Thorverton Creamery / BG-Demo – Discovery
Callcompleted
Thorverton Creamery · 7 Aug 2026 15:30
Beth Venn, Head of Customer Service, described unjoined email, phone and ticketing and lost context between teams. She liked the Growth pitch, needs Harvey and finance to agree, and asked for a written summary and a demo.
What was said
What this says
As at Fri 9 Oct 2026Beth Venn, Head of Customer Service, described unjoined email, phone and ticketing and lost context between teams. She liked the Growth pitch, needs Harvey and finance to agree, and asked for a written summary and a demo.
What happened: Sophie Ling ran a discovery call on 7 Aug 2026 with Beth Venn. Beth described email in Outlook, a basic ticketing system and a separate sales CRM that do not connect.
Customer view: Beth said she loses a few hours each week jumping between Outlook and the ticketing system. She also said key accounts needs better visibility into what customers are saying.
Commercial: Sophie positioned Growth with an eight week implementation and quoted 62000 for the first year, all-in. Beth said she needs to talk to Harvey and finance, so the decision sits above her.
Watch: the quoted figure was stated on the call only. The evidence does not show a written proposal, and Harvey's role is not given.
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 one-pager and demo timing options to Beth Venn.
- Book the demo and ask Beth to bring Harvey and finance.
Risks
As at Fri 9 Oct 2026- Beth needs Harvey and finance to agree, and the evidence does not show who decides.
- The price was quoted verbally as all-in for the first year and may be questioned by finance.
Opportunities
As at Fri 9 Oct 2026- Growth tier with the eight week implementation across customer service, sales and key accounts.
- A demo on sample data like theirs could turn interest into a proposal.
Transcript
Sophie LingHi Beth, thanks for making time. Can you hear me all right?
Beth VennYeah, loud and clear. How's your week been?- Sophie LingGood, thanks. Bit warm for August, I'd say. Anyway, Harvey mentioned you're managing customer interactions across a few different channels. Tell me what that looks like day to day.
- Beth VennRight, so we get email, phone calls, a few through the website. The challenge is they're not joined up. We use Outlook for email and a basic ticketing system, but if someone calls and they've emailed before, I'm hunting through old messages to find the context. Gets messy.
- Sophie LingSo you're losing visibility between systems. How much of your time does that cost you each week?
- Beth VennHonestly, probably a few hours just jumping between Outlook and the ticketing system. And we handle a lot of interactions, dozens each week, sometimes more during peak season.
- Sophie LingRight. And beyond customer service, is sales or key accounts dealing with the same data silos?
- Beth VennMm, yeah. Sales has its own CRM, which is great, but if a customer comes to us with an issue or feedback, there's no simple way to loop that back to the account owner. And key accounts definitely needs better visibility into what customers are saying.
- Sophie LingSo information gets lost between teams. That's a really common pain point, and it's exactly what we solve. What we do is build a queryable layer on top of all your existing systems: your Outlook, your ticketing tool, your CRM, and let you search and chat across all of them. It's built inside your own data warehouse, so nothing leaves your environment.
- Beth VennOkay, so it's a search layer across everything?
- Sophie LingExactly. Plus dashboards, chat, the ability to pull insights that span teams. No SQL required, built for people like you.
- Beth VennHow long does something like that take to set up?
- Sophie LingFor Growth, which feels right for your scale, about eight weeks. We handle the technical side; you mainly help us understand your workflows and point us at the right systems.
- Beth VennAnd the cost?
- Sophie LingFor Growth, it's 62000 for the first year, all-in. That includes implementation, setup, connectors, and twelve months of subscription.
- Beth VennOkay. I'll need to talk to Harvey and finance, but I like it. Could you send something over in writing?
- Sophie LingAbsolutely. One-pager and some timing options for a demo. Would a demo be useful?
- Beth VennYeah, that would help. I want to see what it looks like in practice.
- Sophie LingPerfect. I'll send over some options and we'll get it booked. You'll be able to see it running on sample data that's a bit like yours.
- Beth VennGreat. Thanks, Sophie.
- Sophie LingCheers, Beth. Speak soon.