Eccup Software / BG-Demo – Onboarding
Callcompleted
Eccup Software · 17 Jun 2024 12:00
Second onboarding call with Holly Garside and Oliver Rushworth. The usage connector is on and renewal dates are fixed. Finance approval is pending, a phased rollout to account managers is agreed, and Holly wants regular quarterly reviews.
What was said
What this says
As at Fri 9 Oct 2026Second onboarding call with Holly Garside and Oliver Rushworth. The usage connector is on and renewal dates are fixed. Finance approval is pending, a phased rollout to account managers is agreed, and Holly wants regular quarterly reviews.
What happened: Callie Brennan showed the renewals page with tickets and usage trend beside each provider. Holly liked it, and a ticket check in chat showed that a provider with falling usage had raised only how-to and printing tickets.
Customer view: Holly said "This is why I want tickets read against usage." She wants the renewals view every Monday and will hold BG-Demo to the quarterly reviews.
Commercial: Holly asked about the dashboards builder, which comes with Growth. Callie advised waiting a few weeks, so dashboards are a later step. Marcus Bell is named as customer success manager and Tom Ashdown as account owner.
Watch: Oliver raised a late refresh. Callie explained it was her own change while switching on the usage connector, and it has been on time since. Finance still wants a one-page description before approving.
Themes
As at Fri 9 Oct 2026Theme
Renewals page and rollout
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- Callie sends finance a one-page description of what the connector reads.
- Oliver invites the account managers and Callie runs a short walk-through.
- Callie sends the setup note by the end of the week and introduces Marcus Bell.
Risks
As at Fri 9 Oct 2026- The finance connector is still blocked until finance replies in writing.
- Only a couple of people are active against forty licences, so value is not yet proven across the team.
- A late refresh worried Oliver, so freshness needs to stay reliable.
Opportunities
As at Fri 9 Oct 2026- Holly wants a weekly renewals view and quarterly reviews, which supports Growth adoption and the later renewal.
- Dashboards built around the numbers people keep asking for would deepen use after a few weeks.
Transcript
Callie BrennanHi both. Holly, lovely to see you, Oliver, hello again. Can everyone hear me?
Holly GarsideHi Callie, yes. Sorry, I'm in a different room today, so if the Wi-Fi drops you know why.
Oliver RushworthHi, all good here.- Callie BrennanGreat. Let me give you the plan for the next hour or so, well, a little less. First, where we got to since last time. Second, a look at the renewals and tickets pages with Holly's eyes on them. Third, the users and who gets access next. And last, the handover note and who owns what.
- Holly GarsideGood. Let's start with the renewals. That's what I care about most.
- Callie BrennanHa, Oliver said you'd say that. Okay, so since the last call, Oliver sent the read-only access for the usage data, I checked it and it was in writing, so I switched that connector on. The four blank renewal dates were fixed in the CRM and they came through after the next overnight refresh.
- Oliver RushworthI did the fifth one as well in the end. It wasn't actually lost, it had just been parked.
- Callie BrennanGood catch. That maps cleanly now. The finance connector is the one still open. Oliver, did you find your contact?
- Oliver RushworthI did. Someone in our finance team looks after the accounting system, and she's happy in principle, but she wants to see exactly what the connector reads before she signs anything off.
- Callie BrennanThat's completely reasonable. I'll write a short description of what it reads, invoices and payments, read-only, nothing written back. You can pass that over and she can reply in writing, and I won't start until then.
- Holly GarsidePerfect. I had this at my last place, finance always want the one page. Keep it to one page.
- Callie BrennanOne page, understood. Okay, let me share the renewals page. Can you see it?
- Holly GarsideYes. Oh, that's nice. So that's every provider with the renewal date and the tickets next to it?
- Callie BrennanExactly. Provider, renewal date, how many tickets recently, and the usage trend from the product data. Sorted by who's closest to renewing.
- Holly GarsideSo what does the usage say for these top three? Are they going up or down?
- Callie BrennanLet me click through. The first is fairly flat, the second is up a bit, and the third has dropped over the last few weeks. Though I'd be careful, we only have a short history loaded at the moment, so I wouldn't draw a conclusion from it yet.
- Holly GarsideNo, understood. I don't want to claim anything we can't show. But it's exactly the kind of thing I want to be looking at every Monday.
- Oliver RushworthThe third one has had a couple of tickets as well, if I remember right. I can check that against the helpdesk.
- Callie BrennanYou can ask it directly. Try typing, which tickets has this provider raised recently. Go on, you've got the chat.
- Oliver RushworthOkay, typing. There. Right, it's listing them. Two how-to questions and one about a report not printing. So not a crisis.
- Holly GarsideThat's useful, because from the usage alone I'd have worried. This is why I want tickets read against usage.
- Callie BrennanYes, and that's the point of having both in one place. Okay, moving on. Users. You've got forty licences and at the moment only a couple of people are really active. Who do you want in next?
- Holly GarsideMy account managers first. Then the support leads. I'd rather phase it so Oliver isn't swamped with questions.
- Oliver RushworthI appreciate that. Although I'd say go for it, I'd rather have the questions than have people not use it.
- Callie BrennanMm, I'd suggest a middle road. A first group of the account managers this week, then the support leads after you've seen what they ask. I can run a short walk-through for the first group if that helps.
- Holly GarsideA walk-through would help. Can Oliver sort the invitations?
- Oliver RushworthYes, I can do the invites. I'll need to know which pages to give them.
- Callie BrennanRenewals and tickets for the account managers, and I'd add the search. I'll put it in the setup note so you've got the recipe written down.
- Holly GarsideGood. Now, what about the dashboards? I've seen they come with the plan.
- Callie BrennanThey do, the dashboards builder is part of Growth. My advice is leave that for a few weeks. Get the pages bedded in, see which numbers people keep asking for, and then build the dashboards around those.
- Holly GarsideThat makes sense. I'd rather build it once than three times.
- Oliver RushworthCan I ask about the refresh? It ran late once last week, I think. Or at least the data looked old when I came in.
- Callie BrennanLet me look. It should be done before seven each business morning. Give me a moment with the refresh log.
- Callie BrennanRight, I can see it. That was the day the usage connector was being switched on, so one of the runs was held while I made the change. It's not a fault, it was me. It's been on time every day since.
- Oliver RushworthOkay, that's reassuring. I just wanted to know in case it happens again.
- Callie BrennanFair. If it ever does, raise a ticket and say which page looked old, and we'll look at the log. Now, the handover. I'll send the setup note by the end of the week. Connectors, mapping, refresh schedule, who to call. And a plain explanation of what you can change yourself.
- Holly GarsideLovely. And just so I'm clear, who looks after us after you've finished?
- Callie BrennanMarcus Bell is your customer success manager, he'll run the check-ins and the quarterly reviews. Tom Ashdown is your account owner for anything commercial. I'll introduce Marcus properly in the note.
- Holly GarsideGood. I'll hold you to the quarterly reviews, I like a regular look at the numbers.
- Callie BrennanThat's what Growth is for. Okay, to recap. I send the one page for finance. Oliver passes it on and gets the reply in writing. Oliver invites the account managers, and I run a short walk-through. Dashboards wait a few weeks. I send the setup note by the end of the week. Anything else?
- Holly GarsideNo, that's clear. Thanks Callie.
- Oliver RushworthThanks, this has been really helpful.
- Callie BrennanThanks, both. Speak soon, bye.
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