Carrowkeel Software / BB-Demo – Training
Callcompleted
Carrowkeel Software · 2025-10-13 11:30
On 13 Oct 2025 Hamza Akhtar trained Niamh Fogarty and Siobhán Nolan on search, chat, pages, dashboards and admin. They found value fast, but only five or six of forty licensed users are active.
What was said
What this says
Current to 13 Oct 26On 13 Oct 2025 Hamza Akhtar trained Niamh Fogarty and Siobhán Nolan on search, chat, pages, dashboards and admin. They found value fast, but only five or six of forty licensed users are active.
What happened: Hamza walked the team through search, chat, saved questions, pages and the dashboards builder. Both customer attendees built dashboards and Niamh went through the connector and access settings.
Customer view: Siobhán found a usage dip and two reopened tickets that she says would have taken an afternoon of digging. Niamh linked the tool to what Aoife keeps asking for: which agencies are at the edge before renewal.
Commercial: Niamh said forty licensed users, but only five or six are in regularly. Aoife wants the team using it before the next planning round, so the whole customer success team and some account management are to be invited.
Watch: The brain refreshes nightly, so same-day escalations still need the helpdesk. A flat connector count needs a ticket to BB-Demo, and Marcus Bell is to check usage in a few weeks.
Themes
Current to 9 Oct 26Theme
Growth plan adoption training
Importance
neutral
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 sends the one page guide and the list of saved questions.
- Niamh Fogarty invites the rest of the team this week and sets access for the sensitive groups.
- Siobhán Nolan shares her dashboard with Aoife Mulcahy before the planning round, and Marcus Bell does a usage check-in in a few weeks.
Risks
Current to 9 Oct 26- Only five or six of forty licensed users are active, so value is not yet spread across the team.
- The nightly refresh means same-day escalations will not show, which Siobhán Nolan had assumed otherwise.
- A connector that sits flat can go unnoticed if the weekly admin check is skipped.
Opportunities
Current to 9 Oct 26- Inviting the whole customer success team and some account management uses seats already licensed on Growth.
- Shared saved questions and dashboards give a base for the planning round and for showing value.
Transcript
Hamza Akhtar NoneMorning both. Can you hear me all right?
Niamh Fogarty NoneLoud and clear. Siobhán, I think you're on mute.
Siobhán Nolan NoneSorry, sorry. Morning! Classic. Hi Hamza.- Hamza Akhtar NoneNo bother. Wet one in Dublin, is it? It's bucketing down here.
- Niamh Fogarty NoneSame. I came in on the bus soaked through, so I'm only now feeling human.
- Hamza Akhtar NoneRight, so today is a proper walk through for the people who'll live in the brain every day. I'll share my screen in a second. The plan is search first, then chat, then pages, and then the dashboards builder, which you have because you're on Growth. Niamh, I'll finish with the admin side, if that suits.
- Niamh Fogarty NoneThat suits. I mainly want to know what I need to look after so it doesn't drift.
- Siobhán Nolan NoneAnd I want to stop opening four tabs every time someone asks me about an agency group.
- Hamza Akhtar NoneThat's exactly the thing it's for. Okay, you should see my screen now. This is the home view. Left side is search, chat sits across the top. Can you see it?
- Siobhán Nolan NoneYep. A bit small, but yes.
- Hamza Akhtar NoneI'll zoom in. Better? Good. So search first. Type the name of an agency group, and you get everything the brain knows: the support tickets, the renewal record, the product usage. All in one list, not split by system.
- Siobhán Nolan NoneCan I try one? Let me put in one of our bigger groups. Oh. That's quick.
- Hamza Akhtar NoneRight. Click into the first result. See the little source tag on each line? That tells you where it came from, so if you doubt something you can go straight back to the helpdesk or the CRM.
- Niamh Fogarty NoneSo it's not making things up. It's pointing at the record.
- Hamza Akhtar NoneYes. And if it can't find something it should say so. If it ever gives you an answer with no source, tell me, because that's not how it's meant to behave.
- Siobhán Nolan NoneOkay. Let me have a go at chat then. I'll ask which agency groups raised the most tickets recently. Is that a sensible thing to ask?
- Hamza Akhtar NonePerfect question. Go for it.
- Siobhán Nolan NoneSorry, I'm reading it. It's given me a ranked list. Hang on, one group near the top surprises me. I'd have said they were quiet.
- Hamza Akhtar NoneClick the source link on that row. You see the tickets underneath? So that's your check. Sometimes quiet in your head and busy in the data are different things, and that's quite useful.
- Niamh Fogarty NoneMm. That's the sort of thing Aoife keeps asking me for. Which ones are at the edge before the renewal comes round.
- Hamza Akhtar NoneRight, and chat is better when you give it a time frame and a group. Rather than asking what's going on, try asking what changed in the last month for a named group. Have a go.
- Siobhán Nolan NoneRight. That's good. It's told me usage dipped and two tickets were reopened. I wouldn't have found that without an afternoon of digging.
- Hamza Akhtar NoneBrilliant. Now, can I show you saving a question? Because you'll ask the same few every week. Top right, this star. Name it something you'll remember.
- Niamh Fogarty NoneIs that private to Siobhán, or can the whole team see it?
- Hamza Akhtar NoneYour choice. Private by default, and you can share it to the team. I'd share the good ones so people stop reinventing them.
- Siobhán Nolan NoneGrand. I'll share it. Hmm, can I rename it afterwards if I get the wording wrong?
- Hamza Akhtar NoneYes, just click the title. Okay, pages next. Pages are the written summaries the brain keeps up to date, one for each organisation. Let me open one.
- Niamh Fogarty NoneWho updates those? Us, or is it automatic?
- Hamza Akhtar NoneAutomatic, from the nightly refresh, which is done by 07:00 on business days. So if you open a page at nine, it reflects yesterday's tickets and calls. You can add your own notes on top and they won't be overwritten.
- Niamh Fogarty NoneGood. That was my worry, someone typing a note and it vanishing.
- Siobhán Nolan NoneQuick one. If something happens at two in the afternoon, a big escalation say, it won't show till the next day?
- Hamza Akhtar NoneCorrect, it's a nightly cycle. For something live you'd still look in the helpdesk. The brain is for the picture, not the minute.
- Siobhán Nolan NoneFair enough. Good to know, I'd have assumed otherwise.
- Hamza Akhtar NoneSo, the dashboards builder. This is the bit Growth adds. Think of it as turning a question you keep asking into a view you can look at. I'll build one from the saved question we just made, and then you build one yourselves.
- Niamh Fogarty NoneRight, I've added the tickets by group as a chart. Can I put renewals on the same page, or is that a separate dashboard?
- Hamza Akhtar NoneSame page is fine. Add a second tile, choose renewals, and filter by the quarter. Don't worry about making it pretty. Get it useful first.
- Siobhán Nolan NoneMine's built. It's a bit plain, honestly. But I can already see which groups have renewals coming and how many tickets they raised.
- Hamza Akhtar NoneThat's most of the value right there. Plain and correct beats pretty and wrong.
- Niamh Fogarty NoneCan I ask about the numbers? We've got forty licensed users, but I count maybe five or six of us actually in there regularly.
- Hamza Akhtar NoneThat matches what I can see. It's very normal at this stage. The licences are there, most people just haven't been shown it yet. Who else on the customer success side would use it?
- Siobhán Nolan NoneHonestly, the whole team, and probably a couple of people in account management. Aoife wants the team using it before the next planning round.
- Hamza Akhtar NoneThen I'd suggest you invite them in a batch, and use these saved questions as the starting point so they're not facing a blank box. I can send you a short guide to forward.
- Niamh Fogarty NoneYes please. If it's one page I'll actually get people to read it.
- Hamza Akhtar NoneRight, Niamh, admin side now. Share your screen if you like, then I can see what you see.
- Niamh Fogarty NoneOkay, you should have it. I'm in settings. Users, connectors, and something called access.
- Hamza Akhtar NoneGood. Connectors first. Each one shows a count of records indexed and the last load. What you want is that number moving. If it sits flat for a couple of weeks, something has changed at the source, usually a system change or a permission.
- Niamh Fogarty NoneRight. So I check it, what, weekly?
- Hamza Akhtar NoneWeekly is plenty. And if one stalls, raise a ticket with us, don't wait. We would much rather hear early.
- Siobhán Nolan NoneWe raised one a few weeks ago, actually. It was sorted quickly, which was nice.
- Hamza Akhtar NoneGood, that's how it should work. Now access. This is where you decide who sees which groups. If you've got sensitive agencies, restrict them here rather than relying on people to behave.
- Niamh Fogarty NoneMm, that's useful. Is there anything I can break by clicking the wrong thing?
- Hamza Akhtar NoneDisconnecting a connector is the big one, and it asks you to confirm. Everything else you can undo.
- Siobhán Nolan NoneHamza, I've had a go at asking it for the renewals coming up and the usage per group side by side. It's done it, but I'm not sure I trust the second half. Can you look?
- Hamza Akhtar NoneSure, share it. Ah, I see. Usage is the monthly average, not the latest week, which is why it looks lower. Ask it for the last week specifically and it'll change. Good instinct to question it.
- Niamh Fogarty NoneI think I'm done on my side. I've got the connectors checklist written down and I'll invite the others this week.
- Hamza Akhtar NoneBrilliant. So, to recap. I'll send the one page guide and a list of the saved questions we made today. Niamh, you invite the rest of the team and sort access for the sensitive groups. Siobhán, share your dashboard with Aoife so she's seen it before the planning round.
- Siobhán Nolan NoneWill do. She'll be thrilled. She keeps asking where the data lives.
- Hamza Akhtar NoneAnd Marcus Bell, your CSM, will pick up a check-in in a few weeks to see how usage has moved. If anything's odd before then, shout.
- Niamh Fogarty NoneThanks, Hamza, that was really clear. Longer than I thought, but worth it.
- Siobhán Nolan NoneYeah, thank you. Speak soon.
- Hamza Akhtar NoneCheers both. Enjoy the rest of the week.
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