Cairnlea Homes / BB-Demo – Demo
Callcompleted
Cairnlea Homes: documents · 2024-12-27 11:00
Demo on 27 Dec 2024 to Neil Metcalfe. Hannah Lowe showed search and dashboards on the care system and email. Neil asked about cost, extra users and support, and agreed to receive a formal proposal.
What was said
What this says
Current to 11 Oct 26Demo on 27 Dec 2024 to Neil Metcalfe. Hannah Lowe showed search and dashboards on the care system and email. Neil asked about cost, extra users and support, and agreed to receive a formal proposal.
What happened: Hannah Lowe showed the brain on Cairnlea's post-completion care system and email, with instant search and a shared ticket dashboard. Neil Metcalfe asked about spotting repeat issues and sharing the view with his team.
Customer view: Neil said that keeping data inside Snowflake was important to them. He called the support offer solid.
Commercial: Tom Ashdown quoted sixty-two thousand for year one, all-in, covering subscription and implementation. On the first call the subscription was £44,000 and the implementation £12,000, so the proposal should be checked against both.
Watch: the CFO from the first call was not on this demo, so the commercial side has not been heard here.
Themes
Current to 9 Oct 26Theme
Demo and Growth proposal
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to send the formal proposal with price, term and implementation timeline.
- Tom Ashdown to arrange a catch-up with Neil Metcalfe and bring the CFO in on commercial terms.
Risks
Current to 9 Oct 26- The year-one figure of sixty-two thousand was spoken, not written, and differs in form from the £44,000 and £12,000 given on the first call.
- The CFO from the first call was not on the demo, so the commercial buyer has not seen the pricing.
Opportunities
Current to 9 Oct 26- Neil asked about more users and another system, which points to add-on users and connectors beyond Growth.
- A shared dashboard of tickets by issue type gives the customer a visible reason to invest in dashboards.
Transcript
Tom Ashdown NoneHi Neil. Thanks for joining us. So this is the demo. Hannah here is our Solutions Engineer, she'll walk you through the brain and show you what it can do with your customer care data. We've got about 50 minutes. Sound good?
Neil Metcalfe NoneYeah, good. We're keen to see how this works for what we're doing.
Hannah Lowe NoneRight, Hannah here. I'm going to share my screen. So what we've done is connect to your post-completion customer care system and your email system. The idea is to show you how the brain can help your customer care team find things quickly and understand the whole picture when a customer gets in touch. Can everyone see okay?- Neil Metcalfe NoneYeah, we can see it.
- Hannah Lowe NoneGreat. So you've got about four thousand customers in your post-completion care system, and we've connected that to your email. Now, when a customer emails in with a problem: say, a snag or a maintenance issue: the brain can pull up their file, their history, and all their previous emails in one place. Let me show you. 'Show me all emails from customers with open care tickets.' There it is: customer name, their ticket, the ticket details, and all the email they've sent about it. No switching systems.
- Neil Metcalfe NoneRight. So our care team can just search for the customer and see everything at once.
- Hannah Lowe NoneExactly. And because it's all indexed, the search is instant. You type a name, you get everything. You type a postcode, you get all customers at that address. You type a maintenance issue...'roof leaks', you get all customers who've reported that. The brain understands the context.
- Neil Metcalfe NoneThat's clever. And can we use this to spot patterns? Like, if we're getting lots of the same issue reported?
- Hannah Lowe NoneYou can. That's where the dashboards come in. Growth, which is what we're talking about, has a dashboards builder. You can create a dashboard that shows tickets by issue type. Then you can see at a glance if, say, ten customers are reporting the same problem. You can sort by defect type, by estate, by date reported. All visual.
- Neil Metcalfe NoneAnd we can share that with the team?
- Hannah Lowe NoneYou can. Build it, share the link, your team sees a live view. When new tickets come in, the dashboard updates.
- Tom Ashdown NoneAnd this is Growth tier, which is forty users. So your whole care team can access it, get the training, and start using it.
- Neil Metcalfe NoneHow long does the implementation take?
- Tom Ashdown NoneEight weeks. We handle the connectors, your care system and your email. Your IT team helps us with the security piece. At the end, you're live and trained.
- Hannah Lowe NoneAnd all of this runs inside your Snowflake account. Your data stays with you. We don't store it, we don't copy it. We just run the brain on top.
- Neil Metcalfe NoneGood. That's important to us. And the cost?
- Tom Ashdown NoneGrowth is sixty-two thousand for year one, all-in. That's the subscription and the implementation fee. It renews annually after that, just the subscription then.
- Neil Metcalfe NoneAnd if we need more users or want to add another system?
- Tom Ashdown NoneGrowth includes forty users and eight connectors. If you want more, we can add them. Extra users in bundles of ten, extra connectors in bundles of five. Both co-termed to your renewal.
- Hannah Lowe NoneAnd you get quarterly business reviews with our Customer Success team, so we're always checking in on how you're getting on and what you might need next.
- Neil Metcalfe NoneOkay. And support, what does that look like?
- Hannah Lowe NoneYou're on Growth, so one-hour first response on any issue. If something breaks, we fix it. If you have a question, we answer it. We've got a help centre in the brain, chat support, and your CSM is a named person.
- Neil Metcalfe NoneThat sounds solid. So what's next?
- Tom Ashdown NoneI'll send you a formal proposal today with the pricing, the term, the implementation timeline. You have a look, loop back with any questions, and we can talk through any details. Shall we aim to touch base again in a few weeks?
- Neil Metcalfe NoneYeah, that works for us. Thanks, both of you.
- Tom Ashdown NoneCheers, Neil. Speak soon.
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