BrennanIt came through this week, so the connector is live and loading. Records indexed are climbing as expected, so the mailbox side is healthy.
- Nichola HoggGood. The consultants will be pleased, they've been asking about that since the start.
- Callie BrennanRight, so next steps. You send me the status list, I send the order form summary, and Daniel comes back to you on the invoice. I'll also run the training call as planned, once the list is tidy.
- Chantelle ErringtonSounds like a plan. I'll get the list to you before the training.
- Callie BrennanBrilliant, thanks Chantelle. Nichola, anything else from your side?
- Nichola HoggNo, that's it. Just get the invoice sorted before finance start chasing me.
- Callie BrennanI'll pass that on word for word. Thanks both, speak soon.
- Chantelle ErringtonThanks, bye.