Pemaquid Analytics / BB-Demo – Onboarding
Callcompleted
Pemaquid Analytics: documents · 2026-05-18 17:30
On the Growth plan with 40 licensed users, only two to three people log in daily. Caitlin Mercer wants her customer success managers to open the brain before renewal calls. A dashboard and a training session were agreed.
What was said
What this says
Current to 11 Oct 26On the Growth plan with 40 licensed users, only two to three people log in daily. Caitlin Mercer wants her customer success managers to open the brain before renewal calls. A dashboard and a training session were agreed.
What happened: Hamza Akhtar confirmed the CRM, helpdesk and call recorder are loading nightly. He raised that daily logins have averaged between two and three over the last month.
Customer view: Caitlin said that is herself, Priscilla and maybe one other, and that she has been in back to back renewals. Her stated aim is for her managers to open it before a renewal call, not after.
Commercial: The term runs to 31 Mar 2027 with renewal on 1 Apr 2027, and Hollie will pick up the renewal conversation. Caitlin said she never lets a renewal go unreviewed, so adoption needs to show by then.
Watch: Some older calls are not showing in the call recorder, and a history window may be the cause.
Themes
Current to 9 Oct 26Theme
Onboarding adoption and renewal dashboards
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- Hamza Akhtar to send the dashboard and access checklist the next day.
- Priscilla Bowen to send examples of missing calls and pick the distributors for training.
- Hamza Akhtar to book the customer success team training session within the next couple of weeks.
Risks
Current to 9 Oct 26- Only two to three people log in daily against 40 licensed users, so the value case for the April 2027 renewal is thin.
- Older calls are missing from the call recorder, which could undermine trust in answers.
Opportunities
Current to 9 Oct 26- A renewals dashboard and team training on real distributors could make the brain part of every renewal review.
- Caitlin asked for the whole team to attend training, which would widen use across the 40 licences.
Transcript
Hamza Akhtar NoneHello, hello. Can you both hear me? Evening, Priscilla. Caitlin, you've joined as well.
Priscilla Bowen NoneHi Hamza, yes, I can hear you. I'm at my desk, so it's quiet on this side, mostly.
Caitlin Mercer NoneHey both. Sorry, I'm walking back from a meeting, give me a minute to sit down. Okay. Right. So, what's the signal this week? How far along are we?- Hamza Akhtar NoneFair enough, let's start there. This is the onboarding call, so what I want to do in the time we have is go over where the connectors are, look at who is using the brain so far, and agree who does what over the next few weeks. We have about forty minutes, which is plenty.
- Caitlin Mercer NoneSounds good. Go.
- Hamza Akhtar NoneSo first, the position. Your contract started on 1 Apr 2026, and you're on Growth with forty licensed users. The connectors we agreed at the start, your CRM, the helpdesk and the call recorder, are loading. Records are coming in nightly, and the refresh is finishing before the start of your working day.
- Priscilla Bowen NoneYes, I checked that this morning. I saw the pages populated with ticket history for a few distributors. It looks right to me.
- Hamza Akhtar NoneGood. That's what I'd hoped. Now the thing I do want to raise, and it isn't a problem, it's just where we are. The number of people actually logging in is low. Over the last month it's averaged between two and three a day.
- Caitlin Mercer NoneYeah. That's me, Priscilla, and maybe one other. I know. I've been in back to back renewals and I haven't pushed it on the team.
- Priscilla Bowen NoneAnd to be fair, I've been the one testing it. I didn't want to invite everybody until I was sure the data was right, because the first impression matters.
- Hamza Akhtar NoneThat's sensible, and I'd say the data is in a good place now. So the question is how we get from two or three people to the team using it every week. Forty licences is a lot of headroom, and I'd like it to be used.
- Caitlin Mercer NoneRight, and what I need is for my customer success managers to open it before a renewal call, not after. Let's operationalise it. Can we get a dashboard for the renewals coming up, with tickets and usage next to each distributor?
- Hamza Akhtar NoneYes. That's the first dashboard I'd build with Priscilla. One view per distributor, tickets, usage and the last renewal conversation. Then one overview for you, Caitlin, showing which renewals are coming up.
- Priscilla Bowen NoneI can work on that. Do I build it myself or do you?
- Hamza Akhtar NoneWe build the first one together, so you see how it's done. Then you own it. You're the admin, so changes should go through you anyway. Does that suit you?
- Priscilla Bowen NoneYes, I'd prefer that.
- Caitlin Mercer NoneGreat. What about the questions side? I want my team asking the brain things like, which distributors have gone quiet, which have open tickets and an upcoming renewal. Will they know how?
- Hamza Akhtar NoneNot at first, and that's normal. People usually either ask something too vague or don't trust the answer. So I'll run a short training session with Priscilla and your customer success managers, on real distributors, and see whether the answers match what they already know. That tends to build trust quickly.
- Caitlin Mercer NoneI like that. Real distributors, not a demo.
- Priscilla Bowen NoneShould I pick which distributors? Some of them are a bit sensitive at the moment.
- Hamza Akhtar NoneYes please. Pick a mix. A couple you know well, so people can check the answers, and a couple that worry you, so there's a reason to care. Caitlin, are you happy with Priscilla choosing?
- Caitlin Mercer NoneTotally. And keep the sensitive ones to the people who need to see them. I don't want a distributor's problem circulating.
- Hamza Akhtar NoneUnderstood. We can control who sees what when we set up the access. I'll go through it with Priscilla separately.
- Priscilla Bowen NoneOne question on the call recorder. Some of our older calls are not showing. Is that expected?
- Hamza Akhtar NoneProbably it's how far back we loaded. I'd need to check what history window was set. Can you send me two or three examples of calls you expected to see? Then I can tell you whether it's a window, a permission, or something else.
- Priscilla Bowen NoneSure, I'll send those tomorrow.
- Caitlin Mercer NoneQuick one on the contract, just so I have it right. Renewal is in April next year?
- Hamza Akhtar NoneYes, the term runs to 31 Mar 2027 and renewal falls on 1 Apr 2027. Hollie, our customer success manager, will pick up the renewal conversation with you well ahead of then. My focus is making sure you've got something worth renewing.
- Caitlin Mercer NoneHa, fair. I never let a renewal go unreviewed, so I'll be asking anyway.
- Hamza Akhtar NoneGood. So let me list what I think we've agreed, and you correct me. One, I send a short checklist for the dashboards and the access setup. Two, Priscilla sends me examples of the missing calls. Three, Priscilla picks the distributors for the training. Four, we book the training session for the customer success team, in the next couple of weeks.
- Priscilla Bowen NoneThat matches my notes.
- Caitlin Mercer NoneSame. Let's get the whole team in that session, not just the managers. Best, Caitlin, and thanks, both.
- Hamza Akhtar NoneThanks, Caitlin. Thanks, Priscilla. I'll send the checklist tomorrow. Speak soon, and have a good evening.
- Priscilla Bowen NoneThanks, Hamza. Bye.
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