Auerhain Industrietechnik / BB-Demo – Discovery
Callcompleted
Auerhain Industrietechnik: documents · 2026-02-03 09:15
Auerhain Industrietechnik wants Zendesk service tickets joined to Salesforce customer accounts, for 20 to 30 users, live by April. Lewis Kerr positioned Growth and agreed a demo for late February or early March.
What was said
What this says
Current to 11 Oct 26Auerhain Industrietechnik wants Zendesk service tickets joined to Salesforce customer accounts, for 20 to 30 users, live by April. Lewis Kerr positioned Growth and agreed a demo for late February or early March.
What happened: Lena Becker and Jonas Lehmann described disconnected ticketing and customer data. Lewis Kerr proposed a brain over Salesforce and Zendesk.
Customer view: Jonas said service managers need the full picture of equipment, service history and outstanding issues in one place. They may add product usage and documentation later.
Commercial: Lewis placed the need at the Growth tier, whose included users and connectors fit 20 to 30 users on two sources with room to add more. The chief executive is on the call, which suggests a decision-maker is engaged.
Watch: Pricing and a security review were not discussed, and the demo is only agreed in principle.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to send information and book a demo on Auerhain data for late February or early March.
Risks
Current to 9 Oct 26- The April target leaves limited time if the demo slips beyond early March.
- No budget or pricing discussion took place, so commercial fit is untested.
Opportunities
Current to 9 Oct 26- New Growth tier implementation and subscription over Salesforce and Zendesk.
- Later connectors for product usage and documentation could extend the scope.
Transcript
Lewis Kerr NoneHi Lena, Jonas, thanks for making time. I wanted to understand what you're trying to solve with data.
Lena Becker NoneWe're a manufacturing company. Our service organisation, field service, uses a ticketing system to track repairs and maintenance. But we also have customer accounts in Salesforce. Right now they're disconnected. We want to see service tickets against customer account data.- Lewis Kerr NoneSo you need to connect service tickets and customer records.
Jonas Lehmann NoneExactly. Our service managers need to see the full picture: what equipment a customer has, their service history, outstanding issues, all in one place.- Lewis Kerr NoneWhat systems are you running?
- Lena Becker NoneSalesforce for customers and some equipment data. We've got Zendesk for service tickets. And we might want to bring in some other data sources later, maybe product usage, documentation.
- Lewis Kerr NoneOkay. And how many users would be querying this data?
- Jonas Lehmann NoneI'm thinking maybe 20 to 30 people across service, customer success, management.
- Lewis Kerr NoneThat's the Growth tier for us. And you've got IT support in-house?
- Lena Becker NoneYes, Markus is our technical lead.
- Lewis Kerr NoneGood. So what we'd do is build a brain that connects Salesforce, Zendesk, and anything else you want to add. Your team asks questions in natural language and gets answers across all the data. What's your timeline on this?
- Jonas Lehmann NoneWe'd like to get something in place by April, ideally.
- Lewis Kerr NoneThat's definitely doable. Shall we set up a demo in a few weeks where I can show you what it looks like on your data?
- Lena Becker NoneYes, that would help.
- Lewis Kerr NonePerfect. I'll send some information over and we'll get a demo in the diary for late February or early March.