Fernhollow Software / BG-Demo – Discovery
Callcompleted
Fernhollow Software · 20 Apr 2023 16:30
Discovery call on 20 Apr 2023. Juliet Ambler wants to stop answering account managers' questions by hand. Nell gave £26k as total deal value, not a yearly price, and suggested Starter. Helpdesk connection is unchecked.
What was said
What this says
As at Fri 9 Oct 2026Discovery call on 20 Apr 2023. Juliet Ambler wants to stop answering account managers' questions by hand. Nell gave £26k as total deal value, not a yearly price, and suggested Starter. Helpdesk connection is unchecked.
What happened: Nell Ashcombe spoke with Juliet Ambler, Head of Customer Success, who fields account managers' questions by Slack, helpdesk and phone. Customer health lives in people's heads, and contract dates mean joining two exports in a spreadsheet.
Customer view: Juliet would own B-Viz with someone in product ops doing the connections, and said she cannot give anyone more time than that. Her finance people want to see the number before the team does.
Commercial: Nell gave £26k as the total deal value, not a yearly price, and suggested Starter as it is one team to begin with. Juliet noted that finance will ask first whether it is yearly.
Watch: Whether B-Viz reads the helpdesk cleanly is unknown, and years of tickets are messy. Limited owner capacity is a risk to adoption.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Nell Ashcombe to send a price breakdown so Juliet's finance team has exact figures.
- Juliet Ambler to send the three most common account manager questions this week.
- Both sides to pick a date for the connection call, with product ops included.
Risks
As at Fri 9 Oct 2026- Juliet Ambler has little spare capacity to own the rollout beyond product ops help with connections.
- The helpdesk may not connect cleanly, and its years of tickets are messy.
Opportunities
As at Fri 9 Oct 2026- A Starter-tier deal for one team, with a quick first test using the three most common account manager questions.
- Contract-date and customer-health answers could replace the spreadsheet joins that cost Juliet a Friday afternoon.
Transcript
Juliet AmblerHi Nell, can you hear me okay? The wifi in this place is awful.
Nell AshcombeLoud and clear. Afternoon, Juliet. Hope the day's not too bad.- Juliet AmblerIt's been a long one, we've had three renewals landing at once. Sorry, I'm a bit scattered.
- Nell AshcombeDon't apologise. What do you need to leave with today?
- Juliet AmblerHonestly, I need to understand what this does for my team, because at the moment I'm the one answering half the questions from account managers, and I'd like that to stop.
- Nell AshcombeRight. So how do those questions reach you now?
- Juliet AmblerSlack mostly, and the helpdesk, and then they ring me. Which is a sign of something, I suppose.
- Nell AshcombeIt is. Which system is the source of truth for customer health?
- Juliet AmblerThe CRM should be, but the account managers don't update it, so the truth lives in people's heads. Our customer success notes sit in a different tool, and nobody reads them.
- Nell AshcombeThat's the usual shape. Say what happened, say how you know. Which of those questions could you answer today without asking anyone?
- Juliet AmblerHmm. Maybe the simple ones. Anything about a contract date, I have to dig.
- Nell AshcombeWhen a customer asks what's expiring, where's the answer today?
- Juliet AmblerOur product ops team has a dashboard, which is useful but only for the product, not the account side. So we end up joining two exports in a spreadsheet, and that's where I lose a Friday afternoon.
- Nell AshcombeThat's exactly the sort of thing B-Viz is for. It sits over the systems you already have and answers across them. I want to be clear what I don't know yet, which is whether it reads your helpdesk cleanly. That's the first thing I'd check.
- Juliet AmblerRight. And who would own it on our side?
- Nell AshcombeI'd guess you, but tell me.
- Juliet AmblerMe, probably, with someone in product ops doing the connections. I'm not sure I can give anyone more time than that.
- Nell AshcombeThat's a real constraint, and I'd rather know now. Do you have a budget in mind?
- Juliet AmblerNot a number. Our finance people want to see the number before the team does.
- Nell AshcombeFair. On our side the deal sits at £25,500 at the moment. That's the total deal value, not a yearly price, and I'd be guessing if I said more than that today.
- Juliet AmblerOkay. Good that you said it's not yearly, because finance will ask that first.
- Nell AshcombeThey should. I'll send a breakdown so your finance team has something exact.
- Juliet AmblerThanks. Tier-wise, what would you put me on?
- Nell AshcombeStarter, to start with, I'd think. Not a promise, but that's where I'd look first given it's one team to begin with.
- Juliet AmblerSounds like a sensible place to start. Sorry, the line's dropping. Can you repeat the last bit?
- Nell AshcombeStarter to start with, and I'll confirm the rest in writing.
- Juliet AmblerGood. Now, the bit I worry about is the helpdesk. We've got years of tickets and they're a mess.
- Nell AshcombeMessy is normal. The question is whether the messy bit is still current, so I'd rather look at it than assume.
- Juliet AmblerThat's fair. Honestly, I'd rather know the truth than be told it's clean.
- Nell AshcombeGood. Then let's agree the first test. Pick the three questions your account managers ask most, and we'll see how many you can answer from the sources.
- Juliet AmblerI can do that this week. The list will be embarrassing, to be honest.
- Nell AshcombeEveryone's list is. That's what makes it useful.
- Nell AshcombeSo, next steps: I send the breakdown, you send me the three questions, and we pick a date for the connection call.
- Juliet AmblerI can get you the questions this week. I'll copy in product ops, they'll want to be part of the connection call.
- Nell AshcombeGood. Speak soon, Juliet.
- Juliet AmblerThanks, Nell. Bye.