After the demo: next steps and the proposal

Hi Siân, Thanks for today. I thought the session went well, and it was useful to see the reaction when the brain pulled a customer's contracts, calls and recent bills together without anyone switching systems. A few things I noted down: - You wanted to see how a complaint answer would be assembled and how you would show where each fact came from. - You asked what the record would say if two systems disagree about the same customer. - You want to measure the benefit before claiming it, which I think is the right instinct. Hannah is copied and will write up the answers on the complaint evidence and the disagreement point, so you have something to take to your team. Can you tell me what you would need from us to take this to your colleagues who sign off budget? I would rather give you the right material once than send three versions. Cheers, Tom

Hi Tom, Thanks, a good session and the teams were positive. What does the record say, though? That is the question I will be asked, so a few specifics would help. First, for complaints, I need to see that an answer can be traced to its source and that it meets the regulator's timing and content rules. The demo showed the shape of it, but I want it in writing, by process, not just a screen. Second, one customer, one view. If the billing data and the CRM disagree, which one wins and does the brain say so? Our collections team will hit this on day one. Third, a way to measure it. Let's measure it before we claim it: what would we count in the first quarter, and what would we have to give you to count it? If Hannah can cover those, I can start the internal conversation properly. Diolch, Siân

Hi Siân, Fair questions, and thanks for setting them out so clearly. Hannah will write up all three, and I will not try to paraphrase her on the technical points because she would rather it was exact. The short version on the second one is that the brain keeps the source of each fact visible, so a disagreement shows up as a disagreement rather than being smoothed over. She will put the detail in writing. On the measuring point, I think we should agree a small set of things to count in the first quarter together, and write them into the plan so nobody argues about it later. On the commercial side, the proposal is built around the Enterprise tier. The deal is currently held at £145,000 in total, which includes the one-off implementation fee, and I will confirm the split between that and the annual subscription in the written proposal rather than quote it from memory. We are working towards 27 Dec 2024 as the date to have it signed, but that is a plan, not a promise, and it depends on your security review and your internal sign-off. Let's get something in the diary for a follow-up with Hannah once you have read her note. Cheers, Tom

Hi Tom, Thanks. Hannah's note arrived this morning and answers most of it. I have one follow-up for her on the complaint timing, which I will send separately. On the figure, I will take it to the person who signs off spend on our side before we discuss it further. I will not go around them on money, so please do not expect a view from me on the number until that conversation has happened. Please send the written proposal with the split between implementation and subscription made clear, so there is no confusion about what is a one-off and what recurs. I also want your confirmation that the date of 27 Dec 2024 is something we are both treating as a target. Our own process and the security review will decide it, not the calendar. Diolch, Siân