Carrowkeel Software / BB-Demo – Onboarding
Callcompleted
Carrowkeel Software · 2025-08-27 11:45
On 27 Aug 2025 Hamza Akhtar agreed the first sources with Aoife Mulcahy and Niamh Fogarty: helpdesk, CRM and usage data. Where the usage data lives is unconfirmed, and access on the customer side is the main schedule risk.
What was said
What this says
Current to 13 Oct 26On 27 Aug 2025 Hamza Akhtar agreed the first sources with Aoife Mulcahy and Niamh Fogarty: helpdesk, CRM and usage data. Where the usage data lives is unconfirmed, and access on the customer side is the main schedule risk.
What happened: The 27 Aug 2025 onboarding fixed the first three sources: helpdesk tickets, CRM renewal dates and product usage per agency group. Billing data was parked for later.
Customer view: Niamh was unsure whether the engineering reporting copy lands in Snowflake and would not guess. Aoife asked her to put the question to engineering the same day.
Commercial: Hamza said the order form is in place at forty-one thousand eight hundred a year and that this is the figure being invoiced. Aoife confirmed it matches what she signed off.
Watch: Aoife expects to be the main asker, which Hamza called fragile. Niamh, the admin, had only seen empty pages so far.
Themes
Current to 9 Oct 26Theme
Onboarding data access
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Niamh to ask engineering where the usage data is stored and whether a read-only role can be created.
- Hamza to send the IT checklist for Snowflake the same day.
- Aoife to send the first handful of agency groups by Friday.
Risks
Current to 9 Oct 26- Usage data location and read-only access are unconfirmed, which could delay the eight-week plan.
- Aoife expects to be the main asker, so adoption hangs on her and Niamh until account managers join.
Opportunities
Current to 9 Oct 26- Training account managers on their own agency groups could widen use beyond the five or six day-to-day users.
- Billing data is parked as a nice to have and could be a later connector.
Transcript
Hamza Akhtar NoneHello, hello. Can you hear me alright?
Aoife Mulcahy NoneHi Hamza, loud and clear. Niamh is just joining, I can see her sitting in the lobby.
Niamh Fogarty NoneHi both, sorry, my headset was fighting me there. Is that better?- Hamza Akhtar NonePerfect. Morning, Niamh, morning Aoife. Good to have all three of us on one call at last.
- Aoife Mulcahy NoneGrand. How's your week, Hamza? Mine's been all renewals, I've been staring at the same spreadsheet since Monday.
- Hamza Akhtar NoneBusy, but the good kind. Mostly getting people connected, which is what we're here to do today. So, the plan for this session is simple. I want to leave with three things: who owns what on your side, which sources we connect first, and what you need from your IT people so we can get into the Snowflake account.
- Aoife Mulcahy NoneLovely. And can I say up front, what I really want out of this is the per-agency view. Which agencies are at the edge of their renewal, and what does their usage and ticket history look like in the run-up to it.
- Hamza Akhtar NoneThat's exactly the use case we scoped. You're on Growth, forty users, so there's plenty of room for your whole customer success team and a few people from support.
- Niamh Fogarty NoneForty feels like a lot. There's only five or six of us in the team day to day, so I think we'll be fine.
- Aoife Mulcahy NoneWe might grow into it, Niamh. Once the account managers see it they'll all want a login. But start small, yeah.
- Hamza Akhtar NoneSensible. Niamh, you're down as the admin, so you're the person I'll be working with most. Is that right, or is somebody else going to be holding the keys?
- Niamh Fogarty NoneThat's me. I've logged in once or twice already, just to see what was there. Mostly the empty pages, to be honest.
- Hamza Akhtar NoneYeah, that's expected, there's nothing to see until the sources are in. So let's talk about those. You told Sophie you wanted the helpdesk tickets, the CRM for the renewal dates, and the product usage data per agency group. Have I got that right?
- Aoife Mulcahy NoneThat's it. Those three first. Billing data we can park until later, it's a nice to have.
- Hamza Akhtar NoneGood, that keeps the first phase tight. The helpdesk and the CRM are the easy ones, they're standard connectors. The product usage data is the one I want to understand better. Where does that live today?
- Niamh Fogarty NoneSo, it's in our own application database, and there's a reporting copy that the engineering team keeps. I've got read access to some of it, but not all. I'd have to ask one of the engineers about the rest.
- Hamza Akhtar NoneMm. Right. Is that reporting copy something that already lands in Snowflake, or is it separate?
- Niamh Fogarty NoneI think it's separate. I'm honestly not sure. I'd be guessing, and I don't want to tell you something wrong.
- Aoife Mulcahy NoneDon't guess, ask. Can you put the question to the engineering lead today, Niamh? I don't want it sitting over the weekend.
- Niamh Fogarty NoneYeah, I'll message them straight after this.
- Hamza Akhtar NoneBrilliant. I'll write the question out so you can paste it in, it's really just two things. Where is the usage data stored, and can a read-only role be created for us. That's all I need to know.
- Aoife Mulcahy NoneGrand, let's do it. And what about the timeline, Hamza? I'd love to be looking at real agencies by the autumn.
- Hamza Akhtar NoneGrowth implementation runs about eight weeks from the start, so that's comfortably inside what you're after. The risk is never us, it's the access. If the roles are in place in the next week or so, we're fine.
- Niamh Fogarty NoneWho do I talk to about the Snowflake side? Is that a colleague in IT, or do you set that up?
- Hamza Akhtar NoneIt's your side. The brain runs inside your own Snowflake account, so somebody in IT has to create a role and a warehouse for us. I'll send over a short checklist with exactly what to ask for, nothing more than it needs.
- Aoife Mulcahy NoneThat'll make it easy for them. Our IT people are brilliant if you ask clearly and terrible if you ask vaguely.
- Hamza Akhtar NoneUnderstood, so clear it is. The other thing I want to flag is the contract side. The order form is in place at forty-one thousand eight hundred a year, that's the figure we're invoicing against, so there's no change needed there. Is anyone on your finance side expecting anything different?
- Aoife Mulcahy NoneNo, that matches what I signed off. Finance are happy.
- Hamza Akhtar NoneGreat. Then let's talk about who's going to use it first. Aoife, you'll be the main asker, I'd guess?
- Aoife Mulcahy NoneProbably, yeah. I'll be the one in there on a Monday asking which agencies are at the edge. But I want the account managers using it too, otherwise it all hangs on me and Niamh.
- Hamza Akhtar NoneThat's a good instinct. When one person asks most of the questions, it's fragile. We'll plan a training session once data's flowing, and get a handful of the account managers in.
- Niamh Fogarty NoneCan we show them on their own agencies? I think that's what'll make it stick.
- Hamza Akhtar NoneYes, that's exactly how we'd do it. Their own agency groups, their own tickets. Show me the usage, as Aoife would say.
- Aoife Mulcahy NoneHa, you've been listening. Go on then.
- Hamza Akhtar NoneSo, to recap before we run out of time. Niamh asks engineering where the usage data lives and whether a read-only role is possible. I send the IT checklist for Snowflake today. Aoife, you pick the first handful of agency groups you care about, so we can test on real names rather than everything at once.
- Aoife Mulcahy NoneI'll have that list to you by Friday.
- Niamh Fogarty NoneAnd I'll let you know what engineering say as soon as I hear.
- Hamza Akhtar NonePerfect. Then we'll pick this up in a couple of weeks and see where the connectors have got to. Thanks both.
- Aoife Mulcahy NoneThanks a million, Hamza. Talk soon.
- Niamh Fogarty NoneBye all.
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