Inchcolm Drinks / BG-Demo – Discovery
Callcompleted
Inchcolm Drinks · 7 Sep 2026 14:00
Discovery call with Inchcolm Drinks. Customer service and finance both described data scattered across Zendesk, Salesforce and Xero. Tom Ashdown proposed Growth, and both Isla Moncrieff and Gregor Tulloch agreed to move forward.
What was said
What this says
As at Fri 9 Oct 2026Discovery call with Inchcolm Drinks. Customer service and finance both described data scattered across Zendesk, Salesforce and Xero. Tom Ashdown proposed Growth, and both Isla Moncrieff and Gregor Tulloch agreed to move forward.
What happened: On 7 Sep 2026 Tom Ashdown met Isla Moncrieff and Gregor Tulloch. They described three disconnected systems and twenty-three people in customer service, and Tom proposed the Growth tier.
Customer view: Isla said staff dive into three systems on almost every returning-customer call. Gregor said monthly reconciliation of tickets and complaints against invoices is manual and error-prone.
Commercial: Growth fits their ask for dashboards and eight connectors, with implementation of eight weeks. The fixed fee was not stated and Tom promised to confirm it in a follow-up with the proposal.
Watch: Both agreed to a scoping call, but the date was only given as a couple of weeks out. The evidence does not show whether it happened or what the proposal contains.
Themes
As at Fri 9 Oct 2026Theme
Growth tier discovery
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 book a scoping call with both teams to confirm systems and data cleanup.
- Tom Ashdown to send the questionnaire to Isla Moncrieff and Gregor Tulloch.
- Tom Ashdown to send a proposal with the numbers so Gregor can discuss budget.
Risks
As at Fri 9 Oct 2026- The implementation fee and subscription price have not been stated, and Gregor Tulloch still needs to discuss budget with his team.
- The scoping call had no fixed date, so momentum depends on BG-Demo following up promptly.
Opportunities
As at Fri 9 Oct 2026- A Growth subscription covering Zendesk, Salesforce and Xero, with dashboards for resolution time and repeat callers.
- Finance use cases such as customer lifetime value by product line could widen adoption beyond customer service.
Transcript
Tom AshdownRight, good afternoon Isla, Gregor, thanks so much for making time. How's your week been?
Isla MoncrieffNot bad, thanks Tom. Bit hectic with the summer finishing up, but can't complain.- Tom AshdownYeah, tell me about it. Gregor, how are things with you?
Gregor TullochGood, looking forward to hearing what you've got for us.- Tom AshdownBrilliant. Quick bit of housekeeping, can you both hear me okay? No echo or anything?
- Isla MoncrieffSound good from here.
- Gregor TullochAll clear, yeah.
- Tom AshdownPerfect. So, Isla, when we spoke before you mentioned your teams are juggling customer data from several different systems. Is that still the main pain point?
- Isla MoncrieffYeah, absolutely. We've got customer service ticketing in Zendesk, our CRM is Salesforce, and then finance is working out of Xero. We're missing the connective tissue. When a customer calls about an order or a complaint, we're diving into three different systems just to see what's happened.
- Tom AshdownMm, that's frustrating. And that happens pretty often then?
- Isla MoncrieffPretty much every call if it's a returning customer or there's any sort of issue.
- Tom AshdownRight. How many people are we talking about in customer service?
- Isla MoncrieffTwenty-three, so not huge, but the lost time stacks up pretty quickly.
- Tom AshdownYeah, for sure. Gregor, from your side, what's the knock-on effect for finance when you've got data scattered like that?
- Gregor TullochWell, it's the monthly reconciliation that really gets us. We're tying support tickets and complaints back to invoices manually, checking what actually happened. It's time-consuming and we make mistakes.
- Tom AshdownYeah, that's exactly what the brain is designed to solve. It pulls everything together into one queryable layer on top of your existing systems, Zendesk, Salesforce, Xero, so you get one source of truth without replacing anything or moving data around. I'm thinking Growth is probably the right tier for you. Built for a couple of teams, gives you dashboards, and we do quarterly check-ins.
- Isla MoncrieffDashboards would be really useful, actually. We've talked about tracking resolution time, repeat callers. Is that something we could build?
- Tom AshdownAbsolutely, yeah. That's standard for Growth customers. So Growth gives you eight connectors, Zendesk, Salesforce, Xero, call recordings, emails, product usage. Really join the dots.
- Gregor TullochEight connectors is plenty for us. What's the implementation look like?
- Tom AshdownFor Growth it's typically eight weeks. We embed with your team to make sure the connectors are set up right and everyone knows what they're doing. Fixed implementation fee, which I'll confirm, but I'll run through that in a follow-up. No drama.
- Isla MoncrieffDo we need to worry about data security? We don't hold sensitive data, but I want to be sure this isn't a compliance headache.
- Tom AshdownGood question. The whole thing runs inside your own Snowflake account, so data stays with you. Your IT team usually finds that reassuring. We host the connectors inside your infrastructure, but the data remains yours completely.
- Isla MoncrieffThat sounds right, yeah.
- Tom AshdownGood. So, what would success look like in month one? What would you want to ask the brain first?
- Gregor TullochCustomer lifetime value by product line would be first. And which customers are highest maintenance in terms of support load.
- Isla MoncrieffFor us it's identifying repeat problem callers and what's driving the issues. Same product, same account type, same reason they're calling. That kind of thing.
- Tom AshdownSo you'd go from 'oh no, not them again' to 'right, I know exactly what they need'. That's a natural one. Okay, next step, I'd like to get your teams in a scoping call. Work through which systems we're hooking up, any data cleanup needed. Are you both happy to move forward?
- Isla MoncrieffYeah, we'd like to.
- Gregor TullochYes, let's do it.
- Tom AshdownBrilliant. I'll get something in the diary for a couple of weeks from now. I'll send you both a questionnaire, takes about ten minutes, and then I'll get you a proposal with the numbers so Gregor can chat with his team about budget. Sound good?
- Isla MoncrieffPerfect.
- Gregor TullochThat works for us.
- Tom AshdownBrilliant. Thanks both. Cheers.
Callsmade from