Cairnlea Homes / BB-Demo – Discovery
Callcompleted
Cairnlea Homes: documents · 2024-12-06 11:45
First call with Cairnlea Homes. Neil Metcalfe and the CFO described a customer care process with no joined-up history. Tom Ashdown sized it as Growth at £44,000 a year and agreed a demo on their own data.
What was said
What this says
Current to 11 Oct 26First call with Cairnlea Homes. Neil Metcalfe and the CFO described a customer care process with no joined-up history. Tom Ashdown sized it as Growth at £44,000 a year and agreed a demo on their own data.
What happened: Tom Ashdown ran discovery with Neil Metcalfe, who leads the programme, and Luke Kershaw, the CFO. Neil said about forty to forty-five care staff would use it, plus some management.
Customer view: after a property completes, snagging calls come in and nobody can see what happened. Luke wants to be proactive with clients but is blocked by manual spreadsheet work.
Commercial: Tom positioned Growth at £44,000 a year with a £12,000 implementation over eight weeks. Luke asked what the implementation would cost them in disruption.
Watch: the stack includes Google Drive, which Tom said could only be looked at. HubSpot, Zendesk and Outlook were described as live in week one.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to book the demo on Cairnlea's own data with the solutions engineer the following week.
- Tom Ashdown to confirm whether Google Drive can be connected within the Growth connector limit.
Risks
Current to 9 Oct 26- Google Drive was not committed as a connector, so a document source may fall outside the first eight weeks.
- The CFO asked what the eight weeks would cost the business in disruption, so implementation effort is a concern.
Opportunities
Current to 9 Oct 26- Forty to forty-five care users fit the Growth tier of forty users and eight connectors.
- Dashboards and quarterly check-ins on Growth match the wish to be proactive with clients.
Transcript
Tom Ashdown NoneHi Neil, hi Luke, thanks for the time. How are you both?
Neil Metcalfe NoneGood, thanks Tom. Keen to hear what you've got.- Tom Ashdown NoneRight. So I'm guessing Luke's involved in the money side?
Luke Kershaw NoneYeah, CFO here. I'm looking at how this might help with customer care after we complete homes. Neil's leading the programme.- Tom Ashdown NonePerfect. So, the brain is basically an AI layer on top of all your data. Your CRM, calls, emails, support tickets if you've got them, and it lets your team ask questions without digging around in spreadsheets. What's the current pain?
- Neil Metcalfe NoneAfter we complete a property, we've got a snagging process: client calls in with issues, we log it, we try to track progress. But a client calls back and nobody knows what happened. There's no joined-up view of the interaction history.
- Luke Kershaw NoneAnd that's costing us time. We'd like to be more proactive, actually call clients with updates, but we can't without three spreadsheets and an hour of manual work.
- Tom Ashdown NoneRight. The brain solves that. You'd ask it: 'What's the status of the issues logged for property X by the Gibsons?' and it pulls everything: the call notes, the photos, the outstanding snagging, all in one place. No more guessing.
- Neil Metcalfe NoneHow many people would need to use it?
- Tom Ashdown NoneHow many in your care team?
- Neil Metcalfe NoneAbout forty, maybe forty-five across the group. Plus some management.
- Tom Ashdown NoneThat's Growth territory. Forty users included, eight connectors. Price is £44,000 a year. Implementation is £12,000, takes eight weeks. You'd get quarterly check-ins, we'd build dashboards with you.
- Luke Kershaw NoneAnd the implementation, what's that time for us? That's eight weeks of disruption?
- Tom Ashdown NoneNo drama. We handle it. Your IT team checks in once a week, thirty minutes, just to make sure we've got the permissions right on your systems. But you're not disrupted day-to-day.
- Neil Metcalfe NoneWhat systems are we talking about? We've got a CRM, is it Salesforce?
- Tom Ashdown NoneWhat's your stack?
- Neil Metcalfe NoneHubSpot CRM, Zendesk for support, Outlook for email, and Google Drive for some documents.
- Tom Ashdown NoneWe do HubSpot, Zendesk and Outlook. Google Drive, we can look at that, but the core three we can get live in week one.
- Luke Kershaw NoneOK. And then what's the next step?
- Tom Ashdown NoneI'd like to get Hannah over, she's our solutions engineer, to do a demo on your actual data. She'll show you what it looks like, talk through the implementation plan, answer any security stuff. Keen for next week?
- Neil Metcalfe NoneYeah, let's do it.
- Tom Ashdown NoneI'll get that in the diary. Cheers, Neil and Luke.