Assunpink Software / BG-Demo – Kickoff
Callcompleted
Assunpink Software · 9 Jun 2026 14:00
Kickoff for Assunpink Software. Alyssa Greenberg wants to stop the Monday spreadsheet reconciling tickets against usage. Connector order agreed: helpdesk, CRM, usage feed. Her main worry is the support leads not using it.
What was said
What this says
As at Fri 9 Oct 2026Kickoff for Assunpink Software. Alyssa Greenberg wants to stop the Monday spreadsheet reconciling tickets against usage. Connector order agreed: helpdesk, CRM, usage feed. Her main worry is the support leads not using it.
What happened: Amara Obi and Hamza Akhtar agreed the connector order with Alyssa on 9 Jun 2026: helpdesk, then CRM, then the usage feed. The helpdesk version is supported.
Customer view: Alyssa described the weekly spreadsheet reconciliation as miserable. Her first win is not opening it. She said she is more worried about the leads not using B-Viz than the tech breaking.
Commercial: The account is on 15 licensed users, and Alyssa named support leads, a couple of account managers and possibly finance as extra users. The order form commits to connectors live within its window. That is adoption headroom, not yet an upgrade signal.
Watch: The helpdesk admin owner is unclear, and a support ops person was not on the call. Alyssa also wants to hear about a late nightly refresh before her team does.
Themes
As at Fri 9 Oct 2026Theme
Onboarding kickoff and connectors
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 send the connector plan with dates and a list of what each connector reads by the end of the week.
- Alyssa Greenberg to send the users list and the helpdesk admin name.
- Amara Obi to send the invite for the support leads training the week after the connectors go live.
Risks
As at Fri 9 Oct 2026- Support leads may not adopt B-Viz, which Alyssa named as her main worry.
- The helpdesk admin owner is not yet named and support ops was not on the call.
- Alyssa expects early warning of a late nightly refresh, which sets a freshness expectation.
Opportunities
As at Fri 9 Oct 2026- Support leads, account managers and possibly finance could be added as users against the 15 licensed seats.
- A working ticket and usage view could prove value to people outside the ops team.
Transcript
Amara ObiHi Alyssa, can you hear me all right? Good afternoon, Hamza. Right, I'm Amara, I look after the account on the customer success side now, so I'll introduce myself properly before we get stuck in. What does good look like for you this quarter?
Alyssa GreenbergYes, you're clear. Hi Amara, hi Hamza. Good afternoon. Sorry, I've got the dashboard open in another window, give me one second.
Hamza AkhtarNo rush at all. Hi both. I'm Hamza, I'll be running the implementation, so the connectors, the data loads and the paperwork that goes with them. Is it just us today?- Alyssa GreenbergJust us for now. Someone from support ops might drop in for the second half, I'm not certain yet. Amara, go on.
- Amara ObiOkay. So I'd like three things. The team stops copying numbers between systems by hand. The ticket queue makes sense against usage, not just in a spreadsheet. And the questions start coming from people outside the ops team, which is the bit I'm keenest on.
- Alyssa GreenbergRight. The first one is the big one, honestly. Every Monday we reconcile tickets against usage in a spreadsheet, and it's miserable. So the connectors matter. Helpdesk first, then the CRM, then the usage data.
- Hamza AkhtarHelpdesk and CRM are both on the plan. Which helpdesk? Is it one instance or more than one?
- Alyssa GreenbergOne. Production only. There's a sandbox but nobody reports from it, so ignore that.
- Hamza AkhtarGood, that's simpler. On the CRM side, do you want the whole account history or just the open opportunities to start with?
- Alyssa GreenbergOpen ones and the last year of closed. The rest can come later. Nobody needs years of old junk in the first week.
- Hamza AkhtarThat's a sensible call. The order form commits us to having each connector live within the window written into it, so I'd like to agree the order of work today. Helpdesk, then CRM, then the usage feed, unless you tell me otherwise.
- Amara ObiCan I come in on users? You're on 15 licensed users, and I want to know who else should have access. Your support leads, obviously?
- Alyssa GreenbergSupport leads, yes, and a couple of account managers who keep asking me for things. Maybe someone from finance too, but I'll check before I commit.
- Amara ObiGood, put it in writing and we'll tidy the list. While we're here, who owns the helpdesk admin login?
- Alyssa GreenbergMe for now, but the person who really does it is in support ops, and they should be on the next call. I'll get you a name by the end of the week.
- Hamza AkhtarHonestly, that's the bit that usually slips. Can they join the next call, even for ten minutes? I need to see the admin screens myself.
- Alyssa GreenbergYeah, I'll set it up. Mm. One thing I want to be clear on from the start. If the nightly refresh is late, I want to know before my team does, not after someone complains.
- Amara ObiThat's exactly what the quarterly reviews are for, but I'd rather we didn't wait that long. Can we set a check on the first week of data, see what's indexed after each refresh?
- Hamza AkhtarYes, I can build that into the connector work. We'll see which records land after each run, and I'll flag anything that stops loading.
- Alyssa GreenbergBrilliant. Sorry, that was my phone, go on.
- Hamza AkhtarGive me a few minutes, I'm checking the connector notes against your helpdesk version. I'd rather find out now than in week three.
- Alyssa GreenbergSorry, still here. I put the kettle on. Did you find anything?
- Hamza AkhtarYes, good news. Your version is supported, so there's no surprise waiting for us. I'll note it in the plan.
- Amara ObiLovely. Alyssa, what does the first win look like? Not the whole picture, just the first thing that makes your Monday easier.
- Alyssa GreenbergHonestly? Not having to open the spreadsheet. If I can see which tickets belong to a customer who's stopped using us, without building it by hand, that's the one.
- Amara ObiGreat, that's really clear. I'll write that down, and we'll check it at the first review so we know whether it's working.
- Hamza AkhtarAgreed. That also tells me the usage feed is the one to test first, because the tickets are useless without it.
- Alyssa GreenbergMm, yes. Fine by me.
- Hamza AkhtarRight, can you share your screen? I'd like to see how the tickets are grouped right now, so the first view matches what your team actually looks at.
- Alyssa GreenbergSure. Give me a minute, the screen share keeps dropping.
- Alyssa GreenbergOkay, can you see it now? That's the spreadsheet. Ignore the colours, they're from a previous manager.
- Hamza AkhtarI can see it. Yeah, that's exactly why we need the connectors. Tickets in one column, usage in another, and somebody joins them by hand.
- Amara ObiCan we do the same walkthrough with the support leads on the training? I'd rather they saw it working than heard about it.
- Alyssa GreenbergYes, that's a good idea. Honestly, I'm more worried about the leads not using it than the tech breaking.
- Amara ObiFair. That's where I come in. I'll do a short check-in in the second month, and ask who's actually logging in.
- Hamza AkhtarAnd I'll make sure the first ticket view is one they recognise, so the first login doesn't feel like a new tool.
- Alyssa GreenbergGood. Right, I think we've covered it.
- Amara ObiNext steps, quickly, because I know you've got a meeting at the top of the hour. Hamza, can you send the connector plan with dates? Alyssa, the owners list and the helpdesk admin name?
- Hamza AkhtarPlan by end of the week, I'll copy you both. I'll also send a list of what each connector reads, so there are no surprises on the data side.
- Alyssa GreenbergGood. I'll send the users list. And can we get the first training in the diary, the one for the support leads?
- Amara ObiYes, the week after the connectors go live. I'll send the invite so you don't have to chase it.
- Alyssa GreenbergPerfect. Thanks both. This is the first onboarding call that hasn't made me groan.
- Hamza AkhtarThanks, Alyssa. I'll be in touch by Thursday with the plan.
- Amara ObiSpeak soon, everyone.
- Alyssa GreenbergSorry, I thought we'd finished. Just one thing, is the training on the same link as this call?
- Hamza AkhtarYes, same link. Bye both.
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