Cottingley Software / BG-Demo – Discovery
Callcompleted
Cottingley Software · 20 Jul 2026 10:00
Tom Ashdown ran a discovery call with Holly Garside, new in May, and chief executive Asif Rauf. Holly wants renewals read against tickets and usage. Asif wants a price by the end of the month before going further.
What was said
What this says
As at Fri 9 Oct 2026Tom Ashdown ran a discovery call with Holly Garside, new in May, and chief executive Asif Rauf. Holly wants renewals read against tickets and usage. Asif wants a price by the end of the month before going further.
What happened: On 20 Jul 2026 Holly described a renewals list kept in a spreadsheet that is always out of date. Her main systems are the CRM, the helpdesk and product usage data, and she wants tickets read against usage.
Customer view: Asif had about twenty minutes and did not want a long project. He said he would not spend money he cannot justify and wants a number by the end of the month, not vague ranges.
Commercial: Tom would not quote a figure from memory and promised one in writing at the proposal stage. Holly wants to test on one team first. Asif will not sign without Holly's agreement, but needs the figure first.
Watch: The evidence does not show a tier, a price or a held proposal meeting. The promised figure date has now passed and the evidence does not show it was sent.
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 Holly the written figure, copying Asif, and book the proposal meeting.
- Tom to send a short list of questions about Cottingley's systems.
- Holly Garside to send the team list and renewal list.
Risks
As at Fri 9 Oct 2026- Asif expects a firm figure by the end of the month, and a missed promise could stall the deal.
- Asif has little time and wants no long project, which limits scope for a broad rollout.
- Holly joined in May, so her sponsorship is still new and untested.
Opportunities
As at Fri 9 Oct 2026- Holly's need to read tickets against usage for renewals fits what B-Viz does.
- A one-team pilot in customer success could extend to the account managers.
Transcript
Tom AshdownMorning Holly! How's the week been? I hear you've been busy since you started with them.
Holly GarsideMorning Tom. Busy, yes, I've only been here since May, so I'm still finding my feet. Asif's on too, I think. Hi Asif.
Asif RaufMorning both. Sorry, I've got about twenty minutes before my next thing, so let's keep it moving.- Tom AshdownNo drama, we'll get through it. Holly, shall we start with what you're working on?
- Holly GarsideYes. Let's start with the renewals. I've got the list in front of me, and I want to know which customers are about to renew and what their usage looks like.
- Tom AshdownBrilliant. That's exactly the sort of question we're good at answering. Do you have the list in a system, or is it in a spreadsheet at the moment?
- Holly GarsideA spreadsheet, sadly. It's always out of date by the time I've read it. I had this problem at my last place too.
- Asif RaufHow long does it take to get something useful out of this? Because I don't want a long project.
- Tom AshdownFair. The short answer is that we start by reading what you already have, so you don't rebuild everything. The longer answer depends on how many systems are involved.
- Holly GarsideOur main systems are the CRM, the helpdesk, and the product usage data. Tickets matter most to me, because I want to read them against usage.
- Tom AshdownRight, that's a really good combination. Reading tickets against usage is one of the things customer success teams ask for first.
- Holly GarsideWhat does the usage say, though? That's what I'd check first. If usage is flat, the tickets don't mean much on their own.
- Tom AshdownExactly. That's why we'd look at the trend, not just the level. Flat records or a connector that stops loading is usually the first sign something has changed.
- Asif RaufOkay. And I need to know what this costs before I go any further. I'm not spending money on something I can't justify.
- Tom AshdownCompletely understand. I'd rather not give you a figure off the top of my head, so I'll confirm the numbers properly in writing once we've scoped it.
- Asif RaufThat's fine, but I want a number by the end of the month, not vague ranges.
- Tom AshdownUnderstood. Let's get something in the diary for the proposal stage, and I'll bring a clear figure to that meeting.
- Holly GarsideGood. Asif, I'd also want to test it on one team first, before we commit to all of customer success.
- Asif RaufYes, that's sensible. Holly, I'm not going to sign anything without you being happy with it. But I'll need the figure from Tom first.
- Holly GarsideOf course. I won't commit the budget without checking with you, Asif, so let's keep it that way.
- Tom AshdownPerfect. So, next step: I'll send over a short list of questions about your systems, and Holly, can you tell me which teams would use it?
- Holly GarsideYes, customer success first, then the account managers. I'll send the team list and the renewal list this week.
- Asif RaufGood. Tom, send the figure to Holly and copy me in. I'll be back on for the proposal.
- Tom AshdownWill do. Leave that with me, I'll get it over properly. Thanks both.
- Holly GarsideThanks Tom, that was useful. Speak soon.
- Tom AshdownCheers Holly. Cheers Asif, speak soon.