Marchbank Couriers / BB-Demo – Proposal
Callcompleted
Marchbank Couriers: documents · 2023-09-11 16:45
Tom Ashdown walked Derek Imrie through the Starter proposal on 11 Sep 2023. Derek said he would move forward if Lorna Wishart was happy, and Lorna said she was convinced. An order form was to follow.
What was said
What this says
Current to 11 Oct 26Tom Ashdown walked Derek Imrie through the Starter proposal on 11 Sep 2023. Derek said he would move forward if Lorna Wishart was happy, and Lorna said she was convinced. An order form was to follow.
What happened: Tom pitched one place for three systems to speed up customer service answers. He quoted a one-off implementation of six thousand and a subscription of nineteen thousand five hundred.
Customer view: Derek wanted to know the value and the commitment, and asked how they could get out. Lorna said the gain was answer quality as well as speed, and Derek liked that the data stays in their Snowflake.
Commercial: Both agreed to proceed, and Tom promised a formal proposal with an order form by end of week. The evidence does not show a signed order form from this call.
Watch: Tom said Starter response time is usually a business day, which is looser than the Starter P1 first response of 4 business hours. The 30 minutes a day payback was illustrative, not a measured figure.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to send the formal proposal with an order form by end of week.
- Tom to involve Pamela Lyall on the finance side for any questions.
- Implementation team to reach out once the order form is signed.
Risks
Current to 9 Oct 26- Tom described Starter response as usually a business day, which is looser than the Starter P1 first response of 4 business hours.
- Derek asked how to exit, and the value case rests on an illustrative time saving that nobody measured.
- Tom called the November go-live tight but doable.
Opportunities
Current to 9 Oct 26- Lorna's team, which looks up information across three systems, is a clear first use case for the Starter tier.
- Quality of answers, not only speed, gives a value story to build into later check-ins.
Transcript
Tom Ashdown NoneDerek, thanks for joining. Lorna's filled you in a bit, I reckon? I wanted to walk you through the proposal.
Derek Imrie NoneYeah, Lorna mentioned the brain thing. I'm keen to understand how it delivers value and what the commitment is.- Tom Ashdown NoneTotally fair. So the pitch is simple, your customer services team spend a lot of time looking up information across three different systems. BB-Demo puts all that in one place, so they answer customer calls faster and better.
- Derek Imrie NoneAnd the cost?
- Tom Ashdown NoneSo we've got two numbers. The implementation is a one-off six thousand. Then the annual subscription is nineteen thousand five hundred. Total for the first year, all-in, is about twenty-five thousand five hundred.
- Derek Imrie NoneAnd what does that get us?
- Tom Ashdown NoneOn the software side: up to 15 users, search and chat with your data, custom dashboards. On implementation, four weeks to connect everything, get it tested and trained. Then ongoing, nightly data refresh and six-monthly check-ins.
- Derek Imrie NoneWhat's your typical payback?
- Tom Ashdown NoneDepends on your team, but usually you see it pretty quickly in customer service. If it saves Lorna's team 30 minutes a day because they're not jumping between systems, that's material.
Lorna Wishart NoneYeah, and honestly, it's not just speed, it's quality. We'll give better answers because we've got the full picture.- Derek Imrie NoneFair point. What happens if it doesn't work out? Can we get out?
- Tom Ashdown NoneThe contract's for a year, so you'd see us through to the renewal. If it's not working, we'd have a conversation about whether to carry on. But I'm confident you'll see value. The implementation team will make sure you're set up for success.
- Derek Imrie NoneWhat's the timeline?
- Tom Ashdown NoneIf we sign an order form now, we could kick off implementation in early October. Four weeks from go-live, you're live.
- Derek Imrie NoneSo we'd be going in November?
- Tom Ashdown NoneThat's the idea, yeah. Gives us time over the next few weeks to get all your systems talking to us. It's a bit tight but doable.
- Derek Imrie NoneAnd support, what does that look like?
- Tom Ashdown NoneWith Starter you get check-ins twice a year. If something breaks, you contact us and we fix it. Response time is usually a business day.
- Derek Imrie NoneOkay. And the data, you're not storing it, Lorna said?
- Tom Ashdown NoneCorrect. Everything runs inside your Snowflake. We don't see your customer data. That's by design.
- Derek Imrie NoneI like that. From my side: if Lorna's happy and this solves the problem, I'm good to move forward.
- Lorna Wishart NoneYeah, I'm convinced. Let's do it.
- Tom Ashdown NoneBrilliant. So what I'll do is send you a formal proposal with an order form. We'll get Pamela involved on the finance side if there are any questions. Then once it's signed, I'll get our implementation team to reach out.
- Derek Imrie NoneCheers, Tom. Let's get that paperwork over.
- Tom Ashdown NoneWill do. I'll send it by end of week. Cheers, Derek, Lorna.