Larkspire Software / BG-Demo – Onboarding
Callcompleted
Larkspire Software · 10 Feb 2026 16:15
Kiran Bassi signed off go-live with the call recorder as the one open item, due in production by the end of the following week. The account moves to customer success. Kiran is unsure whether repeated questions show value.
What was said
What this says
As at Fri 9 Oct 2026Kiran Bassi signed off go-live with the call recorder as the one open item, due in production by the end of the following week. The account moves to customer success. Kiran is unsure whether repeated questions show value.
What happened: Hamza Akhtar and Kiran Bassi signed off implementation, subject to the call recorder going live. Hamza committed to production by the end of next week and to confirm when it is live.
Customer view: Kiran said the team has asked for the call recorder twice. He questioned whether repeated questions show trust or failed answers, and Hamza agreed to review the question list with him.
Commercial: the account passes to Elena, the customer success manager, who will run the six-monthly check-in. Two admins are now in place, with the IT colleague on connector admin only.
Watch: a missed call recorder date would sour the handover. Ellie Marchant was not on this call.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hamza Akhtar to put the call recorder into production by the end of the following week and confirm it is live.
- Hamza Akhtar to review the question list with Kiran Bassi.
- Hamza Akhtar to send the handover pack, with the membership change rule near the top, to Elena.
Risks
As at Fri 9 Oct 2026- The call recorder, the most requested feature, is still in test and is the one open item on sign-off.
- Kiran is unsure whether repeated questions show value or failed answers.
Opportunities
As at Fri 9 Oct 2026- A smooth call recorder launch and a clean handover to Elena would build confidence ahead of the six-month check-in.
Transcript
Hamza AkhtarGood afternoon, Kiran. Can you hear me? Shall we get going? I know it's nearly the end of the day.
Kiran BassiGood afternoon. Yes, I can hear you. Go for it.- Hamza AkhtarRight, this is the handover call. Go-live sign-off, and then the account moves to customer success.
- Kiran BassiOkay. Are we ready to go live, or is anything still open?
- Hamza AkhtarMostly ready. The helpdesk is live for the whole team, the membership connector is stable, and the call recorder is in test. Anything else?
- Kiran BassiThe call recorder is the one people ask for most. I'd like it in production before we sign off.
- Hamza AkhtarFair. It's in test and the sample looks right. I'd want a couple of days of checking before production. Is that acceptable?
- Kiran BassiYes, but I'd rather not wait too long. The team has asked for it twice.
- Hamza AkhtarLet's say production by the end of next week, and I'll confirm when it's live. That's a commitment I'm happy to make.
- Kiran BassiGood.
- Hamza AkhtarNext, the team. Who's using it, and what's the pattern?
- Kiran BassiA handful of people have logged in this week. Most of the questions are repeated, mostly about open tickets and connector errors.
- Hamza AkhtarThat's a healthy sign. Repeated questions usually mean people trust it enough to come back.
- Kiran BassiMaybe. Or they're asking the same question because it's not finding the answer the first time. I'm not sure yet.
- Hamza AkhtarFair challenge. Let's look at the question list together. If the same question keeps coming back and the answers are short, that's a search problem, not a value problem.
- Kiran BassiOkay. I'll do that tomorrow.
- Kiran BassiQuick admin point. Two admins now, me and the IT colleague. Do they need the same permissions?
- Hamza AkhtarNot quite. The IT colleague should have connector admin, not user admin. I'll set it that way.
- Kiran BassiGood, that's the separation I wanted.
- Hamza AkhtarI'll note it in the handover pack.
- Hamza AkhtarHandover pack. I'll send it to Elena, who is your customer success manager from now on. She'll run the six-monthly check-in.
- Kiran BassiYes, I know Elena from the kickoff. She's clear and she writes things down, which I appreciate.
- Hamza AkhtarShe'll like hearing that. She'll send written actions after each call, so expect those.
- Kiran BassiGood, I prefer written.
- Hamza AkhtarEllie is your champion and she's been very helpful. Anything you want me to pass on to her?
- Kiran BassiJust thanks. She's been pushing the team to use it, which is exactly what we needed.
- Kiran BassiOne thing. The membership team asked whether they can change a field next month. I said talk to us first. Is that the process?
- Hamza AkhtarYes, that's the standing item in the plan. Changes come to us first, with a date, so we can remap before it goes live.
- Kiran BassiGood. I'll give them the process today.
- Hamza AkhtarThanks. Shall I write that into the handover note?
- Kiran BassiYes, please. Put it near the top.
- Hamza AkhtarLast one: go-live sign-off. I'll mark implementation as complete, subject to the call recorder going live by the agreed date. Does that sound right?
- Kiran BassiYes. Sign-off, with the call recorder as the one open item.
- Hamza AkhtarThanks, Kiran. It's been a good project. The team's already using it more than I expected.
- Kiran BassiThanks, Hamza. Let's see what it looks like at the six-month check-in.
- Hamza AkhtarSpeak soon. Enjoy the rest of the afternoon.
- Kiran BassiYou too. Bye.
- Hamza AkhtarBye.