Carrowkeel Software / BB-Demo – Check In
Callcompleted
Carrowkeel Software · 2026-04-09 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
Current to 13 Oct 26On 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
Current to 9 Oct 26Theme
Healthy usage, renewal ahead
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- 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
Current to 9 Oct 26- 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
Current to 9 Oct 26- 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 Mulcahy NoneMorning, Marcus. Can you hear me okay? I've the kettle going behind me so apologies if it screams.
Marcus Bell NoneMorning Aoife, yes, all fine. Let me share my screen and I'll tell you what I want to cover. Give me two seconds.- Aoife Mulcahy NoneTake your time. It's been one of those mornings anyway. Two agencies emailed before I'd even sat down.
- Marcus Bell NoneAh, that's the job. Right, can you see the usage page?
- Aoife Mulcahy NoneI can, yes.
- Marcus Bell NoneGood. 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 Mulcahy NoneGrand. Show me the usage.
- Marcus Bell NoneSo 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 Mulcahy NoneThat'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 Bell NoneThat's lovely to hear. Honestly, that's the best thing a customer can tell me.
- Aoife Mulcahy NoneMind you, one still types a single word and gets cross with it.
- Marcus Bell NoneHa. 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 Mulcahy NoneWould you? I'll not name them, they'd die. I'll just say there's a drop in session on Thursday.
- Marcus Bell NoneSounds 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 Mulcahy NoneNo, it's because it's working. Niamh would have shouted. I'd have shouted. We're not shy.
- Marcus Bell NoneNo, 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 Mulcahy NoneGood. Show me the questions page, if you've got it. I like that one.
- Marcus Bell NoneHere. 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 Mulcahy NoneWhich 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 Bell NoneWell, don't get hit by a bus. But yes, this is the opposite of that. It's well spread.
- Aoife Mulcahy NoneCan I tell you what I did last week? Because it's the reason I'm so keen on the whole thing.
- Marcus Bell NonePlease do.
- Aoife Mulcahy NoneThere'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 Bell NoneThat's exactly what it's for. And you got there before the renewal conversation, not during it.
- Aoife Mulcahy NoneThat'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 Bell NoneI'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 Mulcahy NoneAsk me nearer the time. I'd need to run it past Conor, he likes to know what's said about us.
- Marcus Bell NoneOf 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 Mulcahy NoneI 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 Bell NoneBrilliant. 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 Mulcahy NoneI'll send it this afternoon. I never let these sit over the weekend, so it'll be today.
- Marcus Bell NonePerfect. 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 Mulcahy NoneYes, 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 Bell NoneI remember. Sophie knows. So there's no surprises on that front, I just wanted to say it's coming.
- Aoife Mulcahy NoneGrand. 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 Bell NoneThat'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 Mulcahy NoneNo, that's everything. Shall we say the next catch up is after the summer one, or do you want something sooner?
- Marcus Bell NoneWhatever 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 Mulcahy NoneDo that. Thanks a million, Marcus.
- Marcus Bell NoneThanks, Aoife. Speak soon.
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