Marchbank Couriers / BB-Demo – Discovery
Callcompleted
Marchbank Couriers: documents · 2023-07-10 16:00
Lorna Wishart's four-person customer services team stitches together a helpdesk, CRM and tracking system by hand. Tom Ashdown pitched Starter, gave a verbal ballpark, and agreed to set up a demo.
What was said
What this says
Current to 11 Oct 26Lorna Wishart's four-person customer services team stitches together a helpdesk, CRM and tracking system by hand. Tom Ashdown pitched Starter, gave a verbal ballpark, and agreed to set up a demo.
What happened: Tom Ashdown ran a discovery call with Lorna Wishart, Customer Services Manager, on 10 Jul 2023. Her team of about four uses a helpdesk, a CRM and a tracking system.
Customer view: Lorna said she jumps between all three systems for every parcel query, which keeps the customer waiting. She was not sure whether Marchbank Couriers uses Snowflake.
Commercial: Tom pointed to the Starter tier with a four-week implementation and gave a verbal ballpark of £26k all in. No proposal was issued on this call.
Watch: The evidence does not show who holds budget or would sign. A demo was to be put in the diary for August.
Themes
Current to 9 Oct 26Theme
Fragmented customer services systems
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to send Lorna the demo options after the call.
- Tom Ashdown to book a demo on Marchbank's own data for August.
Risks
Current to 9 Oct 26- Lorna was unsure whether Marchbank Couriers uses Snowflake, so warehouse setup may widen the implementation.
- The evidence does not show who holds budget or would sign the order form.
- A verbal ballpark was given before any proposal, so the price is not yet set on paper.
Opportunities
Current to 9 Oct 26- A team of about four with one team and up to 15 users fits the Starter tier.
- Three named sources (helpdesk, CRM, tracking data) give a clear first connector scope.
Transcript
Tom Ashdown NoneHi Lorna, thanks for taking the time. How's your week been?
Lorna Wishart NoneNot bad, not bad. You know how it is in courier: it's just go, go, go. But I'm keen to hear about what BB-Demo does.- Tom Ashdown NoneBrilliant. So, before I dive in, can you tell me a bit about the customer services side of Marchbank? What does your team do?
- Lorna Wishart NoneWe handle customer inquiries: tracking, delivery issues, billing queries, that sort of thing. We've got about four of us in the team, and we use a few different systems to do it. It's a bit fragmented, to be honest.
- Tom Ashdown NoneFragmented how?
- Lorna Wishart NoneWell, we've got the helpdesk where customers log tickets. We've got a CRM with client information. And then we've got the tracking system. If a customer rings up about a parcel, I'm jumping between all three to get the full picture. It's painful.
- Tom Ashdown NoneYeah, I've seen that a lot. So you're stitching things together manually every time someone calls in?
- Lorna Wishart NoneExactly. And it's slow. By the time I've pulled everything together, I've kept the customer waiting.
- Tom Ashdown NoneThat's where we come in. BB-Demo sits inside your Snowflake, you do use Snowflake, yeah?
- Lorna Wishart NoneI'm not sure, to be honest. Is that something we'd need?
- Tom Ashdown NoneNot necessarily, I mean, if you don't have it already, we can set up your data warehouse as part of the implementation. But basically, BB-Demo creates an AI layer that connects all those systems: the helpdesk, the CRM, the tracking data, and lets your team ask questions instead of clicking around.
- Lorna Wishart NoneAsk questions how?
- Tom Ashdown NoneLike, you could search for a customer by name and see every interaction you've had, every order, delivery status, all in one place. Or you could ask the brain to show you repeat issues. The team can search, chat with it, or look at dashboards you've set up.
- Lorna Wishart NoneThat would definitely make my life easier. How does it work with our data?
- Tom Ashdown NoneSo we'd connect to your systems: your helpdesk, your CRM, your tracking system, and pull the data into a central place. We call them connectors. Then the brain queries that data. Nothing gets exposed to BB-Demo; it all stays inside your infrastructure.
- Lorna Wishart NoneThat's good. And it's all automated?
- Tom Ashdown NonePretty much. Once we've set up the connectors, the data refreshes nightly. Your team just needs to know how to ask questions, that's where training comes in.
- Lorna Wishart NoneHow long does the setup take?
- Tom Ashdown NoneFor something your size, probably four weeks. We'd assign an implementation consultant to walk through everything with you.
- Lorna Wishart NoneAnd the cost? Rough ballpark?
- Tom Ashdown NoneSo we've got a few options depending on what you need. For your team, one team, up to 15 users, you'd probably fit on our Starter tier. That's the subscription side. Then there's a one-off implementation fee to get everything connected.
- Lorna Wishart NoneHow much would we be looking at?
- Tom Ashdown NoneLet me get you a proper proposal, but we're talking somewhere in the region of twenty-five thousand five hundred all in. But I want to have a proper conversation about what you actually need before I throw numbers at you. That's why I wanted to do a demo next, show you what it looks like with your data.
- Lorna Wishart NoneThat makes sense. When would that be?
- Tom Ashdown NoneLet's get something in the diary for August. That gives us a bit of time to prepare. I'll send you a few options after this.
- Lorna Wishart NoneYeah, that works. Thanks Tom, this has been really helpful.
- Tom Ashdown NoneNo drama. I'll send you the demo options and we'll go from there. Cheers, Lorna.
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