Cairnlea Homes / BB-Demo – Demo
Callcompleted
Cairnlea Homes: documents · 2025-01-06 14:00
Neil Metcalfe, Head of Client Services, saw the demo on 6 Jan 2025 and was keen to show his team. Growth was pitched at sixty-two thousand all-in for year one. Support and on-site promises need checking against the tier.
What was said
What this says
Current to 11 Oct 26Neil Metcalfe, Head of Client Services, saw the demo on 6 Jan 2025 and was keen to show his team. Growth was pitched at sixty-two thousand all-in for year one. Support and on-site promises need checking against the tier.
What happened: Tom Ashdown and Hannah Lowe demoed search and the dashboard builder on Cairnlea's CRM and call data. Neil said the data is scattered across Salesforce, a call recorder and Google email.
Customer view: Neil accepted Growth, with 40 users and 8 connectors, as enough for now. He said he was keen to show the team.
Commercial: Tom quoted sixty-two thousand all-in for year one, including implementation and subscription. The evidence does not show how that splits between the two.
Watch: Hannah mentioned a dedicated support line and Tom mentioned someone on site in Glasgow. Neither is part of the Growth tier as sold, so the proposal should price them as add-ons or drop them.
Themes
Current to 9 Oct 26Theme
Growth tier demo
Importance
neutral
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 written proposal and calendar invite for a short walk-through with Neil.
- Hannah Lowe to send the dashboard builder video for Neil to share with his team.
Risks
Current to 9 Oct 26- A dedicated support line and an on-site visit were mentioned, and neither is included in Growth as sold.
- The sixty-two thousand all-in figure was given verbally and the evidence does not show its breakdown.
Opportunities
Current to 9 Oct 26- Growth tier for customer care with 40 users, with room to add connectors for accounting and helpdesk.
- Dashboard builder interest could widen use to regional teams.
Transcript
Tom Ashdown NoneHi Neil, thanks for making the time. How's your week been?
Neil Metcalfe NoneYeah, not bad, not bad. Busy with the new development in Edinburgh, but here we are.- Tom Ashdown NoneGood stuff. So today Hannah and I are going to walk you through how the brain works on your data. We'll connect to your CRM and your call recordings so you can see what it might look like. Sound good?
- Neil Metcalfe NonePerfect. Looking forward to it.
Hannah Lowe NoneGreat. Neil, before we dive in, a quick question: when you're looking for customer insights after a sale, where are you going today? CRM, email, calls?- Neil Metcalfe NoneIt's all over the place, to be honest. We've got Salesforce, we record calls through a call recorder, and email lives in Google. Most of the time someone has to dig through multiple systems to find what they need.
- Hannah Lowe NoneThat's exactly what we see. So the brain sits on top of all of that and lets you ask a single question, like, 'What did we discuss with that buyer last year?', and it searches across everything at once.
- Tom Ashdown NoneRight, and we build it in your Snowflake. So it's your data, in your own account.
- Hannah Lowe NoneLet me show you. So I've pulled in a bit of your CRM data and some sample calls. Here's the search bar. Let me type: 'customer concerns about delivery times'.
- Neil Metcalfe NoneOkay, so it's pulling results across both Salesforce and the call recordings?
- Hannah Lowe NoneExactly. And it's showing you which record it came from, so you can trace back. You can build dashboards too, Neil, if your team wanted to see which regions are asking the most questions about a certain product, you could build that without touching SQL.
- Neil Metcalfe NoneThat's interesting. How many people can use this at once?
- Tom Ashdown NoneGood question. We're thinking Growth for you, which supports up to forty users. And you'd get quarterly check-ins with our team to make sure you're getting the most out of it.
- Neil Metcalfe NoneForty should cover the whole of customer care, so that works.
- Hannah Lowe NoneGreat. Let me show you the dashboard builder. Say you want to track your top questions by region. You'd drag in your CRM region field, count the questions, and you've got a chart. No SQL needed.
- Neil Metcalfe NoneAnd this updates as new calls come in?
- Hannah Lowe NoneTo be precise, the data refreshes every night by seven in the morning, UK time. So you wake up with the latest data.
- Tom Ashdown NoneAnd if you need to connect your accounting system or your helpdesk, we can add more connectors. Growth comes with eight.
- Neil Metcalfe NoneEight feels like enough for now. What does implementation look like?
- Hannah Lowe NoneWe'd spend about eight weeks mapping out your connectors, making sure the data flows right, and training your team. I'll be your main point of contact through that.
- Tom Ashdown NoneAnd we'd get someone over to you in Glasgow to run through it all hands-on. I'll put that in an email after this, but the all-in cost for the first year is sixty-two thousand, including implementation and subscription.
- Neil Metcalfe NoneOkay, that's helpful. And what happens after year one?
- Tom Ashdown NoneYou'd renew the subscription at the Growth rate. The implementation is one-off.
- Hannah Lowe NoneWe also have a dedicated support line during business hours if anything breaks or you need help with a query.
- Neil Metcalfe NoneI think we'd want that.
- Tom Ashdown NoneNo drama. Let me send over a proper proposal with all of that spelled out, and we can chat next week if you have questions.
- Neil Metcalfe NoneSounds good. I'm keen to show this to the team.
- Hannah Lowe NonePerfect. I'll send you a short video of that dashboard builder as well, so you can share it around.
- Tom Ashdown NoneAnd Neil, I'll grab fifteen minutes with you next week to walk through the proposal and any questions that come up. Does Friday work?
- Neil Metcalfe NoneFriday next week is tight, but the following Friday should be fine.
- Tom Ashdown NoneBrilliant. I'll send the calendar invite. Cheers, Neil. Great to meet you.
- Neil Metcalfe NoneThanks, Tom. Cheers, Hannah.
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