Pelham Rowe Insurance Brokers / BG-Demo – Proposal
Callcompleted
Pelham Rowe Insurance Brokers · 18 Dec 2023 11:15
Proposal call on 18 Dec 2023. Tom Ashdown quoted £26k all-in for year one on Starter. Managing Director Geoffrey Rowe asked for a draft order form to think over. The renewal price was left vague.
What was said
What this says
As at Fri 9 Oct 2026Proposal call on 18 Dec 2023. Tom Ashdown quoted £26k all-in for year one on Starter. Managing Director Geoffrey Rowe asked for a draft order form to think over. The renewal price was left vague.
What happened: Tom walked Geoffrey Rowe and Naomi Fordham through a Starter proposal across HubSpot, Zendesk, email and Xero. Geoffrey asked about cost, term and non-renewal, then asked for a draft order form.
Customer view: Geoffrey pressed for numbers and asked whether the price was negotiable. He called Naomi the champion and kept the decision to himself.
Commercial: Tom quoted £26k all-in for year one and said the renewal price would rise a little with inflation and feature updates, without giving a figure. Discounting was not offered beyond a possible two-year term or a Premium support add-on.
Watch: The call does not show whether the order form was signed. The vague renewal price is a likely source of friction at the first renewal.
Themes
As at Fri 9 Oct 2026Theme
Starter proposal pricing
Importance
neutral
Sentiment
neutral
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 Geoffrey Rowe the draft Starter order form with the renewal price stated clearly.
- Tom Ashdown to follow up with Naomi Fordham on questions from the finance review.
Risks
As at Fri 9 Oct 2026- The renewal price was left as a small rise with no figure, which could surprise the customer at first renewal.
- Geoffrey Rowe deferred the decision and wanted to check with finance, so the outcome is not shown.
Opportunities
As at Fri 9 Oct 2026- Naomi Fordham asked about flexibility, and a Growth upgrade after year one was raised as a path.
- A two-year term or a Premium support add-on could be offered to secure commitment.
Transcript
Tom AshdownGeoffrey, Naomi, thanks for making time. I want to walk through what we'd do and what it costs. Geoffrey, you're the Managing Director?
Geoffrey RoweYes, I'm running the business. Naomi's champion on this.- Tom AshdownRight. So we'd implement the brain across HubSpot, Zendesk, Microsoft 365, and Xero. You get the AI layer, your team gets access, and we train everyone up. That's all included. Takes about four to eight weeks depending on your setup.
Naomi FordhamCan the team start using it before all four systems are live?- Tom AshdownYou'd start with what's ready. Usually HubSpot first, then Zendesk, then email, then Xero. You'd start getting value pretty quickly.
- Geoffrey RoweWhat's the cost?
- Tom AshdownSo there's an all-in implementation fee and then an annual subscription. The implementation fee is fixed, doesn't matter how many questions you ask during setup, same price. Then the annual fee is what you pay every year to keep the brain running and updated.
- Geoffrey RoweGive me numbers.
- Tom AshdownFor a Starter tier, which is what you're looking at, it's 25500 all-in for year one. That's implementation plus the first year's subscription. After that, it renews annually at the subscription price.
- Geoffrey RoweWhat's the subscription price?
- Tom AshdownIt's actually baked into the 25500. So your all-in cost year one is 25500. Year two onwards, you'd renew at the Starter subscription rate. I'll send the exact renewal price: it goes up a bit with inflation and feature updates, but you'll know it well in advance.
- Naomi FordhamIs there flexibility around that?
- Tom AshdownSome. If you wanted to upgrade to Growth tier after a year: more users, more connectors, quarterly check-ins, you'd pay a premium. But the Starter price is fixed for the first year.
- Geoffrey RoweWhat's included in Starter?
- Tom AshdownUp to 15 users, four connectors, chat and search and pages, and a six-monthly check-in with us. You can upgrade connectors or users as add-ons if you need to.
- Naomi FordhamDo we need more than four connectors?
- Tom AshdownNo, you're at four, HubSpot, Zendesk, email, Xero.
- Geoffrey RoweWhat's the term?
- Tom AshdownAnnual. You sign in, you're in for a year. After that, you can renew or walk away.
- Geoffrey RoweWhat happens if we don't renew?
- Tom AshdownYou'll still have access until your term ends. After that, the brain stops running. The data stays in your Snowflake account, but we're not actively updating it. But once your team's using this thing, you'll want to keep it going.
- Naomi FordhamWhat about support?
- Tom AshdownStarter comes with standard support. You email us or log a ticket, we get back to you within four business hours. If you wanted faster support, we could upgrade to Premium.
- Geoffrey RoweIs this negotiable?
- Tom AshdownThe base price is the base price. But I can look at things like an extended term, if you wanted to lock in for two years, we could do something there. Or I could check on Premium support add-on if that's useful.
- Geoffrey RoweWhat's the next step?
- Tom AshdownIf you want to move forward, I'd draft an order form. You'd review it, we'd sign, and then we'd kick off the implementation. Tobias would reach out to your IT team about access, and we'd get started.
- Naomi FordhamWhen would you need a decision?
- Tom AshdownSoon as you're ready. No pressure, but if you wanted to start before Christmas, I'd need it within a couple of weeks.
- Geoffrey RoweLet me think about it. Can you send the order form as a draft?
- Tom AshdownAbsolutely. I'll send it over tomorrow. You can review it with Naomi, check with your finance team, come back to me with any questions.
- Geoffrey RoweAll right.
- Tom AshdownI'll get that draft over. Any other questions right now?
- Naomi FordhamWhat's the timeline if we do sign?
- Tom AshdownWe'd aim for go-live end of the year if we start soon. No drama. I'll send the draft. Cheers, Geoffrey, Naomi.
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