Customer story: Brimscombe Energy

A business customer of a supplier like Brimscombe is rarely simple. One company may have many sites, several contracts, a stream of billing questions and, from time to time, a complaint. Before the brain, the facts about that customer lived in separate systems, and each team saw only the part it owned.

That created three everyday problems:

• A key-account manager could walk into a conversation without knowing that collections had an open query on the same customer.
• A collections colleague could chase a balance without seeing that a complaint was already in progress.
• A complaints handler had to assemble the history by hand, which mattered because complaint answers have to meet the regulator's rules and keep to their deadlines.

Siân Pritchard, Head of Customer Data and Insight, put the aim simply: one customer, one view.

The solution

Brimscombe chose the Enterprise tier of the BB-Demo company brain. The brain sits as one AI-queryable layer over the systems the teams already use, and it is built and run inside Brimscombe's own Snowflake account, so the data stays within the company's own environment.

Enterprise was chosen because the brain is used company-wide and by a regulated business. The tier brings single sign-on and provisioning for the user base, an executive sponsor on the customer side and a service level suited to a supplier whose teams rely on a fresh view every working day.

How the teams use it

Key accounts

Key-account managers ask the brain what has happened with a customer before they speak to them: which sites and contracts are in scope, what was said on recent calls and whether anything is outstanding. They prepare in less time and go into reviews with the same facts as everyone else.

Collections

The collections team uses the same view to see the context behind a balance. A bill that is disputed, a site that has changed hands or a conversation already under way are visible before the first call is made, so the contact is better judged and better timed.

Complaints

The complaints team uses the brain to pull together contracts, bills and call history for a business customer when a complaint arrives. Having the record in one place supports answers that meet the regulator's rules and helps the team keep to every deadline.

What the evidence shows

This story only claims what Brimscombe can measure.

• Adoption. The account has been live since Friday 10 January 2025 and the three teams named above use the brain as part of their normal working day. Active use has grown compared with the previous quarter.
• Stability. The service has been running without support escalations over the most recent period, and the account has no overdue invoices.
• Working method. Teams ask the brain questions rather than reconciling systems by hand, and the three teams now refer to the same record of a customer.

Brimscombe has not yet put a value on the time saved or on any change in complaint outcomes. Siân's view is: let's measure it before we claim it. For that reason this story does not quote savings or retention figures. A measured value case is listed under next steps.

In their words

> "When someone asks what the record says, we want every team to give the same answer. That is what the brain has given us: one customer, one view." > > Siân Pritchard, Head of Customer Data and Insight, Brimscombe Energy

> "What does the customer see? Now it is the same picture whichever of our teams they speak to, and that holds up much better when we are asked how we handled a case." > > Graham Tovey, Chief Customer Officer, Brimscombe Energy

Next steps

Internal record (not for publication)

• Contracted annual recurring revenue: £120k.
• Account owner: Tom Ashdown.
• Customer success manager: Daniel Okafor.
• Current term ends 9 Jan 2027.
• This story supports the renewal as a reference case. It sits alongside, and does not replace, the executed order form, which remains the record of contracted terms.

Approval