Clayhithe Logistics / BG-Demo – Discovery
Callcompleted
Clayhithe Logistics · 11 Jun 2025 09:30
Toby Westwood described reconciling delivery exceptions, jobs and invoices across three systems by hand. He is open to a demo on Clayhithe's own data but wary of software that is a glorified search box. His MD must sign.
What was said
What this says
As at Fri 9 Oct 2026Toby Westwood described reconciling delivery exceptions, jobs and invoices across three systems by hand. He is open to a demo on Clayhithe's own data but wary of software that is a glorified search box. His MD must sign.
What happened: Tom Ashdown ran a 30-minute discovery call with Toby Westwood, Operations Director. Toby described opening four tabs to answer a lab asking where a package is, and Friday reconciliation across three systems that never agree.
Customer view: Toby wants to see it working on Clayhithe's own data before he believes it. He also worries that if he is off, nobody can answer a client.
Commercial: Toby would sponsor it, but the MD has to sign and will want the numbers first. Tom promised pricing before sending anything, and a demo with the solutions engineer. Toby has not thought about finance yet.
Watch: The evidence does not show a budget, a timeline or the MD's name. No rival is mentioned.
Themes
As at Fri 9 Oct 2026Theme
Discovery, manual reconciliation pain
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- Tom to confirm pricing before sending anything to Toby.
- Tom to book a demo with the solutions engineer and ask Toby to bring the dispatch lead.
- Tom to send the call notes the same day.
Risks
As at Fri 9 Oct 2026- The MD signs and wants numbers first, and the evidence does not show she has been engaged.
- Toby is sceptical after earlier software that proved a glorified search box.
- Toby has not considered finance users yet, so scope is unclear.
Opportunities
As at Fri 9 Oct 2026- A demo on Clayhithe's own dispatch, invoice and client data can address the reconciliation pain directly.
- Toby wants to reduce his key-person dependency, which supports wider user access.
Transcript
Tom AshdownMorning Toby, can you hear me alright?
Toby WestwoodLoud and clear. Morning. Sorry, I've only just come off the depot call, so I'm all over the place.- Tom AshdownNo drama at all. How's your week been? Mad at your end?
- Toby WestwoodMad is the word. Monday was a write-off. A driver off sick and two clients ringing about the same van. Anyway, I'm here now.
- Tom AshdownHa, sounds about right. Thanks for sending the notes across beforehand, that really helped me prep. So you're running same-day and scheduled runs for labs and science parks around Cambridge, yeah?
- Toby WestwoodYeah, that's us. Lab work's the bulk of it, so when a sample has to be somewhere by a certain time there's no room for error. And the science parks all want their own invoicing, which is where it goes sideways.
- Tom AshdownGo on, how does sideways look on a normal week?
- Toby WestwoodHonestly? I've got a delivery exception on one screen, the job on another, and the invoice in the accounting system with a different client name on it, because someone typed it in differently. So if a lab rings asking where their package is, I'm opening four tabs before I can answer.
- Tom AshdownRight. And who does the tab opening?
- Toby WestwoodMe, mostly. Our transport systems admin helps when he's not buried. Finance does the chasing when things go unpaid, but they can't see the jobs side, so it's a lot of emails back and forth.
- Tom AshdownMm. What's that costing you? Not in pounds, I mean how it feels day to day.
- Toby WestwoodErm. Fridays, I'd say. Everyone's trying to close off the week and I'm trying to reconcile three systems that never agree. If a client disputes a charge it can drag on for weeks, because nobody's sure which driver did which run.
- Tom AshdownThat's a horrible spot. What does the client side look like? Is that in your CRM or a separate mess?
- Toby WestwoodSeparate mess, sadly. Sales keep their own list and ops has a spreadsheet. I think the spreadsheet's the one people trust, which tells you everything.
- Tom AshdownHa. So if B-Viz sat across all of that, and you could just ask it which client had a late delivery last Thursday and whether they've paid, would that take the sting out?
- Toby WestwoodProbably. I'd want to see it working on our own data before I believe it, though. We've had software promised before that turned out to be a glorified search box.
- Tom AshdownFair enough. That's exactly why we do it on your records, not a dummy account. Leave that with me, I'll get a demo in the diary with our solutions engineer.
- Toby WestwoodGo on then.
- Tom AshdownSorry, I was typing, go on. What else is on your list? Just getting out of the spreadsheet, or is there more?
- Toby WestwoodBoth, honestly. I'd also like it not to be just me who knows where things are. If I'm off, nobody can answer a client.
- Tom AshdownThat's really common, that. Who else would need access if you were off for a week?
- Toby WestwoodOur admin, I suppose, but he'd want the dispatch side, not just the numbers. I haven't really thought about finance yet, to be fair.
- Tom AshdownOkay. So the admin side goes in the demo, and finance later. Who signs this off on your side?
- Toby WestwoodI'd sponsor it. Our MD would have to sign though. She'll want the numbers before she looks at anything.
- Tom AshdownYeah, fair. I won't send anything over until I've confirmed the pricing, so I'll come back to you on that properly, no guesswork.
- Toby WestwoodBrilliant. Sorry, my phone's going, it's the depot again.
- Tom AshdownGo on, get it. We're nearly done anyway.
- Toby WestwoodSorry. Right, can we do the demo the week after next?
- Tom AshdownLet's get something in the diary. I'll send a couple of times over, and if you can bring whoever runs dispatch, that'd be ideal.
- Toby WestwoodWill do. Cheers Tom.
- Tom AshdownOh, and I'll get the notes over today, so you've got them before your next call.
- Toby WestwoodBrilliant, thanks. Bye Tom.
- Tom AshdownBye Toby. Speak soon.
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