Harbrook Utility Services / B-Brain – Discovery

Hi Vicky, Priti, thanks for making time. I'm Sophie from B-Brain. How's your day going?

Good, thanks. Busy as usual. So, B-Brain, you're looking to help us with data?

That'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?

Sure.

So you're metering and field services. Walk me through a typical workflow when a customer calls in with a problem.

Usually 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.

And 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?

Exactly. 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.

That's the pain, Sophie. We can't easily see the whole picture. And from a finance perspective, matching jobs to invoices is manual.

That's exactly what we solve. So what are your current systems? CRM first?

Salesforce.

Good. And your accounting system?

Xero.

And the call recorder?

We use Gong.

Perfect. 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?

Operations, contact centre, dispatch, maybe sixty to seventy people. But not finance.

Right, so you'd want role-based access. Finance data stays in Xero and the brain doesn't surface it to operations.

Correct.

OK. 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?

We do have compliance requirements, yes. We're regulated by Ofwat on the water side.

Right, 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.

How long is the whole project?

Enterprise 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.

And then what kind of support do we get?

Enterprise 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.

Right. And pricing, ballpark?

I'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.

Fair enough. What's the next step?

I'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?

Sounds good. When are you thinking for a follow-up?

How about next Friday? That gives you a few days to review.

Next Friday works.

Great. I'll send everything tomorrow and we'll chat next Friday. Thanks for your time.