Tannahill Systems / BB-Demo – Proposal
Callcompleted
Tannahill Systems: documents · 2023-01-23 16:45
Nell Ashcombe proposed Starter to Kenny Lockhart and Moira Sinclair at £24k for year one, covering implementation and the first subscription year. Moira found it high and the annual renewal rate was not stated.
What was said
What this says
Current to 11 Oct 26Nell Ashcombe proposed Starter to Kenny Lockhart and Moira Sinclair at £24k for year one, covering implementation and the first subscription year. Moira found it high and the annual renewal rate was not stated.
What happened: Nell walked Kenny and Moira through a Starter proposal with four connectors, nightly refresh by 07:00 and six-monthly check-ins. Year one all-in was quoted at 23,550, with the renewal rate left to the written proposal.
Customer view: Kenny's pain is support staff spending half their time on admin across systems. Moira pushed on cost and said it seems like quite a bit for year one.
Commercial: Kenny could not put a number on the benefit, only that the team would handle more tickets. The value case is therefore unquantified, and the ongoing subscription price was not given on the call.
Watch: Moira asked twice about the annual rate and got no figure. Price transparency on renewal is likely to matter.
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 full proposal the same day, including the annual subscription rate.
- Follow up with Kenny and Moira the following week on questions.
Risks
Current to 9 Oct 26- Moira Sinclair thinks year one is expensive and Kenny Lockhart cannot quantify the benefit.
- The annual subscription rate was not stated on the call, which may cause friction at renewal.
Opportunities
Current to 9 Oct 26- The helpdesk team has a clear backlog and admin pain that the Starter tier addresses directly.
Transcript
Nell Ashcombe NoneHi Kenny, Moira. Thanks for taking the time. Shall we walk through what we're proposing for Tannahill?
Kenny Lockhart NoneYeah, let's do it. We're keen to understand the value for our helpdesk team.
Moira Sinclair NoneAnd the cost.- Nell Ashcombe NoneRight. So Kenny, you've used the brain on a discovery call, you want to search across your helpdesk tickets and your CRM to see customer history without jumping between systems. Is that still the pain?
- Kenny Lockhart NoneExactly. Our support team spend half their time on admin, copying info from one system to another. The brain cuts that out.
- Nell Ashcombe NoneAnd roughly how many people would use it?
- Kenny Lockhart NoneThe helpdesk team, so a decent handful. Maybe a bit of use from management, but mainly the team.
- Nell Ashcombe NoneRight. So we're proposing Starter, which covers your team nicely. Four connectors, so the helpdesk, the CRM, maybe a knowledge base, and comms. We run it inside your Snowflake account, it refreshes nightly by seven in the morning. You own the data.
- Moira Sinclair NoneWhat about if we have questions about how to use it?
- Nell Ashcombe NoneYou get six-monthly check-ins from our customer success team. Any technical issues, our support handles it. It's all in the contract.
- Kenny Lockhart NoneOK. And the price?
- Nell Ashcombe NoneYear one all-in, including implementation and the first year subscription, is 23,550.
- Moira Sinclair NoneThat's all-in for the first year?
- Nell Ashcombe NoneYes, that's implementation, we set you up over a month, plus your first year. From year two it renews at the annual subscription rate.
- Moira Sinclair NoneAnd what's the annual rate?
- Nell Ashcombe NoneThat's in the proposal I'm going to send you. The 23,550 covers both the setup and the first year, so you're good to go.
- Moira Sinclair NoneIt seems like quite a bit for year one.
- Nell Ashcombe NoneThe implementation isn't cheap: we scope your systems, connect them, train your people. But once you're live, your team gains hours a week. Kenny, if your support people regain even a couple of hours a day on actual support work, what does that mean for your throughput?
- Kenny Lockhart NoneHonestly, we'd handle more tickets. We're backlogged right now. But I can't put a number on it today.
- Nell Ashcombe NoneFair enough. I'll send you the full proposal. You can read through and we'll chat next week if you have questions.
- Moira Sinclair NoneOK, thanks.
- Nell Ashcombe NoneI'll get that over today. Anything else?
- Kenny Lockhart NoneI think that covers it. Cheers, Nell.
- Nell Ashcombe NoneCheers. Speak soon.