Carrowkeel Software / BB-Demo – Check In
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Carrowkeel Software: documents · 2026-02-02 14:15
Aoife Mulcahy said usage has spread beyond her, no tickets were raised, and she would not change anything at the August renewal. A connector may be added later in the year, but she would not promise it.
What was said
What this says
Current to 11 Oct 26Aoife Mulcahy said usage has spread beyond her, no tickets were raised, and she would not change anything at the August renewal. A connector may be added later in the year, but she would not promise it.
What happened: Elena Novak and Aoife Mulcahy held a 28-minute check-in. Active users are up roughly a fifth, at eleven or twelve a day out of forty licensed.
Customer view: Questions asked have risen each month since the autumn and are spread across several people. Aoife said two account managers joined after Christmas and the support leads use it for weekly agency reviews.
Commercial: Aoife said she is happy and would not change anything at renewal, with the contract running to 14 Aug 2026. A connector may be added later in the year, noted as a possibility only.
Watch: Conor Daly will still check the paperwork. Sophie Ling is due to contact Aoife on the commercial side.
Themes
Current to 9 Oct 26Theme
Healthy adoption, calm renewal
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak to send the usage summary and propose times next week for the dashboard session.
- Elena to note the possible connector addition as a possibility, with no commitment.
- Sophie Ling to contact Aoife about the renewal ahead of 14 Aug 2026.
Risks
Current to 9 Oct 26- Aoife Mulcahy is the one customer voice on the call and the main driver of adoption.
- Conor Daly reviews the paperwork closely, so the renewal terms need to match the order form.
Opportunities
Current to 9 Oct 26- A possible connector addition later in the year, which Aoife would not promise.
- Eleven or twelve active users out of forty licensed leaves headroom, and the dashboards builder deepens use.
Transcript
Aoife Mulcahy NoneHello, hello. Can you hear me okay? I've got the headset on today, the laptop speakers were terrible last time.
Elena Novak NoneYes, I can hear you clearly. Good afternoon, Aoife. Thank you for making the time.- Aoife Mulcahy NoneAfternoon! Grand. Sorry, I'm a minute late, I was finishing off a renewal review for one of the bigger agency groups. They're up in a few weeks and I'm watching it closely.
- Elena Novak NoneThat is actually relevant to what we are doing today, so no problem at all. To confirm the agenda I emailed on Friday: first, usage over the last quarter. Second, how your team is using the per-agency views. Third, anything you need from us before the renewal in August. And fourth, the written actions.
- Aoife Mulcahy NonePerfect. Yeah, that's it. And I'll tell you now, I've got a few things to say on the second one, because it's been a good month.
- Elena Novak NoneGood. Then let me start with the numbers, and you can tell me whether they match your feeling. Active users are up by roughly a fifth compared with the previous quarter. You are averaging eleven or twelve people a day out of the forty licensed users.
- Aoife Mulcahy NoneThat sounds right. We brought two of the account managers in after Christmas, and the support leads started using it for the weekly agency reviews. Before that it was mostly me and one analyst, to be honest.
- Elena Novak NoneI see. So it is spreading beyond the original group. Is that something you would like to continue, or is it a bit accidental?
- Aoife Mulcahy NoneA bit of both, if I'm honest. I pushed it in the team meeting, but then people found their own reasons. One of the leads now opens it before every call with an agency group. Pulls up the tickets, the product usage, when they renew.
- Elena Novak NoneThat is the use we hoped for when you started. Reading tickets, renewals and usage together, per agency group.
- Aoife Mulcahy NoneExactly. Show me the usage and I can see which agencies are at the edge. Without having to ask three people and wait until Tuesday.
- Elena Novak NoneMm. Let me share my screen so we look at the same thing. Can you see the dashboard now?
- Aoife Mulcahy NoneI can, yeah. Bit small. Oh, that's better.
- Elena Novak NoneGood. Here is the questions-asked trend. It has risen each month since the autumn. And here you see who is asking. It is spread across several people now, not one person carrying most of it, which is healthy for you.
- Aoife Mulcahy NoneOh, that's nice to see. I was worried it was all me. Mairead on my team joked I'm the only one who actually likes it.
- Elena Novak NoneIt is not only you. And on the support side there were no tickets from you in the last thirty days, and nothing high priority. All connectors are loading, and the records indexed are still growing.
- Aoife Mulcahy NoneGreat. Honestly, that's the dream. No news is good news, but I like seeing it written down.
- Elena Novak NoneI will make sure it is in the written summary. Now, you mentioned the per-agency views. Is there something that is not working as you want?
- Aoife Mulcahy NoneNot working, no. More a wish. When I look at an agency group I'd love to see their renewal date next to the usage trend, on the same page, so I don't have to flip between two views. Is that a thing we can build ourselves?
- Elena Novak NoneYes. Growth includes the dashboards builder, so your team can do this without us. I can walk one of your analysts through it. It would take less than an hour.
- Aoife Mulcahy NoneGrand, let's do it. Could it be the analyst and me together? I'd like to learn it too, otherwise I'll just keep nagging her.
- Elena Novak NoneOf course. I will propose some times in my follow-up email. Would later in the week suit, or is next week better?
- Aoife Mulcahy NoneNext week is better. This week is a bit mad with the agency reviews.
- Elena Novak NoneNoted. Next week. Then the third item, the renewal in August. Our system shows the contract running to 14 Aug 2026, and the renewal date as 15 Aug 2026. Is that what you have?
- Aoife Mulcahy NoneSounds right. Conor will want to look at the paperwork, he always does. He's very good about it, he doesn't let anything go past him. But I can tell him now that I'm happy. I wouldn't be changing anything.
- Elena Novak NoneThat is helpful to hear. Sophie Ling, your account executive, will be in touch about the commercial side closer to the time. For today, I only want to know whether you expect the number of users or connectors to change.
- Aoife Mulcahy NoneHmm. Users, probably not much. We've got headroom, you said eleven or twelve out of forty. Connectors, we might add something from the product side later in the year, but I don't want to promise that.
- Elena Novak NoneUnderstood. I will note it as a possibility, not a plan. If it becomes real, tell me early, and I will check what it means for the connector limit on Growth.
- Aoife Mulcahy NoneWill do. Right, anything else from you? I've got a hard stop shortly.
- Elena Novak NoneJust the written actions, to confirm. One: I send you the usage summary today. Two: I propose times next week for the dashboard session with you and your analyst. Three: I note the possible connector addition, no commitment. Four: Sophie contacts you about the renewal in due course. Is that right?
- Aoife Mulcahy NoneThat's all of it. Thanks a million, Elena. This was a good one.
- Elena Novak NoneThank you, Aoife. Kind regards, and speak soon.
- Aoife Mulcahy NoneBye now.
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