Orrell Heys Housing / BB-Demo – Demo
Callcompleted
Orrell Heys Housing: documents · 2026-09-14 13:15
Karen Unsworth saw a Starter demo on 14 Sep 2026 and was quoted twenty-eight thousand all-in for year one. She wants an IT colleague to check system access and asked for a follow-up call in the following month.
What was said
What this says
Current to 11 Oct 26Karen Unsworth saw a Starter demo on 14 Sep 2026 and was quoted twenty-eight thousand all-in for year one. She wants an IT colleague to check system access and asked for a follow-up call in the following month.
What happened: Harvey Doyle and Hannah Lowe demoed the brain to Karen Unsworth on 14 Sep 2026. Karen said her team spends hours pulling resident calls, emails and tickets together by hand.
Customer view: Karen said the insight team is four people but about fifteen across the company would ask questions. She asked about year two and was told the subscription renews at list price, with no figure given.
Commercial: Harvey pitched Starter, with up to fifteen users and four connectors, at twenty-eight thousand all-in for the first year. The call gives no split between implementation and subscription.
Watch: Karen needs an IT colleague to confirm access to her systems before going further. She asked for the follow-up call early the following month; the evidence does not show it was booked or held.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Harvey Doyle to send Karen Unsworth the summary and the list of what BB-Demo needs from Orrell Heys Housing.
- Harvey Doyle to confirm the follow-up call date with Karen Unsworth.
- Karen Unsworth to check system access with her IT colleague.
Risks
Current to 9 Oct 26- Karen's IT colleague must agree system access, and the evidence does not show that check has happened.
- The follow-up call date was left loose, and the evidence does not show it was booked or held.
- Year two was described only as list price, which may surprise a buyer who heard one first-year figure.
Opportunities
Current to 9 Oct 26- Starter at fifteen users and four connectors fits the stated need, with a finance system as the fourth connector.
- Growth in users beyond fifteen could be met with the additional 10 users add-on or a move to Growth.
Transcript
Harvey Doyle NoneGood afternoon, Karen. How are you? Thanks so much for dialling in. We've got Hannah here, our Solutions Engineer, she'll walk us through how the brain sits with your data today.
Karen Unsworth NoneLovely. Yes, thanks Harvey, thanks Hannah. We're keen to see how this works with our systems.
Hannah Lowe NoneGreat. Karen, before we dive in, I wanted to check: what would be most useful for you to see today? Are there specific insights your customer-insight team is trying to get at?- Karen Unsworth NoneSo we've got calls coming in from residents, emails, ticket data, the usual. Right now we're manually pulling it all together to spot patterns. It takes hours.
- Hannah Lowe NoneThat's exactly what the brain solves. To be precise, you connect those sources, Zendesk, your phone system, email: and instead of moving between four tabs, you ask the brain a question and get the answer straight back.
- Karen Unsworth NoneRight. And it sits inside our own Snowflake?
- Hannah Lowe NoneYes. We run the queries, we store the indexes in your Snowflake account. Your team has full control and visibility. Let me show you.
- Hannah Lowe NoneI'm going to pull up a demo environment. You'll see the search bar on the left, that's where you'd ask the brain a question. Let me try: 'Show me calls this month about maintenance issues.' You'd see results ranked by relevance, full transcripts, the customer details linked to your CRM.
- Karen Unsworth NoneThat's clean. How quick is it?
- Hannah Lowe NoneSubsecond, usually. The data refreshes nightly; by 07:00 each morning you've got the latest calls, emails, tickets indexed and queryable.
- Harvey Doyle NoneAnd for your team size, you mentioned how many people would be using this?
- Karen Unsworth NoneThe insight team is four of us, but we'd want researchers and managers to be able to ask questions too. Maybe fifteen across the company?
- Harvey Doyle NonePerfect. That fits neatly into Starter, which lets up to fifteen users, and you'd have four data connectors included. So Zendesk, your calls, email, and one more, say your finance system if you wanted to cross-check customer spend.
- Karen Unsworth NoneOkay. And what's the cost?
- Harvey Doyle NoneWe'd be looking at twenty-eight thousand all-in for the first year. That's the implementation: getting your connectors live, training your team, and the annual subscription for Starter.
- Karen Unsworth NoneAnd year two?
- Harvey Doyle NoneYou renew the subscription at list price. Implementation's a one-off. We can talk through the detail, but that's the shape of it.
- Hannah Lowe NoneHappy to walk through the setup process as well. The short answer is: we configure your connectors, you do a data handshake, and we're live. The longer answer is that we'll need a little information from you: credentials for each system, which tables or APIs to pull from, and we'll do the rest.
- Karen Unsworth NoneHow long does that take?
- Hannah Lowe NoneStarter implementation is typically four weeks. We commit to having your connectors live and the brain answering questions by the end of week four.
- Karen Unsworth NoneAnd if something breaks? A connector stops working?
- Hannah Lowe NoneYou'd raise a ticket with us. We aim to respond within four business hours on Starter. If a connector stops syncing, which usually means something changed on the source system, we'll diagnose and fix it. You'd see the connector status in your dashboard.
- Harvey Doyle NoneSo where does this land for you both? Are we moving to a next step?
- Karen Unsworth NoneI think so. I'd like to run this by a colleague in IT to check we can open up access to our systems. Can I follow up with you?
- Harvey Doyle NoneAbsolutely. I'll send a summary and a list of what we'll need from you. Let's pencil in another call for, would mid-September work?
- Karen Unsworth NoneYeah, early October would be better.
- Harvey Doyle NoneDone. I'll send a calendar invite. Cheers, Karen.
- Karen Unsworth NoneThanks, both of you.