Thorverton Creamery / BG-Demo – Demo
Callcompleted
Thorverton Creamery · 4 Sep 2026 09:45
On 4 Sep 2026 Beth Venn, Head of Customer Service at Thorverton Creamery, saw a Growth demo and said it would solve many of her problems. Harvey Doyle promised a proposal. She must still take it to her MD.
What was said
What this says
As at Fri 9 Oct 2026On 4 Sep 2026 Beth Venn, Head of Customer Service at Thorverton Creamery, saw a Growth demo and said it would solve many of her problems. Harvey Doyle promised a proposal. She must still take it to her MD.
What happened: Theo Gallagher walked Beth through search, chat and the dashboard builder using a key-account scenario. Harvey Doyle hosted and set out a Growth proposal with four connectors and an eight-week implementation.
Customer view: Beth called the scattered key-account information the problem to solve and said it "would solve a lot of our problems". She asked who can build dashboards and who administers connectors and users.
Commercial: Harvey said the implementation clock starts at order form signature, with go-live about eight weeks later. The proposal goes to Beth's MD, who was not on the call.
Watch: The record does not show whether the proposal was sent or who the MD is. Theo told her the data refreshes nightly, not in real time.
Themes
As at Fri 9 Oct 2026Theme
Growth tier demo
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Harvey Doyle to send the Growth proposal with four connectors and the implementation timeline.
- Theo Gallagher to answer any technical questions on connectors and data during Beth's review.
Risks
As at Fri 9 Oct 2026- The decision sits with Beth's MD, who was not on the call and is not named in the record.
- Nightly refresh was described as not real-time, which could matter if the team expects live data.
Opportunities
As at Fri 9 Oct 2026- A new Growth subscription with an eight-week implementation, matched to a clear customer service pain.
- Dashboards owned by different people in her team could deepen use after go-live.
Transcript
Harvey DoyleHi Beth, good to see you. This is Theo, our solutions engineer. He's going to walk you through the brain today and show you how it'd work with your systems. Sound good?
Beth VennGreat, thanks. I'm keen to see how this works.
Theo GallagherPerfect. So the plan is I'll show you the interface: search, chat, dashboards, and then we'll walk through a scenario using your data. Specifically, we'll pretend you're looking at a key account and we'll pull together their order history, interaction record, and any notes. Sound right?- Beth VennYes, exactly. That's the problem we're trying to solve.
- Theo GallagherRight. So let me share my screen. You're looking at the home page of the brain. From here, you've got search at the top, that's a quick way to find something by name or reference. You've got chat, that's where you ask questions in plain English. And you've got pages and dashboards, which is where your team builds custom views.
- Theo GallagherLet me start with search. I'm going to type in one of your key customers, let's say 'Morrison's supermarket'. The brain searches across all your connected systems.
- Theo GallagherLook at this. We've pulled back orders from your order system, emails with them, call records, and CRM notes. Everything's in one place. If one of your team needs to call them or answer an enquiry, they can see the full picture without flipping between tabs.
- Beth VennThat's exactly what we need. So this is instant, you don't have to go system to system?
- Theo GallagherRight, it's one query. The brain has indexed your data from your connectors, so it's fast. Not real-time, we refresh nightly, but once the data's in, you're searching across everything.
- Harvey DoyleAnd this is something anyone on your team can do, yeah? No SQL or technical knowledge needed?
- Theo GallagherCorrect. Type a customer name, hit search, you see the results. Very straightforward.
- Beth VennGreat. What about the chat feature?
- Theo GallagherGood question. So chat is where you ask the brain a question. Let me show you. I'll type: 'Show me all orders from Morrison's in the last three months.'
- Theo GallagherThe brain understands that, runs a query, and gives you a table of results. If you want to filter it more or export it, you can do that from here.
- Beth VennAnd that's something any of my team could ask?
- Theo GallagherExactly. They don't need to know SQL or anything, just ask a question like you would a person.
- Harvey DoyleOne question, what if the question's ambiguous? What if there's two ways to interpret it?
- Theo GallagherGood edge case. If the brain can't figure it out, it'll ask for clarification. Or if you want to be more specific, you can add filters. But for most day-to-day questions, it just works.
- Theo GallagherNow, dashboards. This is where your team can build something they want to see every day, like a key accounts dashboard. Let me show you an example.
- Theo GallagherThis is a sample I've set up. Top section shows your biggest customers by spend. Middle shows interaction frequency over the last quarter. Bottom is recent orders and any flags or issues. All of this is built in our dashboard builder: no code, just drag and drop.
- Beth VennCan we customise the metrics?
- Theo GallagherCompletely. You choose what metrics go on the dashboard, the layout, the colours, all of it. If you decide you want to track something different: customer satisfaction, delivery issues, whatever, you just update it.
- Harvey DoyleAnd multiple people can build dashboards?
- Theo GallagherYes. You could have different people owning different dashboards, maybe someone focuses on key accounts, someone else focuses on operational metrics. They can be shared with the team or kept private.
- Beth VennThat would be useful. What about admin, who can add connectors or manage users?
- Theo GallagherThere's an admin panel. You assign admins: they can add and remove users, manage connector credentials, that sort of thing. Your systems person, if you have one, would be the admin.
- Beth VennRight, that makes sense. And how long would it take to get set up?
- Theo GallagherFor Growth, implementation is about eight weeks. We'd gather your requirements, set up the connectors, do the mapping, and then train your team.
- Harvey DoyleAnd after that it's just ongoing support and quarterly reviews?
- Theo GallagherRight. You get quarterly QBR calls where we review usage and make sure you're getting value. And if you hit any issues, you've got support.
- Beth VennThis is looking really good. I think this would solve a lot of our problems.
- Harvey DoyleBrilliant. So next step, we'd put together a proposal with pricing and implementation timeline. You'd have a chance to review, ask questions, and if everything looks good, we'd move to contract and you'd be live in eight weeks.
- Beth VennWhat does the timeline look like from proposal to contract?
- Harvey DoyleUsually a couple of weeks. We'd send you a proposal, you'd review with your MD, any questions come back to us, and then we'd get an order form signed.
- Beth VennOkay. And does that impact the start date?
- Harvey DoyleNo, implementation clock starts when you sign the order form. So you sign in mid-September, we'd be live by mid-November.
- Beth VennThat works for us. What's the next step?
- Harvey DoyleI'll put together a proposal, Growth tier, four connectors, and implementation. I'll have that to you by end of week. You review it, chat with your MD, and then we'll schedule another call if you've got questions.
- Theo GallagherAnd if there are any technical questions during your review, like about the connectors or the data, feel free to reach out to me as well.
- Beth VennThanks, both. This has been really helpful. I'm going to go back and talk to our MD.
- Harvey DoylePerfect. I'll get that proposal out today. Speak soon.
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