Llano Crossing Software / BG-Demo – Discovery
Callcompleted
Llano Crossing Software · 8 Apr 2026 16:15
Llano Crossing Software's customer success lead wants tickets, usage and email in one place, starting with about six people. The CFO asked whether it will help retain customers or cut support costs.
What was said
What this says
As at Fri 9 Oct 2026Llano Crossing Software's customer success lead wants tickets, usage and email in one place, starting with about six people. The CFO asked whether it will help retain customers or cut support costs.
What happened: Kayla Ramirez described a growing customer success team juggling Zendesk tickets, product usage and email across separate systems. Jeff Hollander, the CFO, joined and asked about cost and security.
Customer view: Kayla called the idea promising and wants to start with one team of about six people. Jeff framed the test as retention or lower support cost.
Commercial: Jordan Pike quoted Starter at £22k a year plus a £6,000 implementation fee, with four weeks to go live. Starter allows up to fifteen users, so six sits well inside the limit.
Watch: Zendesk, usage data and email are three connectors against Starter's hard limit of 4. A demo and proposal are the next stage, and nothing yet is agreed.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Jordan Pike to send Kayla Ramirez demo time slots for the following week.
- Jordan Pike to run a demo on a dummy dataset resembling Zendesk and product data, then scope and propose.
- Jordan Pike to prepare a value case for Jeff Hollander on retention and support cost.
Risks
As at Fri 9 Oct 2026- The CFO has not yet seen a value case tied to retention or support cost, so approval is not assured.
- Starter's connector limit is tight if the customer adds sources beyond Zendesk, usage data and email.
Opportunities
As at Fri 9 Oct 2026- A Starter subscription for one team of about six people, with implementation fixed at four weeks.
- Growth is the natural path if other teams or more connectors are added later.
Transcript
Jordan PikeKayla, Jeff, thanks for the time. Jordan here. So I want to understand what's going on with your customer success team, what they're trying to solve and whether we can help. What's the pain point you called me about?
Kayla RamirezHi Jordan, yes. So we're a government software vendor, permit and inspection systems. Our customer success team is growing fast, but they're juggling tickets, usage data, and customer conversations in separate systems. We want to see everything in one place.- Jordan PikeGot it. So when a customer has an issue, what's the process today?
- Kayla RamirezThey file a ticket in Zendesk. Our team reads it, checks their usage in our product database, and tries to piece together context from email and calls. It takes time, and we miss patterns.
Jeff HollanderFrom my perspective, I want to know: is this investment going to help us retain more customers or reduce our support costs?- Jordan PikeThat's the right question. So the brain would let Kayla's team see every ticket about a customer, their usage patterns, emails, any support calls, all in one query. They spot issues faster, they can predict churn, they can even see which products get the most complaints.
- Kayla RamirezThat sounds really useful. We'd want to start with one team, maybe six people, and see how it goes.
- Jordan PikePerfect. Starter tier does exactly that, up to fifteen users. You'd get Zendesk integrated, your product usage data, email, and search and chat to query everything. You're on one team, so that fits well.
- Jeff HollanderWhat's the cost structure?
- Jordan PikeStarter is twenty-two thousand a year, and there's a six-thousand implementation fee upfront. So twenty-eight all-in your first year. After that, just the twenty-two annually, unless you want to grow.
- Kayla RamirezWhat's the timeline for implementation?
- Jordan PikeFour weeks, typically. Hamza, one of our implementation consultants: would set up your connectors, migrate your data, train your team. You'd be live in a month.
- Jeff HollanderAnd the data? Is it secure?
- Jordan PikeIt lives in your Snowflake account, encrypted in transit, role-based access control. You own it; we don't touch it. There's a detailed security questionnaire we work through with IT, some customers have compliance requirements.
- Kayla RamirezWe're not highly regulated, we're B2B government software, so it's less strict. But we do need to see how our team uses it. Can we track what queries they run?
- Jordan PikeAbsolutely. Full audit logs: who queried what, when, what they found. It's all there.
- Kayla RamirezI think this is promising. What's next?
- Jordan PikeI'd run a quick demo, show you the brain on a dummy dataset similar to your Zendesk and product data. Then we'd scope the implementation, talk about any edge cases, and move into a proposal. I'd love to target closing by mid-June if we can move quickly.
- Kayla RamirezThat's doable. Let me get my calendar out.
- Jordan PikeGreat. I'll send you a couple of time slots for next week, and we'll get it booked. Sound good?
- Kayla RamirezPerfect, thanks.
- Jordan PikeThanks both. Speak soon.