Carrowkeel Software / BB-Demo – Training
Callcompleted
Carrowkeel Software · 2025-10-08 10:30
Hamza Akhtar trained Siobhán Nolan and Niamh Fogarty on asking questions, pinning a renewals page and admin. Only Niamh has used the brain so far; forty licensed users and a handful active leave headroom.
What was said
What this says
Current to 14 Oct 26Hamza Akhtar trained Siobhán Nolan and Niamh Fogarty on asking questions, pinning a renewals page and admin. Only Niamh has used the brain so far; forty licensed users and a handful active leave headroom.
What happened: Hamza ran a 79-minute training on 8 Oct 2025. Siobhán asked about agency groups with tickets and falling usage, and a no-tickets query returned three groups she will check with the account manager.
Customer view: Niamh said she has been the main user, and Siobhán has only had a quick look. Niamh held back until sure it was worth it and thinks she can now make the case.
Commercial: Forty licensed users with only a handful active is headroom, and Hamza advised inviting customer success and support leads. This is adoption work under the subscription rather than a sale.
Watch: Niamh is a single heavy user, which is key-person risk. Renewal dates are not all clean in the CRM, and Niamh will tidy them this week.
Themes
Current to 9 Oct 26Theme
Training and adoption headroom
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hamza Akhtar to send the steps followed, example questions and admin notes on inviting users.
- Niamh Fogarty to tidy the renewal date fields this week.
- Siobhán Nolan to try the weekly page on Monday and report if it breaks.
Risks
Current to 9 Oct 26- Niamh Fogarty has been the main user, so adoption depends on one person.
- Renewal dates in the CRM are not all clean, so the renewals review page may mislead until fixed.
Opportunities
Current to 9 Oct 26- Forty licensed users with only a handful active leaves room to bring in customer success and support leads.
- A pinned weekly renewals review page could make the brain part of the customer's routine.
Transcript
Hamza Akhtar NoneMorning, both. Siobhán, Niamh, can you hear me?
Niamh Fogarty NoneMorning, Hamza. Yes, all fine here.
Siobhán Nolan NoneMorning. Yeah, I can hear you. Give me a second, I'm just closing about nine tabs.- Hamza Akhtar NoneTake your time. Anything good going on this week? Wednesday always feels like the longest day.
- Siobhán Nolan NoneWe've got a couple of agency groups renewing soon, so it's a lot of reading tickets and trying to work out who's happy. Which is sort of the whole reason we're here.
- Niamh Fogarty NoneYeah. And I'll admit I've been the main one in the brain so far. Siobhán has had a quick look, but that's it.
- Hamza Akhtar NoneThat's pretty common at this stage, and it's fine. So today I'd like to make Siobhán comfortable asking her own questions, and Niamh, I'll show a couple of things on the admin side. I'll share my screen in a second. Does that work?
- Siobhán Nolan NonePerfect. Honestly I'd start with something realistic. Like, which agency groups are at risk.
- Hamza Akhtar NoneLet's do that, but I want to be careful with the word risk, because the brain won't know what you mean until you tell it. So we'll break it into parts. Can you see my screen?
- Niamh Fogarty NoneYes. Chat window, and the sources panel on the right.
- Hamza Akhtar NoneRight. Siobhán, you type it. What would you naturally ask?
- Siobhán Nolan NoneOkay. Um. Which agency groups have had the most support tickets in the last quarter?
- Hamza Akhtar NoneThat's a good start. Now look at what came back. It's a list, but notice it's counting tickets by group, and it's linking to the helpdesk records. Click one.
- Siobhán Nolan NoneOh, so I can see the actual tickets. That's handy. I normally have to filter in the helpdesk and export it.
- Hamza Akhtar NoneExactly. Now the useful bit. Ask it to compare that against product usage for the same groups.
- Siobhán Nolan NoneHang on, it's saying two groups have lots of tickets and falling usage. That's the one I'd worry about.
- Niamh Fogarty NoneYeah, that's the pattern. Many tickets and dropping activity is different from many tickets with heavy usage.
- Hamza Akhtar NoneRight, and I'd go further. Few tickets from a group that's gone quiet can be worse. Silence isn't always happiness. Ask it for groups with usage falling and no tickets at all.
- Siobhán Nolan NoneOkay, that gives me three. I didn't expect one of those. I'll check with the account manager.
- Hamza Akhtar NoneGood, that's exactly the type of thing it's meant to catch. One caution: it only knows what's connected. If renewals are tracked in a spreadsheet that isn't a source, it won't see them.
- Niamh Fogarty NoneAh. That's a fair point. Some of our renewal dates are in the CRM, but not all of them are clean.
- Hamza Akhtar NoneThen it's worth tidying those fields. Garbage in, honestly. Let's carry on and I'll come back to that in the admin part.
- Hamza Akhtar NoneNow pages. If there's a view you want every week, pin it. Let's make one for your renewals review. What do you look at in that meeting today?
- Siobhán Nolan NoneHonestly, it's a mess. Renewal date, last contact, open tickets, and whether they've logged in. We pull it by hand.
- Hamza Akhtar NoneThen we'll build that one, as questions, and you can adjust. Watch the order.
- Niamh Fogarty NoneThat's pretty much it. Could we add something about who in the group is actually using it? Not just a number.
- Hamza Akhtar NoneYes, you can ask for the people behind the activity. It shows names where your permissions allow it. Try it.
- Siobhán Nolan NoneThat's the champion question, isn't it. If one person is doing all of it, that's a risk.
- Hamza Akhtar NoneExactly, key-person risk. Good instinct.
- Hamza Akhtar NoneOkay, Niamh, admin things. You have forty licensed users and today only a handful are active. So there's plenty of room. My suggestion is to invite your colleagues in customer success first, then support leads.
- Niamh Fogarty NoneYeah. We held back until we were sure it's worth it. I think after today I can make that case.
- Hamza Akhtar NoneReasonable. Let me show you the connector screen so you can see what's configured and when it last refreshed.
- Niamh Fogarty NoneOkay, so I'd look there first if something looks stale. And the refresh finishes before the morning, right?
- Hamza Akhtar NoneOvernight, yes, ready for the start of the working day. If it's not, raise a ticket with the connector name and we'll look at it.
- Siobhán Nolan NoneCan I ask a possibly silly question? How do I know it's not making things up?
- Hamza Akhtar NoneNot silly at all. Open the sources every time, especially at first. If it can't point to a record, treat the answer with suspicion, and tell us.
- Siobhán Nolan NoneFair enough. That's reassuring, actually.
- Hamza Akhtar NoneRight. So next steps. I'll send you the steps we followed, plus a short list of example questions for customer success. Niamh, I'll include the admin notes on inviting users.
- Niamh Fogarty NoneGreat. And I'll tidy those renewal date fields this week, so the review page is trustworthy.
- Siobhán Nolan NoneAnd I'll try the weekly page on my own on Monday and tell you if it breaks.
- Hamza Akhtar NonePlease do. Marcus will be in touch for the check-in as well, so save your questions for him. Anything else?
- Siobhán Nolan NoneNo, that's everything. Thanks, Hamza, that was really helpful.
- Niamh Fogarty NoneYeah, thanks. Speak soon.
- Hamza Akhtar NoneCheers both. Bye for now.
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