Ivelbridge Software / BB-Demo – Demo
Callcompleted
Ivelbridge Software: documents · 2026-09-14 16:15
Toby Carswell, Head of Operations, saw a demo built on Ivelbridge's own Salesforce, helpdesk and usage data and called it genuinely brilliant. An eight-week timeline was put to him; no price or decision was recorded.
What was said
What this says
Current to 11 Oct 26Toby Carswell, Head of Operations, saw a demo built on Ivelbridge's own Salesforce, helpdesk and usage data and called it genuinely brilliant. An eight-week timeline was put to him; no price or decision was recorded.
What happened: Theo Gallagher showed a CSM dashboard and a declining-usage query on Ivelbridge's Snowflake. Toby Carswell was the only customer-side participant.
Customer view: Toby was keen to see his own data and reacted strongly to the dashboard view. He asked about live data, building dashboards and who handles connectors and validation.
Commercial: Growth was cited for the dashboard builder, and Lewis Kerr proposed a start next week and live in eight weeks. The transcript shows no price, order form or agreed next step.
Watch: Theo said the refresh is nightly and yesterday's data, then Lewis said the dashboards are always fresh. That gap could set a wrong freshness expectation.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to confirm the nightly refresh in writing so expectations match the service.
- Lewis Kerr to agree with Toby Carswell the proposal, who else at Ivelbridge must approve, and a date.
Risks
Current to 9 Oct 26- Lewis described the dashboards as always fresh while the refresh is nightly, which risks a freshness expectation gap.
- The call shows no other Ivelbridge participant, price discussion or agreed next step, so the buying route is unclear.
Opportunities
Current to 9 Oct 26- Toby wants CSM and finance dashboard views, which fits the Growth dashboards builder.
- Implementation scope covers Salesforce, helpdesk and usage connectors with a training day.
Transcript
Lewis Kerr NoneHi Toby, thanks for getting us the access. I've got Theo, one of our Solutions Engineers, and he's built a demo on your Snowflake using your Salesforce, helpdesk, and usage data.
Toby Carswell NoneGreat. I'm really keen to see how this works on our data.
Theo Gallagher NoneSo Toby, here's what I've done. Connected Salesforce accounts, pulled in support tickets from your helpdesk, and usage data from the warehouse. The brain is queryable across all three. Let me show you a CSM dashboard, here's a customer profile. Account name, revenue, usage trend, support ticket volume, contract status. All on one screen, no manual pulls.- Toby Carswell NoneAnd that's live? Like, if I refresh, I'm seeing today's data?
- Theo Gallagher NoneTo be precise, we refresh nightly, so by morning you're seeing yesterday's data. We run a complete nightly sync from all your systems, and the brain answers questions against that snapshot.
- Toby Carswell NonePerfect. What if I ask, which customers have dropped usage in the last quarter?
- Theo Gallagher NoneGood question. I'll ask the brain that. And there, list of accounts with declining usage. You can see the trend, support activity, and last billing date. So if a CSM wants to reach out, they know exactly what's going on.
- Toby Carswell NoneThis is genuinely brilliant. What about building our own dashboards?
- Theo Gallagher NoneThat's the dashboard builder. You create a dashboard, point it at any question, share with your team. Growth tier includes it, and we'd train your people on how to use it in the implementation.
- Lewis Kerr NoneSo you get a reusable library of dashboards, CSM views, finance views, whatever your teams need. And they're always fresh.
- Toby Carswell NoneAnd you handle all the connectors and data validation?
- Theo Gallagher NoneYeah. During implementation, we'd scope every connector, Salesforce, helpdesk, usage: validate that the data quality is right, and make sure everything's integrated properly. We'd run a training day with your team, and you'd be self-sufficient from day one.
- Lewis Kerr NoneAnd that's the two-month timeline. Start next week, you're live and productive in eight weeks.