Fernhollow Software / BG-Demo – Demo
Callcompleted
Fernhollow Software · 5 May 2023 15:00
Juliet Ambler, Head of Customer Success, watched a demo run on her own questions. Her tests were checkable answers, plain-wording queries and a written security answer on where data sits and who can see it.
What was said
What this says
As at Fri 9 Oct 2026Juliet Ambler, Head of Customer Success, watched a demo run on her own questions. Her tests were checkable answers, plain-wording queries and a written security answer on where data sits and who can see it.
What happened: Tobias Renwick ran the demo on Juliet's questions, not sample ones: contracts ending next quarter, helpdesk tickets and the health of the largest accounts. Juliet asked to see the dashboard builder for her product ops team.
Customer view: Juliet said the plain wording is the only wording that works for her account managers. She said a clever answer she could not check is what would kill it for finance.
Commercial: This is an early sales call. Juliet needs a written security answer, three questions from her team and a date for product ops to join. Nell Ashcombe owes a breakdown of the figure from the first call.
Watch: Juliet will show this to her CEO, who will ask the security question first. Who can see who is asking what is, in her words, a conversation for her side.
Themes
As at Fri 9 Oct 2026Theme
Demo on own data
Importance
neutral
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tobias Renwick to send Juliet the written security answer.
- Nell Ashcombe to send the breakdown of the figure discussed on the first call before the proposal.
- Juliet to supply three team questions and a date for product ops to join.
Risks
As at Fri 9 Oct 2026- The security answer on where data sits and who can see it must be precise and in writing, or the CEO may stall the deal.
- Answers the finance team cannot check would end interest, according to Juliet.
Opportunities
As at Fri 9 Oct 2026- The dashboard builder could be adopted by the product ops team if it saves them the Friday spreadsheet.
- Juliet is gathering three questions from her team and wants a date for product ops to join.
Transcript
Nell AshcombeJuliet, can you see the screen? Tobias has the demo ready, I'm just here to keep us honest.
Juliet AmblerI can see it. Sorry, I've got the calendar open in the corner, ignore that.
Tobias RenwickGood afternoon, Juliet. Before I start, I'd like to know what your security team will need to see. That's usually where these go wrong.- Juliet AmblerOur security lead wants to know where the data sits and who can see the answers. That's the first thing she'll ask, before she even looks at the screen.
- Tobias RenwickTo be precise, those are the right two questions. The honest answer is I'd rather answer them properly in writing than improvise on a call, so I'll put them in a note after this.
- Juliet AmblerFine. As long as it's in writing, she'll accept that.
- Nell AshcombeGood. Tobias, run it on her questions, not the sample ones.
- Tobias RenwickAgreed. I'll ask the question you raised last time, which is which contracts end in the next quarter, and I'll show you how the answer is built, including where it comes from.
- Juliet AmblerYes, that's the one. Go on.
- Tobias RenwickThere. It's given you the contracts, and under each one it's shown the record it came from. The trade-off is that the answer is only as fresh as the source. If a system hasn't updated, you'll see that in the answer.
- Juliet AmblerRight. And if a record is stale, does it tell me, or does it just answer confidently?
- Tobias RenwickIt should tell you. If it doesn't on your data, that's a defect and I'd want to hear about it. I'd rather you test that than take my word.
- Juliet AmblerGood. Let's test it then. Can we ask about the helpdesk tickets from the last month?
- Tobias RenwickOf course. I'll type it as your account managers would, in plain words, not as a query.
- Nell AshcombeThat's the important bit. Juliet, how many of your account managers would ask it that way?
- Juliet AmblerAll of them, probably. Half of them can't write a formula in a spreadsheet, so the plain wording is the only wording that works.
- Tobias RenwickThen that's the test I'd keep. The answer shows the tickets, the status and the dates, and where a status is missing it says so rather than guessing.
- Juliet AmblerCan it show who's asking the questions? Because I'd want to see if it's always the same two people.
- Tobias RenwickIt can show who is asking, and the trade-off is that you'll see who asks what. So think carefully about who should see that, and who shouldn't.
- Juliet AmblerThat's a conversation for my side, not for the vendor. Sorry, Tobias, nothing personal.
- Tobias RenwickNone taken. Quite right. I'd say the same thing in your place.
- Nell AshcombeThat's the kind of answer I'd rather hear. Juliet, what would make you say no to this?
- Juliet AmblerIf it looked clever and I couldn't check it. That's the one thing that would kill it for our finance people.
- Tobias RenwickThen the design should pass that test. Every answer should point back to something you can check. If it doesn't, we've not done the job.
- Juliet AmblerRight. Show me the account side, not just the tickets. What's the health of the largest accounts?
- Tobias RenwickI'll ask it. Here's the answer, with the sources underneath. Notice that the health score isn't a single number. It's a set of signals and each one has a source.
- Juliet AmblerThat's better than what we've got. Ours is a traffic light that somebody updates on a Friday.
- Nell AshcombeHa. Tobias, can you show the dashboard builder briefly? Juliet wanted to see if her product ops team could build their own.
- Tobias RenwickYes. The builder lets them put the questions on a page, and the page refreshes. I'd say the honest test is whether they use it after the first week.
- Juliet AmblerThey'll use it if it saves them the Friday spreadsheet. That's the only test that matters to them.
- Tobias RenwickAgreed. I'd measure that, not promise it.
- Nell AshcombeJuliet, what do you need from us before the next call?
- Juliet AmblerThe written answer on where the data sits and who can see it. Then the three questions I'm going to pull from the team, and a date when product ops can join.
- Tobias RenwickI'll write the security answer and send it to you directly. I'd like it to be precise, so I'll take the time to check each point.
- Nell AshcombeAnd I'll send the breakdown of the figure we discussed on the first call, so your finance people have it before the proposal.
- Juliet AmblerGood. Thanks both. I'll need to show this to our CEO, and she'll ask the security question first, so I'm glad it's in writing.
- Tobias RenwickQuite right. Send her the note as well if it helps. Thank you, Juliet.
- Juliet AmblerThanks, Tobias. Bye for now.
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