Pelham Rowe Insurance Brokers / BG-Demo – Discovery
Callcompleted
Pelham Rowe Insurance Brokers · 6 Nov 2023 16:00
Naomi Fordham, Head of Operations, described scattered client data across HubSpot, Zendesk, Microsoft 365 and Xero. Tom Ashdown promised pricing the next day and a demo in late November with Tobias, the CTO.
What was said
What this says
As at Fri 9 Oct 2026Naomi Fordham, Head of Operations, described scattered client data across HubSpot, Zendesk, Microsoft 365 and Xero. Tom Ashdown promised pricing the next day and a demo in late November with Tobias, the CTO.
What happened: Naomi explained that email history, tickets and CRM records sit in different places, so staff dig around when a client rings. Tom outlined the brain, running inside the customer's own Snowflake account.
Customer view: Naomi liked the data staying in the customer's own account. Her stated pain is time lost and a weaker client experience, not a rival or a price concern.
Commercial: Naomi asked about implementation time and cost. Tom gave four to eight weeks and said exact numbers would follow the next day, so no price was quoted on the call.
Watch: the evidence does not show a budget, a decision process or who else signs. Naomi is the only customer voice, and the demo needs IT read access to HubSpot, Zendesk and email.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send pricing and demo dates, as promised on the call.
- Naomi Fordham to arrange read access to HubSpot, Zendesk and email for the demo.
- Tom to bring Tobias Renwick to the late November demo.
Risks
As at Fri 9 Oct 2026- Pricing was deferred, so the customer has not yet seen a number to react to.
- Access from the customer's IT team to HubSpot, Zendesk and email is needed before the demo.
Opportunities
As at Fri 9 Oct 2026- A clear pain across four connected systems fits the brain, with implementation of four to eight weeks.
- Naomi welcomed the data staying inside the customer's own Snowflake account.
Transcript
Tom AshdownNaomi, thanks for taking the time. How's your week been?
Naomi FordhamBusy, as always. Good to connect.- Tom AshdownSo you reached out about data visibility. Tell me what's going on at Pelham Rowe.
- Naomi FordhamYeah, so we're an insurance broker, pretty hands-on with our clients. We've got a CRM, we've got email, we've got a helpdesk for queries coming in. And it's hard to know what's happening across a client relationship. One team has the email history, another team has the support tickets, and the CRM's got bits of it. But there's no single view of each client.
- Tom AshdownSo when a client rings up, your team doesn't have the full picture?
- Naomi FordhamExactly. They might have to ask around or dig through emails. It costs time and it's not great for the client experience.
- Tom AshdownAnd what systems are we talking about?
- Naomi FordhamCRM is HubSpot. Helpdesk is Zendesk. Email is Microsoft 365. And we've got some finance data in Xero as well.
- Tom AshdownDo they talk to each other?
- Naomi FordhamNot really. There's an integration between HubSpot and Zendesk, but we're doing a lot of manual work to cross-reference things.
- Tom AshdownThis is what the brain solves. It's an AI layer that connects all of that, HubSpot, Zendesk, emails, Xero. Your team asks a question in plain English and gets an answer in seconds.
- Naomi FordhamAll in one place?
- Tom AshdownExactly. And here's the thing, it lives inside your own Snowflake account. We're not storing your data somewhere else.
- Naomi FordhamI like that.
- Tom AshdownYeah. It's secure, it's auditable, it's yours. So if a client calls, your team could ask: 'Show me all interactions we've had with this client in the last six months,' and boom, they've got the full story.
- Naomi FordhamHow long does implementation take?
- Tom AshdownDepends on your setup, but for a team your size, probably four to eight weeks. We do the heavy lifting. Your team doesn't really have to do much except give us access to the systems.
- Naomi FordhamAnd then what's the cost?
- Tom AshdownFixed fee for implementation, then annual subscription. I'll get you the exact numbers tomorrow, I don't want to quote off the top of my head. But it's very reasonable, especially when you add up what people spend on emails looking for information.
- Naomi FordhamWhen would you want to do a proper demo?
- Tom AshdownSoon as you like. We'd load some of your actual data into a sandbox and show you what it looks like. Give you a feel for how it works.
- Naomi FordhamLate November?
- Tom AshdownThat works. I'll bring Tobias, our CTO, so you can ask him the technical stuff. About an hour.
- Naomi FordhamAnd between now and the demo, what do you need from me?
- Tom AshdownJust an access request from IT to HubSpot, Zendesk, your email system. Standard read access. We'd use that for the demo. No drama, it's just the usual.
- Naomi FordhamAll right, I can sort that.
- Tom AshdownPerfect. I'll send over the dates for the demo and the pricing. Does early afternoon work for you?
- Naomi FordhamYeah, that's cleaner.
- Tom AshdownBrilliant. I'll get something in the diary. Speak soon, Naomi.