Feldmoching Software / BG-Demo – Onboarding
Callcompleted
Feldmoching Software · 5 Mar 2026 10:00
Second onboarding call, 5 Mar 2026. Frankfurt region confirmed, first wave set as helpdesk, usage, CRM. Katharina Huber says CRM renewal dates are unreliable, which is the case for one view.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call, 5 Mar 2026. Frankfurt region confirmed, first wave set as helpdesk, usage, CRM. Katharina Huber says CRM renewal dates are unreliable, which is the case for one view.
What happened: Hamza Akhtar agreed three connectors first, in the order helpdesk, usage, CRM, out of eight available on Growth. Lukas Brandl owns access and the installer ID clean-up.
Customer view: Katharina calls the EU requirement not negotiable, and Lukas confirmed their Snowflake account is in Frankfurt. She says some installers are on old contract terms the CRM does not show.
Commercial: The customer signed on 13 Feb 2026 on Growth, with forty licences. Early use is limited to Katharina and Lukas, and Elena will check adoption once data is in.
Watch: The CRM holds duplicate installer records, and helpdesk tickets lack a reliable installer ID. Hamza gave only an estimate for the helpdesk connector, live in a couple of weeks, which Katharina accepted.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, first connector wave
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 access checklist, setup notes with the Frankfurt confirmation and a plan for the first three connectors.
- Lukas to start the read-only service account request today and make the installer ID field required on new tickets.
- Hamza and the customer to review record counts together once the helpdesk is loaded.
Risks
As at Fri 9 Oct 2026- Duplicate CRM installer records and missing installer IDs in tickets could make early answers look wrong.
- Only two people are using B-Viz at the start, so adoption depends on inviting more users after data loads.
- The helpdesk go-live is an estimate, and the customer's security review of the service account could slow it.
Opportunities
As at Fri 9 Oct 2026- Katharina wants to ask which installers have fewer logins than last quarter and also open tickets, a renewal-focused use that shows value.
- Five of the eight Growth connectors remain unused for later waves.
Transcript
Hamza AkhtarMorning both, can you hear me alright?
Katharina HuberGuten Morgen, yes, loud and clear. Lukas is just joining, I can see him in the lobby.
Lukas BrandlHi, sorry, my headset updated itself. Can you hear me now?- Hamza AkhtarYep, perfect. Cheers, Lukas. Bit grey in London today, what's Munich doing?
- Lukas BrandlGrey as well, but dry. Which is a win for March.
- Katharina HuberShall we start? I have the renewal list open on my side because I want to see how it maps onto this, but that is for later. Today is about getting set up, yes?
- Hamza AkhtarExactly that. So, quick frame. This is the onboarding call, you signed on Friday 13 February 2026, you're on Growth, and the idea is that by the end of this call we agree which sources we connect first, who owns what on your side, and how we handle the EU region.
- Katharina HuberGood. The EU part is not negotiable for us, so I would like to start there. We need it documented that nothing leaves the EU.
- Hamza AkhtarUnderstood. So the way it works is that B-Viz is built and runs inside your own Snowflake account. We don't copy your data into a BG-Demo environment. If your Snowflake account sits in an EU region, then the data sits in an EU region.
- Lukas BrandlOurs is in Frankfurt. I checked that again yesterday, because Katharina asked me twice.
- Katharina HuberI asked three times, actually.
- Hamza AkhtarHa, fair. Good, then Frankfurt is where it lives. I'll put that in the written setup notes so you have it on paper. Lukas, you'd be the admin on this, is that right?
- Lukas BrandlYes. I run support operations, so the helpdesk is mine, and I would be the one who grants access and watches the connectors.
- Hamza AkhtarGreat. And Katharina, you're the sponsor on the customer success side.
- Katharina HuberYes. My team looks after the installer businesses, so for us the question is always the same: which installer, which version, and what does the usage say?
- Hamza AkhtarThat's a good way to put it, because that's more or less the shape of what we'll build. Tickets, usage and renewals for each installer in one place. Let me ask how it looks today. Where do those three things live right now?
- Lukas BrandlTickets are in the helpdesk. Usage comes out of our own product database, and we get an export from it. Renewals are in the CRM and in a spreadsheet that Katharina's team keeps, because the CRM dates are not always right.
- Katharina HuberNot always right is polite. Some installers are on old contract terms and the CRM does not show it. That is exactly why I want one view.
- Hamza AkhtarMm, right. We see that a lot. So for the first wave I'd suggest we keep it small: the helpdesk, the CRM and the usage export. Three sources. You've got room for more later, Growth has eight connectors in total, but I'd rather get three loading cleanly than eight half working.
- Lukas BrandlThat suits me. If I connect everything at once I will not know what broke.
- Hamza AkhtarExactly. One at a time, check the record counts, then the next.
- Katharina HuberAnd the order? I would say helpdesk first, because that is where the pain is.
- Lukas BrandlHelpdesk, then usage, then the CRM. The CRM I need to clean up a bit anyway. There are duplicate installer records, two entries for the same business in some cases.
- Hamza AkhtarOkay, that's worth knowing before we load it. If two records have the same domain, B-Viz will treat them as one company, so you may find the picture is tidier than the CRM suggests. But I'd still want you to tell me which record you trust.
- Lukas BrandlThe one the account manager last edited, usually. Not very scientific.
- Hamza AkhtarHonestly, most places are the same. We'll write it down as a rule and revisit it.
- Katharina HuberYes please. We need it documented, also for when new people join my team.
- Hamza AkhtarOf course. So, access. For each source I'll need a service account with read access only. Lukas, I'll send a short checklist after the call, so you don't have to remember it. Nothing that writes back into your helpdesk or your CRM.
- Lukas BrandlGood. Read only is easier to get through our security colleagues. They are careful.
- Katharina HuberCareful is good. How long do they usually need?
- Lukas BrandlFor a read only account, a few days. If it is something new, longer.
- Hamza AkhtarThat fits. Then my plan is that the helpdesk connector is live in the next couple of weeks, and the rest follow once the first one is behaving. I won't promise more precisely than that until I've seen the data.
- Katharina HuberThat is fine. I prefer an honest estimate to a nice date.
- Hamza AkhtarSame. Now, users. You have forty licences on Growth. How many people do you expect to use it in the beginning?
- Katharina HuberAt the start, my team and Lukas's team. The rest later, when we see it is useful. I do not want forty people with logins and nobody looking.
- Hamza AkhtarVery sensible. At the moment it's basically the two of you poking around, which is what I'd expect in week one. Elena, your customer success manager here, will check in on adoption once the data is in.
- Lukas BrandlElena is the one from the introduction mail? And Matteo is the sales contact?
- Hamza AkhtarThat's right. Matteo for anything commercial, Elena for adoption and the reviews, me for the build until you're live. If you're unsure who to ask, ask me and I'll route it.
- Katharina HuberGood. One more thing about the renewals. When the data is loaded, can I ask it, for example, which installers have fewer logins than last quarter and also open tickets?
- Hamza AkhtarThat's precisely the kind of question it's for. Whether you get a clean answer depends on how well the usage export lines up with the helpdesk records. So the matching key matters. Is there an installer ID in both?
- Lukas BrandlIn the usage data, yes. In the helpdesk we have it in a custom field, but not every agent fills it in.
- Katharina HuberThat I did not know. Lukas, we have to fix that, no?
- Lukas BrandlYes. I can make the field required for new tickets and backfill the old ones. It is some work, but it is possible.
- Hamza AkhtarThat would help a lot. Even a partial backfill gets us most of the way, and we can flag what's missing instead of guessing.
- Katharina HuberOkay. So, to summarise what I heard. Frankfurt region is confirmed and documented. First wave is helpdesk, usage, CRM, in this order. Lukas owns access and the installer ID clean-up. Hamza sends the checklist. Is that right?
- Hamza AkhtarSpot on. I'd add that I'll send the setup notes with the region confirmation, and a short plan for the first three connectors. And we speak again once the helpdesk is loaded, so we can look at the counts together.
- Lukas BrandlThat works. I will start with the service account today, so the security colleagues have it early.
- Katharina HuberThank you both. Then I will leave the renewal list for the next call. Viele Grüße, Katharina.
- Hamza AkhtarSpeak soon, both. Cheers.
- Lukas BrandlBye, thanks.
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