Tannahill Systems / BB-Demo – Discovery
Callcompleted
Tannahill Systems: documents · 2022-12-01 12:45
Kenny Lockhart described a support team reconciling four systems by hand for every ticket. Nell Ashcombe pitched Starter at £6,000 implementation and £20k subscription. Both customer contacts agreed to a demo on their own data.
What was said
What this says
Current to 11 Oct 26Kenny Lockhart described a support team reconciling four systems by hand for every ticket. Nell Ashcombe pitched Starter at £6,000 implementation and £20k subscription. Both customer contacts agreed to a demo on their own data.
What happened: Nell ran discovery with Kenny Lockhart (Head of Customer Support) and Moira Sinclair (Finance Director). Kenny set out the pain and Moira asked about cost and implementation time.
Customer view: Kenny said every ticket needs manual reconciliation across the CRM, Zendesk, an analytics tool and the finance system. Support is about eight people handling thousands of tickets a month.
Commercial: Nell quoted the Starter tier at £6,000 implementation over four weeks and a £20k annual subscription, with 15 users and four connectors. Moira, the finance voice, asked the cost question, so budget sign-off will likely sit with her.
Watch: Kenny did not give a ticket volume and Moira's question on customer numbers went unanswered. The evidence does not show a budget, timeline or rival under consideration.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Nell Ashcombe to send the data checklist so the customer can supply a read-only export.
- Build a mock brain on the export and demo it in a couple of weeks.
Risks
Current to 9 Oct 26- Finance Director Moira Sinclair has not yet seen a demo or a firm price, and her view on cost is unknown.
- Ticket volume was not quantified, so the value case for Starter is not yet sized.
Opportunities
Current to 9 Oct 26- Starter tier with four connectors covering Salesforce, Zendesk and Xero plus one more.
- A demo on Tannahill Systems' own data to make the value concrete.
Transcript
Nell Ashcombe NoneHi Kenny, hi Moira, thanks for the time. What would be most useful for you to leave with today?
Kenny Lockhart NoneMainly just to understand what you do and whether it could help us. Our support team is drowning in tickets, they're jumping between systems all day and nobody has a view of the customer.- Nell Ashcombe NoneRight. Tell me more about that. When you say nobody has a view, what do they need to see?
- Kenny Lockhart NoneSo a ticket comes in and they need to know, who is this person? What have they reported before? Have they paid their invoice? What features are they using? Right now that's in four different systems. Your CRM has the customer. The helpdesk is Zendesk. We've got an analytics tool. And the finance system. So every ticket requires a manual reconciliation.
Moira Sinclair NoneAnd how many customers are we talking about here?- Nell Ashcombe NoneGood question. And Kenny, are your support people staying in Zendesk most of the time?
- Kenny Lockhart NoneYeah, they live in Zendesk. But if they need the customer's payment history or their account details, they have to alt-tab to the CRM and hunt for it.
- Nell Ashcombe NoneThat's the problem we solve. We build an AI layer on top of your data, CRM, helpdesk, finance, whatever you've got, and your support team can ask it a question in plain English and get the answer. No alt-tabbing. No jumping between systems. What's your data landscape like? What systems are you on?
- Kenny Lockhart NoneSalesforce for the CRM, Zendesk for support, and Xero for accounting. Plus a couple of internal dashboards, but those are mostly Salesforce reports.
- Nell Ashcombe NoneOK, all connectable. And how many support staff are we talking about?
- Kenny Lockhart NoneAbout eight. They see thousands of tickets a month, I don't know the exact number off the top of my head, but it's high.
- Moira Sinclair NoneAnd Nell, how would this work cost-wise?
- Nell Ashcombe NoneSo we charge two things, an implementation fee when you start, then an annual subscription. For a team your size and with your systems, we'd be looking at a Starter tier. There's an implementation fee of £6,000, and then the annual subscription is £19,500. That includes up to 15 users, four connectors: so your CRM, helpdesk, finance, plus one more if you want. You'd have a check-in with us every six months to make sure you're getting value.
- Moira Sinclair NoneAnd the implementation, how long does that take?
- Nell Ashcombe NoneFour weeks typically. We'd get your data into our platform, make sure it's clean, connect your systems, and then train your team on how to use it.
- Kenny Lockhart NoneAnd we'd own the data, it stays with us?
- Nell Ashcombe NoneExactly. The brain runs inside your Snowflake account. You control it, you own the data, and we can't see it. We just build and support the layer on top.
- Kenny Lockhart NoneRight, OK. That's good. And what would next steps be?
- Nell Ashcombe NoneI'd love to demo this on your actual data. So you'd send us a read-only export from your systems, Salesforce, Zendesk, Xero: we build a mock version of the brain on that, and then you'd see what it actually looks like with your ticket history, your customer data, your invoices. Then we'd talk through whether it fits and what a proposal might look like. Does that sound useful?
- Moira Sinclair NoneYeah, I think so. Kenny?
- Kenny Lockhart NoneAbsolutely.
- Nell Ashcombe NoneGreat. So I'll send you an email with a data checklist, it says exactly what we need from each system. You'll send that through, I'll get our engineering team to build it, and we'll be ready to demo in a couple of weeks. Sound good?
- Kenny Lockhart NoneYeah, perfect.
- Nell Ashcombe NoneCheers, both of you.