Totley Rise Software / BG-Demo – Demo
Callcompleted
Totley Rise Software · 4 Sep 2026 13:00
Louise Sutcliffe wanted usage drops and repeat tickets visible early. The demo ran on sample data only, so nothing was shown on Totley Rise's real records. Three client names are to be sent for a test.
What was said
What this says
As at Fri 9 Oct 2026Louise Sutcliffe wanted usage drops and repeat tickets visible early. The demo ran on sample data only, so nothing was shown on Totley Rise's real records. Three client names are to be sent for a test.
What happened: Lewis Kerr and Hannah Lowe showed the renewal view, ticket grouping and usage flags to Louise on a sample set. Hannah said plainly it was not Totley Rise's real numbers.
Customer view: Louise said grouped tickets were exactly what they need. She said her team would open the summary view every morning.
Commercial: Lewis said the proposal would reflect team use and split out the cost, as Simon asked. This is a new-business evaluation, not a renewal of an existing subscription.
Watch: Hannah would not promise that a drop caused by a customer's own system change can be told apart from a genuine drop. She said she would check on real data whether the connector is still loading.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Louise Sutcliffe to send three client names for the sample test.
- Hannah Lowe to send the write-up, with sample items marked and the amber threshold question listed, the same day.
- Lewis Kerr to confirm the cost breakdown and proposal timing, and send a diary invite.
Risks
As at Fri 9 Oct 2026- The demo used sample data only, so the amber renewal flag is untested on Totley Rise's own clients.
- A usage drop caused by a customer changing their own system may look like a genuine drop until connector loading is checked.
Opportunities
As at Fri 9 Oct 2026- Louise's team would use the summary view daily, which supports a case for team-wide use.
- Testing three client names she knows well could build trust in the renewal flags.
Transcript
Lewis KerrAfternoon Louise, Lewis Kerr here. Hannah's with me and she's going to take us through the platform. Louise, what do you most want to see?
Louise SutcliffeAfternoon. The renewal view, honestly. If a client's usage drops, I want to see it straight away.
Hannah LoweHello Louise, Hannah Lowe. To be precise, everything today runs on a sample set that looks like your records. So I'll show you the shape of it, not your real numbers. Is there anything you need to see before the renewal view?- Louise SutcliffeThe tickets. Clients open the same issue more than once, and nobody links them.
- Hannah LoweOkay. The short answer is that we can link them. The longer answer is that the linking depends on how your helpdesk records the client, so I'll show the example first, then we can look at your actual setup.
- Lewis KerrSounds good. Hannah, do you want to share?
- Hannah LoweYes. Can you both see the workspace? Here's a sample client with four tickets on the same issue, and they're grouped together.
- Louise SutcliffeThat's exactly what we need. Can I filter by the client's account manager?
- Hannah LoweYes, by owner, by client and by renewal date. I'll show the renewal view now, which is the same data sorted by how close the renewal is.
- Louise SutcliffeGood. Now show me a client whose usage has dropped.
- Hannah LoweHere's one. The usage line falls for three weeks, and the renewal flag turns amber. That's the signal you'd want before the client calls you.
- Lewis KerrThat's the piece we'd want to test on your own clients, Louise. Could we pick a few to use on the sample?
- Louise SutcliffeYes, I'll send you three names. I'd like to see how the amber flag behaves on clients we know well.
- Hannah LoweGood plan. I'll put that in the write-up, with the way the flag is set, so you can change the threshold if it's too sensitive.
- Louise SutcliffeRight, I'm back. Hannah, one question. If a client's usage drops because they changed their own system, would it show up as a drop here?
- Hannah LoweThe short answer is yes, because the records stop arriving. The longer answer is that we'd tell it apart from a genuine drop by checking whether the connector is still loading. I'd rather show you that on your data than promise it now.
- Lewis KerrThat's sensible. Louise, shall we note it as a test item for the sample?
- Louise SutcliffeYes. Put that on the list.
- Hannah LoweOkay, here's the summary view. It pulls the renewal flags, the ticket groups and the usage lines onto one page for each client.
- Louise SutcliffeThat's useful. My team would open that every morning.
- Lewis KerrGood. I'll make sure the proposal reflects the team use, and that the cost is split out clearly, as Simon asked.
- Hannah LoweI'll put the write-up together, with the sample items marked as sample only, and the amber threshold question on the list.
- Louise SutcliffeThanks Hannah. Can you send that to me and Lewis?
- Hannah LoweYes, I'll send it today, and I'd rather you had the real version than my summary from memory.
- Lewis KerrRight, next steps. I'll confirm the cost breakdown and the proposal timing. Hannah sends the write-up, and Louise sends the three client names.
- Louise SutcliffeAgreed. Let's get something in the diary for next week, once I've got the names to you.
- Lewis KerrI'll send the invite today. Thanks both, speak soon.
- Hannah LoweThanks Louise, thanks Lewis. Speak soon.
- Louise SutcliffeThanks both, bye.