Carrowkeel Software / BG-Demo – Kickoff
Callcompleted
Carrowkeel Software · 21 Aug 2025 10:45
Carrowkeel Software's kickoff on 21 Aug 2025 set an eight-week Growth plan. Aoife Mulcahy wants per-agency-group tickets, renewals and usage in one view. She flagged that Conor wants to see value before he signs.
What was said
What this says
As at Fri 9 Oct 2026Carrowkeel Software's kickoff on 21 Aug 2025 set an eight-week Growth plan. Aoife Mulcahy wants per-agency-group tickets, renewals and usage in one view. She flagged that Conor wants to see value before he signs.
What happened: The 21 Aug 2025 kickoff set out the eight-week plan on Growth. Aoife Mulcahy wants a per-agency-group view of tickets, renewal position and usage, replacing the monthly manual reconciliation Niamh Fogarty does today.
Customer view: Ronan Healy accepted the in-Snowflake model once read-only access and per-connector approval were agreed. Aoife said Conor likes to see the value before he signs anything.
Commercial: Marcus Bell gave the term end as 14 Aug 2026 and the renewal date as 15 Aug 2026, and promised contact about ninety days before. Quarterly reviews on Growth are the planned value evidence, the first roughly three months after go-live.
Watch: Conor was not on the call, and the evidence does not show his role. Forty users was called comfortable, so there is no upsell signal yet.
Themes
As at Fri 9 Oct 2026Theme
Kickoff and renewal value
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Niamh to send her hand-kept agency group list the day after the call.
- Hamza to send the written plan, the connector read list and the service role details.
- Marcus to book a 30-minute check-in in a fortnight and the first quarterly review about three months after go-live.
Risks
As at Fri 9 Oct 2026- Conor wants to see value before signing and was not on the call.
- Agency group names are spelled differently between helpdesk and CRM, so mapping could slow first answers.
Opportunities
As at Fri 9 Oct 2026- Quarterly reviews give a route to show value ahead of the 15 Aug 2026 renewal.
- Aoife wants a couple of support people asking questions, which would widen use beyond customer success.
Transcript
Marcus BellMorning, everyone. Can you all hear me? I'm just going to share my screen so you can see what I want to cover today.
Aoife MulcahyMorning, Marcus! Yes, I can hear you grand. We can see the agenda coming up now.
Niamh FogartyMorning. I can hear you, and the slide's showing.
Ronan HealyMorning. Give me a second, I'm on the wrong headset. Right, that's better.- Marcus BellLovely. So, for the next hour or so I want to cover three things. Who's who and who owns what, how we get the brain connected to your data, and what the first few weeks look like. Hamza is going to lead the plan, since he runs the implementation. Hamza, do you want to say hello?
Hamza AkhtarThanks, Marcus. Hello all. I'm Hamza, I'm the implementation consultant, so I'll be the one working with Niamh and Ronan day to day over the next eight weeks. Marcus stays with you afterwards as your customer success manager.- Aoife MulcahyBrilliant. And I'll say, we've been looking forward to this. Welcome to it, finally! The contract is signed, we're live as of last Friday, and I've had three renewals I'm watching that I'd love to see in here.
- Marcus BellThat's the right kind of impatience. So Aoife, can you say in your own words what you want the brain to do for you? Just so Hamza and Ronan hear it from you first.
- Aoife MulcahySure. We have letting agents across Ireland and the UK using our software, grouped by agency group. I want to know, per group, what their support tickets look like, where they are on their renewal, and how much they're really using the product. So when I ask which agencies are at the edge, I get an answer before they've decided anything.
- Hamza AkhtarThat's very clear, thanks. So that's three sources straight away. The helpdesk for tickets, your CRM for renewals, and the product usage data. Is the usage data already in Snowflake?
- Niamh FogartySome of it is. Product events land in Snowflake nightly. The renewal dates are in the CRM and the tickets are in the helpdesk, and they don't line up by agency group very well, to be honest. We do a lot of it by hand in a spreadsheet.
- Aoife MulcahyNiamh does a lot of it by hand. That's the honest truth. Every month she's reconciling.
- Niamh FogartyMm, every month. And it's out of date the day I finish it.
- Marcus BellThat's exactly the thing we want to take off you. Hamza, over to you on how it's built.
- Hamza AkhtarRight. So the way this works: the brain is built and run inside your own Snowflake account. We don't copy your data out to somewhere of ours. Connectors read from your systems into your Snowflake, and the brain sits on top of that. Growth includes eight connectors, so you have room beyond the first three.
- Ronan HealyOkay, that's the bit I needed to hear. So the data stays inside our account. What access does BG-Demo need, and is it standing access or only while you're building?
- Hamza AkhtarFair question. We'd ask for a dedicated service role in your Snowflake, scoped to the databases and schemas we agree together. You create it, you own it, and you can see everything it does. For the connectors, read-only credentials on the source systems wherever the system allows it.
- Ronan HealyRead-only, good. And I'd want to approve each source individually, not have a blanket request.
- Hamza AkhtarThat's how I'd prefer it too. One connector at a time, each with its own sign-off from you, and I'll send you the list of what each one reads before we switch anything on.
- Ronan HealyGrand. Sorry, Aoife's rubbing off on me. Yes, that works.
- Aoife MulcahyIt's contagious, Ronan, it happens to everyone.
- Marcus BellRight, so can we look at the plan? I'll scroll down. This is the eight-week outline. Weeks one and two, access and the first connector, the helpdesk. Weeks three and four, the CRM and the usage data. Then the middle weeks are about mapping agency groups, so the brain knows which tickets and which renewals belong together.
- Niamh FogartyThat mapping is where I'm going to be most useful, I think. We have naming differences. The same agency group is spelled three ways between the helpdesk and the CRM.
- Hamza AkhtarThat's very common, don't worry. If you can give me the list you maintain by hand, I'll use it as the starting point and we'll go through the awkward ones together.
- Niamh FogartyI can send that this week. It's rough, though. Some of the notes in it are only for me.
- Hamza AkhtarRough is fine. I'd rather have the real thing than a tidied version.
- Aoife MulcahyAnd can I ask about users? We have forty licences. I want my customer success team on it, obviously, but I'd also like a couple of people in support to ask questions. Is forty enough?
- Marcus BellForty is what your Growth licence includes, and it's comfortable for what you've described. I've pulled the numbers from similar teams, and most start with about half and grow into it. If you find you need more, there's an add-on for extra users, but I wouldn't worry about that yet.
- Aoife MulcahyGrand. That's what I thought. Show me the usage once we're a month in and we'll see.
- Marcus BellI will. That's actually the next thing on my list. Growth comes with a quarterly review, so every quarter I'll sit down with you and go through what's being asked, who's asking, and whether it's giving you what you hoped.
- Aoife MulcahyLovely. And the first one would be?
- Marcus BellRoughly three months after go-live. I'll put it in the calendar once Hamza has a firmer date for the first connector.
- Ronan HealyCan I come back to security for a moment? Not the access, that's fine. I'm thinking about the nightly refresh. When does it run, and what happens if it fails overnight?
- Hamza AkhtarThe refresh is built to be complete by seven in the morning your local time on business days. If a source fails, the job flags it and the brain keeps the last good data, so nobody gets a broken answer, they get an answer that's a day older. I'd want you and Niamh both on the alert so you know quickly.
- Niamh FogartyI'm happy to be the first name on that. I'd notice a stale number faster than most.
- Marcus BellAnd Niamh is down as your admin, which is the person we'd contact first. Ronan, are you comfortable being the named contact on the security side?
- Ronan HealyYes, I'll take it. Better it's me than a ticket going nowhere.
- Aoife MulcahyBefore we finish, can I ask something that isn't technical? Conor asked me the other day when the contract comes round again, and I couldn't remember. It's August next year, isn't it?
- Marcus BellIt is. The term runs to 14 Aug 2026 and the renewal date is 15 Aug 2026. I'll come to you about ninety days before that, well ahead of time, and we'll have the quarterly reviews to show how it's been used by then.
- Aoife MulcahyPerfect. Conor likes to see the value before he signs anything, so that's helpful.
- Marcus BellUnderstood. So, to wrap up. Hamza, can you say who sends what?
- Hamza AkhtarYes. I'll send everyone a written plan today, with the eight weeks laid out and the owners named. Ronan, I'll send you the list of what the helpdesk connector reads, for your approval, and the details of the service role. Niamh, I'm waiting on your agency group list. And we'll have a short check-in every week, same time.
- Niamh FogartyI'll send the list tomorrow, if that's okay.
- Ronan HealyAnd I'll create the role in Snowflake once I've read your note. I'll tell you when it's done.
- Marcus BellBrilliant. I'll be around if anything gets stuck, and I'm happy to jump on a call at any point. Shall we book thirty minutes in a fortnight just to check how the first connector is going?
- Aoife MulcahyYes, please, put it in. Thanks a million, all of you, that was very clear.
- Hamza AkhtarThanks, everyone. Speak soon.
- Ronan HealyCheers, all.
- Niamh FogartyBye now.
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