Feldmoching Software / BG-Demo – Training
Callcompleted
Feldmoching Software · 16 Apr 2026 08:30
Second training session. Julia Obermaier built a tickets-per-month dashboard, and Lukas Brandl plans to invite the rest of support in two waves. Hamza Akhtar said usage has picked up since the first weeks.
What was said
What this says
As at Fri 9 Oct 2026Second training session. Julia Obermaier built a tickets-per-month dashboard, and Lukas Brandl plans to invite the rest of support in two waves. Hamza Akhtar said usage has picked up since the first weeks.
What happened: Hamza covered pages, chat, search and the dashboards builder, with Julia driving the second half. She built a bar chart of tickets per month filtered to Austria.
Customer view: Julia said the chat found a ticket she had forgotten and that she thought it would be more complicated. Lukas found a search that would have taken him ages before.
Commercial: Lukas wants to roll out to the rest of support and customer success on the forty Growth seats. Dashboards built by the customer show investment in the tool.
Watch: Ticket categories are inconsistent, the connector sync category in particular, so chat answers may be uneven. Lukas plans to tidy them before the second wave.
Themes
As at Fri 9 Oct 2026Theme
Dashboards and user rollout
Importance
praise
Sentiment
positive
Voice
user
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Lukas Brandl drafts the invite list this week and tidies ticket categories before the second wave.
- Hamza Akhtar sends a written guide and a link to book a session for the wider team.
- Julia Obermaier tells Hamza if the chat returns anything odd.
Risks
As at Fri 9 Oct 2026- Only a handful of the forty Growth seats are in real use, so the rollout must follow through.
- Inconsistent ticket categories, especially connector sync, may weaken chat answers.
Opportunities
As at Fri 9 Oct 2026- Rolling out to support and customer success in two waves could lift active users toward the forty included.
- Customer-built dashboards show investment and can be pinned to pages for wider teams.
Transcript
Hamza AkhtarMorning, Julia. Morning, Lukas. Can you hear me all right?
Julia ObermaierMorning Hamza, yes, loud and clear. Lukas, you're on mute.
Lukas BrandlSorry, sorry. Good morning. Is that better? It's a bit grey in Munich today, so I'm already on my second coffee.- Hamza AkhtarMuch better. It's raining here too, so we match. Thanks for making time this early. The plan is a practical session: I'll share my screen and we'll go through pages, chat and search, then the dashboards builder, and I'd like you to drive for the second half.
- Julia ObermaierThat works. I've got a few questions from my Austrian installers' accounts that I'd like to try live, if that's okay.
- Hamza AkhtarPerfect, real questions are the best way to learn it. Lukas, anything you want to make sure we cover?
- Lukas BrandlMainly admin things. Who can see what, how I add people. We have forty seats on Growth and so far only a handful of us are really using it, so I want to roll it out to the rest of support and customer success properly.
- Hamza AkhtarGood. We'll leave time for that at the end. Right, can you see my screen? This is the home page of your brain, running in your Snowflake account, with the data held in the EU region as agreed.
- Julia ObermaierYes, I see it. It looks a bit different from the demo we had before signing.
- Hamza AkhtarThat's because it's your data now. Those are your connectors on the left, the helpdesk, the CRM, and the product usage feed. Each one shows when it last refreshed. The nightly refresh should be done by seven in the morning your time on business days.
- Lukas BrandlAnd I can see that without raising a ticket? Good. Last week I wasn't sure whether the numbers were from yesterday.
- Hamza AkhtarExactly, the timestamp is right there. If it ever looks stale, tell us, even if you're not sure. Now, pages. A page is a living summary of one thing, so one installer, one contract, one product area. Julia, give me an installer you know well.
- Julia ObermaierLet's try a heating firm near Salzburg. They've had a couple of scheduling complaints and their renewal is coming up in the autumn, I think.
- Hamza AkhtarOkay, I'll search for it. Here we are. So the page pulls together their tickets, how many of their engineers are logging in, and the renewal date from the CRM. You'd normally reconcile that by hand across three systems.
- Julia ObermaierYeah, that's what I do every Monday. Opening three tabs and copying things into a spreadsheet.
- Hamza AkhtarRight, so this replaces the spreadsheet. Now try the chat. Ask it something in your own words, don't be formal.
- Julia ObermaierOkay. Typing: which of my Austrian installers opened tickets about route planning in the last couple of months? Hm, it's thinking.
- Hamza AkhtarGive it a moment, it's reading across the tickets. There. See the answer and the sources underneath? Always click through a source if the answer matters, that's how you build trust in it.
- Julia ObermaierOh, that's useful. It found one I had forgotten. And it lists the ticket, so I can open it directly.
- Lukas BrandlCan it be wrong? I mean, if the ticket category was filled in badly by one of my team?
- Hamza AkhtarIt can, yes. It reads what's there. If the categories are inconsistent the answer will be inconsistent, so it's worth tidying that up on your side. Honestly, that's a good first job for you as admin.
- Lukas BrandlFair. I'll make a note. We've been sloppy with the connector sync category in particular.
- Hamza AkhtarOkay, now search, which is the quick one. Top bar, type an installer name or a phrase from a call or email, and it returns the matching records across everything. Lukas, you try one.
- Lukas BrandlDone. I searched for a phrase a customer used about invoices not syncing. It brought back two tickets and an email thread. That would have taken me ages before.
- Hamza AkhtarBrilliant. Let me stop sharing and let Julia take over, then we'll look at the dashboards builder.
- Julia ObermaierOkay, I've got it. I'm in the builder. So I choose a data source first, and then the chart type?
- Hamza AkhtarYes. Pick tickets by installer, then group by month. Don't worry about making it pretty yet.
- Julia ObermaierI've got a bar chart of tickets per month. Can I filter to Austria only? Yes, there it is. Lovely, so I could pin this to my page.
- Hamza AkhtarExactly, and anyone with access to the page sees it update each night. Dashboards your team builds are a good sign that people are investing in the tool, so build as many as are useful.
- Lukas BrandlWhile Julia's playing, can I ask about users? I want to add the rest of the support team. What's the quickest way?
- Hamza AkhtarIn admin, under people, you invite by email and choose a role. You have room for forty in total, so plenty of headroom. I'd bring them in two waves, so you can answer questions without being swamped.
- Lukas BrandlTwo waves, okay. The first wave is the people who already live in the helpdesk all day.
- Hamza AkhtarSensible. And I can run a short session for them if that helps. Usage has already picked up a lot compared with the first weeks, so you've got momentum.
- Julia ObermaierHamza, one more thing. I tried asking about renewal dates for all my Austrian installers and the chat gave me a list. Can I export that?
- Hamza AkhtarYou can copy it or save it as a page. For a regular report, build it as a dashboard table instead, then it refreshes each night.
- Lukas BrandlThat all makes sense to me. I'll draft the invite list this week and tidy the ticket categories before the second wave.
- Hamza AkhtarGreat. I'll send you a short written guide today with the steps we covered, plus the link to book the follow-up session for the wider team. Julia, shout if the chat gives you anything odd.
- Julia ObermaierWill do. This was really helpful, honestly. I thought it would be more complicated.
- Hamza AkhtarLovely. Thanks both, speak soon. Have a good rest of the morning.
- Lukas BrandlThanks Hamza, cheers. Bye.
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