Kadewerk Software / BG-Demo – Kickoff
Callcompleted
Kadewerk Software · 29 Jul 2025 15:30
Kickoff for Kadewerk Software on Starter. Two connectors, support ticketing and usage data, to go live within about two weeks, with training in week three. Sanne de Wit wants complaints searchable alongside product usage.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for Kadewerk Software on Starter. Two connectors, support ticketing and usage data, to go live within about two weeks, with training in week three. Sanne de Wit wants complaints searchable alongside product usage.
What happened: Laura Penhaligon walked Sanne de Wit and Yara El Idrissi through the four-week plan. Two connectors, helpdesk tickets and product usage data, are to be set live, validated, then followed by training.
Customer view: Sanne named the value as searching complaints alongside how customers use the product. Yara said the ticket records are mostly clean, with some orphaned tickets from past migrations.
Commercial: This is a new Starter customer with a connector commitment of about two weeks. Marcus Bell offered a six-monthly check-in, which is the Starter cadence.
Watch: Usage data sits in Kadewerk's product database and needs to be exposed. Any change to the support system during implementation must be flagged to BG-Demo.
Themes
As at Fri 9 Oct 2026Theme
Starter implementation kickoff
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- Laura Penhaligon to send the data-access form and project plan by end of day tomorrow.
- Marcus Bell to send contact details and a training invite once the first two weeks are known.
Risks
As at Fri 9 Oct 2026- Orphaned legacy tickets could reduce data quality in the support connector.
- Usage data lives in the product database and must be exposed by Kadewerk before the connector can load.
Opportunities
As at Fri 9 Oct 2026- A clear value case, searching complaints alongside usage, gives the team something concrete to measure at the first check-in.
Transcript
Laura PenhaligonHi Sanne, Yara, welcome to the kickoff call. I'm Laura from implementation, and Marcus here is your customer success manager. Really pleased to have you on board. How are you both doing?
Sanne de WitThanks, Laura. We're excited to get started. Yeah, we're doing well.
Yara El IdrissiGood to meet you both. We're looking forward to having everything in one place.- Laura PenhaligonGreat. So the plan for this call is to walk through the implementation timeline, introduce who's doing what on both sides, and set expectations for the next four weeks. Then we'll send over a detailed plan. Sound OK?
Marcus BellAnd I'm here to be your main point of contact once we go live. If anything comes up, you just let me know and we'll sort it.- Laura PenhaligonRight. So you're on the Starter tier with fifteen users. We're going to connect your support ticketing system and your usage data, is that still the plan?
- Sanne de WitYeah, those are the main ones. We have helpdesk software that our support team uses, and we want to be able to search complaints alongside how customers are using the product. That's where the value is for us.
- Laura PenhaligonPerfect. So we'll set those two connectors live. The way this works: I'll send you a data-access request, a simple form, that lets us pull from those systems securely. Everything happens inside your Snowflake account, so your data never leaves your infrastructure.
- Yara El IdrissiAnd we just need to give you access?
- Laura PenhaligonYeah, that's it. You fill in the form, we do the technical side, and we'll test everything before we show it to you. Timeline-wise, I'm thinking we're aiming to have the connectors live inside two weeks. That gives us a week to validate the data before we do a training session and you start using it.
- Marcus BellAnd I'll be on the training call: we walk through how to search the brain, how to save common questions, that kind of thing. It's quite intuitive.
- Sanne de WitHow long is the training?
- Marcus BellCouple of hours usually. We'll go through searching, dashboards if you want them, common use cases. Then you can ask questions and we'll follow up after.
- Laura PenhaligonSo the rough timeline: today we kick off, I send the data-access form, you return that within a few days, we connect the sources over the following week, validate for another week, and training happens in week three. Go-live is end of week three.
- Yara El IdrissiThat sounds pretty quick. Do you need anything from us beyond the data access?
- Laura PenhaligonJust a couple of things. One, someone needs to be available on the training call: sounds like that would be you, Sanne, and maybe Yara? Two, if you change anything in your support system or usage data during those four weeks, new fields, system updates, just give us a heads-up so we can adjust.
- Sanne de WitThat makes sense. And support-wise, how does that work after go-live?
- Marcus BellHappy to jump on a call whenever you need. For most questions, email is fine, I'll respond within a business day. If something's urgent, just ring and we'll sort it. And we do a check-in every six months to make sure the brain is still working the way you want it.
- Laura PenhaligonI've got a couple of technical questions. First, are your support-ticket records pretty clean, consistent date formats, valid fields? Garbage in is garbage out, so we want to know what we're working with.
- Yara El IdrissiMostly yeah. There are some orphaned tickets from migrations over the years, but the last couple of years should be pretty solid.
- Laura PenhaligonThat's helpful. And on the usage side: are you logging usage events to somewhere we can pull from, or is it in your product database?
- Sanne de WitIt's in our product database. We can expose that.
- Laura PenhaligonPerfect. OK so I think we've got what we need. Let me send over the data-access form and a detailed project plan with all the dates and names. You'll have everything in your inbox by end of day tomorrow.
- Marcus BellAnd I'll send a separate email with my contact details and a calendar invite for the training, we can lock that in once we know how the first two weeks go.
- Sanne de WitGreat. Any other housekeeping?
- Laura PenhaligonI think we're good. You've got my email, if anything comes up before I send the paperwork, just drop me a line. And Yara, do you have questions?
- Yara El IdrissiNo, I think we're clear. Looking forward to it.
- Laura PenhaligonBrilliant. Well, cheers both. We'll get this live and then Marcus will be your point of contact. Speak soon.
- Marcus BellThanks, Sanne, Yara. We'll be in touch tomorrow.
- Sanne de WitCheers. Speak soon.
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