Kersey Mill Foods / BG-Demo – Discovery
Callcompleted
Kersey Mill Foods · 16 May 2024 14:00
Gillian Woolnough described customer data split across Salesforce, Zendesk and Microsoft 365, pulled together by hand a few times a week. Tom Ashdown recommended Growth and the customer agreed to a demo.
What was said
What this says
As at Fri 9 Oct 2026Gillian Woolnough described customer data split across Salesforce, Zendesk and Microsoft 365, pulled together by hand a few times a week. Tom Ashdown recommended Growth and the customer agreed to a demo.
What happened: Tom Ashdown ran discovery with Gillian Woolnough, Head of Customer Service. She named Salesforce, Zendesk and Microsoft 365 as the systems she has to piece together.
Customer view: The work falls to whoever picks up the call, which is poor when a customer is upset. She said B-Glass sounded like what they need.
Commercial: Tom recommended Growth with eight weeks of implementation and a subscription of fifty-six thousand per year. Gillian said it was more than she might have budgeted but she could see the value.
Watch: Price is the open point. The call does not show who else signs off or who holds the budget.
Themes
As at Fri 9 Oct 2026Theme
Scattered customer data
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hannah Lowe to arrange a demo on Kersey Mill Foods data within a couple of weeks.
- Tom Ashdown to send the summary and pricing the same day.
Risks
As at Fri 9 Oct 2026- Gillian said the subscription is more than she might have budgeted.
- The call does not show who else must approve the purchase.
Opportunities
As at Fri 9 Oct 2026- Growth tier fits about eight or nine regular users and three connectors, with headroom to eight.
Transcript
Tom AshdownHi Gillian, how's your week been?
Gillian WoolnoughHi Tom, not bad thanks, busy as usual.- Tom AshdownYeah, I imagine. Listen, thanks for making time. So last time we chatted, you mentioned that customer data's spread across a few systems and it's a pain to get a full picture. I'd like to understand that a bit better today - what systems you're on, how you're using them, what's working and what's not.
- Gillian WoolnoughYeah, that's right. We've got Salesforce for our customer accounts, Zendesk for support tickets, and we use Microsoft 365. When we need to understand something about a customer, say whether they're going to reorder or if there's a problem brewing, we're pulling from multiple places and trying to piece it together.
- Tom AshdownHow often does that happen?
- Gillian WoolnoughRegularly, probably a few times a week. A customer calls with a complaint, we need to know their order history, their complaints, whether we've had quality issues with their account. It's all scattered. One person manually pulls Salesforce data, another checks Zendesk, someone else digs through emails. It takes time.
- Tom AshdownAnd who usually does that pulling together?
- Gillian WoolnoughMostly customer service. We've got a small team, so it falls to whoever picks up the call. They'll ask around, check a couple of systems, email someone in the office. Not ideal when you've got an upset customer on the phone.
- Tom AshdownRight, so the pain is both time and the ability to give the customer an instant answer. How big's your customer base?
- Gillian WoolnoughWe've got about sixty active accounts. Not huge, but growing. And a lot of them are repeat orders, so the history matters.
- Tom AshdownOkay, and roughly how many people on your team are accessing this customer data?
- Gillian WoolnoughCustomer service team is about five or six people. Sales is another three. So maybe eight or nine touching customer data regularly.
- Tom AshdownRight. So at BG-Demo, what we do is build a single query layer over all your systems - we call it B-Glass. Your Salesforce, Zendesk, Microsoft 365, all of it gets connected, and your team can ask questions. 'Show me accounts with problems', 'what's our order history for this customer', boom, you get the answer in seconds. It all lives in your Snowflake, so you own the data.
- Gillian WoolnoughThat sounds like what we need, actually.
- Tom AshdownFor your size and use case, I'd recommend the Growth plan. That's several teams, up to forty users, eight connectors. You've got three, so plenty of headroom. Implementation is eight weeks, and the subscription is fifty-six thousand per year.
- Gillian WoolnoughSo more than I might have budgeted, but I can see the value. What's included in those eight weeks?
- Tom AshdownWe get to know your business, your Salesforce config, set up all the connectors, test everything, get your team trained up. By the end of week eight, you're live and running queries. We're pretty hands-on, but we handle the technical stuff.
- Gillian WoolnoughWhat about support once you're live?
- Tom AshdownOn Growth, you get quarterly business reviews with our customer success team. Data refreshes every night. Support response is one business hour for any issues. And the dashboards builder is included, so your team can make their own dashboards without asking IT.
- Gillian WoolnoughOkay. What would be the next step?
- Tom AshdownI'd love to get our solutions engineer Hannah in for a proper demo. She'll show you the brain on your actual data, walk through queries relevant to customer service, show you how dashboards work. That'll give you a genuine feel for whether it's going to solve your problems. Probably about an hour. Would that be something you'd want to see?
- Gillian WoolnoughYeah, definitely.
- Tom AshdownBrilliant. I'll get Hannah to reach out with some times. She's usually flexible - probably sometime next couple of weeks. In the meantime, I'll send you a summary of what we've talked about, the plan we'd propose, pricing, all of that. Fair enough?
- Gillian WoolnoughSounds good.
- Tom AshdownGreat. I'll get that over to you by end of day. And honestly, if you've got any questions before the demo, just drop me a line. Cheers, Gillian, talk soon.
Callsmade from