Carrowkeel Software / BB-Demo – Kickoff
Callcompleted
Carrowkeel Software: documents · 2025-08-19 15:30
Kickoff for Carrowkeel's Growth brain. Aoife wants to see agency groups at the edge before the renewal conversation. The usage mapping sheet is loose, and Niamh may be the only person asking questions at first.
What was said
What this says
Current to 11 Oct 26Kickoff for Carrowkeel's Growth brain. Aoife wants to see agency groups at the edge before the renewal conversation. The usage mapping sheet is loose, and Niamh may be the only person asking questions at first.
What happened: Esther Quaye recapped Growth, forty licensed users at £41,800 a year, term to 14 Aug 2026. Hamza Akhtar walked through connectors, the Snowflake setup and an eight-week plan.
Customer view: Aoife Mulcahy framed the purpose as seeing agencies at the edge before the renewal conversation, not after it. Ronan Healy, Head of IT, wants the Snowflake access note in writing before he creates anything.
Watch: Niamh Fogarty's agency mapping is described as living, so product usage is the hard connector. Niamh expects to ask most questions at first, and Esther logged widening the group as a check at the first review.
Commercial: The 14 Aug 2026 term end has passed. The evidence does not show what happened at renewal.
Themes
Current to 9 Oct 26Theme
Growth kickoff and connectors
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar sends Ronan Healy the written Snowflake access note the next day.
- Niamh Fogarty shares a copy of the mapping sheet by the end of that week, and Hamza loads it as a reference table.
- Esther Quaye sends a written summary of owners and dates and reviews usage first at the next meeting.
Risks
Current to 9 Oct 26- Agency group mapping is inconsistent across helpdesk, CRM and usage data, so the usage connector may load wrongly or merge groups.
- Niamh Fogarty may be the main person asking questions at first, a key-person risk.
- A helpdesk change by customer IT could make a connector quietly stop loading.
Opportunities
Current to 9 Oct 26- Forty licensed users against a small first group leaves headroom to widen adoption across customer success, support and finance.
- Aoife's three Monday questions give a clear test of value to show before renewal.
Transcript
Esther Quaye NoneHello, afternoon everyone. Can you all hear me alright?
Aoife Mulcahy NoneAfternoon, Esther! Loud and clear. Niamh is just sorting her laptop, she'll be a minute.
Hamza Akhtar NoneHi all, Hamza here. I'm the implementation consultant, so I'll be the one living in your systems for the next few weeks. Is my camera alright? Good.
Ronan Healy NoneAfternoon. Ronan from IT. Apologies in advance, I might drop in and out, we've a VPN problem rumbling on this side. Hopefully it holds.
Niamh Fogarty NoneHi, sorry, I'm here now. Afternoon all. Got a bit lost between two meeting links.- Esther Quaye NoneNot at all, we're all here. Thanks for making the time. Just so we're aligned on how I'd like to run this: I'll recap what you've bought, then Hamza takes you through the plan, then we agree owners. There are no open tickets yet, which is right for a kickoff, and I've logged the questions Aoife sent over last week so we can hit them as we go.
- Aoife Mulcahy NoneGrand, let's do it. And I'll say up front what I care about, because it frames everything. I want to see which agencies are at the edge before the renewal conversation, not after it. That's the whole reason we bought this.
- Esther Quaye NoneThat's exactly how I've written it down. So, the recap. You're on Growth, forty licensed users, contracted at £41,800 a year, and the term runs to 14 Aug 2026. Growth gives you up to eight connectors, the dashboards builder and a quarterly review with me. Does that match what you remember signing?
- Aoife Mulcahy NoneIt does. Forty seats is more than we need on day one, mind. We'll start with customer success and a few people from support and finance.
- Esther Quaye NoneThat's fine, and it leaves you headroom. Hamza, over to you.
- Hamza Akhtar NoneThanks, Esther. So the way I'd think about it is three layers. First, we connect the sources you care about. Second, the brain indexes them into your own Snowflake account, so nothing leaves your environment. Third, your people ask questions and build pages on top. Today is mostly about the first layer, and who owns what.
- Ronan Healy NoneCan I jump in on the Snowflake bit, because that's my main worry. When you say it runs in our account, what actually gets created? Do I have a new database, a new role, what am I signing off?
- Hamza Akhtar NoneFair question. You'd create a dedicated database and a service role with only the permissions it needs, and we work through that role. You can see every object it makes, and you can revoke it whenever you like. I'll send you a short note listing exactly what we ask for, so you're not taking my word for it in a call.
- Ronan Healy NoneYeah, a note would help. I'd want it in writing before I create anything. And who on your side can touch the data?
- Hamza Akhtar NoneOnly me during implementation, and only through that role, and I'd expect that access to be switched off once we're live unless you want it kept for support. That's your call, not ours.
- Ronan Healy NoneRight. Okay. That's more or less what I hoped to hear. Let me see the note and I'll come back to you.
- Esther Quaye NoneI've logged that, Ronan, the written note on access. Hamza, can you get that to him this week?
- Hamza Akhtar NoneTomorrow, yes. I'll copy Esther.
- Aoife Mulcahy NoneHamza, can I ask the connector question now? Because it's the one I keep coming back to. What I want is support tickets, renewals and product usage, all by agency group. Which of those is easy and which is going to hurt?
- Hamza Akhtar NoneHonest answer: tickets and renewals are the straightforward ones, they're standard sources and we've done them many times. Product usage is where it gets interesting, because it depends how your product writes it out and how an agency group is identified there. Niamh, you'd know that better than anyone.
- Niamh Fogarty NoneYeah. So, the thing is, an agency group isn't one clean field. In the helpdesk it's one name, in the CRM it's slightly different, and in the usage data it's often an account identifier that maps to several branches. I keep a mapping sheet, but it's, let's say, living.
- Aoife Mulcahy NoneLiving is generous.
- Niamh Fogarty NoneIt's mostly right! It's mostly right. But if we feed it in as it is, I'd want someone to look at the odd ones.
- Hamza Akhtar NoneThat's useful, and it's normal. What I'd suggest is that you share the sheet, I load it as a reference table, and we flag anything that doesn't match rather than guessing. Then Niamh decides what the odd ones are. I don't want to make up your agency groups for you.
- Niamh Fogarty NoneI'd be happy with that. Better than me finding out later that two groups got merged.
- Esther Quaye NoneI've logged that as an action for Niamh, the mapping sheet, and for Hamza, the reference table. Just so we're aligned, nobody is changing the sheet itself on your side, Niamh, it's a copy.
- Niamh Fogarty NonePerfect, a copy. Thank you.
- Aoife Mulcahy NoneOkay, and then the renewals. We track those in the CRM, but honestly the dates are only as good as whoever last updated them. Is that going to be a problem?
- Hamza Akhtar NoneIt'll show up, which is actually the point. The brain will tell you what the record says, and where you also have order forms or invoices connected it can show where they disagree. I'd rather it surfaced a stale date than hid it.
- Aoife Mulcahy NoneGrand. Show me the usage, that's all I'll say. That's the bit I want to see first.
- Esther Quaye NoneUnderstood, and I'll make that the first thing we review when we meet again. Hamza, could you talk through the timeline? I think it's helpful for Ronan to hear when he's needed.
- Hamza Akhtar NoneOf course. Rough shape: the first week is access and the first connector, so that's where Ronan matters most. Then the next couple of weeks we add the others one at a time and check the records are landing properly. Then we get your first users in, in a small group, and widen from there. Growth implementations take about eight weeks end to end, and I'd rather be a bit under than over.
- Ronan Healy NoneSo for me it's, what, the first fortnight and then I'm on call for the odd thing?
- Hamza Akhtar NoneRoughly, yes. The first fortnight is the busy bit for you. After that it's mostly if a source changes, a password rotates, that kind of thing.
- Ronan Healy NoneFine. I can live with that. Who do I tell if we change something in the helpdesk setup? We do that more than we'd like.
- Hamza Akhtar NoneTell me, or Esther. If a source changes shape, a connector can quietly stop loading, so a heads-up saves everyone a bad week. I'll set up a shared channel so it's a one-line message.
- Aoife Mulcahy NoneRonan, you'll be in that channel. No excuses.
- Ronan Healy NoneNoted, noted. Sorry, you cut out there for a second. Say again?
- Esther Quaye NoneJust that you'd be in a shared channel with Hamza and me. A heads-up when anything changes in a source.
- Ronan Healy NoneYeah, that's fine. Sorted.
- Aoife Mulcahy NoneCan I say something about adoption? Because I've been burned before. We buy a tool, three people love it, everyone else forgets. How do we avoid that?
- Esther Quaye NoneThat's a good one to raise now. What tends to work is picking a small number of real questions people already ask each week, and showing them the brain answering those. Not a feature tour. Aoife, what are the questions your team asks every Monday?
- Aoife Mulcahy NoneOh, easy. Which agency groups have gone quiet in the product. Which have more tickets than usual. Which renewals are coming up and what's happened with them since the last one. That's the Monday meeting, basically.
- Hamza Akhtar NoneThen that's our test. If by the end of onboarding the brain answers those three without anyone opening a spreadsheet, we've done the job. I'll write them at the top of the plan.
- Niamh Fogarty NoneI'd be the one asking them most to start with, I think. Is that a problem if it's mostly me?
- Esther Quaye NoneNot at the start, but it's worth watching. I'd rather you weren't the only person asking in three months, so we'll widen the group deliberately. I've logged that as something to check at the first review.
- Aoife Mulcahy NoneFair. I'll make sure a few of my team are in the first group, then. Not just Niamh.
- Esther Quaye NoneLovely. Right, owners. Let me read back what I have and you tell me if it's wrong. Niamh owns the mapping sheet and is the admin day to day. Ronan owns access and the Snowflake setup. Aoife is the sponsor and decides who is in the first group. Hamza owns the connectors and the plan. And I'm the person to ring if anything is stuck.
- Aoife Mulcahy NoneThat's right. Ronan, you're all right with that?
- Ronan Healy NoneYes. Send me the access note and I'll get going.
- Hamza Akhtar NoneTomorrow, as promised. And Niamh, if you can share the mapping sheet by the end of the week, I'll have the reference table ready for when the first connector is live.
- Niamh Fogarty NoneEnd of the week, yes. I'll tidy the worst of it first, so don't judge me.
- Hamza Akhtar NoneNo judgement. Everyone's sheet looks like that.
- Esther Quaye NoneMany thanks, all. I'll send a written summary after this with the owners and the dates, and the next call is the onboarding session with Hamza. Anything else before we stop?
- Aoife Mulcahy NoneNo, that was grand. Thanks a million, everyone.
- Esther Quaye NoneLovely. Speak soon, then. Bye now.
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