Carrowkeel Software / BB-Demo – Demo
Callcompleted
Carrowkeel Software: documents · 2025-06-18 11:00
Demo to Carrowkeel's customer success and operations team. Aoife Mulcahy said she wants to proceed but needs her boss to see it. Sophie Ling will send a Growth proposal of £53,800 with a signing target of Friday 1 August 2025.
What was said
What this says
Current to 11 Oct 26Demo to Carrowkeel's customer success and operations team. Aoife Mulcahy said she wants to proceed but needs her boss to see it. Sophie Ling will send a Growth proposal of £53,800 with a signing target of Friday 1 August 2025.
What happened: Hannah Lowe demonstrated the agency page, the at-the-edge query and a review dashboard. Siobhán Nolan said she would use the review view the next day.
Customer view: Niamh Fogarty's worry was a helpdesk field rename that silently broke reports. She called the same-day flagging of a stalled connector better than what they have.
Commercial: The proposal is for Growth at £53,800, implementation included. Aoife wants a slot with her boss and asked for Hannah to join it.
Watch: Aoife has not yet got her boss's agreement. Niamh is waiting on a written access summary per connector, and the agency identifier needs to be consistent between helpdesk and usage data.
Themes
Current to 9 Oct 26Theme
Growth demo, boss sign-off pending
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Sophie Ling to send the Growth proposal with the 1 Aug 2025 signing target.
- Hannah Lowe to send the written access summary per connector and the architecture diagram.
- Hannah Lowe to join Aoife Mulcahy's session with her boss if technical questions arise.
Risks
Current to 9 Oct 26- Aoife Mulcahy still needs her boss to see the demo before the Growth proposal can move.
- Inconsistent agency identifiers between helpdesk and usage data could slow the mapping.
Opportunities
Current to 9 Oct 26- Growth tier with the dashboard builder, which Siobhán Nolan said she would use immediately.
- Questions asked by person gives Aoife a way to show adoption inside her team.
Transcript
Sophie Ling NoneMorning, everyone. I think that's all of us. Siobhán, lovely to meet you properly.
Siobhán Nolan NoneMorning. Likewise. Aoife's been telling me about this for weeks.
Aoife Mulcahy NoneI have, and I'll keep telling you. Hello, Hannah, hello, Niamh. Is it raining over with you, Sophie? It's lashing here.- Sophie Ling NoneGrey but dry. I'll take it. Right, I'll hand over to Hannah, who's our solutions engineer and will take you through the detail.
Hannah Lowe NoneThanks, Sophie. Hello, all. Before I show anything, can I ask what you most need to know today? Anya showed Aoife and Niamh the overview, so I don't want to repeat it. I'd rather spend the time where it counts.- Siobhán Nolan NoneFor me it's the day to day. When I'm preparing for an agency review, how do I get from a name to everything we know about them without opening five tabs?
Niamh Fogarty NoneAnd mine's still the plumbing. Who can see what, and what happens if a source changes. Last year someone changed a field in the helpdesk and half our reports quietly broke.- Hannah Lowe NoneThat's a good pair. Let me take Siobhán's first because it's the more visual, and then I'll come to Niamh's, because the short answer is reassuring and the longer answer is worth hearing.
- Hannah Lowe NoneSharing now. Bear with me, it takes a moment to pull the workspace up.
- Hannah Lowe NoneRight. So here's a page for an agency group. I've used sample records in the shape you'd have. At the top, the renewal date and the tier of their contract with you. Below that, tickets by category, and below that, usage over time. All of it is one page, and each line links back to the source.
- Siobhán Nolan NoneOh. That's the thing. And that's built automatically? I'm not setting up each page?
- Hannah Lowe NoneAutomatically. You'd set up the mapping once, which is mostly Niamh's work, and after that every agency group gets a page. To be precise, it's only as good as the keys that tie the systems together, so the agency identifier needs to be consistent between the helpdesk and your usage data.
- Niamh Fogarty NoneIt's mostly consistent. There are a couple of oddities. Agencies with two trading names, that kind of thing.
- Hannah Lowe NoneThose are normal. We'd list them in the design and agree how to treat each. I'd rather find them now than in week one.
- Aoife Mulcahy NoneCan you ask it the one I always ask? Which agencies are at the edge?
- Hannah Lowe NoneYes. I'll phrase it as which groups have fewer questions asked of their support team and fewer logins this quarter, but renew in the next few months.
- Hannah Lowe NoneThere we are. Four groups come up. What I'd point out is that the system lists the evidence beside each, so you can see that one is a drop in usage, another is a run of unresolved tickets. It doesn't give you a score you'd have to take on trust.
- Siobhán Nolan NoneThat's more useful than a red, amber, green. Because I'd never believe the green.
- Aoife Mulcahy NoneHa. Right.
- Hannah Lowe NoneNow Niamh's question. Access first. The brain runs inside your Snowflake account, so access is governed by roles you already manage. If a person can't see a table in Snowflake, they can't ask the brain about it. We don't create a second permission system.
- Niamh Fogarty NoneSo I could hide, say, billing from the CSMs?
- Hannah Lowe NoneYou could, yes. That's done on your side, and I'll put that in writing so your security team can read the exact wording.
- Niamh Fogarty NoneAnd when a source changes? Like the field rename.
- Hannah Lowe NoneThe short answer is, it's flagged rather than silently broken. The longer answer is that a connector that stops loading shows up as records indexed going flat, and you'd see it in the admin view. It doesn't fix the rename for you, but you'd know the same day, not in a quarter's reporting.
- Niamh Fogarty NoneOkay. That's the bit I was worried about. That's honestly better than what we have.
- Hannah Lowe NoneGood. I'd rather not oversell it. It tells you, it doesn't repair.
- Siobhán Nolan NoneCan I ask about how my team would ask things? Is it chat only, or can I build something for the agency reviews?
- Hannah Lowe NoneBoth. Chat for the one-off questions, and Growth includes the dashboard builder for the views you want to repeat. Let me build a review view for you now, so you can see how long it takes.
- Hannah Lowe NoneThat took a few minutes, and most of that was me talking. Renewal date, ticket categories, usage trend, and a notes area. You could pin that to every agency group.
- Siobhán Nolan NoneI'd use that tomorrow. Honestly.
- Aoife Mulcahy NoneAnd on adoption, can I see which of my own CSMs are asking questions? So I know it's being used, and not just bought.
- Hannah Lowe NoneYes. Questions asked, by person, over time. That's the single best measure of whether it's earning its place, and it's visible to admins.
- Aoife Mulcahy NoneGrand, let's do it. Well. Let's do the next step, anyway. I still need my boss to see this.
- Sophie Ling NoneUnderstood, and that's what I'll cover. The proposal is for Growth, with a total of £53,800, implementation included. I'll send it with the date we've been working to, Friday 1 August 2025, as the signing target.
- Aoife Mulcahy NoneSend it and I'll get a slot with him. Could Hannah join that, if he has technical questions?
- Hannah Lowe NoneHappy to. Send me the time and I'll make sure I'm there.
- Niamh Fogarty NoneAnd the written access summary, Hannah? Before the end of the week if possible.
- Hannah Lowe NoneI'll write it up per connector and send it today or tomorrow, along with the architecture diagram. Thanks, Hannah, as they say. Sorry, that's my sign-off habit.
- Siobhán Nolan NoneHa. Thanks, everyone. That was worth the hour.
- Aoife Mulcahy NoneThanks a million, all. Speak soon.
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