Astley Brook Packaging / BG-Demo – Demo
Callcompleted
Astley Brook Packaging · 6 Jan 2026 16:30
Demo on 6 Jan 2026 built on the customer's sample data. Leanne Partington wants orders, complaints and invoices in one place. Sajid Iqbal's ERP worry eased. Price sits with the finance director, who was not on the call.
What was said
What this says
As at Fri 9 Oct 2026Demo on 6 Jan 2026 built on the customer's sample data. Leanne Partington wants orders, complaints and invoices in one place. Sajid Iqbal's ERP worry eased. Price sits with the finance director, who was not on the call.
What happened: Hannah Lowe ran the demo on the customer's own orders and complaints, covering the account page, a plain-English question on short orders, and the dashboard builder. Leanne left early, and Sajid and Chris Unsworth stayed to test their own questions.
Customer view: Leanne wants one view of order, complaint and invoice. Sajid's concern was the ERP, and he said "Good. That's most of my worry gone" once read-only access was confirmed.
Commercial: The dashboards were shown as part of what has been scoped for Growth. Sophie Ling aims to agree everything by 20 Feb 2026, a target only, and Leanne said price goes to the finance director.
Watch: The finance director has not been met. Chris's customer-portal complaints may not export in a readable form, and Hannah has not yet confirmed they can be connected.
Themes
As at Fri 9 Oct 2026Theme
Growth demo, one brand view
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah Lowe sends the proposed connector order and the read-only note.
- Chris Unsworth sends an example of what the portal exports.
- Sophie Ling books the proposal call with Leanne Partington.
Risks
As at Fri 9 Oct 2026- The finance director owns price and has not been met.
- Customer-portal complaints may not export in a readable form.
- The sample data was tidier than the real data, so early connector work may be messier.
Opportunities
As at Fri 9 Oct 2026- Growth fits three teams: customer service, key accounts and credit.
- The dashboard builder gives key account managers their own views.
Transcript
Sophie LingHello, hello. Can you hear me all right? I think I'm coming through a bit quiet on my side.
Leanne PartingtonLoud and clear. Sorry, we're just waiting for Chris, he's been on the phone to a customer since lunch.- Sophie LingNo problem at all. Happy new year, by the way, first proper call of the year for me. How's the plant been, back to normal?
- Leanne PartingtonHa, normal. We had a pallet of retail-ready trays go out short on the last day before Christmas, so I've spent the week answering for that. Which brand, which line, what did the customer see. You know how it goes.
Sajid IqbalAnd that's exactly why we're here, really. Finding that out took me most of Monday.
Chris UnsworthSorry, sorry, I'm here. Can you hear me? Right. Afternoon, everyone.- Sophie LingAfternoon, Chris. Right, we've got everybody. Let me introduce Hannah Lowe, our solutions engineer. She's going to drive the demo today, and she's built it on the sample you sent over, so it's your own orders and complaints rather than anything made up.
Hannah LoweHello all. Before I share anything, can I ask what you most need to know by the end of the hour? Then I'll aim the time at that rather than going through every screen.- Leanne PartingtonFor me, one question. A brand rings up and says the delivery was wrong. Can my team see the order, the complaint and the invoice in one place, without three logins and a spreadsheet?
- Chris UnsworthSame, but from the key account side. I want to walk into a grocery review and already know how many complaints they've raised and whether credit has them on hold.
- Sajid IqbalMine's more boring. How does it get the data, how often, and does it touch our ERP in any way that worries me.
- Hannah LoweNot boring at all, and I'll start there then, because it shapes the rest. The short answer is, it doesn't sit outside your business. It's built and run inside your own Snowflake account, so the data stays where you already control it. The longer answer is, we connect read-only to the source systems and land copies into that account.
- Sajid IqbalRead-only on the ERP. To be precise, you're not writing anything back.
- Hannah LoweTo be precise, no. Nothing is written back to the source. I'll put that in writing for you afterwards so you can show it to whoever needs it.
- Sajid IqbalGood. That's most of my worry gone.
- Hannah LoweOkay, I'm sharing my screen now. You should see a search bar and a few pages. Shout if it's too small.
- Chris UnsworthBit small. Oh, that's better, thanks.
- Hannah LoweSo this is an account page for one of the grocery brands in your sample. Top left, the orders from the ERP. Underneath, the complaints from the helpdesk. Over on the right, invoices from the accounting system. It's the same brand, pulled together by name, so nobody has to match them by hand.
- Leanne PartingtonMm. And if the brand name is spelled three different ways across those systems? Because it is. We have a customer that is in the ERP twice.
- Hannah LoweGood catch, and honestly that's the most common thing we see. We map the variants once, together with someone who knows your data, and after that it holds. Sajid, I'd want you in that session.
- Sajid IqbalI'd want to be in it anyway. I know which ones are duplicates and which are genuinely different sites.
- Hannah LowePerfect. Now the part Leanne asked about. I'm going to type a question in plain English. Which orders went out short in December, and which brands complained about them.
- Hannah LoweIt takes a few seconds. There. A list of orders, the shortfall, and the linked complaint tickets, with the ones that have no complaint yet shown separately.
- Leanne PartingtonHang on, go back. That bottom group, the short orders with no complaint. That's the stuff I'd like to ring the brand about before they ring me.
- Chris UnsworthOh, I'd love that. Half my week is being surprised.
- Hannah LoweRight, and that's a good example of the difference between searching and asking. Every answer links back to the records it came from, so you can click through and check. I'd always rather you check the first few than trust it blindly.
- Sajid IqbalHow fresh is that? If I change an order at nine in the morning, is it in there at ten?
- Hannah LoweThe short answer is no. The longer answer is, the refresh runs overnight and is complete by seven in the morning on business days. So yesterday's orders, not this minute's. For complaint handling that's normally fine, but if you need live status, the ERP stays the place for it.
- Leanne PartingtonSeven is fine. My team starts at half seven.
- Chris UnsworthCan I ask about credit? Can it show me whether an account is on hold, and why?
- Hannah LoweIt can show you what the accounting system holds, overdue invoices and the age of them. Whether that is the reason for a hold depends on whether your team records the reason somewhere we connect to. I'd rather say that now than have you find out later.
- Sajid IqbalIt's a note field in the ERP, mostly. Free text.
- Hannah LoweThen it can read that. Free text is fine for search, it's just less tidy for counting. We can look at it in the connector session.
- Sophie LingCan I jump in for one second, because I know Leanne has to leave at the half hour? Hannah, could you show the dashboards bit, since that's part of what we've scoped for Growth?
- Leanne PartingtonYes please, but I do have to go at five, so quickly.
- Hannah LoweOf course. This is the dashboard builder. I've made one called complaints by brand. Drag a field in, choose a chart, save. You build it, we don't.
- Chris UnsworthSo I could make my own for grocery.
- Hannah LoweYou could, and share it with your team. Anyone with access can ask questions of the same data, so you're all looking at one version.
- Leanne PartingtonGood. Right. What I need from today is something to take back. Sophie, will you be sending a proposal?
- Sophie LingYes. I'd like to talk you through it properly in a separate call, and I'm hoping we can aim to have everything agreed by 20 Feb 2026, but that's a target, not a deadline you owe me.
- Leanne PartingtonFine. Price goes to our finance director anyway, that's not my side. I'll just tell him it's coming.
- Sophie LingUnderstood, and thanks for being straight about it. We'll put the proposal in front of you first, and you can decide who sees it.
- Sajid IqbalBefore Leanne goes. Hannah, which connectors would we start with? I'd rather not plug in everything on day one.
- Hannah LoweSensible. From what you've described, the ERP, the helpdesk and the accounting system, because those three give you the order, complaint and invoice view. Email and the call recorder can follow once that's settled. I'll put the proposed order in writing.
- Chris UnsworthAnd the grocery customers' own portals? Some send us complaints through those.
- Hannah LoweI'm not sure, to be honest. It depends on whether the portal exports data in a form we can read. Can you send me an example of what comes out? Then I'll tell you properly instead of guessing.
- Chris UnsworthWill do. Tomorrow.
- Leanne PartingtonOkay, I'm going to dash. Thanks, all. That was useful, and let's close it today, Sajid, you and Hannah sort the data bit between you.
- Sophie LingThanks, Leanne. Speak soon.
- Hannah LoweSajid, Chris, shall we use the rest of the hour to try a couple of your own questions on the sample? Give me something awkward.
- Chris UnsworthOkay. Which grocery brand has the most complaints about damaged cases, and are they getting worse?
- Hannah LoweRight, let's see. It's grouped them by brand and month. One brand stands out, and the trend is flat rather than worse, which is a useful thing to know before the review.
- Chris UnsworthFlat. Huh. I'd have sworn it was worse. Can you click on one of those?
- Hannah LoweThere's the underlying ticket and the order. It says damaged in transit, so that might be the carrier rather than the plant. I wouldn't draw that conclusion from one record, mind.
- Sajid IqbalCan I try one? Orders where the delivery note quantity differs from the invoice quantity.
- Hannah LoweThat needs the two to be joined on the order number. In your sample they are, so, give it a moment. There. A small list. Is that about what you'd expect?
- Sajid IqbalSmaller than I'd expect, actually. Which makes me think the sample is tidier than the real thing. But yes, those are right.
- Hannah LoweThat's a fair point and worth saying out loud. The real data will be messier, which is why the first few weeks are about cleaning the joins, not just switching it on.
- Sophie LingI'll leave it there so we don't overrun. Thanks, both. So, next steps. Hannah sends the connector order and the read-only note, Chris sends the portal example, and I'll get the proposal booked in with Leanne.
- Chris UnsworthBrilliant. Thanks, all.
- Sajid IqbalThanks. Speak soon.
- Hannah LoweThanks, everyone. Bye for now.
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