Auerhain Industrietechnik / BB-Demo – Onboarding
Callcompleted
Auerhain Industrietechnik: documents · 2026-06-22 08:15
Two weeks after launch, Auerhain's Lena Becker and Markus Hofmann report regular use, four self-built dashboards, fresh data and no major issues. Mobile access was raised but is not a priority.
What was said
What this says
Current to 11 Oct 26Two weeks after launch, Auerhain's Lena Becker and Markus Hofmann report regular use, four self-built dashboards, fresh data and no major issues. Mobile access was raised but is not a priority.
What happened: Ollie Pearson ran the onboarding check-in on 22 Jun 2026 with Lena Becker and Markus Hofmann. They reported regular use, no lag and a working nightly refresh.
Customer view: Lena said four people have built their own dashboards and one account manager now asks all his questions via the brain instead of moving between Salesforce and Zendesk. She closed by saying it is going better than expected.
Commercial: Mostly healthy early adoption. Mobile access was requested by a couple of users, but Lena said it is probably not a priority.
Watch: One of the ten service staff has not logged in yet, which Markus called a management conversation. The handover to Daniel in the CSM team and the 30-day check-in are the next points to land well.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Ollie Pearson to put the 30-day check-in on the customer's calendar.
- Daniel from the CSM team to take over and run quarterly QBRs on adoption and usage trends.
Risks
Current to 9 Oct 26- One of the ten service staff has not yet logged in.
- Handover from the implementation consultant to the CSM team could lose momentum.
Opportunities
Current to 9 Oct 26- Mobile access was raised as a possible enhancement request for the product team.
- Growing dashboard building and single-interface querying support a deeper rollout through the CSM's quarterly QBRs.
Transcript
Ollie Pearson NoneHi both. We're a couple of weeks post-launch. How's it going?
Lena Becker NonePretty good. The team's using it regularly. Four people have built their own dashboards.
Markus Hofmann NoneNo major issues. One person had a login problem but we sorted that out.- Ollie Pearson NoneGood to hear. Are people finding queries quick? Any lag?
- Markus Hofmann NoneNope. Fast as expected.
- Ollie Pearson NoneAnd the data, is it fresh? You noticing any stale Salesforce or ticket data?
- Lena Becker NoneNope. The nightly refresh seems to be working as promised.
- Ollie Pearson NoneExcellent. Any feature requests or things people want to do but can't?
- Markus Hofmann NoneA couple of people asked about mobile access.
- Ollie Pearson NoneThe brain's web interface works on phones, but it's not optimised for it. If mobile is a must-have, that's an enhancement request we can take to the product team.
- Lena Becker NoneProbably not a priority right now. But good to know.
- Ollie Pearson NoneWhat about adoption? Are all ten service staff active?
- Markus Hofmann NoneMost are. One person hasn't logged in yet, but that's a management conversation.
- Ollie Pearson NoneFair. Adoption is usually highest in week two and three. You'll see patterns emerge. The heavy users are usually the ones who see value fastest.
- Lena Becker NoneOne of our account managers is asking all his questions via the brain now instead of hopping between Salesforce and Zendesk.
- Ollie Pearson NoneThat's exactly the use case. That's the value.
- Markus Hofmann NoneWhen do we get the 30-day check-in?
- Ollie Pearson NoneEnd of next week. I'll send a calendar invite. We'll review usage metrics, any support tickets we've handled, and get your feedback on what's working and what's not.
- Lena Becker NoneAnd then?
- Ollie Pearson NoneAfter that, Daniel from our CSM team takes over. You'll do quarterly QBRs with him. He'll look at adoption, usage trends, and any opportunities to go deeper with the brain.
- Markus Hofmann NoneWill you still be around if there's a technical issue?
- Ollie Pearson NoneI'll hand off to support, but if there's something complex, I'm the escalation. Usually takes a day to get resolved.
- Lena Becker NoneGood. This is going better than expected.
- Ollie Pearson NoneThat's great to hear. I'll get the 30-day check-in on your calendar by Monday. Cheers, both.