Harbrook Utility Services / BG-Demo – Discovery
Callcompleted
Harbrook Utility Services · 7 Oct 2026 12:30
Harbrook Utility Services described manual reconciliation across Salesforce, dispatch, Xero and Gong. Sophie Ling positioned Enterprise for sixty to seventy users and Ofwat compliance. No price was given; a proposal and a follow-up are promised.
What was said
What this says
As at Fri 9 Oct 2026Harbrook Utility Services described manual reconciliation across Salesforce, dispatch, Xero and Gong. Sophie Ling positioned Enterprise for sixty to seventy users and Ofwat compliance. No price was given; a proposal and a follow-up are promised.
What happened: In the 7 Oct 2026 discovery call, Vicky Eccles and Priti Haworth described jobs, calls and invoices spread across several systems. Sophie Ling proposed Enterprise.
Customer view: Priti said the finance team cannot easily see the whole picture and that matching jobs to invoices is manual. Vicky wants access for sixty to seventy operations people, but not finance.
Commercial: Ofwat regulation drives the Enterprise fit and a twelve-week implementation including security review. Pricing was only described as a significant investment.
Watch: The proposal was promised for the next day and a follow-up for next Friday. The record does not show either being sent or held.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Sophie Ling to send the detailed proposal with timeline and pricing, which she said she would send the day after the call.
- Sophie Ling to hold the follow-up with Vicky and Priti next Friday.
- Sophie Ling to line up the solutions engineer for the security review.
Risks
As at Fri 9 Oct 2026- No price was quoted, so the customer has no figure to react to yet.
- The security review for Ofwat compliance adds weeks and needs the customer's team involved.
- The follow-up call is booked for next Friday and is a plan, not a held call.
Opportunities
As at Fri 9 Oct 2026- Sixty to seventy users and regulated status point to Enterprise with SSO, an executive sponsor and Premium support.
- Salesforce, Xero and Gong all have connectors, so the stated systems are covered.
Transcript
Sophie LingHi Vicky, Priti, thanks for making time. I'm Sophie from BG-Demo. How's your day going?
Vicky EcclesGood, thanks. Busy as usual. So, BG-Demo, you're looking to help us with data?- Sophie LingThat's the idea, yes. We help utilities and field-services companies connect their CRM, calls, tickets and finance data so you're not juggling multiple systems. Can I ask a few questions first?
- Vicky EcclesSure.
- Sophie LingSo you're metering and field services. Walk me through a typical workflow when a customer calls in with a problem.
- Vicky EcclesUsually it's call into our contact centre, they log it in our CRM, a technician gets dispatched to site, they complete the work and update the system. At the end, finance need to reconcile what we've done with the invoicing.
- Sophie LingAnd right now, if you want to know how many jobs you've done for a particular customer in the last three months and whether they've paid, you're pulling from different systems?
- Vicky EcclesExactly. CRM, our dispatch system, and the accounting system. Takes forever. And if someone wants to know why a customer is unhappy, you're reading notes in the CRM, then the call transcript, then the job notes.
Priti HaworthThat's the pain, Sophie. We can't easily see the whole picture. And from a finance perspective, matching jobs to invoices is manual.- Sophie LingThat's exactly what we solve. So what are your current systems? CRM first?
- Vicky EcclesSalesforce.
- Sophie LingGood. And your accounting system?
- Priti HaworthXero.
- Sophie LingAnd the call recorder?
- Vicky EcclesWe use Gong.
- Sophie LingPerfect. Those are all systems we've got connectors for. How many people would you want access? Are we talking the whole operations team or wider?
- Vicky EcclesOperations, contact centre, dispatch, maybe sixty to seventy people. But not finance.
- Sophie LingRight, so you'd want role-based access. Finance data stays in Xero and the brain doesn't surface it to operations.
- Priti HaworthCorrect.
- Sophie LingOK. So that sounds like an Enterprise situation: you need a lot of users, good security controls, and maybe Premium support given you're a utility and probably have compliance stuff?
- Vicky EcclesWe do have compliance requirements, yes. We're regulated by Ofwat on the water side.
- Sophie LingRight, so we'd need to do a full security review with your team. That's something we do at Enterprise, we have a solutions engineer who handles that. Takes a few weeks but it makes sure we meet your requirements.
- Priti HaworthHow long is the whole project?
- Sophie LingEnterprise implementation is twelve weeks including the security review. We'd start with a kickoff, then work through the connectors, data governance and then go live.
- Vicky EcclesAnd then what kind of support do we get?
- Sophie LingEnterprise includes a thirty-minute response time for any issues and you get a named engineer on Premium support. You're also getting an executive sponsor on our side, someone senior who is accountable for your success.
- Priti HaworthRight. And pricing, ballpark?
- Sophie LingI'll put together a full proposal, but Enterprise is a significant investment. It includes a one-off implementation fee plus an annual subscription. Let me send you something detailed next week and we can talk through it.
- Vicky EcclesFair enough. What's the next step?
- Sophie LingI'll send you a detailed proposal with timeline and pricing. You chat internally, let me know if you have questions, and we'll schedule a follow-up. Sound good?
- Priti HaworthSounds good. When are you thinking for a follow-up?
- Sophie LingHow about next Friday? That gives you a few days to review.
- Vicky EcclesNext Friday works.
- Sophie LingGreat. I'll send everything tomorrow and we'll chat next Friday. Thanks for your time.