Carrowkeel Software / BB-Demo – Onboarding
Callcompleted
Carrowkeel Software: documents · 2025-08-27 14:45
Hamza Akhtar showed the first connector (helpdesk tickets) live and the brain answering a ticket question. A handful of agency groups did not match the mapping sheet. Aoife Mulcahy left happy but knows it is tickets only.
What was said
What this says
Current to 11 Oct 26Hamza Akhtar showed the first connector (helpdesk tickets) live and the brain answering a ticket question. A handful of agency groups did not match the mapping sheet. Aoife Mulcahy left happy but knows it is tickets only.
What happened: On the 27 Aug 2025 onboarding call, Hamza showed the helpdesk connector indexing and the nightly refresh running. A handful of agency groups failed to match Niamh Fogarty's mapping sheet because of trading names against legal names.
Customer view: Aoife was nervous that wrong grouping would skew every agency answer without her knowing. She was reassured that unmatched items are listed, and said she was properly happy after the first answer.
Commercial: The customer has 40 seats and the tickets view is the first third of the picture. Renewal and usage answers, which Aoife wants most, depend on the CRM and usage connectors still to come.
Watch: Niamh dislikes depending on BB-Demo to reload a spreadsheet. Hamza promised a later session to let her update the reference table herself.
Themes
Current to 9 Oct 26Theme
First connector, mapping gaps
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Niamh Fogarty sends the corrected mapping sheet and a read-only CRM user.
- Aoife Mulcahy sends names for the first user group by Friday.
- Hamza Akhtar connects the CRM, checks usage data and writes up the call.
Risks
Current to 9 Oct 26- Unmatched agency groups in the mapping sheet could skew every answer by agency group if they are not fixed.
- A tickets-only view could be over-read before the CRM and usage connectors are in.
- Niamh does not want to depend on BB-Demo to reload the sheet.
Opportunities
Current to 9 Oct 26- Connecting the CRM and product usage moves the brain toward the renewal view Aoife wants, within the Growth connector limit.
- A small first user group, then wider rollout, uses the 40 seats on the subscription.
- A short training session with Esther joining builds adoption among the customer success team.
Transcript
Hamza Akhtar NoneHello, hello. Afternoon, Niamh. Can you hear me?
Niamh Fogarty NoneAfternoon, Hamza, yes. Bit of an echo on my side, hang on, I'll put the headphones in.- Niamh Fogarty NoneBetter? Is that better?
- Hamza Akhtar NoneMuch better. Aoife's not here yet, I think she's finishing another call.
Aoife Mulcahy NoneI am here, I am here, sorry! One of our big agencies had a question about their renewal and I couldn't leave it. Afternoon, both.- Hamza Akhtar NoneNo problem at all. Right, I'll share my screen and walk you through where we are. Can you see the admin page?
- Niamh Fogarty NoneI can, yes. Very empty, but yes.
- Hamza Akhtar NoneVery empty, you're right, and that's partly why we're on this call. So, where we are. Ronan's team created the database and the role last week, and the first connector is live. Records are indexing, you can see the count going up here, and the nightly refresh has run twice now.
- Aoife Mulcahy NoneWhich connector is that one? The tickets?
- Hamza Akhtar NoneYes, the helpdesk, so your support tickets. I started there because it's the cleanest and it gives you something real to ask questions about quickly. The CRM for renewals is next, and I need Niamh's help with that one.
- Niamh Fogarty NoneOkay. So what do you need from me?
- Hamza Akhtar NoneTwo things. First, a read-only user in the CRM that I can connect with. Second, I'd like to go through the mapping sheet with you, because I've loaded it as a reference table and a few agency groups didn't match.
- Niamh Fogarty NoneOh no. How many didn't match?
- Hamza Akhtar NoneA handful, nothing dramatic. Mostly names where the helpdesk has a trading name and the sheet has the legal one. I'll put them on screen. Here, this one for instance.
- Niamh Fogarty NoneRight, yes. That's one group, two names. That's mine, I should've put both in. I'll fix it.
- Aoife Mulcahy NoneAnd this is what I was nervous about, if I'm honest. If the grouping is wrong then every answer by agency group is a bit off, and I won't know.
- Hamza Akhtar NoneWhich is why I'd flag them rather than guess. Anything that isn't matched shows up in this list, so you can see exactly what's outside the groups. Nothing is hidden.
- Aoife Mulcahy NoneGrand. That's what I want. Show me the usage and show me what you're not sure about.
- Niamh Fogarty NoneCan I ask something practical? When I fix the sheet, do I send it to you again, or does it update on its own?
- Hamza Akhtar NoneFor now, you send it and I reload. Once we're live I can show you how to update the reference table yourself, because you're the admin and it shouldn't need me. We'll do that in a later session.
- Niamh Fogarty NoneGood. I don't love being dependent on someone else for a spreadsheet.
- Hamza Akhtar NoneNobody does. Right, let me show you the actual brain, since you've both been patient. I'll switch to the chat. Aoife, give me a question.
- Aoife Mulcahy NoneOkay. Which agency groups have raised more tickets than usual recently?
- Hamza Akhtar NoneLet's see. It takes a few seconds. There. It gives you the groups, the ticket counts and the period it's comparing against, and it lists which tickets it used.
- Aoife Mulcahy NoneOh, that's good. That's actually good. Two of those I'd have guessed. One I wouldn't.
- Niamh Fogarty NoneThe third one is a smaller group that onboarded recently. They're probably just asking how-to questions. Can you filter by category?
- Hamza Akhtar NoneYou can ask it. Try, show me the categories for that group.
- Niamh Fogarty NoneMm. Yes, so mostly how-to. As I thought. Not a worry, then, just new.
- Aoife Mulcahy NoneThat's the sort of thing I'd have spent half a morning on. Okay. I'm properly happy now.
- Hamza Akhtar NoneI'll take that. One caveat, though, and I want to be straight about it. This is tickets only. It can't tell you anything about product usage or renewals until those connectors are in, so please don't read too much into it yet.
- Aoife Mulcahy NoneUnderstood. It's the first third of the picture.
- Hamza Akhtar NoneExactly. And on users, at the moment it's the three of us poking around, which is fine for now. Aoife, you decide who comes in first. I'd suggest a small group so we can fix things before it's everyone.
- Aoife Mulcahy NoneI'll pick a few from my team and one from support. Can I send you names by Friday?
- Hamza Akhtar NoneFriday's fine. You've got forty seats, so there's plenty of room, we're just not rushing.
- Niamh Fogarty NoneDo they need training, or can they just start asking?
- Hamza Akhtar NoneThey can just start, but I'd do a short session, thirty minutes or so, showing the Monday questions Aoife mentioned. Esther said she'd be keen to join that too.
- Aoife Mulcahy NoneGreat. Let's do that the week after next, once the CRM is in.
- Hamza Akhtar NoneThat works. So, to recap, because I don't want to leave this vague. Niamh, you're sending me the corrected sheet and a read-only CRM user. Aoife, you're sending me names by Friday. I'm connecting the CRM and then looking at usage data, and I'll tell you if I find anything odd in the mapping. I'll write it all up this afternoon.
- Niamh Fogarty NonePerfect. I'll do the CRM user first thing tomorrow, before I forget.
- Aoife Mulcahy NoneAnd I'll hold you both to it. Thanks a million, Hamza. Genuinely useful.
- Hamza Akhtar NoneCheers, both. Speak soon.
- Niamh Fogarty NoneBye, Hamza. Bye, Aoife.
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