Carrowkeel Software / BG-Demo – Onboarding
Callcompleted
Carrowkeel Software · 10 Sep 2025 15:30
Hamza Akhtar updated Aoife Mulcahy and Niamh Fogarty on onboarding. Helpdesk is live, CRM waits on a permission and usage data is still open. Niamh is the only admin, and the September promise to account managers is at stake.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar updated Aoife Mulcahy and Niamh Fogarty on onboarding. Helpdesk is live, CRM waits on a permission and usage data is still open. Niamh is the only admin, and the September promise to account managers is at stake.
What happened: Hamza reported the helpdesk connector live, the CRM connector waiting on one permission change and the usage data still open. Niamh is negotiating with engineers over which tables can be shared.
Customer view: Aoife wants account managers to see real data, not an empty brain. She had told them September and would rather wait than disappoint.
Commercial: The Growth subscription is unchanged at forty-one thousand eight hundred with forty users licensed. Hamza warned that giving every account manager a login takes the customer well up towards the limit.
Watch: Niamh is the only admin and has no backup yet. The agency lookup spreadsheet is mostly right but not tidied after recent mergers.
Themes
As at Fri 9 Oct 2026Theme
Onboarding delayed by usage data
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Niamh sends the usage table list and tidies the lookup spreadsheet.
- Hamza sets up the email domain fallback for tickets and loads the lookup once it arrives.
- Aoife chooses which account managers join the first training session.
Risks
As at Fri 9 Oct 2026- Usage tables are not yet shared, so the September promise to account managers may slip.
- Niamh Fogarty is the only admin and has no named backup.
- The agency identifier may not match the CRM, and the lookup spreadsheet is untidied after mergers.
Opportunities
As at Fri 9 Oct 2026- Adding account managers will take the Growth licence well up towards its user limit, which may lead to an extra users add-on.
Transcript
Hamza AkhtarAfternoon, Aoife. Afternoon, Niamh. Can you both see my screen, or is it still the lobby page?
Aoife MulcahyAfternoon, Hamza. Nothing yet, just a blue square. Oh, there we go, I've got it.
Niamh FogartyYes, I can see it. Sorry I'm a minute early, the meeting before ran short.- Aoife MulcahyLucky you. Mine ran over by twenty minutes, so I'm running on coffee and good intentions.
- Hamza AkhtarFair enough. Let me start with where we've got to, and then you can tell me what's wrong with it. The helpdesk connector is live and loading. The CRM connector is configured but it's waiting on one permission change. The usage data is the one still open.
- Aoife MulcahyRight. And is that the bit Niamh's been chasing the engineers about?
- Niamh FogartyIt is. They came back last week and said there is a reporting copy, and it can be shared, but they want to restrict which tables. So I've been going back and forth on that list.
- Hamza AkhtarThat's reasonable, we'd rather have fewer tables and the right ones. Can you tell me which tables they're thinking of? I only need usage per agency group, I don't need anything personal.
- Niamh FogartyI think it's logins, feature events and an agency identifier. I can send you the list. I'm not sure the identifier matches what's in the CRM, though.
- Hamza AkhtarThat's the important bit, actually. If the agency identifier in the usage data doesn't line up with the CRM account, we'd have to build a mapping, and that's where things get fiddly. Do you have a lookup table anywhere?
- Aoife MulcahyWe have a spreadsheet. Don't laugh. Customer success keeps it, it maps the agency group to the product account number.
- Hamza AkhtarI'd never laugh at a spreadsheet, I live in them. If that's reasonably clean, I can load it as a reference table and we're away. How up to date is it?
- Aoife MulcahyMostly. Niamh keeps it, so, Niamh?
- Niamh FogartyIt's mostly right. There are a few agencies that merged recently that I haven't tidied. I can sort those this week.
- Hamza AkhtarBrilliant, that would be a big help. Let me show you what the helpdesk data looks like so far, since that's the thing that's actually in.
- Hamza AkhtarSo this is the tickets page. Each row is a ticket, and on the left you can filter by agency group. If I pick one of your bigger groups, you can see the volume by month, and the categories, so how-to questions versus data problems.
- Aoife MulcahyOh, that's good. Show me the usage on that one. Sorry, you said that's the thing that's not in yet.
- Hamza AkhtarExactly, that's the gap. Without the usage side, the tickets are only half the picture. A group with lots of tickets and heavy usage is healthy. A group with few tickets and falling usage is the one I'd worry about.
- Aoife MulcahyWhich is the whole point. Which agencies are at the edge, and I can't tell from tickets alone.
- Niamh FogartyCan I ask something about the ticket categories? I raised a question about them last week and I'm not sure I understood the answer.
- Hamza AkhtarOf course. Remind me what you'd asked.
- Niamh FogartySome of our tickets have a custom field for the agency name, and some have it only in the subject line. The brain was grouping the second kind under unknown.
- Hamza AkhtarRight, yes, I remember the one. So that's a data quality thing on the source side rather than a fault. The brain can only group by what's in the field. What we can do is match on the requester's email domain as a fallback, and that usually catches most of them.
- Niamh FogartyOh, that's clever. Yes, please do that, the domain is nearly always the agency.
- Aoife MulcahyGrand, let's do it. How soon would that change be in?
- Hamza AkhtarI can set it up this week and it'd show up after the next overnight refresh. I'll tell Niamh when it's done so she can check a few agencies against what she knows.
- Aoife MulcahyPerfect. Now, the part I'm interested in. When do my account managers get to see this? I told them it'd be in September, and it's September.
- Hamza AkhtarHonest answer, I'd rather give them something good than something early. If the usage tables are shared next week, and the lookup is tidy, I think we can run a first training session for the account managers within a few weeks. Does that sound fair?
- Aoife MulcahyIt does. I'd rather they see real data. Last thing I want is them opening it and finding it empty, they'll never come back.
- Hamza AkhtarCompletely agree. First impressions matter with these things, and that's why I'm being cautious. Niamh, one more thing. You're the only admin at the moment. Is there anyone who could back you up?
- Niamh FogartyNot really. Aoife could, but she's got about forty other things on. I could ask someone on the support side.
- Aoife MulcahyPick someone, Niamh, I trust your call. It shouldn't all hang on one person, I've said that already.
- Niamh FogartyOkay, I'll ask a colleague in support and let you know.
- Hamza AkhtarLovely. Now, quickly on the contract so nobody's surprised. You've got forty users licensed and the subscription is as per the order form, forty-one thousand eight hundred. Nothing to change there, I'm only mentioning it because adding the account managers will take you well up towards the limit if everyone gets a login.
- Aoife MulcahyUnderstood. We'll be careful who we pick for the first wave.
- Hamza AkhtarGood. So, actions. Niamh sends the table list and tidies the lookup spreadsheet. I add the domain fallback for the tickets and load the lookup once it arrives. Aoife, you decide which account managers come to the first session.
- Aoife MulcahyDone. I'll have names for you shortly.
- Niamh FogartyI'll get the list over to you by tomorrow.
- Hamza AkhtarBrilliant. Then we'll speak again once the usage data is in. Thanks both, that was really useful.
- Aoife MulcahyThanks a million, Hamza. Bye now.
- Niamh FogartyBye, speak soon.
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