Pemaquid Analytics / BB-Demo – Onboarding
Callcompleted
Pemaquid Analytics: documents · 2026-05-11 15:45
Hamza Akhtar walked Priscilla Bowen through connecting the call recorder and mapping depots to the group. Six first users are due to be invited on Wednesday. Use is mostly Priscilla so far.
What was said
What this says
Current to 11 Oct 26Hamza Akhtar walked Priscilla Bowen through connecting the call recorder and mapping depots to the group. Six first users are due to be invited on Wednesday. Use is mostly Priscilla so far.
What happened: The call recorder was connected on the call and began loading. The helpdesk is already loading cleanly, and Hamza loaded the account mapping to apply with that night's refresh.
Customer view: Priscilla was relieved the process was simpler than feared. She expects Caitlin to want to see where an answer came from before repeating it, because Caitlin will not tell the board something she cannot back up.
Commercial: Six first users sit well within the 40 licensed users. The planned dashboard covers questions asked by week, renewals in the next quarter and open tickets by distributor, which ties the brain to the renewal process.
Watch: Use is mostly Priscilla at the moment, so adoption depends on the Wednesday invites and the first week of usage.
Themes
Current to 9 Oct 26Theme
Onboarding connector and mapping
Importance
neutral
Sentiment
positive
Voice
user
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Priscilla Bowen to check a few distributors the next day and invite the first six users on Wednesday.
- Priscilla Bowen to send Hamza Akhtar the dashboard sketch.
- Hamza Akhtar to load the mapping that night and send a summary of the call.
Risks
Current to 9 Oct 26- Usage is mostly one person, so early adoption depends on the first invites going out.
- Caitlin will not repeat answers she cannot trace, so a wrong mapping could cost trust.
Opportunities
Current to 9 Oct 26- The renewals-and-tickets dashboard gives the customer success team a clear reason to use the brain before renewal calls.
Transcript
Hamza Akhtar NoneHi Priscilla, afternoon. Can you hear me?
Priscilla Bowen NoneHi Hamza, yep. Sorry, I'm just getting my second screen to behave. Okay, there we go.- Hamza Akhtar NoneNo rush. How was your weekend? Did the weather hold up in Boston?
- Priscilla Bowen NoneGrey and drizzly, so I got a lot of laundry done. Exciting. You?
- Hamza Akhtar NoneMuch the same, honestly, though it's evening here so I've got a cup of tea and I'm fine. Right, shall we get into it? I said on the last call I'd check the helpdesk load, and I did.
- Priscilla Bowen NoneAnd?
- Hamza Akhtar NoneIt's loading cleanly. Records are going up each night, which is what we want to see. The call recorder is the one still waiting, I think. Did your ops lead manage the service user?
- Priscilla Bowen NoneFriday, yes. I've got the details here. Where do I put them?
- Hamza Akhtar NoneI'll share my screen and walk you through. It's the connectors page under the admin settings. Give me a moment. Can you see that?
- Priscilla Bowen NoneYep. Add a source, then pick the call recorder.
- Hamza Akhtar NoneThat's it. Paste the credentials into those two fields. Don't tell me them, just paste. And leave the history option on the default for now, we can widen it once we've seen it work.
- Priscilla Bowen NoneOkay. Done. It says it's testing the connection.
- Hamza Akhtar NoneMm. Give it a moment. These sometimes take a bit on the first handshake.
- Priscilla Bowen NoneConnected. It says it's started loading.
- Hamza Akhtar NoneBrilliant. So that one will catch up overnight. By tomorrow morning you should see the first batch of calls in there.
- Priscilla Bowen NoneGreat. So then the mapping. I filled in the template you sent. I wasn't sure about a couple of rows, though.
- Hamza Akhtar NoneShow me. Which ones?
- Priscilla Bowen NoneSo there's a distributor group with, I think, three depots. In the CRM they're one account. In the helpdesk each depot raises tickets under its own name. Do I list the depots separately or just the group?
- Hamza Akhtar NoneGood question, and it depends how you look at them. When Caitlin's team goes into renewal, do they talk to the group or the depot?
- Priscilla Bowen NoneThe group, mostly. The renewal is with the group. But day to day the depot managers are the ones logging tickets.
- Hamza Akhtar NoneThen I'd map all three depots to the group. Tickets from any depot roll up to the group page, and you can still see which depot raised them. That matches how you'd run the renewal.
- Priscilla Bowen NoneOkay, that's simpler than I thought. I was overthinking it.
- Hamza Akhtar NoneIt's the most common stumble, so you're in good company. Let's go through the rest of the sheet. Share it if you can.
- Priscilla Bowen NoneRight, that's all of them mapped. Do I need to do anything to apply it?
- Hamza Akhtar NoneI'll load it from my side now. It will take effect with tonight's refresh, so tomorrow you can try a few questions against distributors you know well, and check it gets them right.
- Priscilla Bowen NoneGood. That's actually what I wanted to ask next. How do I know if it's wrong? Like, if it says a distributor has no tickets and it actually does.
- Hamza Akhtar NoneCheck it against the helpdesk for two or three you know. If something's missing, nine times out of ten it's a name that didn't map. The answers also show the sources they came from, so you can click through and see what it used.
- Priscilla Bowen NoneOkay, I like that. Caitlin's going to want to see where an answer came from before she repeats it to anyone.
- Hamza Akhtar NoneShe will. She's quite careful about evidence, I got that impression.
- Priscilla Bowen NoneVery. She said, I can't remember where, that she won't tell the board something she can't back up. It's one of her rules.
- Hamza Akhtar NoneGood rule. Right, so for the users. Did she send you the list of the first group?
- Priscilla Bowen NoneShe did, this morning. Six people, I think. She also sent a few questions she wants them to try. Things like which distributors have a renewal coming and an open ticket that's been sitting.
- Hamza Akhtar NoneThat's a good starter. It combines tickets with renewal dates, which is the whole reason you bought it. We've got plenty of room, you're licensed for 40 users, so six is a very comfortable start.
- Priscilla Bowen NoneDo they each need an account set up by me?
- Hamza Akhtar NoneYou invite them from the users page, and they get an email. I'd do it once the call recorder has its first batch in, so their first experience isn't an empty page. Wednesday would be about right.
- Priscilla Bowen NoneWednesday. Okay. I'll send the invites then and tell them to expect it.
- Hamza Akhtar NoneOne more thing. Caitlin asked about a dashboard last time. Do you want to sketch what she'd want on it, so we can build it with you at the next session?
- Priscilla Bowen NoneYeah. I think it's three things. Questions asked by week, which distributors have a renewal in the next quarter, and open tickets by distributor. Is that too much?
- Hamza Akhtar NoneNot at all. That's a good first one. Let's build it once there's a week or so of usage behind it, otherwise the first chart is one person and a flat line.
- Priscilla Bowen NoneHa, fair. It's mostly me at the moment.
- Hamza Akhtar NoneRight. So to recap. Call recorder is connected and loading overnight. Mapping is with me and goes in tonight. You check a few distributors tomorrow, invite the first group on Wednesday, and send me the dashboard sketch. I'll send a short summary of all that this evening.
- Priscilla Bowen NoneThat works. Thanks, Hamza, this was much less painful than I'd feared.
- Hamza Akhtar NoneGlad to hear it. Speak soon, Priscilla. Cheers.
- Priscilla Bowen NoneBye for now.
Callsmade from