Carrowkeel Software / BB-Demo – Onboarding
Callcompleted
Carrowkeel Software: documents · 2025-09-15 14:45
First proper onboarding call on Growth. Aoife's goal is to line up tickets, renewal dates and usage per agency group and spot drift before renewals. Access, mapping and connector order were agreed.
What was said
What this says
Current to 11 Oct 26First proper onboarding call on Growth. Aoife's goal is to line up tickets, renewal dates and usage per agency group and spot drift before renewals. Access, mapping and connector order were agreed.
What happened: Hamza set the plan: helpdesk first, then CRM, then usage, with the agency-to-group mapping agreed before usage goes in. The Snowflake role request goes through IT.
Customer view: Aoife said that stopping living in spreadsheets is the whole reason they bought it. She wants to see who is drifting before the renewal conversation, not during it.
Commercial: The order form gives Growth, forty users and up to eight connectors. Only a couple of people have used it so far, and Aoife expects the team to come once there is something worth asking.
Watch: The usage data is keyed by agency, not group, and the CRM parent account field is only mostly right. Aoife wants to run a watched renewal through it as the first real test.
Themes
Current to 9 Oct 26Theme
Onboarding scope and access
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 sends the one-page IT note and a recap today, and Niamh raises the Snowflake role request.
- Niamh sends a calendar invite for an hour-long mapping working session with Hamza.
- Aoife sends the names of the first users for access.
Risks
Current to 9 Oct 26- Usage data is keyed by individual agency, so the mapping to groups must be built before it is useful.
- The Snowflake role depends on an IT colleague acting on Niamh's request.
- Few people are using the brain yet, so value depends on the connectors going live.
Opportunities
Current to 9 Oct 26- Aoife wants to test the brain on a watched renewal, which would be a first proof of value.
- Renewal pack preparers are the intended first users, with a small group of three or four.
Transcript
Hamza Akhtar NoneHello, hello. Can you hear me alright?
Aoife Mulcahy NoneHi Hamza, loud and clear. Niamh's just joining, I think she's sitting in the lobby.
Niamh Fogarty NoneSorry, sorry, my headset decided to update itself. Afternoon, both.- Hamza Akhtar NoneNo bother at all. Afternoon, Niamh, afternoon, Aoife. How's the week treating you?
- Aoife Mulcahy NoneBusy. I've a renewal I'm watching closely, one of our bigger agency groups, so my head's half in a spreadsheet. But grand, I'm glad we're finally doing this. That's the whole reason we bought it, to stop living in spreadsheets.
- Hamza Akhtar NoneGood, that's a nice place to start from. So today is the first proper onboarding session. I'll keep it practical: what we're connecting, who owns what on your side, and what the first few weeks look like. Then next time we can sit in the brain itself and ask it things.
- Niamh Fogarty NonePerfect. I'm the one who'll be doing the admin, so I'll be asking a lot of boring questions.
- Hamza Akhtar NoneBoring questions are my favourite. Right, so from the order form you're on Growth, forty users, and up to eight connectors. Aoife, remind me what you most want to see first, because that decides the order we connect things.
- Aoife Mulcahy NoneWhich agencies are at the edge? That's the question. I want to line up support tickets, renewal dates and product usage per agency group, so I can see who's drifting before the renewal conversation, not during it. Show me the usage and I'll tell you the story.
- Hamza Akhtar NoneRight, so three sources in that sentence. The helpdesk for tickets, your CRM for renewals and account structure, and the product usage data from your own platform. Does that sound like the right first three?
- Niamh Fogarty NoneYeah. The usage data is the awkward one, to be honest. It sits in a warehouse that the product team looks after, and I don't think it's keyed by agency group, it's by individual agency.
- Hamza Akhtar NoneOkay, that's useful. So there'd be a mapping step, agency to group. Is that mapping written down anywhere, or does it live in someone's head?
- Niamh Fogarty NoneBit of both. The CRM has a parent account field that's mostly right. Mostly.
- Aoife Mulcahy NoneMostly is generous. It's right for the big ones and a mess for the small ones. But we can live with the big ones first.
- Hamza Akhtar NoneThat's sensible. We start with the groups you actually care about, get those clean, and widen out. I'd rather have fewer groups that are right than all of them that are roughly right.
- Aoife Mulcahy NoneGrand, let's do it.
- Hamza Akhtar NoneSo, access. The brain runs inside your own Snowflake account, so nothing leaves your environment. Niamh, someone on your side needs to create the role and warehouse we'll work under. Is that you, or does it go through your IT team?
- Niamh Fogarty NoneThat goes through a colleague in IT. I can raise the request today if you send me exactly what's needed.
- Hamza Akhtar NoneI'll send a short note after this call, one page, with the role and the permissions spelled out. They'll have seen similar before, it's not unusual.
- Niamh Fogarty NoneBrilliant. And, sorry, you'll tell me if this is the wrong place, but I did raise one ticket with your support already. Nothing urgent, just a question about how invitations work for users.
- Hamza Akhtar NoneThat's exactly the right place, and I'll look at it after the call. Invitations are straightforward but there's a quirk with the domain, so it's good you asked.
- Aoife Mulcahy NoneWhile you're at it, Hamza, how many of us are actually in there at the minute? I know I've logged in a few times and Niamh has poked around.
- Hamza Akhtar NoneVery few, which is normal at this stage. It's a couple of people, on average, over the last month. You've got forty seats, so there's a lot of room. I wouldn't worry about it until the connectors are live.
- Aoife Mulcahy NoneFair. Once there's something worth asking, the team will come. They won't come for an empty brain.
- Hamza Akhtar NoneExactly that. Which brings me to who's on the customer success team and who should have access first. Aoife, I'd suggest a small group, three or four people who'll test it honestly, not the whole forty.
- Aoife Mulcahy NoneYes. I'd pick the people who prepare the renewal packs. They're the ones who'll feel the saving straight away. I'll send you names this week.
- Niamh Fogarty NoneCan I ask about refresh? Like, how fresh will the answers be? Because if someone asks about a ticket from this morning, I don't want them told it doesn't exist.
- Hamza Akhtar NoneGood question. The refresh runs overnight, and it's complete by seven in the morning your time on business days. So it's yesterday's picture, not this minute's. For a renewal review that's usually plenty, but it's worth telling the team so nobody's surprised.
- Niamh Fogarty NoneOkay, that's fine. I'll put that in the welcome note for the group.
- Aoife Mulcahy NoneAnd honestly, a day old is better than what we have now, which is whenever somebody remembers to export something.
- Hamza Akhtar NoneHa, yes. Right, let me summarise the plan so we all agree. One, Niamh raises the Snowflake role request with IT once she has my note. Two, we connect the helpdesk first, then the CRM, then usage, with the mapping from agency to group agreed before usage goes in. Three, Aoife sends the first names for access. Does that match what you heard?
- Aoife Mulcahy NoneThat's it. And I'd like to run my watched renewal through it as the first real test, if the group mapping is ready by then.
- Hamza Akhtar NoneI'd love that. A real case beats a demo every time. Niamh, can you and I have a short working session on the mapping, say in the next few days, to see how bad the parent account field really is?
- Niamh Fogarty NoneYeah, yes. I'll send you a calendar invite. Probably an hour, I'd guess.
- Hamza Akhtar NoneAn hour is plenty. Anything else from either of you before we stop? Anything you're worried about?
- Aoife Mulcahy NoneOnly that it's a good start, and I'd like to keep it moving. I don't like a question sitting over the weekend, so if there's anything blocking, tell me early and I'll push on my side.
- Hamza Akhtar NoneUnderstood, I'll flag blockers as soon as I see them. So I'll send the IT note and a recap today, Niamh sends the invite, Aoife sends the names. Thanks both, speak soon.
- Niamh Fogarty NoneThanks, Hamza. Cheers, Aoife.
- Aoife Mulcahy NoneThanks a million, Aoife. Sorry, Hamza, I mean thanks a million from me too, ha. Bye now.
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