Carrowkeel Software / BB-Demo – Onboarding
Callcompleted
Carrowkeel Software: documents · 2025-09-24 09:00
Onboarding call with Carrowkeel Software. Helpdesk and CRM connectors are live and the first ticket and renewal question impressed Aoife Mulcahy. Usage still waits on the account mapping. Active use is low against forty seats.
What was said
What this says
Current to 11 Oct 26Onboarding call with Carrowkeel Software. Helpdesk and CRM connectors are live and the first ticket and renewal question impressed Aoife Mulcahy. Usage still waits on the account mapping. Active use is low against forty seats.
What happened: Hamza Akhtar confirmed the helpdesk and CRM connectors are live. Usage is still waiting on Niamh Fogarty's final account mapping, promised by the end of that week.
Customer view: Aoife Mulcahy was pleased that the first answer tied a cluster of tickets to one release. She wants a saved renewals page in front of her team on Mondays.
Commercial: Hamza put active use at three or so on average against forty seats, so there is headroom. Aoife named four invitees plus herself.
Watch: Ticket categories are tagged inconsistently and usage is not yet loaded. Aoife asked for archived accounts to be marked, not hidden, because win-backs matter to her.
Themes
Current to 9 Oct 26Theme
Onboarding progress and first answers
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 to send the confirmed mapping by the end of that week.
- Hamza Akhtar to load usage, check it by hand against a couple of agencies and mark archived accounts.
- Aoife's group to use the brain on real renewal packs, with training for the wider team planned next.
Risks
Current to 9 Oct 26- Usage data is not yet loaded and depends on the customer confirming the final account mapping.
- Ticket categories are tagged inconsistently, so grouping answers may be rough.
Opportunities
Current to 9 Oct 26- Active use is well below the forty seats, leaving room to widen adoption beyond the first group of four plus Aoife.
- Aoife wants win-back agencies marked, which gives a use case tied to her own priorities.
Transcript
Aoife Mulcahy NoneMorning, Hamza. Morning, Niamh. Is it just us three today?
Hamza Akhtar NoneMorning both. Just us, yes. Can you see the shared screen? I've the connector page up.
Niamh Fogarty NoneI can. Sorry, I'm eating a bit of toast, it's been that sort of start. Early train, and the rain's been horrible.- Aoife Mulcahy NoneTell me about it. Grand, so where are we? I want to hear what's live before we go any further.
- Hamza Akhtar NoneRight. Since we last spoke, IT created the Snowflake role, which was quick, thanks Niamh. The helpdesk connector is live and loading, and the CRM connector is configured and has had its first full run. Usage is the one still waiting on the mapping.
- Niamh Fogarty NoneThe mapping's most of the way there. Hamza and I went through the parent account field and found a fair number of agencies pointing at the wrong group. I've fixed the big ones in the CRM itself.
- Hamza Akhtar NoneWhich is the right place to fix it, so it stays fixed. If we patched it only on our side, you'd have the same problem again in a month.
- Aoife Mulcahy NoneSo can I ask it something now? Or is it too early?
- Hamza Akhtar NoneNot too early for tickets and renewals. Let me type one in. Give me a second.
- Hamza Akhtar NoneOkay. I asked which agency groups have raised the most support tickets in the last quarter alongside their renewal dates. There. It's pulled a list, and it shows where it got each line.
- Aoife Mulcahy NoneOh, that's good. That's very good. That's the group I've been watching, third from the top. And look, the tickets are bunched, they all landed after the same release.
- Niamh Fogarty NoneHang on, is that the release where the lettings export changed? I remember that one. We had a flurry.
- Aoife Mulcahy NoneThat's the one. I knew it felt like that, but I'd never have been able to prove it without an afternoon of sorting. Can it show me the tickets themselves?
- Hamza Akhtar NoneIt can. Click into the group and it lists them with links back to the helpdesk. I'd be careful about one thing though. It's reading what's in the helpdesk, so if tickets are tagged inconsistently, the grouping will be a bit rough.
- Niamh Fogarty NoneThey are tagged inconsistently. I'll be honest about that. Category is a free text field for some of the older ones.
- Hamza Akhtar NoneOkay. That's not a blocker, it's a tidy-up. We can look at it in a later session once usage is in. For now, the brain reads the text of the ticket as well as the category, so it copes better than you'd expect.
- Aoife Mulcahy NoneShow me the usage. Sorry, I know it's not in yet, I'm just keen.
- Hamza Akhtar NoneHa, that's fair. It'll come. The plan is that once Niamh confirms the mapping is final, I load it, and the first run is checked by hand against a couple of agencies you know well, so we trust it.
- Niamh Fogarty NoneI can confirm the mapping by the end of this week. There are two groups I'm still unsure about, and I'd rather ask the account managers than guess.
- Aoife Mulcahy NoneAsk them. And tell them it's for me, they'll answer faster.
- Hamza Akhtar NoneWhile we're here, let me show you the page builder, so you see what a saved view looks like. I'll make a quick one called Renewals to Watch, just to demo it.
- Hamza Akhtar NoneThere. It's a page that stays live, so whenever someone opens it, it re-asks the question against the latest overnight refresh. You can share it with the team.
- Aoife Mulcahy NoneOh, that's what I'd put in front of my team on a Monday. Can it be limited to just the people on renewals?
- Hamza Akhtar NoneIt can. You choose who sees a page. And on that, how are you getting on with the names for access?
- Aoife Mulcahy NoneI sent them to Niamh yesterday. There are four, plus me. I'd have said more but I want to see how the first lot get on.
- Niamh Fogarty NoneThey're invited. Two have already logged in, which is probably why you'll see the activity creeping up. A few more of us than last time, anyway.
- Hamza Akhtar NoneYes, I can see that. Three or so active on average over the last month, which for this stage is a healthy climb. You've got forty seats, so there's no pressure at all. It's the habit we're after.
- Aoife Mulcahy NoneHabit, yes. I'll ask them to use it on their next renewal pack, no excuses. If they build it into the pack they'll keep using it.
- Niamh Fogarty NoneCan I raise one thing about the CRM connector? It picked up some archived accounts. Should those be in there?
- Hamza Akhtar NoneGood catch. There's a filter, I can exclude archived accounts so they don't muddy the answers. Do you want them out entirely, or kept in but marked?
- Aoife Mulcahy NoneMarked, please. Agencies that left and came back are a story in themselves. Win-backs matter to me.
- Hamza Akhtar NoneMarked it is. I'll set that today. Right, shall I recap, because I think we've covered it?
- Aoife Mulcahy NonePlease.
- Hamza Akhtar NoneHelpdesk and CRM are live. Niamh confirms the final mapping by the end of the week and then I load usage and we check it against a couple of agencies. I mark archived accounts rather than hiding them. Aoife's group of four start using it on real renewal packs. Next session we look at usage together and plan the training for the wider team. Sound right?
- Niamh Fogarty NoneSounds right to me. I'll send the confirmed mapping as soon as I have it.
- Aoife Mulcahy NoneGrand. Thanks a million, Hamza, that was worth getting up early for. Thanks a million, Aoife.
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