Carrowkeel Software / BG-Demo – Check In
Callcompleted
Carrowkeel Software · 27 Jul 2026 11:00
Marcus Bell's 27 Jul 2026 check-in with Aoife Mulcahy: eleven active of forty licensed users, a possible data freshness ticket open, and a renewal order form on its way ahead of the 14 Aug 2026 contract end.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell's 27 Jul 2026 check-in with Aoife Mulcahy: eleven active of forty licensed users, a possible data freshness ticket open, and a renewal order form on its way ahead of the 14 Aug 2026 contract end.
What happened: Marcus reviewed usage, two tickets from the last month and the renewal. Aoife also asked to see an agency group usage view for a renewal she is watching on her own side.
Customer view: Aoife accepts that eleven of forty seats is low and says the same handful of people do most of the asking. She says the open ticket is not stopping them working.
Commercial: The contract ends 14 Aug 2026 and the renewal date is 15 Aug 2026. Sophie is sending the written renewal order form, and Aoife says Conor decides which version is signed; the evidence does not show it was executed.
Watch: Aoife thinks the high priority ticket is about numbers looking a day behind, but Marcus did not confirm it. Check the ticket timestamps against the 07:00 nightly refresh commitment.
Themes
As at Fri 9 Oct 2026Theme
Low adoption before renewal
Importance
renewal
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends morning slots for a thirty minute team session on real agency data.
- Marcus Bell writes to Aoife with the status of both tickets by end of day on 27 Jul 2026.
- Marcus Bell sends a short usage and value note for Conor by Friday.
Risks
As at Fri 9 Oct 2026- Only eleven of forty licensed users are active, with most use from a handful of people.
- A high priority ticket about numbers looking a day behind is open and Marcus did not confirm its detail.
- The renewal order form version is Conor's call and the evidence does not show it was executed.
Opportunities
As at Fri 9 Oct 2026- Headroom on the forty seats if the wider customer success team starts using the brain.
- A short usage and value note for Conor can show whether the subscription has earned its keep.
Transcript
Aoife MulcahyHi Marcus! Can you hear me? I've a new headset and I'm not sure it likes me.
Marcus BellLoud and clear, Aoife. Morning. Good weekend?- Aoife MulcahyGrand, thanks. Mostly spent at a hurling match in the rain, so I'm still drying out. Yourself?
- Marcus BellQuiet. Garden, mostly. Right, I'm going to share my screen, if that's okay, and I just want to cover three things. How the brain's being used, the two tickets from the last month, and where we are on the renewal.
- Aoife MulcahyPerfect. Can I go first with one quick thing? There's a renewal I'm watching on our side, one of the bigger agency groups, and I'd love to see how their usage looks in the brain before I ring them this week.
- Marcus BellYeah, of course. Is that something you can already pull up yourself, by agency group?
- Aoife MulcahyI can, I just never trust my own filters. Show me the usage, and which agencies are at the edge? I'll know it when I see it.
- Marcus BellOkay. I'll show you how I'd look at it afterwards, it's a two-minute thing. Can I do your account first, then we'll go to that?
- Aoife MulcahyGo on.
- Marcus BellSo, I've pulled the numbers. You've got forty licensed users. The active number over the last thirty days averages around eleven, and that's up a touch on the previous quarter, a couple of percent. So steady, nudging up.
- Aoife MulcahyMm. Eleven out of forty. I know, I know. I've said it to myself too.
- Marcus BellIt's not a complaint, honestly. It's headroom. You've got space for far more of your team to be in there asking questions.
- Aoife MulcahyYeah. It's really the same handful of us doing most of it. My two account managers use it a lot, and then the finance side dips in. The rest of the customer success team, they've the habit of going to the ticketing system directly.
- Marcus BellThat's the pattern I'd expect. If it helps, I'm happy to jump on a call with the wider team and walk them through it on their own agencies. Thirty minutes, using real examples.
- Aoife MulcahyGrand, let's do it. Could we do it in the next couple of weeks? I'd like them using it before we're in the thick of the renewal conversations in August.
- Marcus BellI'll send you a couple of slots today. Morning or afternoon better?
- Aoife MulcahyMornings. Afternoons are all agency calls.
- Marcus BellMornings, noted. Right, tickets. There were two in the last month, and one of them was marked high priority.
- Aoife MulcahyYeah, that was mine, I think. The one about numbers looking a day behind.
- Marcus BellI'd have to check which one that is before I say. I don't want to guess at the detail. I'll go through both and write to you today with exactly where each stands.
- Aoife MulcahyPlease. I'd rather not let it sit over the weekend, and it's Monday, so if I can have it by end of day I'll be a happy woman.
- Marcus BellEnd of day, yes. And I won't put a date on any fix for you until engineering have said what it is, because I'd rather not give you a date that moves.
- Aoife MulcahyFair enough. Honest is better. Anyway, it's one ticket and it's not stopping us working.
- Marcus BellGood. Okay, the renewal. Your contract ends 14 Aug 2026 and the renewal date is 15 Aug 2026. Sophie has been through the paperwork with Conor and Declan, and she's sending the written renewal order form.
- Aoife MulcahyYes, Conor mentioned it. He's very particular about which version of the order form is signed, bless him. I never buy anything without him, so that's his call.
- Marcus BellThat's right. Commercial terms are with Sophie and Conor. What I can do on my side is make sure you've got a clear picture of usage and value to bring to that conversation.
- Aoife MulcahyCould you put that in a short note? Something I can forward to Conor without him having to open the product. He doesn't want product detail, just a view of whether it's earned its keep.
- Marcus BellYeah. Questions asked, who's asking them, and what's been built. Short, with the numbers. I'll have it with you before the end of the week.
- Aoife MulcahyBrilliant. Now, show me that agency group view before I forget.
- Marcus BellSure. Sharing now. So you pick the agency group here, and then you can see the tickets and the usage side by side over time. Can you see that?
- Aoife MulcahyI can. Oh, that's cleaner than how I was doing it. Right, so that one has gone quiet on the ticket side but the usage is steady. That's what I wanted to know.
- Marcus BellRight, so I'd read the trend rather than the level. It's a good sign when the line holds.
- Aoife MulcahyThanks a million, that's me sorted. So next steps: you'll send me slots for the team session, mornings, and the ticket update by close of play, and the short note by Friday.
- Marcus BellThat's it exactly. Thanks, Aoife. Speak soon.
- Aoife MulcahyThanks a million, Marcus. Bye now.
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