Aldbourne Hospice Care / BB-Demo – Proposal
Callcompleted
Aldbourne Hospice Care: documents · 2026-05-07 14:45
On 7 May 2026 Sophie Ling took Robin Hatherell and Fran Whiting through the Starter proposal at £28k for the first year. Robin called the pricing reasonable; finance committee approval and team adoption remain open.
What was said
What this says
Current to 11 Oct 26On 7 May 2026 Sophie Ling took Robin Hatherell and Fran Whiting through the Starter proposal at £28k for the first year. Robin called the pricing reasonable; finance committee approval and team adoption remain open.
What happened: Sophie presented the Starter proposal: four connectors, 15 users included, and one invoice covering implementation and subscription. Robin, the finance lead, probed terms, the SLA, exit rights and data security.
Customer view: Robin thought the pricing reasonable and named two open points, adoption and board approval. Fran expects about ten users and said they would upgrade if they expand.
Commercial: The proposal is an open item, not executed paper. Sophie said pricing may adjust at renewal without giving a figure, so the renewal price is not set on this call.
Watch: Robin planned to take it to the finance committee the following week. The evidence from this call does not show the outcome.
Themes
Current to 9 Oct 26Theme
Starter proposal review
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Robin Hatherell to present the proposal to the finance committee the following week.
- Sophie Ling to send the order form for signature.
- Sophie Ling to give ninety days' notice with renewal terms before the contract ends.
Risks
Current to 9 Oct 26- Finance committee approval and team adoption were both still open at the end of the call.
- Renewal pricing was described only as possibly adjusting, which could surprise a finance-led buyer later.
Opportunities
Current to 9 Oct 26- Fran expects about ten users against 15 included and said they would upgrade if they expand.
- Robin asked about adding users later, so add-on users or Growth may follow.
Transcript
Sophie Ling NoneHi Robin, thanks for joining. I'll run through what we're proposing and then we can take any questions.
Robin Hatherell NoneGood. I've got the proposal in front of me. So the headline is £28,000 for the first year, Starter tier, four connectors?- Sophie Ling NoneRight. That's implementation plus the annual subscription. Implementation is one-time, four weeks, and then the annual subscription renews every year.
- Robin Hatherell NoneAnd how much of that is implementation versus the subscription?
- Sophie Ling NoneThe implementation is one-time up-front, covers the four-week build and testing. The subscription is what you pay annually after that to keep it running and maintained.
- Robin Hatherell NoneSo after year one, it's just the annual number going forward?
- Sophie Ling NoneRight. Year one is the twenty-eight, which includes everything. Year two onwards it's the annual subscription renewing.
- Robin Hatherell NoneWhat are the terms? Annual commitment, or can we do monthly?
- Sophie Ling NoneStandard is annual paid upfront. We do thirty-day terms on request but that's not typical.
- Robin Hatherell NoneOkay. And what's the SLA? If something fails, what's your guarantee?
- Sophie Ling NoneOn Starter we guarantee ninety-nine point five percent availability. That means the system is up and running. If you have an issue, first response is within four business hours.
- Robin Hatherell NoneAnd if you don't hit that?
- Sophie Ling NoneWe provide a credit. On Starter, if we miss availability, you get five percent of one month's subscription back.
Fran Whiting NoneWhat about when we renew? Does the price stay the same?- Sophie Ling NoneThe first year is what we've quoted. At renewal, pricing may adjust. I'll give you ninety days' notice before renewal so you know what you're committing to.
- Robin Hatherell NoneOkay. How's the money split? Is it one invoice or multiple?
- Sophie Ling NoneOne invoice for the year, covers implementation and subscription both. Due upfront when you sign.
- Robin Hatherell NoneAnd users, you said fifteen included? What if we need more?
- Sophie Ling NoneFifteen is included on Starter. If you need more, we'd add them as an add-on, same tier.
- Robin Hatherell NoneAnd how many staff would we give access to? Is that capped or can we add as we grow?
- Fran Whiting NoneWe're thinking fundraising team, that's about five. My team is about five. So we'd be at ten. If we expand from there, we'd upgrade.
- Sophie Ling NonePerfect. So starting at ten, growing as you need. We'd invoice you if you add users beyond fifteen, but there's no lock-in.
- Robin Hatherell NoneWhat about data security? Is this GDPR compliant?
- Sophie Ling NoneAll our systems are GDPR compliant. Your data sits in your Snowflake account, which you control. We don't have access to raw data except to maintain the connectors.
- Robin Hatherell NoneAnd what's the exit clause? If we want to cancel?
- Sophie Ling NoneAnnual term, so you'd renew at the end of year one. If you don't want to continue, you just don't renew.
- Fran Whiting NoneSo no early termination fees?
- Sophie Ling NoneNot on Starter. You're committed for the year once you sign, but then you've got the flexibility to step away at renewal.
- Robin Hatherell NoneOkay. And what happens if you go out of business or the service gets discontinued?
- Sophie Ling NoneWe're a stable business backed by investors. We commit to supporting our customers. If anything changes, we'd give notice and help with data export.
- Robin Hatherell NoneFair enough. I think the pricing is reasonable for what you're offering. The main question now is whether Fran's team can drive adoption, and whether the board approves the spend.
- Fran Whiting NoneThe team's excited. I'm confident they'll use it.
- Robin Hatherell NoneOkay. So my next step is I'll present this to the finance committee next week. I'd expect approval, but I'll need a few days.
- Sophie Ling NoneGreat. So if you're approved, you'd sign and return the order form, and we'd kick off implementation the week after.
- Robin Hatherell NoneSounds good. You'll send the execution copy?
- Sophie Ling NoneI'll send it tomorrow. One copy for you to sign and return.
- Fran Whiting NoneAnd then we'd go live at the end of May?
- Sophie Ling NoneIf you sign in early May, we'd be live by late May.
- Robin Hatherell NoneOkay. That's helpful. I'll get back to you next week once we've met the committee.
- Sophie Ling NonePerfect. I'll get the order form to you today and we'll touch base next week.
- Fran Whiting NoneThanks, Sophie.
- Sophie Ling NoneCheers.
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