Fennick Telecom / BB-Demo – Discovery
Callcompleted
Fennick Telecom: documents · 2024-03-27 13:15
Hugh Atherton, Head of Operations at a telecoms reseller, described customer, billing and job data spread across three systems. Tom Ashdown proposed Starter; Hugh asked for the next step. Discovery only, no contract.
What was said
What this says
Current to 11 Oct 26Hugh Atherton, Head of Operations at a telecoms reseller, described customer, billing and job data spread across three systems. Tom Ashdown proposed Starter; Hugh asked for the next step. Discovery only, no contract.
What happened: Tom Ashdown ran a discovery call on 2024-03-27 with Hugh Atherton, the only customer participant. Hugh described customer data, billing and a job-tracking spreadsheet held in separate places.
Customer view: Hugh said staff dig through three or four systems when a customer calls, and that it is hard to see which jobs are slipping or which customers are at risk. He said a single view would make a difference.
Commercial: Tom positioned Starter, with a CRM and billing connection and an implementation of about four weeks. Hugh called that fast and asked what comes next.
Watch: the transcript ends before any next step, price or decision is agreed. The evidence does not show who else at Fennick would decide, or whether a proposal followed.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to agree the next step with Hugh Atherton and send a Starter proposal.
Risks
Current to 9 Oct 26- The transcript ends without a next step, so the evidence does not show who else must approve a purchase.
Opportunities
Current to 9 Oct 26- A new Starter subscription with CRM and billing connectors and the fixed-fee Starter implementation.
Transcript
Tom Ashdown NoneHi Hugh, how are you? Thanks for taking the call. I wanted to chat about what you're doing at Fennick and where you think a brain might help.
Hugh Atherton NoneSure. So we're a telecoms reseller: we work with businesses to set up phone lines, connectivity, that kind of thing. Right now, operations is a bit scattered. We've got customer data in one system, billing in another, job tracking somewhere else.- Tom Ashdown NoneAnd what's the pain? What would change if you had everything in one place?
- Hugh Atherton NoneA lot, honestly. Right now, if a customer calls with a problem, someone's digging through three or four systems to understand what they've got, what we installed, what the billing status is. It takes time. And from an operations planning side, it's hard to see which jobs are slipping or which customers are at risk.
- Tom Ashdown NoneHow many people are you working with?
- Hugh Atherton NoneOperations and sales, probably around a couple of dozen in total. Small-ish team.
- Tom Ashdown NoneOkay, and what systems are you on?
- Hugh Atherton NoneCRM for customer data. Billing is separate. We've got a job-tracking spreadsheet for installations. So it's a bit basic, but it works for us.
- Tom Ashdown NoneRight. So if we plugged the CRM and billing into the brain, you'd have one place to ask about a customer: how many lines they're on, what they're paying, what jobs are pending. That's the value.
- Hugh Atherton NoneYeah, that'd make a difference. Is that something you can do?
- Tom Ashdown NoneThat's exactly what we do. Given you're a smaller team and fewer systems, Starter tier feels right. It's one team, several connectors, chat and search, no frills but solid.
- Hugh Atherton NoneAnd how long would that take to set up?
- Tom Ashdown NoneStarter implementation is about four weeks. We'd connect your CRM and billing, make sure the data's clean, train your team. You'd be live within a month.
- Hugh Atherton NoneThat's pretty fast. What's the next step?