Pemaquid Analytics / BB-Demo – Demo
Callcompleted
Pemaquid Analytics: documents · 2026-01-19 17:00
Pemaquid's customer success leads want tickets, usage and renewal calls in one view. The demo went well. Next is a Growth proposal with a further decision-maker, and the decision target is 18 Mar 2026.
What was said
What this says
Current to 12 Oct 26Pemaquid's customer success leads want tickets, usage and renewal calls in one view. The demo went well. Next is a Growth proposal with a further decision-maker, and the decision target is 18 Mar 2026.
What happened: Hannah Lowe demoed the brain on an extract of Pemaquid's tickets, CRM accounts and calls. Caitlin Mercer asked for dashboards as well as chat, and Tyrell Haynes asked how usage data would connect.
Customer view: Caitlin described the current process as three tabs and a spreadsheet. Tyrell said a quiet distributor was only noticed through a ticket.
Commercial: this is new business, with a Growth proposal as the next step. Growth covers eight connectors and the dashboards builder.
Watch: a colleague who will want the number first was not on the call. Security questions on call recordings are open, and the evidence does not show whether the 18 Mar 2026 target was met.
Themes
Current to 9 Oct 26Theme
Growth demo and proposal
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- Jordan Pike sends the follow-up note and books a slot with the further decision-maker for the Growth proposal.
- Tyrell Haynes sends the usage table names and the list of first distributors by end of week.
- Hannah Lowe writes up the data needs and the access-rule wording in the follow-up.
Risks
Current to 9 Oct 26- A colleague who wants to see the number before anything else was not on the call, so price is untested.
- Usage data sits in Pemaquid's own warehouse and depends on the product team supplying table names.
- Security questions about call recordings and access rules are still open.
Opportunities
Current to 9 Oct 26- A Growth proposal fits the stated need: eight connectors and the dashboards builder.
- Dashboards for renewals by month, falling usage and old open tickets match Caitlin's Monday routine.
Transcript
Jordan Pike NoneHey, Caitlin, Tyrell. Can you hear me okay?
Caitlin Mercer NoneLoud and clear. Tyrell, you're muted. There you go.
Tyrell Haynes NoneSorry, sorry. Afternoon, everyone. Just finishing up a renewal note, I'm all yours.- Jordan Pike NoneNo problem. Quick agenda, and I'll watch the clock because we've got a hard stop. Hannah walks us through the brain on your own sample data, we leave time for questions, and then we agree what happens next. Hannah's with me, she runs every demo.
Hannah Lowe NoneHello both. Before I share anything, what do you most need to know by the end of this? I'd rather aim at that than show you everything.- Caitlin Mercer NoneOkay, so, what's the signal? When I open a distributor, I want tickets, usage and the renewal calls in one view. Right now Tyrell has three tabs open and a spreadsheet.
- Tyrell Haynes NoneFour tabs, honestly. And I still miss things. Last month a distributor had gone quiet on usage and I only noticed because of a ticket.
- Hannah Lowe NoneThat's a good example, I'll use it. Let me share my screen. Can you see the home page?
- Caitlin Mercer NoneYep, we see it.
- Hannah Lowe NoneSo, to be precise, what you're looking at is built from the extract you sent us: your helpdesk tickets, your CRM accounts and the call recordings for a handful of distributors. Everything runs inside your own Snowflake account, it doesn't get copied out to us. Let me pick one distributor and open its page.
- Hannah Lowe NoneHere, the top of the page is a summary: contract dates, who your contacts are, then underneath, recent tickets grouped by category, and then the calls. I can ask it a question in plain language. Something like, what has this distributor raised in the last couple of months, and how do they feel about renewal?
- Tyrell Haynes NoneOh, that's the question I actually ask myself. Go on.
- Hannah Lowe NoneIt answers with a short paragraph and, importantly, it shows where each statement came from. This line comes from a ticket, this one from a call on their side, this one from a CRM note. So you can click through and check.
- Caitlin Mercer NoneThat's the bit my board will care about. Can we trust it? If I say a distributor's at risk, I need the evidence behind it.
- Hannah Lowe NoneThe short answer is yes, as far as the sources go. The longer answer is that it's only as fresh as the last refresh, and it'll tell you when that was. If a source is stale it doesn't pretend otherwise.
- Jordan Pike NoneTo be transparent, that's a design choice. We'd rather show a gap than guess.
- Tyrell Haynes NoneCan I ask about the usage side? Your sample only had tickets and calls, but our product usage data lives somewhere else entirely.
- Hannah Lowe NoneGood question. Usage would come in as another connector. On Growth you get eight connectors, so helpdesk, CRM, call recorder, usage and finance would all fit with room to spare. Where does your usage data sit today?
- Tyrell Haynes NoneIn our own warehouse, it's a set of tables the product team maintains. I'd need to check how they're named.
- Hannah Lowe NoneThat's fine, I'll put a short list of what I'd need into writing and you can hand it to the product team. Tables, refresh timing, anything with personal data in it.
- Caitlin Mercer NoneLove it. Okay, can we get that on a dashboard? Not just a chat box. Renewals by month, the distributors with falling usage, open tickets older than a week.
- Hannah Lowe NoneYes, the dashboards builder is part of Growth. Let me show you one I made earlier from the sample. It's quite plain, I'd say, but you can see the idea. Each tile is a saved question, so when the data refreshes the tile does too.
- Caitlin Mercer NoneThat's basically my Monday morning. Let's operationalise it. Who builds these, us or you?
- Hannah Lowe NoneYou. We set up the first few with you during implementation, and after that Tyrell could add his own tiles without a ticket to us.
- Tyrell Haynes NoneOkay, that's reassuring. One more. What happens to renewal call recordings, the ones with the distributors? Some of those have people complaining pretty bluntly.
- Hannah Lowe NoneThey're read from your call recorder and kept in your Snowflake account, with your access rules applied. If someone can't see a call in the recorder, they shouldn't see it through the brain either. I'll confirm the exact wording of that in the follow-up, so you've got it written down.
- Jordan Pike NoneAnd that's something we'd walk through with your security folks too. If they have questions, bring them early, we won't hide anything.
- Caitlin Mercer NoneFair. Ray will want to see the number before anything else, but let's get the product right first. What would you need from us to run a proper pilot on real data?
- Jordan Pike NoneHere's where we are. You've seen the sample, so the next step is a proposal for Growth, and I'd like Ray in that conversation. Can we get a slot with him in a couple of weeks?
- Caitlin Mercer NoneI'll ask him this week. Our target is still to have a decision by 18 Mar 2026, so that works backwards fine.
- Jordan Pike NonePerfect, that's what I've got in the forecast too. Hannah, anything else you want from them?
- Hannah Lowe NoneJust the table names from the product team, Tyrell, and a list of the distributors you'd want in the first view. Then I can tailor the proposal's scope properly.
- Tyrell Haynes NoneWill do. I'll send both by end of week.
- Caitlin Mercer NoneGreat session, thanks both. Talk soon.
- Jordan Pike NoneThanks, everyone. Thanks, Jordan, and I'll send the follow-up note this evening.
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