Shilshole Software / BG-Demo – Discovery
Callcompleted
Shilshole Software · 1 Sep 2026 15:15
Kristen Haugen, Director of Customer Success, described six systems and late warning of churn. She needs a usage number for her director and is wary of cost and upkeep. Jordan Pike quoted a deal total of £28k.
What was said
What this says
As at Fri 9 Oct 2026Kristen Haugen, Director of Customer Success, described six systems and late warning of churn. She needs a usage number for her director and is wary of cost and upkeep. Jordan Pike quoted a deal total of £28k.
What happened: Jordan Pike ran a 30 minute discovery with Kristen Haugen. She described a small customer success team stitching answers together from the CRM, helpdesk, billing and call recorder.
Customer view: Kristen wants earlier warning of unhappy customers, by person and by team rather than logins. She would take a number to her director: questions asked that could not be answered before, and people saying they would miss it.
Commercial: Starter fits one team for now, but her director wants it company-wide, which points to a later Growth or Enterprise conversation. Asked about price, Jordan said the deal total is £28k on BG-Demo's side and deferred detail to the proposal call.
Watch: Data location is unanswered for her IT team and she wants it in writing. She said a no would come from cost against value, or another thing to maintain, and no connector owner is yet named.
Themes
As at Fri 9 Oct 2026Theme
Discovery, value case, Starter fit
Importance
neutral
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Jordan Pike to send a recap today with the data answer in writing.
- Kristen Haugen to send names of users and the IT reviewer by Thursday.
- Kristen to try to pull last month's top questions for the next call.
Risks
As at Fri 9 Oct 2026- Her director may say no on cost against value if usage cannot be shown.
- The data location answer is owed in writing and IT has not yet been involved.
- No connector owner is named, and she fears another system to maintain.
Opportunities
As at Fri 9 Oct 2026- Her director wants a company-wide view, which could lead to a higher tier than Starter.
- A usage baseline in the first weeks gives her the number she needs for her director.
Transcript
Kristen HaugenJordan? Can you hear me?
Jordan PikeLoud and clear. Afternoon for me, and I'm guessing it's barely morning for you.- Kristen HaugenVery early, and I've had two coffees. Give me a second, I've got a stack of tabs open.
- Jordan PikeTake your time. Quick agenda, then I'll stop talking. I'd like to hear how your customer success team runs day to day, which systems you use and where it gets messy. Then, if it makes sense, I'll show you B-Viz on something close to your own data. Thirty minutes, so I'll keep an eye on the clock. Does that work?
- Kristen HaugenWorks. Go on.
- Jordan PikeSo, how big is customer success right now?
- Kristen HaugenSmall, and it's grown fast. We look after marinas and boatyards across the States, so the accounts are big and the questions are odd. There's me, two team leads and a couple of onboarding people.
- Jordan PikeWhat's a typical odd question?
- Kristen HaugenA harbour master rings about an invoice for a winter storage slot. The answer's in billing, the history's in our CRM, and the last conversation is in a ticket somewhere. Someone spends twenty minutes stitching that together before they can even reply.
- Jordan PikeSo the information isn't missing. It's spread across too many places and nobody has time to join it up. Is that fair?
- Kristen HaugenMm. More like six places, to be fair. There's also a shared drive full of onboarding checklists that nobody reads.
- Jordan PikeHa, that's most shared drives. Which of the six matter most?
- Kristen HaugenThe CRM. The helpdesk. The billing system, which our finance team runs, so I don't always see it directly. And the call recorder, which we underuse. Honestly, the best clues about an unhappy customer are in the calls, not the tickets.
- Jordan PikeThat's where a lot of teams find value first. When a customer is about to leave, how early do you usually spot it?
- Kristen HaugenUsually too late. We hear 'we're looking at other options' at the end of a call, which is often a month before the money goes.
- Jordan PikeWhat would give you earlier warning? What would you look at?
- Kristen HaugenWho's actually using the product. Logins are misleading. Someone logs in once a month to pay an invoice and it looks like engagement.
- Jordan PikeRight, activity by person, not logins. Noted.
- Kristen HaugenYes, and by team. I don't really care about the total.
- Jordan PikeOkay. Let's talk about the data. Where would it sit? I'm guessing your IT people ask that first.
- Kristen HaugenBefore lunch, yes. Honestly I don't know the answer. I'd want it in writing.
- Jordan PikeHere's where we are, to be transparent. B-Viz is built and run inside your own Snowflake account, so the data stays in your environment. I'll put the detail in writing for your IT team to check.
- Kristen HaugenGood. The last tool we tried wanted a copy of everything, which went down badly.
- Jordan PikeYeah, I'd push back on that too. So, scope. A Starter is one team, a set of connectors, and pages, chat and search. Does that fit?
- Kristen HaugenFor now. We're one team. The question is whether it's worth it for just us, when my director wants to see it company-wide.
- Jordan PikeUnderstood. What would make this a yes?
- Kristen HaugenIf I can take a number to my director, like questions asked that we couldn't answer before, and people saying they'd miss it if it switched off.
- Jordan PikeThat's concrete. We set a baseline in the first couple of weeks, so you're not guessing. While you think about it, what does the onboarding checklist actually cover?
- Kristen HaugenHang on, let me find it. The shared drive is a nightmare.
- Jordan PikeNo rush.
- Kristen HaugenFound it. It covers logins, connectors and who owns what. Nobody reads it because it's six pages long.
- Jordan PikeUseful. Who usually owns the connectors on your side?
- Kristen HaugenProbably whoever is in support operations. I'm not the admin type, honestly.
- Jordan PikeThat's fine. Let's get them into the next call.
- Kristen HaugenMonth end is the worst, actually. Invoices go out, then the calls come in, and my team hunts through three systems for the same answer.
- Jordan PikeHow often does the same question come back?
- Kristen HaugenWeekly. More in summer, when people are chasing slots.
- Jordan PikeSo a question-level view would show you where the time goes. Could you pull last month's top questions for the next call?
- Kristen HaugenProbably. I'd need to check with the helpdesk team first.
- Jordan PikeSorry, I'm just checking a note. Kristen, what would make your director say no?
- Kristen HaugenCost against value, if we can't show usage. And if it's another thing my team has to maintain.
- Jordan PikeThat's the right worry. Maintenance is light once it's set up, but someone has to own the connectors.
- Kristen HaugenOkay. Yes.
- Kristen HaugenSorry, my director's just messaged. Give me one sec.
- Jordan PikeNo problem, I'll stop talking.
- Kristen HaugenBack. Sorry about that.
- Jordan PikeNo worries. So where does that leave us? I'll send a recap today with the data answer in writing and the systems we covered. Could you send me the names of who'd use it on your side, and who in IT would look at the data?
- Kristen HaugenYes. I'll send names by Thursday.
- Jordan PikePerfect. And if you can find that top questions list, even roughly, that would help a lot.
- Kristen HaugenCan I ask about price before you go? Roughly.
- Jordan PikeSure. We'll cover it properly on the proposal call once we know it fits. The deal total is £28,000 on our side, and I'd rather walk you through what sits inside that than throw numbers at you now.
- Kristen HaugenFair. Okay.
- Jordan PikeThanks, Kristen. Speak soon.
- Kristen HaugenThanks, Jordan. Bye.
- Jordan PikeBye.
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