Aldbourne Hospice Care / BG-Demo – Discovery
Callcompleted
Aldbourne Hospice Care · 2 Mar 2026 10:30
Fran Whiting, Head of Supporter Care, wants one view of supporters across CRM, donations, email and ticketing. She says budget exists this fiscal year. Sophie Ling positioned Starter at twenty-eight thousand all-in and promised a proposal.
What was said
What this says
As at Fri 9 Oct 2026Fran Whiting, Head of Supporter Care, wants one view of supporters across CRM, donations, email and ticketing. She says budget exists this fiscal year. Sophie Ling positioned Starter at twenty-eight thousand all-in and promised a proposal.
What happened: Sophie Ling ran the discovery call on 2 Mar 2026 with Fran Whiting, Head of Supporter Care. Fran described supporter data scattered across a CRM, a donation platform, email and a ticketing system.
Customer view: Fran said they have budget for this fiscal year and want quicker insight than quarterly reports allow. She raised privacy and compliance once and accepted Sophie's answer.
Commercial: Sophie positioned Starter at twenty-eight thousand all-in, implementation plus the first year. Eight to ten viewers fits Starter's 15 users, but four named systems already match its four-connector limit.
Watch: Fran will take the proposal to her director, who was not on the call. The evidence does not show who holds the budget.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Sophie Ling to send the written proposal with scope and timeline this week.
- Fran Whiting to share the proposal with her director and come back to BG-Demo.
Risks
As at Fri 9 Oct 2026- Sign-off sits with a director who was not on the call and whose role the evidence does not show.
- The four systems named already match Starter's four-connector hard limit, so any further source needs an add-on or Growth.
Opportunities
As at Fri 9 Oct 2026- Starter covers the eight to ten expected users, with a clear path to extra users or connectors later.
- Fran said budget exists this fiscal year and she is keen to start.
Transcript
Sophie LingMorning, Fran. Thanks for making time this morning. I'd love to understand what you're trying to achieve with supporter data and where the challenges are right now.
Fran WhitingMorning, Sophie. We're trying to get a better handle on our supporter base: who they are, how engaged they are, and where they're dropping off. Right now it's scattered across a few systems and it's hard to see the full picture.- Sophie LingWalk me through the systems you're using.
- Fran WhitingWe've got a CRM for supporter records, a donation platform for giving, and then email for campaigns. We also have a ticketing system for supporter services, people calling in with questions.
- Sophie LingSo you're trying to understand the journey from when someone becomes a supporter through to, say, a donation or an engagement.
- Fran WhitingExactly. We want to know which supporters are most engaged, which are at risk of going inactive, and what's driving people to donate or volunteer.
- Sophie LingAnd who needs this information?
- Fran WhitingOur supporter care team, there's about three of us, and then our director and the leadership team. We do quarterly reports on supporter health and we'd like to get quicker insights without waiting for reports.
- Sophie LingHow many people are we talking about? The supporter care team and then leadership?
- Fran WhitingSo there's three of us in supporter care, two in operations, and maybe three or four in leadership. So around eight to ten people looking at this on any given month.
- Sophie LingAnd is this something you're keen to move on soon, or is it longer-term?
- Fran WhitingWe're keen to get started. We've got budget for this fiscal year, and having this kind of visibility would help us with planning.
- Sophie LingGreat. So what we do is build a brain, essentially a queryable layer over all your systems. Your team asks questions instead of manually stitching data together. It runs inside your own data infrastructure.
- Fran WhitingWhat does it actually look like? Can you run a query?
- Sophie LingDefinitely. So you'd type something like 'show me supporters who haven't donated in the past year but have opened email campaigns'. The brain queries your CRM and donation data and comes back with results. You can drill into each one, see their history, communications, everything.
- Fran WhitingThat sounds really useful. What about privacy? We're handling supporter data and we need to be careful about compliance.
- Sophie LingAll your data stays in your own systems. We don't copy anything to BG-Demo. You control access, and we log all queries for audit purposes. It's secure by design.
- Fran WhitingGood. And what would implementation look like?
- Sophie LingWe'd give you access to your CRM, donation system, email platform. Our team builds connectors and a data model that matches your supporter journey. We work with your team to validate that it's right. Four weeks from signature to go-live typically.
- Fran WhitingWhat would you need from us?
- Sophie LingSomeone to grant system access, someone from your supporter care team to tell us what data matters and validate the queries. Maybe a couple of hours a week for four weeks. Pretty light-touch.
- Fran WhitingThat's manageable. How much is this going to cost?
- Sophie LingFor a team your size, we're looking at Starter tier. That's twenty-eight thousand all-in: implementation plus the first year of subscription.
- Fran WhitingOkay. And after the first year?
- Sophie LingYou'd renew. We'd have a conversation about value and what you've got out of it. The subscription renews annually and we aim to help you get more from it over time.
- Fran WhitingThat makes sense. What's the next step?
- Sophie LingI'll put together a proposal with the scope and timeline. You can review it, share it with your director if needed, and then we can have a quick call to go through it and answer questions.
- Fran WhitingSounds good. I'll get that over to our director and we'll come back to you.
- Sophie LingPerfect. I'll send that this week. Thanks for your time, Fran.
- Fran WhitingThanks, Sophie. Speak soon.