Vantrell Software / BB-Demo – Discovery
Callcompleted
Vantrell Software: documents · 2024-04-22 13:30
Hugh Firth and the finance chief Asif Jagger said customer success has to work across Zendesk tickets and usage data in Snowflake. Starter was quoted at £6,000 implementation plus £19,500 a year. Hugh agreed to a demo.
What was said
What this says
Current to 11 Oct 26Hugh Firth and the finance chief Asif Jagger said customer success has to work across Zendesk tickets and usage data in Snowflake. Starter was quoted at £6,000 implementation plus £19,500 a year. Hugh agreed to a demo.
What happened: Tom Ashdown ran a discovery call with Hugh Firth, Head of Data, and Asif Jagger, Chief Financial Officer. Hugh described customer success teams working between Zendesk tickets and usage data in Snowflake, with no single view.
Customer view: Hugh said in-house and consultancy options had been looked at and felt slow and hard to maintain. Asif tied the gap to longer handling times and churn risk, and called the price not unreasonable.
Commercial: Tom positioned Starter at £6,000 implementation and £19,500 subscription, about four weeks to go live. A demo on real Zendesk data is the agreed next step, with signature aimed at the end of May.
Watch: the evidence does not show a budget owner or a decision date beyond Tom's own timeline. Security and access control was raised by Hugh and answered in the call.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to send demo slots and run a demo on real Zendesk data.
- Tom Ashdown to follow the demo with a proposal and order form if it lands.
Risks
Current to 9 Oct 26- Earlier in-house and consultancy options were considered, so the buyers may compare BB-Demo against building it themselves.
- The evidence does not show who signs or when a decision is due beyond the end-of-May timeline Tom gave.
Opportunities
Current to 9 Oct 26- Starter tier for the customer success team, with Zendesk and product usage connectors as the first sources.
- The finance chief is already engaged and treated the price as reasonable.
Transcript
Tom Ashdown NoneHi Hugh, Asif, thanks for taking the time. How are you both? How's the week been?
Hugh Firth NoneGood, thanks Tom. Busy as ever. Asif's been looking at how we could get better visibility into the customer success function.- Tom Ashdown NoneYeah, absolutely. Hugh, maybe you could walk me through what's happening at the moment?
- Hugh Firth NoneSure. So we've got a pretty typical setup, Zendesk for support tickets, product usage data in Snowflake, and various other places. The challenge is the customer success team lives between these systems. They see a ticket but don't know if the customer is actually using the product, or which features they're stuck on.
- Tom Ashdown NoneSo they're missing context?
- Hugh Firth NoneExactly. We've got a customer complaining about sync issues, but we don't immediately know if they're a power user or just kicking the tyres. That changes how you prioritize and respond.
Asif Jagger NoneAnd it probably leads to longer handling times and churn risk.- Tom Ashdown NoneThat makes sense. Have you looked at any tools to bridge that gap?
- Hugh Firth NoneWe've kicked the tyres on a couple of things. One involved building something in-house. The other was a consultancy approach. Both felt like they'd take months and be hard to maintain.
- Tom Ashdown NoneI get that. Well, we could be a good fit here. What we do is build an AI layer over your data: tickets, product usage, events, whatever you want to feed it. Your team asks questions and gets answers without jumping between systems.
- Asif Jagger NoneSo customer success can ask something like 'what's the usage profile of the customer with ticket number X?'
- Tom Ashdown NoneExactly that. Or 'which customers have opened tickets in the last week but aren't using the product actively?' All joined up in one query.
- Hugh Firth NoneHow does it work technically?
- Tom Ashdown NoneIt sits inside your Snowflake account: so it's your data, your infrastructure, no third-party vendor risk. We build connectors to Zendesk, your product usage data, wherever you have it. Your team can ask in natural language and get answers in seconds.
- Hugh Firth NoneWhat about security and access? I imagine we'd need to be careful about what customer success sees.
- Tom Ashdown NoneGood question. You control all permissions at source. So if a support agent doesn't have access to a customer's data in Zendesk, they won't see it in the brain. It all respects your existing access controls.
- Asif Jagger NoneWhat's the investment and timeline?
- Tom Ashdown NoneFor a team your size: customer success, probably starting with Starter tier, implementation is six thousand and the subscription is nineteen thousand five hundred a year. So roughly twenty-five thousand all-in for the first year.
- Asif Jagger NoneThat's not unreasonable. What's the timeline?
- Tom Ashdown NoneStarter is about four weeks. So from signature to live, you'd be looking at end of May if we moved quickly.
- Hugh Firth NoneWhat would the next steps be?
- Tom Ashdown NoneI'd like to do a demo on your real data. Bring in a Zendesk ticket or two and show you what the brain can do with it. That would take an hour or so. Then if that lands, we'll put together a proposal and move to an order form.
- Asif Jagger NoneThat sounds good. What's the cadence from here?
- Tom Ashdown NoneDemo in a couple of weeks. If it goes well, we'd aim to sign by end of May. Then four weeks of implementation and you'd be live by end of June.
- Hugh Firth NoneOK, that makes sense. Let's do the demo.
- Tom Ashdown NoneBrilliant. I'll send a few slots over. Thanks for your time today, cheers.
- Hugh Firth NoneCheers, Tom.
- Asif Jagger NoneThanks.