Feldmoching Software / BG-Demo – Kickoff
Callcompleted
Feldmoching Software · 19 Feb 2026 11:45
Kickoff for the signed Growth contract. Sources, owners and the access role were agreed as written actions. The customer wants nothing promised on timing until it is in writing. Security and EU data location were covered.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for the signed Growth contract. Sources, owners and the access role were agreed as written actions. The customer wants nothing promised on timing until it is in writing. Security and EU data location were covered.
What happened: Elena Novak confirmed Growth, an order form signed on 13 Feb 2026, a £50k annual subscription and forty licensed users. Hamza Akhtar walked through the helpdesk, CRM and usage sources.
Customer view: Katharina Huber wants customer success and support to see tickets, usage and renewals in one place. Sabine Lechner needs the access role defined in writing before any connector starts, and confirmed the EU region is in the order form.
Commercial: The contract runs until 12 Feb 2027, with renewal on 13 Feb 2027. Early adoption will decide the value case, so a small first user group and quick first source matter.
Watch: Hamza would not give a date for first data until engineering confirms. The CRM owner is not yet named, and Lukas Brandl left his ticket list date open.
Themes
As at Fri 9 Oct 2026Theme
Growth kickoff and security
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- Katharina Huber introduces the CRM owner to Hamza Akhtar.
- Hamza drafts the access role and Sabine Lechner approves it before any connector starts.
- Elena Novak sends the security documentation and the invitation for the next session.
Risks
As at Fri 9 Oct 2026- No date was given for first data on the customer's own data, and the customer will not brief its team without it in writing.
- The CRM owner is not yet named and the usage data holds duplicate installer records.
- A slow first source could weaken early adoption ahead of the Feb 2027 renewal.
Opportunities
As at Fri 9 Oct 2026- A small first user group of customer success, support and an admin builds proof of value before wider rollout.
- Security documentation in plain language builds trust with the Information Security Officer.
Transcript
Elena NovakHello everyone, can you hear me? Good morning, or nearly good afternoon. Katharina, Lukas, Sabine, welcome. Hamza is also here with me.
Hamza AkhtarHi all. Hamza here. I'm the implementation consultant, so you'll be seeing a fair amount of me over the next weeks.
Katharina HuberGood morning, Elena, Hamza. We hear you well. Lukas is next to me, and Sabine has just joined.
Sabine LechnerHello. Sorry, my camera is not working, audio only for now.- Elena NovakThat is fine, Sabine. To confirm the agenda I emailed beforehand, we have four points. One, the scope under your order form. Two, the sources we connect, and who owns each one. Three, security and the EU data location. Four, the written actions and owners. I will send those actions after the call.
- Katharina HuberGood. Can I start with the renewal list? Sorry, it is a habit. What I mean is, my first question is what we can do with the installer renewals once this is live.
- Elena NovakYes, that is the right place to start. As agreed, you are on Growth, the order form was signed on Friday 13 February 2026, and the contract runs until 12 Feb 2027, with the renewal on 13 Feb 2027. The subscription is £50,000 a year and covers forty licensed users.
- Katharina HuberRight. And the goal, as we said in the sales process, is that customer success and support see each installer's tickets, usage and renewals in one place.
- Hamza AkhtarExactly. So what I'd like to do is walk through the sources we plan to connect. From your order form it's the helpdesk, your CRM and the product usage data. Lukas, you're the admin on your side, is that right?
Lukas BrandlYes. I run the support operations and I administer the helpdesk. I know the ticket fields quite well. The CRM I only use, I do not own it.- Hamza AkhtarOkay, that matters. Who owns the CRM, then? I need one name per source, otherwise we sit waiting for access.
- Katharina HuberA colleague in sales operations owns it. I will ask him to join the next session. I would rather name him in the actions than guess.
- Elena NovakTo confirm, then: action one, Katharina arranges that the CRM owner is introduced to Hamza. I will write it down exactly like this.
- Katharina HuberYes, please.
- Hamza AkhtarAnd the usage data. Where does it sit today?
- Lukas BrandlIn our own data warehouse, exported from the scheduling product. Which installer, which version, how many jobs scheduled. It is not perfect, to be honest. Some installers appear twice under slightly different names.
- Hamza AkhtarMm, that's very common, don't worry. We'll match on the customer identifier rather than the name, and I'll show you the duplicates before anything goes live so you can say which is right.
- Katharina HuberGood. We need that documented, which record we treat as the real installer.
- Hamza AkhtarOf course. I'll keep a simple mapping note and share it.
- Sabine LechnerMay I come in with the security part? I have to report to our management, and I would prefer to understand it now.
- Elena NovakPlease, Sabine. This is the right moment.
- Sabine LechnerFirst, where does our data physically live? Katharina told me it is inside our own Snowflake account.
- Hamza AkhtarCorrect. B-Viz is built and run inside your Snowflake account, not ours. So the data stays where your account is. You told us you want the EU region, and that is written into the order form.
- Sabine LechnerWritten into the order form, yes. I read it. And what do your people at BG-Demo see?
- Hamza AkhtarDuring implementation I need access to set things up. That access is granted by you, through a role you define, and you can remove it whenever you like. I'd suggest we agree the role together, and you decide what it can read.
- Sabine LechnerGood. Then I want the role defined in writing before any connector is started. Least access that works.
- Elena NovakTo confirm, action two: Sabine and Hamza agree the access role in writing before the first connector begins. I will make sure that Hamza sends the draft and Sabine approves it.
- Sabine LechnerYes. And I will need to tell our data protection colleagues. Is there anything I should send them from your side?
- Elena NovakI will send you the security documentation and the description of how the data flows. I will make sure that it is in one email, with a short cover note in plain language.
- Sabine LechnerThank you. Plain language is what I need.
- Lukas BrandlCan I ask a practical question about the helpdesk? We have a lot of old tickets. Do you load all of them?
- Hamza AkhtarGood question, answer with a question: how far back is it useful to you? Tickets from several years ago can be noise for a renewal view. But if there's a reason to keep them, we can load them.
- Katharina HuberI would say the recent history is enough for renewals, but I would like to check with my team. Some installers have had long-running issues, and those older tickets explain a lot.
- Lukas BrandlI can prepare a short list of ticket categories that matter. Connector problems, scheduling errors, billing questions.
- Hamza AkhtarThat would be ideal. It helps me when I build the first pages, because the questions people ask will follow those categories.
- Elena NovakAction three: Lukas prepares the category list and sends it to Hamza. Do you want to give a date, Lukas, or should I leave it open?
- Lukas BrandlLeave it open for now. I need to see my calendar. Within the first week or so, I think, but I will confirm.
- Elena NovakAs agreed, I will note it as within the first week, to be confirmed by you.
- Katharina HuberHamza, when do we see something on our own data? Realistically.
- Hamza AkhtarHonestly, I'd rather not give you a day I haven't checked with our engineers. What I can say is the order: access role, then the helpdesk, then the CRM, then usage. After the first source is loaded you can start asking questions, and I'll confirm timing in writing once I've spoken to engineering.
- Katharina HuberGood. Better a careful answer than a fast one. I will not promise anything to my team until I have it in writing.
- Elena NovakThat is also my preference. Now the users. You have forty licensed users. Who are the first people to be invited?
- Katharina HuberCustomer success first, a few from support, and Lukas as admin. The rest after we have shown it works. I do not want forty people logging in to an empty system.
- Hamza AkhtarSmart. A small group first also means I get proper feedback instead of forty opinions.
- Lukas BrandlHa, yes. I can pick five or six people who will actually tell me what is wrong.
- Elena NovakAction four: Katharina and Lukas name the first group of users. Then I would like to propose a check-in after the first source is loaded, so we confirm what works. Is that acceptable?
- Katharina HuberYes. Please send an invitation, and I will ask that the CRM owner joins.
- Sabine LechnerOne last point from me. If something goes wrong with the data, a connector fails or similar, who do I hear it from?
- Elena NovakFrom me, first. I am your customer success manager here in Amsterdam, and I will tell you in writing, not leave you to find out. Hamza will explain the technical side.
- Sabine LechnerThank you. That is what I wanted to hear.
- Elena NovakTo summarise the actions. One, Katharina introduces the CRM owner to Hamza. Two, Hamza drafts the access role and Sabine approves it before any connector starts. Three, Lukas sends the ticket category list. Four, Katharina and Lukas name the first users. Five, I send the security documentation to Sabine and the invitation for the next session. Anything missing?
- Katharina HuberNo, that is complete. Thank you, Elena. Thank you, Hamza.
- Hamza AkhtarCheers all. Speak soon.
- Elena NovakThank you everyone. You will have the written actions today. Goodbye.
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