Carrowkeel Software / BB-Demo – Onboarding
Callcompleted
Carrowkeel Software: documents · 2025-09-08 11:15
Second onboarding call. Helpdesk connector is loaded and the CRM connector waits on IT. Agency mapping is about two thirds done. Aoife wants users invited only once usage data is in. She is watching a renewal this week.
What was said
What this says
Current to 11 Oct 26Second onboarding call. Helpdesk connector is loaded and the CRM connector waits on IT. Agency mapping is about two thirds done. Aoife wants users invited only once usage data is in. She is watching a renewal this week.
What happened: Hamza showed helpdesk tickets inside the brain and asked it for ticket counts by agency group. The CRM connector waits on IT, who want to know which fields get read.
Customer view: Aoife wants to see which agencies are at the edge, quietly, before anyone tells her. She asked to hold invitations until usage data is in so people see something worth asking about.
Commercial: Niamh is the admin with forty seats on Growth, and only the two customer contacts are in the brain. Adoption depends on the mapping and the usage connector landing.
Watch: The mapping is held up by account managers who have not replied. Aoife renews something this week and needs a working answer.
Themes
Current to 9 Oct 26Theme
Onboarding connector progress
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- Niamh sends Aoife the list of agencies with no identifier reply, and finishes the mapping.
- Hamza loads the CRM connector once IT confirms access and sends a short note on what is in it.
- Plan the manager session once the mapping is done.
Risks
Current to 9 Oct 26- The agency-to-group mapping is only about two thirds done and some account managers have not replied.
- The CRM connector is blocked until IT agrees which fields are read.
- Invitations are held back, so adoption stays at two users until usage data is in.
Opportunities
Current to 9 Oct 26- A thirty-minute manager training session is planned after the usage connector.
- Growth has forty seats, so there is headroom once the customer success managers are invited.
Transcript
Aoife Mulcahy NoneMorning, Hamza! Are we waiting for Niamh or can we start?
Hamza Akhtar NoneMorning, Aoife. She's just joined, I think. Niamh, can you hear us?
Niamh Fogarty NoneI can, hi. Morning. Sorry, the lift was out and I took the stairs, so I'm a bit breathless.- Aoife Mulcahy NoneDedication. Right, I've got a renewal I'm watching this week, so I'll be keen to hear what you've got for me.
- Hamza Akhtar NoneUnderstood. So, where we are. Last week we agreed helpdesk first, CRM next, usage after the mapping. The helpdesk connector is loaded and the tickets are in. The CRM one is waiting on IT. Is that still how you see it, Niamh?
- Niamh Fogarty NoneYes. My colleague in IT came back on Friday and said yes in principle, but wanted to know which fields get read. I've sent him your note and he's reviewing it. I think it's a day or two.
- Hamza Akhtar NoneFine. Anything I can answer for him directly? I'm happy to jump on a short call.
- Niamh Fogarty NoneI'll tell him. He may take you up on it.
- Aoife Mulcahy NoneAnd the mapping spreadsheet? Be honest.
- Niamh Fogarty NoneHonestly, about two thirds done. There were a lot of agencies with two identifiers because they were merged at some point, and I had to ask the account managers which one was current. Some of them still haven't replied.
- Aoife Mulcahy NoneGive me the names of the ones who haven't replied and I'll chase. I don't want that holding things up.
- Niamh Fogarty NoneOkay, I'll send you the list this afternoon.
- Hamza Akhtar NoneThat helps a lot. I'd say share my screen now, so you can see what the helpdesk data looks like inside the brain. Give me a second. Can you see it?
- Aoife Mulcahy NoneI can. It's quite small. Can you make it bigger?
- Hamza Akhtar NoneOf course. Is that better?
- Aoife Mulcahy NoneMuch. Okay, so these are our tickets.
- Hamza Akhtar NoneThey are. Everything that's been in the helpdesk, with the ticket category, the dates, who it was assigned to. And here's the first useful bit. If I ask the chat, which agency groups raised the most tickets in the last quarter, it gives a ranked answer, and shows where it got it from.
- Aoife Mulcahy NoneOh, that's nice. Hang on, can you go back? What's that group at the top?
- Hamza Akhtar NoneThat's a group with a lot of tickets about the same thing, looks like a reporting feature. Without the usage data I can't tell you whether that's frustration or just heavy use. That's why the mapping matters.
- Aoife Mulcahy NoneRight. So tickets alone don't tell me enough.
- Hamza Akhtar NoneNot on their own, no. Many tickets from a group that uses the product a lot can be perfectly healthy. Few tickets from a group that's gone quiet is a different story.
- Niamh Fogarty NoneThat's actually what I've seen anecdotally. The loudest agencies are often the happiest ones.
- Aoife Mulcahy NoneMm. The quiet ones are the ones I worry about. Which agencies are at the edge, is what I want to see, and quietly, before anyone tells me.
- Hamza Akhtar NoneThat's exactly the question I'd put to it once the usage is in. For now, let me show you something you can use this week. Let me ask it for tickets by category for one group.
- Aoife Mulcahy NoneTake the one I'm watching. I'll tell you the name in a second. Sorry, I'll put it in the chat so it's not on the recording.
- Hamza Akhtar NoneGood call. Got it. Right, there we are. Most of their tickets are how-to questions, a handful about data exports, and one older one about a login problem that looks closed.
- Aoife Mulcahy NoneThat's useful. How-to questions mean they're trying to use it. That's not a bad sign at all.
- Niamh Fogarty NoneCan I ask something on the user side? I've got the invite to the brain, and Aoife has. Should I be adding people myself?
- Hamza Akhtar NoneYes, you're the admin, so you can. You've got forty seats on the Growth plan. I'd add your customer success managers in one go, after we've shown them a short walkthrough. Adding everyone before they know what to do tends to end up with logins and no questions.
- Aoife Mulcahy NoneAgreed. Let's not invite until the usage data's in. I want them to see something worth asking about.
- Niamh Fogarty NoneSo it's just the two of us for now.
- Hamza Akhtar NoneAnd me, in the background. Which is fine, it means you won't be surprised by anything.
- Aoife Mulcahy NoneOkay. Anything on the training side? I'd love to run a short session for the managers, maybe thirty minutes, with a few real questions.
- Hamza Akhtar NoneYes, I'd suggest that as the next step after the usage connector. I can sit in and answer questions, and your CSM Elena can follow up on adoption afterwards. We can plan it once Niamh has the mapping.
- Aoife Mulcahy NoneLovely. Right, can we go over actions so I don't forget?
- Hamza Akhtar NoneOf course. Niamh sends Aoife the list of agencies with no identifier reply, and finishes the mapping. IT gets back on the CRM fields, and I'm available if they want a call. Aoife chases the account managers. I'll load the CRM connector as soon as the access is there, and send you a short note on what's in it. Then we plan the manager session.
- Niamh Fogarty NoneThat all sounds right. I'll message you as soon as IT replies.
- Aoife Mulcahy NoneBrilliant. Thanks a million, Hamza. Thanks a million, Niamh.
- Hamza Akhtar NoneCheers, both. Speak soon.
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