Harbrook Utility Services / BB-Demo – Discovery
Callcompleted
Harbrook Utility Services: documents · 2026-10-07 12:30
Harbrook Utility Services described manual reconciliation across Salesforce, dispatch, Xero and Gong. Sophie Ling positioned Enterprise for sixty to seventy users and Ofwat compliance. No price was given; a proposal and a follow-up are promised.
What was said
What this says
Current to 11 Oct 26Harbrook Utility Services described manual reconciliation across Salesforce, dispatch, Xero and Gong. Sophie Ling positioned Enterprise for sixty to seventy users and Ofwat compliance. No price was given; a proposal and a follow-up are promised.
What happened: In the 7 Oct 2026 discovery call, Vicky Eccles and Priti Haworth described jobs, calls and invoices spread across several systems. Sophie Ling proposed Enterprise.
Customer view: Priti said the finance team cannot easily see the whole picture and that matching jobs to invoices is manual. Vicky wants access for sixty to seventy operations people, but not finance.
Commercial: Ofwat regulation drives the Enterprise fit and a twelve-week implementation including security review. Pricing was only described as a significant investment.
Watch: The proposal was promised for the next day and a follow-up for next Friday. The record does not show either being sent or held.
Themes
Current to 9 Oct 26Theme
Enterprise discovery, regulated utility
Importance
neutral
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Sophie Ling to send the detailed proposal with timeline and pricing, which she said she would send the day after the call.
- Sophie Ling to hold the follow-up with Vicky and Priti next Friday.
- Sophie Ling to line up the solutions engineer for the security review.
Risks
Current to 9 Oct 26- No price was quoted, so the customer has no figure to react to yet.
- The security review for Ofwat compliance adds weeks and needs the customer's team involved.
- The follow-up call is booked for next Friday and is a plan, not a held call.
Opportunities
Current to 9 Oct 26- Sixty to seventy users and regulated status point to Enterprise with SSO, an executive sponsor and Premium support.
- Salesforce, Xero and Gong all have connectors, so the stated systems are covered.
Transcript
Sophie Ling NoneHi Vicky, Priti, thanks for making time. I'm Sophie from BB-Demo. How's your day going?
Vicky Eccles NoneGood, thanks. Busy as usual. So, BB-Demo, you're looking to help us with data?- Sophie Ling NoneThat's the idea, yes. We help utilities and field-services companies connect their CRM, calls, tickets and finance data so you're not juggling multiple systems. Can I ask a few questions first?
- Vicky Eccles NoneSure.
- Sophie Ling NoneSo you're metering and field services. Walk me through a typical workflow when a customer calls in with a problem.
- Vicky Eccles NoneUsually it's call into our contact centre, they log it in our CRM, a technician gets dispatched to site, they complete the work and update the system. At the end, finance need to reconcile what we've done with the invoicing.
- Sophie Ling NoneAnd right now, if you want to know how many jobs you've done for a particular customer in the last three months and whether they've paid, you're pulling from different systems?
- Vicky Eccles NoneExactly. CRM, our dispatch system, and the accounting system. Takes forever. And if someone wants to know why a customer is unhappy, you're reading notes in the CRM, then the call transcript, then the job notes.
Priti Haworth NoneThat's the pain, Sophie. We can't easily see the whole picture. And from a finance perspective, matching jobs to invoices is manual.- Sophie Ling NoneThat's exactly what we solve. So what are your current systems? CRM first?
- Vicky Eccles NoneSalesforce.
- Sophie Ling NoneGood. And your accounting system?
- Priti Haworth NoneXero.
- Sophie Ling NoneAnd the call recorder?
- Vicky Eccles NoneWe use Gong.
- Sophie Ling NonePerfect. Those are all systems we've got connectors for. How many people would you want access? Are we talking the whole operations team or wider?
- Vicky Eccles NoneOperations, contact centre, dispatch, maybe sixty to seventy people. But not finance.
- Sophie Ling NoneRight, so you'd want role-based access. Finance data stays in Xero and the brain doesn't surface it to operations.
- Priti Haworth NoneCorrect.
- Sophie Ling NoneOK. So that sounds like an Enterprise situation: you need a lot of users, good security controls, and maybe Premium support given you're a utility and probably have compliance stuff?
- Vicky Eccles NoneWe do have compliance requirements, yes. We're regulated by Ofwat on the water side.
- Sophie Ling NoneRight, so we'd need to do a full security review with your team. That's something we do at Enterprise, we have a solutions engineer who handles that. Takes a few weeks but it makes sure we meet your requirements.
- Priti Haworth NoneHow long is the whole project?
- Sophie Ling NoneEnterprise implementation is twelve weeks including the security review. We'd start with a kickoff, then work through the connectors, data governance and then go live.
- Vicky Eccles NoneAnd then what kind of support do we get?
- Sophie Ling NoneEnterprise includes a thirty-minute response time for any issues and you get a named engineer on Premium support. You're also getting an executive sponsor on our side, someone senior who is accountable for your success.
- Priti Haworth NoneRight. And pricing, ballpark?
- Sophie Ling NoneI'll put together a full proposal, but Enterprise is a significant investment. It includes a one-off implementation fee plus an annual subscription. Let me send you something detailed next week and we can talk through it.
- Vicky Eccles NoneFair enough. What's the next step?
- Sophie Ling NoneI'll send you a detailed proposal with timeline and pricing. You chat internally, let me know if you have questions, and we'll schedule a follow-up. Sound good?
- Priti Haworth NoneSounds good. When are you thinking for a follow-up?
- Sophie Ling NoneHow about next Friday? That gives you a few days to review.
- Vicky Eccles NoneNext Friday works.
- Sophie Ling NoneGreat. I'll send everything tomorrow and we'll chat next Friday. Thanks for your time.
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