Carrowkeel Software / BG-Demo – QBR
Callcompleted
Carrowkeel Software · 6 Jul 2026 09:15
Quarterly review on 6 Jul 2026. Usage is flat and held by a small group of users. Aoife Mulcahy says the wider rollout is still planned. Conor Daly wants something in writing before the renewal.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review on 6 Jul 2026. Usage is flat and held by a small group of users. Aoife Mulcahy says the wider rollout is still planned. Conor Daly wants something in writing before the renewal.
What happened: Marcus Bell reviewed usage on the Growth subscription, with 40 licensed users and around eleven active. Sophie Ling confirmed the executed order form from 15 Aug 2025 at £42k a year, with no overdue invoices.
Customer view: Aoife accepts that value rests on a few people and calls it a wake-up. She says the wider customer success and support rollout has slipped but is still the plan.
Commercial: Conor Daly, the CFO, asked whether the brain is worth it and wants a written summary before the renewal on 15 Aug 2026. Sophie said she will send written renewal terms and that nothing is agreed on a call.
Watch: The key-person risk is real, and Aoife has to prove adoption to Conor. The evidence does not show the renewal outcome.
Themes
As at Fri 9 Oct 2026Theme
Adoption and renewal groundwork
Importance
renewal
Sentiment
mixed
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 sends the one-page usage summary and lunchtime session slots.
- Aoife Mulcahy confirms attendees and phones the quiet agency group.
- Sophie Ling sends the renewal terms in writing for Conor Daly to review.
Risks
As at Fri 9 Oct 2026- Value depends on a small group of users, so losing one of them would be felt.
- Conor Daly has asked for written proof of value before the renewal.
- The wider rollout has slipped and the customer is not yet sure it can show adoption.
Opportunities
As at Fri 9 Oct 2026- A lunchtime session for the wider group could lift active use across the 40 Growth licences.
- A one-page summary including what is new for Growth gives Aoife material to make the case internally.
Transcript
Aoife MulcahyHello, hello. Marcus, are you there? I'm in early, I've got the kettle on and nothing else.
Marcus BellMorning, Aoife. Yes, I'm here. Lovely start to the week, I hope?- Aoife MulcahyMondays. You know yourself. I've already had two messages about a renewal I'm watching, and it's not even half past nine.
- Marcus BellIt's only quarter past, so you're ahead. Sophie's joining, I think, and Conor said he'd pop in for the second half.
Sophie LingMorning both. Sorry, couldn't find the link for a second. Am I okay to jump in?- Aoife MulcahyYou're grand, Sophie. We haven't started.
- Marcus BellRight. I'll share my screen and say what I'd like to cover. Today's the quarterly review, so: how the brain's been used since the last one, what's changed in the team, any support issues, and then a short word on the renewal in August so nobody's surprised. Sound alright?
- Aoife MulcahySounds grand. Show me the usage.
- Marcus BellOkay. So I've pulled the numbers. You've got forty licensed users. Over the last thirty days the average active is just over eleven. Against the previous quarter that's flat, no change at all.
- Aoife MulcahyFlat. So not good, not bad.
- Marcus BellI'd say steady. What I'd flag is the shape of it. It's a small group using it a lot rather than a wide group using it a bit. That's not a problem in itself, but it does mean the value depends on a few people.
- Aoife MulcahyThat's fair. It's me, my two team leads and a few account managers. The rest of the group have a login and they've never really found a reason to use it.
- Marcus BellMm. And if one of those people were off or left, you'd feel it.
- Aoife MulcahyI would, yeah. Okay. That's a bit of a wake-up. I'd better do something about that.
- Marcus BellHappy to jump on a call with the wider group and walk through the things your team lead finds most useful. Same questions, same pages, so the others see what it looks like when it works.
- Aoife MulcahyYes. Please. Do it in a lunchtime if you can, they'll turn up for a sandwich.
- Marcus BellHa, lunchtime it is. Shall we book thirty minutes, then? I'll send a few slots.
- Aoife MulcahyPlease do. And while you've got the screen up, can we look at the agency groups? Which ones are asking the most questions of us, support-wise, and which ones have gone quiet?
- Marcus BellOkay, so this view is the per-agency read of tickets and renewals, which is the thing you bought it for. I'll scroll slowly.
- Aoife MulcahyStop there. That one. The group with the three offices. They've gone very quiet on the ticket side.
- Marcus BellYes, I see that. Quiet could be good or it could be nobody is bothering to ask. I wouldn't read more into it than that from here.
- Aoife MulcahyNo, you're right. I'll pick up the phone. I never put a label on an agency in front of them, I just ask how things are going.
- Sophie LingThat's very much the way to do it. Can I jump in, Marcus? One thing on adoption before we leave it, because I think it feeds into August.
- Marcus BellPlease do.
- Sophie LingThe plan when you bought was a wider rollout across customer success and support. If that's still the plan, the forty seats are right. If it isn't, we should look at that honestly in the renewal rather than carry on by default. Either answer is fine with me.
- Aoife MulcahyHonestly? It's still the plan. It's slipped because we've had a busy few months. But I'd want to prove it to Conor before I say that.
Conor DalyHello, sorry. Conor here. I was in another meeting that ran over. Have I missed much?- Marcus BellNot at all, Conor. We've done usage and we're just on to the renewal. Morning, by the way.
- Conor DalyMorning. Right. Let me ask the usual. Which version is the signed one, and where are we against it?
- Sophie LingThe executed order form, Conor, from 15 Aug 2025. The contract ends 14 Aug 2026 and renewal falls on 15 Aug 2026. Contracted is £41,800 a year and the invoices match it. No overdue invoices.
- Conor DalyGood. Fair enough. That's what I have as well.
- Conor DalyAnd on the use of it. Aoife, give me the short version. Is it worth it?
- Aoife MulcahyShort version, Conor. It's worth it for the people who use it. I want more of them using it, and I want to be able to show you that by the next review.
- Conor DalyThat's an honest answer. I'll take it, and I'd like to see something in writing before we get to August.
- Marcus BellI can put a one-page summary together: usage over the year, what the team has asked, and what's changed since the last quarter. Then you've both got the same piece of paper.
- Conor DalyYes. Thank you.
- Sophie LingOn the renewal itself, Conor, I'll send the written terms separately, and nothing is agreed on a call. I just want you to know it's coming and that there'll be time to go through it.
- Conor DalyAppreciated. I'll read it when it comes and I'll reply in writing.
- Marcus BellRight. Last bit, support. One ticket in the last month, nothing urgent. How was the experience?
- Aoife MulcahyQuick and fine. No complaints at all. If anything, I'd like to hear more from your side about new things, so we're not the ones always asking.
- Marcus BellFair point. I'll add a line in the summary on what's new for Growth and what you're not using yet.
- Aoife MulcahyGrand. Thanks a million.
- Marcus BellSo, to read it back. I send the summary and slots for the lunchtime session. Aoife confirms who'll come and rings the quiet agency group. Sophie sends the renewal terms in writing. Conor reviews and replies. Anything I've missed?
- Conor DalyNo, that's all of it.
- Sophie LingNothing from me. Thanks, everyone.
- Aoife MulcahyThanks a million, all. Enjoy the rest of your Monday.
- Marcus BellCheers, all. Speak soon.
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