Pemaquid Analytics / BG-Demo – Kickoff
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Pemaquid Analytics · 13 Apr 2026 14:15
Kickoff for Pemaquid Analytics on Growth, held 13 Apr 2026. Caitlin is a clear champion. Ingrid wants to approve sources before any connector goes live. Priscilla is the only admin, and usage data sits with engineering.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for Pemaquid Analytics on Growth, held 13 Apr 2026. Caitlin is a clear champion. Ingrid wants to approve sources before any connector goes live. Priscilla is the only admin, and usage data sits with engineering.
What happened: Hollie recapped the Growth contract, 1 Apr 2026 to 31 Mar 2027, renewal on 1 Apr 2027. Hamza walked through sources and sequence: helpdesk and CRM first, then the call recorder, then usage.
Customer view: Caitlin said renewals were a surprise for her own team and she bought this to get ahead of them. Ingrid accepted the Snowflake-resident design but asked for a written gate: no connector before she approves the source and role.
Commercial: Caitlin expects to start with the customer success team and fill the 40 licensed users over time. That is headroom, and a first dashboard through the dashboards builder would show value early.
Watch: Priscilla is the sole admin and agreed to name a backup by the next check-in. Usage data belongs to engineering, and Priscilla has no direct access to it.
Themes
As at Fri 9 Oct 2026Theme
Growth kickoff and security gate
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priscilla Bowen to name a backup admin by the next check-in.
- Ingrid Solberg to create the Snowflake database and role by the end of the week so Hamza Akhtar can start connecting on Monday.
- Hamza Akhtar to send the written plan with owners and the source list straight after the call.
Risks
As at Fri 9 Oct 2026- Priscilla is the only admin and has no backup yet, a single point of failure for the Growth setup.
- Product usage data is owned by engineering and Priscilla has no direct access, so that source may arrive late.
- Ingrid's gate means no connector goes live until she approves the source and its role, so slow approval delays value.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users on Growth leave headroom as the team widens beyond customer success.
- The dashboards builder gives Caitlin an early visible win from helpdesk and CRM data.
- A usage connector would give the per-distributor picture Caitlin asked for.
Transcript
Hollie GrieveHello, everyone. Can you all hear me? Caitlin, I can see you, Priscilla, Ingrid, and Hamza's here from our side.
Caitlin MercerHi Hollie! Yep, all good. We're all in the room except Ingrid, who's just dialling in.
Ingrid SolbergI'm here. Sorry, I was finishing something. Good afternoon.
Hamza AkhtarAfternoon all. Hamza here. I'll be the person doing the technical side of the implementation, so you'll probably get sick of me.- Hollie GrieveRight, thanks for making time. The plan for the next hour or so: first a quick recap of what you've bought and what the contract looks like, then the sources we're going to connect and who owns each, then access and security, and finally what happens in the next couple of weeks. Does that work?
- Caitlin MercerWorks for me. Let's go.
- Hollie GrieveSo you're on Growth. The contract started on 1 April 2026 and runs to 31 March 2027, with renewal on 1 April 2027. It's fifty thousand pounds a year, £50,000, and there are forty licensed users. The first thing I'd say is, don't worry about the renewal for now. But I do like to put the date on the table, because everything we do in the first few months is aimed at that conversation being easy.
- Caitlin MercerLove that, because that's literally why we bought this. Renewals were a surprise. I want to be on the front foot with our own distributors, so I appreciate you thinking the same way about us.
- Hollie GrieveOf course. Growth also gives you quarterly reviews with me, and the dashboards builder, which I think Caitlin will like.
- Caitlin MercerYes. Can we get that on a dashboard is basically my whole job description.
Priscilla BowenShe does say it a lot.- Caitlin MercerI do. Okay, so what's the signal we want, and where does it come from?
- Hamza AkhtarGood question to start on. So, Caitlin, you told us in the earlier conversations that the picture you want per distributor is tickets, product usage and the renewal calls, all together. Let me play that back, and tell me if I've got it wrong.
- Hamza AkhtarThe helpdesk gives us the tickets. Your CRM gives us the accounts, the contacts and the renewal dates. The call recorder gives us the calls. And then there's product usage, which I think comes from your own application data. Is that right? And is there anything else you'd put on that list that I haven't mentioned?
- Priscilla BowenThat's most of it. The usage side is the one I'd worry about. It sits in a database that engineering owns, and I don't have direct access. So I'd need to bring someone from that team in.
- Hamza AkhtarThat's a useful thing to know now. Usage is often the long pole. Would you be able to find out who owns it, and whether they'd be willing to expose a view for us, rather than give us the whole thing?
- Priscilla BowenI think so. I'll ask this week. Probably one of the data engineers, and I'd need Ingrid to agree to how it's shared.
- Ingrid SolbergYes, that's where I come in. Before we go further, can I ask the basic question? Where does the data live, and who can see it?
- Hamza AkhtarSure. So the brain is built and runs inside your own Snowflake account. We don't copy your data out to a store of our own. You create a database and a role for it, you decide what that role can read, and we work within that.
- Ingrid SolbergAnd you work within it how? Is there a BG-Demo person logging in?
- Hamza AkhtarDuring implementation, me, yes, using access you grant. You can see in your own Snowflake what I run, because it's your account. When we're finished, you can narrow it or remove it, and the brain carries on for your users.
- Ingrid SolbergOkay. That's better than most of what I see. I'd still want to review the list of sources before anything connects, and I'd want to see the roles written down. Not as an obstacle, just so it's on record.
- Hollie GrieveCompletely reasonable. Hamza, can you put that into the plan as a step in its own right? Sources reviewed by Ingrid before any connector goes live.
- Hamza AkhtarYes. I'll write it as a gate. Nothing connects until you've said yes to the source and the role it reads with.
- Ingrid SolbergThank you. That's what I wanted to hear.
- Caitlin MercerCan I come in on the people side for a second? Who's actually going to use it, and who's the admin?
- Hollie GrieveGood, because it's the part people leave till last. You've got forty licensed users. Caitlin, who's in the first group?
- Caitlin MercerMy whole customer success team first. Account managers, the renewals people, and the support leads who look after the biggest distributors. After that, probably a handful from sales and finance who want to see renewal risk. I don't think we fill all forty on day one. But I'd rather have headroom than be asking for more in a month.
- Hollie GrieveThat's sensible. Starting with the CS team gives us the best chance of people actually asking questions, and we can widen after a few weeks.
- Priscilla BowenAnd I'm the admin. I'll be the one adding people and looking after the setup, day to day.
- Hollie GrieveGreat. One thing I always say, Priscilla, and it's not a criticism of anyone: it helps to have a second person who can do what you do. If you're away, or if you move on, you don't want it to be a single point of failure.
- Priscilla BowenNo, that's fair. Let me think about who. I could probably pull in someone from the ops side.
- Caitlin MercerPut it on the list. Priscilla, name a backup by the next check-in.
- Priscilla BowenDone. Backup admin, by the next check-in.
- Hamza AkhtarOkay. Let me do the sequence, because I think we've got most of the pieces. First week, Ingrid creates the database and the role in Snowflake, and approves the first sources. Then the helpdesk and the CRM, because those are the quickest and give you something to look at. Then the call recorder. Usage comes in when engineering is ready, and I'd rather not hold the rest of it up waiting.
- Caitlin MercerI like that. Value early, then add. What will we actually be able to see once the helpdesk and the CRM are in?
- Hamza AkhtarYou'll be able to ask things like which distributors have had the most tickets recently, or which have a renewal coming and an open complaint. It won't be the full picture, but it'll be the first time that sits in one place.
- Caitlin MercerThat's the demo I wanted. Okay, great.
- Ingrid SolbergOne more from me. The nightly refresh. If something fails, does anyone tell us, or do we find out when someone gets a stale answer?
- Hollie GrieveYou'll see it in the brain, and I'll see it too. The refresh is meant to be finished by seven in the morning, your local time, on business days. If a source stops loading, that's something we pick up and raise with you. But to be straight, Ingrid, if the change is on your side, a system being changed or a login expiring, we may find out after you do. So tell us when you change something.
- Ingrid SolbergThat's fair. I'll make sure change notices include you. I'd rather that than the alternative.
- Priscilla BowenIs there a shared place where we can see the plan? I don't want to be hunting through email for what's happening.
- Hollie GrieveHamza will send the written plan after this, with owners against every step, and I'll keep it current. If anything moves, you'll see it there.
- Hamza AkhtarYes. Owner, date, status. Nothing clever.
- Caitlin MercerLove it. Okay, who's doing what? Let me read back. Ingrid: Snowflake database and role, and review the sources. Priscilla: find who owns usage, and name a backup admin. Me: confirm the first group of users. Hamza: the written plan. Hollie: the check-in. Did I miss anything?
- Hollie GrieveThat's everything. I'd add one date. Let's get the Snowflake access done by the end of this week, so Hamza can start connecting on Monday.
- Ingrid SolbergThat's doable. If I've got the source list in writing today or tomorrow.
- Hamza AkhtarI'll send it straight after the call, so you'll have it this afternoon.
- Hollie GrieveBrilliant. Thanks, all. This has been a really good start. We'll speak again in a fortnight or so, and sooner if anything gets stuck.
- Caitlin MercerThanks Hollie, thanks Hamza. Best, everyone.
- Priscilla BowenThanks all.
- Ingrid SolbergThanks. Speak soon.
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