Sloane Kittery Software / BB-Demo – Discovery
Callcompleted
Sloane Kittery Software: documents · 2026-07-29 17:15
Jordan Pike held a discovery call with Nate Feldman at Sloane Kittery Software. Nate described customer health data scattered across three systems and asked for a proposal. Jordan pitched Starter but gave no price.
What was said
What this says
Current to 12 Oct 26Jordan Pike held a discovery call with Nate Feldman at Sloane Kittery Software. Nate described customer health data scattered across three systems and asked for a proposal. Jordan pitched Starter but gave no price.
What happened: On the 29 Jul 2026 discovery call, Nate described a team of three customer success managers covering about eighty customers. Their health data sits in usage, ticket and HubSpot systems.
Customer view: Nate said problems are often seen too late and that he lacks visibility into adoption. He confirmed they have Snowflake and asked for the next step.
Commercial: Jordan pitched Starter with four connectors and a four-week implementation, but did not quote a price. He promised a proposal by the end of that week.
Watch: The evidence does not show whether the proposal was sent. Four connectors may be tight if NPS is a separate source.
Themes
Current to 9 Oct 26Theme
Customer health visibility
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- Jordan Pike to confirm the proposal with Starter pricing and a four-week implementation plan has been sent to Nate.
- Jordan to offer Nate a demo or deeper scoping call once he has reviewed the proposal.
Risks
Current to 9 Oct 26- No price was given on the call, so the proposal is the first time Nate sees a figure.
- The evidence does not show whether the proposal promised for the end of that week was sent.
Opportunities
Current to 9 Oct 26- Nate has a clear pain in customer health visibility across usage, tickets and HubSpot, which fits a Starter subscription.
- If NPS or other sources need connecting beyond four, Growth with eight connectors could be the better fit.
Transcript
Jordan Pike NoneNate, hi. Thanks for staying on late. Quick agenda, I want to understand what Sloane Kittery's doing with customer data, talk about how the brain could help, and we'll figure out a next step. Twenty minutes or so? Sound good?
Nate Feldman NoneSure, let's do it.- Jordan Pike NoneAudio okay?
- Nate Feldman NoneYep, good.
- Jordan Pike NoneGreat. So, Nate, walk me through your customer success operation. You mentioned there's friction between customer interactions and the actual business data you need to understand what's happening.
- Nate Feldman NoneRight. So we sell grant-management software to foundations and universities. Customer success is about helping them get value. I've got a team of three customer success managers, and we're trying to track customer health: usage, support tickets, NPS, that kind of thing, but it's scattered. Usage is in one system, we're getting tickets in another, and we're in HubSpot for our CRM. To know how a customer is really doing, I'm pulling from three places.
- Jordan Pike NoneHow many customers are you managing?
- Nate Feldman NoneAbout eighty at this point.
- Jordan Pike NoneAnd is there a pattern? Like, do you lose customers you should have saved? Can you spot the warning signs early?
- Nate Feldman NoneThat's the thing. By the time we see a problem, it's often too late. We don't have great visibility into product adoption. I wish I could see at a glance which customers are at risk.
- Jordan Pike NoneThat's a really common problem. Here's what the brain does: it connects your product usage data, HubSpot, support tickets, anything else, and gives you one place to search and ask questions. So instead of guessing, you'd see exactly which customers are disengaging and why.
- Nate Feldman NoneThat sounds useful. What tier would we be looking at?
- Jordan Pike NoneStarter is perfect for you. It's built for one team, your CS team in this case, or maybe one small department. You get four connectors, so product usage, HubSpot, support tickets, maybe email. Search, chat, simple dashboards. And you get six-monthly check-ins with us to make sure you're getting value.
- Nate Feldman NoneWhat does Starter cost?
- Jordan Pike NoneI'll confirm the exact number, but it's a fixed annual subscription plus implementation. I can send you pricing once I make sure I've got your scope right. Usually for Starter it's a pretty straightforward setup, four weeks, tops.
- Nate Feldman NoneAnd everything stays inside our cloud?
- Jordan Pike NoneYep. Runs in your Snowflake account, or if you don't have Snowflake we can talk about other options. But the principle is your data stays yours, fully governed, fully audited.
- Nate Feldman NoneWe do have Snowflake actually. Good. How long is implementation?
- Jordan Pike NoneFor Starter it's four weeks typically. We connect your systems, do some initial dashboards, train your team. By the end you're up and running independently.
- Nate Feldman NoneWhat kind of dashboards are we talking about?
- Jordan Pike NoneCustomer health dashboards are typical: usage trends, support tickets by customer, NPS trending, things like that. Nothing too fancy, but it gives you at-a-glance visibility into who's doing well and who needs attention.
- Nate Feldman NoneThat would be helpful. And after implementation, what's the support like?
- Jordan Pike NoneOn Starter you get a six-monthly check-in with us, so we're making sure you're getting value and the system is working. If there's a technical issue, you can always reach out.
- Nate Feldman NoneOkay. So what's the next step?
- Jordan Pike NoneI'd like to send you a proposal: pricing, implementation timeline, all that. Once you've looked at it, we can schedule a demo or a deeper scoping call. How does that sound?
- Nate Feldman NoneThat works. Send it over.
- Jordan Pike NoneWill do. I'll get that to you by end of week. If you have questions before then, just reach out. Thanks, Nate.
- Nate Feldman NoneThanks, Jordan. Talk soon.
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