Ovenden Software / BG-Demo – Demo
Callcompleted
Ovenden Software · 25 Mar 2024 14:15
Louise Sutcliffe and Aaron Crowther watched a demo of ticket grouping, usage and connector health. Aaron's security concerns centre on data staying in their own Snowflake account and on inheriting existing roles.
What was said
What this says
As at Fri 9 Oct 2026Louise Sutcliffe and Aaron Crowther watched a demo of ticket grouping, usage and connector health. Aaron's security concerns centre on data staying in their own Snowflake account and on inheriting existing roles.
What happened: Tom Ashdown ran the demo with Tobias Renwick answering technical questions. Aaron asked about ticket grouping, response times against tier and connector health.
Customer view: Aaron said security will want the data to stay in their own Snowflake account, with no second set of permissions. Louise said she wants to know if one person is doing all the asking.
Commercial: No price or tier was discussed. Interest centres on tickets next to usage, which fits the connector and questions-asked measures B-Viz reports.
Watch: Reopened tickets need an agreed first-response definition before go-live. Tobias said no roadmap date is promised in writing, so a separate note is due. Aaron asked for a copy of the demo data set-up.
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 meeting times for the next step and the roadmap note.
- Tobias Renwick to send the demo data set-up with the note.
Risks
As at Fri 9 Oct 2026- Their security team must be satisfied that data stays in their own Snowflake account and access follows existing roles.
- Frequent reopened tickets could distort response-time reporting unless the first-response definition is agreed.
Opportunities
As at Fri 9 Oct 2026- Louise said seeing usage next to tickets is the whole point, so a ticket and usage view is a strong hook.
Transcript
Tom AshdownAfternoon all, can everyone hear me? Lovely. Louise, how was your week?
Louise SutcliffeFine, thanks. Easier than last week, which was a bit of a fire drill.- Tom AshdownHa, no drama. Tobias, you've joined us from the office, yes?
Tobias RenwickI have. Hello. Before we start, can I ask what your security team will need to see, so that I don't waste your time?- Louise SutcliffeMostly where the data sits and who can see what. Aaron's the one who'll ask.
Aaron CrowtherYes. Our security team will want to know the data stays in our own Snowflake account, and that access follows our existing roles. I don't want a second set of permissions to manage.- Tobias RenwickTo be precise, the platform runs inside your own Snowflake account, so the data stays where it already is. The honest answer on roles is that it inherits the access you've already set up. I'll show you that in a minute.
- Tom AshdownLovely. Shall I go ahead, then?
- Tobias RenwickPlease. I'll sit quietly and answer questions as they come up.
- Aaron CrowtherCan you show how tickets get grouped? That's the bit we'd use most.
- Tom AshdownAbsolutely. So this is the view we'd set up for you. Tickets come in grouped by category: connector sync, data freshness, how-to, and so on.
- Aaron CrowtherAnd the response times, can you see those against the customer's tier?
- Tobias RenwickYes. The trade-off is that response time is only as good as the timestamps in the helpdesk, so the report reads from there. If your timestamps are messy, the report will be messy too.
- Aaron CrowtherOurs are pretty clean, but people do reopen tickets.
- Tobias RenwickThen we'd need to count the first response, not the reopened one. I'd want to agree that definition with you before go-live.
- Louise SutcliffeYes, that matters. We get a lot of reopened tickets when the same customer comes back.
- Tom AshdownRight, let's note that. Louise, do you want to see the usage side next to the tickets?
- Louise SutcliffeYes, that's the whole point.
- Tom AshdownSo here's a customer's usage over the last quarter, with the tickets sitting alongside it. You can see where the questions are coming from.
- Louise SutcliffeThat's useful. Can you go back to the team level, though?
- Tom AshdownOf course. Give me a second, I'll find the view.
- Tobias RenwickTom, while you're finding it: the questions people ask in the platform are logged against the person who asked them, not just the team. Is that something you want?
- Louise SutcliffeProbably, yes. I'd want to know if one person is doing all the asking.
- Tobias RenwickThat's a key-person risk, which is a fair thing to watch for. I'd rather show it than hide it.
- Aaron CrowtherAgreed. Also, can we see which connectors are loading? If one of our systems has changed, I'd want to know quickly.
- Tobias RenwickYes. A connector that stops loading, with the records not moving, usually means the source has changed. That's the sort of thing we'd flag.
- Tom AshdownThere it is, the team view. You can see Louise's team is using it most.
- Louise SutcliffeYes, that's us. Everyone else is quieter.
- Tom AshdownNo drama, that's normal early on. Shall we do the tickets next?
- Aaron CrowtherPlease, that's the bit I'd test first.
- Tobias RenwickBefore we finish, I want to be clear on one thing. We don't promise a roadmap date in writing, so anything beyond what we've shown today I'll confirm in a separate note.
- Tom AshdownTotally fair. I'll send that over with the follow-up.
- Aaron CrowtherThanks. Can we have a copy of the demo data set-up, so I can see what we'd be looking at?
- Tom AshdownYes, I'll ask Tobias to pull that together. Tobias, can you do that?
- Tobias RenwickI can, yes. I'll send it with the note.
- Louise SutcliffeBrilliant. This has been really useful, thank you both.
- Tom AshdownPleasure. Let's get something in the diary for the next step, then. I'll send times.
- Aaron CrowtherSounds good. Bye all.
- Tobias RenwickThank you. Goodbye.