Rufforth Bakeries / BG-Demo – Discovery
Callcompleted
Rufforth Bakeries · 22 Sep 2025 10:00
On the 22 Sep 2025 discovery call, Rufforth Bakeries described matching credits to complaints by hand. The Finance Director will not sign off anything that does not reconcile to the ledger.
What was said
What this says
As at Fri 9 Oct 2026On the 22 Sep 2025 discovery call, Rufforth Bakeries described matching credits to complaints by hand. The Finance Director will not sign off anything that does not reconcile to the ledger.
What happened: Lewis Kerr ran discovery with Melanie Scaife and Brian Kilvington. Melanie wants to stop chasing retailer credits and complaints across different screens.
Customer view: Brian said credit is the bit that causes most grief, since credits and complaints sit in different systems and are matched by hand. He wants the figures to tie to the ledger before he believes any estimate.
Commercial: Brian wants a decision in the next few months, once he has seen the reconciliation. He asked where the data sits, and Lewis said it runs inside their own Snowflake account.
Watch: Brian will not decide alone and wants his ledger lead involved. The sample export depends on IT agreeing, and the evidence does not show a tier or a price discussed.
Themes
As at Fri 9 Oct 2026Theme
Credit and complaint reconciliation
Importance
neutral
Sentiment
positive
Voice
decision-maker
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 written summary to Melanie Scaife and Brian Kilvington.
- Brian Kilvington to check with IT about sharing a sample export, and Melanie Scaife to list the three most common complaint types.
- Lewis Kerr to book a demo with the solutions team, including finance, operations and customer service.
Risks
As at Fri 9 Oct 2026- The Finance Director will not sign off anything that does not reconcile to the ledger.
- The sample export needs IT agreement, and the demo is planned only once it is shared.
- Finance wants its ledger lead to judge the numbers, so the decision involves more people.
Opportunities
As at Fri 9 Oct 2026- One B-Viz view across the CRM, helpdesk, orders and accounting data addresses the manual matching of credits to complaints.
- Answers that show their source and last update time suit retailers who want replies in writing.
Transcript
Lewis KerrGood morning, Melanie, Brian. Thanks for making the time. Before we dive in, what would you most like to walk away with today, and by when?
Melanie ScaifeMorning Lewis. Honestly, I'd like to stop chasing retailer credits and complaints across different screens.
Brian KilvingtonAnd I need to know it ties back to the ledger. If it doesn't reconcile to what we've invoiced, I can't sign off anything.- Lewis KerrThat's fair, and it's the right test. Let's start with what you use today. Melanie, which systems does your team live in?
- Melanie ScaifeWe've got the CRM for accounts, the helpdesk for complaints, and orders come out of the ERP. Credit notes sit in the accounting system, which is really Brian's world.
- Brian KilvingtonCredit is the bit that causes most grief. We issue a credit, it sits in one system, and the complaint sits in another. Somebody has to match them by hand.
- Lewis KerrRight. Roughly how often does that happen?
- Melanie ScaifeMost days, really. The team spends a fair chunk of the morning on it.
- Brian KilvingtonI'd rather not guess. I'd want to see it in the figures before I believe anyone's estimate.
- Lewis KerrCompletely. When we size it, I'd like to look at the time spent and the credits involved. Would you be able to share a sample export?
- Brian KilvingtonPossibly. I'd need to check with IT first, and I'd want to know what it's for.
- Lewis KerrFair. It's to size the problem, not to change anything. I'll put that in writing today so you have it.
- Melanie ScaifeGood. The reason we're looking now is that retailers keep asking why they got a credit, and we can't always answer straight away.
- Lewis KerrThat's a very useful thing to hear. Does that come up mainly with the big chains, or across the board?
- Melanie ScaifeMostly the big chains, because they've got more orders and more deductions. The smaller ones just ring us.
- Brian KilvingtonAnd deductions are where I get nervous. If a system shows a number that doesn't match the ledger, that's a problem for me, not for the retailers.
- Lewis KerrAgreed. In short, we'd build one view across the CRM, the helpdesk, the orders and the accounting data, so an answer comes from the same source each time.
- Brian KilvingtonWhere does the data sit? I'll need that answered before anything else.
- Lewis KerrIt's built and runs inside your own Snowflake account. The short answer is your data stays in your environment. The longer answer is that our solutions team should take you through that properly, if we get that far.
- Brian KilvingtonOkay, that helps.
- Melanie ScaifeCan I raise the retailer side? A few of them won't take an answer over the phone, they want it in writing. Can the answer come from the system with a timestamp?
- Lewis KerrYes. Each answer can show where it came from and when the source was last updated. I'll show that when we get to a demo.
- Brian KilvingtonI'd want that check on the figures, not just the words.
- Lewis KerrAgreed. Let's keep that as a requirement.
- Melanie ScaifeSorry, I've got someone at the door. Carry on.
- Lewis KerrNo problem. While you're gone, Brian, who needs to be involved from your side?
- Brian KilvingtonFinance, mainly me, and my ledger lead. I'd want the people who can say whether a number is right. I'm not going to make that call on my own.
- Lewis KerrThat makes sense. I'll note that finance needs to see the reconciliation approach before any decision.
- Melanie ScaifeBack. Sorry. Yes, we'd want operations and customer service in the demo too.
- Lewis KerrGreat. So next steps: you share a sample export if IT is comfortable, Melanie lists the three most common complaint types, and we book a demo with our solutions team. I'll send all that in writing today.
- Brian KilvingtonFine. Send it to me as well as Melanie.
- Melanie ScaifeYes please. Thanks Lewis.
- Lewis KerrBefore we go, Brian, can I check the timing with you?
- Brian KilvingtonWe're not in a rush, but I'd like a decision in the next few months, once I've seen the reconciliation.
- Lewis KerrThat's reasonable. Let's plan the demo for once we have the sample export, so the decision is based on your own data.
- Melanie ScaifeSorry, I need to jump, I'm on the floor at half past. Can we get the next steps?
- Lewis KerrOf course, they're in the summary.
- Brian KilvingtonGood. Thanks both.
- Lewis KerrThank you. Speak soon.
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