Carrowkeel Software / BG-Demo – Onboarding
Callcompleted
Carrowkeel Software · 24 Sep 2025 10:45
Onboarding call for a new Growth customer. The helpdesk connector was approved and is awaiting first sync. The CRM and usage connectors depend on IT and engineering, and CRM group records are inconsistent.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call for a new Growth customer. The helpdesk connector was approved and is awaiting first sync. The CRM and usage connectors depend on IT and engineering, and CRM group records are inconsistent.
What happened: Hamza Akhtar agreed the order of sources with Aoife Mulcahy and Niamh Fogarty: helpdesk, then CRM, then product usage. Niamh created the token and the helpdesk connector was connected during the call.
Customer view: Aoife wants one thing that works, not a big bang, and a view of usage by agency group. Niamh is the named admin and relieved the access is read-only.
Commercial: The order form is Growth at £42k a year with forty licensed users. Aoife said forty seats is plenty for now, so there is headroom rather than an upgrade signal.
Watch: Agency groups are set up differently across CRM records, and the CRM and usage connectors both need other teams. Marcus Bell takes over for adoption once live.
Themes
As at Fri 9 Oct 2026Theme
Onboarding and first connectors
Importance
neutral
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 writes up how agency groups sit in the CRM by the end of the following week.
- Niamh asks IT about the integration user and introduces Hamza to engineering.
- Hamza sends the permissions note, a first set of questions and a written summary, copying Marcus Bell.
Risks
As at Fri 9 Oct 2026- Agency groups are represented inconsistently in the CRM, which may undermine the group view Aoife wants.
- The CRM connector needs an integration user from IT, and the usage connector needs engineering to share tables.
- Niamh has not yet decided whether internal ticket notes are read, which is still open.
Opportunities
As at Fri 9 Oct 2026- A first helpdesk-to-CRM question on tickets and renewals can prove the join and build confidence.
- Rollout can widen from a few people to the wider success team on the forty licensed seats.
Transcript
Hamza AkhtarHello, can you hear me alright?
Aoife MulcahyHi Hamza, yes, loud and clear. Niamh's just coming in, I can see her in the lobby.
Niamh FogartySorry, sorry. My headset decided to update itself right as I joined. Morning, both.- Hamza AkhtarNo bother at all. Morning, Niamh, morning, Aoife. How's the week treating you?
- Aoife MulcahyBusy, but grand. I've got a renewal I'm watching this week, one of our bigger agency groups, and I'd love to say I know exactly how it's going. Which is really why we're here, isn't it.
- Hamza AkhtarThat's a good place to start, actually. So today is the onboarding call. The plan is to agree which sources we connect first, who on your side owns each one, and what you'd like to be able to ask the brain by the end of the first few weeks. Does that sound right?
- Aoife MulcahyThat's it exactly. Show me the usage, Hamza, that's all I want. Which agencies are at the edge, who's adopting the new features, who's gone quiet.
- Niamh FogartyAnd from my side, I want to know how much of this lands on me. I'm the admin, so I assume the credentials and the permissions come through me.
- Hamza AkhtarYes, mostly. You'll be the named admin for the workspace, so you approve each connector. For anything that needs a service account in your own systems, you might need a colleague in IT to create it, and we'll tell you exactly what permissions it needs. Read-only, in every case.
- Niamh FogartyRead-only is good. I'll sleep better.
- Hamza AkhtarRight. So just to recap what's in the order form. You're on Growth, forty licensed users, and the contracted figure is £41,800 a year. Customer since mid August. Nothing's changed there?
- Aoife MulcahyNo, that's what we signed. Forty seats is plenty for us for now. Honestly it's mostly going to be me, Niamh and Siobhán to begin with, and then the rest of the success team once they see it working.
- Hamza AkhtarThat's a sensible way to roll it out. Start small, get a few real answers, then open the doors.
- Aoife MulcahyMm. And I'll be honest, I don't want a big bang. I want one thing that works.
- Hamza AkhtarThen let's pick the one thing. From the profile, I'd say the helpdesk first, so support tickets per agency group. Then the CRM for the renewals, and then product usage. Three sources. Is that the right order?
- Niamh FogartyHelpdesk first, yeah. That's the one I live in. The CRM is a bit messier, to be fair, the agency groups are not always set up the same way from one record to the next.
- Aoife MulcahyOh, they're not. We've got an agency that's one record in one place and four branches in another. Which is the whole reason I want this, so I can see the group as a group.
- Hamza AkhtarOkay, that's really useful to know before we connect anything. Niamh, would you be able to write down, even roughly, how a group is meant to be represented in the CRM, and where it differs? It doesn't need to be tidy.
- Niamh FogartyI can do that. Give me until end of next week? I'd rather do it properly than send you a mess.
- Hamza AkhtarEnd of next week is fine. A messy note is honestly more useful than a clean one, so don't polish it.
- Aoife MulcahyShe will polish it. She can't help herself.
- Niamh FogartyGuilty.
- Hamza AkhtarNow, the helpdesk connector. Before I share my screen, a question about history. How far back would you like the tickets to go? Everything, or the last year or so?
- Aoife MulcahyEverything we've got, if it's no trouble. Renewals are a long game, and I want to see whether an agency was noisy a year ago and has gone quiet, or the other way round.
- Hamza AkhtarRight, quiet after noisy is exactly the pattern worth catching. Everything it is. The first load will take a while, so I'd expect to see it overnight rather than while we're on the call.
- Niamh FogartySorry, one thing. Will it pick up the internal notes on tickets, or only what the agency actually wrote?
- Hamza AkhtarGood question. By default it reads both, but you can switch the internal notes off per connector. Some customers do, if the notes are a bit candid.
- Niamh FogartyOurs are candid. Let me think about that and come back to you.
- Aoife MulcahyLeave them on for the three of us and we'll see. Actually no, let's hold on that, let Niamh decide. She knows what's in them.
- Hamza AkhtarThat's fine, I'll leave it as a setting for Niamh to confirm. Okay, let me share my screen so you can see the admin page where you approve the connection.
- Niamh FogartyRight, I've got the approval screen. It's asking for a token from the helpdesk. Where do I get that?
- Hamza AkhtarIn the helpdesk admin settings, under the API section. You'll want to create a new token rather than reuse an old one, and name it something obvious so nobody deletes it by accident.
- Niamh FogartyDone, I'll call it BG-Demo brain. Pasting it in now.
- Hamza AkhtarAnd there we go, it's connected. You'll see it's marked as waiting for first sync. That's the overnight load I mentioned.
- Aoife MulcahyOh, that was painless. I was braced for a lot worse.
- Hamza AkhtarThe CRM one has a few more steps because of the permissions, but it's the same shape. Shall we do it now, or would you rather get IT in the room first?
- Niamh FogartyIT first, I think. I don't have the rights to create an integration user in the CRM. I'll ask a colleague today and see if we can do it together tomorrow.
- Hamza AkhtarPerfect. I'll send you a one-page note with the exact permissions, so your colleague isn't guessing.
- Aoife MulcahyWhile we're here, can I ask what the first question should be? Once the data's in, what would you try?
- Hamza AkhtarI'd start simple. Ask it which agency groups raised the most tickets last month, then ask which of those have a renewal coming up. If that comes back sensible, you've proved the join between the helpdesk and the CRM, and everything else builds on it.
- Aoife MulcahyGrand, let's do it. And if it doesn't come back sensible, I'll be on to you.
- Hamza AkhtarI'd expect nothing less.
- Niamh FogartySorry, I'm back, I was reading the permissions page. Can I check, the usage data, is that something we send you or do you pull it?
- Hamza AkhtarIt lands in your Snowflake account, and we read from there. So it's a conversation with whoever looks after your product data, about getting the usage tables shared. Do you know who that is?
- Niamh FogartyA colleague in the engineering team. I'll introduce you by email.
- Hamza AkhtarPlease do. That'll be the third connector, and probably the longest, so best to start that conversation early.
- Aoife MulcahyHamza, before we finish. Marcus is our CSM on your side, isn't he? Should I be talking to him about anything, or is it all through you for now?
- Hamza AkhtarThrough me for the implementation, and Marcus Bell picks up once we're live, for adoption and the reviews. I'll make sure he's copied on the notes so he's not starting cold.
- Aoife MulcahyLovely. Right, so just to say it back. Niamh writes up how the agency groups sit in the CRM, by end of next week. Niamh also asks IT about the integration user and introduces Hamza to engineering. Hamza sends the permissions note and a first set of questions.
- Hamza AkhtarThat's all of it, plus Niamh deciding on the internal notes. I'll send a written summary today so it's not just in our heads.
- Niamh FogartyBrilliant. Thanks, Hamza. That was far less scary than I thought.
- Hamza AkhtarGood, that's the aim. Speak soon, both.
- Aoife MulcahyThanks a million, Hamza. Bye now.
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