Totley Rise Software / BG-Demo – Discovery
Callcompleted
Totley Rise Software · 4 Aug 2026 10:00
Totley Rise's customer success head wants to end weekly copying between systems and see usage drops before renewals. The CEO wants cost clearly split out. A demo on sample data is to be booked.
What was said
What this says
As at Fri 9 Oct 2026Totley Rise's customer success head wants to end weekly copying between systems and see usage drops before renewals. The CEO wants cost clearly split out. A demo on sample data is to be booked.
What happened: Lewis Kerr ran the 4 Aug 2026 discovery call with Louise Sutcliffe and CEO Simon Furniss. Simon had a board commitment and kept it brief.
Customer view: Louise described client records, tickets and usage held in separate tools, so a usage drop is not seen until the renewal is about three weeks away. She said the copying between systems is soul-destroying.
Commercial: Lewis quoted the CRM deal at £62k as the whole deal value, not a yearly figure. Simon asked for the cost split out before he sees anything else, and Lewis promised it the same day.
Watch: The evidence does not show a tier, a budget or a competitor. The number of renewals a year was left unchecked.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr to send the demo invite and the cost breakdown with the split today.
- Louise Sutcliffe to tell Lewis which clients to use on the sample.
- Lewis to get a short demo on sample data in the diary for the following week.
Risks
As at Fri 9 Oct 2026- Simon wants the cost split before anything else, and a late or unclear breakdown could stall the deal.
- Simon's time is short, so the demo must be brief to hold his attention.
Opportunities
As at Fri 9 Oct 2026- Louise has a clear problem B-Viz addresses: records, tickets and usage in one place with early warning of usage drops.
- Linking repeat tickets from the same client could be a priority test in the demo.
Transcript
Lewis KerrMorning Louise, morning Simon. Lewis Kerr here, thanks for making the time. Before we start, what do you want to walk away with today, and by when?
Louise SutcliffeMorning Lewis. Honestly, I want to know if this can stop my team copying data between systems. We do it every week and it's soul-destroying.
Simon FurnissMorning. I'll be brief, I've got a board thing at eleven. What does it cost, and what's the quickest way to know if it's worth it?- Lewis KerrTo put a number on it, the deal in our CRM is sitting at £62,000 at the moment. That's the whole deal value, not a yearly figure, and I'll confirm the breakdown in writing. But first let's understand the problem.
- Simon FurnissFine. Go on, Louise.
- Louise SutcliffeSo our customer success team has client records in the CRM, support tickets in the helpdesk, and usage in a separate tool. When a client's usage drops, nobody sees it until the renewal's three weeks away.
- Lewis KerrThat's useful. How do you find out about a drop today?
- Louise SutcliffeUsually a manager spots it in a meeting, or the client rings us. By then it's late, and that's the bit I'd like to fix.
- Simon FurnissHow many renewals are we talking about in a year, roughly?
- Louise SutcliffeDozens. I'd rather check the exact figure than guess it on a call.
- Lewis KerrFair. Louise, is the renewal timing the main pain, or is it the copying between systems?
- Louise SutcliffeBoth, really. The copying takes the time, and the renewal surprise is what makes people angry.
- Simon FurnissRight. So if this works, what changes for my team on a Monday morning?
- Louise SutcliffeThey'd open one place and see a client's records, tickets and usage together, and they'd see a drop before the client calls.
- Lewis KerrThat's exactly the kind of thing we'd want to show on your own data. Would a demo on a sample of your records work for you?
- Simon FurnissYes, but keep it short. And I want the cost clearly split out before I see anything else.
- Lewis KerrUnderstood. I'll send that over today, and I'll make sure the split is in it.
- Louise SutcliffeCan we also check the tickets side? Some of our clients open the same issue more than once, and nobody links them.
- Lewis KerrThat's a good one to test in the demo. Let's make it a priority on the sample.
- Simon FurnissLewis, one more thing. What's the next step, and who's doing what?
- Lewis KerrI'll send the demo invite and the cost breakdown, and Louise, you tell me which clients to use on the sample. Let's get something in the diary for next week.
- Louise SutcliffeYes, I can do that. Thanks Lewis.
- Simon FurnissRight, I have to go. Thanks both.
- Lewis KerrThanks Simon, speak soon. Thanks Louise, I'll be in touch today.
- Louise SutcliffeBye Lewis.