Pelham Rowe Insurance Brokers / BB-Demo – Discovery
Callcompleted
Pelham Rowe Insurance Brokers: documents · 2023-11-06 16:00
Naomi Fordham described daily manual stitching across Salesforce, email, Teams and a claims helpdesk. Tom Ashdown quoted four to five weeks and twenty-eight thousand all-in. A demo is pencilled for early next year.
What was said
What this says
Current to 11 Oct 26Naomi Fordham described daily manual stitching across Salesforce, email, Teams and a claims helpdesk. Tom Ashdown quoted four to five weeks and twenty-eight thousand all-in. A demo is pencilled for early next year.
What happened: Tom opened discovery with Naomi, Head of Operations. She named Salesforce, email, Microsoft Teams and a helpdesk for claims.
Customer view: The pain is jumping between systems dozens of times a day, which she says slows claims. She wants to understand implementation disruption and set-up time.
Commercial: Tom quoted a fixed twenty-eight thousand all-in and four to five weeks, but named no tier. The subscription price was deferred to after a demo.
Watch: Naomi was the only customer on the call, and the evidence does not show who else would decide. Her demo timing is tentative until she checks her calendar.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to email Naomi Fordham a couple of demo dates.
- Naomi to check her calendar and confirm a date in early next year.
- Arrange a solutions engineer to build the connectors for the demo.
Risks
Current to 9 Oct 26- Naomi's concern about implementation disruption is unanswered beyond the quoted duration.
- Only one customer contact took part, so the buying group and decision-maker are not shown.
Opportunities
Current to 9 Oct 26- A shared pain across Salesforce, email, Teams and the claims helpdesk matches the brain's one-place search.
- A demo on Pelham Rowe's own data could show faster claims turnaround.
Transcript
Tom Ashdown NoneHi Naomi, thanks for picking up. How's your week been going?
Naomi Fordham NoneGood, thanks Tom. Busy as usual, a couple of motor renewals came through, so it's been a bit hectic.- Tom Ashdown NoneYeah, I can imagine. Well, I'm glad we could find time today. So, just to set the scene: we're BB-Demo, we build a data layer that sits on top of your systems and makes it really easy to query everything in one place. CRM, calls, emails, whatever you've got.
- Naomi Fordham NoneRight, okay. So it's kind of like a search tool?
- Tom Ashdown NoneA bit, yeah, but it goes further. You can ask questions, build dashboards, pull reports. The idea is you stop toggling between systems. So, tell me a bit about what you're using now for customer data?
- Naomi Fordham NoneWe're on Salesforce. Most of our customer stuff sits there. But we also have email, Microsoft Teams for a lot of back-and-forth, and a helpdesk system for claims.
- Tom Ashdown NoneOkay, so you're managing quite a few systems already. What's the pain point there: is it jumping between them, or something else?
- Naomi Fordham NoneHonestly, it's mostly the jumping around. When we're trying to get a full picture of a customer: like, their claim history, their emails, what our team's said to them, we're pulling from three or four different places and manually stitching it together. It's slow and error-prone.
- Tom Ashdown NoneThat's exactly what we see. And how often is that happening? Like, daily thing?
- Naomi Fordham NoneYeah, daily. Every customer interaction really. Dozens of times a day across the team.
- Tom Ashdown NoneRight. And is that something the team are complaining about, or, ?
- Naomi Fordham NoneOh, absolutely. It's tedious, and I think it affects our speed. If we could get that in one place, we'd turn around claims faster, for sure.
- Tom Ashdown NoneThat makes sense. So speed and accuracy are the main things. If we could show you a way to search all of that in one place, Salesforce, email, the helpdesk, would that be interesting to you?
- Naomi Fordham NoneYeah, definitely. I'd want to understand the implementation, obviously, how much disruption there is, how long it takes to set up.
- Tom Ashdown NoneFair question. So we're pretty slick at that. For an outfit your size, we're typically looking at four to five weeks of implementation. And it's a fixed cost: twenty-eight thousand all-in, including setup and initial training.
- Naomi Fordham NoneRight. And then ongoing?
- Tom Ashdown NoneAnnual subscription. We can get into the details of that once we've done a proper demo and you've seen what it looks like with your data.
- Naomi Fordham NoneYeah, that makes sense. When could we do a demo?
- Tom Ashdown NoneHow does early next year look for you? We'd need to get one of our solutions engineers involved, they take your actual data and build out the connectors so you see something real.
- Naomi Fordham NoneYeah, early next year is fine. Let me check the calendar and come back to you.
- Tom Ashdown NoneBrilliant. I'll send you a couple of dates and you can let me know what works. Is email best?
- Naomi Fordham NoneYeah, that's easiest.
- Tom Ashdown NoneNo drama. Cheers, Naomi. Speak soon.