Carrowkeel Software / BB-Demo – Training
Callcompleted
Carrowkeel Software: documents · 2025-10-03 15:00
Practical training with Siobhán Nolan and Niamh Fogarty. Both liked the answers, but only a handful use the brain against forty licensed users and Siobhán asks most of the questions.
What was said
What this says
Current to 11 Oct 26Practical training with Siobhán Nolan and Niamh Fogarty. Both liked the answers, but only a handful use the brain against forty licensed users and Siobhán asks most of the questions.
What happened: Hamza Akhtar walked through chat, search, saved pages, the dashboards builder and the admin tab. Siobhán Nolan built her first dashboard during the session.
Customer view: Siobhán said the ticket and renewal answer would have taken most of an afternoon in a spreadsheet. Niamh Fogarty said she had built that spreadsheet twice.
Commercial: Niamh raised that only a handful of the forty licensed users log in. Hamza framed this as headroom and named customer success managers, account managers and finance as the next invitees.
Watch: Niamh confirmed that questions asked are lopsided and Siobhán is most of it. That is a key-person risk until use spreads.
Themes
Current to 9 Oct 26Theme
Training and adoption headroom
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 Fogarty to invite the rest of the customer success team and the renewals people that week.
- Siobhán Nolan to save her two or three favourite questions as pages.
- Hamza Akhtar to send a short written guide and hand the regular check-ins to Elena.
Risks
Current to 9 Oct 26- Siobhán Nolan asks most of the questions, which is a key-person risk if she leaves or disengages.
- Only a handful of the forty licensed users log in, so value may be hard to show at renewal.
Opportunities
Current to 9 Oct 26- Unused seats and named groups (customer success managers, account managers, finance) give a clear route to wider adoption.
- The dashboards builder is new to the customer and could show investment once two or three weekly dashboards are in use.
Transcript
Hamza Akhtar NoneHello, can you hear me alright? Hi Siobhán, hi Niamh.
Niamh Fogarty NoneYeah, loud and clear. Afternoon.
Siobhán Nolan NoneAfternoon, Hamza. Sorry, one second, my headset is being awkward... right, that's better. Can you hear me now?- Hamza Akhtar NonePerfectly. Is it a quiet Friday in Dublin or the usual?
- Siobhán Nolan NoneQuiet-ish. Half the team are out chasing things before the weekend, so we've got a window. Though if somebody pings me I'll have to drop off for a minute.
- Hamza Akhtar NoneThat's fine, I'll record it anyway so you can go back over it. So the plan for today is a practical session. I'd like to walk you through pages, chat and search first, then the dashboards builder, and then Niamh and I can look at the admin side. Does that suit?
- Niamh Fogarty NoneSuits me. I've been in and out of the admin screen since the setup but I don't think I've seen it all.
- Siobhán Nolan NoneAnd I've mostly used the chat. A bit of search. I haven't really touched the dashboards.
- Hamza Akhtar NoneGrand, that's a normal place to be at this stage. Let me share my screen. Can you see it? It should be the brain home page.
- Siobhán Nolan NoneYep, I see it.
- Hamza Akhtar NoneSo the thing to hold in your head is that everything on the left comes from the sources you've connected. Your CRM, the helpdesk, the product usage feed. The brain doesn't hold separate copies in a different place, it sits in your own Snowflake account and reads from those. So when you ask a question, it's answering from your tickets and renewals and usage together.
- Niamh Fogarty NoneRight. Which is why it's useful that the nightly refresh finishes before we start.
- Hamza Akhtar NoneExactly, it's done by seven in the morning your time, on business days. So if you ask something at the start of the day you're looking at yesterday's picture, not last week's.
- Siobhán Nolan NoneOkay. Can I try one? Something I'd actually ask on a Monday.
- Hamza Akhtar NonePlease do. Type it in the chat box, the way you'd say it to a colleague.
- Siobhán Nolan NoneOkay, I've put: which agency groups have raised the most support tickets this quarter, and what are their renewals looking like. Is that too much in one go?
- Hamza Akhtar NoneNo, that's a good one. Give it a few seconds. Mm, there. So you get a table, and underneath it the sources it used. See, tickets from the helpdesk, renewal dates from the CRM.
- Siobhán Nolan NoneOh, that's neat. That would have taken me most of an afternoon in a spreadsheet.
- Niamh Fogarty NoneIt would. I built that spreadsheet. Twice.
- Hamza Akhtar NoneHa. Well, now you can retire it. One habit I'd suggest though: always click into the sources line. If something looks odd, that's where you find out whether it's the question or the data.
- Siobhán Nolan NoneGot it. And if I want to keep that answer? I wouldn't want to retype it every week.
- Hamza Akhtar NoneThat's what pages are for. You can save the answer to a page, give it a name, and it refreshes with the data. Let me do it. Save to page, call it 'Tickets and renewals by agency group'. Now it lives under pages, and you can share the link with anyone who has a seat.
- Niamh Fogarty NoneDoes it keep the question or just the answer?
- Hamza Akhtar NoneBoth. If you open the page you can see the original question and edit it, so you can tweak it for a different quarter without starting from scratch.
- Siobhán Nolan NoneBrilliant. Right, what about search? I've been using it like a search bar and getting a mixed bag.
- Hamza Akhtar NoneThat's a common one. Search is best when you know the thing you want, a name, a ticket subject, an agency. Chat is for when you want an answer built from several places. If you type a whole sentence into search you'll get a lot of loosely related results. Try typing just an agency group name.
- Siobhán Nolan NoneOkay... yes, that's much tighter. I get the account, the contacts, recent tickets.
- Hamza Akhtar NoneRight, and you can filter on the left by source. So if you only want tickets, tick that box and the CRM noise drops away.
- Niamh Fogarty NoneCan I ask a slightly awkward one? We've got forty licensed users and I think on a good day it's only a handful of us actually logging in. Is that a problem, or is it just early?
- Hamza Akhtar NoneIt's not a problem, it's early. Honestly most teams I train start with the people who set it up and then widen out. The seats are there to be used, so I'd think of it as headroom. The question is who else would get value from it. Siobhán, who on your side asks for this kind of information today?
- Siobhán Nolan NoneThe other customer success managers, definitely. And the account managers who prepare for renewals. They keep asking me for lists.
- Niamh Fogarty NoneAnd finance, occasionally. Mostly for the renewal dates.
- Hamza Akhtar NoneThen those are your first invitations. If you like I can show you how Niamh adds people, it takes a minute, and then there's a short intro page I can send that they can read in their own time.
- Niamh Fogarty NoneYes please. Because I'd rather do it properly than just fire off invites with no explanation.
- Hamza Akhtar NoneSensible. Okay, I'll come to that. Before the admin side, let me show you the dashboards builder, because that's where Growth gets a bit more interesting. Give me a second while I switch tabs.
- Hamza Akhtar NoneRight. So a dashboard is a set of tiles, and each tile is a saved question. You pick a chart type, choose the question, and decide how it's grouped. Let's make a very simple one. Tickets by agency group, as a bar chart.
- Siobhán Nolan NoneCan I have a go? I'll follow along on my side.
- Hamza Akhtar NonePlease. Click new dashboard, top right. Give it any name.
- Siobhán Nolan NoneOkay, I've got a bar chart, but everything is bunched into one bar. Have I done something wrong?
- Hamza Akhtar NoneNo, you just need to set the grouping. On the right, under group by, choose agency group instead of none. There you go.
- Siobhán Nolan NoneOh, now that's a proper chart. Lovely.
- Niamh Fogarty NoneMine's doing the same thing. Hold on, let me fix it too. Yes. Okay. Can you put a renewal date filter across the whole dashboard rather than on each tile?
- Hamza Akhtar NoneYou can. It's the filter bar at the top. Anything you set there applies to every tile, which is how most people end up using it.
- Siobhán Nolan NoneSorry, I've got to take this, one minute... no, it's fine, they've found it themselves. Go on.
- Hamza Akhtar NoneNo problem. I was going to say, one thing to watch. Don't build ten dashboards on day one. Pick the two or three questions your team asks every week, build those, and see whether people open them. We can add more at the next check-in.
- Niamh Fogarty NoneThat's fair. We'd only end up with a graveyard.
- Hamza Akhtar NoneExactly that. Okay, admin side. Niamh, you should see an admin tab on your menu, Siobhán won't. Can you click into it?
- Niamh Fogarty NoneYes. Users, connectors, usage.
- Hamza Akhtar NoneStart with users. This is where you add people and set whether they're a normal user or an admin. You've got plenty of unused seats, so there's no cost to inviting. Try adding someone, you can use your own colleague's address.
- Niamh Fogarty NoneDone. It says invite sent and the status is pending.
- Hamza Akhtar NoneGood. Next to connectors. You'll see each one with a last-loaded time and a record count. If a count stays flat for a few weeks, that's worth a look, it usually means something changed in the source system. It's not an emergency, but it's the first sign the brain is going stale.
- Niamh Fogarty NoneRight, so I should check that now and again, not wait for someone to complain.
- Hamza Akhtar NoneYes, that's the habit. Once a week is plenty. And the usage tab shows who is asking questions. That's the number I'd keep an eye on, it tells you more about value than page views do.
- Siobhán Nolan NoneCan I ask, is there a way to see if one person is doing all the asking? Because at the moment that's probably me.
- Hamza Akhtar NoneIt is, and it's worth knowing. Niamh, click on the usage tab and sort by questions asked. See, you can break it down by person.
- Niamh Fogarty NoneYeah, and it's pretty lopsided. Siobhán, you're most of it.
- Siobhán Nolan NoneHa, I did say. Okay, so that's the goal then, to spread it out.
- Hamza Akhtar NoneThat's the goal. I'll leave it there for the screens. Let me recap what I'd suggest. One, Niamh invites the rest of the customer success team and the renewals people this week. Two, Siobhán saves her two or three favourite questions as pages. Three, I send you a short written guide so you've got something to point new people at.
- Niamh Fogarty NoneSounds fine. Should we pull Elena in for the next one?
- Hamza Akhtar NoneYes, she's your customer success manager on our side and she'll pick up the regular check-ins from here. I'll let her know where we've got to. And Sophie is still your account contact for anything commercial.
- Siobhán Nolan NonePerfect. Thanks, Hamza, that was really useful. Much better than the videos.
- Hamza Akhtar NoneGlad it helped. Any questions, send them over, I'm around. Enjoy the weekend, both of you.
- Niamh Fogarty NoneThanks all, bye.
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