Astley Brook Packaging / BG-Demo – Check In
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Astley Brook Packaging · 19 Jun 2026 10:30
Leanne Partington says B-Viz answers complaints in minutes and wants credit and plant planners added. Ticket silence is benign. She cannot yet quantify value; Amara Obi asked her to time complaints.
What was said
What this says
As at Fri 9 Oct 2026Leanne Partington says B-Viz answers complaints in minutes and wants credit and plant planners added. Ticket silence is benign. She cannot yet quantify value; Amara Obi asked her to time complaints.
What happened: Amara Obi introduced herself as CSM to Leanne Partington, Head of Customer Service. Leanne gave a short-order complaint answered in about two minutes instead of chasing three people.
Customer view: Good means her team not opening five systems to answer one complaint. On value she said she cannot put a number on it yet, but her team would complain if B-Viz were taken away.
Commercial: Weekly logins are small against forty licensed users on the Growth plan, so there is seat headroom. Leanne agreed to add credit and the planners at both plants, search and chat only. Leanne said price is not hers to discuss.
Watch: There is no measured value case yet, and a brand with several trading names sometimes returns only one. No tickets in the last month, which Leanne says is genuine quiet.
Themes
As at Fri 9 Oct 2026Theme
Adoption and value case
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Leanne to send names for credit and the planners plus the trading-name example.
- Amara to set up access and offer a morning session for the planners.
- Amara to book the next QBR with Sophie Ling and Sajid Iqbal.
Risks
As at Fri 9 Oct 2026- Value is not yet quantified, so the renewal case rests on Leanne's impression rather than measured time saved.
- Most of the forty seats are unused and credit has been slow to adopt.
- A brand with several trading names sometimes returns only one, which could erode trust in answers.
Opportunities
As at Fri 9 Oct 2026- Bring credit and the plant planners onto the Growth plan, starting with search and chat.
- Run a morning session for the planners to build habit.
- Use timed complaints as a before and after value case ahead of renewal.
Transcript
Amara ObiHi Leanne, can you hear me all right?
Leanne PartingtonLoud and clear. Sorry, I'm eating a very sad desk breakfast. Give me one second.- Amara ObiNo rush at all. Take your time. It's Friday, you're allowed.
- Leanne PartingtonRight, I'm back. Honestly, the complaint of the week, one of our brands rang on Tuesday saying a pallet of printed cases had turned up short. Which brand, which line, what did the customer see, that's all I wanted to know, and I got it from B-Viz in about two minutes instead of chasing three people.
- Amara ObiLove that. That's exactly the sort of thing I was hoping you'd say. So, I should introduce myself properly, we've only spoken a couple of times. I'm Amara, I'm your Customer Success Manager here at BG-Demo, so adoption and making sure you're getting something out of it is my job. Sophie Ling is still your account executive for anything commercial.
- Leanne PartingtonYes, Sophie did the original conversations. Good to put a face to the name, anyway.
- Amara ObiLikewise. So, what does good look like for you this quarter? Just in your own words, I don't want to guess.
- Leanne PartingtonGood is my team not opening five systems to answer one complaint. Customer service, key accounts and credit all looking at the same brand, the same orders, the same invoices. And fewer arguments about whose spreadsheet is right.
- Amara ObiMm, yeah. Okay. So here's what the numbers say. You've got forty licensed users, and the number of people actually logging in each week is still small, but it's grown a lot on last quarter. Several times what it was. Which is great, but it also means most of your seats are sitting there.
- Leanne PartingtonThat sounds about right. It's mostly my team and a couple of the key account managers. Credit have been a bit slower.
- Amara ObiWho else should have access? Credit seems the obvious one given why you bought it.
- Leanne PartingtonCredit, definitely. And I think the planners at both plants would use it if someone showed them. They're always asking us what's happened to an order, and then we go and ask them what's happened to it. Round and round.
- Amara ObiThat's a good loop to break. Would they need the full thing or just search and chat to start with?
- Leanne PartingtonJust asking questions to start with. They won't build anything. They'll want to type a customer name and see orders and complaints. Let's close it today, I'll send you names.
- Amara ObiBrilliant. Send them whenever, and I'll get them set up. Do you want me to run a short session for them as well? Half an hour, nothing heavy.
- Leanne PartingtonYes please. Mornings are better for the plants. Afternoons they're firefighting.
- Amara ObiNoted, mornings. Now, tickets. You haven't raised a single one in the last month, and nothing high priority. I always like to ask whether that's because everything's fine or because you've stopped bothering.
- Leanne PartingtonHa. No, it's fine. Sajid looks after the data side for us, he's our ERP and data analyst, and he'd shout if something stopped loading. It's been quiet, which is how I like it.
- Amara ObiGood. I'd still rather you shout early than late, mind. If the morning refresh ever looks off, tell me before your team notices.
- Leanne PartingtonWill do. Actually, one thing, and I don't know if it's a bug. When I ask about a brand with a few different trading names, it sometimes only gives me one of them.
- Amara ObiOkay, that's useful. Could you send me an example, the brand and what you typed? I'd rather see it than guess. If it's a set-up thing, Sajid might be able to fix it on your side, or we can look from ours.
- Leanne PartingtonI'll do that this afternoon. I'll copy Sajid in.
- Amara ObiPerfect. Now, a quick word on value, because at some point someone senior will ask what this is doing for you. Do you have a sense of what you'd say?
- Leanne PartingtonTime, mostly. Complaints get answered with facts, and quicker. I can't put a number on it yet, but my team would complain if you took it away.
- Amara ObiThat's a good start. Let's try and put something measurable around it. How long a complaint takes to answer now versus before, that sort of thing. Even a rough before and after will help.
- Leanne PartingtonI can ask the team to time a few over the next fortnight. They'll love that, they love being timed.
- Amara ObiHa, sell it gently. Just a handful is plenty. I know the contract is all in order, it's the Growth plan at forty-seven and a half thousand a year and nothing's overdue on our side, so nothing to worry about there. And I'm not going to talk price with you anyway, I know that sits elsewhere.
- Leanne PartingtonYes, thank you. That's not mine. I'd only get it wrong.
- Amara ObiFair enough. Okay, so next steps. You send me names for credit and the planners, plus the brand example. I set up access and offer a morning session. And we get the next QBR in the diary for next month, with Sophie and Sajid there too.
- Leanne PartingtonSounds good. I'll flag the invite to Sajid so he doesn't ignore it.
- Amara ObiThanks, Leanne. Enjoy the rest of your Friday, and I hope the pallet gets sorted.
- Leanne PartingtonCheers Amara. Thanks, speak soon.
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