Orrell Heys Housing / BB-Demo – Discovery
Callcompleted
Orrell Heys Housing: documents · 2026-08-10 10:00
In the 10 Aug 2026 discovery call, Karen Unsworth described manual reconciliation across scattered systems. She sees the fit but must win over her managing director and has not confirmed a Snowflake account.
What was said
What this says
Current to 11 Oct 26In the 10 Aug 2026 discovery call, Karen Unsworth described manual reconciliation across scattered systems. She sees the fit but must win over her managing director and has not confirmed a Snowflake account.
What happened: Karen Unsworth leads Customer Insight at Orrell Heys Housing with one other person. Her team pulls CRM data, call logs and contact centre spreadsheets and reconciles them by hand.
Customer view: She can see why the brain would help but said the challenge is buy-in from the business. She could not yet name success measures beyond complaint response time and repair costs.
Commercial: Sophie Ling positioned Starter at £28,000 all-in, covering implementation and the first year of subscription. Sophie also described a 30-day termination clause, which the evidence does not confirm as a contract term.
Watch: Karen was unsure whether the company has a Snowflake account, and the brain runs inside the customer's own. The managing director, IT and finance were all named as people to involve.
Themes
Current to 9 Oct 26Theme
Starter discovery, manual reconciliation
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Sophie Ling sends the follow-up email with questions and proposed next steps.
- Karen Unsworth confirms whether a Snowflake account exists and introduces the managing director, IT and finance.
- Sophie Ling books the deeper follow-up call; the evidence does not show whether it took place.
Risks
Current to 9 Oct 26- Karen is unsure whether the organisation has a Snowflake account, which the brain needs.
- Success measures are undefined, so the managing director's value question is unanswered.
- The 30-day termination clause Sophie mentioned is not confirmed by any contract in the evidence.
Opportunities
Current to 9 Oct 26- A two-person insight team with scattered data is a clear Starter fit.
- A proposal built on the managing director's own success metrics could answer the value question.
Transcript
Sophie Ling NoneHi Karen, thanks for taking the time. How's your week?
Karen Unsworth NoneHi Sophie. Yeah, good thanks. Looking forward to learning about this.- Sophie Ling NoneGreat. So you're the Head of Customer Insight?
- Karen Unsworth NoneI am. We're a housing association, and my team manages a lot of information about our customers: complaints, calls, satisfaction surveys, that sort of thing. Currently it's scattered across a few systems and lots of spreadsheets.
- Sophie Ling NoneRight. What's your team size?
- Karen Unsworth NoneSmall. It's me and one other person at the moment. We cover a fairly large area: many homes: and we're trying to understand what our customers want, what's breaking, where we need to improve.
- Sophie Ling NoneAnd how are you doing that now?
- Karen Unsworth NoneMostly manually, to be honest. We pull data from our CRM, export call logs, get spreadsheets from our contact centre. Then we're... reconciling, comparing, trying to find patterns. It takes ages.
- Sophie Ling NoneThat sounds like exactly the problem we solve. So the brain would sit in your Snowflake account and let you ask questions across all that data, no more exporting and merging.
- Karen Unsworth NoneSnowflake? Do we have one?
- Sophie Ling NoneDo you?
- Karen Unsworth NoneI think we might. Let me be honest, I'm not close to the infrastructure side. But I know we're looking at data warehousing. Let me find out for sure.
- Sophie Ling NoneThat would be helpful. The brain runs inside your Snowflake account, so if you don't have one yet, that's a conversation to have. But you could stand one up.
- Karen Unsworth NoneOkay. What would we actually be able to do with it?
- Sophie Ling NoneThings like: "How many complaint calls did we get last month?" "What's the trend in complaints by region?" "Which types of repair requests are taking longest?" You'd type a question, get an answer in seconds. No more manual work.
- Karen Unsworth NoneRight, and it learns from our data as we connect systems?
- Sophie Ling NoneExactly. You tell us which systems to connect: your CRM, call recorder, surveys, whatever, and we set up connectors. The brain indexes that data and you can ask questions against it. It updates nightly, so you're always working with fresh data from yesterday onwards.
- Karen Unsworth NoneHow long would it take to get running?
- Sophie Ling NoneFor Starter, which would be right for your team, implementation is a few weeks. We handle the technical setup, your team gets trained, and then you're asking questions.
- Karen Unsworth NoneAnd the cost?
- Sophie Ling NoneThe Starter deal is 28,000 all-in. That covers implementation and your first year of subscription. You get a licence for your team, you can connect several systems, and search and chat. It's designed for smaller teams like yours.
- Karen Unsworth NoneThat's 28,000 total?
- Sophie Ling NoneYes. And after that first year, it's just the annual subscription to continue. Comes with support, nightly data updates, and we do check-ins to make sure it's delivering for you.
- Karen Unsworth NoneOkay. What happens if we decide it's not for us?
- Sophie Ling NoneWe'd have a 30-day termination clause in the contract. So you could exit. But honestly, most teams see value quite quickly once they start asking questions. It changes how they work.
- Karen Unsworth NoneI can see why it would help us. The challenge for me is getting buy-in from the business. My managing director wants to know if this actually saves us money or helps us serve customers better.
- Sophie Ling NoneThat's fair. How would you measure it? What would success look like for you?
- Karen Unsworth NoneI don't know yet. Maybe response time to complaints? Or understanding which issues are costing us the most to fix? I'd have to think about it.
- Sophie Ling NoneGood. Here's what I'd suggest: we do a bit more discovery with your team, talk to your managing director, understand what metrics matter to your business. Then we put together a proposal that's based on that, not just features. Does that sound right?
- Karen Unsworth NoneYeah, that sounds much better.
- Sophie Ling NoneBrilliant. Who else should we talk to? Your managing director, obviously. Anyone else?
- Karen Unsworth NoneProbably our IT person to talk about Snowflake and connecting systems. And maybe our finance team.
- Sophie Ling NonePerfect. I'll draft up a plan and send you some questions to think through with them. Then we can have a follow-up call, maybe in a couple of weeks, where we go deeper and I have a better sense of fit.
- Karen Unsworth NoneThat works for me. How do you usually work with customers from here?
- Sophie Ling NoneWe'd have another couple of calls, talk to your team, then put a proposal in front of you. If it looks good, we get an order form signed and start implementation.
- Karen Unsworth NoneAnd what's the timeline we're looking at?
- Sophie Ling NoneIf you wanted to move forward, from proposal to starting implementation is usually a few weeks. Then implementation itself is a similar timeframe. So we could be going by end of the quarter if things move.
- Karen Unsworth NoneThat feels reasonable. I'll get you those introductions and we can take it from there.
- Sophie Ling NonePerfect, Karen. I'll send a follow-up email with the questions and my proposed next steps. Looking forward to working with you.
- Karen Unsworth NoneCheers, Sophie.
- Sophie Ling NoneCheers.
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