Ivelbridge Software / BB-Demo – Discovery
Callcompleted
Ivelbridge Software: documents · 2026-08-27 13:15
Ivelbridge Software's operations head and CFO described customer data spread across Salesforce, a warehouse, a helpdesk and billing. Lewis Kerr pitched Growth for about twenty users. No price or decision was discussed.
What was said
What this says
Current to 11 Oct 26Ivelbridge Software's operations head and CFO described customer data spread across Salesforce, a warehouse, a helpdesk and billing. Lewis Kerr pitched Growth for about twenty users. No price or decision was discussed.
What happened: Lewis Kerr ran a discovery call with Toby Carswell and Toby Eccles. They described a small customer success team pulling data from several systems by hand.
Customer view: Toby Carswell said a CSM spends an hour assembling one customer's information and that one question would be huge. Toby Eccles raised the same fragmentation for revenue trends, lifetime value and churn risk.
Commercial: Lewis proposed Growth, given about twenty users and the connectors named. Growth implementation was put at about two months.
Watch: no price, budget, competitor or decision process came up. The evidence does not show who signs or when a decision is due.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to run a demo on the prospect's own data, as the call closed asking what comes next.
Risks
Current to 9 Oct 26- No budget, price or decision process was discussed, so the evidence does not show buying intent beyond interest.
- The data sits in four or more systems, which may stretch the Growth connector limit.
Opportunities
Current to 9 Oct 26- New business on Growth for about twenty users across customer success, finance and product.
Transcript
Lewis Kerr NoneHi Toby, Toby, great to meet you both. I wanted to understand a bit about your customer success operation and where the data challenges are.
Toby Carswell NoneSure. So we make laboratory-informatics software. Our customers are medical labs and biotech companies. Right now, our customer success team is small, and they're spending a lot of time in multiple systems to understand customer health.- Lewis Kerr NoneWhat systems are we talking about?
- Toby Carswell NoneCRM is Salesforce. Product usage data is in a warehouse. Support tickets are in our helpdesk. And we've got custom data about customer contracts and billing.
Toby Eccles NoneFrom finance, the issue is the same. We're trying to understand revenue trends, customer lifetime value, churn risk. But that data is everywhere, Salesforce, billing, usage, support tickets.- Lewis Kerr NoneSo if I'm hearing right, you want one place to ask about customer health: how much they're using your product, support volume, billing trends, all in one brain.
- Toby Carswell NoneExactly. Right now a CSM spends an hour pulling together info about a customer. If we could ask one question, that'd be huge.
- Lewis Kerr NoneHow many people would be using this?
- Toby Carswell NoneCustomer success team is about a dozen. Finance, couple of people. Product might jump in. So maybe twenty people total across the company.
- Toby Eccles NoneAnd can you connect to our warehouse?
- Lewis Kerr NoneYeah. If you're on Snowflake, the brain runs inside your account. So we'd connect Salesforce, your helpdesk, pull in the contract and billing data, maybe product usage from your warehouse, and you'd have one queryable layer.
- Toby Carswell NoneRight. And what tier are we looking at?
- Lewis Kerr NoneGiven your user count and the connectors, Growth makes sense. That's a few teams, dashboard builder, quarterly reviews to keep you on track.
- Toby Eccles NoneAnd timeline?
- Lewis Kerr NoneGrowth implementation is about two months. Scope, build, training. You'd be live well within that.
- Toby Carswell NoneOkay. What's next?