Cairnlea Homes / BG-Demo – Demo
Callcompleted
Cairnlea Homes · 6 Jan 2025 14:00
Follow-up demo with Neil Metcalfe at Cairnlea Homes on connector design for a Growth deal. Four connectors were agreed. Neil is to send the proposal to Luke and review the field template and IT security pack.
What was said
What this says
As at Fri 9 Oct 2026Follow-up demo with Neil Metcalfe at Cairnlea Homes on connector design for a Growth deal. Four connectors were agreed. Neil is to send the proposal to Luke and review the field template and IT security pack.
What happened: Hannah Lowe walked Neil Metcalfe through the field choices for Salesforce, Google Workspace, Zendesk and Xero. Neil confirmed four connectors and the four Xero fields needed.
Customer view: Neil said Luke has looked at the proposal and "he's bought in". Manual tracking of pending customer disputes is a pain point the brain would remove.
Commercial: Tom Ashdown pointed to the Growth dashboards builder for a live dispute view. Eight client services users, quarterly QBRs and one business hour first response were all covered.
Watch: IT sign-off is still needed for API keys and Google Workspace approval. Neil will revert after reviewing, with end of January as the target and a March go-live.
Themes
As at Fri 9 Oct 2026Theme
Growth connector design
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send the proposal today and copy Luke.
- Hannah Lowe to send Neil Metcalfe the field template and the IT security pack.
Risks
As at Fri 9 Oct 2026- IT review of API keys and Google Workspace admin approval could slow the timeline.
- The evidence does not show Luke's role or a signed order form.
Opportunities
As at Fri 9 Oct 2026- Dashboards builder for a live view of pending customer disputes in Zendesk.
Transcript
Tom AshdownRight, Neil, Hannah wanted a follow-up session to dig into the connector design in a bit more detail. Can you both hear me?
Neil MetcalfeYep, all good.
Hannah LoweHi Neil, thanks for making the time. Last time we showed you the demo on sample data, today I want to make sure we're building this right for your actual use case.- Neil MetcalfeYeah, that makes sense. Luke's had a look at the proposal too, so he's bought in. What do you need from us?
- Hannah LoweGood to hear Luke's on board. So I want to walk through the connector config: specifically, which fields from Salesforce you actually need, how you want to structure the queries.
- Hannah LoweFor Salesforce, I'm guessing you want contact info, account history, completion dates, any custom fields you've got?
- Neil MetcalfeYeah, those for sure. We've also got a custom field for 'client satisfaction rating', would that pull through?
- Hannah LoweIt does. The short answer is we can pull any standard field and any custom field. The longer answer is we'll need you to confirm which ones matter most, no point bringing in every field if your team only uses ten of them.
- Neil MetcalfeOK, so how do I know which fields are actually used?
- Hannah LoweI'll put that in writing, I'll send you a template with all the Salesforce fields, and you mark which ones your team needs. Same for Zendesk and Google Workspace.
- Neil MetcalfeWhat about Xero, what would we pull from the finance system?
- Hannah LoweInvoice status, payment date, amount, client ID. Anything else in your finance workflow that's relevant to client services?
- Neil MetcalfeThose four things are really all you need. We don't need the full chart of accounts or anything like that.
- Hannah LowePerfect. To be precise, that's cleaner for us too, less data, faster queries. So let me make sure I've got the right picture. Four connectors: Salesforce with client, account, completion, satisfaction fields; Google Workspace for emails; Zendesk for tickets and disputes; Xero for invoice and payment data.
- Neil MetcalfeYeah, that's exactly right.
- Hannah LoweRight, I'll document that and send it over. Now, in terms of the Zendesk integration, is there a specific status field you use for dispute resolution?
- Neil MetcalfeWe've got open, pending customer, pending us, and resolved.
- Hannah LoweGood, we can build queries around those. So your team could ask 'how many pending customer' and get an instant count. Does that sound useful?
- Neil MetcalfeYeah, definitely. That's something we have to manually track right now.
- Tom AshdownAnd if you want to build a dashboard showing that in real time, the dashboards builder in Growth would do that.
- Neil MetcalfeHow much work is it to build a dashboard?
- Hannah LoweNot much. Point, click, drag fields onto a canvas, save it. First time might take half an hour per dashboard, then it updates automatically.
- Neil MetcalfeOK, good. What about access? Who gets to see what?
- Hannah LoweEveryone on Growth gets access to the full brain by default. You've got eight users in client services, they all see the same data. If you had sensitive stuff, we could restrict that to specific users, but for your use case, full access is probably fine.
- Neil MetcalfeThat works. So once we sign, when would you need access to our systems?
- Hannah LoweAfter signature. We'd need API keys or OAuth tokens from your Salesforce, Xero, Zendesk accounts, your IT team would handle that. Then we'd need Google Workspace admin approval to read emails. Usually takes a day once IT gets moving on it.
- Neil MetcalfeI should loop IT in on the proposal then?
- Hannah LoweYeah, good idea. I'll send IT a separate security pack, explains exactly what permissions we need and why. Usually puts their minds at ease.
- Tom AshdownAnd the eight-week timeline accounts for that IT review.
- Neil MetcalfeGood. What about training? What does that look like?
- Hannah LoweWe'd run a couple of sessions with your team once it's live: show them how to ask questions, build searches, maybe how to build a basic dashboard. Most teams pick it up pretty quickly.
- Neil MetcalfeAnd if there's something that doesn't work after go-live?
- Hannah LoweYou've got Growth support: one business hour first response, and I'm your named engineer for the first month. So if there's an issue, you email, we're on it quickly.
- Tom AshdownAnd then the quarterly QBRs mean we're staying in touch, checking it's delivering what you need.
- Neil MetcalfeGreat. So the proposal, can I get that out to Luke this week?
- Tom AshdownI'll send it over today. And I'll cc Luke so he's got it.
- Hannah LoweAnd I'll send you the field template and the IT security pack. Review those with your team, and we can refine anything that needs tweaking.
- Neil MetcalfePerfect. So we'll review everything and get back to you, you said end of January as the target?
- Tom AshdownYeah, ideally. Gives you a March go-live. But we've got a bit of flex either side.
- Neil MetcalfeGood. I'll loop Luke and the team in and get back to you.
- Hannah LoweBrilliant. Thanks, Neil. Speak soon.
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