Auerhain Industrietechnik / BG-Demo – Onboarding
Callcompleted
Auerhain Industrietechnik · 22 Jun 2026 08:15
Two weeks after launch, Auerhain's Lena Becker and Markus Hofmann report regular use, four self-built dashboards, fresh data and no major issues. Mobile access was raised but is not a priority.
What was said
What this says
As at Fri 9 Oct 2026Two weeks after launch, Auerhain's Lena Becker and Markus Hofmann report regular use, four self-built dashboards, fresh data and no major issues. Mobile access was raised but is not a priority.
What happened: Ollie Pearson ran the onboarding check-in on 22 Jun 2026 with Lena Becker and Markus Hofmann. They reported regular use, no lag and a working nightly refresh.
Customer view: Lena said four people have built their own dashboards and one account manager now asks all his questions via the brain instead of moving between Salesforce and Zendesk. She closed by saying it is going better than expected.
Commercial: Mostly healthy early adoption. Mobile access was requested by a couple of users, but Lena said it is probably not a priority.
Watch: One of the ten service staff has not logged in yet, which Markus called a management conversation. The handover to Daniel in the CSM team and the 30-day check-in are the next points to land well.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Ollie Pearson to put the 30-day check-in on the customer's calendar.
- Daniel from the CSM team to take over and run quarterly QBRs on adoption and usage trends.
Risks
As at Fri 9 Oct 2026- One of the ten service staff has not yet logged in.
- Handover from the implementation consultant to the CSM team could lose momentum.
Opportunities
As at Fri 9 Oct 2026- Mobile access was raised as a possible enhancement request for the product team.
- Growing dashboard building and single-interface querying support a deeper rollout through the CSM's quarterly QBRs.
Transcript
Ollie PearsonHi both. We're a couple of weeks post-launch. How's it going?
Lena BeckerPretty good. The team's using it regularly. Four people have built their own dashboards.
Markus HofmannNo major issues. One person had a login problem but we sorted that out.- Ollie PearsonGood to hear. Are people finding queries quick? Any lag?
- Markus HofmannNope. Fast as expected.
- Ollie PearsonAnd the data, is it fresh? You noticing any stale Salesforce or ticket data?
- Lena BeckerNope. The nightly refresh seems to be working as promised.
- Ollie PearsonExcellent. Any feature requests or things people want to do but can't?
- Markus HofmannA couple of people asked about mobile access.
- Ollie PearsonThe brain's web interface works on phones, but it's not optimised for it. If mobile is a must-have, that's an enhancement request we can take to the product team.
- Lena BeckerProbably not a priority right now. But good to know.
- Ollie PearsonWhat about adoption? Are all ten service staff active?
- Markus HofmannMost are. One person hasn't logged in yet, but that's a management conversation.
- Ollie PearsonFair. Adoption is usually highest in week two and three. You'll see patterns emerge. The heavy users are usually the ones who see value fastest.
- Lena BeckerOne of our account managers is asking all his questions via the brain now instead of hopping between Salesforce and Zendesk.
- Ollie PearsonThat's exactly the use case. That's the value.
- Markus HofmannWhen do we get the 30-day check-in?
- Ollie PearsonEnd of next week. I'll send a calendar invite. We'll review usage metrics, any support tickets we've handled, and get your feedback on what's working and what's not.
- Lena BeckerAnd then?
- Ollie PearsonAfter that, Daniel from our CSM team takes over. You'll do quarterly QBRs with him. He'll look at adoption, usage trends, and any opportunities to go deeper with the brain.
- Markus HofmannWill you still be around if there's a technical issue?
- Ollie PearsonI'll hand off to support, but if there's something complex, I'm the escalation. Usually takes a day to get resolved.
- Lena BeckerGood. This is going better than expected.
- Ollie PearsonThat's great to hear. I'll get the 30-day check-in on your calendar by Monday. Cheers, both.