Rufforth Bakeries / BG-Demo – Demo
Callcompleted
Rufforth Bakeries · 22 Oct 2025 10:00
Demo for Rufforth Bakeries on its own data. Melanie Scaife wanted complaints and credits matched with sources shown. Liam Sedgwick pressed on the older ERP, audit evidence and permissions. Written follow-ups were promised.
What was said
What this says
As at Fri 9 Oct 2026Demo for Rufforth Bakeries on its own data. Melanie Scaife wanted complaints and credits matched with sources shown. Liam Sedgwick pressed on the older ERP, audit evidence and permissions. Written follow-ups were promised.
What happened: Hannah Lowe showed a single client view across CRM, helpdesk, orders and credits on Rufforth's data. A rephrased question gave the same answer and sources, and a late export showed a visible freshness warning.
Customer view: Melanie said retailers mind being wrong more than being delayed, so visible freshness fits her need. Liam probed the older ERP, the credit note link, role-based access and exit terms, and wants the answers in writing for audit.
Commercial: This is a Growth-style need, but no tier was named on this call. Dashboards for the weekly complaint review were deferred to the proposal stage, which is a possible later add.
Watch: The ERP connects through an export, not a live link, so export frequency decides how current answers are. Liam is to check the export timing, and that is the main open technical risk.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah Lowe sends the field mapping and the access note to Liam and his manager.
- Liam Sedgwick checks the ERP export timing.
- Lewis Kerr sends the follow-up summary on the day of the call.
Risks
As at Fri 9 Oct 2026- The ERP is older and connects by export, so stale exports could undermine trust in answers.
- Liam needs the credit link field mapping and the access note in writing for audit, and slippage would stall sign-off.
Opportunities
As at Fri 9 Oct 2026- Dashboards for the weekly complaint review could be added once the subscription is agreed.
- Visible source timestamps and freshness warnings match what Melanie says the team needs.
Transcript
Hannah LoweGood morning all, thanks for joining. Before I start, Melanie, what does your team most need to see today?
Melanie ScaifeMorning Hannah. Honestly, we need to see a complaint and a credit side by side, and see whether they match.
Lewis KerrMorning. Hannah's going to show that on your data, not on a sample, so it's a fair test.
Liam SedgwickGood. Can I ask first how it handles the ERP? We're on an older version and I don't want to be told it's easy when it isn't.- Hannah LoweFair. To be precise, we connect to the ERP through an export, not a live link. The short answer is it works. The longer answer is that the export frequency matters, and I'd like to show you how we check it's current.
- Liam SedgwickOkay. So the freshness is visible?
- Hannah LoweYes. Every answer shows the time the source was last updated. I'll show you that in a minute.
- Melanie ScaifeGood. Can we start with the retailers' credits?
- Hannah LoweYes. I'll open the view now. Give me a second, I'm switching to the shared screen.
- Hannah LoweRight. This is a single client across the CRM, the helpdesk, orders and credits. Ask it anything. I'd suggest a question you'd normally have to phone someone for.
- Melanie Scaife'Why did this retailer get a credit last month?'
- Hannah LoweIt's pulling the order, the complaint and the credit. Here it shows the complaint date, the order it links to and the credit note. The sources are all timestamped on the right.
- Liam SedgwickHang on, the credit note date is a day after the complaint. Is that a real link or a guess?
- Hannah LoweGood catch. It's a link through the order reference, not a guess. I'll put in writing exactly which field it uses, because I don't want you relying on my memory.
- Liam SedgwickPlease. I'll need that for the audit.
- Lewis KerrLet's note that as an action. Hannah, can you also show the answer is the same if someone asks the question a different way?
- Hannah LoweYes. Try rephrasing it, Melanie.
- Melanie Scaife'What credits did we give this retailer last month, and why?'
- Hannah LoweSame result, with the same sources. That's the point: one source, one answer. Liam, does that match what you'd expect?
- Liam SedgwickMostly. I'd want to see what happens when the export is late.
- Hannah LoweGood, let's do that. I'll show you the freshness message, which is what the user sees when a source is out of date.
- Liam SedgwickAnd does it still answer?
- Hannah LoweIt does, but it says so. The short answer is yes, with a warning. The longer answer is that the warning is part of the answer, and it's not hidden.
- Melanie ScaifeThat's exactly what we need. Retailers don't mind a delay, they mind being wrong.
- Lewis KerrPut that on the list for sign-off.
- Liam SedgwickWho can see what? Some of our credit notes are sensitive.
- Hannah LoweAccess is by role, so the customer service team can see complaints, but not the finance detail unless they're on a finance role. I'll show the admin page.
- Liam SedgwickAnd that's enforced in the system, not just on screen?
- Hannah LoweYes. To be precise, the permissions are enforced when the question runs, so a user never sees what their role can't see. I'll put that in writing, so you can check it against your policy.
- Liam SedgwickGood. Send it to me and my manager.
- Melanie ScaifeCan we see something for the weekly complaint review?
- Hannah LoweDashboards are something we'd build together later. This afternoon it's pages and search. Let me show you what a saved page looks like.
- Lewis KerrThat's a good point to note for the proposal stage, if you go that way.
- Liam SedgwickOne last thing. What happens to our data if we stop using you?
- Hannah LoweYou keep control of it. It sits in your own Snowflake account, so it's your data throughout. I'll put the exit steps in writing too.
- Lewis KerrSo next steps: Hannah sends the field mapping and the access note, Liam checks the ERP export timing, Melanie lists the retailer questions, and we follow up. I'll send that today.
- Melanie ScaifeThanks everyone, that was really useful.
- Hannah LoweThank you. Any questions, email me and I'll come back within the day.
- Liam SedgwickCheers.
- Lewis KerrThanks all. Speak soon.