Ovenden Software / BG-Demo – Discovery
Callcompleted
Ovenden Software · 8 Mar 2024 14:15
Louise Sutcliffe wants tickets and usage read together to spot quiet customers. Chief Executive Duncan Greenwood pressed on cost and left follow-up to Louise. A demo on realistic data was agreed.
What was said
What this says
As at Fri 9 Oct 2026Louise Sutcliffe wants tickets and usage read together to spot quiet customers. Chief Executive Duncan Greenwood pressed on cost and left follow-up to Louise. A demo on realistic data was agreed.
What happened: Louise described a monthly spreadsheet that joins helpdesk tickets to usage and is out of date by the time it is done. Tom Ashdown offered a demo on realistic data.
Customer view: Louise's test of value is a clear answer on which customers have stopped using the product, and when. Duncan asked what a bad outcome costs and what would make it worth it.
Commercial: Duncan asked about cost early. Tom promised figures in writing and suggested Growth for one team, pending the demo. Duncan said to send times to Louise, which suggests she is the day-to-day lead.
Watch: Louise said her customers dislike data leaving the building. Tom said B-Viz sits inside the customer's own Snowflake account but deferred a firm answer to the CTO. The evidence does not show a budget.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send demo times to Louise Sutcliffe.
- Tom Ashdown to confirm pricing in writing and get the data-residency answer from the CTO.
Risks
As at Fri 9 Oct 2026- Duncan raised affordability early and no figures have been given yet.
- Louise's customers are sensitive about data leaving their premises, so security answers must be firm.
Opportunities
As at Fri 9 Oct 2026- A Growth subscription with implementation for the customer success team, if the demo shows tickets beside usage.
Transcript
Tom AshdownHi Louise, Duncan, can you both hear me? Brilliant. How's your week been, Louise?
Louise SutcliffeHi Tom. Busy, honestly. We've had a recruitment client go live on a new system and everything's been slightly on fire.- Tom AshdownHa, no drama. I hope it's settling. Duncan, you're joining from the office?
Duncan GreenwoodI am. Hello. I've got about thirty minutes, so do you mind if I get straight to it?- Tom AshdownNot at all, let's get on with it. Louise, why don't you tell us what's been going on, and what you'd like to get out of this.
- Louise SutcliffeRight. So we sell timesheet and payroll-integration software to recruitment agencies, and our customer success team is trying to work out which customers are going quiet before they tell us they're unhappy.
- Tom AshdownMm, which is the hard bit.
- Louise SutcliffeYes. We've got tickets in the helpdesk and usage data in a separate place, and nobody reads them together. So when a customer raises the same issue three times, we don't always see that they've barely logged in.
- Duncan GreenwoodSo you want to join those up. Who's doing that now?
- Louise SutcliffeMostly me, on a spreadsheet, once a month. And it's out of date by the time I've finished.
- Tom AshdownRight, that's the pain. What's the system landscape look like? Is it a CRM and a helpdesk, with the usage somewhere else?
- Louise SutcliffeOur CRM, the helpdesk, and then the product database. The finance side is separate and I don't really need it for this.
- Duncan GreenwoodWhat does a bad outcome look like for you, Louise? I want to know what this costs if it doesn't work.
- Louise SutcliffeWe lose a customer we could have kept, and I'm the one who has to explain why. I'd rather find out first.
- Duncan GreenwoodFair. And what would you need to see to believe it's worth it?
- Louise SutcliffeHonestly, a clear answer to a question I can't answer now: which customers have stopped using the product, and when.
- Tom AshdownThat's a good test. We can show that in the demo, on realistic data, rather than my slides. Would that be useful?
- Louise SutcliffeYes, please. Can it show tickets next to usage, not just one or the other?
- Tom AshdownThat's exactly the sort of thing it's built for. Leave that with me and I'll put the demo together around it.
- Duncan GreenwoodWhat's roughly the cost? I don't want to waste anyone's time on something we can't afford.
- Tom AshdownFair. I'll confirm the exact figures in writing rather than quote from memory, but it's a subscription with a one-off set-up, and we'd talk through which tier fits your team size before anything else.
- Duncan GreenwoodGo on, which tier, then?
- Tom AshdownFor one team that's usually Growth, from what Louise has said. Let's see the demo and then we'll be sure.
- Louise SutcliffeIs there anything you need from us to get the demo going?
- Tom AshdownA few example tickets, anonymised, and a rough idea of which usage numbers you'd look at. Nothing heavy.
- Duncan GreenwoodWho's going to be on the call, then? I want the people who'd actually use it.
- Louise SutcliffeMe, and probably someone from our support operations team. They'd be the one reading the tickets.
- Tom AshdownBrilliant. Let's get something in the diary for the demo, Louise, and I'll send times.
- Duncan GreenwoodSend them to Louise. I'll look at the notes after.
- Tom AshdownWill do. Cheers both, really useful.
- Louise SutcliffeTom, before we go, can I ask how the data's kept? Our customers aren't happy about things leaving the building.
- Tom AshdownGood question, and I'll get the right answer from our CTO on the demo. My understanding is it's built to sit inside your own Snowflake account, rather than moving copies out.
- Louise SutcliffeOkay, I'll note that.
- Duncan GreenwoodFine. Thanks, Tom.
- Tom AshdownNo bother. Speak soon, bye.