Aldbourne Hospice Care / BB-Demo – Discovery
Callcompleted
Aldbourne Hospice Care: documents · 2026-03-02 10:30
Fran Whiting, Head of Supporter Care, wants one view of supporters across CRM, donations, email and ticketing. She says budget exists this fiscal year. Sophie Ling positioned Starter at twenty-eight thousand all-in and promised a proposal.
What was said
What this says
Current to 11 Oct 26Fran Whiting, Head of Supporter Care, wants one view of supporters across CRM, donations, email and ticketing. She says budget exists this fiscal year. Sophie Ling positioned Starter at twenty-eight thousand all-in and promised a proposal.
What happened: Sophie Ling ran the discovery call on 2 Mar 2026 with Fran Whiting, Head of Supporter Care. Fran described supporter data scattered across a CRM, a donation platform, email and a ticketing system.
Customer view: Fran said they have budget for this fiscal year and want quicker insight than quarterly reports allow. She raised privacy and compliance once and accepted Sophie's answer.
Commercial: Sophie positioned Starter at twenty-eight thousand all-in, implementation plus the first year. Eight to ten viewers fits Starter's 15 users, but four named systems already match its four-connector limit.
Watch: Fran will take the proposal to her director, who was not on the call. The evidence does not show who holds the budget.
Themes
Current to 9 Oct 26Theme
Supporter data discovery
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- Sophie Ling to send the written proposal with scope and timeline this week.
- Fran Whiting to share the proposal with her director and come back to BB-Demo.
Risks
Current to 9 Oct 26- Sign-off sits with a director who was not on the call and whose role the evidence does not show.
- The four systems named already match Starter's four-connector hard limit, so any further source needs an add-on or Growth.
Opportunities
Current to 9 Oct 26- Starter covers the eight to ten expected users, with a clear path to extra users or connectors later.
- Fran said budget exists this fiscal year and she is keen to start.
Transcript
Sophie Ling NoneMorning, Fran. Thanks for making time this morning. I'd love to understand what you're trying to achieve with supporter data and where the challenges are right now.
Fran Whiting NoneMorning, Sophie. We're trying to get a better handle on our supporter base: who they are, how engaged they are, and where they're dropping off. Right now it's scattered across a few systems and it's hard to see the full picture.- Sophie Ling NoneWalk me through the systems you're using.
- Fran Whiting NoneWe've got a CRM for supporter records, a donation platform for giving, and then email for campaigns. We also have a ticketing system for supporter services, people calling in with questions.
- Sophie Ling NoneSo you're trying to understand the journey from when someone becomes a supporter through to, say, a donation or an engagement.
- Fran Whiting NoneExactly. We want to know which supporters are most engaged, which are at risk of going inactive, and what's driving people to donate or volunteer.
- Sophie Ling NoneAnd who needs this information?
- Fran Whiting NoneOur supporter care team, there's about three of us, and then our director and the leadership team. We do quarterly reports on supporter health and we'd like to get quicker insights without waiting for reports.
- Sophie Ling NoneHow many people are we talking about? The supporter care team and then leadership?
- Fran Whiting NoneSo there's three of us in supporter care, two in operations, and maybe three or four in leadership. So around eight to ten people looking at this on any given month.
- Sophie Ling NoneAnd is this something you're keen to move on soon, or is it longer-term?
- Fran Whiting NoneWe're keen to get started. We've got budget for this fiscal year, and having this kind of visibility would help us with planning.
- Sophie Ling NoneGreat. So what we do is build a brain, essentially a queryable layer over all your systems. Your team asks questions instead of manually stitching data together. It runs inside your own data infrastructure.
- Fran Whiting NoneWhat does it actually look like? Can you run a query?
- Sophie Ling NoneDefinitely. So you'd type something like 'show me supporters who haven't donated in the past year but have opened email campaigns'. The brain queries your CRM and donation data and comes back with results. You can drill into each one, see their history, communications, everything.
- Fran Whiting NoneThat sounds really useful. What about privacy? We're handling supporter data and we need to be careful about compliance.
- Sophie Ling NoneAll your data stays in your own systems. We don't copy anything to BB-Demo. You control access, and we log all queries for audit purposes. It's secure by design.
- Fran Whiting NoneGood. And what would implementation look like?
- Sophie Ling NoneWe'd give you access to your CRM, donation system, email platform. Our team builds connectors and a data model that matches your supporter journey. We work with your team to validate that it's right. Four weeks from signature to go-live typically.
- Fran Whiting NoneWhat would you need from us?
- Sophie Ling NoneSomeone to grant system access, someone from your supporter care team to tell us what data matters and validate the queries. Maybe a couple of hours a week for four weeks. Pretty light-touch.
- Fran Whiting NoneThat's manageable. How much is this going to cost?
- Sophie Ling NoneFor a team your size, we're looking at Starter tier. That's twenty-eight thousand all-in: implementation plus the first year of subscription.
- Fran Whiting NoneOkay. And after the first year?
- Sophie Ling NoneYou'd renew. We'd have a conversation about value and what you've got out of it. The subscription renews annually and we aim to help you get more from it over time.
- Fran Whiting NoneThat makes sense. What's the next step?
- Sophie Ling NoneI'll put together a proposal with the scope and timeline. You can review it, share it with your director if needed, and then we can have a quick call to go through it and answer questions.
- Fran Whiting NoneSounds good. I'll get that over to our director and we'll come back to you.
- Sophie Ling NonePerfect. I'll send that this week. Thanks for your time, Fran.
- Fran Whiting NoneThanks, Sophie. Speak soon.
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