Pemaquid Analytics / BG-Demo – Onboarding
Callcompleted
Pemaquid Analytics · 20 Apr 2026 14:30
Onboarding call on 20 Apr 2026. Source order agreed: CRM, helpdesk, call recorder, then usage. Priscilla is the only user so far. Caitlin wants evidence for a board retention slide and a renewals dashboard.
What was said
What this says
As at Fri 9 Oct 2026Onboarding call on 20 Apr 2026. Source order agreed: CRM, helpdesk, call recorder, then usage. Priscilla is the only user so far. Caitlin wants evidence for a board retention slide and a renewals dashboard.
What happened: Hamza and the customer agreed to connect the CRM, then the helpdesk, then the call recorder, then product usage. Priscilla still needs to ask IT for the Snowflake role and set up a CRM service user.
Customer view: Caitlin wants tickets, usage and renewal notes in one view because her team is jumping between three tools. She will not promise the board a retention number without evidence, and Hamza advised against a thin usage trend.
Commercial: Priscilla said the 40 Growth seats will not fill for a while, as she is the only person in the brain. A renewals dashboard with ticket activity is the first adoption milestone.
Watch: One user and one admin makes adoption fragile this early. Helpdesk categories have changed twice, so history may be untidy.
Themes
As at Fri 9 Oct 2026Theme
Onboarding sources and adoption
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- Hamza Akhtar to send the one-page Snowflake role and permissions checklist the same evening.
- Priscilla Bowen to ask IT for the Snowflake role and set up a read-only CRM service user.
- Caitlin Mercer to pick the five or six distributors for the test set before the next call on Monday.
Risks
As at Fri 9 Oct 2026- Priscilla is the only user and admin so far, so adoption depends on one person.
- The Snowflake role has not yet been requested from IT, which could delay the first connector.
- Product usage, the signal Caitlin most wants, is last in the sequence and needs weeks of data before a trend is credible.
Opportunities
As at Fri 9 Oct 2026- A renewals-with-ticket-activity dashboard built in the dashboards builder would be a visible first win on Growth.
- Forty licensed users leave room to widen beyond Priscilla once the CRM and helpdesk are connected.
- Caitlin's test set of five or six distributors gives a concrete way to prove the brain tells the story correctly.
Transcript
Hamza AkhtarHi Caitlin, hi Priscilla. Can you hear me alright?
Caitlin MercerLoud and clear! Hey Hamza. Priscilla's just sorting her headset.
Priscilla BowenSorry, I'm here. Is that better? It had the wrong microphone selected.- Hamza AkhtarPerfect, cheers. How's the week been so far?
- Caitlin MercerBusy. Monday is renewals day for us, so I've already been through the list for the week. A couple of distributors I'm watching closely, nothing on fire. And Boston has finally decided it's spring, so that's something.
- Hamza AkhtarLovely. Ours is grey and drizzly, so I'm jealous. Right, shall we crack on? This is the onboarding call. The aim is to agree what we connect first, who owns what at your end, and what you'd like to see working by the time we speak next.
- Caitlin MercerLove it. So the big thing for me, what's the signal? When a distributor's tickets spike or their usage dips, I want that sitting next to the renewal call notes. One view. Right now my team is jumping between three tools.
- Hamza AkhtarThat's exactly what the brain is for. You're on Growth, so you've got several teams, forty users and the dashboards builder. The order form runs from 1 Apr 2026 to 31 Mar 2027, fifty thousand a year.
- Priscilla BowenYeah, that matches what I have on my side. Forty seats. Honestly we won't fill them for a while, it's just me in there at the moment.
- Hamza AkhtarThat's normal at this stage. Nothing to worry about. Let's talk sources. Which three systems would hurt most if they weren't in the brain on day one?
- Caitlin MercerCRM, helpdesk, call recorder. In that order. Renewal dates and account owners live in the CRM, the pain shows up in the helpdesk, and the real story is in the calls.
- Priscilla BowenI'd say the helpdesk is the messy one. We've changed our categories twice, so the history won't be tidy. I can walk you through how it's laid out.
- Hamza AkhtarThat would really help. Messy is fine, we'd rather know up front. So the plan: CRM first, helpdesk second, call recorder third, and then we look at product usage once those are settled. Does that sit right?
- Caitlin MercerYes. Let's operationalise it. Product usage is the one I really want, because that's how I'd see a distributor going quiet before they tell us.
- Hamza AkhtarUnderstood, and we'll get there. Priscilla, you're the admin, so a few things from you. Who in IT can create the role and warehouse for us inside your Snowflake account?
- Priscilla BowenThat'd be a colleague in IT. I haven't asked yet, I wanted to know exactly what to ask for first.
- Hamza AkhtarSensible. I'll send a short checklist after this call, one page. It lists the role, the permissions and a note on why each is needed, so your colleague doesn't have to guess.
- Priscilla BowenGreat. And the CRM side, do I need an admin there as well, or is a read-only user enough?
- Hamza AkhtarRead-only is enough for the brain. We never write back. A dedicated service user is cleaner than using your own login, though, otherwise it breaks when your password changes.
- Priscilla BowenRight, yes, that happened to us once with something else. Service user it is.
- Caitlin MercerWhile you two are in the weeds, can I ask about the board? I'm presenting retention next month and I'm not going to promise a number without evidence. What can the brain realistically show me by then?
- Hamza AkhtarHonestly, I'd be careful there. If the CRM is connected and indexed by then you'll be able to ask questions across accounts and renewals. A trend line from usage needs a few weeks of data behind it. I'd rather you show what's real than a chart that's thin.
- Caitlin MercerGood, that's the answer I wanted. Evidence first. Okay, so, can we get that on a dashboard, even a simple one? Renewals in the next quarter with the latest ticket activity beside each.
- Hamza AkhtarYes, that's a good first dashboard. Priscilla would build it in the dashboards builder once the CRM and helpdesk are in. I can sit with her for the first one.
- Priscilla BowenI'd like that. I've not used the builder before.
- Hamza AkhtarLet me recap what we've said, because we've covered a lot. CRM, then helpdesk, then call recorder, then usage. Priscilla asks IT for the Snowflake role and gets a CRM service user. I send the checklist today. Caitlin, anything you'd like to own?
- Caitlin MercerI'll pick which five or six distributors we use as the test set, the ones where I know the story cold. Then we can check whether the brain tells it back the same way.
- Hamza AkhtarBrilliant, that's a very good way to test it.
- Priscilla BowenOne last thing. If the CRM connector takes a while, who do I shout at?
- Hamza AkhtarMe. Directly. Jordan is your account owner and Hollie is your CSM, but day to day on the build it's me, so just message me and I'll sort it.
- Caitlin MercerPerfect. Let's reconvene next Monday and see where we are.
- Hamza AkhtarNext Monday works. Checklist coming this evening. Thanks both, speak soon.
- Caitlin MercerThanks Hamza. Best, Caitlin.
- Priscilla BowenThanks all, bye.
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