Inchcolm Drinks / BB-Demo – Discovery
Callcompleted
Inchcolm Drinks: documents · 2026-09-07 14:00
Discovery call with Inchcolm Drinks. Customer service and finance both described data scattered across Zendesk, Salesforce and Xero. Tom Ashdown proposed Growth, and both Isla Moncrieff and Gregor Tulloch agreed to move forward.
What was said
What this says
Current to 11 Oct 26Discovery call with Inchcolm Drinks. Customer service and finance both described data scattered across Zendesk, Salesforce and Xero. Tom Ashdown proposed Growth, and both Isla Moncrieff and Gregor Tulloch agreed to move forward.
What happened: On 7 Sep 2026 Tom Ashdown met Isla Moncrieff and Gregor Tulloch. They described three disconnected systems and twenty-three people in customer service, and Tom proposed the Growth tier.
Customer view: Isla said staff dive into three systems on almost every returning-customer call. Gregor said monthly reconciliation of tickets and complaints against invoices is manual and error-prone.
Commercial: Growth fits their ask for dashboards and eight connectors, with implementation of eight weeks. The fixed fee was not stated and Tom promised to confirm it in a follow-up with the proposal.
Watch: Both agreed to a scoping call, but the date was only given as a couple of weeks out. The evidence does not show whether it happened or what the proposal contains.
Themes
Current to 9 Oct 26Theme
Growth tier discovery
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to book a scoping call with both teams to confirm systems and data cleanup.
- Tom Ashdown to send the questionnaire to Isla Moncrieff and Gregor Tulloch.
- Tom Ashdown to send a proposal with the numbers so Gregor can discuss budget.
Risks
Current to 9 Oct 26- The implementation fee and subscription price have not been stated, and Gregor Tulloch still needs to discuss budget with his team.
- The scoping call had no fixed date, so momentum depends on BB-Demo following up promptly.
Opportunities
Current to 9 Oct 26- A Growth subscription covering Zendesk, Salesforce and Xero, with dashboards for resolution time and repeat callers.
- Finance use cases such as customer lifetime value by product line could widen adoption beyond customer service.
Transcript
Tom Ashdown NoneRight, good afternoon Isla, Gregor, thanks so much for making time. How's your week been?
Isla Moncrieff NoneNot bad, thanks Tom. Bit hectic with the summer finishing up, but can't complain.- Tom Ashdown NoneYeah, tell me about it. Gregor, how are things with you?
Gregor Tulloch NoneGood, looking forward to hearing what you've got for us.- Tom Ashdown NoneBrilliant. Quick bit of housekeeping, can you both hear me okay? No echo or anything?
- Isla Moncrieff NoneSound good from here.
- Gregor Tulloch NoneAll clear, yeah.
- Tom Ashdown NonePerfect. So, Isla, when we spoke before you mentioned your teams are juggling customer data from several different systems. Is that still the main pain point?
- Isla Moncrieff NoneYeah, absolutely. We've got customer service ticketing in Zendesk, our CRM is Salesforce, and then finance is working out of Xero. We're missing the connective tissue. When a customer calls about an order or a complaint, we're diving into three different systems just to see what's happened.
- Tom Ashdown NoneMm, that's frustrating. And that happens pretty often then?
- Isla Moncrieff NonePretty much every call if it's a returning customer or there's any sort of issue.
- Tom Ashdown NoneRight. How many people are we talking about in customer service?
- Isla Moncrieff NoneTwenty-three, so not huge, but the lost time stacks up pretty quickly.
- Tom Ashdown NoneYeah, for sure. Gregor, from your side, what's the knock-on effect for finance when you've got data scattered like that?
- Gregor Tulloch NoneWell, it's the monthly reconciliation that really gets us. We're tying support tickets and complaints back to invoices manually, checking what actually happened. It's time-consuming and we make mistakes.
- Tom Ashdown NoneYeah, that's exactly what the brain is designed to solve. It pulls everything together into one queryable layer on top of your existing systems, Zendesk, Salesforce, Xero, so you get one source of truth without replacing anything or moving data around. I'm thinking Growth is probably the right tier for you. Built for a couple of teams, gives you dashboards, and we do quarterly check-ins.
- Isla Moncrieff NoneDashboards would be really useful, actually. We've talked about tracking resolution time, repeat callers. Is that something we could build?
- Tom Ashdown NoneAbsolutely, yeah. That's standard for Growth customers. So Growth gives you eight connectors, Zendesk, Salesforce, Xero, call recordings, emails, product usage. Really join the dots.
- Gregor Tulloch NoneEight connectors is plenty for us. What's the implementation look like?
- Tom Ashdown NoneFor Growth it's typically eight weeks. We embed with your team to make sure the connectors are set up right and everyone knows what they're doing. Fixed implementation fee, which I'll confirm, but I'll run through that in a follow-up. No drama.
- Isla Moncrieff NoneDo we need to worry about data security? We don't hold sensitive data, but I want to be sure this isn't a compliance headache.
- Tom Ashdown NoneGood question. The whole thing runs inside your own Snowflake account, so data stays with you. Your IT team usually finds that reassuring. We host the connectors inside your infrastructure, but the data remains yours completely.
- Isla Moncrieff NoneThat sounds right, yeah.
- Tom Ashdown NoneGood. So, what would success look like in month one? What would you want to ask the brain first?
- Gregor Tulloch NoneCustomer lifetime value by product line would be first. And which customers are highest maintenance in terms of support load.
- Isla Moncrieff NoneFor us it's identifying repeat problem callers and what's driving the issues. Same product, same account type, same reason they're calling. That kind of thing.
- Tom Ashdown NoneSo you'd go from 'oh no, not them again' to 'right, I know exactly what they need'. That's a natural one. Okay, next step, I'd like to get your teams in a scoping call. Work through which systems we're hooking up, any data cleanup needed. Are you both happy to move forward?
- Isla Moncrieff NoneYeah, we'd like to.
- Gregor Tulloch NoneYes, let's do it.
- Tom Ashdown NoneBrilliant. I'll get something in the diary for a couple of weeks from now. I'll send you both a questionnaire, takes about ten minutes, and then I'll get you a proposal with the numbers so Gregor can chat with his team about budget. Sound good?
- Isla Moncrieff NonePerfect.
- Gregor Tulloch NoneThat works for us.
- Tom Ashdown NoneBrilliant. Thanks both. Cheers.
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