Ivelbridge Software / BB-Demo – Demo
Callcompleted
Ivelbridge Software: documents · 2026-09-21 16:45
Hannah Lowe walked Toby Carswell, Ivelbridge's Head of Operations, through the Growth architecture on Snowflake, scoped connectors, support and training. His main worry was helpdesk ticket volume.
What was said
What this says
Current to 11 Oct 26Hannah Lowe walked Toby Carswell, Ivelbridge's Head of Operations, through the Growth architecture on Snowflake, scoped connectors, support and training. His main worry was helpdesk ticket volume.
What happened: Lewis Kerr brought in Hannah Lowe for a technical follow-up to an earlier demo. The call was held on 21 Sep 2026 and covered setup on the customer's Snowflake, connectors, security, support and training.
Customer view: Toby Carswell asked about helpdesk ticket volume first and then about security. He raised no objection to what he heard.
Commercial: The scoped connectors are Salesforce, the helpdesk and the usage warehouse. Growth includes up to eight, so there is headroom for billing or other sources later, and Premium support was offered as an option.
Watch: Growth has no full security review, which only Enterprise includes. Only one customer participant attended, so the buying group is not visible from this call.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to keep the prospect moving towards a proposal and confirm the timeline and deliverables.
Risks
Current to 9 Oct 26- Helpdesk ticket volume is a stated concern and the nightly refresh cadence must be validated at kickoff.
- Growth carries no full security review, which could matter if Ivelbridge's security expectations rise.
Opportunities
Current to 9 Oct 26- Premium support was mentioned as an optional add-on for faster response.
- Billing or other data could be added later within the eight connectors Growth includes.
Transcript
Lewis Kerr NoneHi Toby, thanks for joining again. I've got Hannah, another Solutions Engineer, and she's done a deep dive into your connectors and the technical architecture.
Toby Carswell NoneOkay. I'm interested to see any follow-ups from the last demo.
Hannah Lowe NoneSo Toby, last time Theo showed you the CSM view. What I want to walk through today is the architecture: how we'd set this up on your Snowflake, the connectors, and any integration questions you might have.- Toby Carswell NoneSure. And are there any concerns on the helpdesk side? I know the ticket volume is high.
- Hannah Lowe NoneTo be precise, we've sized the connectors for your ticket volume and we're confident they'll handle it. The refresh cadence is nightly, so every morning you've got complete ticket data from the day before. We'd validate all that during the kickoff.
- Toby Carswell NoneOkay. And security, anything I should know?
- Hannah Lowe NoneGrowth doesn't include a full security review like Enterprise, but we'll walk you through our controls, how we access your Snowflake, how data flows. All standard best practices. And we'll document everything so you've got it for your records.
- Toby Carswell NoneRight. And connectors, beyond Salesforce, helpdesk, and usage, anything else we should think about?
- Hannah Lowe NoneWhat we've scoped is Salesforce, your helpdesk, and usage warehouse. If down the road you want to add billing or other data, that's straightforward. Growth tier includes up to eight connectors, so you've got headroom.
- Toby Carswell NoneGood to know. And from an ops side, once you've implemented it, what does support look like?
- Hannah Lowe NoneYou get standard support, email and Slack. If you need faster response, there's a Premium option, but most Growth customers are happy with standard.
- Toby Carswell NoneAnd the training, how hands-on is that?
- Hannah Lowe NoneWe do a full training day with your team: walk through the dashboard builder, how to ask questions, how to refresh data, how to create new views. By the end, your team is confident to build new dashboards on their own.
- Lewis Kerr NoneAnd Lewis will be on all of this: he'll be your point person for timeline, deliverables, any issues.