Feldmoching Software / BG-Demo – Onboarding
Callcompleted
Feldmoching Software · 25 Feb 2026 08:15
First onboarding call, 25 Feb 2026. Katharina Huber wants installer tickets, usage and renewals in one view, and Lukas Brandl needs the EU data location documented per connector. No concerns raised beyond that.
What was said
What this says
As at Fri 9 Oct 2026First onboarding call, 25 Feb 2026. Katharina Huber wants installer tickets, usage and renewals in one view, and Lukas Brandl needs the EU data location documented per connector. No concerns raised beyond that.
What happened: Hamza Akhtar agreed the connection order with Katharina and Lukas: helpdesk first, then CRM, then product usage. He will send a written plan and a connector table.
Customer view: Katharina bought B-Viz to see each installer's story together ahead of a long renewal list. Lukas's concern is contractual: data processed outside the EU would breach their own customer contracts.
Commercial: This is Growth with forty licensed seats. Only Katharina and Lukas have looked at anything so far, and Katharina wants to see who asks the questions, so key-person risk is already on her mind.
Watch: Not every helpdesk ticket carries the installer identifier, so some matches will fall back to the email domain. Lukas's change process could slow the Snowflake service user.
Themes
As at Fri 9 Oct 2026Theme
Onboarding plan, EU data
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 to send the written plan and per-connector data location table within a day.
- Lukas to arrange the Snowflake service user and read-only helpdesk and CRM logins, aiming for the first two by the end of the following week.
- Katharina to confirm in writing that only the EU region is wanted.
Risks
As at Fri 9 Oct 2026- Data processed outside the EU would conflict with Feldmoching Software's own customer contracts, so per-connector location notes must be right.
- Some helpdesk tickets lack the installer identifier, which weakens the tickets-to-usage join.
- Adoption could rest on Katharina alone if others are not invited after data loads.
Opportunities
As at Fri 9 Oct 2026- A long installer renewal list gives a clear reason to widen use across the forty Growth seats once data is loaded.
- Questions asked by named users can build the value case ahead of the first renewal conversation.
Transcript
Hamza AkhtarMorning, Katharina. Morning, Lukas. Can you hear me all right?
Katharina HuberGood morning, Hamza. Yes, loud and clear. Lukas, you are on mute, I think.
Lukas BrandlSorry, sorry. Morning. Is that better? The headset was fighting with the laptop.- Hamza AkhtarMuch better. Early start for you both, so thanks for making it. It's properly grey over here, I hope Munich is doing better.
- Katharina HuberCold and bright. Fine. Shall we begin? I always open with my renewal list, it is a habit, but today I will keep it short. We have a long list of installers coming up for renewal this year, and the whole reason we bought this is to see their tickets, usage and renewals in one place.
- Hamza AkhtarThat's exactly the right place to start, actually. So today is mostly planning. I want to agree what we connect first, who owns what on your side, and where the data lives. Then I'll send you a written plan so nobody has to rely on memory.
- Katharina HuberGood. We need it documented. Especially the data location.
- Hamza AkhtarUnderstood. So the short version: B-Viz is built and run inside your own Snowflake account. Not ours. And you chose an EU region for that account, so the data sits there and nowhere else. I'll put that in the plan in plain words.
- Lukas BrandlOkay, that is the part I need to be sure about. Because if a connector pulls something and it is processed somewhere else first, then we have a problem with our own customer contracts.
- Hamza AkhtarFair question. The processing happens in your account, in your region. I'll write down for each connector where it reads from and where it lands, and you can check it against your own setup.
- Katharina HuberYes, please. Per connector.
- Hamza AkhtarPer connector, will do. Now, order of work. Your profile says the pain is seeing each installer's story together. So I'd suggest we start with the helpdesk, because tickets are the richest thing, then your CRM for the renewal dates and owners, and then product usage after that.
- Katharina HuberMm. Which installer, which version? That is what I ask my team every day. So the product usage has to carry the installer and the software version, otherwise the tickets are only half a picture.
- Hamza AkhtarRight, and that's the join I want to get right early. Lukas, does your helpdesk carry an installer identifier on each ticket, or is it only the requester's email?
- Lukas BrandlMostly an identifier, yes. We have a custom field. But, to be honest, not every agent fills it in. Some older tickets only have the email domain.
- Hamza AkhtarOkay. That's normal, don't worry. We can match on the domain as a fallback and flag the ones we can't match, so you can see how many are loose. It's better to see the gap than to hide it.
- Lukas BrandlI prefer that. Honestly, I would rather see the mess.
- Katharina HuberWe can clean the field up afterwards. That is a task for my side, not yours.
- Hamza AkhtarGood. Let's note it. Now, access. Lukas, you're going to be the admin on this, so I need you to create a service user in the Snowflake account with the right role. I'll send the exact steps, it's not long, but it needs someone with the rights.
- Lukas BrandlI have the rights. Or, a colleague in IT has them and I can ask. I will check who is allowed to approve it, because we have a change process.
- Hamza AkhtarSure, so build that into the timeline. How long does your change process usually take, roughly?
- Lukas BrandlA couple of days if nothing is wrong. If someone asks questions, longer.
- Katharina HuberI will tell IT to expect it. Then they cannot say they were surprised.
- Hamza AkhtarBrilliant. On users: you have forty licensed seats on Growth, so there's plenty of room. My suggestion is not to invite all forty on day one. Start with a small group who will actually ask questions, learn what's useful, then widen.
- Katharina HuberYes. At the moment it is only me and Lukas who have looked at anything. My team would like it, but I do not want them to see an empty system.
- Hamza AkhtarExactly. Empty systems kill adoption. So first we load data, then we invite people.
- Lukas BrandlCan I ask about the nightly refresh? When does the data update? Because my agents work from early in the morning.
- Hamza AkhtarThe nightly refresh is meant to be complete by 07:00 your local time on business days. So by the time your agents start, it should be current. If it isn't, tell us, and we look at it.
- Lukas BrandlGood. That works.
- Katharina HuberAnd what does the usage say, after the first weeks? I mean, how will we know it is working and not just installed?
- Hamza AkhtarGood question. Questions asked is the best measure, honestly. Not page views. If people are asking B-Viz things they used to dig out of three systems, that's the value. Your customer success lead, Elena Novak, will go through that with you once it's live.
- Katharina HuberYes, I know Elena. Good. I would like to see who asks the questions. If it is only me, that is not a success.
- Hamza AkhtarHa, no, agreed. That's a key-person risk, and we'd rather spot it early.
- Lukas BrandlWhat do you need from me before the next call? Let me write it down properly.
- Hamza AkhtarThree things. One, the service user in your Snowflake account, once your change process agrees. Two, a read-only login to the helpdesk and to your CRM, or whoever can create one. Three, a short note on which custom fields matter to you, starting with the installer identifier.
- Lukas BrandlOkay. Service user, read-only logins, field note. I will try to have the first two by the end of next week.
- Katharina HuberAnd I will confirm to you in writing that we want only the EU region. So there is no confusion later.
- Hamza AkhtarPerfect, that helps us both. I'll send the plan and the connector table today, or tomorrow at the latest. Anything else before we stop? Any worries?
- Katharina HuberNo worries. Just that it is documented. Thank you, Hamza.
- Lukas BrandlSame from me. Thanks. Speak soon.
- Hamza AkhtarCheers both. Speak soon.
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