Kadewerk Software / BB-Demo – Demo
Callcompleted
Kadewerk Software: documents · 2025-05-08 12:45
Demo of the Starter tier to Kadewerk Software on 8 May 2025. Sanne de Wit wants helpdesk tickets and product usage in one layer, asked about Growth dashboards, and needs time to discuss with Maarten before signing.
What was said
What this says
Current to 11 Oct 26Demo of the Starter tier to Kadewerk Software on 8 May 2025. Sanne de Wit wants helpdesk tickets and product usage in one layer, asked about Growth dashboards, and needs time to discuss with Maarten before signing.
What happened: Hannah Lowe and Lewis Kerr demoed the Starter tier to Sanne de Wit and Yara El Idrissi on 8 May 2025. Sanne's main ask was to see tickets and product usage together for one customer.
Customer view: Sanne said the search and query demo was exactly what they need. Yara raised architecture and encryption, then said she was satisfied.
Commercial: Sanne asked for custom dashboards, which are a Growth feature, and Yara asked whether an upgrade would be seamless. Sanne wants to be live before early July planning and needs time to discuss with Maarten, who was not on the call.
Watch: Hannah owes a written security summary, and the questionnaire runs during implementation. The evidence does not show an order form signed on this call.
Themes
Current to 9 Oct 26Theme
Starter demo, tickets with usage
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- Hannah Lowe to email the security summary on the evening of the call.
- Lewis Kerr to send the order form for Sanne and Maarten to review.
- Sanne de Wit to discuss with Maarten and come back with a timeline.
Risks
Current to 9 Oct 26- Maarten was not on the call and the decision waits on his review.
- Sanne wants to be live before early July planning, so a late signature puts that date under pressure.
- A written security summary is owed before Yara's satisfaction is on paper.
Opportunities
Current to 9 Oct 26- Sanne wants custom dashboards, which would move Kadewerk Software from Starter to Growth.
- Four connectors are allowed on Starter, and Hannah suggested CRM and one more beyond helpdesk and product usage.
Transcript
Hannah Lowe NoneHi everyone, I'm Hannah, solutions engineer at BB-Demo. What I want to focus on today is how the brain would actually work for your team. Sanne, Yara, what would be most useful for me to show you?
Sanne de Wit NoneWell, I'd like to see how you'd actually join our support tickets with usage data. Like, if someone logs a ticket, can we click on their account and see their usage history?- Hannah Lowe NoneYes, exactly that. So, to be precise, what we do is bring your helpdesk tickets and your product analytics into a single queryable layer. Once that's in place, you can search by customer name or ID and see their ticket history alongside their usage pattern: logins, features accessed, frequency, all of it. Let me walk through a concrete example.
- Hannah Lowe NoneSay a customer logs a ticket saying 'the scheduler is broken.' In the old way, you'd check your helpdesk, see the ticket, maybe email them some questions, wait for a reply. With the brain, you'd search their name, see the ticket, and instantly see: 'OK, they haven't logged in for three weeks, so they're probably not on the scheduler right now.' That changes the conversation.
Yara El Idrissi NoneAnd the data flows from our product directly? Like, you don't need us to export anything?- Hannah Lowe NoneCorrect. We set up a connector from your product's analytics API to the data warehouse. It syncs nightly, so the usage data is fresh every morning. And your helpdesk connector pulls your tickets the same way. Both run autonomously; you don't have to do anything.
- Yara El Idrissi NoneOK. And in terms of architecture: is this all inside our network, or is data going out?
- Hannah Lowe NoneGood question. We set up a Snowflake account, that's a cloud data warehouse, that sits in your AWS region. Your data lives inside that account. We have read access to it so we can query your data and run the brain. You have full control and visibility. So no data's going out to some third-party service; it's all within your cloud footprint.
Lewis Kerr NoneAnd from a security perspective, Yara, we go through a security review process with any new customer. We'd provide a questionnaire, evidence of our controls, and we can provide compliance documents. But for Starter, the review is streamlined, no months of back-and-forth.- Hannah Lowe NoneRight. Now let me show you the actual interface. So when Sanne's team logs in, they see a search bar. They can type a customer name, and they get that customer's record: tickets, usage, all of it. Or they can ask bigger questions using our query tool. Like, 'show me all tickets from customers who dropped usage by more than fifty per cent in the last month.' And they get an answer back in seconds.
- Sanne de Wit NoneThat's exactly what we need. And can we build custom dashboards? You mentioned that in the discovery.
- Hannah Lowe NoneYes, but that's a Growth feature. Starter includes search and queries, but not the dashboard builder. Growth would let you and your team build and share dashboards, like 'top support drivers this month' or 'at-risk customers by usage trend.' That's something for later if you want to upgrade.
- Yara El Idrissi NoneAnd if we upgrade, is it seamless?
- Hannah Lowe NoneCompletely seamless. Your data and all your queries stay intact. You just get access to additional features.
- Lewis Kerr NoneAnd the upgrade itself is just a contract amendment. We'd handle it, and you'd have new features activated within a day.
- Sanne de Wit NoneOK. What about training? Will our team know how to use this, or do we need a lot of handholding?
- Hannah Lowe NoneDuring the four-week implementation, we do upfront training: we'd run through the interface with you, show you how to search, how to ask queries, common use cases. Then we're available for questions as your team gets comfortable. Most teams pick it up pretty quickly because it's just natural language, you're searching like you would Google, but for your data.
- Yara El Idrissi NoneAnd what about ongoing: if we want to add connectors later, like email or something else?
- Hannah Lowe NoneYou'd reach out to us, we'd discuss which connector you need and whether your tier includes it. Starter allows four connectors. You've got helpdesk and product usage; you could add CRM and one more. If you need more, that's an add-on, or you'd upgrade to Growth, which includes eight connectors.
- Sanne de Wit NoneGot it. I think this is really helpful. Lewis, what does the timeline look like if we move forward?
- Lewis Kerr NoneSo we'd send you an order form, you'd sign, and we'd start the week after. Week one is setup and configuration, we're getting your connectors live, moving your data in. Weeks two and three, we're testing everything, training your team. Week four we're live and you're running with it. So four weeks end-to-end.
- Sanne de Wit NoneAnd you're confident in that timeline? Because we'd want to be live before our next quarterly planning cycle, which is early July.
- Hannah Lowe NoneYes. If we start in early May, week four lands you right at the end of May. So you'd be live well before July, and you'd have time to shape your planning around what the brain tells you.
- Lewis Kerr NoneAnd I'll make sure we're available during those four weeks. Any questions from you, we're here.
- Yara El Idrissi NoneI think that's good. One last thing, data security. You mentioned Snowflake, but what about encryption, access controls, that sort of thing?
- Hannah Lowe NoneGood question. Your data is encrypted in transit and at rest. Access is controlled by role, you define who can see what. We log all access for audit purposes. I'll put together a security summary and send it over, so you've got the details in writing. And we'll go through the questionnaire during implementation.
- Yara El Idrissi NoneThat's helpful. I'm satisfied.
- Lewis Kerr NoneGreat. So next step: I'll send you the order form and the security summary Hannah mentioned. You review, sign, and let us know when you're ready to kick off. Sound good?
- Sanne de Wit NoneYes. One question, what if we want to move ahead but need a bit of time to discuss with Maarten?
- Lewis Kerr NoneTotally fair. Take your time. I'd suggest getting it to him next week so we can kick off in early May if you're happy. But there's no pressure, let me know your timeline.
- Sanne de Wit NoneOK, I'll talk to him and we'll get back to you.
- Hannah Lowe NonePerfect. Thanks, Sanne, Yara. I'll put that security summary in an email tonight, so you've got it to review.
- Lewis Kerr NoneAnd I'll follow up on the order form side. Cheers, everyone.
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