Carrowkeel Software / BG-Demo – Training
Callcompleted
Carrowkeel Software · 8 Oct 2025 10:30
Hamza Akhtar trained Siobhán Nolan and Niamh Fogarty on asking questions, pinning a renewals page and admin. Only Niamh has used the brain so far; forty licensed users and a handful active leave headroom.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar trained Siobhán Nolan and Niamh Fogarty on asking questions, pinning a renewals page and admin. Only Niamh has used the brain so far; forty licensed users and a handful active leave headroom.
What happened: Hamza ran a 79-minute training on 8 Oct 2025. Siobhán asked about agency groups with tickets and falling usage, and a no-tickets query returned three groups she will check with the account manager.
Customer view: Niamh said she has been the main user, and Siobhán has only had a quick look. Niamh held back until sure it was worth it and thinks she can now make the case.
Commercial: Forty licensed users with only a handful active is headroom, and Hamza advised inviting customer success and support leads. This is adoption work under the subscription rather than a sale.
Watch: Niamh is a single heavy user, which is key-person risk. Renewal dates are not all clean in the CRM, and Niamh will tidy them this week.
Themes
As at Fri 9 Oct 2026Theme
Training and adoption headroom
Importance
upsell
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 steps followed, example questions and admin notes on inviting users.
- Niamh Fogarty to tidy the renewal date fields this week.
- Siobhán Nolan to try the weekly page on Monday and report if it breaks.
Risks
As at Fri 9 Oct 2026- Niamh Fogarty has been the main user, so adoption depends on one person.
- Renewal dates in the CRM are not all clean, so the renewals review page may mislead until fixed.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users with only a handful active leaves room to bring in customer success and support leads.
- A pinned weekly renewals review page could make the brain part of the customer's routine.
Transcript
Hamza AkhtarMorning, both. Siobhán, Niamh, can you hear me?
Niamh FogartyMorning, Hamza. Yes, all fine here.
Siobhán NolanMorning. Yeah, I can hear you. Give me a second, I'm just closing about nine tabs.- Hamza AkhtarTake your time. Anything good going on this week? Wednesday always feels like the longest day.
- Siobhán NolanWe've got a couple of agency groups renewing soon, so it's a lot of reading tickets and trying to work out who's happy. Which is sort of the whole reason we're here.
- Niamh FogartyYeah. And I'll admit I've been the main one in the brain so far. Siobhán has had a quick look, but that's it.
- Hamza AkhtarThat's pretty common at this stage, and it's fine. So today I'd like to make Siobhán comfortable asking her own questions, and Niamh, I'll show a couple of things on the admin side. I'll share my screen in a second. Does that work?
- Siobhán NolanPerfect. Honestly I'd start with something realistic. Like, which agency groups are at risk.
- Hamza AkhtarLet's do that, but I want to be careful with the word risk, because the brain won't know what you mean until you tell it. So we'll break it into parts. Can you see my screen?
- Niamh FogartyYes. Chat window, and the sources panel on the right.
- Hamza AkhtarRight. Siobhán, you type it. What would you naturally ask?
- Siobhán NolanOkay. Um. Which agency groups have had the most support tickets in the last quarter?
- Hamza AkhtarThat's a good start. Now look at what came back. It's a list, but notice it's counting tickets by group, and it's linking to the helpdesk records. Click one.
- Siobhán NolanOh, so I can see the actual tickets. That's handy. I normally have to filter in the helpdesk and export it.
- Hamza AkhtarExactly. Now the useful bit. Ask it to compare that against product usage for the same groups.
- Siobhán NolanHang on, it's saying two groups have lots of tickets and falling usage. That's the one I'd worry about.
- Niamh FogartyYeah, that's the pattern. Many tickets and dropping activity is different from many tickets with heavy usage.
- Hamza AkhtarRight, and I'd go further. Few tickets from a group that's gone quiet can be worse. Silence isn't always happiness. Ask it for groups with usage falling and no tickets at all.
- Siobhán NolanOkay, that gives me three. I didn't expect one of those. I'll check with the account manager.
- Hamza AkhtarGood, that's exactly the type of thing it's meant to catch. One caution: it only knows what's connected. If renewals are tracked in a spreadsheet that isn't a source, it won't see them.
- Niamh FogartyAh. That's a fair point. Some of our renewal dates are in the CRM, but not all of them are clean.
- Hamza AkhtarThen it's worth tidying those fields. Garbage in, honestly. Let's carry on and I'll come back to that in the admin part.
- Hamza AkhtarNow pages. If there's a view you want every week, pin it. Let's make one for your renewals review. What do you look at in that meeting today?
- Siobhán NolanHonestly, it's a mess. Renewal date, last contact, open tickets, and whether they've logged in. We pull it by hand.
- Hamza AkhtarThen we'll build that one, as questions, and you can adjust. Watch the order.
- Niamh FogartyThat's pretty much it. Could we add something about who in the group is actually using it? Not just a number.
- Hamza AkhtarYes, you can ask for the people behind the activity. It shows names where your permissions allow it. Try it.
- Siobhán NolanThat's the champion question, isn't it. If one person is doing all of it, that's a risk.
- Hamza AkhtarExactly, key-person risk. Good instinct.
- Hamza AkhtarOkay, Niamh, admin things. You have forty licensed users and today only a handful are active. So there's plenty of room. My suggestion is to invite your colleagues in customer success first, then support leads.
- Niamh FogartyYeah. We held back until we were sure it's worth it. I think after today I can make that case.
- Hamza AkhtarReasonable. Let me show you the connector screen so you can see what's configured and when it last refreshed.
- Niamh FogartyOkay, so I'd look there first if something looks stale. And the refresh finishes before the morning, right?
- Hamza AkhtarOvernight, yes, ready for the start of the working day. If it's not, raise a ticket with the connector name and we'll look at it.
- Siobhán NolanCan I ask a possibly silly question? How do I know it's not making things up?
- Hamza AkhtarNot silly at all. Open the sources every time, especially at first. If it can't point to a record, treat the answer with suspicion, and tell us.
- Siobhán NolanFair enough. That's reassuring, actually.
- Hamza AkhtarRight. So next steps. I'll send you the steps we followed, plus a short list of example questions for customer success. Niamh, I'll include the admin notes on inviting users.
- Niamh FogartyGreat. And I'll tidy those renewal date fields this week, so the review page is trustworthy.
- Siobhán NolanAnd I'll try the weekly page on my own on Monday and tell you if it breaks.
- Hamza AkhtarPlease do. Marcus will be in touch for the check-in as well, so save your questions for him. Anything else?
- Siobhán NolanNo, that's everything. Thanks, Hamza, that was really helpful.
- Niamh FogartyYeah, thanks. Speak soon.
- Hamza AkhtarCheers both. Bye for now.
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