Larkspire Software / BG-Demo – Onboarding
Callcompleted
Larkspire Software · 2 Feb 2026 14:00
Larkspire's first training session went well, a second admin was agreed, and the membership connector remap held on a sample. Ellie Marchant wants numbers to show her director what the subscription delivers.
What was said
What this says
As at Fri 9 Oct 2026Larkspire's first training session went well, a second admin was agreed, and the membership connector remap held on a sample. Ellie Marchant wants numbers to show her director what the subscription delivers.
What happened: Ellie Marchant said the first support team session had good feedback. Kiran Bassi confirmed IT will supply a second admin, and Hamza Akhtar agreed to set permissions the same day.
Customer view: Kiran said the single admin was a real risk. Ellie asked how to show her director what the subscription delivers, in numbers she will understand.
Commercial: Hamza proposed questions asked per month as the measure, with a baseline and a check-in in six months. Ellie wants usage spread across people, not one heavy asker, which is the key-person risk in the brief.
Watch: the membership connector remap was checked on one sample only. Membership team field changes are now a standing item, so a source change could still break the sync.
Themes
As at Fri 9 Oct 2026Theme
Onboarding, admins, value measure
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- Hamza Akhtar to set the second admin's permissions the same day.
- Hamza Akhtar to send Ellie and Kiran an anonymous value summary.
- Hamza Akhtar to add the membership change rule to the plan and close the sample check once stable.
Risks
As at Fri 9 Oct 2026- The membership connector remap was verified on one sample only and depends on the membership team flagging field changes.
- Ellie has no usage history yet to show her director the value of the subscription.
Opportunities
As at Fri 9 Oct 2026- A questions-per-month summary spread across several users gives Ellie a value case for her director ahead of renewal.
Transcript
Hamza AkhtarAfternoon, everyone. Can you hear me? Right, I'll keep this short, it's Monday.
Ellie MarchantAfternoon. Yes, I can hear you. Sorry, I've come from a team meeting.
Kiran BassiAfternoon. Yes, fine.- Hamza AkhtarThanks. The agenda is as sent this morning: training, admin, and the membership connector. Shall we start with training?
- Ellie MarchantYes. We ran a first session with the support team on Friday. Half of them came, and the other half are on shifts.
- Ellie MarchantFeedback was good. People liked the idea of asking a question instead of searching. Two of them asked things I'd never have thought to ask.
- Hamza AkhtarThat's excellent. What were they?
- Ellie MarchantOne asked which customers had raised the same issue three times in a month. The other asked about a connector error they'd seen in the ticket notes.
- Hamza AkhtarGood. That's the kind of question we want. Repeated issues and connector errors are both useful signals.
- Kiran BassiAlso, the second admin. IT have agreed. A colleague in IT will be the second admin from this week.
- Hamza AkhtarBrilliant. I'll set the permissions today.
- Kiran BassiThanks. That takes away a risk I was worried about.
- Ellie MarchantWhich risk?
- Kiran BassiMe being off sick and nobody able to change the connector mapping. That's a real one, and we've been running with a single admin.
- Hamza AkhtarAgreed. A single admin is a risk for any tool like this. Two admins is the right level for a team your size.
- Ellie MarchantMm. I'm glad we're fixing it now, not after something breaks.
- Hamza AkhtarLet's move on to the membership connector. Kiran, where are we on the mapping?
- Kiran BassiThe status and renewal date fields are remapped. I re-ran the sync last week and the count's moved. I haven't checked every record yet.
- Hamza AkhtarThat's the right instinct. Let's check a sample together today. Ellie, is there a renewal you know well? We can test against it.
- Ellie MarchantYes, there's one I'd know blind. I'll give you the name, and you can compare.
- Hamza AkhtarPerfect. Keep it to the customer's account, not the contract amount, so we don't mix anything up.
- Ellie MarchantGood call.
- Ellie MarchantSorry, someone from the team is calling me. Can I drop off for a few minutes?
- Hamza AkhtarOf course. We'll carry on with Kiran.
- Kiran BassiRight, the sample. The renewal date for that account matches. The status matches too.
- Hamza AkhtarGood. So the remap works for the sample. We'll keep watching it for a few days, then close.
- Kiran BassiAgreed. Can we also make sure the membership team know before they change any field again?
- Hamza AkhtarYes, we agreed that last week. I'll put it in the plan as a standing item.
- Ellie MarchantSorry, I'm back. I missed that. Yes, the membership team agreed to tell us.
- Hamza AkhtarThanks, Ellie. Standing item: changes to membership fields come to us first.
- Ellie MarchantQuick question on value. Is there a way to show my director what we're getting for the subscription, in numbers she'll understand?
- Hamza AkhtarYes. Questions asked per month is the best single measure. We'll track it from the questions list, and compare it with the same month last year once there's a history.
- Ellie MarchantBut there's no history yet, it's only just started.
- Hamza AkhtarRight, so for now we're building a baseline. I'd suggest we check in six months and compare with the start.
- Kiran BassiThat works. We can also count how many people are using it, not just how many logins.
- Ellie MarchantYes. Not one person asking everything, so it doesn't look like we're relying on a single person.
- Hamza AkhtarExactly. I'll set up a simple summary and share it with you both. It'll be anonymous, as agreed.
- Kiran BassiAnything else before we finish?
- Ellie MarchantNo, I think that's all. Thanks both.
- Hamza AkhtarLet's finish with actions. I'll set the second admin's permissions today, send the value summary, and add the membership change rule to the plan. Kiran, the sample check is closed once it's stable for a few days.
- Kiran BassiGood.
- Hamza AkhtarThanks all. Have a good afternoon.
- Ellie MarchantYou too. Bye.
- Kiran BassiBye.
Callsmade from