Pemaquid Analytics / BG-Demo – Onboarding
Callcompleted
Pemaquid Analytics · 5 May 2026 16:00
On the 5 May 2026 onboarding call Caitlin Mercer said she needs evidence of what the fifty thousand a year buys before she promises the board anything. Source access, name mapping and a pilot group were agreed.
What was said
What this says
As at Fri 9 Oct 2026On the 5 May 2026 onboarding call Caitlin Mercer said she needs evidence of what the fifty thousand a year buys before she promises the board anything. Source access, name mapping and a pilot group were agreed.
What happened: Hamza Akhtar, Caitlin Mercer and Priscilla Bowen agreed connector access, a distributor name mapping template and a small first user group. Caitlin played the actions back at the end.
Customer view: Caitlin wants one view per distributor and wants renewals to stop being a surprise. She will not promise the board anything without evidence.
Commercial: The contract started on 1 Apr 2026 with 40 users licensed, and the renewal is on 1 Apr 2027. Questions asked and usage by person were agreed as the value signals for the first quarterly review.
Watch: Differing distributor names across systems will need Priscilla's mapping work. Hamza warned that one person asking most questions is a risk in itself.
Themes
As at Fri 9 Oct 2026Theme
Value evidence before renewal
Importance
renewal
Sentiment
mixed
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 gets a service user created for the call recorder.
- Hamza Akhtar sends the permissions note and mapping template, then holds a working session with Priscilla on Monday afternoon.
- Caitlin Mercer picks the first group of people and their questions before that session.
Risks
As at Fri 9 Oct 2026- Caitlin Mercer needs evidence of value for the fifty thousand a year before she will back it to the board.
- Distributor names differ between systems, which could weaken the one view per distributor.
- Usage is mostly Priscilla Bowen, so value could sit with one person.
Opportunities
As at Fri 9 Oct 2026- A pilot group of the team closest to renewals could grow use across the 40 licensed users.
- Questions asked and usage by person give a clear value story for the first quarterly review.
Transcript
Hamza AkhtarHi both, can you hear me all right?
Priscilla BowenYep, loud and clear. Hi Hamza.
Caitlin MercerHey! Sorry, give me one second, I'm changing rooms. Okay. I'm here. Good afternoon.- Hamza AkhtarAfternoon, Caitlin. Good to have you both on the same call at last. How's the week treating you?
- Caitlin MercerBusy. We've got a stack of renewals landing this month and a couple of them I'm not loving, so I'm in that mode. Which is exactly why I'm excited about this. This is the thing that's supposed to stop renewals being a surprise.
- Hamza AkhtarThat's a good way to frame it, and it's what I'd like to anchor today on. So the plan for the next forty minutes or so: where we are, which sources we connect first, who looks after what on your side, and how we get your team in using it.
- Caitlin MercerLove it. What's the signal, though? Like, when we're done, how do I know it's working?
- Hamza AkhtarFair. I'd suggest two things. One, the data is loading and staying fresh, so the brain is actually seeing each distributor's tickets, usage and renewal calls. Two, people are asking it real questions. The second one is the one that tells you whether it's valuable.
- Caitlin MercerOkay, yes. Questions asked. Can we get that on a dashboard?
- Hamza AkhtarYou can. Growth includes the dashboards builder, so Priscilla can put that together once there's something to count. Right now it would be a very short line.
- Priscilla BowenHa. It's basically me in there at the moment. I've been clicking around and asking it a few things, mostly to see what it does with our distributor names.
- Hamza AkhtarThat's completely normal at this stage. Contract started on 1 Apr 2026, the brain is running inside your Snowflake account, and you're licensed for 40 users, so there's a lot of headroom. The job is to fill it sensibly rather than all at once.
- Caitlin MercerRight, and I'm very conscious that we're on the hook for fifty thousand a year, £50k, so I need to be able to say what we got for it. I'm not going to promise the board anything without evidence.
- Hamza AkhtarUnderstood. And the renewal isn't until 1 Apr 2027, so you've got a full year to build that evidence. I'd rather we have a clean story by the first quarterly review than a rushed one.
- Caitlin MercerGood. Okay. So where are we with the sources?
- Hamza AkhtarPriscilla, you may want to jump in here. The CRM is connected and loading. The helpdesk and the call recorder are the two that matter most for your use case, and those are what I'd like to finish this week and next. Where did you get to on access?
- Priscilla BowenSo the helpdesk I can do, I'm an admin there. The call recorder, I need to ask our ops lead to create a service user, because I don't want to connect it with my own login and have it break when my password rotates.
- Hamza AkhtarGood instinct. A dedicated service user is the right way. I'll send you a short note on the permissions it needs, read access is enough, so you can hand it to them as it is.
- Priscilla BowenPerfect. That saves me writing it.
- Caitlin MercerCan I ask something slightly different? Because the whole point for me is one view per distributor. If I open a distributor, I want tickets, usage and the last renewal conversation in one place. Is that what this does out of the box, or is that work?
- Hamza AkhtarA bit of both, honestly. The pages and the chat do the joining for you, but the joining depends on the distributor being recognised the same way in every system. If one is called the full legal name in the CRM and a nickname in the helpdesk, we have to tell it they're the same.
- Priscilla BowenOh, that's going to be us. We have a few where the name differs between systems. Some have a parent group and a local depot.
- Caitlin MercerYeah, that's the messy part. Okay. Let's operationalise it, then. Who owns the mapping?
- Hamza AkhtarI'd say Priscilla owns it day to day, because she knows the data, and I'll sit with her to do the first pass. Then it becomes a thing she maintains when a new distributor is added.
- Caitlin MercerPriscilla, are you okay with that? It's more than I'd like to drop on you without checking.
- Priscilla BowenYeah, no, it's fine. It's what I'd be doing by hand anyway. I'd just like a list of what it needs from me so I'm not guessing.
- Hamza AkhtarI'll send a simple template after this. One row per distributor, the name as each system knows it, and the person on your side who looks after them.
- Caitlin MercerGreat. Now users. I've got my team of, what, about a dozen people who'd live in this. I don't want to give it to everyone and have it be a ghost town in a month.
- Hamza AkhtarAgreed, so my suggestion is a small first group. Pick the people who are closest to renewals, give them a handful of questions they actually ask every week, and let them try it for a fortnight. Then widen.
- Caitlin MercerOkay. So like, which distributors are at risk this quarter and why. That kind of thing.
- Hamza AkhtarExactly that. And once the helpdesk and the calls are in, it can answer it from tickets and what people said on calls, not just from the CRM stage.
- Priscilla BowenIs there a way to see who's asking what? Because Caitlin will want to know, and I'd want to know if it's all one person.
- Hamza AkhtarYes, as an admin you can see usage by person. It's worth watching, because if one person is asking most of the questions, that's a risk in itself. It means the value sits with them.
- Caitlin MercerRight, I like that. That's the signal. I'll want that in the first review.
- Hamza AkhtarNoted. One thing on freshness so nobody's caught out: the refresh runs overnight and should be done by seven in the morning your time on business days. If the first load looks a day behind, that's usually the reason.
- Priscilla BowenGood to know. I'd have panicked.
- Caitlin MercerOkay, so let me play it back. Priscilla gets the service user for the call recorder. Hamza sends the permissions note and the mapping template. Priscilla and Hamza do a working session on the distributor names. And I pick the first group of people and their questions. Did I miss anything?
- Hamza AkhtarThat's it. I'd add that I'll check the helpdesk is loading cleanly before our next session, so we're not debugging live. Priscilla, would early next week work for the working session?
- Priscilla BowenMonday afternoon works for me.
- Caitlin MercerGreat. I'll send you my list of names before that. Thanks, both, this was useful.
- Hamza AkhtarThanks, Caitlin, thanks Priscilla. Speak on Monday.
- Priscilla BowenCheers, Hamza. Bye.
Callsmade from