Feldmoching Software / BG-Demo – Onboarding
Callcompleted
Feldmoching Software · 18 Mar 2026 12:00
Katharina Huber, Head of Customer Success, joins onboarding. She wants her renewal list with tickets, insists no data leaves the EU, and wants a written plan with owners and a reliable early-morning refresh.
What was said
What this says
As at Fri 9 Oct 2026Katharina Huber, Head of Customer Success, joins onboarding. She wants her renewal list with tickets, insists no data leaves the EU, and wants a written plan with owners and a reliable early-morning refresh.
What happened: Katharina Huber joined Lukas Brandl and Hamza Akhtar. They confirmed helpdesk first, CRM second, accounting later, a small first group and a second admin nominated by Lukas.
Customer view: Katharina starts from the renewal list and needs each ticket tied to an installer and software version. For her the EU residency point is not negotiable, even for testing.
Commercial: Value for her is the renewal list with tickets alongside. Hamza would not promise a date for the first view, since it depends on sales operations approving CRM access.
Watch: She wants the sequence written down for her own manager, and she will lose trust in the tool if data is stale at the start of the day. The data protection colleague has not yet replied on the EU note.
Themes
As at Fri 9 Oct 2026Theme
Renewal list and EU residency
Importance
neutral
Sentiment
neutral
Voice
decision-maker
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 with steps and owners the next day.
- Lukas to send names for the first group and the second admin that day or the following Monday.
- Hamza to book a check-in the following week once the helpdesk is loading.
Risks
As at Fri 9 Oct 2026- No firm date for the first renewal view while CRM access is awaiting sales operations approval.
- Stale data at the start of the support day would erode Katharina's trust in the tool.
- Version data on older tickets is patchy, which could weaken the installer picture she wants.
Opportunities
As at Fri 9 Oct 2026- Adding the accounting connector later would let her compare ticket volume with late payment, within the eight Growth connectors.
- A visible renewal-plus-tickets view could build wider use beyond the small first group.
Transcript
Hamza AkhtarHello both. Lukas, I can hear you, Katharina, are you with us?
Katharina HuberYes, hello Hamza, hello Lukas. Sorry, I am coming straight out of another meeting, give me one moment to close the other window.
Lukas BrandlHi Katharina. We were just saying the weather finally looks better in Munich.- Katharina HuberFinally, yes. Good. So, may I start with the list? I always start with the renewal list, it keeps me honest. Our installers who renew in the coming months, those are the ones I want to see first in B-Viz. Everything else is secondary for me.
- Hamza AkhtarThat's a good place to start, and it's exactly what the CRM connector is for. Lukas and I spoke on Friday last week, and we agreed helpdesk first, CRM second. The CRM is where your renewal dates live, so once that is in, your list becomes a question you can ask rather than a spreadsheet you maintain.
- Katharina HuberGood. But which installer, which version? That is my first question every time. If I see a ticket I need to know which installer wrote it and which version of our software they run. Otherwise the ticket tells me nothing.
- Lukas BrandlThat's in the helpdesk already, as a custom field. The version is filled in on most tickets, not all. The older ones are patchy.
- Hamza AkhtarThat's useful to know. We can bring the field in and show you how complete it is, so you see the gaps straight away. I wouldn't promise it will be perfect for older tickets, we only read what's there.
- Katharina HuberFine. We need it documented where the gaps are, then we can decide whether to fix them. Next, the data location. Lukas, did Hamza send you the note?
- Lukas BrandlYes, on Friday afternoon. One page, it says the data stays in your own Snowflake account in the EU region and that BG-Demo only works with the access we grant. I forwarded it to our data protection colleague. No answer yet.
- Katharina HuberGood. For me this is not negotiable, no customer data outside the EU, nowhere, also not for a test. So please, Hamza, when you do any testing, it is with data inside the EU account only.
- Hamza AkhtarUnderstood, and that's how it's set up. Everything is built and run inside your account, so there's no separate copy of it with us. If we ever needed anything different I'd ask you first, but I don't expect that.
- Katharina HuberThank you. Then, what does the usage say so far? I looked once, I will admit, and there was not much.
- Hamza AkhtarHonestly, not much, and that's expected. Only a couple of people have logged in, mainly Lukas, because nothing is loaded yet. Once the helpdesk is in, I'd expect that to change quickly. You have forty licensed users, but I'd start with a small group.
- Katharina HuberYes, I agree with a small group. Maybe three or four support leads and two from my own team, the ones who prepare renewal conversations. Lukas, can you propose names?
- Lukas BrandlI can. I'll also nominate a second admin from support, so it is not only me. I said to Hamza I would think about it, I've decided now, I'll send the name today or Monday.
- Katharina HuberGood. Now let me ask about the plan. How long until I can see my renewal list with tickets next to it?
- Hamza AkhtarThe implementation runs eight weeks in total. I don't want to give you a precise day for the first view, because it depends on the access from your sales operations colleague. But the helpdesk is the quickest, so you should see tickets first, and the renewals join once the CRM is approved.
- Katharina HuberMm. I understand. I would just like the sequence written down, with who has to do what. I need to tell my own manager.
- Hamza AkhtarOf course. I'll put it in a short plan, with steps, owners and what we need from each of you. Lukas, the CRM field list I sent, has your colleague seen it?
- Lukas BrandlYes, they have it. They asked one question, whether the access is read only. I said yes. They will come back on Wednesday or Thursday.
- Katharina HuberGood. And the accounting system? I mentioned it to Lukas. I would like to see whether installers who write many tickets also pay late. But it can wait.
- Hamza AkhtarYes, it can come later in the eight weeks. I'd rather land two connectors well. The contract allows up to eight, so there's room to add more once these are working.
- Katharina HuberFine. One more topic, the service. Our team starts early. If the data is not fresh in the morning, we lose trust in the tool. How does that work?
- Hamza AkhtarThe nightly refresh is meant to be complete by seven in the morning your time on business days. If it isn't, tell us straight away. Please don't wait for a quarterly review to mention it.
- Lukas BrandlAnd I'll watch the connector status page, Hamza showed me on Friday. If the number of records stops moving, I'll write.
- Katharina HuberGood. That is the kind of thing I want in the plan too. Let me summarise so I know I have it. Helpdesk first, CRM second, accounting later. Small first group, second admin from Lukas. Written plan from Hamza. Nothing leaves the EU. Yes?
- Hamza AkhtarThat's it exactly. I'll send the plan tomorrow, and I'll book a check-in for next week once the helpdesk is loading, so you can see real tickets.
- Katharina HuberVery good. Thank you both. Tschüss for now.
- Lukas BrandlThanks everyone, bye.
- Hamza AkhtarBye both, speak soon.
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