Rookhaven Asset Management / BG-Demo – Demo
Callcompleted
Rookhaven Asset Management · 20 Aug 2026 10:00
Eleanor Whitlock restated four evaluation criteria, led by traceability and keeping data inside Rookhaven's environment. Neha Kapoor asked for connector permissions in writing. A proposal call is next, with 18 Dec 2026 still the aim.
What was said
What this says
As at Fri 9 Oct 2026Eleanor Whitlock restated four evaluation criteria, led by traceability and keeping data inside Rookhaven's environment. Neha Kapoor asked for connector permissions in writing. A proposal call is next, with 18 Dec 2026 still the aim.
What happened: Hannah Lowe walked through the architecture inside Rookhaven's Snowflake account, then cited answers, refresh behaviour and client pages. Neha Kapoor, new to these calls, probed roles, row-level restrictions and broken connectors.
Customer view: Eleanor wants evidence the board and regulator could read without explanation. Henry Calloway said the written, sourced answer would end half of the quarterly argument between client service and distribution.
Commercial: Tom Ashdown confirmed Enterprise is being evaluated for single sign-on and security review support, and quoted no price. The aim is to settle by 18 Dec 2026, depending on security.
Watch: Eleanor needs her COO comfortable first, so the written material must carry the case.
Themes
As at Fri 9 Oct 2026Theme
Governance and lineage evaluation
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- Hannah Lowe to send the permissions list, role design and lineage and refresh answers in one document.
- Tom Ashdown to send Eleanor possible times for the proposal call.
- Hannah Lowe to run Henry's extra questions on the sample data before the next call.
Risks
As at Fri 9 Oct 2026- Eleanor's COO must be comfortable first and was not on the call.
- Row-level restriction behaviour was not promised on the call and depends on written confirmation.
- The 18 Dec 2026 aim depends on how the security review goes.
Opportunities
As at Fri 9 Oct 2026- Enterprise is being evaluated for single sign-on and security review support.
- Henry's team will bring more real questions to run on the sample data.
Transcript
Tom AshdownMorning, everyone. Can you all hear me alright? Eleanor, Neha, I think we're missing Henry.
Eleanor WhitlockGood morning, Tom. Yes, we can hear you. Neha is here with me. Henry said he would be a minute or two.- Tom AshdownNo drama. How's everybody's week been, anyway? It's been properly muggy down here, I'm not built for it, being from up north.
Neha KapoorBusy, mostly. We've had a reporting cycle landing, so it's been a lot of late nights on the data side. Otherwise fine.
Henry CallowaySorry, sorry, I'm here. Back-to-back this morning. Can you hear me? Yeah. Week's been fine, the usual client service chaos.- Tom AshdownBrilliant, welcome Henry. So today is the demo. I've got Hannah with me, our solutions engineer, she's the one who'll actually be driving. Hannah, do you want to say hello?
Hannah LoweHello, all. Before I share anything, what do you most need to know by the end of this call? I would rather show you the right thing than the whole thing.- Eleanor WhitlockMay I restate the evaluation criteria, so we are all working from the same list? First, one view of each client across client service and distribution. Second, from a governance standpoint, every answer must be traceable. Third, it must sit inside our environment, under our controls. And fourth, client-service staff should stop rebuilding spreadsheets by hand.
- Hannah LoweThat's very clear, thank you. The short answer is that the brain can do all four. The longer answer is that the second and third are where I'd spend most of the time, so let me start there with the architecture, and then I'll show you a question being asked.
- Eleanor WhitlockYes, that would suit us.
- Hannah LoweRight, you should see a diagram now. This box is your Snowflake account. Everything BG-Demo builds lives inside it. The connectors pull from your CRM, the call recorder, the helpdesk, the mailboxes you choose, and they land as tables you own. Nothing is copied out to us.
- Neha KapoorSorry, can I stop you there? When you say lands as tables we own, who owns the roles? Is it our role hierarchy or something you bring?
- Hannah LoweYours. To be precise, we create a small number of service roles for the brain to run, and your admins grant them the access they need and nothing more. Anything the brain can read, you have granted. You can revoke it the same afternoon.
- Neha KapoorOkay. And row-level restrictions, say wealth clients versus institutional, do those carry through?
- Hannah LoweThey carry through where they are expressed as policies in Snowflake, because the brain queries as a role. What I would not want to do is promise you more than that on a call. I'll put that in writing, with the exact behaviour, so you can test it.
- Eleanor WhitlockThat's helpful. We would want it in writing, and we would want security to review it before anyone commits to anything.
- Tom AshdownCompletely fair, and that's built into how we do it for Enterprise. Leave that with me and Hannah, we'll get the security review pack across.
- Hannah LoweOkay, let me move to the product. I'm in the demo workspace now, on the sample slice you shared with us last week. Henry, give me a question you'd actually ask on a Monday morning.
- Henry CallowayHm. Okay. So, say a relationship manager rings me and wants to know where we are with a client. What have we said to them recently, are there open issues, and has anything changed on the distribution side?
- Hannah LoweRight, I'll type that more or less as you said it. Which clients had an open service issue and a change of relationship manager this quarter. Give it a moment.
- Hannah LoweThere we go. It's returned a short list, and under each one you can see the sources: the CRM record, the helpdesk ticket, and the last call it found. Each one is clickable.
- Henry CallowayOh, that's, yeah. That's the bit that takes my team half a morning. They're usually in three tabs and a spreadsheet.
- Eleanor WhitlockWhat's the lineage there? If I click through, do I land on the source record, or on a summary that the brain has written?
- Hannah LoweThe source record. The summary is generated, the citation is not. Let me click one so you can see it. This opens the original ticket, with its own timestamp and owner.
- Eleanor WhitlockAnd if the source has since been edited?
- Hannah LoweGood question. The answer reflects the data as of the last nightly refresh, and the refresh time is shown on the page. If the source changed after that, you would see the older version until the next run. I'd rather you knew that now than found it later.
- Neha KapoorWhich brings me to refresh. What happens when a connector breaks? Say we change a field in the CRM.
- Hannah LoweYou get a flag on the connector, and the admin view shows records indexed going flat, which is usually the first sign. It does not fail silently, but it does need someone to look. That someone is normally you, Neha, with us alongside.
- Neha KapoorFine. That's realistic, at least. I'd rather have honest than magic.
- Hannah LoweLet me show you pages, then, because I think this is closer to what Henry's team lives in. This is a client page, assembled from the connected sources. It isn't a report someone has built, it's regenerated each night.
- Henry CallowayCan I add notes to that, or is it read-only?
- Hannah LoweRead-only in terms of source data. You can ask follow-ups in chat on the same page, and you can build dashboards if you want something recurring. The dashboards builder is part of the tier you're looking at.
- Tom AshdownAnd just so we're all clear on tiers, you're evaluating Enterprise, because of the single sign-on and the security review support. We'll talk commercials properly on the next call, I'm not going to quote you anything from memory today.
- Eleanor WhitlockThank you, Tom. We would prefer to settle the governance questions first in any case.
- Hannah LoweLast thing from me. I'll ask it something harder, which is where distribution and client service might disagree. Show me clients where the distribution team's last contact is more recent than anything client service has logged.
- Hannah LoweSo that's two groups, and you can see the gap. I don't claim it knows why, only that the records don't line up. That's usually where the conversation begins.
- Henry CallowayHonestly, that's the argument we have every quarter. Having it written down, with sources, would end half of it.
- Eleanor WhitlockI would like the evidence of that kind to be something the board and the regulator could read without us explaining it. That is the test I will apply.
- Tom AshdownWhich is the right test, to be fair.
- Neha KapoorOne practical thing before we finish. Could you send me the list of connector permissions in advance? I'd like my team to look at it before we go any further.
- Hannah LoweYes. I'll send the permissions list, the role design and the answers to the lineage and refresh questions from today, all in one document. I'll put that in writing so nobody has to rely on what I said on a call.
- Eleanor WhitlockThank you. On our side, we will need our COO comfortable first, so the written material is what I'll take to him.
- Tom AshdownUnderstood. Eleanor, the plan on our side is a proposal call next, and I'd like to get something in the diary for that. The aim is still to have things settled by 18 December 2026, but that depends on how security goes, so we'll be guided by you.
- Eleanor WhitlockThat's acceptable. Please send a few possible times.
- Tom AshdownWill do, no drama. Henry, anything else from you?
- Henry CallowayNo, that was useful. I'll ask my team for three or four more real questions we could try on the sample data.
- Hannah LowePlease do, I'd like to run them before the next call, so we're not only showing you our favourites.
- Tom AshdownRight, I'll let you all get on. Thanks, everyone. Cheers.
- Eleanor WhitlockThank you, all. Goodbye.
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