Cottingley Software / BG-Demo – Demo
Callcompleted
Cottingley Software · 21 Aug 2026 15:15
Holly Garside, Head of Customer Success, wants her agency renewals and usage in one place. She is waiting on a written price, quoted as sixty-two thousand on BG-Demo's side, and her chief executive decides.
What was said
What this says
As at Fri 9 Oct 2026Holly Garside, Head of Customer Success, wants her agency renewals and usage in one place. She is waiting on a written price, quoted as sixty-two thousand on BG-Demo's side, and her chief executive decides.
What happened: Theo Gallagher demoed tickets, renewal dates, connector sync and question history. Tom Ashdown said the deal sits at sixty-two thousand but he wants to check how it splits before confirming.
Customer view: Holly wants renewals and usage before she speaks to any agency. She said the value is in what staff ask, and she wants names hidden for care staff.
Commercial: Holly said Growth is several teams, so the figure tracks. Anything on budget goes to her chief executive, and she wants it in writing.
Watch: The price is unconfirmed and the evidence does not show the split. The written answers and price split were promised after the call, and the evidence does not show whether they were sent.
Themes
As at Fri 9 Oct 2026Theme
Renewals view and pricing
Importance
neutral
Sentiment
neutral
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown sends Holly the written price split.
- Theo Gallagher sends the written answers, including how name hiding behaves.
- Tom books the proposal call with Holly's chief executive.
Risks
As at Fri 9 Oct 2026- The price is unconfirmed and Tom Ashdown has not yet explained how it splits.
- Holly's chief executive has not been on a call and decides on budget.
- Question history may show names, and she wants them hidden for care staff, which is not yet confirmed.
Opportunities
As at Fri 9 Oct 2026- A Growth-tier deal fits her need for several teams and a renewals dashboard.
- A proposal call with her chief executive is planned.
Transcript
Tom AshdownHiya Holly, can you hear me okay? Afternoon. How's your week been?
Holly GarsideLoud and clear. Honestly, it's been a lot. Can we start with the renewals? That's what's keeping me up.- Tom AshdownCourse. Theo's on too, he's driving the demo, so I'll keep out of his way.
Theo GallagherAfternoon Holly. I'll share my screen once Tom's done the intro.- Holly GarsideRight. I need the agencies due in the next few months, and what their usage says before I speak to any of them.
- Tom AshdownThat's the bit B-Viz should be good at. Theo, show her the tickets first?
- Theo GallagherSure. I'll ask a plain question. Which agencies have raised a lot of tickets this month and still have a renewal coming up?
- Holly GarsideMm. That's the question I'd ask.
- Theo GallagherIt comes back as a list. Each row links to its source: the ticket, the renewal date, the usage line.
- Holly GarsideWhere's the renewal date coming from? The CRM or the contract?
- Theo GallagherThe CRM, in this demo. Once your contract data is connected, the executed order form wins if they disagree. I'll put that in writing.
- Holly GarsideYes, please. At my last place we had a stale renewal date and spent a week chasing the wrong agency.
- Tom AshdownHa, that's the classic. Sorry, go on Holly.
- Holly GarsideWhat does the usage say for that one? A big ticket count from a growing agency is a different conversation.
- Theo GallagherRight. Questions asked are up on last month, and most come from one person, the operations manager.
- Holly GarsideOne person asking most of the questions. What if she leaves?
- Theo GallagherThat's key-person risk. It doesn't say she's leaving, it says the knowledge sits with one person.
- Holly GarsideFair. Show me the renewals dashboard, then.
- Theo GallagherOne moment, I'll switch the view. The screen's a bit slow today.
- Tom AshdownWhile he's doing that, Holly, how's the team settling in?
- Holly GarsideSettling, yeah. Some people still live in their spreadsheets. I'm weaning them off gently.
- Tom AshdownNo drama. The best moment is when the spreadsheet stops being the answer.
- Theo GallagherOkay, I'm back. One row per agency, with the renewal date, the tickets and the usage trend.
- Holly GarsideCan it show only the ones renewing next quarter?
- Theo GallagherYes, filter by date. Earliest first, so the urgent ones sit at the top.
- Holly GarsideAnd the tickets, do they group by type? Connector problems, how-to questions?
- Theo GallagherConnector sync, data freshness, service level queries and how-to. Do check a sample, though, rather than take my word for it.
- Holly GarsideGood. I'd want to check it anyway.
- Tom AshdownHolly, I know you're waiting on price. I'd rather not quote from memory, so I'll confirm it properly. The deal's sitting at sixty-two thousand on our side, but I want to check how it splits first.
- Holly GarsideSixty-two. Growth is several teams, so that tracks. Anything on budget goes to my chief executive, so I'll want it in writing.
- Tom AshdownAbsolutely. Leave that with me and I'll send it over after this.
- Theo GallagherConnectors next. Every source shows when it last synced and how many records it has indexed.
- Holly GarsideAnd if one stops updating?
- Theo GallagherThe indexed count goes flat. Usually the source changed, a field got renamed or a login expired, and nobody told the data team.
- Holly GarsideThat happens constantly. Someone moves system and nobody thinks about us.
- Tom AshdownYeah. We'd never criticise your systems, they're doing their job. We just need to know when they move.
- Holly GarsideAgreed. Can care managers ask questions too, or only managers?
- Theo GallagherAnyone with a seat can ask. Admins decide who gets a seat, and they can see the question history.
- Holly GarsideThat's the bit I want. The value's in what they ask, not what we say about ourselves.
- Tom AshdownLove that. That's the whole pitch in one sentence.
- Theo GallagherHere's the history. Query, time, person. Names can be shown or hidden, depending on set-up.
- Holly GarsideHidden would be better for the care staff. Managers only.
- Theo GallagherThat's a configuration choice. I'll check the detail before I promise how it behaves for everyone.
- Holly GarsideSound. Let's look at the agencies renewing this year.
- Tom AshdownYep. And who else needs to see this? Operations day to day, your chief executive for the decision?
- Holly GarsideThat's it. I'll bring him in for the proposal.
- Theo GallagherGood. I'll have the written answers to you both by the end of the week.
- Holly GarsideBefore we go, can I take the renewal list for my board pack?
- Theo GallagherYes, export it as a spreadsheet, or straight into a slide. Whatever your team already uses.
- Holly GarsideBrilliant. That saves me a Friday afternoon.
- Tom AshdownSorry, my connection dropped for a second. Did I miss anything?
- Holly GarsideOnly the price. Theo's putting it in writing.
- Tom AshdownRight, next steps. Theo sends the written answers, I send the price split, and we book the proposal call with your chief executive.
- Holly GarsideYes, and I'll send over the agency list I need covered.
- Holly GarsideThanks both. I've got to run. Speak soon.
- Tom AshdownCheers Holly. Have a good weekend.
- Theo GallagherThanks Holly. Bye.
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