Carrowkeel Software / BG-Demo – Training
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Carrowkeel Software · 13 Oct 2025 11:30
On 13 Oct 2025 Hamza Akhtar trained Niamh Fogarty and Siobhán Nolan on search, chat, pages, dashboards and admin. They found value fast, but only five or six of forty licensed users are active.
What was said
What this says
As at Fri 9 Oct 2026On 13 Oct 2025 Hamza Akhtar trained Niamh Fogarty and Siobhán Nolan on search, chat, pages, dashboards and admin. They found value fast, but only five or six of forty licensed users are active.
What happened: Hamza walked the team through search, chat, saved questions, pages and the dashboards builder. Both customer attendees built dashboards and Niamh went through the connector and access settings.
Customer view: Siobhán found a usage dip and two reopened tickets that she says would have taken an afternoon of digging. Niamh linked the tool to what Aoife keeps asking for: which agencies are at the edge before renewal.
Commercial: Niamh said forty licensed users, but only five or six are in regularly. Aoife wants the team using it before the next planning round, so the whole customer success team and some account management are to be invited.
Watch: The brain refreshes nightly, so same-day escalations still need the helpdesk. A flat connector count needs a ticket to BG-Demo, and Marcus Bell is to check usage in a few weeks.
Themes
As at Fri 9 Oct 2026Theme
Growth plan adoption training
Importance
neutral
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 sends the one page guide and the list of saved questions.
- Niamh Fogarty invites the rest of the team this week and sets access for the sensitive groups.
- Siobhán Nolan shares her dashboard with Aoife Mulcahy before the planning round, and Marcus Bell does a usage check-in in a few weeks.
Risks
As at Fri 9 Oct 2026- Only five or six of forty licensed users are active, so value is not yet spread across the team.
- The nightly refresh means same-day escalations will not show, which Siobhán Nolan had assumed otherwise.
- A connector that sits flat can go unnoticed if the weekly admin check is skipped.
Opportunities
As at Fri 9 Oct 2026- Inviting the whole customer success team and some account management uses seats already licensed on Growth.
- Shared saved questions and dashboards give a base for the planning round and for showing value.
Transcript
Hamza AkhtarMorning both. Can you hear me all right?
Niamh FogartyLoud and clear. Siobhán, I think you're on mute.
Siobhán NolanSorry, sorry. Morning! Classic. Hi Hamza.- Hamza AkhtarNo bother. Wet one in Dublin, is it? It's bucketing down here.
- Niamh FogartySame. I came in on the bus soaked through, so I'm only now feeling human.
- Hamza AkhtarRight, so today is a proper walk through for the people who'll live in the brain every day. I'll share my screen in a second. The plan is search first, then chat, then pages, and then the dashboards builder, which you have because you're on Growth. Niamh, I'll finish with the admin side, if that suits.
- Niamh FogartyThat suits. I mainly want to know what I need to look after so it doesn't drift.
- Siobhán NolanAnd I want to stop opening four tabs every time someone asks me about an agency group.
- Hamza AkhtarThat's exactly the thing it's for. Okay, you should see my screen now. This is the home view. Left side is search, chat sits across the top. Can you see it?
- Siobhán NolanYep. A bit small, but yes.
- Hamza AkhtarI'll zoom in. Better? Good. So search first. Type the name of an agency group, and you get everything the brain knows: the support tickets, the renewal record, the product usage. All in one list, not split by system.
- Siobhán NolanCan I try one? Let me put in one of our bigger groups. Oh. That's quick.
- Hamza AkhtarRight. Click into the first result. See the little source tag on each line? That tells you where it came from, so if you doubt something you can go straight back to the helpdesk or the CRM.
- Niamh FogartySo it's not making things up. It's pointing at the record.
- Hamza AkhtarYes. And if it can't find something it should say so. If it ever gives you an answer with no source, tell me, because that's not how it's meant to behave.
- Siobhán NolanOkay. Let me have a go at chat then. I'll ask which agency groups raised the most tickets recently. Is that a sensible thing to ask?
- Hamza AkhtarPerfect question. Go for it.
- Siobhán NolanSorry, I'm reading it. It's given me a ranked list. Hang on, one group near the top surprises me. I'd have said they were quiet.
- Hamza AkhtarClick the source link on that row. You see the tickets underneath? So that's your check. Sometimes quiet in your head and busy in the data are different things, and that's quite useful.
- Niamh FogartyMm. That's the sort of thing Aoife keeps asking me for. Which ones are at the edge before the renewal comes round.
- Hamza AkhtarRight, and chat is better when you give it a time frame and a group. Rather than asking what's going on, try asking what changed in the last month for a named group. Have a go.
- Siobhán NolanRight. That's good. It's told me usage dipped and two tickets were reopened. I wouldn't have found that without an afternoon of digging.
- Hamza AkhtarBrilliant. Now, can I show you saving a question? Because you'll ask the same few every week. Top right, this star. Name it something you'll remember.
- Niamh FogartyIs that private to Siobhán, or can the whole team see it?
- Hamza AkhtarYour choice. Private by default, and you can share it to the team. I'd share the good ones so people stop reinventing them.
- Siobhán NolanGrand. I'll share it. Hmm, can I rename it afterwards if I get the wording wrong?
- Hamza AkhtarYes, just click the title. Okay, pages next. Pages are the written summaries the brain keeps up to date, one for each organisation. Let me open one.
- Niamh FogartyWho updates those? Us, or is it automatic?
- Hamza AkhtarAutomatic, from the nightly refresh, which is done by 07:00 on business days. So if you open a page at nine, it reflects yesterday's tickets and calls. You can add your own notes on top and they won't be overwritten.
- Niamh FogartyGood. That was my worry, someone typing a note and it vanishing.
- Siobhán NolanQuick one. If something happens at two in the afternoon, a big escalation say, it won't show till the next day?
- Hamza AkhtarCorrect, it's a nightly cycle. For something live you'd still look in the helpdesk. The brain is for the picture, not the minute.
- Siobhán NolanFair enough. Good to know, I'd have assumed otherwise.
- Hamza AkhtarSo, the dashboards builder. This is the bit Growth adds. Think of it as turning a question you keep asking into a view you can look at. I'll build one from the saved question we just made, and then you build one yourselves.
- Niamh FogartyRight, I've added the tickets by group as a chart. Can I put renewals on the same page, or is that a separate dashboard?
- Hamza AkhtarSame page is fine. Add a second tile, choose renewals, and filter by the quarter. Don't worry about making it pretty. Get it useful first.
- Siobhán NolanMine's built. It's a bit plain, honestly. But I can already see which groups have renewals coming and how many tickets they raised.
- Hamza AkhtarThat's most of the value right there. Plain and correct beats pretty and wrong.
- Niamh FogartyCan I ask about the numbers? We've got forty licensed users, but I count maybe five or six of us actually in there regularly.
- Hamza AkhtarThat matches what I can see. It's very normal at this stage. The licences are there, most people just haven't been shown it yet. Who else on the customer success side would use it?
- Siobhán NolanHonestly, the whole team, and probably a couple of people in account management. Aoife wants the team using it before the next planning round.
- Hamza AkhtarThen I'd suggest you invite them in a batch, and use these saved questions as the starting point so they're not facing a blank box. I can send you a short guide to forward.
- Niamh FogartyYes please. If it's one page I'll actually get people to read it.
- Hamza AkhtarRight, Niamh, admin side now. Share your screen if you like, then I can see what you see.
- Niamh FogartyOkay, you should have it. I'm in settings. Users, connectors, and something called access.
- Hamza AkhtarGood. Connectors first. Each one shows a count of records indexed and the last load. What you want is that number moving. If it sits flat for a couple of weeks, something has changed at the source, usually a system change or a permission.
- Niamh FogartyRight. So I check it, what, weekly?
- Hamza AkhtarWeekly is plenty. And if one stalls, raise a ticket with us, don't wait. We would much rather hear early.
- Siobhán NolanWe raised one a few weeks ago, actually. It was sorted quickly, which was nice.
- Hamza AkhtarGood, that's how it should work. Now access. This is where you decide who sees which groups. If you've got sensitive agencies, restrict them here rather than relying on people to behave.
- Niamh FogartyMm, that's useful. Is there anything I can break by clicking the wrong thing?
- Hamza AkhtarDisconnecting a connector is the big one, and it asks you to confirm. Everything else you can undo.
- Siobhán NolanHamza, I've had a go at asking it for the renewals coming up and the usage per group side by side. It's done it, but I'm not sure I trust the second half. Can you look?
- Hamza AkhtarSure, share it. Ah, I see. Usage is the monthly average, not the latest week, which is why it looks lower. Ask it for the last week specifically and it'll change. Good instinct to question it.
- Niamh FogartyI think I'm done on my side. I've got the connectors checklist written down and I'll invite the others this week.
- Hamza AkhtarBrilliant. So, to recap. I'll send the one page guide and a list of the saved questions we made today. Niamh, you invite the rest of the team and sort access for the sensitive groups. Siobhán, share your dashboard with Aoife so she's seen it before the planning round.
- Siobhán NolanWill do. She'll be thrilled. She keeps asking where the data lives.
- Hamza AkhtarAnd Marcus Bell, your CSM, will pick up a check-in in a few weeks to see how usage has moved. If anything's odd before then, shout.
- Niamh FogartyThanks, Hamza, that was really clear. Longer than I thought, but worth it.
- Siobhán NolanYeah, thank you. Speak soon.
- Hamza AkhtarCheers both. Enjoy the rest of the week.
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