Larkspire Software / BG-Demo – Discovery
Callcompleted
Larkspire Software · 7 Oct 2025 10:00
Ellie Marchant and Rupert Haines want tickets and usage data joined to spot quiet accounts before renewal. Starter was discussed at £28k on the proposal. Ellie wants to see it on their own data first.
What was said
What this says
As at Fri 9 Oct 2026Ellie Marchant and Rupert Haines want tickets and usage data joined to spot quiet accounts before renewal. Starter was discussed at £28k on the proposal. Ellie wants to see it on their own data first.
What happened: Sophie Ling ran a discovery call with the Head of Customer Success and the Chief Executive. Their pain is manual matching of helpdesk, CRM and usage data, which takes most of Thursday.
Customer view: Rupert wants to know whether quiet accounts are the ones that churn. Ellie's worry is trust: a wrong number once and the team stops using it.
Commercial: Sophie pointed to the Starter tier, with the deal at £28k on the proposal, which is an open item and not executed paper. Ellie said it is early but not a shock.
Watch: Ellie will not put her name to it before seeing it on their own data. A demo was proposed for the following week, with Kiran from support ops and the solutions engineer.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Sophie Ling to send a short agenda and the proposal detail in writing.
- Sophie to run the demo on Larkspire Software's own data, with the solutions engineer present.
- Ellie Marchant to invite Kiran from support ops to the demo.
Risks
As at Fri 9 Oct 2026- Ellie fears one wrong number would end team trust in the product.
- The price is not yet board-ready and Ellie will not back it before seeing it on their own data.
Opportunities
As at Fri 9 Oct 2026- A new Starter tier subscription with a clear use case: spotting quiet accounts and ticket history before churn.
- The demo on their own data can address the trust concern directly.
Transcript
Sophie LingMorning both, can you hear me okay? I think my camera's frozen, so if I look odd, that's why.
Ellie MarchantMorning Sophie, you look fine, we can hear you. Rupert's just joining, he had a call overrunning.
Rupert HainesSorry, sorry. Morning. Go ahead, I'm here for about half an hour, then I've got to run.- Sophie LingPerfect, thanks Rupert. I'll keep it tight. Ellie, I know you sent some notes over, so shall we start with what's not working today?
- Ellie MarchantYes. Honestly, the main problem is that our support tickets sit in one place and our usage data sits in another. When a customer complains, we're guessing whether they've stopped using the product.
- Rupert HainesSo it's a question of joining things up. We've got the helpdesk, we've got the CRM, and nobody's looking at them together.
- Sophie LingThat's exactly the gap we see a lot. What would you want to be able to answer on a Monday morning that you can't answer now?
- Ellie MarchantWhich accounts have gone quiet, and have they raised tickets before going quiet. That's the one I'd love to have.
- Rupert HainesMm. And I'd want to know whether the quiet ones are the ones that churn. I don't want to find out at renewal.
- Sophie LingRight, that's a really clear question. Can I ask what you use today to answer it? Is it manual, or is there a report somewhere?
- Ellie MarchantManual, mostly. My team exports things into a spreadsheet and somebody spends most of Thursday matching it up. It isn't sustainable.
- Rupert HainesWhich is a cost in itself. I'd rather that person was talking to customers.
- Sophie LingAgreed. We'd hope the answer would be a question you can ask in plain English, rather than a spreadsheet. Would that be realistic for your team?
- Ellie MarchantI think so, if the answers are right. My worry is trust. If it gives me a wrong number once, the team stops using it.
- Sophie LingThat's a fair concern, and it's one our solutions engineer would want to address properly, so I'll make sure she's on the next call.
- Rupert HainesGood. I don't want a sales pitch, I want to know what it would cost us to find out. Roughly, what are we talking about?
- Sophie LingFair. I'll be straight with you. For the scope we've discussed, we'd look at the Starter tier to start, and the deal sits at twenty-eight thousand pounds on the proposal, so I'll make sure you get the detail in writing.
- Rupert HainesRight. Ellie, is that within what you'd be able to take to the board, or is it too early for that conversation?
- Ellie MarchantIt's early, but it's not a shock. I'd want to see it working on our own data first, before I'd put my name to it.
- Sophie LingThat's what the demo is for. We can run it on your data, so you can see the tickets and the usage side by side. Would next week suit you both?
- Rupert HainesNext week's fine if it's not longer than an hour. Ellie will pull in her support ops person, I assume.
- Ellie MarchantYes, Kiran, he knows the ticket data better than anyone. I'll invite him.
- Sophie LingBrilliant. I'll send a short agenda beforehand, so Kiran knows what to bring. Anything else you need from us before then?
- Rupert HainesNo, I think that's it. Send it over and we'll look at it.
- Sophie LingThanks Rupert, thanks Ellie. Speak soon.
- Ellie MarchantThanks Sophie, bye.