Wiesenthal Software / BB-Demo – Discovery
Callcompleted
Wiesenthal Software · 2026-08-27 08:15
Katharina Richter and Jörg Zimmermann described usage data cut off from helpdesk and CRM. Matteo Ricci suggested Starter and promised a proposal by Friday. Decision targeted for mid-November, fitting their budget cycle.
What was said
What this says
Current to 13 Oct 26Katharina Richter and Jörg Zimmermann described usage data cut off from helpdesk and CRM. Matteo Ricci suggested Starter and promised a proposal by Friday. Decision targeted for mid-November, fitting their budget cycle.
What happened: Matteo Ricci ran a 37-minute discovery call with Katharina Richter and Jörg Zimmermann of Wiesenthal Software. Both agreed a decision by mid-November fits their budget cycle.
Customer view: Katharina supports about seventy customers and has no joined-up view of who is using the product heavily and who is struggling. She said she has to export reports and cross-reference them manually.
Commercial: Matteo suggested the Starter tier, covering helpdesk, CRM and usage data. Jörg asked what it costs and Matteo deferred the price to a written proposal, so no figure was given on the call.
Watch: Jörg is the managing director and the budget voice, but he spoke only three times. The evidence does not show a competitor or a named budget.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Matteo Ricci to send the written Starter proposal by Friday.
- Matteo Ricci to arrange a demo on Wiesenthal Software's own data the following week.
Risks
Current to 9 Oct 26- Price was not stated on the call, so cost may be a hurdle once the proposal arrives.
- Decision rests on a mid-November timeline with no competitor or budget figure discussed.
Opportunities
Current to 9 Oct 26- New Starter tier subscription and implementation connecting helpdesk, CRM and usage data.
- Dashboards builder interest for spotting at-risk customers early.
Transcript
Matteo Ricci NoneGood morning, Katharina, Jörg. Matteo Ricci from BB-Demo. I hope I haven't woken anyone, it's early for Germany.
Katharina Richter NoneNot at all. We're both here. Thanks for making this work.- Matteo Ricci NoneMy pleasure. So as we discussed, we're aiming to have you in a position to make a decision by mid-November. Sound right?
Jörg Zimmermann NoneYes, that fits our budget cycle.- Matteo Ricci NoneGood. So let me start by understanding what you do. Katharina, your title is Head of Customer Success, tell me what that means for you.
- Katharina Richter NoneI run customer support and onboarding for our fleet-maintenance product. We have customers who are municipal utilities, bus operators: they use our software to manage maintenance schedules, parts, all of that. My job is to keep them happy and help them get value from what they've bought.
- Matteo Ricci NoneAnd how many customers are you supporting?
- Katharina Richter NoneAbout seventy. They're all over Europe, lots of them in Germany but we're growing the UK market.
- Matteo Ricci NoneRight. And what's your current setup: how do you track customer health, support tickets, that sort of thing?
- Katharina Richter NoneWe use a helpdesk for support tickets, we've got a CRM where we track interactions, and then our product sends usage data somewhere, honestly, that's not really connected to anything. So I don't have a clear view of which customers are actually using the product heavily and which ones are struggling.
- Jörg Zimmermann NoneAnd that's the problem we're trying to solve. If Katharina could see usage alongside support history and CRM data, she could be proactive instead of reactive.
- Matteo Ricci NoneThat makes sense. So you're disconnected right now, usage lives separately from your support and CRM data?
- Katharina Richter NoneExactly. I have to export reports, cross-reference them manually. It's slow.
- Matteo Ricci NoneAnd what would it be worth to you: in time, or in customer retention, if you could see that all in one place?
- Katharina Richter NoneEverything. If we could catch a customer in trouble before they churn, or if we could spend less time on admin and more time talking to them, that's huge for us.
- Matteo Ricci NoneRight. So here's what I'd suggest: we look at you on the Starter tier. It's designed for teams like yours: one team, good headroom on users and connectors. You'd get our brain, dashboards, and we'd get your helpdesk, CRM and usage data flowing in together.
- Jörg Zimmermann NoneWhat does that cost?
- Matteo Ricci NoneI would rather you heard it from me properly, let me send you a detailed proposal. It'll show you the tier, the implementation timeline, and the annual cost. You can review it, make sure it makes sense, and we can do a demo on your actual data.
- Katharina Richter NoneWhen would we demo?
- Matteo Ricci NoneNext week, if you'd like. I'll send the proposal by end of this week, you review it, and we get on a call to walk through what that looks like for your customers.
- Katharina Richter NoneSounds good. We'll look at it and be in touch.
- Matteo Ricci NonePerfect. I'll send it by Friday. Speak soon.