Pemaquid Analytics / BB-Demo – Onboarding
Callcompleted
Pemaquid Analytics: documents · 2026-05-05 16:00
On the 5 May 2026 onboarding call Caitlin Mercer said she needs evidence of what the fifty thousand a year buys before she promises the board anything. Source access, name mapping and a pilot group were agreed.
What was said
What this says
Current to 11 Oct 26On the 5 May 2026 onboarding call Caitlin Mercer said she needs evidence of what the fifty thousand a year buys before she promises the board anything. Source access, name mapping and a pilot group were agreed.
What happened: Hamza Akhtar, Caitlin Mercer and Priscilla Bowen agreed connector access, a distributor name mapping template and a small first user group. Caitlin played the actions back at the end.
Customer view: Caitlin wants one view per distributor and wants renewals to stop being a surprise. She will not promise the board anything without evidence.
Commercial: The contract started on 1 Apr 2026 with 40 users licensed, and the renewal is on 1 Apr 2027. Questions asked and usage by person were agreed as the value signals for the first quarterly review.
Watch: Differing distributor names across systems will need Priscilla's mapping work. Hamza warned that one person asking most questions is a risk in itself.
Themes
Current to 9 Oct 26Theme
Value evidence before renewal
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Priscilla Bowen gets a service user created for the call recorder.
- Hamza Akhtar sends the permissions note and mapping template, then holds a working session with Priscilla on Monday afternoon.
- Caitlin Mercer picks the first group of people and their questions before that session.
Risks
Current to 9 Oct 26- Caitlin Mercer needs evidence of value for the fifty thousand a year before she will back it to the board.
- Distributor names differ between systems, which could weaken the one view per distributor.
- Usage is mostly Priscilla Bowen, so value could sit with one person.
Opportunities
Current to 9 Oct 26- A pilot group of the team closest to renewals could grow use across the 40 licensed users.
- Questions asked and usage by person give a clear value story for the first quarterly review.
Transcript
Hamza Akhtar NoneHi both, can you hear me all right?
Priscilla Bowen NoneYep, loud and clear. Hi Hamza.
Caitlin Mercer NoneHey! Sorry, give me one second, I'm changing rooms. Okay. I'm here. Good afternoon.- Hamza Akhtar NoneAfternoon, Caitlin. Good to have you both on the same call at last. How's the week treating you?
- Caitlin Mercer NoneBusy. We've got a stack of renewals landing this month and a couple of them I'm not loving, so I'm in that mode. Which is exactly why I'm excited about this. This is the thing that's supposed to stop renewals being a surprise.
- Hamza Akhtar NoneThat's a good way to frame it, and it's what I'd like to anchor today on. So the plan for the next forty minutes or so: where we are, which sources we connect first, who looks after what on your side, and how we get your team in using it.
- Caitlin Mercer NoneLove it. What's the signal, though? Like, when we're done, how do I know it's working?
- Hamza Akhtar NoneFair. I'd suggest two things. One, the data is loading and staying fresh, so the brain is actually seeing each distributor's tickets, usage and renewal calls. Two, people are asking it real questions. The second one is the one that tells you whether it's valuable.
- Caitlin Mercer NoneOkay, yes. Questions asked. Can we get that on a dashboard?
- Hamza Akhtar NoneYou can. Growth includes the dashboards builder, so Priscilla can put that together once there's something to count. Right now it would be a very short line.
- Priscilla Bowen NoneHa. It's basically me in there at the moment. I've been clicking around and asking it a few things, mostly to see what it does with our distributor names.
- Hamza Akhtar NoneThat's completely normal at this stage. Contract started on 1 Apr 2026, the brain is running inside your Snowflake account, and you're licensed for 40 users, so there's a lot of headroom. The job is to fill it sensibly rather than all at once.
- Caitlin Mercer NoneRight, and I'm very conscious that we're on the hook for fifty thousand a year, £50k, so I need to be able to say what we got for it. I'm not going to promise the board anything without evidence.
- Hamza Akhtar NoneUnderstood. And the renewal isn't until 1 Apr 2027, so you've got a full year to build that evidence. I'd rather we have a clean story by the first quarterly review than a rushed one.
- Caitlin Mercer NoneGood. Okay. So where are we with the sources?
- Hamza Akhtar NonePriscilla, you may want to jump in here. The CRM is connected and loading. The helpdesk and the call recorder are the two that matter most for your use case, and those are what I'd like to finish this week and next. Where did you get to on access?
- Priscilla Bowen NoneSo the helpdesk I can do, I'm an admin there. The call recorder, I need to ask our ops lead to create a service user, because I don't want to connect it with my own login and have it break when my password rotates.
- Hamza Akhtar NoneGood instinct. A dedicated service user is the right way. I'll send you a short note on the permissions it needs, read access is enough, so you can hand it to them as it is.
- Priscilla Bowen NonePerfect. That saves me writing it.
- Caitlin Mercer NoneCan I ask something slightly different? Because the whole point for me is one view per distributor. If I open a distributor, I want tickets, usage and the last renewal conversation in one place. Is that what this does out of the box, or is that work?
- Hamza Akhtar NoneA bit of both, honestly. The pages and the chat do the joining for you, but the joining depends on the distributor being recognised the same way in every system. If one is called the full legal name in the CRM and a nickname in the helpdesk, we have to tell it they're the same.
- Priscilla Bowen NoneOh, that's going to be us. We have a few where the name differs between systems. Some have a parent group and a local depot.
- Caitlin Mercer NoneYeah, that's the messy part. Okay. Let's operationalise it, then. Who owns the mapping?
- Hamza Akhtar NoneI'd say Priscilla owns it day to day, because she knows the data, and I'll sit with her to do the first pass. Then it becomes a thing she maintains when a new distributor is added.
- Caitlin Mercer NonePriscilla, are you okay with that? It's more than I'd like to drop on you without checking.
- Priscilla Bowen NoneYeah, no, it's fine. It's what I'd be doing by hand anyway. I'd just like a list of what it needs from me so I'm not guessing.
- Hamza Akhtar NoneI'll send a simple template after this. One row per distributor, the name as each system knows it, and the person on your side who looks after them.
- Caitlin Mercer NoneGreat. Now users. I've got my team of, what, about a dozen people who'd live in this. I don't want to give it to everyone and have it be a ghost town in a month.
- Hamza Akhtar NoneAgreed, so my suggestion is a small first group. Pick the people who are closest to renewals, give them a handful of questions they actually ask every week, and let them try it for a fortnight. Then widen.
- Caitlin Mercer NoneOkay. So like, which distributors are at risk this quarter and why. That kind of thing.
- Hamza Akhtar NoneExactly that. And once the helpdesk and the calls are in, it can answer it from tickets and what people said on calls, not just from the CRM stage.
- Priscilla Bowen NoneIs there a way to see who's asking what? Because Caitlin will want to know, and I'd want to know if it's all one person.
- Hamza Akhtar NoneYes, as an admin you can see usage by person. It's worth watching, because if one person is asking most of the questions, that's a risk in itself. It means the value sits with them.
- Caitlin Mercer NoneRight, I like that. That's the signal. I'll want that in the first review.
- Hamza Akhtar NoneNoted. One thing on freshness so nobody's caught out: the refresh runs overnight and should be done by seven in the morning your time on business days. If the first load looks a day behind, that's usually the reason.
- Priscilla Bowen NoneGood to know. I'd have panicked.
- Caitlin Mercer NoneOkay, so let me play it back. Priscilla gets the service user for the call recorder. Hamza sends the permissions note and the mapping template. Priscilla and Hamza do a working session on the distributor names. And I pick the first group of people and their questions. Did I miss anything?
- Hamza Akhtar NoneThat's it. I'd add that I'll check the helpdesk is loading cleanly before our next session, so we're not debugging live. Priscilla, would early next week work for the working session?
- Priscilla Bowen NoneMonday afternoon works for me.
- Caitlin Mercer NoneGreat. I'll send you my list of names before that. Thanks, both, this was useful.
- Hamza Akhtar NoneThanks, Caitlin, thanks Priscilla. Speak on Monday.
- Priscilla Bowen NoneCheers, Hamza. Bye.
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