Carrowkeel Software / BG-Demo – QBR
Callcompleted
Carrowkeel Software · 2 Jan 2026 12:00
At the 2 Jan 2026 QBR the CFO confirmed the Growth order form and asked what to expect at renewal. Sophie Ling will send terms in writing against it. Usage and questions are rising, with headroom in the 40 users.
What was said
What this says
As at Fri 9 Oct 2026At the 2 Jan 2026 QBR the CFO confirmed the Growth order form and asked what to expect at renewal. Sophie Ling will send terms in writing against it. Usage and questions are rising, with headroom in the 40 users.
What happened: Marcus Bell showed active users up by about a fifth on the previous quarter, with questions climbing and no longer dominated by one person. One ticket in the quarter was high priority and was resolved quickly.
Customer view: Aoife Mulcahy uses the per agency view before every renewal call. Conor Daly confirmed the executed order form at forty-one thousand eight hundred pounds a year with forty users, and nothing overdue.
Commercial: Conor asked whether renewal terms will be the same as today, and Sophie Ling declined to give a number on the call. He agrees nothing on a call, so terms go in writing with the order form reference and the usage summary.
Watch: If the order form sits under the v1 price book, a renewal after 1 Jul 2026 moves to the v2 list (Growth +13.6%). That lands on a CFO who will compare line by line.
Themes
As at Fri 9 Oct 2026Theme
Growth QBR, renewal terms
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to set up a half hour session for the account managers with Niamh Fogarty the week after next.
- Marcus Bell to send Aoife the dashboard walkthrough for the per agency usage view.
- Sophie Ling to send the renewal terms in writing, with the usage summary and order form reference, well before the notice date.
Risks
As at Fri 9 Oct 2026- Conor expects terms to be the same as today, and a first renewal after 1 Jul 2026 under the v1 price book would move to the v2 list.
- He agrees nothing on a call, so the written terms and usage summary carry the whole renewal conversation.
Opportunities
As at Fri 9 Oct 2026- Implementation team and new account managers have not yet been shown the brain, so wider rollout could use more of the 40 users.
- Sophie offered to discuss more users or connectors as a separate conversation from the renewal.
Transcript
Marcus BellHello, can you all hear me? I'll share my screen in a second, just let me find the right window.
Aoife MulcahyHiya Marcus, loud and clear. Happy new year to you.- Marcus BellAnd to you. Thanks for making time on the first Friday back, I know it's a bit mean.
Sophie LingHello all, happy new year. Sorry, I'm in a muddle with my headset, bear with me. Can you hear me?
Niamh FogartyYes, you're grand. Conor's just coming in, I think he's finishing something in the other room.
Conor DalyHello, hello. Sorry, a minute late. Happy new year, everyone.- Aoife MulcahyQuiet in the office this week, is it? We've had about three people in and one of them was the cleaner.
- Sophie LingSame here. London is a ghost town. Right, I'll let Marcus take it, he's got the numbers.
- Conor DalyBefore we start, if I may. Just to confirm the paperwork. We have the signed order form for Growth, and I've got it down as forty-one thousand eight hundred a year. Is that what you have?
- Sophie LingYes, that's the executed order form. Forty-one thousand eight hundred annual, forty users, and the invoices Niamh's team have received match it.
- Conor DalyGood. And nothing overdue on our side?
- Marcus BellNothing overdue that I can see, no. Everything's been paid on time since you joined.
- Conor DalyFair enough. Then that's me happy on the paperwork. Sorry, Marcus, go on.
- Marcus BellNo, that's useful, thanks Conor. So what I want to cover today is usage over the last quarter, what Aoife's team are actually asking the brain, anything on the admin side from Niamh, and then a quick word on what's coming up. Shall I start with the usage?
- Aoife MulcahyPlease. Show me the usage, that's what I'm here for.
- Marcus BellRight, so you should be seeing a chart now. Can you see it?
- Niamh FogartyYes, we see it.
- Marcus BellOkay. So the headline is that active users are up by about a fifth compared with the previous quarter. On a typical day you've got somewhere around seven or eight people in there. You're licensed for forty, so there's quite a bit of room, but the direction is the right one.
- Aoife MulcahyThat's grand. I was hoping it was going that way, because I've been nagging the account managers since the autumn.
- Marcus BellIt shows. And the thing I like more than the user count is the questions. That's the number that tells me whether people are getting value, and it's climbing as well. It isn't just one person any more, either. In the summer it was mostly you and Niamh.
- Niamh FogartyYeah, that's true. I used to answer half the questions in the team channel myself. Now people just go and look.
- Aoife MulcahyWhich is the whole idea. Honestly, the one I use most is the per agency view. Which agencies are at the edge, which ones have gone quiet on tickets, which ones haven't touched a new feature. I pull it before every renewal call.
- Marcus BellThat's the pattern I'd hoped for, to be honest. Can I ask, when you say quiet on tickets, is that something you're reading as good or bad?
- Aoife MulcahyDepends. Quiet and busy in the product is fine. Quiet in both, then I ring them. Quiet and not logging in, that's a conversation. I wouldn't say it to their face, mind, I'd just say I was calling for a catch up.
- Marcus BellHa, fair. And that's exactly where combining the tickets with the usage helps, because you're not guessing.
- Conor DalyCan I ask a practical thing? Of the forty we pay for, how many are actually assigned to a person?
- Marcus BellGood question. I've pulled the numbers. Everyone who has a login is counted, and some of those are people who've signed in once and never come back. So the licensed forty is what you pay for, and the active group is smaller, as I said. I'd say that's a rollout question more than a licence question.
- Conor DalyUnderstood. I'm not complaining, I just like to know what we're paying for.
- Aoife MulcahyAnd I'd rather have the room than be knocking on the door asking for more in March. We've got the implementation team and the new account managers who haven't been properly shown it yet.
- Marcus BellWhich is something I can help with. Happy to jump on a call with them. A half hour session for the account managers, walk through the agency view, show them how to ask a proper question. People tend to type something vague the first time and give up.
- Aoife MulcahyOh, they do. They type one word and then say it doesn't work. Yes, please, do that. Can we say the week after next? Niamh, would that suit?
- Niamh FogartyIt should do, I'll check the diary and send round a time. Do you need me to pick the people or Aoife?
- Aoife MulcahyI'll give you the list, Niamh. You just do the invite.
- Marcus BellPerfect. Now, Niamh, over to you for a minute. How have the connectors been behaving?
- Niamh FogartyQuietly, mostly, which is what I like. The nightly refresh has been there when I come in each morning. We've kept to the same sources since the autumn, the helpdesk, the CRM and the product usage feed. There's one thing I wanted to flag, we had a ticket last month.
- Marcus BellYes, I saw that. One ticket, marked high priority. That was yours?
- Niamh FogartyIt was. I marked it high because we had a renewal review the next day and the numbers looked off. It came back quick, so no complaints. I'd just rather you knew I'm not in the habit of marking things high.
- Marcus BellNo, that's what the priority is for. And it's the only one, so I'd read that as a healthy quarter. With a user group of this size I'd expect a few how-to questions and we've barely had any.
- Sophie LingWhich is partly why it's nice to see the usage going up at the same time. Sometimes you see silence and shrinking numbers and that tells a different story. This is the good version.
- Aoife MulcahyI'll take the good version.
- Marcus BellLet me flip to dashboards for a second. You've built a few of your own now. The renewals one in particular gets opened a lot. Is that the one you showed your leadership team?
- Aoife MulcahyThat's the one. Conor's seen it, haven't you?
- Conor DalyI have. It was the first time I'd seen renewals and ticket volumes next to each other. I'll admit that was useful. I don't pretend to follow the product side of it, but the page made sense.
- Aoife MulcahyHe doesn't do product. He does cash.
- Conor DalyI do cash. Which, if we're at that point, brings me to August.
- Sophie LingYes, I was going to raise it. The contract runs to the middle of August and the renewal date is fifteen August, so it's a long way off, but I like to say it early so nobody's surprised.
- Conor DalyThank you. Then I'd like to ask now, what should we expect on the terms? Same as today?
- Sophie LingI'd rather not give you a number on a call, Conor, and I suspect you'd rather I didn't. What I'll do is send the renewal terms in writing, well ahead of the notice period, with the order form attached so you can compare line by line.
- Conor DalyYes, that's what I'd prefer. In writing, against the signed order form. I don't agree anything on a call, I hope you understand.
- Sophie LingCompletely. I'd be worried if you did.
- Marcus BellAnd from my side, I'll make sure the usage summary goes with it, so the value case is in the same pack. I don't get into price, that's Sophie's, but I'll make sure the evidence is there.
- Aoife MulcahyGrand. Let's do it that way. And Conor, you'll look at it when it lands, not the week before?
- Conor DalyI'll look at it when it lands. Fair enough, point taken.
- Aoife MulcahyBecause last time it was a Thursday evening and I had a very stressful Friday.
- Conor DalyThat was the supplier before. Not these people.
- Marcus BellHa. Okay, so before we run out of time, is there anything on the roadmap side that Aoife or Niamh wanted to ask about? Anything you'd like the brain to do that it doesn't?
- Aoife MulcahyOne thing. I'd love to see usage per agency group over time in one view without me exporting it. I do it by hand now and it takes me an afternoon each month.
- Marcus BellRight. I won't promise anything on dates, that's not mine to promise, but you may be able to build most of that yourself on the dashboards builder, since you're on Growth. Can I send you a short walkthrough and we see how close it gets?
- Aoife MulcahyPlease do. If it gets me ninety percent there I'll live with it.
- Niamh FogartyI'd like that too, honestly. I'm the one who ends up doing it when she's busy.
- Sophie LingAnd if it turns out you need more users or more connectors as the rollout widens, tell Marcus and we'll look at it properly, as a separate conversation from the renewal.
- Aoife MulcahyWe'll see how the account managers take to it first. No point buying a bigger coat before we've worn the one we have.
- Conor DalyThat's the sort of sentence I like to hear from you.
- Marcus BellRight, so to recap. One, I'll set up the half hour session for the account managers with Niamh, week after next. Two, I'll send Aoife the dashboard walkthrough. Three, Sophie sends the renewal terms in writing, with the usage summary, well before the notice date. Anything I've missed?
- Conor DalyOnly that I'd like the order form reference in the covering note, so I can find the right document.
- Sophie LingDone. I'll put the order form date in as well, the fifteenth of August last year, so it's obvious which one it replaces.
- Conor DalyGood. Thank you.
- Aoife MulcahyThanks a million, all. Enjoy what's left of the day, and mind the weather over there.
- Marcus BellThanks everyone. Speak soon.
- Niamh FogartyBye all.
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