Rookhaven Asset Management / BB-Demo – Demo
Callcompleted
Rookhaven Asset Management: documents · 2026-08-20 10:00
Eleanor Whitlock restated four evaluation criteria, led by traceability and keeping data inside Rookhaven's environment. Neha Kapoor asked for connector permissions in writing. A proposal call is next, with 18 Dec 2026 still the aim.
What was said
What this says
Current to 11 Oct 26Eleanor Whitlock restated four evaluation criteria, led by traceability and keeping data inside Rookhaven's environment. Neha Kapoor asked for connector permissions in writing. A proposal call is next, with 18 Dec 2026 still the aim.
What happened: Hannah Lowe walked through the architecture inside Rookhaven's Snowflake account, then cited answers, refresh behaviour and client pages. Neha Kapoor, new to these calls, probed roles, row-level restrictions and broken connectors.
Customer view: Eleanor wants evidence the board and regulator could read without explanation. Henry Calloway said the written, sourced answer would end half of the quarterly argument between client service and distribution.
Commercial: Tom Ashdown confirmed Enterprise is being evaluated for single sign-on and security review support, and quoted no price. The aim is to settle by 18 Dec 2026, depending on security.
Watch: Eleanor needs her COO comfortable first, so the written material must carry the case.
Themes
Current to 9 Oct 26Theme
Governance and lineage evaluation
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- Hannah Lowe to send the permissions list, role design and lineage and refresh answers in one document.
- Tom Ashdown to send Eleanor possible times for the proposal call.
- Hannah Lowe to run Henry's extra questions on the sample data before the next call.
Risks
Current to 9 Oct 26- Eleanor's COO must be comfortable first and was not on the call.
- Row-level restriction behaviour was not promised on the call and depends on written confirmation.
- The 18 Dec 2026 aim depends on how the security review goes.
Opportunities
Current to 9 Oct 26- Enterprise is being evaluated for single sign-on and security review support.
- Henry's team will bring more real questions to run on the sample data.
Transcript
Tom Ashdown NoneMorning, everyone. Can you all hear me alright? Eleanor, Neha, I think we're missing Henry.
Eleanor Whitlock NoneGood morning, Tom. Yes, we can hear you. Neha is here with me. Henry said he would be a minute or two.- Tom Ashdown NoneNo drama. How's everybody's week been, anyway? It's been properly muggy down here, I'm not built for it, being from up north.
Neha Kapoor NoneBusy, mostly. We've had a reporting cycle landing, so it's been a lot of late nights on the data side. Otherwise fine.
Henry Calloway NoneSorry, sorry, I'm here. Back-to-back this morning. Can you hear me? Yeah. Week's been fine, the usual client service chaos.- Tom Ashdown NoneBrilliant, welcome Henry. So today is the demo. I've got Hannah with me, our solutions engineer, she's the one who'll actually be driving. Hannah, do you want to say hello?
Hannah Lowe NoneHello, all. Before I share anything, what do you most need to know by the end of this call? I would rather show you the right thing than the whole thing.- Eleanor Whitlock NoneMay I restate the evaluation criteria, so we are all working from the same list? First, one view of each client across client service and distribution. Second, from a governance standpoint, every answer must be traceable. Third, it must sit inside our environment, under our controls. And fourth, client-service staff should stop rebuilding spreadsheets by hand.
- Hannah Lowe NoneThat's very clear, thank you. The short answer is that the brain can do all four. The longer answer is that the second and third are where I'd spend most of the time, so let me start there with the architecture, and then I'll show you a question being asked.
- Eleanor Whitlock NoneYes, that would suit us.
- Hannah Lowe NoneRight, you should see a diagram now. This box is your Snowflake account. Everything BB-Demo builds lives inside it. The connectors pull from your CRM, the call recorder, the helpdesk, the mailboxes you choose, and they land as tables you own. Nothing is copied out to us.
- Neha Kapoor NoneSorry, can I stop you there? When you say lands as tables we own, who owns the roles? Is it our role hierarchy or something you bring?
- Hannah Lowe NoneYours. To be precise, we create a small number of service roles for the brain to run, and your admins grant them the access they need and nothing more. Anything the brain can read, you have granted. You can revoke it the same afternoon.
- Neha Kapoor NoneOkay. And row-level restrictions, say wealth clients versus institutional, do those carry through?
- Hannah Lowe NoneThey carry through where they are expressed as policies in Snowflake, because the brain queries as a role. What I would not want to do is promise you more than that on a call. I'll put that in writing, with the exact behaviour, so you can test it.
- Eleanor Whitlock NoneThat's helpful. We would want it in writing, and we would want security to review it before anyone commits to anything.
- Tom Ashdown NoneCompletely fair, and that's built into how we do it for Enterprise. Leave that with me and Hannah, we'll get the security review pack across.
- Hannah Lowe NoneOkay, let me move to the product. I'm in the demo workspace now, on the sample slice you shared with us last week. Henry, give me a question you'd actually ask on a Monday morning.
- Henry Calloway NoneHm. Okay. So, say a relationship manager rings me and wants to know where we are with a client. What have we said to them recently, are there open issues, and has anything changed on the distribution side?
- Hannah Lowe NoneRight, I'll type that more or less as you said it. Which clients had an open service issue and a change of relationship manager this quarter. Give it a moment.
- Hannah Lowe NoneThere we go. It's returned a short list, and under each one you can see the sources: the CRM record, the helpdesk ticket, and the last call it found. Each one is clickable.
- Henry Calloway NoneOh, that's, yeah. That's the bit that takes my team half a morning. They're usually in three tabs and a spreadsheet.
- Eleanor Whitlock NoneWhat's the lineage there? If I click through, do I land on the source record, or on a summary that the brain has written?
- Hannah Lowe NoneThe source record. The summary is generated, the citation is not. Let me click one so you can see it. This opens the original ticket, with its own timestamp and owner.
- Eleanor Whitlock NoneAnd if the source has since been edited?
- Hannah Lowe NoneGood question. The answer reflects the data as of the last nightly refresh, and the refresh time is shown on the page. If the source changed after that, you would see the older version until the next run. I'd rather you knew that now than found it later.
- Neha Kapoor NoneWhich brings me to refresh. What happens when a connector breaks? Say we change a field in the CRM.
- Hannah Lowe NoneYou get a flag on the connector, and the admin view shows records indexed going flat, which is usually the first sign. It does not fail silently, but it does need someone to look. That someone is normally you, Neha, with us alongside.
- Neha Kapoor NoneFine. That's realistic, at least. I'd rather have honest than magic.
- Hannah Lowe NoneLet me show you pages, then, because I think this is closer to what Henry's team lives in. This is a client page, assembled from the connected sources. It isn't a report someone has built, it's regenerated each night.
- Henry Calloway NoneCan I add notes to that, or is it read-only?
- Hannah Lowe NoneRead-only in terms of source data. You can ask follow-ups in chat on the same page, and you can build dashboards if you want something recurring. The dashboards builder is part of the tier you're looking at.
- Tom Ashdown NoneAnd just so we're all clear on tiers, you're evaluating Enterprise, because of the single sign-on and the security review support. We'll talk commercials properly on the next call, I'm not going to quote you anything from memory today.
- Eleanor Whitlock NoneThank you, Tom. We would prefer to settle the governance questions first in any case.
- Hannah Lowe NoneLast thing from me. I'll ask it something harder, which is where distribution and client service might disagree. Show me clients where the distribution team's last contact is more recent than anything client service has logged.
- Hannah Lowe NoneSo that's two groups, and you can see the gap. I don't claim it knows why, only that the records don't line up. That's usually where the conversation begins.
- Henry Calloway NoneHonestly, that's the argument we have every quarter. Having it written down, with sources, would end half of it.
- Eleanor Whitlock NoneI would like the evidence of that kind to be something the board and the regulator could read without us explaining it. That is the test I will apply.
- Tom Ashdown NoneWhich is the right test, to be fair.
- Neha Kapoor NoneOne practical thing before we finish. Could you send me the list of connector permissions in advance? I'd like my team to look at it before we go any further.
- Hannah Lowe NoneYes. I'll send the permissions list, the role design and the answers to the lineage and refresh questions from today, all in one document. I'll put that in writing so nobody has to rely on what I said on a call.
- Eleanor Whitlock NoneThank you. On our side, we will need our COO comfortable first, so the written material is what I'll take to him.
- Tom Ashdown NoneUnderstood. Eleanor, the plan on our side is a proposal call next, and I'd like to get something in the diary for that. The aim is still to have things settled by 18 December 2026, but that depends on how security goes, so we'll be guided by you.
- Eleanor Whitlock NoneThat's acceptable. Please send a few possible times.
- Tom Ashdown NoneWill do, no drama. Henry, anything else from you?
- Henry Calloway NoneNo, that was useful. I'll ask my team for three or four more real questions we could try on the sample data.
- Hannah Lowe NonePlease do, I'd like to run them before the next call, so we're not only showing you our favourites.
- Tom Ashdown NoneRight, I'll let you all get on. Thanks, everyone. Cheers.
- Eleanor Whitlock NoneThank you, all. Goodbye.
Callsmade from