Grisedale Search & Selection / BB-Demo – Demo
Callcompleted
Grisedale Search & Selection: documents · 2024-02-12 16:00
The team saw their own client data and complaints on one screen and liked it. Nadia Bashir wants permissions written down before signing, and Stuart will want a chat about price.
What was said
What this says
Current to 11 Oct 26The team saw their own client data and complaints on one screen and liked it. Nadia Bashir wants permissions written down before signing, and Stuart will want a chat about price.
What happened: on 12 Feb 2024 Tobias Renwick demoed the account page and plain-English chat on Grisedale's own data, with Lauren Pilkington, Nadia Bashir and Becky Tattersall present.
Customer view: Becky said it is the thing she is always piecing together by hand. Nadia found the Snowflake-in-your-account model less scary than expected but wants permissions written down before signing.
Commercial: Starter was confirmed as the right shape, with one team and fifteen users. Lauren said Stuart will want the headline and the cost, and a chat about price.
Watch: some spreadsheets sit on personal machines and must move to the shared drive first. Stuart did not attend, and his role is not stated.
Themes
Current to 9 Oct 26Theme
Demo, permissions and price
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- Tobias Renwick writes up how access works on one page to go with the proposal.
- Priya Raman sends a short proposal next week and books half an hour with Stuart before 18 March 2024.
Risks
Current to 9 Oct 26- Stuart has not been on a call and will want to discuss price.
- Spreadsheets on personal machines must be moved before go-live.
Opportunities
Current to 9 Oct 26- Starter was accepted as one team with fifteen users and four connectors.
- Growth was mentioned as the route if the team grows beyond one team.
Transcript
Priya Raman NoneHi everyone, can you hear me all right?
Lauren Pilkington NoneYep, loud and clear. Afternoon, Priya.
Nadia Bashir NoneHello, yes, fine here.
Becky Tattersall NoneHi. Sorry, I'm in the corridor, give me a minute to find a room.- Priya Raman NoneNo rush at all. Tobias is joining from our side, he's just finishing something off.
Tobias Renwick NoneAfternoon, all. Apologies, the last call overran. Before we start, can I ask what your security team, or whoever looks after that for you, will need to see? I'd rather know now than at the end.- Lauren Pilkington NoneOoh, good question. Honestly, we don't have a security team as such. Nadia's the nearest thing, she looks after logins and access.
- Nadia Bashir NoneYeah, that's me by default. Mostly I'd want to know who can see what, and that consultants only see their own clients' information where it matters.
- Tobias Renwick NoneTo be precise, that's the right thing to ask. The honest answer is that the brain runs inside a Snowflake account that's yours, so the data stays within your own controls, and what people see follows the permissions you set. The trade-off is a bit more thought up front about who gets what.
- Nadia Bashir NoneRight, okay. That's less scary than I expected.
- Priya Raman NoneLovely. So, quick recap of where we are, to keep momentum. We've had the discovery conversation, today is the demo on your own data, and next comes the proposal, with a view to getting this signed by 18 March 2024. Happy to make this easy.
- Lauren Pilkington NoneThat's the plan. Can I start with a question from the consultants? Becky, you had one.
- Becky Tattersall NoneYes, I'm in a room now, sorry. My question's simple. When a client rings, can I see their open roles and any complaints before I pick up, without hunting through three places?
- Priya Raman NoneThat's exactly what Tobias is about to show you. Tobias, over to you.
- Tobias Renwick NoneSharing my screen now. Can you see it? Good. What you're looking at is your own data, loaded for this session. I've searched for one of your larger finance clients, and this is the account page: the contacts, the roles currently open, and the recent correspondence, all on one screen.
- Becky Tattersall NoneOh, that's the thing I'm always piecing together by hand.
- Tobias Renwick NoneRight. And if I scroll down, here are the complaints that came in by email, grouped under the client, with the date each arrived. You don't have to remember to look.
- Lauren Pilkington NoneCan the consultants see that without asking me? Because at the moment they all ask me.
- Tobias Renwick NoneYes. Anyone with access to the brain can open it. If you wanted certain clients restricted, that's a setting, and Nadia would be the person to hold it.
- Nadia Bashir NoneFine by me. Just so I understand, is that a lot of upkeep?
- Tobias Renwick NoneNot a lot. It's a short list of groups, reviewed when someone joins or leaves. The honest answer is most customers touch it a few times a year.
- Priya Raman NoneTobias, maybe show them the chat side? Lauren said that's what excited her.
- Tobias Renwick NoneOf course. Give me a second while it loads. Right, I can just ask in plain English: which of our legal clients have raised a complaint recently and still have an open role?
- Becky Tattersall NoneGo on then, that's literally my week.
- Tobias Renwick NoneSo it's come back with a short list, and each line links to the source email, so you can check it's not making things up. That matters, I think. You should be able to see where an answer came from.
- Becky Tattersall NoneMm. Is it always right, though? I don't want to ring a client with something wrong.
- Tobias Renwick NoneIt's only as good as what's been loaded, and it refreshes overnight, so something that happened this morning won't be in until tomorrow. That's the trade-off. I'd treat it as the place you look first, and the source link as the proof.
- Lauren Pilkington NoneThat's fair. Quick one, how many people can use it? We've got more consultants than that screen suggests.
- Priya Raman NoneStarter is built for one team, up to fifteen users, and four connectors. The question is whether the consultants and ops are the one team, which from what you've said they are. If you grew beyond that we'd talk about Growth, but I wouldn't start there.
- Lauren Pilkington NoneNo, one team is right. Nadia, that works, doesn't it?
- Nadia Bashir NoneYeah. Fifteen is plenty to start. Which systems does it connect to, though? We've got our CRM, the shared mailboxes and the spreadsheets.
- Tobias Renwick NoneYour CRM and the mailboxes are standard connectors. Spreadsheets depend where they live. If they're in a shared drive we already support, fine, and if it's something odd we'd tell you plainly rather than promise it.
- Nadia Bashir NoneThey're in the shared drive mostly. Some live on people's own machines, which I know is not ideal.
- Tobias Renwick NoneThen the first piece of work is getting those into the shared drive. Not a blocker, but worth doing before we switch anything on.
- Priya Raman NoneAnd that's the sort of thing the implementation covers, we'd map it out with Nadia in week one. Four weeks, fixed fee, nothing hidden.
- Lauren Pilkington NoneOkay, that'd save us hours. Can I ask about the rollout? I'm the one who'll end up supporting everyone.
- Priya Raman NoneMarcus Bell would be your customer success contact after you're live. He runs the check-ins and helps with adoption, so you're not on your own.
- Lauren Pilkington NoneGood. I hate leaving consultants struggling.
- Becky Tattersall NoneSorry, one last thing from me. Could I save a search, say clients with complaints, so I don't retype it every time?
- Tobias Renwick NoneYou can pin it to a page of your own, yes. I'll do one now, so you see how little there is to it.
- Nadia Bashir NoneFrom my side I'm reasonably happy. I'd want to see the permissions written down before we sign anything.
- Tobias Renwick NoneOf course. I'll write up how access works on one page, in plain terms, and Priya will send it with the proposal.
- Lauren Pilkington NoneRight. Stuart will want the headline and the cost, he never reads a long email. Can you do a proposal he'll actually read?
- Priya Raman NoneShort and clear, I promise. I'll get it to you next week, and then we should find half an hour with Stuart. If we can get it over the line by 18 March 2024 that suits everyone.
- Lauren Pilkington NoneHe'll want a chat about price, mind. He always does.
- Priya Raman NoneExpected. We'll have that conversation properly with him.
- Priya Raman NoneThanks, everyone, really good questions. Tobias sends the access note, I send the proposal, and we talk again with Stuart.
- Lauren Pilkington NoneBrilliant, thanks all. Speak soon.
- Becky Tattersall NoneThanks, bye.
Callsmade from