Larkspire Software / BG-Demo – Demo
Callcompleted
Larkspire Software · 27 Oct 2025 10:30
Prospect demo for Larkspire Software. Ellie wants tickets lined up with usage per account. Kiran worries about changed ticket categories and single-admin risk. Mapping, architecture and a sample-data test are the next steps.
What was said
What this says
As at Fri 9 Oct 2026Prospect demo for Larkspire Software. Ellie wants tickets lined up with usage per account. Kiran worries about changed ticket categories and single-admin risk. Mapping, architecture and a sample-data test are the next steps.
What happened: Hannah Lowe ran live questions on Larkspire's ticket and usage data. Ellie Marchant and Kiran Bassi asked to see tickets and usage side by side for one account.
Customer view: Ellie's need was to line up tickets with usage without building it themselves. Kiran's concern is that the ticket categories have changed twice, so trends could look broken.
Commercial: Ellie wants to see the category mapping before going further. Sophie Ling will follow up with the proposal once the test on a sample of data has been seen. The pricing discussion was proposed but not held in the transcript.
Watch: Rupert, who Ellie expects to ask about data leaving the environment, was not on the call. Security people at Larkspire will want the architecture diagram and questionnaire answers, which Hannah promised in writing.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Kiran Bassi to send the old and new ticket categories by the end of the week.
- Hannah Lowe to build the mapping and send it back with her assumptions, plus the architecture diagram and questionnaire answers.
- Sophie Ling to send the proposal once the sample test has been seen.
Risks
As at Fri 9 Oct 2026- Ticket categories changed twice, so trends could mislead without a mapping table.
- Larkspire's security reviewers have not yet seen the architecture or data flows.
- Rupert, who Ellie expects to question data handling, was not on the call.
Opportunities
As at Fri 9 Oct 2026- A sample-data test could move the prospect to a proposal.
- The single-admin risk view fits Larkspire's health review need.
Transcript
Sophie LingMorning everyone, can you all see the screen? Hannah's going to take you through it, and I'll keep time.
Ellie MarchantYes, can see it. Morning Hannah. Kiran's just getting his coffee, he'll be on in a second.
Hannah LoweMorning all. Before I start, what do you most need to know from today? I'd rather spend the time on that than on the parts you already know.- Ellie MarchantHonestly, whether it can line up tickets with usage for each account, without us building it ourselves.
- Hannah LoweGood. The short answer is yes. The longer answer is that it depends on how clean your ticket categories are, so I'll show you that as well.
Kiran BassiSorry I'm late. Yes, that's the bit I'm worried about. Our categories have changed twice in the last year.- Hannah LoweNo bother Kiran. That's very common, and it's useful to know. Let's start with a question about one of your accounts, so you can see where it comes from.
- Ellie MarchantGo on, pick one of the ones I flagged, the one that's gone quiet.
- Hannah LoweI'll type in: which accounts have gone quiet, and have they raised tickets before going quiet. Here we go.
- Kiran BassiHang on, it's given a list. Does it count tickets by the old categories or the new ones?
- Hannah LoweTo be precise, it reads your current category field from the helpdesk, so the old tickets will show under their original category. If you want them grouped together, we'd need a mapping table, and I'll put that in writing.
- Kiran BassiRight, that's the thing I need. Otherwise the trends look like they fall off a cliff when the categories changed.
- Ellie MarchantCan you click into one of the accounts? I want to see the actual tickets and the usage next to each other.
- Hannah LoweYes, that's the account view. On the left is usage over the last few months, on the right are the tickets. Notice the usage dip lines up with a spike in how to questions.
- Kiran BassiThat's interesting. We'd assumed that was a product problem, but it looks like the users just didn't know where things were.
- Hannah LoweThat's the kind of thing this is good at. It doesn't tell you the answer, it shows you the two things together so your team can decide.
- Ellie MarchantRight. And is any of this data leaving our environment? I'm sure Rupert will ask.
- Hannah LoweThe data stays inside your own Snowflake account, and BG-Demo runs it there. I'll put the architecture in writing with the data flows, so your IT team can check it properly.
- Kiran BassiGood, because our security people will want to see it. Can you send the diagram too?
- Hannah LoweYes, I'll send the diagram and the questionnaire answers. I'd rather get them right the first time than rush them, so give me a few days.
- Ellie MarchantFine by me. Kiran, do you want to try a question yourself?
- Kiran BassiYes. Which tickets come from accounts that have more than one active user, and which come from accounts with one admin only?
- Hannah LoweLet me just run that. The answer shows the admin count as a column, so you'll see the pattern quickly. Good question, by the way.
- Kiran BassiOh, that's exactly the risk I was thinking about. One admin leaving and nobody knowing how the system works.
- Hannah LoweYes, and that's a real pattern in other accounts. I'd say it's worth including in your health review.
- Sophie LingHannah, we've got about fifteen minutes left, shall we cover the pricing and the next steps?
- Hannah LoweYes, though I'd leave the commercial detail to Sophie. From my side, I'd like to set up a proper test on a sample of your data next, if that's useful.
- Ellie MarchantIt is. I'd like to see the mapping first though, before we go further. Kiran, can you pull the category changes together?
- Kiran BassiYes, I'll send the list of the old and new categories by the end of the week.
- Hannah LowePerfect, that's the most useful thing you could send. I'll build the mapping from it and send it back with a note on what I've assumed.
- Sophie LingGreat. I'll follow up with the proposal once we've seen the test. Thanks everyone, this was really helpful.
- Ellie MarchantThanks Sophie, thanks Hannah. Good to see it on real tickets.
- Kiran BassiThanks all, bye.
- Hannah LoweThanks everyone, I'll put it all in writing today. Speak soon.