Marchbank Couriers / BB-Demo – Demo
Callcompleted
Marchbank Couriers: documents · 2023-08-10 09:15
Tobias Renwick demoed the brain to Lorna Wishart on 10 Aug 2023. Tom Ashdown quoted 25,500 for implementation and first year on Starter, and Lorna agreed to send her setup so a proposal can follow.
What was said
What this says
Current to 11 Oct 26Tobias Renwick demoed the brain to Lorna Wishart on 10 Aug 2023. Tom Ashdown quoted 25,500 for implementation and first year on Starter, and Lorna agreed to send her setup so a proposal can follow.
What happened: Tom Ashdown and Tobias Renwick, CTO, demoed the brain to Lorna Wishart on 10 Aug 2023. Tobias covered plain-English questions, nightly connectors inside Marchbank's own Snowflake and the one-day data lag.
Customer view: Lorna said her team spends a lot of time digging through systems for quick answers, and called the idea valuable. She asked about training and connector limits but raised no objection.
Commercial: Tom quoted 25,500 for implementation and the first year on Starter, with six-monthly check-ins. A proposal is the next step, then an order form.
Watch: Lorna is the only customer voice, and the evidence does not show who holds budget or signs.
Themes
Current to 9 Oct 26Theme
Starter demo and proposal
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- Lorna Wishart to send her current systems, headcount and call volume.
- Tom Ashdown to follow up by email and then issue a proposal covering scope, timeline and cost.
Risks
Current to 9 Oct 26- No budget holder or signatory was on the call, so the route to an order form is not shown.
- The one-day data lag was explained as a trade-off and may matter if the team expects live answers.
- Lorna's second implementation contact is only described as one of her team leads.
Opportunities
Current to 9 Oct 26- Lorna sees clear value in replacing manual digging through systems with questions asked of the brain.
- Starter fits one team, with extra connectors available later as an add-on.
Transcript
Tom Ashdown NoneHi Lorna, thanks for joining. How's your week going?
Lorna Wishart NoneHi Tom, hi Tobias. Yeah, it's been busy, but good. Looking forward to seeing what you've built.- Tom Ashdown NoneGreat. So this is Tobias, our CTO. He's going to walk you through the brain, what it does and how it works for customer services. Tobias?
Tobias Renwick NoneHi Lorna. So the brain is a layer you build inside your own Snowflake account. It connects to your existing systems: your helpdesk, CRM, call data, whatever you're using, and lets you ask questions in plain English. No SQL, no exporting CSVs. You just ask and you get an answer.- Lorna Wishart NoneInteresting. So if I wanted to know, I don't know..."how many calls did we handle last week?", I could just ask that?
- Tobias Renwick NoneExactly. You'd type that and in a few seconds you'd have the answer. More than that, you could ask "which hours had the most calls?" or "which team members handled the most complex cases?" The brain indexes your data and searches it.
- Lorna Wishart NoneAnd this lives in our Snowflake?
- Tobias Renwick NoneCompletely. The brain is an application inside your account. We set it up, we train you, and then it's yours to run. If you cancel, it stops, but your data is untouched.
- Lorna Wishart NoneHow does it connect to our systems? We use a couple of platforms for customer data.
- Tom Ashdown NoneThat's a good question. Tobias?
- Tobias Renwick NoneWe set up connectors: either API integrations if your systems support them, or we pull data via exports if needed. Those connectors run on your side and load data nightly into your Snowflake. Your credentials never leave your environment. That's the design, security is built in.
- Lorna Wishart NoneRight. And how many systems can we connect?
- Tobias Renwick NoneStarter comes with several connectors included. So you could connect your helpdesk, your CRM, maybe a call recorder, and other sources. If you need more down the line, that's an add-on.
- Lorna Wishart NoneWhat does Starter actually include?
- Tom Ashdown NoneStarter is the entry tier. The total deal to get live: implementation and your first year, is 25,500. You get a licence for your team, search and chat, and check-ins with us every six months. Implementation takes a few weeks: we'll help you set up the connectors, train your team, and get you running.
- Lorna Wishart NoneAnd after implementation, I can just ask questions whenever I want?
- Tobias Renwick NoneYeah. The team logs in, types a question, and gets an answer. Nightly data refresh means you're always working with data from yesterday and back. There's a lag of one day, which is the trade-off for having accurate, consistent data.
- Lorna Wishart NoneWhat kind of questions would we typically ask?
- Tobias Renwick NoneFor customer services, the ones we see most often: "Show me unresolved calls from this customer." "Which issues are trending?" "How long are calls?" "Which agent handled similar calls last week?" It's usually about finding patterns or quick answers that would take hours to pull from spreadsheets.
- Lorna Wishart NoneThat sounds really useful. We spend a lot of time digging through our systems to answer quick questions. Having something that just... knows, would be valuable.
- Tom Ashdown NoneExactly. And that time saving is where the value comes from. Better, faster decisions.
- Lorna Wishart NoneHow hard is it to learn? Will we need to train people a lot?
- Tobias Renwick NoneThe interface is pretty intuitive if you're used to search. You type a question, you get results. For more complex queries, there's a little bit of a learning curve, but nothing steep. We'll walk your team through the main use cases in a training session, and after that, most people figure it out.
- Lorna Wishart NoneAnd you said check-ins, what does that involve?
- Tom Ashdown NoneDaniel, who's our Customer Success Manager, would touch base with you every six months. Just to make sure things are running smoothly, the team's getting value, and to talk about next steps. No surprises.
- Lorna Wishart NoneOkay, that sounds reasonable. What's the next step?
- Tom Ashdown NoneIf you're interested, we'd do a proposal. That lays out the scope: which systems we're connecting, the timeline, the cost, all of it. You review it, let me know if there are questions, and if it looks good, we get an order form signed.
- Lorna Wishart NoneHow long does the process take? From now to live?
- Tobias Renwick NoneThe implementation takes a few weeks, as I said. From proposal to starting implementation is usually a couple of weeks. So from here to the team being trained and ready to use it is probably around two months or so.
- Lorna Wishart NoneI like the sound of it. What information do you need from us to put together a proposal?
- Tom Ashdown NoneWe'd need to know a bit more about your team: how many people in customer services, what systems you use, and roughly what your call volume looks like. We'd also want to know who we'd be working with on your end, maybe one or two people who'd be the main point of contact for implementation.
- Lorna Wishart NoneI could be one contact, and probably one of my team leads would be the other. I can send you our current setup: what systems we use, headcount, all that.
- Tom Ashdown NonePerfect. Once I have that, I'll put together a proposal and we'll get it to you. You review, and then we can chat about any questions. Sound good?
- Lorna Wishart NoneYeah, that works for me.
- Tom Ashdown NoneGreat. I'll follow up by email later this week. Lorna, thanks for the time. Tobias?
- Tobias Renwick NoneThanks, Lorna. We're excited to work with you if things move forward. Best, Tobias.
- Lorna Wishart NoneCheers, both of you.
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