Cawthorne Learning / BB-Demo – Demo
Callcompleted
Cawthorne Learning · 2026-08-21 10:30
Demo for Cerys Llewellyn and Hayley Staniland of Cawthorne Learning. It landed well on the single provider view and refresh time. Open points are connector breakage, security answers and a board-ready proposal for Patrick.
What was said
What this says
Current to 13 Oct 26Demo for Cerys Llewellyn and Hayley Staniland of Cawthorne Learning. It landed well on the single provider view and refresh time. Open points are connector breakage, security answers and a board-ready proposal for Patrick.
What happened: Hannah Lowe ran the demo on sample data shaped like Cawthorne's, with Harvey Doyle hosting after taking the account from Priya. Patrick Rowbotham was not on the call.
Customer view: Cerys said it was the spreadsheet she does on a Thursday and wanted answers traceable to source records. Hayley wanted to know what the build needs from her team, and was satisfied by the 07:00 refresh answer.
Commercial: Harvey will send a summary, connector list and proposal for Cerys to take to Patrick. The working date is 18 Nov 2026, still ahead.
Watch: Hannah said a renamed source field can stop a connector loading, so Hayley agreed to be named admin. Security answers go in writing against a questionnaire.
Themes
Current to 9 Oct 26Theme
Demo and connector readiness
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Harvey Doyle to send the summary, connector list and proposal for Cerys to take to Patrick.
- Hannah Lowe to draft the connector list with Hayley and send it to Cerys.
- Hayley Staniland to send Hannah the list of systems Cawthorne uses.
Risks
Current to 9 Oct 26- Patrick Rowbotham was not on the call and still has to see cost and security answers before the board.
- A renamed field in a source system can stop a connector loading, so Hayley's team must flag system changes.
- Security questions were only partly answered and depend on a written questionnaire response.
Opportunities
Current to 9 Oct 26- Growth tier dashboards builder gives a standing renewal view, and Hayley may become the builder.
- A phased connector list starting with the sources customer success uses most could ease adoption.
Transcript
Harvey Doyle NoneMorning, everyone. Bear with me a second while people join. Cerys, hello. Hayley, I think this is the first time we've met.
Hayley Staniland NoneHello, yes, nice to meet you. Sorry, I'm just finishing something. Give me a moment.
Cerys Llewellyn NoneTake your time, Hayley. It's a Friday, nobody's going anywhere.- Harvey Doyle NoneRight. So, I'm Harvey, I've picked up the account from Priya, and Hannah's here to run the demo. I'll mostly stay out of the way and then talk next steps at the end. Hannah, over to you.
Hannah Lowe NoneThanks, Harvey. Hello both. Before I share anything, what do you most need to know from the next forty minutes or so? It changes what I show you.- Cerys Llewellyn NoneFor me it's the single picture of a provider. Which customers are at the edge? If I can see tickets, usage and the renewal date together, I'm happy.
- Hayley Staniland NoneAnd for me, honestly, it's what you need from us. Connections, who's an admin, how data gets in, how often it refreshes. I don't want to find out in a month that it needs a project.
- Hannah Lowe NoneGood, that's two clear threads. I'll start with Cerys's view and then go under the bonnet for Hayley. Can you see my screen?
- Cerys Llewellyn NoneYes, I can see it.
- Hannah Lowe NoneSo this is the brain, working on sample data shaped like yours: apprenticeship providers, support tickets, product usage, renewal dates. If I ask a plain question, say which providers have raised more tickets than usual and have a renewal coming up, it answers from all of those sources at once.
- Cerys Llewellyn NoneOh, that's the spreadsheet I do on a Thursday. Can you show the source behind a line?
- Hannah Lowe NoneYes. Every answer links back to the record it came from, so you can click through to the ticket or the account note. That's deliberate. If a customer success manager is going to say something to a college, they should be able to see where it came from.
- Cerys Llewellyn NoneI like that. It's what my team will ask me first.
- Hannah Lowe NoneNow I'll show a provider page. This pulls the open tickets, the trend in how many of their users are active, the conversations we've indexed, and the contract dates, all on one screen. Those are the pages your managers would open before a call.
- Harvey Doyle NoneSorry to cut in. Cerys, is that close to what you pictured when we first spoke?
- Cerys Llewellyn NoneCloser than I thought, to be honest. I've seen this work before, but I hadn't seen it on something that looked like our data.
- Hannah Lowe NoneGood. One more thing for the managers, and then I'll hand across. On the Growth tier there's a dashboards builder, so if you want a standing view of every provider with a renewal this quarter, you build it once and it stays current.
- Cerys Llewellyn NoneWho builds those? Is it me, or does it need someone technical?
- Hannah Lowe NoneThe short answer is that you could. The longer answer is that most teams have one person who enjoys it, and that person builds three or four and everyone else uses them. Hayley might be that person, from what I'm hearing.
- Hayley Staniland NoneHa. Probably. Go on then, show me how the data gets in.
- Hannah Lowe NoneRight. This is the connector view. Each source is a connector: your CRM, your helpdesk, your email and calendar, the call recorder if you use one. Each shows when it last loaded and how many records came through. If a connector stops loading, it's flagged here before anyone has to notice by hand.
- Hayley Staniland NoneOkay, and when the platform changes? We update our own product fairly often. If a field gets renamed, does it break?
- Hannah Lowe NoneTo be precise, it can. A renamed field in a source system is the most common reason a connector stops loading properly, and that's why we show the record counts. It won't silently go stale without that view showing it. What I'd do is agree with you up front who tells us when a system changes.
- Hayley Staniland NoneThat's me, realistically. Or my team. Fine.
- Hannah Lowe NoneThen we'd name you as the admin and I'd put that in writing in the plan.
- Hayley Staniland NoneAnd refresh? What time is it current by in the morning?
- Hannah Lowe NoneThe nightly refresh is complete by 07:00 your local time on business days, every tier. So when your managers sit down, it's yesterday's picture, not last week's.
- Hayley Staniland NoneGood. That's the answer I wanted.
- Cerys Llewellyn NoneHannah, can I ask the security question now, so I have it for Patrick? He's very careful about where learner information goes.
- Hannah Lowe NoneOf course. It's built and run inside your own Snowflake account, so the data stays where you already hold it, under your own access controls. Beyond that, I don't want to overstate anything on the call. If Patrick or your IT lead have a questionnaire, send it over, and I'll answer it properly, checking with our security lead where I need to.
- Cerys Llewellyn NoneThat's what I wanted. I'd rather have the careful answer.
- Harvey Doyle NoneCan I come in on timing? Patrick will want the board to see the cost before anything is signed, and we've pencilled in 18 November 2026 as the date we're working to. So the useful thing is probably a written summary of what you saw today and what you'd need from us.
- Cerys Llewellyn NoneYes, please. If I can put a page in front of him with what it does, what it needs from Hayley's team, and a cost, he'll take it to the board with me.
- Hayley Staniland NoneI'd add the list of connectors we'd start with. I'd want to be realistic about the first ones, not everything on day one.
- Hannah Lowe NoneThat's the right instinct. Start with the sources your customer success team lean on most, prove it works, then add. I'll draft the connector list with you, Hayley, and send it to Cerys as well.
- Harvey Doyle NoneBrilliant. I'll send the summary and the connector list this coming week, along with a proposal for Cerys to take to Patrick. Anything else before we stop?
- Cerys Llewellyn NoneNot from me. Thank you both, that was really useful. Diolch.
- Hayley Staniland NoneThanks. I'll send you the list of systems we use, Hannah.
- Hannah Lowe NoneLovely. Thanks, all. Speak soon.
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