Cossall Wholesale / BG-Demo – Discovery
Callcompleted
Cossall Wholesale · 10 Sep 2024 13:30
Discovery call with Dawn Spowage and Raj Bhogal. They lose time reconciling order, delivery, email and ticket data by hand. Raj wants the price early; Dawn wants to start with her team rather than forty users.
What was said
What this says
As at Fri 9 Oct 2026Discovery call with Dawn Spowage and Raj Bhogal. They lose time reconciling order, delivery, email and ticket data by hand. Raj wants the price early; Dawn wants to start with her team rather than forty users.
What happened: Dawn described checking four systems per customer query, each telling a different story. Raj described chasing credit notes that do not match deliveries.
Customer view: Dawn wants one reconciled answer but not another screen. She pushed back on forty users and asked to start with her own team.
Commercial: Tom Ashdown quoted £56k on the deal as a Growth conversation, without confirming what it covers. Raj has a budget conversation in the new year and asked for the set-up and ongoing split.
Watch: Raj called forty users a lot. The next meeting was proposed for the middle of October, with 18 Oct 2024 suggested by Dawn and Raj to confirm.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom sends Raj the price split between set-up and ongoing.
- Dawn and Raj send Tom a list of the systems they use.
- Tom sends an invite for the next call, with 18 Oct 2024 proposed and Raj to confirm.
Risks
As at Fri 9 Oct 2026- Raj may resist the price at the new-year budget conversation.
- Dawn wants to start with her team only, which narrows the first scope below forty users.
Opportunities
As at Fri 9 Oct 2026- Growth tier across customer service, finance and the sales desk could grow from a first team.
- Finance reconciliation of credit notes is a second use case beyond customer service.
Transcript
Tom AshdownHiya Dawn, hi Raj. Can you hear me? Good. How's your week been so far?
Dawn SpowageHello Tom. It's been a week. Monday was all calls about one order that went to the wrong site, and I'm still not sure I've got to the bottom of it.- Tom AshdownOh no. Sounds like you need a holiday. Raj, you're good?
Raj BhogalYes, I'm fine, thanks. I've got about twenty minutes before the month end close, so I'm going to be a bit distracted.- Tom AshdownNo drama. Let's make the most of it. Dawn, you mentioned the wrong site thing, is that the sort of thing you're trying to solve?
- Dawn SpowagePartly. It's the way we find things out. Customers ring us about an order and we've got to check the order system, then the delivery notes, then the email, then the ticketing system. And each one tells a slightly different story.
- Raj BhogalAnd from my side it's the credit notes. Someone raises a credit, it doesn't match the delivery, and then I'm chasing it for a week.
- Tom AshdownThat's a really common one. So you're spending time reconciling things by hand, and the answers don't line up. Is that right?
- Dawn SpowageYes. And the helpdesk tickets are the worst. We've got loads of them about the same thing, and nobody can see the whole picture.
- Raj BhogalHow many people in customer service?
- Dawn SpowageAbout a dozen across the two sites, plus a couple of leads. So quite a lot of people asking the same question.
- Tom AshdownOkay, that's really useful. So if we could let your team ask one question across all those systems and get an answer that's reconciled, would that take the pressure off?
- Dawn SpowageGod, yes. That's what I want. But I don't want it to just be another screen.
- Tom AshdownFair. It's not a dashboard for its own sake. The point is that people stop going round the houses. We can talk about how that looks once we've got your systems mapped.
- Raj BhogalI'd want to know what it costs, mind. I've got a budget conversation coming up in the new year and I'd rather see the number early.
- Tom AshdownCompletely understand. The figure we're looking at for the moment is £56,000 on the deal, and that's a growth tier conversation. I'll confirm exactly what that covers before I give you anything in writing, because I don't want to guess.
- Raj BhogalOkay. Fair enough. Can you send me the split? Set up separate from the ongoing?
- Tom AshdownYes, leave that with me. I'll get that across to you.
- Dawn SpowageAnd who would be using it? Because I'm not having my whole team sitting in another system.
- Tom AshdownGrowth covers several teams, so probably forty users to start, across customer service, finance and the sales desk. We'd keep it tight to begin with.
- Raj BhogalRight. Forty is a lot. But the accounts team would be the main ones.
- Dawn SpowageMm. Could we start with my team and see how it goes?
- Tom AshdownAbsolutely. Let's get something in the diary for the next step. Would the middle of October work? We'd have a proper look at your systems by then.
- Dawn Spowage18 Oct 2024 works for me. Raj, are you free?
- Raj BhogalI should be. I'll check and come back to you. Send the invite, Tom.
- Tom AshdownWill do. So: I send you the price split, you send me a list of the systems you use, and we pick the date. Cheers both.
- Dawn SpowageCheers Tom. Bye.
- Raj BhogalThanks. Bye.