Kaltenbrunn Medizintechnik / BB-Demo – Onboarding
Callcompleted
Kaltenbrunn Medizintechnik · 2026-06-02 12:30
Kai Petersen reported that ticket records stopped growing after a form change, with no warning in the brain. Laura Penhaligon confirmed the mapping fix and the count is moving again. Single sign-on is the next blocker.
What was said
What this says
Current to 13 Oct 26Kai Petersen reported that ticket records stopped growing after a form change, with no warning in the brain. Laura Penhaligon confirmed the mapping fix and the count is moving again. Single sign-on is the next blocker.
What happened: The 2 Jun 2026 onboarding call opened with the ticket connector. Records had stopped growing after the service team added a required field, and the connector skipped rows that did not fit.
Customer view: Kai confirmed in the admin view that the count was moving again. He only noticed the stall by comparing with the customer's own system, which is the quiet staleness the brain should flag.
Commercial: The customer is licensed for a hundred and fifty users and has only a handful of service managers on the brain so far. Single sign-on is held up by IT, which blocks widening to key accounts.
Watch: Christina Möller was absent and wants a summary with sources. An IT backup still needs admin rights, and form changes must be flagged to BB-Demo in advance.
Themes
Current to 9 Oct 26Theme
Stalled ticket connector fix
Importance
neutral
Sentiment
mixed
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon sends the exact single sign-on request for IT, to be handed over on Thursday.
- Kai Petersen reviews the second page of the mapping sheet and marks uncertain hospitals in yellow.
- Laura and Kai add the IT backup as an admin.
Risks
Current to 9 Oct 26- Customer form changes can silently stall a connector, and the customer noticed only by comparing with its own system.
- Single sign-on is blocked on an unanswered IT request, which holds back wider rollout across the licensed users.
- The IT backup does not yet have admin rights in the brain.
Opportunities
Current to 9 Oct 26- Key accounts are the planned next user group, with plenty of licensed room on Enterprise.
- The freshness check and amber marker can be set up to alert Kai and the IT backup.
Transcript
Laura Penhaligon NoneAfternoon, Kai. Hope lunch was good. Can you see my screen yet?
Kai Petersen NoneAfternoon, Laura. Not yet. Ah, now yes. Lunch was a sandwich at my desk, so, you know.- Laura Penhaligon NoneSame here, to be honest. Christina isn't joining today?
- Kai Petersen NoneNo, she is at a hospital site this afternoon. She said I should take notes and send her the summary. She will want it with sources, of course.
- Laura Penhaligon NoneOf course she will. Right, today I'd like to do three things. Look at where the ticket connector is, go through the mapping of hospital names, and talk about the ticket you raised last week.
- Kai Petersen NoneGood. The ticket first, maybe? It is the one thing bothering me.
- Laura Penhaligon NoneSure. Remind me of the symptom in your own words, and I'll cross-check with what support wrote.
- Kai Petersen NoneSo the service ticket records were loading, then one morning the number of records stopped growing. Nothing in the brain said it was broken. It just stayed the same, day after day, and I only noticed because I was comparing with our own system.
- Laura Penhaligon NoneMm. That's the awkward kind, where it looks fine and is quietly stale. And what had changed on your side around then?
- Kai Petersen NoneOur service team added a new required field to the ticket form. I did not think it would matter.
- Laura Penhaligon NoneThat would do it. The connector expected the old shape and quietly skipped the rows that didn't fit. Support has fixed the mapping, and the records should have caught up. Can you check on your side?
- Kai Petersen NoneOne moment, I open the admin view. Yes, the count is moving again, and the latest ticket is from this morning. Good.
- Laura Penhaligon NoneGreat. For the future, I'd like you to tell us before form changes like that. Even a one-line message to me is enough. Otherwise we only learn from the symptom.
- Kai Petersen NoneYes, I will. I have to tell the service team as well, they change things without thinking about downstream.
- Laura Penhaligon NoneEveryone does, don't worry. It's one of the reasons we watch the record counts. Now, can I show you the freshness check? It's on the connector page.
- Kai Petersen NonePlease.
- Laura Penhaligon NoneSo that's the pattern: the nightly refresh finishes early in the morning, and if the record count is flat for several days you'll see the amber marker. You'd want to set that alert to go to you and to the backup in IT.
- Kai Petersen NoneOkay. I think I understand. The backup is a colleague in IT, Christina confirmed it, but I have to check that he has the right role in the brain.
- Laura Penhaligon NoneGood thought. He'll need admin rights, so let's add him together before we finish. Now the hospital names. You sent the list of differences, thank you, it was very useful.
- Kai Petersen NoneI tried to be complete. Some of the hospitals are written three ways. A university hospital can appear with the city name, with the abbreviation, and with the old name before the merger.
- Laura Penhaligon NoneYes, that's the exact thing. So the approach is: the CRM name is the master, and I've built a mapping sheet with your variants alongside. Let me share it. Tell me where I've guessed wrong.
- Kai Petersen NoneOkay, I see it. This one is wrong, these are two different sites of the same group, they should stay separate. Service contracts are different for each.
- Laura Penhaligon NoneGood catch, that's precisely what I wanted. I'll split them. Anything else on the first page?
- Kai Petersen NoneNot on the first page. Let me scroll. The second page has the Austrian hospitals and I am less sure about those, I would have to ask the colleague in key accounts.
- Laura Penhaligon NoneFine. Take the sheet, ask them, and mark anything uncertain in yellow. I'd rather have an honest yellow than a confident wrong answer.
- Kai Petersen NoneThat is also how Christina would say it, I think. Which hospital, what is the source.
- Laura Penhaligon NoneHa, yes, I've picked up the catchphrase already. Right, let's talk users for a minute.
- Kai Petersen NoneSo at the moment it is only the people who came to the first sessions. Service managers, mainly. They ask questions about a hospital before a review meeting.
- Laura Penhaligon NoneThat's a healthy start, a handful of regular people. When you widen it, I'd bring key accounts in next, exactly as Christina said. And you have plenty of room: you're licensed for a hundred and fifty.
- Kai Petersen NoneYes. I do not want to rush. But the single sign-on is the next blocker, IT has not yet answered.
- Laura Penhaligon NoneOkay, that's worth chasing. I'll send the exact request IT needs, with the technical details, so they don't have to guess. Can you give it to the right person on Thursday?
- Kai Petersen NoneYes, I give it to the colleague who handles the identity system. I will copy you in.
- Laura Penhaligon NoneLet me recap. Ticket connector is flowing again and you'll warn us before form changes. You review the second page of the mapping sheet and mark uncertain ones. I send the single sign-on request. We add the IT backup as an admin. Did I miss anything?
- Kai Petersen NoneNo, that is everything. I will write it up for Christina with the sources, as she likes.
- Laura Penhaligon NonePerfect. Thanks, Kai. Speak soon, and thanks for being so thorough.
- Kai Petersen NoneThank you, Laura. Bye for now.
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