Carrowkeel Software / BB-Demo – Check In
Callcompleted
Carrowkeel Software · 2026-09-21 15:45
On the 21 Sep 2026 check-in, Aoife Mulcahy accepted a small summer dip in usage but did not like three people carrying most questions. Her leadership asks what the money buys. A team session and one-page summary were agreed.
What was said
What this says
Current to 13 Oct 26On the 21 Sep 2026 check-in, Aoife Mulcahy accepted a small summer dip in usage but did not like three people carrying most questions. Her leadership asks what the money buys. A team session and one-page summary were agreed.
What happened: Marcus Bell showed about ten of forty licensed Growth users active on a normal day, a little down on the quarter before. Aoife put it down to summer leave. All connectors are loading, records indexed are climbing and no tickets were raised in the last month.
Customer view: Most questions come from Aoife and two renewals managers, and she said she did not love that when it was said aloud. Some of her team still use the old reports before their own calls.
Commercial: Aoife said leadership ask what the company gets for the money, and Marcus cited fifty thousand a year. She asked whether using about a quarter of the seats was normal, and was reassured. Renewal is next August, and Marcus said the aim is a clear story well before then.
Watch: The evidence does not show whether the team session was held. Only a handful of dashboards have been built on Growth.
Themes
Current to 9 Oct 26Theme
Usage dip and value case
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Aoife afternoon slots for the team session by the day after the call.
- Marcus Bell to write a one-page usage and value summary for Aoife's leadership.
- Marcus Bell and Aoife to hold a follow-up check-in about a month after the session.
Risks
Current to 9 Oct 26- Most questions come from three people, so usage would fall sharply if one of them left or went on leave.
- Leadership are asking what the subscription delivers and Aoife Mulcahy has no short value summary yet.
- Some customer success managers still use the old reports rather than the brain.
Opportunities
Current to 9 Oct 26- A forty-minute session on real agency data could widen use beyond the three main askers, with the finance lead invited.
- Building agency group dashboards with the dashboards builder would show customer investment and support the renewal case.
Transcript
Marcus Bell NoneHello Aoife, can you hear me alright?
Aoife Mulcahy NoneI can, loud and clear. Afternoon, Marcus. Sorry, I'm just finishing a message, give me ten seconds.- Marcus Bell NoneNo rush at all. How's your week been?
- Aoife Mulcahy NoneBusy, but the good kind. Everyone's back from holidays at last, so the team is full again and the phones are ringing. You?
- Marcus Bell NoneSame. Lots of check-ins this month. Right, I'll share my screen and say what I want to cover, if that's okay. I've pulled the numbers for the last quarter, so usage, what people are asking, and then anything you want from us before the year ends.
- Aoife Mulcahy NoneGrand, let's do it. Show me the usage.
- Marcus Bell NoneOkay, you should see it now. So the headline is you've got forty licensed users on Growth, and on a normal day around ten of them are actually in the brain. That's a little down on the quarter before.
- Aoife Mulcahy NoneMm. Down how much, roughly?
- Marcus Bell NoneNot dramatic. A small dip, the sort you'd expect over the summer. I wouldn't read much into it on its own, but I wanted to show you rather than have you find it later.
- Aoife Mulcahy NoneNo, that's fair, and honestly it matches what I'd have guessed. Half my team were away in August. A couple of them were out for nearly three weeks.
- Marcus Bell NoneYeah, that fits. The thing I'd flag is who's asking the questions. If I filter by person, most of the questions are coming from you and two others.
- Aoife Mulcahy NoneRight. So that's me, and, let me think, probably the two renewals managers.
- Marcus Bell NoneThat's what the names suggest, yes. Which is fine, you're getting value, but it's a lot resting on three people. If one of you moves on or goes on leave, the usage drops off a cliff.
- Aoife Mulcahy NoneHm. Yeah. I don't love that when you say it out loud.
- Marcus Bell NoneIt's really common, to be honest. Someone champions it, a couple of people follow, and the rest mean to get round to it. Can I show you the other bit first? Connectors and records.
- Aoife Mulcahy NoneGo on.
- Marcus Bell NoneSo all your connectors are loading. Helpdesk, CRM, the product usage feed, all there. Records indexed are climbing steadily, nothing flat, nothing stuck. The nightly refresh has been landing before seven every working day.
- Aoife Mulcahy NoneGood. And no tickets from us, is that right? I haven't raised anything, but I wanted to check I hadn't forgotten something.
- Marcus Bell NoneNothing in the last month. Quiet on the support side, which is what I'd hope for.
- Aoife Mulcahy NoneGreat. Okay. So the system's healthy and the issue is just, people aren't opening it.
- Marcus Bell NoneThat's how I'd put it, yes. Which is the easier problem, honestly. Can I ask what your team actually does with it when they do use it?
- Aoife Mulcahy NoneMostly before a renewal. We pull up an agency group, look at the tickets they've raised, how many of their people are logging in to the product, and decide who needs a call. It's the question I always ask, which agencies are at the edge, and I want that answered without me begging someone for a spreadsheet.
- Marcus Bell NoneRight, and that's exactly the thing the brain should do for the whole team, not just you. Have your customer success managers got a habit of checking it before their own calls?
- Aoife Mulcahy NoneNot really. Some do. Some go straight to the old reports because they know where they are. Old habits, you know yourself.
- Marcus Bell NoneI do. So here's what I'd suggest, and tell me if it's too much. A short training session for the wider team, just focused on that one workflow. Pick an agency group, see the tickets and usage side by side, ask the brain what changed since last quarter. Forty minutes, nothing more.
- Aoife Mulcahy NoneI like that. Would you do it live on our own agencies?
- Marcus Bell NoneYes, definitely, on your real data. People pay attention when it's their own accounts on screen.
- Aoife Mulcahy NoneGrand. They will. Can you do next week, or is that too soon?
- Marcus Bell NoneLet me look at my diary. I'll send you a couple of slots by end of tomorrow rather than guess now. Is the afternoon better for your lot?
- Aoife Mulcahy NoneAfternoons, yes. Mornings are all customer calls.
- Marcus Bell NoneDone. Afternoons it is. Second thing, and this is more of a nudge. You've got the dashboards builder on Growth, and I can see only a handful of dashboards built. Is that something you'd want?
- Aoife Mulcahy NoneOh, yes. I keep meaning to. What I'd want is one view for each of the big agency groups, so the managers open it and it's already there, no clicking about.
- Marcus Bell NoneThat's a good use. We can build the first one together in the training session, so the team sees how it's done and you're not starting from nothing.
- Aoife Mulcahy NoneBrilliant. That'd be a proper win. I'd have something to show our leadership as well, because they do ask me what we're getting for the money.
- Marcus Bell NoneFair question. You're on fifty thousand a year, and the best answer is the one you can show: questions asked, which agencies you looked at, what you did next. I can put a short summary together that you can drop into a leadership update.
- Aoife Mulcahy NonePlease. Keep it to a page, if you can. They won't read more.
- Marcus Bell NoneA page. Understood.
- Aoife Mulcahy NoneCan I ask you something else while I've got you? Is it normal that we only use about a quarter of our seats?
- Marcus Bell NoneIt's not unusual for the first year or so. Plenty of customers have more seats than regular users. Nothing to fix there. The aim isn't to fill them for the sake of it, it's that the right people have it when they need it.
- Aoife Mulcahy NoneOkay. That's reassuring. I was half expecting you to tell me to give some back.
- Marcus Bell NoneNo, nothing like that. You're not near any limits. If anything it's headroom. Who else in the company might get something from it? Does finance look at renewals?
- Aoife Mulcahy NoneThey do, actually. Our finance lead asks me for renewal numbers every month, and I send a spreadsheet. That's silly, isn't it. She could just ask the brain.
- Marcus Bell NoneShe could, yes. If you want, I'll include her in the session, or do a separate quick one. Whichever suits.
- Aoife Mulcahy NoneLet's include her. Easier for everyone. I'll check she's free.
- Marcus Bell NonePerfect. Anything else on your side? Anything not working the way you expected?
- Aoife Mulcahy NoneNo, honestly. Answers are good, it's fast. The one thing, sometimes I ask something vague and it comes back with too much. But I think that's me being lazy with the question.
- Marcus Bell NoneThat's something we can cover on the day too, how to word a question so you get a tight answer. It's a skill, it really is.
- Aoife Mulcahy NoneBrilliant.
- Marcus Bell NoneLast thing from me. Renewal's not until next August, so I'm not here to talk about that. I just want you to know the plan is to make sure you've got a clear story well before then, rather than leave it to the last minute.
- Aoife Mulcahy NoneI appreciate that. Honestly, I'd rather hear it from you early.
- Marcus Bell NoneThat's the deal. So just to recap. I'll send you slots for the training session by tomorrow, afternoons, with your finance lead invited. We'll build one agency group dashboard in the session. And I'll write up a one page summary of usage and value for your leadership. Have I missed anything?
- Aoife Mulcahy NoneI think that's it. And I'll send you the names of who should come, so you can see who's actually missing from the usage list.
- Marcus Bell NoneGood, that would help. Happy to jump on a call again after the session if you want to see whether it's changed anything.
- Aoife Mulcahy NoneLet's do that. Same time in a month or so?
- Marcus Bell NoneWorks for me. I'll put something in the diary.
- Aoife Mulcahy NoneThanks a million, Marcus. This was useful.
- Marcus Bell NoneThanks, Aoife. Speak soon, take care.
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