Carrowkeel Software / BG-Demo – Check In
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Carrowkeel Software · 9 Apr 2026 09:15
On 9 Apr 2026 Aoife Mulcahy reported rising use, no tickets and questions spread across the team. She wants to keep going and grow the user count. Renewal terms will come in writing from Sophie Ling.
What was said
What this says
As at Fri 9 Oct 2026On 9 Apr 2026 Aoife Mulcahy reported rising use, no tickets and questions spread across the team. She wants to keep going and grow the user count. Renewal terms will come in writing from Sophie Ling.
What happened: Marcus Bell ran a short check-in with Aoife Mulcahy on 9 Apr 2026. Usage is up, there are no tickets and the nightly refresh is landing on time.
Customer view: Aoife credits the January session for the rise. She says the per agency view let her ring an agency group before their renewal conversation, not during it.
Commercial: The contract runs to mid-August and Sophie Ling will send terms in writing, as Conor Daly will not take a number by phone. Aoife will raise growth with Conor once she has seen how the summer looks.
Watch: One account manager is frustrated by single-word questions. Aoife needs to run any reference request past Conor.
Themes
As at Fri 9 Oct 2026Theme
Healthy usage, renewal ahead
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to run a drop-in with the account managers on Thursday once Aoife sets it up.
- Aoife to send Marcus a screenshot of the dashboard grouping issue the same day.
- Sophie Ling to send renewal terms in writing with Marcus's usage summary over the summer.
Risks
As at Fri 9 Oct 2026- Aoife still has to take the growth idea to Conor, who agrees terms only in writing against the signed order form.
- One account manager is getting poor answers from single-word questions and could disengage.
Opportunities
As at Fri 9 Oct 2026- Aoife wants more people on the Growth plan, and users are well below the forty licensed.
- The dashboards builder agency group view is about ninety percent of the way there, which supports further investment.
- Aoife may act as a reference later, subject to Conor agreeing.
Transcript
Aoife MulcahyMorning, Marcus. Can you hear me okay? I've the kettle going behind me so apologies if it screams.
Marcus BellMorning Aoife, yes, all fine. Let me share my screen and I'll tell you what I want to cover. Give me two seconds.- Aoife MulcahyTake your time. It's been one of those mornings anyway. Two agencies emailed before I'd even sat down.
- Marcus BellAh, that's the job. Right, can you see the usage page?
- Aoife MulcahyI can, yes.
- Marcus BellGood. So this is a short one. I'd like to go through the usage since we last spoke, check how the account managers are getting on, and see if there's anything blocking you. Then a quick look at what's coming up in the summer. Is that okay?
- Aoife MulcahyGrand. Show me the usage.
- Marcus BellSo average daily active users are now just over eleven. That's up again, by around a sixth on the previous quarter, which is on top of the rise you had before. You're licensed for forty, so there's still room, but it's a nice trend.
- Aoife MulcahyThat's the account managers. The session you did in January made the difference. Two of them are in it every single morning now. One of them told me she'd stopped keeping her own spreadsheet.
- Marcus BellThat's lovely to hear. Honestly, that's the best thing a customer can tell me.
- Aoife MulcahyMind you, one still types a single word and gets cross with it.
- Marcus BellHa. There's always one. If you want I can sit with that person for a quarter of an hour, it's usually just how the question is phrased.
- Aoife MulcahyWould you? I'll not name them, they'd die. I'll just say there's a drop in session on Thursday.
- Marcus BellSounds good. Now, tickets. I've got none at all in the last month, which is unusual, so I wanted to check that's because things are running well and not because people are fed up and not telling us.
- Aoife MulcahyNo, it's because it's working. Niamh would have shouted. I'd have shouted. We're not shy.
- Marcus BellNo, you're not, which I mean as a compliment. And the nightly refresh has been landing on time, so there's nothing for me to chase.
- Aoife MulcahyGood. Show me the questions page, if you've got it. I like that one.
- Marcus BellHere. Questions asked are the highest they've been since you joined, and they're spread across a good number of people now. It isn't leaning on one or two. That matters, because if one person leaves you don't lose the lot.
- Aoife MulcahyWhich is the thing I worry about. If I got hit by a bus it'd be Niamh and a lot of confused account managers.
- Marcus BellWell, don't get hit by a bus. But yes, this is the opposite of that. It's well spread.
- Aoife MulcahyCan I tell you what I did last week? Because it's the reason I'm so keen on the whole thing.
- Marcus BellPlease do.
- Aoife MulcahyThere's an agency group we have, a mid sized one, and their renewal comes up in the summer. I looked at them in the per agency view and their logins had thinned out over a couple of months and they'd stopped using the newer features. A year ago I'd not have seen that until they rang to complain. This time I rang them first. We found out their main person had moved on and nobody had been shown the new reporting.
- Marcus BellThat's exactly what it's for. And you got there before the renewal conversation, not during it.
- Aoife MulcahyThat's it. I'm doing a training with them on Monday. Which agencies are at the edge, that's all I ever wanted to know. And now I do.
- Marcus BellI'd love to use that with other customers, if you were ever happy to be a reference. I wouldn't name anyone without asking, but it's a nice story about how it's used.
- Aoife MulcahyAsk me nearer the time. I'd need to run it past Conor, he likes to know what's said about us.
- Marcus BellOf course. No pressure at all. Right, the other thing. I mentioned the dashboards builder in January. Did you have a go at the agency group view over time?
- Aoife MulcahyI did, and it's about ninety percent of the way there. I had to fiddle with the date range and I'm not sure the grouping is quite what I'd like, but it's saving me the afternoon every month. Niamh's chuffed.
- Marcus BellBrilliant. If you send me a screenshot of the bit that annoys you I'll take a look and see if it's a setting or a limit. I won't promise anything on the product side, but I can at least tell you which it is.
- Aoife MulcahyI'll send it this afternoon. I never let these sit over the weekend, so it'll be today.
- Marcus BellPerfect. Now, a quick word on the summer. The contract runs to the middle of August, and the renewal is the fifteenth. Sophie will be in touch with the terms in writing, nearer the time, and I'll send the usage summary with it. I don't do the price side, that's hers.
- Aoife MulcahyYes, Conor said the same. Everything in writing, against the signed order form. He'd not even take a number over the phone, you know.
- Marcus BellI remember. Sophie knows. So there's no surprises on that front, I just wanted to say it's coming.
- Aoife MulcahyGrand. From where I'm sitting I'd like to keep going and keep growing the number of people on it. I'll talk to Conor about it once I've seen how the summer looks.
- Marcus BellThat's all I need. So, to recap. I'll do a drop in with the account manager on Thursday if you can set it up. You send me the screenshot today. The usage summary and the renewal paperwork will come over the summer. Anything else?
- Aoife MulcahyNo, that's everything. Shall we say the next catch up is after the summer one, or do you want something sooner?
- Marcus BellWhatever suits you. I'm happy to jump on a call any time, just message me. Otherwise I'll put something in the diary for a few weeks before the renewal.
- Aoife MulcahyDo that. Thanks a million, Marcus.
- Marcus BellThanks, Aoife. Speak soon.
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