Carrowkeel Software / BB-Demo – Onboarding
Callcompleted
Carrowkeel Software: documents · 2025-09-01 14:45
Planning call on which systems to connect first. Aoife Mulcahy wants usage per agency group to prepare a renewal, but identifiers differ across systems and the mapping sheet is only mostly right, so usage comes after helpdesk and CRM.
What was said
What this says
Current to 11 Oct 26Planning call on which systems to connect first. Aoife Mulcahy wants usage per agency group to prepare a renewal, but identifiers differ across systems and the mapping sheet is only mostly right, so usage comes after helpdesk and CRM.
What happened: On the 1 Sep 2025 planning call, Hamza Akhtar agreed an order of helpdesk first, CRM next, and usage once the mapping is cleaned. Niamh Fogarty owns the helpdesk credential and the mapping, and will ask IT about the CRM.
Customer view: Aoife said the reason they bought the brain is to see usage before a renewal conversation. She would rather have all three sources at once but accepted the sequence.
Commercial: The customer is on Growth with 40 users licensed and up to eight connectors. Aoife and Niamh offered four test questions that define what a good answer looks like.
Watch: Niamh has month-end reporting competing for her time, and the CRM sits with IT, who want a reason in writing.
Themes
Current to 9 Oct 26Theme
Connector order and mapping
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Niamh Fogarty tidies the mapping by the end of the following week and sets up the helpdesk credential.
- Aoife Mulcahy and Niamh send their test questions to Hamza Akhtar.
- Hamza Akhtar sends the read-only access note for IT and a plan for the connectors.
Risks
Current to 9 Oct 26- Product usage has never been joined to the helpdesk or CRM and the agency identifier differs between systems.
- The mapping sheet is only mostly right and Niamh has month-end reporting competing for her time.
- CRM access sits with IT, so the credential could delay the renewal view.
Opportunities
Current to 9 Oct 26- Usage per agency group ahead of renewals is the value Aoife says she bought the brain for, on the Growth tier.
- Four written test questions give a clear measure of when the brain is working.
- Customer success managers and finance joining would use more of the 40 licensed users.
Transcript
Hamza Akhtar NoneHello, hello. Can you both hear me all right?
Aoife Mulcahy NoneLoud and clear, Hamza. Afternoon! Niamh's just dialling in from the other room, give her a second.
Niamh Fogarty NoneHi, sorry, I'm here. I had to go and find a charger.- Hamza Akhtar NoneNo bother at all. Afternoon, Niamh. Good to meet you properly, I've only seen your name on the paperwork so far. How's your Monday?
- Aoife Mulcahy NoneQuiet, which is the only reason I'm not firefighting. I've got one renewal I'm watching, a mid-sized agency group in the UK, and I'd love to know what their usage looks like before the conversation starts. That's really why we bought this.
- Hamza Akhtar NonePerfect, that's a good place to start then. So today is a planning call, not a demo. I want to leave with a list of which systems we connect first, who owns each one on your side, and what you'd like to see working by the end of the first couple of weeks. Does that sound right?
- Aoife Mulcahy NoneGrand, let's do it.
- Niamh Fogarty NoneCan I ask a daft question first? When you say connect, does that mean the brain copies our data somewhere, or is it reading it where it sits?
- Hamza Akhtar NoneNot daft at all. It's built and run inside your own Snowflake account, so the data lands there, under your control. Nothing goes off to a separate BB-Demo store. Your security people will like that when they ask.
- Niamh Fogarty NoneRight. Good. Because our data protection lead will definitely ask.
- Hamza Akhtar NoneOf course. So you're on Growth, forty users licensed, and that tier takes up to eight connectors. You don't need to use all of them on day one. What are the three or four sources that matter most for the agency view?
- Aoife Mulcahy NoneSupport tickets first, no question. Then the CRM, because that's where the renewal dates and the contract owners live. Then product usage, per agency group. That's the one I really want, show me the usage.
- Niamh Fogarty NoneProduct usage is the awkward one. It comes out of our own platform database, and I don't think it's ever been joined to the helpdesk or the CRM properly. We have an agency identifier, but it's not the same in every system.
- Hamza Akhtar NoneMm. That's very common, honestly. We'd need a mapping between the identifiers. Is there a table somewhere, even a messy one?
- Niamh Fogarty NoneThere's a spreadsheet. I maintain it. It's, um, mostly right.
- Aoife Mulcahy NoneMostly right is generous, Niamh, but it's a start.
- Niamh Fogarty NoneFair. It's a start.
- Hamza Akhtar NoneOkay. Then I'd suggest we do the helpdesk and the CRM first, because those are tidy, and treat the usage data as the second step once your mapping has had a once-over. Does that feel like the right order?
- Aoife Mulcahy NoneI'd rather have all three at once, if I'm honest. But I take the point. What's the realistic gap between the first two and the usage one?
- Hamza Akhtar NoneA week or so, probably, if Niamh can get me the cleaned mapping. It's the cleaning that takes the time, the connector itself is quick.
- Niamh Fogarty NoneI can have the mapping tidied by end of next week. Is that okay? I've got the month-end reporting as well.
- Aoife Mulcahy NoneNext week's fine. Just tell me if it slips, don't let it sit.
- Hamza Akhtar NoneLovely. Now, access. For the helpdesk I'll need an admin to create a read-only API credential. For the CRM, similar. Niamh, is that you, or does it sit with someone in IT?
- Niamh Fogarty NoneHelpdesk is me. The CRM is a colleague in IT, I'd have to ask them. They tend to want a reason in writing.
- Hamza Akhtar NoneThat's fine. I'll send you a short note you can forward, saying exactly what's read, what's not, and that it's read-only. Saves you writing it.
- Niamh Fogarty NoneThat would be brilliant, thanks.
- Aoife Mulcahy NoneCan I ask about users? We've forty seats. I'm thinking my customer success managers, Niamh, and probably someone from finance for the renewals. Is that daft, spreading it that wide so early?
- Hamza Akhtar NoneI wouldn't say daft. I'd say start small and let it grow. If your managers see something useful in the first fortnight they'll come back. If they see an empty brain they won't.
- Aoife Mulcahy NoneThat's fair. So the first fortnight is mostly you and Niamh, and me poking at it.
- Hamza Akhtar NoneExactly that. And your account owner Sophie and the CSM, Elena, will pick up once we're live, for the first review.
- Aoife Mulcahy NoneElena I've spoken to already, lovely. Is there anything we should have agreed on the success side, before we go off and connect things?
- Hamza Akhtar NoneOne thing. Decide what a good answer looks like. If I ask the brain which agency groups have fewer tickets but less usage than a quarter ago, what would you do with that? Having three or four questions like that written down means we know when it's working.
- Aoife Mulcahy NoneOh, I've got those. Which agencies have stopped using the new features, which ones are raising more tickets about the same thing, and which have renewals coming up with low usage. I'll send them over.
- Niamh Fogarty NoneAnd I'd add one. Which agencies had a ticket answered slowly. Because we never really know.
- Hamza Akhtar NoneGood, that's four. Send them over, both of you, and I'll turn them into the first things we test. Right, I'll recap so we're clear. Helpdesk first, CRM next, usage after the mapping is cleaned. Niamh does the helpdesk credential and the mapping, and asks IT about the CRM with my note. Aoife sends the questions. I send the note and a plan for the connectors.
- Aoife Mulcahy NoneThat's it. Perfect. Anything you need from me beyond that?
- Hamza Akhtar NoneJust a bit of patience in the first week. It'll look quiet until the data is in.
- Aoife Mulcahy NoneI can do patience. Thanks a million, Hamza.
- Niamh Fogarty NoneThanks, both. Speak soon.
- Hamza Akhtar NoneCheers, both. Speak soon.
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