Kadewerk Software / BB-Demo – Discovery
Callcompleted
Kadewerk Software · 2025-04-16 09:00
Sanne de Wit and Maarten Bosman described tickets and usage held in separate systems. Lewis Kerr quoted Starter at £20k plus £6,000 implementation and proposed a demo, subject to IT sign-off.
What was said
What this says
Current to 13 Oct 26Sanne de Wit and Maarten Bosman described tickets and usage held in separate systems. Lewis Kerr quoted Starter at £20k plus £6,000 implementation and proposed a demo, subject to IT sign-off.
What happened: Kadewerk's support team trawls Zendesk tickets and Snowflake usage logs by hand. Lewis proposed the Starter tier with a Zendesk connector and direct reads of Snowflake.
Customer view: Sanne confirmed the manual effort and the lack of connection between systems. Maarten, the finance lead on the call, asked about cost and whether the problem is common.
Commercial: Lewis quoted Starter at 19,500 a year plus a one-off 6,000 implementation over about four weeks. Maarten said an early May start was possible but IT needs to check.
Watch: IT sign-off on Snowflake access and the Zendesk connector is open. A demo was to be set up, and Sanne will bring in Yara from support operations.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to send a calendar invite for an early May demo on sample data.
- Sanne de Wit to bring Yara from support operations into the demo.
Risks
Current to 9 Oct 26- IT sign-off on Snowflake access and the Zendesk connector is not yet given.
- Maarten Bosman did not commit to the early May start, saying only that it was possible.
Opportunities
Current to 9 Oct 26- Starter at £19,500 plus £6,000 implementation fits a single support team with Zendesk and Snowflake.
Transcript
Lewis Kerr NoneMorning, Sanne and Maarten. Good to speak with you both. I wanted to use this time to understand your current situation. What are the main challenges you're facing around support and operations?
Sanne de Wit NoneMorning, Lewis. Thanks for calling. So we're a crew-scheduling software company, and the support team spends a lot of time trying to understand how customers are actually using the product by trawling through tickets and usage logs. It's manual and it's time-consuming.- Lewis Kerr NoneRight, so you're looking to connect the dots between how a customer is using your software and what they're asking your support team about?
- Sanne de Wit NoneExactly. Right now we've got tickets in one system, product usage in another. They're not talking to each other.
Maarten Bosman NoneAnd we want to know whether this is a common problem or something Sanne and her team are uniquely bad at.- Lewis Kerr NoneFair question. Actually, it's pretty common. Most of our customers start in a similar place: data scattered across systems, teams working in silos. The brain brings it together. Talk me through your current systems. What do you use for the ticketing, and where does the product usage live?
- Sanne de Wit NoneWe use Zendesk for support tickets and we've got our own data warehouse in Snowflake for usage metrics.
- Lewis Kerr NoneGood, Snowflake is actually where we run the brain. So we'd connect to Zendesk for the ticket side and read your Snowflake data directly. That means fresh data, minimal extra infrastructure on your end.
- Maarten Bosman NoneWhat does 'connect to Zendesk' involve? Is that a heavy lift?
- Lewis Kerr NoneIt's straightforward. An API connector, usually takes a day or two to set up. Zendesk is one of our standard connectors, so there's no custom work needed.
- Sanne de Wit NoneAnd once it's set up, Sanne and the team can just ask questions? Like, show me support tickets from customers using feature X who had a certain activity in the product?
- Lewis Kerr NoneExactly that. You'd ask the brain in plain language, or use the search and chat interface. That's the whole point: no SQL, no data warehouse querying. Non-technical people can get answers.
- Maarten Bosman NoneHow much does this cost, roughly?
- Lewis Kerr NoneGood question. For a team your size starting out, I'd put you on the Starter tier. That's 19,500 a year on subscription, plus a one-off implementation of 6,000. So 25,500 all-in for the first year, then 19,500 annually after that.
- Maarten Bosman NoneOK. And the implementation, how long does that take?
- Lewis Kerr NoneAbout four weeks. We'll get the connectors live, set up your initial data, train your team on how to use it.
- Sanne de Wit NoneTiming-wise, when would you want to start if we decided to go ahead?
- Lewis Kerr NoneI'd suggest we aim to kick off in early May, which means you'd be live by early June. That gives you the whole summer to explore it and make sure it's delivering value before your budget cycle next year. Does that feel realistic for you?
- Maarten Bosman NonePossibly. We'd need to check with our IT team as well.
- Lewis Kerr NoneAbsolutely. IT sign-off on the Snowflake access and the Zendesk connector is important. I'm happy to jump on a call with them if that helps. Why don't we set up a demo next month where we can walk through the product on some sample data, and that'll give you more confidence?
- Sanne de Wit NoneYes, let's do that. And I'll loop in Yara from support operations as well.
- Lewis Kerr NonePerfect. I'll send a calendar invite for early May. In the meantime, if you have any other questions, just reach out. Cheers.
- Sanne de Wit NoneThanks, Lewis. Speak soon.