Penhallow Vets / BG-Demo – Discovery
Callcompleted
Penhallow Vets · 17 Nov 2025 13:15
Yasmin Lomax and Rob Allott described data scattered across eight practices and slow answers to complaints. Tom Ashdown positioned Starter with a four-week implementation and offered a working demo next.
What was said
What this says
As at Fri 9 Oct 2026Yasmin Lomax and Rob Allott described data scattered across eight practices and slow answers to complaints. Tom Ashdown positioned Starter with a four-week implementation and offered a working demo next.
What happened: Tom Ashdown ran a discovery call on 2025-11-17 with Yasmin Lomax and Finance Director Rob Allott. They run about eight practices on different systems.
Customer view: Yasmin said a client complaint took three days to trace across five practices. Rob said he reconciles invoices from three places by hand and finds no single source of truth.
Commercial: Tom pointed to Starter, with one team, fifteen users and four connectors, and a four-week implementation. No price was given, and a proposal is to follow once scope is agreed.
Watch: Patient data raised a security question. Tom said checks are made with each customer for healthcare, so that review is open. Eight practices on different systems may press the four connector limit.
Themes
As at Fri 9 Oct 2026Theme
Group visibility across practices
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 demo dates for the following week or the week after.
- Tom Ashdown to send a proposal once scope is aligned.
- Tom Ashdown to confirm security specifics for patient data with Penhallow Vets.
Risks
As at Fri 9 Oct 2026- Patient data means security and healthcare specifics must be checked before any commitment.
- Practices on different systems may need more connectors than the four included in Starter.
Opportunities
As at Fri 9 Oct 2026- Starter fits one team and a quick four-week implementation, with room to move to Growth or add connectors.
- A finance director and revenue operations lead are both engaged, with a clear pain around reporting and complaints.
Transcript
Tom AshdownHi Yasmin, Rob, thanks for making time. How are you both doing today? Been a mad week?
Yasmin LomaxNot too bad, cheers Tom. Busy, as always in veterinary. How are things at BG-Demo?- Tom AshdownAll good, thanks. Right, so I'm excited to hear more about Penhallow. Yasmin, could you give me a quick rundown of the group: where you are, how many practices you run, that sort of thing?
- Yasmin LomaxYeah, of course. So we operate about eight practices across Devon and Cornwall, mix of small-animal and mixed practices. I'm in revenue operations, so I'm looking at how the whole group runs from a performance angle.
- Tom AshdownEight practices, that's a nice spread. And Rob, you're on the finance side?
Rob AllottThat's right, yeah. Finance director. Each practice has its own admin, but I'm trying to get a grip on the group-level picture.- Tom AshdownSo you're pulling from eight different places. What does that look like at the moment: are they all on the same systems, or are you stitching things together?
- Yasmin LomaxThat's the problem, really. We've got a bit of a patchwork. Practices use different practice-management systems, we've got client data scattered, call recordings that nobody listens to, emails flying everywhere. Rob spends half his time asking for reports.
- Rob AllottIt's true. I get invoices from three different places, reconcile them manually, chase people for numbers. There's no single source of truth for complaints, performance, anything really.
- Tom AshdownRight, mm. So you've got visibility problems: data's everywhere, and when you need a quick answer, you can't get it. Is that fair?
- Yasmin LomaxExactly. We had a client complaint last month: took three days to track down why, because we had to ring round five practices, find the call recordings, hunt through emails. Felt really clumsy.
- Tom AshdownThat's painful. OK, so let me tell you what BG-Demo does. We build an AI layer: we call it the brain: that lives inside your systems and lets you ask questions across everything: 'Show me complaints from this month,' 'Which practices are trending down?' You type a question and it answers from your real data.
- Rob AllottSo you're pulling from our CRM, our, what was it you said, the practice-management systems?
- Tom AshdownYeah, whatever you've got. We call them connectors. We'd connect your practice-management system, your helpdesk, your email, your accounting system, anything that holds data about your business. You ask once, you get one answer.
- Yasmin LomaxThat sounds really useful. How long does it take to set up?
- Tom AshdownFor a group like yours, we're probably looking at a four-week implementation. We'd come in, understand your systems, get the connectors live, teach your team how to use it. Then you renew annually.
- Rob AllottFour weeks, is that disruptive? Do we have to do anything on our end?
- Tom AshdownMinimal, really. We handle most of it. You give us access to your systems, we configure the connectors, run some tests. One of our implementation team guides you through it.
- Yasmin LomaxAnd what about security? We've got patient data, so we need to be careful.
- Tom AshdownFair question. Everything runs inside your own Snowflake account, your data never leaves your infrastructure. We've got SOC 2 certification, encrypted connections, all the standard stuff. For healthcare, we check the specifics with each customer.
- Rob AllottOK, that's reassuring. So what does this cost, roughly?
- Tom AshdownHappy to run through numbers. We have a few tiers. For a group like you, I'd say we're thinking Starter: one team, fifteen users, four connectors included. That's an implementation fee, then an annual subscription. I'll send you a proper proposal after we've aligned on scope, but I can give you a ballpark once we've gone a bit deeper.
- Yasmin LomaxSounds good. What's the next step?
- Tom AshdownI'd like to do a working demo, show you it on a system a bit like yours, walk through what asking questions looks like. Then we can talk about how to move forward. Shall I send a couple of dates across?
- Rob AllottYeah, that'd be helpful.
- Tom AshdownBrilliant. I'll get something in the diary for next week or the week after. In the meantime, if you've got any other questions, just ping me over. Cheers, Tom.
- Yasmin LomaxThanks, Tom. Speak soon.
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