Carnmoor Fleet Leasing / BG-Demo – Demo
Callcompleted
Carnmoor Fleet Leasing · 22 Sep 2025 13:00
Gemma Thorne and Priti Varma saw a Growth demo on an awkward sample client. Priti rebuilds review packs by hand. The £54k total is still a draft, decision targeted for 18 Nov 2025, pending service desk and IT.
What was said
What this says
As at Fri 9 Oct 2026Gemma Thorne and Priti Varma saw a Growth demo on an awkward sample client. Priti rebuilds review packs by hand. The £54k total is still a draft, decision targeted for 18 Nov 2025, pending service desk and IT.
What happened: Hannah Lowe demoed an account page, a citations view of service desk tickets, a finance tab and a live dashboard on a sample extract. Gemma said she came in sceptical and found it more useful than expected.
Customer view: Priti Varma rebuilds the picture by hand before every review and said the billing entity link would genuinely save her time. Gemma wants the service desk involved before buying.
Commercial: Sophie Ling said the draft figure of £54k is the total with one-off implementation, not an annual price. Year two is subscription only and was not quoted.
Watch: Gemma cannot agree anything herself and the target depends on commercial sign-off and service desk comfort. Hannah named stale sources and a one-person tool as the main risks.
Themes
As at Fri 9 Oct 2026Theme
Growth demo, account managers
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sophie Ling sends the written proposal draft with the figure broken out, including year two subscription.
- Hannah Lowe sends the architecture note with a diagram for Carnmoor's IT team.
- Gemma Thorne sends names for the service desk and IT session, and Priti Varma sends the list of systems each team uses.
Risks
As at Fri 9 Oct 2026- Gemma cannot agree commercial terms herself and needs service desk and IT comfortable before the 18 Nov 2025 target.
- The disposal notes spreadsheet is untidy and sources could go stale without named owners.
- Adoption could rest on one enthusiastic person if usage is not spread across teams.
Opportunities
As at Fri 9 Oct 2026- Growth tier with the dashboards builder, reused as a template for every account manager review pack.
- Wider adoption across the service desk and remarketing teams.
Transcript
Sophie LingHello, can you hear me all right? Gemma, I think you're on mute. There you go.
Gemma ThorneSorry, yes. Afternoon, Sophie. Is that better? Priti's just dialling in from the other room, she's coming.
Priti VarmaHi, afternoon everyone. Sorry, I was finishing up with a client. My camera's being awkward so I'll leave it off, if that's all right.- Sophie LingNo problem at all. Afternoon, Priti. And Hannah's here too. She's our solutions engineer, so she'll be driving the demo today, and I'll mostly keep out of her way.
Hannah LoweHello both. Before I share anything, can I ask what you most need to know by the end of this call? I'd rather aim the time at that than walk you round every page.- Gemma ThorneYes, good. So, I'm in the middle of preparing a review for one of our biggest corporate clients, and honestly that's why we're here. The account manager rebuilds the picture by hand before every review. Vehicles on the fleet, the queries the driver service desk dealt with, what's been invoiced, what's coming up for remarketing. And then the numbers don't match what the service desk says.
- Priti VarmaWhich is fair, because I'm the one rebuilding it. Last review I ended up with three versions of the same off-hire figure and no real way of saying which one was right. It took most of a day, and I still wasn't comfortable walking in.
- Hannah LoweRight. So the short answer is that the brain sits over those sources and answers from one place. The longer answer is that it only helps if the sources are agreed first, and I'll be honest about where that bit is hard. Can I show you with a sample client rather than describe it?
- Gemma ThornePlease. Which client, which fleet, though? Because if it's a neat little example it won't tell me much.
- Hannah LoweFair challenge. Sophie, you got the sample extract from Priti last week, didn't you?
- Sophie LingYes, Priti sent a cut for one corporate client, anonymised the way we agreed. Hannah loaded it into a demo environment, so it's your shape of data, not ours.
- Priti VarmaIt's one of the awkward ones, on purpose. Several fleets under one parent, a mix of cars and vans, a couple of mid-term changes. So if it copes with that, I'll be interested.
- Hannah LoweGood, that's the right test. Let me share my screen. Can you see it? You should see a page headed with the client's name and a search bar.
- Gemma ThorneYes, I can see it. Bit small, but I can read it.
- Hannah LoweI'll zoom in. Right, this is the account page. It's built from the CRM, the service desk tickets, the emails and the invoices, and each block says which source it came from. To be precise, I'm not hand-writing any of this. It's assembled nightly and it's ready before the working day starts.
- Priti VarmaSorry, can I stop you there? That block on the left, the fleet summary. Is that every vehicle, or only the ones on the main contract?
- Hannah LoweEverything the CRM and your fleet records hold against that parent, grouped by fleet. You can see three groupings here. If I click into the second one you get the vehicles, and if a vehicle sits on a different contract it's flagged, not hidden.
- Gemma ThorneMm. And the service desk side? What did the client actually see, when they rang us? That's what I'm after, not just how many tickets.
- Hannah LoweLet me scroll. This is the queries panel. Each contact the driver service desk logged for that client, grouped by type, with the date and who handled it. I can ask the chat a question instead, if that's easier. Give me a second to type it.
- Hannah LoweSo I've asked, what were the main reasons drivers contacted the service desk for this client in the last quarter, and which fleet had the most. And it's come back with a short summary, and underneath it the actual tickets it used.
- Gemma ThorneOh, that's useful. Breakdown and maintenance bookings at the top, which I'd have guessed. But I didn't know the second fleet was that much busier. Priti, did you know that?
- Priti VarmaNo. Well, sort of. I knew it felt busier. I couldn't have proved it without a day in spreadsheets.
- Sophie LingAnd that's the point of the citations, as Hannah says. Anyone can click through and see the tickets behind the sentence. If the service desk disagrees, they can see why.
- Gemma ThorneRight, and that's a conversation I'd like to have with them in the room. Let's get the service desk in on this, actually. I don't want to buy something and then tell them how their tickets are being read.
- Hannah LoweI'd welcome that. Their view of how tickets are categorised matters more than ours, and I'd rather hear it before we connect anything than after.
- Priti VarmaCan I ask about invoices? That's where my numbers and finance's numbers usually part company.
- Hannah LoweYes. If I open the finance tab, this is what's been invoiced for that client, pulled from the accounting system, and next to it what the CRM says the contract is worth. Where they differ, there's a marker. I'll put the rule in writing for you, but in short, accounting decides what was invoiced and paid, and the CRM is treated as a claim to check.
- Priti VarmaHm. I like that, because I've been burnt by the CRM figure before. It was a quote nobody updated.
- Gemma ThorneRight, so that's the review sorted on paper. What about remarketing? That's the team that never gets into these things.
- Hannah LoweThat depends on what the remarketing team keeps and where. If it's in a system we can connect, it appears alongside the rest. If it's in a spreadsheet on someone's drive, we can read the shared drive, but I'd want to see how tidy it is before I promise much. Do you know where it lives?
- Gemma ThorneMostly in the fleet system, but there's a spreadsheet of disposal notes that one person owns. I'd be lying if I said it was tidy.
- Hannah LoweThen that's one for the connector plan, not today. I'll note it. Honestly, a messy sheet is normal, and the first job is deciding whether it's worth cleaning or worth leaving out.
- Sophie LingWhich probably brings us to what we'd actually put together for you. Do you want me to talk through scope now, or would you rather see a bit more of the product first?
- Priti VarmaA bit more product, if that's okay. I want to see the dashboards, because the managers like a chart more than a paragraph.
- Hannah LoweOf course. Growth includes the dashboards builder, so I'll build one live. Tell me what you'd want on it.
- Priti VarmaVehicles by fleet, queries by month, and open invoices. And maybe something for contracts coming to an end. That's the one the account managers really care about.
- Hannah LoweOkay, let me do that. I'll drag the fleet counts in first. Bear with me, I'll narrate as I go. Fleet counts, done. Now queries by month, filtered to this client. And contracts ending, which I'll set to the next two quarters.
- Gemma ThorneThat's quick. Is it always that quick or have you rehearsed this?
- Hannah LoweBit of both, to be fair. I've done it a lot, so my hands know where things are. But the data isn't rehearsed. If it were a messier source it would take longer, and I'd tell you that.
- Priti VarmaAnd can I save that and reuse it for a different client? Rather than building it again each time?
- Hannah LoweYes. You save it as a template and point it at another client. The filter changes, the layout stays. Which is the thing I'd suggest you do for the review pack, so every account manager starts from the same page.
- Gemma ThorneWhich is exactly what I want. Everyone starting from agreed numbers. Right. Now, the thing I have to ask, and then I'll let Priti ask her bits. Security. Our corporate clients ask us about where their data goes, and I'm not putting their fleet data in something I can't explain.
- Hannah LoweGood, and I'm glad you asked it now. The short answer is that the brain runs inside your own Snowflake account. The data doesn't leave your environment to sit in ours. The longer answer is that there are still access controls, who can see which client, and those are yours to set. I'll put the architecture in writing, with a diagram, so your IT people can check it rather than take my word.
- Gemma ThorneOkay. And if our IT team have questions, who do they ask?
- Hannah LoweMe. And if it's something I'm not certain of, I check with our security lead before I answer, rather than guess. I'd rather be slow and right.
- Priti VarmaCan I come back to the service desk bit? Because there's something I didn't quite follow. If a driver rings about a vehicle that's on one fleet but invoiced to another, where does that show up?
- Hannah LoweIt shows against the vehicle, so it follows the fleet record, and then the invoice side shows separately against the billing entity. They're linked by the contract. I can show you with the sample, there's one like that in your extract. Let me find it. Give me a moment.
- Hannah LoweHere. This van. The ticket is under the second fleet, and the invoices go to the parent. You can see the link, and there's a note saying the billing entity differs. So the account manager sees both without having to ask.
- Priti VarmaOh, that's the thing that catches me out every quarter. Right. That would genuinely save me time.
- Gemma ThorneWhat about people? Who'd be using this day to day? Because I don't want it to be another thing only I log into.
- Sophie LingThat's a good thing to think about up front. Growth is built for several teams, so account managers, the service desk and remarketing could all be in. A common mistake is one enthusiastic person asking all the questions, and then they move on, and it goes quiet. So we'd plan with you who the regular users are.
- Gemma ThorneMm. I take the point. Priti, would your colleagues use it, do you think? Honestly.
- Priti VarmaThe ones who do reviews, yes, if it saves them the rebuild. The others, I don't know. If I show them the dashboard I think they would. They won't read a manual.
- Hannah LoweThen training should be on their data, in a short session, not a manual. That's how we usually do it.
- Gemma ThorneGood. Okay. Sophie, go on, talk me through the money, because I do have to take something to the commercial side here. I can't agree anything myself.
- Sophie LingOf course. So, what we'd propose is Growth. The figure on the draft is £53,800, and I want to be clear that is the total, with the one-off implementation included. It's not an annual subscription price on its own. I'll break it down in the written proposal, so nobody has to do arithmetic from memory on a call.
- Gemma ThorneRight, so fifty-three thousand eight hundred all in for getting started. And then what's the year two picture? I'll be asked.
- Sophie LingYear two is the subscription only, without the implementation. I'll put that on the page properly. I don't want to quote a number from memory and have you take it into a meeting. And discounts apply to the first term only, that's how we work.
- Gemma ThorneFine. That's honest, at least. I'd rather see it written than guess.
- Priti VarmaHow long does it take before I could actually use it? Because the review I mentioned is coming up soon, and I'm not going to pretend it'd be ready for that.
- Hannah LoweNo, I wouldn't want you to rely on it for that one. Growth implementation is about two months, and that's with connectors being agreed first. What I'd suggest is you do that review the way you have been, and we use it as the benchmark. Then next time you compare.
- Priti VarmaThat's actually a good idea. I'd have a before and after.
- Gemma ThorneI like that too. What did the client actually see, before, and what do they see after. Okay.
- Sophie LingAnd on timing, you mentioned wanting to decide by 18 Nov 2025. Is that still the aim?
- Gemma ThorneThat's the aim, yes. But it depends on the commercial side, and on getting the service desk comfortable. I don't want to promise it.
- Sophie LingUnderstood. So what would help you get there? I can send the proposal, Hannah sends the architecture note, and we set up a session with the service desk.
- Gemma ThorneYes, all three. The service desk lead should be on the session, and probably someone from IT. I'll sort out who and send you names.
- Hannah LoweCould you also send me a list of the systems each team uses? Even a rough one. It helps me work out connectors before the session, so I'm not guessing in front of them.
- Priti VarmaI can do that. I'll ask the others what they actually log into, because I suspect it's more than anyone admits.
- Hannah LoweIt always is. That's not a criticism, it's just useful to know.
- Gemma ThorneLast thing from me. If we went ahead, what's the biggest risk, from your side? Not the sales answer.
- Hannah LoweHonestly? The sources. If a system changes under us, or the disposal sheet is left to rot, the answers go stale and nobody notices for a while. The brain stays available but it's answering on old data. So we'd agree owners for each source early. Yours, not ours.
- Sophie LingAnd I'd add, don't let it become one person's tool. That's the other risk. I've seen it go quiet when the champion moves on.
- Gemma ThorneFair, and I'm not going anywhere just yet, but point taken. We'd spread it.
- Sophie LingRight. So to recap. I send the proposal draft tomorrow or the day after. Hannah sends the architecture note with the diagram. Gemma, you send names for the service desk session and IT, and Priti sends the list of systems. Does that sound right?
- Gemma ThorneThat's right. Thanks, both. This was more useful than I expected, honestly. I'll be straight with you, I came in sceptical.
- Priti VarmaSame here, but the billing entity thing sold me a bit. Thanks, Hannah.
- Hannah LowePleasure. Send me anything you think of afterwards, and I'll put the answers in writing. Thanks, all.
- Sophie LingSpeak soon, then. Enjoy the rest of the afternoon.
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