Feldmoching Software / BG-Demo – Onboarding
Callcompleted
Feldmoching Software · 13 Mar 2026 10:00
Early Growth onboarding with Lukas Brandl, the only admin. Helpdesk goes first, CRM second, accounting later. He wants EU data residency in writing and has not yet told his team about B-Viz.
What was said
What this says
As at Fri 9 Oct 2026Early Growth onboarding with Lukas Brandl, the only admin. Helpdesk goes first, CRM second, accounting later. He wants EU data residency in writing and has not yet told his team about B-Viz.
What happened: Hamza Akhtar and Lukas Brandl agreed the connector order: helpdesk, then CRM, then accounting later in the eight-week implementation. Hamza will send a written note on where data sits and a read-only CRM field list.
Customer view: Lukas is practical and supportive. He flagged that ticket data holds personal data and that Katharina will ask about it straight away, and he wants a page for the data protection file.
Commercial: The customer is on Growth with the EU region. Only a couple of people have logged in, and Lukas is holding back the wider team until there is something to see. Hamza suggested a second admin and a small first group.
Watch: Lukas is the sole admin and the CRM needs a careful sales operations colleague to approve access. Helpdesk fields change a few times a year, which could silently stall a connector. The nightly refresh must finish before the support team starts at half past seven.
Themes
As at Fri 9 Oct 2026Theme
Onboarding connector sequence
Importance
neutral
Sentiment
positive
Voice
user
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 EU data location note and the read-only CRM field list the same day.
- Lukas to nominate a second admin and tell Hamza by the next call.
- Hamza to book the next session with Katharina for early the following week.
Risks
As at Fri 9 Oct 2026- Lukas is the only admin, so approvals could stall the project if he is unavailable.
- CRM read access depends on a cautious sales operations colleague, which could delay the renewal join.
- Helpdesk field changes could stop a connector loading without anyone noticing.
Opportunities
As at Fri 9 Oct 2026- The accounting connector can follow later in the eight weeks, adding the late-payer view Katharina wants.
- A small first group of support leads can build real usage before the wider team is told.
Transcript
Hamza AkhtarMorning Lukas. Can you hear me alright?
Lukas BrandlMorning Hamza. Yes, loud and clear. Can you see me? My camera is being slow today.- Hamza AkhtarNot yet, there you are. Good. How's the week been, is it quiet on the support side or are you drowning?
- Lukas BrandlMm, a bit of both. Friday is usually calmer, the installers are all out on jobs and they only write to us in the evening when they're back at the van. So I have a clear morning, which is why I said ten o'clock.
- Hamza AkhtarPerfect. So today is really about the practical bit. Elena has told me you're the admin on your side, and Katharina will join the next session, so I thought we'd use this one to agree which systems we connect first, who owns what, and what we need from you before we start loading anything. Does that sound right?
- Lukas BrandlYes. Katharina said the same. She wants the renewals and the tickets side by side per installer, that is the whole reason we bought it. I'm the one who has to make it work, so, yes, let's be practical.
- Hamza AkhtarGood. Let me share my screen, give me a second. Can you see the plan page?
- Lukas BrandlYes, I see it. It's a little small but I can read it.
- Hamza AkhtarI'll zoom in. So you're on Growth, which gives you up to eight connectors and forty licensed users, and the implementation runs over eight weeks. We're only just into it, so there's plenty of room. The question is what goes in first. My suggestion is to start with the helpdesk, because that's where your support data lives and it's the quickest to prove value.
- Lukas BrandlThat makes sense for me. The helpdesk has the history for every installer, the version they run, the tickets, who wrote in. But I should say, the ticket data has personal data in it. Names of the installers' staff, sometimes of their customers. Katharina will ask me about it in the first minute.
- Hamza AkhtarYes, and that's fine, she should. B-Viz is built and run inside your own Snowflake account, and you bought the EU region, so the data stays in the EU. Nothing is copied into our systems. We work in your account, with the access you give us.
- Lukas BrandlOkay. Can I get that in writing? Not for me, I believe you, but she says we need it documented, and our data protection person will want a page to file.
- Hamza AkhtarOf course. I'll send a short note after the call describing where the data sits and what access we need. Elena can also confirm the region terms from the order form. I'd rather you had it on paper than from memory.
- Lukas BrandlGood. Then second, the CRM. That's where the renewal dates and the contract values for each installer are.
- Hamza AkhtarRight. And that's the one I'd put second. Once the helpdesk and the CRM are both in, we can join a ticket to a renewal, which is the picture Katharina wants. Who administers the CRM at your end? Is that you, or someone in sales operations?
- Lukas BrandlNot me. A colleague in sales operations. I can ask them to create the read access for you, but they are very careful, they will want to know what fields we read.
- Hamza AkhtarThat's reasonable. I'll send a list of the objects and fields we'd read, and nothing more. Read only. If they want to remove anything from the list we can talk about it, it just changes what you can ask later.
- Lukas BrandlMm. Okay. Then maybe the accounting system as third? Katharina wants to see whether an installer who is unhappy is also paying late, or the other way round. I don't need that myself but she will.
- Hamza AkhtarI'd hold that until the first two are stable. It's a good idea, honestly, it's one of the more useful joins, but finance data usually has a longer approval path, so let's not let it slow the helpdesk and CRM. We can plan it for later in the eight weeks.
- Lukas BrandlYes, agreed. I would rather have two working than four half working.
- Hamza AkhtarThat's the right instinct. Now, usage. I can see only a couple of people have logged in so far, which is normal at this point. Who has an account today?
- Lukas BrandlMe, and Katharina, I think, and she looked once. We have not told the team yet. I wanted to wait until there is something to look at, otherwise they open it, see nothing and never come back.
- Hamza AkhtarVery sensible. I'd do exactly that. Let's aim for one small group first, a few of your support leads, once the helpdesk data is in. You have forty licensed users, but you don't need to fill them. Better ten people who ask real questions than forty who never log in.
- Lukas BrandlYes. And the admin side, is it only me?
- Hamza AkhtarAt the moment, yes. I'd actually suggest a second admin, even if they only cover holidays. If you're off sick and something needs approving, you don't want the project to stop.
- Lukas BrandlFair point. I will think about who. Probably one of the senior people in support. I'll tell you by the next call.
- Hamza AkhtarLovely. Let me show you where the connector setup lives, so you know what to expect when we do it for real. Bear with me while it loads.
- Lukas BrandlIt's very quiet at the moment. Is it loading or is it me?
- Hamza AkhtarSorry, my side, it's slow today. There. So this is the connector page. Each one has a status, a last sync time and a count of records indexed. When you see that count flat for a few weeks, it usually means the source broke, often because something changed in the system behind it.
- Lukas BrandlOkay, that I would like to watch. We change our helpdesk fields a few times a year. I'd rather know before it silently stops.
- Hamza AkhtarThen tell me, or Elena, when you plan a change like that. A quick message is enough. Also the nightly refresh is meant to finish by seven in the morning your time on business days, so if the data looks old when your team starts, that's something we want to hear about straight away.
- Lukas BrandlGood, seven is fine. The support team starts at half past seven. So we need it done before.
- Hamza AkhtarUnderstood. Now, one thing I've noticed in the account. There's one ticket open from you in the last month. Is that still live?
- Lukas BrandlAh, yes, that was only a question about how to invite users. Somebody answered it, I just have not closed it. I'll do that today, sorry.
- Hamza AkhtarNo problem at all, it's good that it was a how-to. Right, shall I summarise where we've got to, and you tell me if I've got anything wrong?
- Lukas BrandlYes please.
- Hamza AkhtarFirst, helpdesk goes in first, then the CRM, then we look at the accounting system later in the eight weeks. Second, I send you the written note on where data sits in the EU, plus the list of CRM fields for your sales operations colleague. Third, you nominate a second admin and keep your first user group small. Fourth, you let us know before you change helpdesk fields. And Katharina joins the next session. Anything missing?
- Lukas BrandlNo, that is everything. I would add that I need to tell my manager the timeline, but that is on my side.
- Hamza AkhtarFine. I'll send the notes today, probably this afternoon, and book the next session with Katharina for early next week. Thanks Lukas, this was really helpful.
- Lukas BrandlThank you Hamza. Have a good weekend.
- Hamza AkhtarYou too. Speak soon, bye.
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