Larkspire Software / BG-Demo – Kickoff
Callcompleted
Larkspire Software · 13 Jan 2026 10:30
Kickoff with Larkspire's Head of Customer Success and support lead. Helpdesk goes live first, membership last. Both flagged key-person risk on usage and asked for a second admin.
What was said
What this says
As at Fri 9 Oct 2026Kickoff with Larkspire's Head of Customer Success and support lead. Helpdesk goes live first, membership last. Both flagged key-person risk on usage and asked for a second admin.
What happened: Hamza Akhtar walked through the four connectors on the order form, with Elena Novak running the agenda. The helpdesk was already working in the test environment, and the membership system was expected to take longest.
Customer view: Ellie Marchant wanted the helpdesk switched on for the whole support team at once. She worried that one person on her team asks everything, and Kiran Bassi called that a key-person risk.
Commercial: Hamza confirmed all four connectors are in scope at no extra cost and nothing outside the four. Ellie said Rupert Haines will want that in writing.
Watch: Kiran asked for two admins in case he is off. Success at the six-month check-in is fewer questions to Ellie and more questions asked by new people.
Themes
As at Fri 9 Oct 2026Theme
Kickoff and connector rollout
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Kiran Bassi sends the membership field list by Friday.
- Hamza Akhtar confirms the refresh alert with Kiran by the end of next week.
- Kiran Bassi names a second admin by next Friday, and Ellie Marchant sends support team names by Wednesday.
Risks
As at Fri 9 Oct 2026- Usage may depend on one heavy asker, a key-person risk the customer raised itself.
- The membership system field names have changed several times, so that connector could slip past week three.
- Only one admin is named at present, so an absence would leave the helpdesk and membership side uncovered.
Opportunities
As at Fri 9 Oct 2026- A session for the wider support team could broaden usage beyond the champion.
- Success measured by questions from new people gives a clear value case for the six-month check-in.
Transcript
Elena NovakGood morning, everyone. Can you hear me? Thank you. I sent the agenda last week, so I will go through it quickly and then we can begin.
Hamza AkhtarMorning! Yes, we can hear you. Sorry, I'm on a train with bad reception, so I might drop out.
Ellie MarchantMorning. Kiran, can you see the screen? Elena's sharing.
Kiran BassiYep, I can see it. Morning all.- Elena NovakAs agreed, we have four points. One, the connectors we are switching on. Two, the owner on each side. Three, the cutover for support. Four, next steps. Ellie, is that still the order you want?
- Ellie MarchantYes, that's fine. Connectors first, because the helpdesk is the thing I need most.
- Elena NovakTo confirm, the helpdesk comes first. Hamza, would you take point one?
- Hamza AkhtarSure. So we have four connectors on the order form: the helpdesk, the call recorder, the membership system and the finance feed. The helpdesk is already working in the test environment. The membership system will take longest, because the field names have changed a few times.
- Kiran BassiThat's a fair warning. Somebody renamed the status field last year and nobody told us. So we map it properly, we don't guess.
- Hamza AkhtarAgreed. Kiran, can you send me the fields you think drive membership status? It doesn't need to be perfect, just a starting point.
- Kiran BassiI can do that by Friday. I'll pull them from the export, not from memory.
- Elena NovakThank you. Written action one: Kiran sends the field list by Friday. I will make sure it is copied into the project notes today.
- Ellie MarchantCan I ask how we'll know it's actually working? Not just connected, but people using it.
- Hamza AkhtarGood question. Connected is step one. The real signal is the questions people ask. We'll watch which questions come in and who asks them, so we're not relying on one person.
- Ellie MarchantMm. My worry is that one of my team asks everything and the rest of us don't.
- Kiran BassiThat's a key-person risk, basically. We should get the support team using it too, not just you.
- Elena NovakNoted. I will add a session for the wider support team to the plan.
- Hamza AkhtarGood. Shall we do owners, point two?
- Ellie MarchantGo on.
- Hamza AkhtarOn our side I'm delivery lead for the connectors. Elena owns the account from customer success, and she runs the six-monthly check-in. Sophie Ling stays on anything commercial.
- Elena NovakTo confirm, I own the customer relationship and the check-in. Ellie, you are our champion on your side, yes?
- Ellie MarchantYes. And Kiran is admin for the helpdesk and the membership side.
- Kiran BassiMe for admin, yes. Just so everyone's clear, the finance feed goes through Tessa's team, not through me.
- Elena NovakThank you, Kiran. Noted. Point three, the cutover for support. Ellie?
- Ellie MarchantRight. For support we'd like the helpdesk switched on for the whole team in one go, not in stages. People will start asking straight away, and they get confused if half the data is missing.
- Hamza AkhtarThat's a sensible view. The nightly refresh completes by seven in the morning on business days, so the team sees the previous day's tickets from the start of the shift.
- Ellie MarchantAnd if it's late?
- Hamza AkhtarThen tell us. On Starter, a top-priority ticket gets a first response within four business hours. That's the commitment in the order form, not an excuse, just the contract.
- Kiran BassiI'd rather know early. We'll set an alert on the refresh, so we see it before the team does.
- Elena NovakWritten action two: Hamza confirms the refresh alert with Kiran by the end of next week. As agreed.
- Hamza AkhtarSure. Point four is next steps, so I'll go through the plan.
- Ellie MarchantHamza, you've gone a bit robotic. Can you hear us?
- Kiran BassiSounds like it's the train.
- Hamza AkhtarBack. Sorry. Let's do it step by step. Week one, the helpdesk connector goes live in production for the team.
- Elena NovakAs agreed, I will send the written actions after this call. Please confirm to me, and I will make sure that the dates are correct.
- Ellie MarchantWeek one for the helpdesk is fine. What about the membership system?
- Hamza AkhtarWeek three, once Kiran's field list is checked. I'd rather not promise a date until the mapping is done.
- Kiran BassiAgreed. I'd like the call recorder connected in the same window if possible. It's the call notes people search for most.
- Hamza AkhtarAll four connectors are in scope on the order form, so no extra cost. Nothing outside the four.
- Elena NovakTo confirm, all four connectors are within the order form, and no additional connectors are being added. Yes?
- Hamza AkhtarYes.
- Ellie MarchantGood. Rupert will ask. He wants that in writing too.
- Elena NovakNoted. Point four, next steps. Kiran, field list by Friday. Hamza, refresh alert by the end of next week, and helpdesk live in week one. Ellie, names of the support team members for training. Yes?
- Ellie MarchantYes. I'll send names by Wednesday.
- Hamza AkhtarSorry, I was checking the export. Kiran, did you get the fields list I sent?
- Kiran BassiNot yet, I'll look after this call.
- Ellie MarchantSorry, someone's at the door. Carry on without me for a minute.
- Elena NovakOf course. While Ellie is away, I will note the support session date as a placeholder for the team, to be confirmed by Ellie.
- Ellie MarchantSorry, I'm back. Where are we?
- Kiran BassiOne more point. Should we agree the admin roles now? I'd like two people on admin, in case I'm off.
- Hamza AkhtarYes, that's wise. Name a second admin on your side, and I'll set the permissions.
- Kiran BassiI'll put in a request for a colleague in IT.
- Elena NovakWritten action three: Kiran names the second admin by next Friday. As agreed.
- Hamza AkhtarFinal question: what does success look like at the six-month check-in?
- Ellie MarchantFewer questions coming to me, and more questions asked of the tool by people who would never have asked before.
- Elena NovakThat's a good measure. I will record it in the plan as agreed.
- Elena NovakThank you all. Have a good week.
- Ellie MarchantThanks, bye.
- Kiran BassiBye.
- Hamza AkhtarBye all, speak soon.
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