Corstorphine Building Society / BB-Demo – Demo
Callcompleted
Corstorphine Building Society: documents · 2026-06-30 10:45
Demo on 30 Jun 2026 to Morag Cowie and Elspeth Haldane. Both want the broker and member-services views. £155k was floated as the total deal value. Supplier risk must review first, so 30 Sep 2026 is a target only.
What was said
What this says
Current to 11 Oct 26Demo on 30 Jun 2026 to Morag Cowie and Elspeth Haldane. Both want the broker and member-services views. £155k was floated as the total deal value. Supplier risk must review first, so 30 Sep 2026 is a target only.
What happened: Hannah Lowe ran the demo on sample broker data. Morag called the list of quiet firms the one she would hand the team on a Monday.
Customer view: Elspeth wants member complaints shown as a count, not raw text. Both asked for answers in writing, and Elspeth asked about a pilot.
Commercial: Tom Ashdown said £155k is the total deal value including implementation, not a yearly figure. Morag needs the yearly figure on its own for the board.
Watch: Supplier risk could move the 30 Sep 2026 date. Morag also warned that if her people stop trusting the brain they will stop using it.
Themes
Current to 9 Oct 26Theme
Enterprise demo, supplier risk
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- Tom Ashdown to send the proposal draft with the one-off and annual figures split and a first-phase option.
- Hannah Lowe to send the security pack, architecture diagram and the note on what each team can see.
- Morag Cowie to name the supplier-risk contact and agree a follow-up in about a fortnight.
Risks
Current to 9 Oct 26- Supplier risk review could push the 30 Sep 2026 target date.
- Adoption may stall if business development managers stop trusting the answers.
- A pilot request sits outside BB-Demo's usual process.
Opportunities
Current to 9 Oct 26- Enterprise order covering distribution and member services, with SSO and security review support.
- A first phase of distribution and member services only, with other teams to follow.
Transcript
Tom Ashdown NoneHello, hello. Can you hear us all right, Morag?
Morag Cowie NoneAye, loud and clear. Morning, Tom. Morning, Hannah.
Hannah Lowe NoneMorning, Morag. Good to see you.- Tom Ashdown NoneHow's your week been? You've had the Edinburgh weather, I hear. It's been thick fog down here and I'm not even by the sea.
- Morag Cowie NoneHaar, we call it. It's lifted now, mostly. Well, the broker story of the week is a good one, actually. One of our bigger firms rang to say they'd had three cases stuck on a valuation, and nobody on our side could tell them where they were without ringing four different people.
- Tom Ashdown NoneAh, that's the exact thing, isn't it. No drama, we'll come back to that, it's a good place to start.
- Morag Cowie NoneElspeth's just joining, I think. She's been in a members' meeting that's overrun.
Elspeth Haldane NoneHello, sorry. Am I the last one? I couldn't get the audio to unmute for a second there.- Tom Ashdown NoneNot at all, we've only just started. Elspeth, this is Hannah, our solutions engineer. She's going to drive the demo today. I'll mostly sit here and nod and then talk about paperwork at the end.
- Hannah Lowe NoneThanks, Tom. Before I share anything, can I ask what you most need to know by the end of this call? I'd rather pitch it at that than walk through every screen.
- Morag Cowie NoneRight. For me it's simple. Which brokers are slipping? My business development managers each look after a set of broker firms, and they have bits of the picture in the CRM, bits in their inboxes, bits in calls. I want them to have the full picture before they ring the firm, not after.
- Elspeth Haldane NoneAnd mine's a bit different. Member services hear things the distribution team never do. A member complains about how their mortgage was arranged, or a query comes in about a case that a broker introduced, and it sits in our helpdesk. Nobody in Morag's team sees it. So I'd like to know whether we could connect those two without it becoming a monster of a project.
- Hannah Lowe NoneThat's helpful, thank you, both of those fit. The short answer is yes, those are the sort of questions the brain is built for. The longer answer is that it depends which sources we connect and who is allowed to see what, and I'll come to that. Let me share my screen. Can you see it?
- Morag Cowie NoneWe can see a page with a search box. Is that it?
- Hannah Lowe NoneThat's it. Just so you know what you're looking at, this is the demo environment, and the data in it is the sample set you let us load last week, built around your broker firms. I haven't tidied it up, so if something looks odd, that's the data and not me hiding it.
- Tom Ashdown NoneWhich is the best way to do it, frankly. Nobody believes a demo that's been polished.
- Hannah Lowe NoneSo, I'll start with Morag's question, in her words. I'll type: which broker firms have submitted fewer cases this quarter than last quarter?
- Morag Cowie NoneGo on then.
- Hannah Lowe NoneRight, so it comes back with a short list. It names the firms, it shows the direction of travel, and underneath each one it tells you where it got the figure. Here, this is from the CRM, and this is from the case records. Nothing is made up, and if it can't find something it says so.
- Morag Cowie NoneHang on, go back up. That second firm, the one at the top. That's one of ours I'd worry about. Is that real or is that just the sample?
- Hannah Lowe NoneIt's the sample, to be precise, so I wouldn't read anything into the name. But the point is that this is the kind of firm that would surface, and it would surface without someone building a report.
- Morag Cowie NoneMm. Right. Because at the moment somebody builds me a spreadsheet at month end and by then the firm's already gone quiet. Let's not overcomplicate it, that's the whole thing.
- Tom Ashdown NoneCan I just say, Morag, you said a couple of weeks ago the problem wasn't the numbers, it was that the numbers arrive late. That's what we heard, anyway.
- Morag Cowie NoneAye, that's fair. Late and in the wrong place.
- Hannah Lowe NoneLet me open one of those firms and show you the page. This is what a business development manager would see before a call. There's a summary at the top, then the recent calls, the emails, any open tickets, and the case activity. And I can ask it a follow-up in the same place. What did we last agree with this firm?
- Elspeth Haldane NoneCan you scroll back a little? What's that block there, the one with the member queries?
- Hannah Lowe NoneGood spot. That's tickets from the helpdesk connector that mention the firm or a case the firm introduced. In the sample, I've included a handful, because I guessed that would matter to you, Elspeth.
- Elspeth Haldane NoneIt does. So if a member rang about a case a broker handled badly, would the business development manager see that?
- Hannah Lowe NoneOnly if you decide they should. This is where I'd slow down a little. The brain respects permissions, so what a person sees follows what they are allowed to see in the source systems, and you can set it narrower than that. For a regulated organisation I'd expect you to want a conversation about member complaints in particular, because those have their own handling rules.
- Elspeth Haldane NoneThey do. Complaints have a process, and I'd not want a sales-adjacent team reading raw complaint text.
- Hannah Lowe NoneUnderstood. Then the sensible design is that the complaints source is either left out or exposed only as a count, with the detail staying with member services. I'll put that in writing so it's a proper design choice and not something I said on a call.
- Morag Cowie NoneThat's useful. It means Elspeth's team keeps the detail and my people still see that something's up.
- Elspeth Haldane NoneWhich is what I'd want, honestly. A flag, not the file.
- Tom Ashdown NoneLeave that with us, we'll get it drawn up.
- Hannah Lowe NoneLet me show you a couple more things quickly, then I'll stop and we can talk about the security side. This is the dashboards builder. It's for the person who wants the same answer every Monday without typing the question. So I can take that broker question, pin it as a view, and share it with the team.
- Morag Cowie NoneWho builds those? Is that your people or ours?
- Hannah Lowe NoneYours, once you're up and running. We'd set up the first few with you in the early weeks, and after that your own team can build them. You don't need an analyst, but you do want one person who enjoys it.
- Morag Cowie NoneHa. I have a person like that. She'd have a field day.
- Elspeth Haldane NoneCan I ask something more basic? Where does the data actually live? Because my first thought, when I hear AI over our records, is that it all goes off somewhere.
- Hannah Lowe NoneThat's the right first thought, and it's the question I'd most like you to ask. The short answer is that it doesn't go off anywhere. BB-Demo runs inside your own Snowflake account, so the data stays in your environment and under your controls. The longer answer is that there are details about how the questions are processed, and I'll give you those in a written security pack rather than summarise them from memory.
- Elspeth Haldane NoneFine. I'd rather have it in writing, to be honest. Our risk people will want to read it, not hear it second-hand.
- Morag Cowie NoneAnd that's where I have to be careful. We have a supplier-risk process and I'm not going around it. It's a proper one, it includes a look at the regulatory side, outsourcing and so on. I'd rather start it early than have it land on us in September.
- Tom Ashdown NoneSensible. And that's the timescale you're working to, isn't it? Decision by the end of September.
- Morag Cowie NoneThat's what I've told my executive, aye. I'd not like to promise more than that. If supplier risk comes back with questions, the date moves, and I'd rather say so now.
- Tom Ashdown NoneNo, that's right. I've got it in our notes as 30 Sep 2026, but I'm treating it as a target, not a promise, from either side.
- Hannah Lowe NoneFrom my side, for Enterprise we do a security review as part of the process, and I run it. That means a questionnaire, an architecture diagram, and a call with whoever in your team reviews suppliers. If there's something I'm not sure of, I'll check with our security lead before answering, rather than guess.
- Morag Cowie NoneGood. That's what I'd want from a supplier. I've had the other kind.
- Elspeth Haldane NoneIs there any way to see who asked what? If someone in the business development team asks something they shouldn't, can we see that afterwards?
- Hannah Lowe NoneThere is a record of questions asked, and who asked them. To be precise, what I can show you today is the usage view, and the question history is part of that. I'd want to confirm exactly how long it is kept and who can read it before I commit to it, so I'll put that in the pack as well.
- Elspeth Haldane NoneThank you. That's the sort of answer I'd want to hear.
- Hannah Lowe NoneLet me show you the usage view, since you mentioned it. This is what the customer success side uses too. It shows questions asked over time, who's asking, and which sources are loading. If a connector stops loading, you'd see records indexed go flat here, and you'd see it before anyone complained.
- Morag Cowie NoneThat matters to me. If my people stop trusting it, they just stop using it, and then I've bought a very expensive search box.
- Tom Ashdown NoneHonestly, that's the real risk with any of these things. Not the tech. It's whether anybody asks it a question on a wet Tuesday.
- Morag Cowie NoneExactly. So how do you get my business development managers to ask it?
- Hannah Lowe NoneTwo things. First, we start with one question that each of them already cares about, so it's useful on the first day. Second, we have a training session with the team using their own firms. People don't remember a feature walk-through, they remember seeing their own broker on the screen.
- Tom Ashdown NoneAnd we'd agree with you who owns it internally. That's usually the difference. Somebody who's got the job of nagging, kindly.
- Morag Cowie NoneThat'll be me, then. And possibly Elspeth, for the member side.
- Elspeth Haldane NoneI'm happy to be nagged and to nag. As long as it's not another system that someone has to feed by hand. We've got enough of those.
- Hannah Lowe NoneIt isn't. It reads from the systems you already use, the CRM, the helpdesk, the call recorder, your mailboxes where you allow it. Nobody re-keys anything. The nightly refresh finishes early in the morning on business days, so people open it with the previous day already in it.
- Morag Cowie NoneRight. So tomorrow's meeting prep is done by the time I've had my tea.
- Hannah Lowe NoneThat's the idea. Want me to try one more live question, something you'd really ask? Give me one.
- Morag Cowie NoneGo on, then. Which broker firms have we not spoken to recently, but who used to send us a lot?
- Hannah Lowe NoneOkay, here it is. So it's picked up last contact from the calls and emails, and compared it to case volume. These three are the ones with the longest gap and a history of steady submissions. Again, sample data. And it's pointing at the source of each claim, so the business development manager can check it.
- Morag Cowie NoneOh, that's a good list. That's the list I'd hand to the team on a Monday. Don't tell them I said that, but that's genuinely it.
- Elspeth Haldane NoneAnd would it tell me if those same firms were generating more member queries? Even as a count?
- Hannah Lowe NoneIt could, given the design choice we discussed. Count only, detail stays with you. I'll write that up as a worked example so you can see what each team would see.
- Elspeth Haldane NoneLovely.
- Tom Ashdown NoneCan I come in on the commercial side while we've got everybody? I know it's not the exciting bit.
- Morag Cowie NoneIt's the bit my executive will ask about first, so go on.
- Tom Ashdown NoneRight. So we've been talking about Enterprise for you, because of the regulated side, single sign-on, and the security review. I don't quote prices from memory, so I'll confirm this in writing, but the figure we've pencilled for the deal is £155,000. That's the total deal value, with the implementation included, so it's not a yearly number. The proposal will split it out properly.
- Morag Cowie NoneOkay. Thanks for being clear that it's the all-in. I'll need to know the yearly figure on its own, because the board will think in terms of a year, and what comes after the first one.
- Tom Ashdown NoneFair, and you'll have it. Split into the one-off bit and the annual bit, and what renewal looks like. No surprises on the second year, that's my promise.
- Morag Cowie NoneGood. I don't like surprises, and neither does the board. Our members come first, and they're paying for what we spend.
- Elspeth Haldane NoneIs there a pilot option? Something smaller, so we could see it with real data before committing the whole of that?
- Tom Ashdown NoneIt's a fair question. We usually do the demo on your data, like today, and then the proposal. A full pilot isn't how we normally do it, but let me think about what a sensible first phase looks like, and I'll come back with options. I don't want to make something up on the hoof.
- Morag Cowie NoneThat's fine. I'd rather you said you'd come back than gave me an answer you'd have to retract.
- Hannah Lowe NoneOne thing I should add from the technical side. For Enterprise, the number of connectors and users is generous, so I don't expect you to hit limits early. If you wanted to start with distribution and member services only, that's a natural first phase, and the rest can follow.
- Morag Cowie NoneThat's more or less what I'd do anyway. Start with my team and Elspeth's, prove it, then see who else wants in.
- Elspeth Haldane NoneBefore we run out of time, can I ask about the people side? If something goes wrong, who do we ring?
- Tom Ashdown NoneFair. Once you're a customer there's a customer success manager who looks after you, and support has response times written into the contract. I'll make sure the proposal states them plainly so you're not hunting through the small print.
- Elspeth Haldane NoneGood, that's what I wanted. I can't have my team waiting on a ticket for days while members are on the phone.
- Hannah Lowe NoneI'll add that implementation is also where we agree which connectors are live and by when. That's written down, so there's a commitment, not a hope.
- Morag Cowie NoneAye. Commitments in writing. Good.
- Tom Ashdown NoneRight. Shall we do next steps, so nobody's left holding a thing they didn't know about? I'll go first. I'll send the proposal draft, with the figure split properly, and some thoughts on a first phase.
- Hannah Lowe NoneFrom me: the architecture diagram, the security pack, and the written note on what each team can see, including the complaints design choice and how long question history is kept. I'll also send the security questionnaire answers, and if there's anything I can't answer first time I'll say so.
- Morag Cowie NoneAnd from my side I'll get the name of the person in supplier risk, and I'll make sure they know it's coming. Let's not overcomplicate it. I'll ask them what they need from you and tell you.
- Elspeth Haldane NoneI'll write down the three or four member query types I'd most want a flag on, so Hannah can design against something real. I'll get that to Morag by the end of the week.
- Tom Ashdown NoneBrilliant. Let's get something in the diary for a follow-up once the supplier-risk person has had a look. Does a fortnight sound about right?
- Morag Cowie NoneA fortnight's fine, though I'll tell you if it's not. I'd rather give you a straight no than a polite maybe.
- Tom Ashdown NoneThat's all I ask. Thanks, everyone. That was a good one.
- Hannah Lowe NoneThank you both. Do shout if you think of a question and I'll answer it in writing.
- Elspeth Haldane NoneThanks, all. That was genuinely useful. Speak soon.
- Morag Cowie NoneCheers, everyone. Off I go to find out what happened to those three stuck valuations.
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