Wiesenthal Software / BB-Demo – Demo
Callcompleted
Wiesenthal Software · 2026-09-15 10:00
Demo on 15 Sep 2026 to Katharina Richter, Head of Customer Success, on a sample of her helpdesk and CRM data. She liked the risk view and nightly refresh. A proposal is to follow, with a decision wanted by mid-November.
What was said
What this says
Current to 13 Oct 26Demo on 15 Sep 2026 to Katharina Richter, Head of Customer Success, on a sample of her helpdesk and CRM data. She liked the risk view and nightly refresh. A proposal is to follow, with a decision wanted by mid-November.
What happened: Hannah Lowe showed a search view and a risk dashboard built on a sample of three months of tickets, CRM records and usage. Katharina Richter said the quiet-customer signal is what her team misses today.
Customer view: She accepted the nightly refresh as right for how her team works. She asked about the dashboard builder, connector monitoring, go-live and training.
Commercial: Matteo Ricci quoted four weeks for Starter and will send a formal proposal. He asked for a decision by mid-November.
Watch: Katharina said she would get back soon but has to check with a colleague first, so the real decision maker is not on the call and not confirmed.
Themes
Current to 9 Oct 26Theme
Starter demo, risk dashboard
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Matteo Ricci to send the formal Starter proposal with scope, terms and timeline.
- Matteo Ricci to ask Katharina who else must approve, ahead of the mid-November decision.
Risks
Current to 9 Oct 26- Another person Katharina must check with was not on the call, so approval is unconfirmed.
- The demo ran on sample data, so value on her live data is not yet shown.
Opportunities
Current to 9 Oct 26- Starter subscription with a four-week implementation.
- Risk dashboard use could grow into the Growth tier if more teams adopt it.
Transcript
Matteo Ricci NoneGood morning, Katharina. Hannah is here, she's our Solutions Engineer and she's built a demo on your helpdesk and CRM data.
Katharina Richter NoneGreat, thanks for putting this together.
Hannah Lowe NoneHi Katharina. I've pulled three months of your support tickets, your CRM customer records, and we've seeded the usage data from your product. To be precise, this is a sample, but it's representative, it shows you what you'll be able to do on day one.- Katharina Richter NoneGood. So what am I looking at?
- Hannah Lowe NoneThis is a search interface. If you type a customer name, let's say this one, a bus operator you support, you see their whole story. CRM history, open and closed support tickets, and here's the key bit: their usage of your product over the last three months.
- Katharina Richter NoneSo I can see they've been quiet recently?
- Hannah Lowe NoneExactly. Usage dropped about a month ago. And look here, they've also got two open tickets that haven't been touched in two weeks. So the story is: customer's gone quiet, they might be stuck on something. That's a red flag for you.
- Katharina Richter NoneThat's exactly what we miss right now. How do I act on that?
- Hannah Lowe NoneYou click a button, you can send them an email directly, or you can brief your team. 'Hey, this customer's gone quiet and they've got open tickets, can someone reach out?' That's proactive.
- Katharina Richter NonePerfect. What if I want to look at all my customers and see which ones are at risk?
- Hannah Lowe NoneThat's where dashboards come in. Let me show you one I built, this is a risk dashboard. It's showing you all customers ranked by usage trend, number of open tickets, time since last interaction. You can see at a glance who needs love.
- Katharina Richter NoneCan I create dashboards like this myself?
- Hannah Lowe NoneYes. We give you the builder: it's drag and drop, no code needed. You can pull any data we've connected: helpdesk, CRM, usage, and arrange it however makes sense for your team.
- Katharina Richter NoneHow often does this refresh? Are we looking at yesterday's data?
- Hannah Lowe NoneThe short answer is: you're looking at today's data. The longer answer is: we refresh nightly from each of your systems, complete refresh finishes by seven in the morning your time, on business days. So if a customer opens a ticket or changes their usage status, you'll see it tomorrow morning.
- Katharina Richter NoneThat's fine, actually, that's perfect for how we work. And what if something goes wrong? If a data source breaks?
- Hannah Lowe NoneWe monitor every connector. If something stops working, we alert you and we work on it. For Starter you've got a four-hour response window on most issues. And we've got good documentation and support to get you unblocked.
- Katharina Richter NoneGood. When would we go live if we signed?
- Matteo Ricci NoneFour weeks for Starter. We'd build your connectors, test everything, train your team, and you'd be live and asking questions.
- Katharina Richter NoneThat's fast. What does the training look like?
- Hannah Lowe NoneWe'd run a session: maybe two hours: walking your team through search, dashboards, best practices. And then we'd give you documentation so you've got a reference.
- Katharina Richter NoneSounds good. I think I've got what I need. Matteo, what's next?
- Matteo Ricci NoneI'll send you a formal proposal: same scope, the commercial terms, and a timeline. You review, make sure it's right, and then we talk about signature.
- Katharina Richter NoneWhen do you need a decision?
- Matteo Ricci NoneBy mid-November. That gives you time to review, check with Jörg, and move forward.
- Katharina Richter NoneGreat. We'll get back to you soon.
- Hannah Lowe NoneThanks, Katharina. Speak soon.
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