Fewston Heating Supplies / BG-Demo – Demo
Callcompleted
Fewston Heating Supplies · 22 Sep 2026 12:45
Lisa Dewhirst, who does not hold the budget, liked the single installer view across counters, key accounts and credit. Decision date is Fri 20 Nov 2026. IT review and Credit buy-in are still open.
What was said
What this says
As at Fri 9 Oct 2026Lisa Dewhirst, who does not hold the budget, liked the single installer view across counters, key accounts and credit. Decision date is Fri 20 Nov 2026. IT review and Credit buy-in are still open.
What happened: Theo Gallagher showed one installer account end to end, using the extract Fewston shared, covering chat, the account page, a dashboard and the Snowflake set-up. Lisa opened with a credit hold story where the counter could not see why.
Customer view: Lisa said each team has its own version and they never quite agree. She said she would want the counter summary on the screen at every counter, and that the call was more useful than she expected.
Commercial: Lewis Kerr confirmed Growth is being evaluated, with a decision date of Fri 20 Nov 2026. The deal amount is £62k, the total with implementation, not an annual figure. Lisa cannot commit and will take it upstairs.
Watch: Lisa does not hold the budget. Credit may be protective of its records, and IT will review the security note. The Monday spreadsheet is a possible value case.
Themes
As at Fri 9 Oct 2026Theme
Growth demo, single account view
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- Lewis Kerr to send the Growth proposal and set up a further call in early next month.
- Theo Gallagher to send the security note to Lisa for IT the same day.
- Lisa to raise a short session with the credit team and find out how long the Monday spreadsheet takes.
Risks
As at Fri 9 Oct 2026- Lisa does not hold the budget, so the decision sits with people who were not on the call.
- Credit may resist a shared view of its records.
- IT has not yet reviewed the Snowflake security note.
Opportunities
As at Fri 9 Oct 2026- Growth would give trade counters, key accounts and credit one shared installer view.
- The Monday spreadsheet gives a measurable hours-saved value case for the dashboards builder.
Transcript
Lewis KerrAfternoon, Lisa. Can you hear us all right?
Lisa DewhirstLoud and clear, afternoon. Sorry, I'm eating a sandwich at my desk, it's been one of those days. Can I tell you a quick story first? It's why I'm so keen on this.- Lewis KerrPlease do.
- Lisa DewhirstAn installer came into one of our counters first thing this morning. Good customer, been with us for years. His account showed a credit hold on the counter screen, but the lad serving him couldn't see why. Credit team could see it, because they'd had a call about a late payment last week. So the counter rang credit, credit rang the key account manager, and he stood there for ten minutes with a van parked outside. That's the sort of thing I want gone.
Theo GallagherYeah, that's exactly the shape of problem we'd hope to show you today. Hello, by the way, Lisa, Theo. I'm the solutions engineer, I'll be doing the driving.- Lisa DewhirstHi Theo. Good to meet you properly.
- Lewis KerrBefore Theo starts, just so we're all pointed the same way. As I understand it, you're evaluating Growth, so the trade counters, key accounts and credit all see one installer account, and the date we pencilled in to decide is Friday 20 November 2026. Is that still right, or has anything moved?
- Lisa DewhirstThat's still right as far as I know. I don't hold the budget, so I'll be taking whatever we see today upstairs. But yes, the aim is to be in a position to decide by then.
- Lewis KerrUnderstood. That's helpful. Theo, over to you.
- Theo GallagherThanks. So the plan for the hour. First I'll show you one installer account end to end, using the extract your team shared with us. Then the questions a counter person might ask, then the same account from credit's side. Then we can talk about how it's built, because I know your colleague in IT will want to look at that. Is that fair?
- Lisa DewhirstShow me one account end to end. That's all I really need to see. The IT bit, yes, they'll definitely want a look, I'm not skipping that.
- Theo GallagherGood, I'd rather they did. Sharing my screen now. Can you see it?
- Lisa DewhirstYes, I can see a search box and not much else.
- Theo GallagherThat's deliberate. It's a chat and search layer, so you start by just asking. I'll pick one of your installer accounts from the extract and type: why is this account on credit hold?
- Theo GallagherSo there's the answer. It's pulling from the accounting side, where there's an overdue invoice, and from the call notes, where someone has logged a conversation about the payment. And each line has a source underneath, so you can click through to the record it came from.
- Lisa DewhirstRight. So what does the installer see at the counter? Because the counter person isn't going to click through a lot of things.
- Theo GallagherFair. The counter person would ask the same question and get the same short answer on top. The detail is there if they want it. Let me show you the account page, which pulls the lot together.
- Theo GallagherThis is the page for that installer. Orders, open quotes, the credit position, the last few conversations with your teams, any support or complaint history. All in one place, and it's the same page for counter, key account and credit.
- Lisa DewhirstMm. That's the thing. At the moment each of them has their own little version, and they never quite agree.
- Lewis KerrThat's partly why we scope Growth the way we do. It's built for several teams sharing one view, rather than one team on its own.
- Lisa DewhirstHow many people would that cover? I'm not asking for a price, I just want to know if it stretches across sixty counters.
- Lewis KerrGrowth includes forty users and eight connectors. For sixty counters I wouldn't assume everyone is a user from day one. Typically a smaller group uses it first and it grows from there. I'd rather look at who actually needs it than put a number in your head from memory.
- Lisa DewhirstOkay, that's sensible. Counter managers first, probably, then the key account people and credit.
- Theo GallagherLet me show you something for the key account side, then. Say a manager wants to know which installers have gone quiet. I'll ask: which of our larger installer accounts have ordered less this quarter than last?
- Theo GallagherThere's a list. It's working from order history, so it's only as good as that history. If a branch keys things in late, the answer will lag. I'd rather say that now than have you find it later.
- Lisa DewhirstAppreciated. We do have branches that key things in late, so that's useful to know. Can it tell me which counter the drop is coming from?
- Theo GallagherLet me try. Show me the drop by counter for the first account on that list.
- Theo GallagherSo that account has been buying from one counter far less, and a different counter slightly more. That could be a move of job site, or it could be something about service at the first counter. The tool shows you the pattern, it doesn't tell you the reason. Someone still has to pick up the phone.
- Lisa DewhirstWhich is fine. I'd rather have the pattern than not. Right now nobody sees it until the installer stops coming.
- Lewis KerrOn a related point, Growth also includes the dashboards builder, so if the key account team wants that view as a standing screen rather than asking each time, they can build it.
- Theo GallagherDo you want to see that? It's a few minutes.
- Lisa DewhirstGo on, quickly.
- Theo GallagherSo that's a simple one. A table of installers, order trend, credit status, last contact. You can filter by counter. It's saved, anyone with access can open it.
- Lisa DewhirstThat's close to the spreadsheet my team builds every Monday. It takes someone most of the morning.
- Lewis KerrThen I'd note that. It's a good one to put a number on when we get to the proposal, hours saved on that Monday job.
- Lisa DewhirstI can find that out. I'll ask the team how long it really takes.
- Theo GallagherNow credit's side, as promised. I'll ask what an account manager and a credit controller would each want to know about the same installer.
- Theo GallagherSame account, same facts. Credit sees the invoice history first, key accounts see the order trend first, but the underlying data is one set. So nobody can be looking at a different version of the truth.
- Lisa DewhirstThat's the bit I'd want Credit to see for themselves. They can be a bit protective of their records, to be honest.
- Lewis KerrThat's common. Would it help if we ran a short session with the credit team, using the same account?
- Lisa DewhirstMaybe. Let me raise it first and come back to you.
- Theo GallagherFine by me. Now the architecture, briefly, for your IT colleague. B-Viz is built and runs inside your own Snowflake account. The data doesn't leave it, we don't hold a separate copy. Access follows the permissions you set. For anything more detailed, I can put together a short note with the control references.
- Lisa DewhirstThat's what I'd need. If I send that to IT they'll come back with questions, and I'd rather they came to you directly.
- Theo GallagherWelcome to. Whoever it is can email me or join a call. I'll answer what I can evidence and say so when I can't.
- Lisa DewhirstBrilliant. Can I ask something a bit awkward? Strensall told us it took a while before people really used it. What's the honest picture?
- Lewis KerrI won't discuss another customer's set-up, so I'll answer generally. Adoption is slowest when nobody owns it. It goes better when one person, someone like you, is clear about the two or three questions the teams should ask first, and the implementation is built around those.
- Lisa DewhirstFair answer. I can be that person, I think. Or at least find someone.
- Theo GallagherOne more thing worth showing, since you mentioned installers served the same at every counter. I'll ask a question the way a new counter person might: what should I know about this installer before I serve them?
- Theo GallagherThat's a short summary. Preferred contact, recent issues, credit position. It's deliberately plain.
- Lisa DewhirstYeah, I like that. That's what I'd want on the screen at every counter. Right. So where does this leave us?
- Lewis KerrNext step on my side is a proposal for Growth. For the record, the deal amount we're working to is £62,000, and that's the total, implementation included, not an annual figure. I'll set out what's in it and the VAT position properly in writing. I'll send that over once we've spoken again.
- Lisa DewhirstOkay. I can't commit anything, you know that, but I'll take it upstairs. Can we have another call to go through it? I'd rather talk it through than just read it.
- Lewis KerrOf course. I'll send a time for early next month.
- Theo GallagherAnd I'll write up the security note and send it to you today for IT. If they've got questions on the Snowflake side, they can send them straight to me.
- Lisa DewhirstLovely. Thanks, both. That was more useful than I expected, and I was a bit dreading it.
- Lewis KerrGlad to hear it. Speak soon.
- Theo GallagherCheers, Lisa. Bye.
- Lisa DewhirstBye.
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