Pemaquid Analytics / BG-Demo – Onboarding
Callcompleted
Pemaquid Analytics · 27 Apr 2026 16:45
On the 27 Apr 2026 onboarding call the CRM connector was live and a first renewals dashboard was built. Use is mostly one person, and the helpdesk connector waits on an IT permission.
What was said
What this says
As at Fri 9 Oct 2026On the 27 Apr 2026 onboarding call the CRM connector was live and a first renewals dashboard was built. Use is mostly one person, and the helpdesk connector waits on an IT permission.
What happened: Hamza Akhtar showed the CRM connector live, the helpdesk amber on a permission and the call recorder not started. He then built a first renewals-by-month dashboard with Priscilla Bowen.
Customer view: Caitlin Mercer said the dashboard is close to what she draws on a whiteboard every Monday. She is holding the wider team back until the data is right.
Commercial: Hamza noted the licence has forty seats and use is mostly Priscilla, with Caitlin in once. A pilot group of three or four people is planned once the helpdesk is in.
Watch: The helpdesk permission is queued with IT and the ticket history is needed for the combined dashboard. Blank renewal dates in the CRM were flagged as a clean-up on the customer side.
Themes
As at Fri 9 Oct 2026Theme
Onboarding progress and adoption
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priscilla Bowen chases the helpdesk permission on Wednesday and picks the pilot group.
- Caitlin Mercer sends Hamza Akhtar the test set of distributors.
- Hamza Akhtar starts the call recorder connector once the helpdesk is in and sets up pilot training.
Risks
As at Fri 9 Oct 2026- Use is mostly one person, so value sits with Priscilla Bowen until the wider team is in.
- The helpdesk connector is waiting on an IT permission, which delays the ticket history and the call recorder.
Opportunities
As at Fri 9 Oct 2026- A pilot group of three or four people can widen use across the forty seats.
- The renewals dashboard can gain a ticket activity column once the helpdesk is connected.
Transcript
Hamza AkhtarHello both. Can you see my screen yet, or shall I share in a minute?
Priscilla BowenHi Hamza. Not yet, just the waiting banner. Caitlin's about two minutes behind, she's coming off another call.- Hamza AkhtarNo problem. How was your week, Priscilla? Did the IT request go through?
- Priscilla BowenIt did, in the end. Took a couple of nudges. The role was created on Thursday and the service user for the CRM on Friday. I've put the details in the shared note.
- Hamza AkhtarThat's great, thank you. I saw it come through and it's all in order.
Caitlin MercerHey, sorry, sorry. Joined. It's been a day. Okay, it's late afternoon here, so I'll be quick on my renewals: one distributor is a bit wobbly, nothing for this call. Where are we?- Hamza AkhtarGood timing. The CRM connector is live and records are indexing. Let me share. You can see the connectors page, one green, the helpdesk is amber because we're waiting on a permission, and the call recorder hasn't started.
- Priscilla BowenThe helpdesk one is on me. The API permission needs someone in IT to approve it, and they said early next week.
- Caitlin MercerCan we escalate that? What's the signal on timing? Because I'd like the ticket history in before I sit down with my team.
- Priscilla BowenI think it's fine, it's just queued. I'll chase on Wednesday if it's still sitting.
- Hamza AkhtarGood. Meanwhile there's plenty to try on the CRM data alone. Priscilla, would you ask the brain which accounts renew soonest and who owns them?
- Priscilla BowenOkay, typing. Renewals coming up in the next quarter, with owners. Right. And it's thinking. Oh, that's pretty quick.
- Caitlin MercerWait, go back. That list. Is that every distributor, or only the ones with a renewal date filled in?
- Hamza AkhtarOnly the ones with a date. A few records have it blank, so they're skipped. I'd flag that as a clean-up on your side rather than a brain issue.
- Caitlin MercerHa. That's useful in itself, honestly. Priscilla, can you make a note? Blank renewal dates, let's fix them.
- Priscilla BowenNoted. I'll add it to the list.
- Hamza AkhtarOn usage, I'll be straight with you: it's mostly Priscilla at the moment, and Caitlin has dipped in once. That's fine this early, but with forty seats on the licence, the point is to get the wider team in.
- Caitlin MercerYeah, that's on me. I want my team working from one view, but I wanted the data right first. I don't want them logging in to something half empty and deciding it's not useful.
- Hamza AkhtarFair, and I'd probably do the same. How about a small group first? Three or four of your team, once the helpdesk is in, with a short training walk through. Then everyone else after.
- Caitlin MercerYes. Let's operationalise that. Priscilla, can you pick the pilot group?
- Priscilla BowenSure. I'd go for the people who run the biggest distributors, they'll have the strongest opinions.
- Caitlin MercerStrong opinions are good. And the dashboard, can we get that on a dashboard, the renewals with ticket activity beside them? I know it needs the helpdesk first.
- Hamza AkhtarRight, it does. I can build the renewals half now, so the helpdesk column just drops in later. Priscilla, shall we do that together?
- Priscilla BowenYes please. Share and I'll follow along.
- Hamza AkhtarThere we go, a first dashboard, renewals by month with the owner. It's rough, but it's yours, and you can tidy it.
- Caitlin MercerThat's actually really close to what I draw on the whiteboard every Monday. Can we sort by renewal date, soonest first?
- Priscilla BowenDone. Oh, nice. That's much better.
- Hamza AkhtarLet me close out. Priscilla chases the helpdesk permission on Wednesday and picks the pilot group. Caitlin sends me the test set of distributors. I'll start the call recorder connector as soon as the helpdesk is in, and set up the training session for the pilot group.
- Caitlin MercerSounds right. Thanks, Hamza, this is moving. Best, Caitlin.
- Priscilla BowenThanks Hamza. Speak soon.
- Hamza AkhtarCheers both. Bye for now.
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