Carrowkeel Software / BB-Demo – Check In
Callcompleted
Carrowkeel Software: documents · 2026-07-30 12:30
On 30 Jul 2026 Aoife Mulcahy asked who the twelve active users are and needs renewal paperwork early, as her sign-off takes at least a week. Elena Novak left the renewal figure to Sophie.
What was said
What this says
Current to 11 Oct 26On 30 Jul 2026 Aoife Mulcahy asked who the twelve active users are and needs renewal paperwork early, as her sign-off takes at least a week. Elena Novak left the renewal figure to Sophie.
What happened: Elena Novak walked Aoife Mulcahy through usage, per-agency questions and the August renewal. Aoife was the only customer attendee.
Customer view: Aoife doubts the twelve users are the people the brain was bought for, and says a few colleagues see it as her toy. She wants a better answer than 'it's useful' for her sign-off person.
Commercial: Elena confirmed £41,800 contracted and invoiced, with the term ending 14 Aug 2026 and renewal on 15 Aug 2026. She would not quote a renewal figure, which sits with Sophie as account owner.
Watch: The brain leans on one champion and the sign-off person was not on the call. Aoife's sign-off takes at least a week, so late paperwork is a real risk.
Themes
Current to 9 Oct 26Theme
Seat headroom and renewal timing
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak sends usage by person and by team in writing and proposes training session times.
- Elena asks Sophie to send the renewal paperwork early enough for Aoife's sign-off.
- Aoife Mulcahy sends the names of attendees for the session and takes the renewal to her sign-off person.
Risks
Current to 9 Oct 26- Aoife thinks the active users are mostly her own team and some of her colleagues treat the brain as her toy, a key-person risk.
- Her internal sign-off takes at least a week, so late renewal paperwork could slip the August renewal.
- The renewal figure is unconfirmed and Aoife already knows the list price has moved.
Opportunities
Current to 9 Oct 26- A training session for agency-facing colleagues could lift active users above about a dozen of forty seats.
- A saved Monday page reading tickets, renewal dates and usage per agency group gives a concrete value example.
Transcript
Elena Novak NoneHello Aoife, can you hear me all right?
Aoife Mulcahy NoneHi Elena, yes, loud and clear. Can you see me? My camera's being slow.- Elena Novak NoneI can, yes. Hello. Very good.
- Aoife Mulcahy NoneGrand. Sorry, I'm eating a sandwich at my desk, it's that kind of day.
- Elena Novak NonePlease, no problem at all. How has your week been?
- Aoife Mulcahy NoneMad, honestly. I've a renewal I'm watching with one of the bigger agency groups and I've been in and out of it all morning. But go on, I know you've an agenda.
- Elena Novak NoneYes, as I emailed beforehand, there are three points. One, usage over the last quarter. Two, anything you would like to see from the brain per agency group. Three, your own renewal with us in August, to confirm what happens next. Is that still right for you?
- Aoife Mulcahy NoneThat's perfect. Start with usage, show me the usage.
- Elena Novak NoneOf course. So, you are licensed for forty users on Growth. Over the last thirty days the average number of active people has been about a dozen. That is up a little on the previous quarter, so the direction is good.
- Aoife Mulcahy NoneA dozen. Right. So that's roughly a third of what we're paying for.
- Elena Novak NoneTo be precise, yes, about a third of the seats are in regular use. I would not call it a problem, but I would call it headroom. The other point is that there have been no support tickets in the last thirty days, and nothing high priority.
- Aoife Mulcahy NoneWhich is good, no? Quiet is good.
- Elena Novak NoneQuiet is good here, because the people who are using it are using it regularly. And your invoices are all settled, so nothing outstanding on that side either.
- Aoife Mulcahy NoneMm. Right. Okay. So the thing I keep coming back to is, who are the twelve? Because I'd bet it's mostly my team and a couple of people in support, and that's not really what I bought it for.
- Elena Novak NoneThat is a fair question, and I will make sure you get the answer in writing, by person and by team. I would rather not guess on the call. What I can say is that most of the questions come from a small group, which is normal at this stage.
- Aoife Mulcahy NoneSmall group. Yeah. Okay.
- Aoife Mulcahy NoneSo what I really want, and I think I said this at the start, is the question I ask every Monday. Which agencies are at the edge? Not that I'd ever put it that way to them. I mean which ones are going quiet, which ones have a pile of tickets and no logins, that sort of thing.
- Elena Novak NoneUnderstood. To confirm, what you are describing is support tickets, renewal dates and product usage, read together for each agency group. That is exactly what the Growth setup was built around, so it should be possible with what you have connected already.
- Aoife Mulcahy NoneAnd can I ask it in plain English? Like, which groups have renewals coming and haven't opened the product in a while?
- Elena Novak NoneYes. You can ask it in chat in that way, and you can also save a page so it is there every Monday without anyone asking. I can walk your team through how to phrase it.
- Aoife Mulcahy NoneOh, now you're talking. Grand, let's do it. Would that be a proper session, or just you showing me?
- Elena Novak NoneI would suggest a short training session with the people who deal with agencies day to day, not only you. That also helps with the seats. If more of the team asks questions, the number of active users will move by itself.
- Aoife Mulcahy NoneThat makes sense. I'll be honest, a few of them think it's my toy.
- Elena Novak NoneIt happens often when one person brings a tool in. It is a good reason to run the session.
- Aoife Mulcahy NoneHa. Yeah. Right.
- Aoife Mulcahy NoneHang on, let me just check something. Sorry, one second, I've got a message from the agency group I mentioned.
- Aoife Mulcahy NoneSorry about that. Where were we? Training. Yes.
- Elena Novak NoneNo problem. Perhaps I should move to the third point, then, the renewal. Your current term ends on 14 Aug 2026 and the renewal date is 15 Aug 2026. Your contracted annual amount at the moment is £41,800, and that matches what has been invoiced.
- Aoife Mulcahy NoneRight. And that's going to change, isn't it? Someone said the list price moved.
- Elena Novak NoneYou are correct that the price list changed, and customers were told earlier this year. What the renewal figure will be is a commercial question, so it sits with Sophie as your account owner. I do not want to quote you a number that she has not confirmed.
- Aoife Mulcahy NoneNo, fair enough. But can she send it soon? Because I can't buy anything without running it past the person who signs it off here, and that takes a week at least. Longer if they're travelling.
- Elena Novak NoneAs agreed, I will make sure Sophie sends you the renewal paperwork with enough time for that. I will ask her this week and put it in my written actions.
- Aoife Mulcahy NoneBrilliant. And if they ask me what we get for it, what do I say? I'd rather have something better than 'it's useful'.
- Elena Novak NoneI understand. I would suggest two things. First, the usage trend, which is going the right way. Second, a concrete example from your own data, such as the Monday question about agencies. If we build that page in the session, you will have the example ready before the renewal conversation.
- Aoife Mulcahy NoneOkay, I like that. Do the session first, then the renewal chat has something real in it.
- Elena Novak NoneExactly. So, to summarise the actions. One, I send you usage by person and by team, in writing. Two, I propose times for a training session with your agency-facing colleagues. Three, I ask Sophie to send the renewal paperwork. Four, you take the renewal to your sign-off person on your side once you have it.
- Aoife Mulcahy NoneThat's it. Yep. And I'll send you the names of who should be in the session, probably by Monday. I never let a question sit over the weekend, and I'm not starting now.
- Elena Novak NoneThank you, that is very helpful. Is there anything else you would like to cover?
- Aoife Mulcahy NoneNo, I think that's it. Oh, actually, yes, quick one. Is the data fresh each morning? Someone asked me last week and I said yes but I wasn't a hundred percent.
- Elena Novak NoneYes, the nightly refresh runs for every tier and it should be complete before the working day starts. If anyone sees stale data, please tell me and I will look at it straight away.
- Aoife Mulcahy NoneGreat. Thanks, Elena. This was useful, and I mean that.
- Elena Novak NoneThank you, Aoife. You will have my email today. Kind regards, and speak soon.
- Aoife Mulcahy NoneThanks a million. Bye now.
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