Cairnlea Homes / BG-Demo – Discovery
Callcompleted
Cairnlea Homes · 6 Dec 2024 11:45
Cairnlea Homes described fragmented after-completion customer care data and showed interest in the Growth tier. Tom Ashdown promised a proposal and asked for a decision by the end of the month.
What was said
What this says
As at Fri 9 Oct 2026Cairnlea Homes described fragmented after-completion customer care data and showed interest in the Growth tier. Tom Ashdown promised a proposal and asked for a decision by the end of the month.
What happened: Neil Metcalfe described tickets, email chains and undocumented calls with no clear view. Luke Kershaw, the Chief Financial Officer, said missing records risk lost cost recovery.
Customer view: Neil said the brain would help "massively" with visibility and spotting patterns. Luke asked about effort, exit terms and the commitment.
Commercial: Tom positioned Growth (forty users, eight connectors, eight weeks) and gave no figure, saying only mid-range five figures. Salesforce and Zendesk are the main systems.
Watch: A January or early February kickoff is needed to be live by end of Q1. The proposal is still to be sent.
Themes
As at Fri 9 Oct 2026Theme
Customer care data visibility
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send a proposal with pricing, timeline and inclusions.
- Customer to decide by the end of the month to allow a January kickoff.
Risks
As at Fri 9 Oct 2026- No price was quoted, so cost reaction is unknown.
- Luke Kershaw asked about the commitment if the customer is not happy.
Opportunities
As at Fri 9 Oct 2026- Growth tier with Salesforce and Zendesk connectors, plus extra users as an add-on.
Transcript
Tom AshdownHi Neil, hi Luke, thanks for making the time. How are things in Glasgow?
Neil MetcalfeYeah, good. We're in the thick of it with completions and post-completion enquiries. It's relentless.- Tom AshdownI bet. So Neil, you mentioned customer care is a pain point, tell me what that looks like at the moment.
- Neil MetcalfeWell, we've got customers ringing, emailing, posting on social media after they've completed their purchases. Defects, snags, queries. Right now it's all fragmented: support tickets, email chains, calls nobody's documenting properly. We don't have a good view of what's actually going on.
- Tom AshdownAnd that's costing you time?
- Neil MetcalfeDefinitely. My team spends hours trying to find out if we've already replied to someone, whether we're covered under NHBC, whether this is a pattern or an outlier.
Luke KershawFrom a finance perspective, we're probably missing cost recovery on stuff we should be claiming. Not having a proper record is a risk.- Tom AshdownRight. So if the brain could pull all that together: tickets, emails, calls, and let you ask 'which developments have the most defects?' or 'what's the pattern on this type of snagging?', would that help?
- Neil MetcalfeMassively. We'd get visibility. And I could probably start spotting patterns before things become a headache.
- Luke KershawHow much work is it to get something like this running?
- Tom AshdownFor what you're describing, Growth tier is probably right. That's eight weeks to go-live, connect to your CRM, your helpdesk, whatever else you want. Then it's live and your team uses it.
- Neil MetcalfeEight weeks is... we'd need to go live before peak season next year. When would we need to start?
- Tom AshdownIf you want to be live by end of Q1, we'd be looking at a January or early February kickoff.
- Luke KershawWhat are we looking at financially?
- Tom AshdownI don't want to quote off the top of my head. But for Growth: that's setup, your first year subscription, the whole thing, we're talking mid-range five figures. Let me send you something concrete after this.
- Neil MetcalfeHow many people can use it?
- Tom AshdownGrowth gives you forty users. So you could have support, management, maybe operations, anyone who needs to search the data.
- Luke KershawAnd if we grow and need more users?
- Tom AshdownWe can add users. It's a straightforward add-on. But forty usually covers most teams to start.
- Neil MetcalfeWhat systems can you connect to?
- Tom AshdownYour CRM, what are you on, Salesforce? helpdesk, email, finance system if you want it. Growth comes with eight connectors, so there's room to play.
- Neil MetcalfeWe're on Salesforce and Zendesk. That's our main two.
- Tom AshdownPerfect. Both standard. So we'd pull customer records, interactions, ticket history, all of it flows into the brain and you can query it.
- Luke KershawWhat's the implementation like? How much time do we need to spend?
- Tom AshdownWe run most of it. You'll need your IT team for database access, passwords, that sort of thing. But it's not a massive lift from your side, probably a few hours in week one, then less as we go.
- Neil MetcalfeOnce it's live, what's the learning curve for my team?
- Tom AshdownPretty gentle. It's basically a search box and a chat interface. Most teams get it in a day or two. We do quarterly check-ins to help you use it better.
- Luke KershawAnd if we're not happy with it? What's the commitment?
- Tom AshdownAnnual contract with a thirty-day exit clause. But honestly, people usually see value pretty quickly once they realize what they can ask.
- Neil MetcalfeThis is sounding good. What's the next step?
- Tom AshdownLet me send you a proper proposal with pricing, timeline, what's included. You can have a look, think it over, and we can grab another call in a few days if you've got questions.
- Luke KershawWhen would we need to decide?
- Tom AshdownNo rush. End of the month would be ideal so we can plan for a January start. But no pressure.
- Neil MetcalfeSounds fair. Cheers, Tom.
- Tom AshdownCheers, Neil. Speak soon.
Callsmade from