Carrowkeel Software / BB-Demo – Discovery
Callcompleted
Carrowkeel Software: documents · 2025-05-27 13:45
Aoife Mulcahy cannot see usage, tickets and renewal dates in one place and wants early warning on agency groups at the edge. Conor Daly wants the proposal in writing before commenting on £53,800.
What was said
What this says
Current to 11 Oct 26Aoife Mulcahy cannot see usage, tickets and renewal dates in one place and wants early warning on agency groups at the edge. Conor Daly wants the proposal in writing before commenting on £53,800.
What happened: Sophie Ling ran a discovery call with Aoife Mulcahy and Conor Daly. Aoife described four sources (helpdesk, CRM, a separate usage tool and her own spreadsheet) that she reconciles by hand.
Customer view: Aoife wants to walk into a renewal knowing what the group uses, raised and who has changed. Conor cares about retention numbers and would like fewer surprises in forecast renewals.
Commercial: Sophie pencilled Growth at £53,800, all-in with implementation, not an annual price. Conor would not comment on the figure and wants an order form he can check line by line.
Watch: Friday 1 Aug 2025 was only a working target for decisions, and Conor would not commit to it. Data access and what leaves their systems must be settled before anything starts.
Themes
Current to 9 Oct 26Theme
Renewal visibility, discovery
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Sophie Ling to send a short note, a demo checklist and a Snowflake description for engineers.
- Aoife Mulcahy to confirm the engineering contact and what data is shareable.
- Sophie Ling to send the written proposal and order form for Conor Daly to review.
Risks
Current to 9 Oct 26- Conor Daly will not commit to the 1 Aug 2025 target before seeing a written proposal.
- Data sharing and security questions must be settled before the demo on their own data.
- Aoife's renewal pressure at quarter end may outrun any realistic go-live.
Opportunities
Current to 9 Oct 26- Growth fits several customer success and support teams asking questions of the brain.
- A demo on Carrowkeel's own data could help the renewal conversation Aoife is watching.
Transcript
Sophie Ling NoneHello, Aoife, hello Conor. Good afternoon. Can you both hear me okay?
Aoife Mulcahy NoneHi Sophie, afternoon. I can hear you grand. Conor, you're on mute, I think.
Conor Daly NoneSorry. Afternoon both. Before we begin, just confirming the paperwork side: is there anything I'm expected to sign or agree to today?- Sophie Ling NoneNothing at all today, Conor. This is just a conversation so I can understand what you're trying to do. Anything on paper comes later and you'll see it all in writing first.
- Conor Daly NoneFair enough. Thank you. Carry on.
- Sophie Ling NoneLovely. So, I know the headline from the earlier emails, but I'd rather hear it from you in your own words. Aoife, what's going on in customer success that made you want to look at this?
- Aoife Mulcahy NoneOkay, so I'll start with a renewal I'm watching, because it's the sort of thing that keeps me up. We've a group of letting agencies, a good-sized one, coming up for renewal at the end of the quarter. And honestly I can't tell you if they're using the product more or less than last year. I'd have to ask three people and open four things.
- Sophie Ling NoneRight. And the four things being what, roughly?
- Aoife Mulcahy NoneSupport tickets in the helpdesk, the renewal dates and notes in the CRM, then product usage, which sits in a separate reporting tool our engineers built, and then my own spreadsheet, which I'm slightly embarrassed about.
- Sophie Ling NoneDon't be. Almost everyone I speak to has the spreadsheet. Who else uses that spreadsheet, or is it just you?
- Aoife Mulcahy NoneMostly me. My team look at it, but I update it. Which is a single point of failure, I know. If I'm off sick for a week it goes stale.
- Sophie Ling NoneMm. And when it goes stale, what actually happens? Is it a missed renewal, a surprise escalation?
- Aoife Mulcahy NoneSurprises, mainly. An agency group goes quiet and we only hear when they've already decided. I want to know which agencies are at the edge, early enough to do something about it. Not to chase them, just to get in front with the right help.
- Conor Daly NoneIf I may. From my side, it's the retention number. Renewals drive a lot of what I report. I don't see the product, but I see the revenue arrive or not arrive, and I'd like fewer surprises there too.
- Sophie Ling NoneThat's helpful, Conor, thank you. So the outcome you'd be after is seeing, per agency group, tickets, renewal date and how much they use the software, in one place, early enough to act. Have I got that right?
- Aoife Mulcahy NoneThat's it exactly. Per agency group, because the agencies roll up. One group can have a lot of branches, and the branches behave differently.
- Sophie Ling NoneOkay, that's an important detail. Tell me about that. How do you roll the branches up today? Is that clean in the data?
- Aoife Mulcahy NoneNot clean. There's a group name in the CRM but the helpdesk has the branch names, and the product has its own account ids. We've a mapping file. It's, yeah, it's mostly right.
- Sophie Ling NoneMostly right. I'd guess that's where the pain is. In the demo I'd want to use your real data, with the grouping as it stands, so you can see what it does with the untidy bits. Is that something you'd be comfortable with, once the right people agree on access?
- Aoife Mulcahy NoneShow me the usage, yes, on our own data is much better than slides. Grand, let's do it. Conor, we'd need to check what we can share?
- Conor Daly NoneYes. I would want to understand what leaves our systems and where it lives. Not today, but before anything starts.
- Sophie Ling NoneVery fair. I can say the way we work is that it's built and run inside your own Snowflake account, so the data isn't copied off to us. Is Snowflake something you already use?
- Aoife Mulcahy NoneWe do, the engineering and data folks have it. I'd have to loop them in properly, but they'll be happy it's not another place for the data to sit.
- Sophie Ling NoneGood. Then I'll make sure there's something short in writing for them, so you're not relaying it secondhand. Can I ask about the people? Who'd be asking the brain questions, day to day?
- Aoife Mulcahy NoneMy customer success managers, mainly. A handful of them. Then probably the support leads, when a case is escalated. And me, obviously, I'd be in there every morning. I'd love the account managers to use it too but one thing at a time.
- Sophie Ling NoneThat sounds like a sensible several teams to begin with, which is where Growth fits. What would you want to be true three months after going live, for you to say it was worth it?
- Aoife Mulcahy NoneI'd want to walk into the renewal conversation already knowing the story. What they use, what they've raised, who's changed on their side. And I'd want not to have updated a spreadsheet in weeks.
- Conor Daly NoneAnd for me, that renewals come in at the level the forecast said, or that I'm told sooner when they won't.
- Sophie Ling NoneUnderstood. Thank you. Now, so you're not guessing at the shape of this, let me say where we'd probably land and you tell me if it's way off. For Growth, the figure we've pencilled for this is £53,800, all-in, with the implementation included. That's the total for getting started, not an annual price, and I'll set it out properly in a proposal so you can see how it breaks down.
- Conor Daly NoneFair enough. I won't comment on the figure on a call. I would want it in writing, with exactly what is included and what the terms are, and I'd check the order form line by line.
- Sophie Ling NoneCompletely reasonable, and that's how I'd want you to do it. You'll have the order form to look over with nothing assumed.
- Aoife Mulcahy NoneSophie, can I ask, how long does the whole thing take before I'd see anything? Because of the renewal I mentioned, I'd love to have something to look at before the quarter ends, if that's even realistic.
- Sophie Ling NoneI'd rather not promise a date I don't own, Aoife. What I can do is have the implementation lead walk through the timeline with you after the demo, once we know which systems we're connecting. A demo on your own data can come much sooner than a full go-live, and that may be enough to help with that renewal conversation.
- Aoife Mulcahy NoneThat's honest, I appreciate it. Okay. A demo first, then.
- Sophie Ling NoneGood. So where I'd like to get to: we'd pencil in Friday 1 August 2025 as the point we'd hope to have decisions made, but only as a working target, nothing fixed. Conor, is that a sensible marker from your side?
- Conor Daly NoneIt's a marker. I'd not commit to it on a call. I'd say let's see the proposal first.
- Sophie Ling NonePerfect, that's exactly what it is. So, next steps, and tell me if I've missed anything. I send a short note today with what we discussed. I send a checklist of what we'd need to run the demo on your data, and a short description of how the Snowflake side works for your engineers. Aoife, you check with your data colleagues what's shareable, and we find a slot for the demo.
- Aoife Mulcahy NoneThat's it. I'll come back to you before the weekend with who in engineering is the contact. I never let a question sit over the weekend.
- Conor Daly NoneAnd I'll have the written proposal when it's ready. Thank you, Sophie. That was useful.
- Sophie Ling NoneThank you both, genuinely. Speak soon.
- Aoife Mulcahy NoneThanks a million, Sophie. Talk soon.
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