Pellegrin Hart Benefits / BG-Demo – Discovery
Callcompleted
Pellegrin Hart Benefits · 13 Feb 2026 17:00
Allison Pereira, VP Client Service, wants one client view for her reps live before open enrollment. Jordan Pike gave Growth, eight weeks and a £62k deal value. She needs a sign-off person and a compliance review.
What was said
What this says
As at Fri 9 Oct 2026Allison Pereira, VP Client Service, wants one client view for her reps live before open enrollment. Jordan Pike gave Growth, eight weeks and a £62k deal value. She needs a sign-off person and a compliance review.
What happened: Jordan Pike ran discovery with Allison Pereira on 13 Feb 2026. She described tickets, calls, CRM notes and spreadsheets held in separate places, and three employer renewals coming up.
Customer view: Her hard deadline is before open enrollment. She lost a client last year and says the service signals could have been seen coming.
Commercial: Jordan quoted Growth (40 users, 8 connectors), about eight weeks pending engineering, and a deal value of £62k. Allison said she does not buy alone and needs her sign-off person after the demo.
Watch: Compliance and IT will run a questionnaire. The main competitor is spreadsheets, then an internal do-it-yourself idea. The decision target is 12 May 2026.
Themes
As at Fri 9 Oct 2026Theme
Client view before open enrollment
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- Jordan Pike to send the sources and owners note and the security overview the same day.
- Allison Pereira to return the source list by the end of the following week.
- Book the demo on the customer's data with the sign-off person present.
Risks
As at Fri 9 Oct 2026- Allison needs the brain live with real data before open enrollment or she will not start.
- The sign-off person has not yet been met, and compliance and IT will review security.
- Spreadsheets and an internal do-it-yourself idea remain the alternatives.
Opportunities
As at Fri 9 Oct 2026- A Growth tier sale with a stated deal value of £62,000.
- Client pages and renewal visibility answer the pain she described directly.
Transcript
Jordan PikeAllison, hi, it's Jordan. Can you hear me okay?
Allison PereiraHi Jordan, yes, loud and clear. Happy Friday. Sorry, I'm eating a very late lunch, ignore the crunching.- Jordan PikeHa, no problem at all. Quick agenda and a time check. We've got about forty-four minutes. I want to understand how your client service team works today, what's hurting, and what a good outcome looks like. Then I'll tell you how we'd approach it. Sound okay?
- Allison PereiraSounds great. Let me give you the quick version first. I usually open with the week's renewals, so, three employer clients up for renewal in the next couple of months, and I honestly can't tell you today how any of them is feeling without asking five people.
- Jordan PikeOkay. Say more about the five people.
- Allison PereiraSo, the tickets live in the helpdesk. The calls are recorded somewhere else. The renewal notes are in the CRM, half of them. And the account managers keep their own spreadsheets. If a client calls angry, my team scrambles across all of it.
- Jordan PikeGot it. And who's feeling that most? Is it your client service reps, or the account managers?
- Allison PereiraBoth, but the reps, honestly. Mid-sized employers across New England, so a lot of clients, and each one has its own plan quirks. The rep needs the whole picture in about thirty seconds.
- Jordan PikeRight. Here's where we are on our side, quickly, so it's not abstract. We build a single layer over those systems, the CRM, the calls, the emails, the tickets, and it runs inside your own Snowflake account. Your people ask it questions in plain language and get answers with the source.
- Allison PereiraOkay, so what's the signal for a client? Like, can I ask it, which of my employers are at risk this quarter?
- Jordan PikeYou could ask about a client's tickets, their recent calls, and their renewal date, all together. What it concludes depends on what's in the sources. To be transparent, it's only as good as the data you connect. So I'd want to know what you have.
- Allison PereiraFair. Can we see that by client? That's the first thing my team will ask. Not a big dashboard, a client page.
- Jordan PikeYes. Pages by client are core. Dashboards are a separate piece you can build later. Let me ask about the sources. What's the helpdesk, and is the call recorder the same team that owns it?
- Allison PereiraThe helpdesk is mine, client service owns it. The call recorder is shared with sales, so I'd need to ask. The CRM is IT plus sales ops. I don't want to promise something about their systems that I haven't checked.
- Jordan PikeThat's smart. Okay, so the first thing I'd do is get a short list of sources and the owner of each. Doesn't need to be perfect.
- Allison PereiraOkay. Write it down, please. Sources, owners. I'll get it before the end of next week.
- Jordan PikePerfect. Next question. You mentioned renewals. How do you track them today? Who's responsible?
- Allison PereiraAccount managers own them. But my team sees the service side. If a client had three escalations in a quarter and nobody connects that to the renewal conversation, that's how we lose them. We lost one last year and I still think about it.
- Jordan PikeSorry to hear that. What did it cost you, roughly? Doesn't need to be exact.
- Allison PereiraI'd have to check and I'd rather not guess. A good chunk of a year's fees. It's the principle. We could have seen it coming.
- Jordan PikeThat helps. What would make this a yes for you, Allison? Not for the company, for you.
- Allison PereiraBefore open enrollment, please. That's the hard deadline. If this isn't running with my team's real data before open enrollment, I don't want to start in the middle of it and make the backlog worse.
- Jordan PikeUnderstood. And when is that, roughly?
- Allison PereiraAutumn, so we have time. But I want to decide well before, because my team needs to be trained and then actually use it.
- Jordan PikeOkay. For planning, a rollout like this typically takes about eight weeks for the Growth tier. That's the setup, the connectors and the first pages. I'd want engineering to confirm for your case before I put a date on it.
- Allison PereiraGood, because I won't promise my clients a date I haven't checked. So Growth. How many people is that?
- Jordan PikeGrowth includes forty users and eight connectors. You'd want to count who actually needs it. Client service reps, account managers, probably a couple of leads.
- Allison PereiraThat's about right, maybe a bit under. Okay. And roughly what are we talking about on cost? I know it's early.
- Jordan PikeHere's where we are. The deal as we have it today sits at £62,000 in total value. I'd rather give you the number now than have it surprise you in a proposal. We'd break it down properly in writing.
- Allison PereiraOkay. Noted, not shocked. I'd need to bring the person who signs off on this into a conversation. I don't buy anything like this alone.
- Jordan PikeOf course. When would be good to have them on? I'd suggest after the demo, so they see it on your data and not on mine.
- Allison PereiraYes, after the demo. And I'd like the demo to use a real client, anonymised if it needs to be.
- Jordan PikeThat works. Now, security. Your clients' benefits data is sensitive. Who on your side will want to review how we handle it?
- Allison PereiraCompliance, and IT. They will have a questionnaire, they always do. Send me whatever you have on how it's set up, and be straight with them. If there's something they won't like, I'd rather know in week one.
- Jordan PikeThat's exactly how I work. Nothing hidden from your security team. I'll send an overview of how it runs inside your Snowflake account, and they can ask whatever they want.
- Allison PereiraGreat. One more thing. Are there other companies that do this? My boss will ask. I don't want to say we only looked at one thing.
- Jordan PikeFair. Some people try to build it themselves on their own warehouse, some buy a call-only search tool, some hire a consultancy. What are you considering at the moment?
- Allison PereiraHonestly, mostly the do-it-yourself idea from IT, which keeps getting pushed back. And just living with spreadsheets, which is the real competitor.
- Jordan PikeHa, yes. Spreadsheets win a lot. Okay, so let me say back what I heard. You have three renewals coming. Your reps need a client view in seconds. You want it live before open enrollment. And your sign-off person needs to see it on real data. Did I miss anything?
- Allison PereiraThat's it. Also, the compliance review. Don't forget that.
- Jordan PikeRight, adding it. So next steps. I'll send you a short note with the questions on sources and owners, plus the security overview. You send me the source list by end of next week. Then we book the demo on your data. We're aiming to have a decision by 12 May 2026, but tell me if that's too fast.
- Allison PereiraThat works as a target. Can't promise, but it works. Send me the note today if you can.
- Jordan PikeWill do, before I close my laptop. Thanks, Allison, this was really useful.
- Allison PereiraThank you, Jordan. Talk soon. Have a good weekend.
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