Feldmoching Software / BG-Demo – Onboarding
Callcompleted
Feldmoching Software · 25 Mar 2026 13:45
Hamza Akhtar agreed the first connectors, EU Snowflake region and a three-wave rollout across the forty licensed users with Katharina Huber and Lukas Brandl. Customer wants correct answers before wider access.
What was said
What this says
As at Fri 9 Oct 2026Hamza Akhtar agreed the first connectors, EU Snowflake region and a three-wave rollout across the forty licensed users with Katharina Huber and Lukas Brandl. Customer wants correct answers before wider access.
What happened: Hamza set the agenda, showed the EU-region Snowflake set-up on screen and agreed connector order: helpdesk, product usage, then CRM. Lukas owns the read-only helpdesk service account.
Customer view: Katharina wants every step documented for auditors and data kept in the EU. She will release each user wave only once the previous one confirms the answers are right.
Commercial: The CRM renewal-date question is why she says they bought B-Viz. The connector plan sits within the Growth allowance, so no upgrade signal yet.
Watch: Usage is only a couple of people, and the usage export depends on an engineering team in a release. Hamza declined to give a load date.
Themes
As at Fri 9 Oct 2026Theme
Onboarding kickoff and access
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Lukas Brandl creates the read-only helpdesk service account and asks engineering about the usage export.
- Katharina Huber sends the installer names for accuracy checks.
- Hamza Akhtar sends the one-page note on what each connector reads.
Risks
As at Fri 9 Oct 2026- Usage export depends on an engineering team that is busy in a release, which could delay the second connector.
- Only a few people have logged in, and an empty first view could cost trust early.
Opportunities
As at Fri 9 Oct 2026- Renewal-date mismatches in the CRM are the stated reason for buying, so a proven answer there builds the value case.
Transcript
Hamza AkhtarHello, can you hear me alright?
Lukas BrandlYes, loud and clear. Katharina is just getting her camera to work, I think.
Katharina HuberHallo, sorry, I am here. Good afternoon, both. The meeting room booking system had a small argument with me.- Hamza AkhtarAfternoon, Katharina. No problem at all. Right, that's all three of us. Thanks for making the time, I know it's a busy week for you.
- Katharina HuberIt is always a busy week, it is the renewal list. I have the installer renewals for the month open on my other screen, so if I look away, that is why.
- Hamza AkhtarHa, understood. That's actually a good way in, because that's the whole point of what we're setting up. Let me say what I'd like to get out of the forty minutes, and you tell me if it's wrong.
- Katharina HuberPlease. Structure is good.
- Hamza AkhtarSo, first, agree which sources we connect first and who owns each one on your side. Second, check the Snowflake set-up, that it's in the EU region like you asked. Third, who gets access among the forty licensed users, and in what order. And last, what happens between now and the next call.
- Katharina HuberYes. That is what I expected. Lukas, you have the connector notes?
- Lukas BrandlI do. I wrote down what we talked about with Elena at the start. Helpdesk tickets are the first one, then the product usage data, then the CRM for the renewal dates and contract values. Invoices would come after that, but I think that is a later step.
- Hamza AkhtarThat matches my notes. And that's within the connector allowance on Growth, with room to spare, so nothing to worry about there. Let's take the helpdesk first. Lukas, who's the admin on your side for that?
- Lukas BrandlMe, mostly. There is one colleague who can change the API settings, but I would rather it is me who creates the service account. We need it documented anyway.
- Katharina HuberYes, we need it documented. Who created it, which permissions, read only. Our auditors ask for this when we talk about customer data.
- Hamza AkhtarCompletely fair. Read-only is how we do it anyway. I'll send you a one-page note after the call listing exactly what each connector reads, and you can file that with your own records.
- Katharina HuberGood. And the data stays in Snowflake, in the EU region, not anywhere else. Not for a backup, not for a test copy.
- Hamza AkhtarRight. B-Viz runs inside your own Snowflake account, so there's no separate copy of it sitting with us. If I share my screen, I'll show you what we provisioned.
- Katharina HuberPlease.
- Hamza AkhtarCan you see that? This is the account region, and you can see it's the European one. The database and the schemas are named for Feldmoching, and the service role is the only thing with write access.
- Lukas BrandlYes. That looks right. Is it normal that the warehouse is so small?
- Hamza AkhtarYes, we start small and only size up if the refresh takes too long. Your nightly load will be modest at the beginning, and we'll watch it.
- Katharina HuberSo what does the usage say so far? I saw the invitation emails went out, but I do not know who logged in.
- Hamza AkhtarHonestly, a couple of people. Mostly the two of you, plus maybe one more having a look around. That's normal at this stage, because there's not much in there to ask about yet. It gets interesting once the tickets and usage are loaded.
- Katharina HuberYes, I looked once and it was empty. I thought, okay, we wait.
- Hamza AkhtarExactly right. Okay, so access. You have forty licensed users. Who do you want in first?
- Katharina HuberMy customer success managers first, the whole team. Then Lukas's support leads. After that, the account managers who sit with the installers, but only after we are sure the numbers are right. I do not want people to lose trust on the first day.
- Lukas BrandlAnd I would add, for the support agents, I do not want all of them at once. Maybe just the senior ones until we see how the questions go.
- Hamza AkhtarThat sounds sensible. Waves are better than a big bang. So wave one is customer success and the support leads, wave two the agents, wave three the account managers. Does that sound about right?
- Katharina HuberYes. And each wave only when the previous one has said the answers are correct. Which installer, which version, those questions have to come out right.
- Hamza AkhtarRight, and that's a good test, actually. Could you give me three or four installers you know very well? We'll ask B-Viz about them once the data is in and you can tell me whether it matches your own picture.
- Katharina HuberYes, I can do that. I will pick some with a long history, some with a problem last year. Then we know quickly.
- Lukas BrandlOne question about the tickets. We had one ticket with you already, a how-to about the chat. It was answered, but I am not sure it was logged under the right person. Is that something to worry about?
- Hamza AkhtarNo, I saw it. It was a simple question about how to scope a chat to one installer, and it was answered the same day. If it's attached to the wrong contact I'll ask our support team to tidy it up. Not a concern.
- Lukas BrandlOkay, good. I just like to know.
- Katharina HuberHamza, the renewal dates. In the CRM we have the contract end for each installer, but sometimes the date is wrong, because someone changed it by hand. How will B-Viz handle that?
- Hamza AkhtarIt'll show you what the CRM says, and where it disagrees with other sources, such as invoices, it flags the difference rather than choosing silently. You decide which is right. That's useful for you, I think, because it's precisely your problem.
- Katharina HuberYes, that is exactly why we bought it. Good.
- Lukas BrandlMm. Can I ask about timing? When do you think the helpdesk data is loaded?
- Hamza AkhtarI'd rather not give you a date I can't stand behind. What I can say is that once you've created the service account and sent me the details, the first load is quick, and I'll tell you the same day whether it worked. Everything else follows from that.
- Katharina HuberThat is fine. I do not like promised dates either, I prefer a clear next step. Lukas, can you do the service account this week?
- Lukas BrandlYes. I will do the helpdesk one tomorrow, and for the usage data I need to ask our engineering team for an export route. That might take longer, they are in a release.
- Hamza AkhtarOkay. If they're busy, tell me what format the usage data comes in and I'll check whether we can read it directly. Don't let it block the helpdesk.
- Lukas BrandlGood, thank you.
- Hamza AkhtarRight, let me recap, and stop me if I get something wrong. Lukas creates the read-only helpdesk service account and sends me the details. Lukas also asks engineering about the usage export. Katharina picks the handful of installers for the checks. I send the one-page note on what each connector reads. And wave one gets access once the helpdesk data is in.
- Katharina HuberYes. And I will tell my team to wait for the real data, so nobody gets disappointed with an empty page.
- Hamza AkhtarPerfect. Anything else before we stop?
- Katharina HuberOnly that I send you the installer names by email, then it is written down. Viele Grüße for today, and thank you.
- Lukas BrandlThanks, Hamza. Speak soon.
- Hamza AkhtarCheers both. Speak soon.
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