Eccup Software / BG-Demo – Discovery
Callcompleted
Eccup Software · 2 Feb 2024 12:45
Holly Garside, Head of Customer Success, described stitching CRM, helpdesk and usage exports by hand. Tom Ashdown pointed her to Growth. She needs her chief executive's sign-off and a one-page value case before budget.
What was said
What this says
As at Fri 9 Oct 2026Holly Garside, Head of Customer Success, described stitching CRM, helpdesk and usage exports by hand. Tom Ashdown pointed her to Growth. She needs her chief executive's sign-off and a one-page value case before budget.
What happened: Holly said renewal prep needs three exports from three places, and Oliver, the customer success operations analyst, is the bottleneck. She wants one view of tickets, usage trend and renewal date, with plain-English questions.
Customer view: Holly said "Tickets read against usage" is the point, because quiet providers can be the ones that leave. Her data team could build dashboards but are busy on their own product. A call-recording tool was dismissed as it only searches calls.
Commercial: Tom pointed to the Growth tier as more than one team would use it. He mentioned a placeholder of £54k for the whole deal, implementation included, and said it was not an offer.
Watch: Holly cannot commit budget without her chief executive. The security team will need an early heads up, and Snowflake contents are unconfirmed.
Themes
As at Fri 9 Oct 2026Theme
Renewal visibility discovery
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- Tom Ashdown to send a follow-up note and a list of the data BG-Demo would want to see.
- Holly to confirm demo slots with Oliver, and Tom to send the invite with Tobias covering security.
- Holly to alert the security team early.
Risks
As at Fri 9 Oct 2026- Holly cannot commit budget without her chief executive, who has not yet seen a value case.
- Oliver is a single point of failure for renewal views, and his diary is the constraint on scheduling the demo.
- The in-house dashboards option from the data team could compete for priority.
Opportunities
As at Fri 9 Oct 2026- Growth tier fits a customer success team now and finance later, across a couple of teams.
- A demo on Eccup's own tickets and renewals could make the value case concrete.
Transcript
Tom AshdownHello Holly, can you hear me alright? I've got the little green bar moving on my side.
Holly GarsideLoud and clear. Afternoon, Tom.- Tom AshdownAfternoon! How's your week been? Friday, nearly there.
- Holly GarsideBusy. A few of our providers are coming up for renewal, so I've lived in that list all week. Honestly, that's why I wanted this call.
- Tom AshdownRight, go on then, let's start with the renewals if that's where your head is. What's the problem as you see it?
- Holly GarsideSo we sell care-planning and compliance software to social-care providers. Each provider is its own little world. Some use us every day, some barely log in. And to know which is which I have to pull the renewal date from the CRM, then go to the helpdesk for tickets, then ask product for usage. Three places, three exports.
- Tom AshdownMm. And who does the stitching together? You?
- Holly GarsideMe, and Oliver, who's our customer success operations analyst. He's brilliant but he's one person. Becky and the other managers just ask him for a view before every call. So he's a bottleneck, and I don't like that.
- Tom AshdownNo drama, that's a really common shape. So what would good look like? If I waved a wand.
- Holly GarsideA manager opens one thing before a renewal call and sees the tickets, the usage trend and the renewal date for that provider. And can just ask it a question. What does the usage say? Is this one at risk? Without waiting a day.
- Tom AshdownYeah. That's pretty much what B-Viz is. It sits over the CRM, the helpdesk, the usage data, and you ask it questions in plain English. It all gets built inside your own Snowflake account, so the data doesn't go off anywhere. Is Snowflake something you've got?
- Holly GarsideOur data team has one, I believe. I'd have to check how much is in it. Product usage lives there, I know that much.
- Tom AshdownGrand. That's a good start, then. We'll want someone technical on a later call, and Tobias, our CTO, is who I'd bring. He'll ask you about your security team, so it's worth a heads up to them.
- Holly GarsideThey'll want to see it, yes. We hold data about care providers, so they're careful. I'd rather they heard it early than found out late.
- Tom AshdownSensible. Tell me about the tickets side. What sort of things come in?
- Holly GarsideMostly how-to questions, some about reports not matching, and a handful that are properly urgent. The trouble is I can't easily see whether a provider with lots of tickets is unhappy or just enthusiastic. Heavy users ask more questions. Quiet ones can be the ones that leave.
- Tom AshdownThat's the bit people tend to miss. Tickets on their own tell you very little. You need them next to usage.
- Holly GarsideExactly. That's the point. Tickets read against usage.
- Tom AshdownRight. And how many of you would be using it? Roughly. I won't hold you to it.
- Holly GarsideThe customer success team, so a handful of managers, Oliver, me. Maybe support leads looking in occasionally. Then possibly someone in finance for renewals later. I'd say a couple of teams eventually, not just us.
- Tom AshdownOkay, so that points us at the Growth tier rather than Starter, since it's more than one team. I'll not quote you a price from memory, I'll confirm it properly. But we've pencilled a figure on our side for the whole thing, implementation included, of £53,800. Treat that as a placeholder, not an offer.
- Holly GarsideUnderstood. I'll be straight with you, I can't commit budget without our chief executive. If we go further he'll need the value case in a page.
- Tom AshdownFair enough, and that's the right way round. What would he want to see on that page?
- Holly GarsideHours saved on preparation, probably. And whether we catch a renewal risk earlier. I can't claim numbers I haven't got yet, so we'd need to be honest that the first version is an estimate.
- Tom AshdownGood, I like honest. Next, is anyone else in the frame? Another tool, someone building something in-house?
- Holly GarsideOur data team did mention they could build dashboards. They probably could. But they're busy shipping our own product, so customer success gets the leftovers.
- Tom AshdownYeah, that's the do-it-yourself route. Nothing wrong with it, it just competes with everything else on their list. Anything else you've looked at?
- Holly GarsideNot seriously. A call-recording tool came up, but it only searches calls, and our problem is the combination.
- Tom AshdownRight, that makes sense. So, shall I suggest next steps? A demo on a sample of your own tickets and renewals, with Oliver and Becky there so they can poke at it, and Tobias to cover the security questions.
- Holly GarsideYes. Later this month, if we can. Oliver's diary is the tricky one, I'll check with him this afternoon.
- Tom AshdownLeave that with me for the invite, you just tell me the slots. I'll send a short note after this with what we covered, and a list of what data we'd want to see, so your data team isn't surprised.
- Holly GarsidePerfect. Thanks, Tom. Good call.
- Tom AshdownCheers Holly, have a good weekend. Speak soon.
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