Kadewerk Software / BB-Demo – Kickoff
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Kadewerk Software: documents · 2025-07-30 15:30
Kadewerk's customer success team kicked off Starter with a plan for helpdesk and scheduling connectors, a pilot team of six or seven, and Yara El Idrissi as admin. Adoption looks keen but narrow at the start.
What was said
What this says
Current to 11 Oct 26Kadewerk's customer success team kicked off Starter with a plan for helpdesk and scheduling connectors, a pilot team of six or seven, and Yara El Idrissi as admin. Adoption looks keen but narrow at the start.
What happened: On the 30 Jul 2025 kickoff, Laura Penhaligon and Natalie Eze explained the Starter plan, connectors, refresh and support to Sanne de Wit and Yara El Idrissi. Sanne named helpdesk and the scheduling system as the first connectors.
Customer view: Sanne will champion adoption with Yara and start with six or seven people, expanding if it works. She said they were keen to see what the brain shows about their customers.
Commercial: Starter includes 15 seats and four connectors, so there is user headroom and a stated route to add connectors at extra cost. Laura offered email and a knowledge base as the third and fourth connectors.
Watch: Yara is the only admin named on the call. Adoption depends on Sanne and Yara asking questions of the brain.
Themes
Current to 9 Oct 26Theme
Starter kickoff, connector plan
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Laura Penhaligon to send the kickoff pack to Yara El Idrissi the next morning.
- Yara El Idrissi to return system credentials, admin names and contact details.
- Natalie Eze to schedule the next call early the following week.
Risks
Current to 9 Oct 26- Yara El Idrissi is the only admin named, so the account depends on one person for configuration.
- The pilot team is six or seven people, so value depends on a small group asking questions of the brain.
- Go-live depends on the customer returning credentials and the kickoff form promptly.
Opportunities
Current to 9 Oct 26- The Starter limit of 15 seats leaves headroom if the pilot team expands.
- Laura said more connectors can be added at a cost, which could become an add-on sale.
Transcript
Laura Penhaligon NoneRight, everyone here? Good. Cheers for joining. So Natalie and I wanted to walk through what the next few weeks look like, make sure you're clear on the connectors and what you need to do on your end. Sound good?
Sanne de Wit NoneYeah, good. We're excited to get going.
Natalie Eze NoneExcellent. So as a brief reminder, you're on our Starter plan. That includes up to four connectors, search, pages, chat, and we'll check in with you every six months.
Yara El Idrissi NoneFour connectors, what does that mean in practice for us?- Laura Penhaligon NoneSo a connector is a link to one of your systems. You could connect your helpdesk, your CRM, your usage data, documentation, each one's a separate connector. We'll help you set them up, but you'll need to provide credentials and work with us on the config.
- Sanne de Wit NoneOkay, so we're thinking helpdesk, definitely. And probably the scheduling system. What else would you recommend?
- Laura Penhaligon NoneThose are good. So helpdesk and scheduling, that's two. You could add email for comms, and then maybe a fourth for knowledge base or documentation. Depends on what you think will be most useful for your customer success team.
- Yara El Idrissi NoneThe helpdesk and scheduling make sense. We use both a lot.
- Natalie Eze NoneGood. So what's the plan once we go live? Who's going to champion adoption here?
- Sanne de Wit NoneThat'll be me, along with Yara. We'll start with our team, maybe six or seven of us, and expand if it's working.
- Laura Penhaligon NonePerfect. You've got 15 seats included in Starter, so plenty of headroom there. Now, on the implementation timeline, I typically allocate four weeks for Starter. That includes the connector setup, making sure the data's flowing, and a bit of training. Does that work for you?
- Sanne de Wit NoneFour weeks, so we'd be live early August?
- Laura Penhaligon NoneRoughly, yeah. We'd start connectors this week, and then we'd do a series of short sessions, maybe two or three calls, to get the connectors live and tested.
- Yara El Idrissi NoneWhat about data? How often does it refresh?
- Laura Penhaligon NoneThe brain gets a full nightly refresh by 07:00 your local time on business days. So if something changes in your helpdesk or scheduling system during the day, you'll see it in the brain the next morning.
- Natalie Eze NoneAnd you're covered by our standard SLA, 99.5% availability, which means the brain will be up and queryable during business hours.
- Sanne de Wit NoneCool. And if something breaks?
- Natalie Eze NoneYou get a four-hour first response on P1 issues. We'll be your point of contact, and Laura will be helping on the implementation side. Once we're live, it's my job to make sure you're getting value.
- Yara El Idrissi NoneOkay. One more, if we want to add connectors later, is that possible?
- Laura Penhaligon NoneAbsolutely. You're at four now, but you can add more as you go. There's a cost, but it's pretty straightforward. We can talk about that if and when you need it.
- Sanne de Wit NoneGood to know. I think we're clear on next steps. When do we start?
- Laura Penhaligon NoneIdeally this week. I'll send you a kickoff pack with a form to fill out: we need system credentials, a couple of people to be admins, contact info. Yara, would you be the admin point?
- Yara El Idrissi NoneYes, happy to be.
- Laura Penhaligon NoneBrilliant. So once I get that back from you, I'll start setting up the connectors on our end, and we'll schedule a session next week to get you logging in and poking around.
- Natalie Eze NoneAnd I'll be on hand for any questions once you're live. Just remember, the brain works best when you're asking it questions. It's not a dashboard you check; it's something you query.
- Sanne de Wit NoneI think we get that. We're keen to see what it shows us about our customers.
- Laura Penhaligon NoneBrilliant. I'll get that pack over to Yara by tomorrow morning. Any other questions before we wrap?
- Yara El Idrissi NoneNo, I think we're good.
- Natalie Eze NoneGreat. So we'll be in touch early next week to schedule the next call. Looking forward to it.
- Sanne de Wit NoneCheers. Thanks for the time.
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