Vantrell Software / BG-Demo – Discovery
Callcompleted
Vantrell Software · 22 Apr 2024 13:30
Hugh Firth and the finance chief Asif Jagger said customer success has to work across Zendesk tickets and usage data in Snowflake. Starter was quoted at £6,000 implementation plus £20k a year. Hugh agreed to a demo.
What was said
What this says
As at Fri 9 Oct 2026Hugh Firth and the finance chief Asif Jagger said customer success has to work across Zendesk tickets and usage data in Snowflake. Starter was quoted at £6,000 implementation plus £20k a year. Hugh agreed to a demo.
What happened: Tom Ashdown ran a discovery call with Hugh Firth, Head of Data, and Asif Jagger, Chief Financial Officer. Hugh described customer success teams working between Zendesk tickets and usage data in Snowflake, with no single view.
Customer view: Hugh said in-house and consultancy options had been looked at and felt slow and hard to maintain. Asif tied the gap to longer handling times and churn risk, and called the price not unreasonable.
Commercial: Tom positioned Starter at £6,000 implementation and £20k subscription, about four weeks to go live. A demo on real Zendesk data is the agreed next step, with signature aimed at the end of May.
Watch: the evidence does not show a budget owner or a decision date beyond Tom's own timeline. Security and access control was raised by Hugh and answered in the call.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send demo slots and run a demo on real Zendesk data.
- Tom Ashdown to follow the demo with a proposal and order form if it lands.
Risks
As at Fri 9 Oct 2026- Earlier in-house and consultancy options were considered, so the buyers may compare BG-Demo against building it themselves.
- The evidence does not show who signs or when a decision is due beyond the end-of-May timeline Tom gave.
Opportunities
As at Fri 9 Oct 2026- Starter tier for the customer success team, with Zendesk and product usage connectors as the first sources.
- The finance chief is already engaged and treated the price as reasonable.
Transcript
Tom AshdownHi Hugh, Asif, thanks for taking the time. How are you both? How's the week been?
Hugh FirthGood, thanks Tom. Busy as ever. Asif's been looking at how we could get better visibility into the customer success function.- Tom AshdownYeah, absolutely. Hugh, maybe you could walk me through what's happening at the moment?
- Hugh FirthSure. So we've got a pretty typical setup, Zendesk for support tickets, product usage data in Snowflake, and various other places. The challenge is the customer success team lives between these systems. They see a ticket but don't know if the customer is actually using the product, or which features they're stuck on.
- Tom AshdownSo they're missing context?
- Hugh FirthExactly. We've got a customer complaining about sync issues, but we don't immediately know if they're a power user or just kicking the tyres. That changes how you prioritize and respond.
Asif JaggerAnd it probably leads to longer handling times and churn risk.- Tom AshdownThat makes sense. Have you looked at any tools to bridge that gap?
- Hugh FirthWe've kicked the tyres on a couple of things. One involved building something in-house. The other was a consultancy approach. Both felt like they'd take months and be hard to maintain.
- Tom AshdownI get that. Well, we could be a good fit here. What we do is build an AI layer over your data: tickets, product usage, events, whatever you want to feed it. Your team asks questions and gets answers without jumping between systems.
- Asif JaggerSo customer success can ask something like 'what's the usage profile of the customer with ticket number X?'
- Tom AshdownExactly that. Or 'which customers have opened tickets in the last week but aren't using the product actively?' All joined up in one query.
- Hugh FirthHow does it work technically?
- Tom AshdownIt sits inside your Snowflake account: so it's your data, your infrastructure, no third-party vendor risk. We build connectors to Zendesk, your product usage data, wherever you have it. Your team can ask in natural language and get answers in seconds.
- Hugh FirthWhat about security and access? I imagine we'd need to be careful about what customer success sees.
- Tom AshdownGood question. You control all permissions at source. So if a support agent doesn't have access to a customer's data in Zendesk, they won't see it in the brain. It all respects your existing access controls.
- Asif JaggerWhat's the investment and timeline?
- Tom AshdownFor a team your size: customer success, probably starting with Starter tier, implementation is six thousand and the subscription is nineteen thousand five hundred a year. So roughly twenty-five thousand all-in for the first year.
- Asif JaggerThat's not unreasonable. What's the timeline?
- Tom AshdownStarter is about four weeks. So from signature to live, you'd be looking at end of May if we moved quickly.
- Hugh FirthWhat would the next steps be?
- Tom AshdownI'd like to do a demo on your real data. Bring in a Zendesk ticket or two and show you what the brain can do with it. That would take an hour or so. Then if that lands, we'll put together a proposal and move to an order form.
- Asif JaggerThat sounds good. What's the cadence from here?
- Tom AshdownDemo in a couple of weeks. If it goes well, we'd aim to sign by end of May. Then four weeks of implementation and you'd be live by end of June.
- Hugh FirthOK, that makes sense. Let's do the demo.
- Tom AshdownBrilliant. I'll send a few slots over. Thanks for your time today, cheers.
- Hugh FirthCheers, Tom.
- Asif JaggerThanks.