Tewin Software / BG-Demo – Discovery
Callcompleted
Tewin Software · 11 May 2023 13:30
Discovery call with Tewin Software's chief executive and head of customer success. They want customers to explore their own data and to understand their own churn risk. Nell Ashcombe quoted £26k for Starter.
What was said
What this says
As at Fri 9 Oct 2026Discovery call with Tewin Software's chief executive and head of customer success. They want customers to explore their own data and to understand their own churn risk. Nell Ashcombe quoted £26k for Starter.
What happened: Divya Raval and Max Harrington described customers asking for utilisation insight that Tewin can only supply through custom reports. Divya also wanted to see which of Tewin's own customers get value and which are at risk of churning.
Customer view: Divya said customers would probably pay for a customer-facing version. Max called the custom reports a drag on the customer success team.
Commercial: About twelve internal users fit Starter, and the price quoted was £26k for implementation and the first year. A customer-facing version would be a separate custom deal, and could outgrow the 15-user limit.
Watch: A demo was agreed for a week or two out, pending a technical questionnaire. The evidence does not show a date for it.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Nell Ashcombe to send the Starter one-pager and technical questionnaire to Divya Raval and Max Harrington by the end of that week.
- Nell Ashcombe to schedule a demo on Tewin's product database once the questionnaire is returned.
Risks
As at Fri 9 Oct 2026- A customer-facing version would be a custom deal and the evidence does not show it was scoped.
- Twelve initial users sit close to the 15-user soft limit if customer access grows.
Opportunities
As at Fri 9 Oct 2026- A customer-facing version of the brain could be a larger custom engagement beyond Starter.
- Internal churn and customer health analysis is a clear fit for Starter.
Transcript
Nell AshcombeHi Divya, hi Max. Thanks for the time.
Divya RavalHi Nell. Good to meet you.
Max HarringtonHi. We're interested in understanding your product better.- Nell AshcombeHappy to walk through it. But first, tell me about your business. You're selling room-booking software to offices, who's your typical customer and what are they asking for?
- Divya RavalMostly large corporates: investment banks, consultancies, tech companies. They've got offices globally and they want to understand utilisation: which rooms are being used, peak times, which teams are in how often. Right now we give them basic reports, but customers keep asking for deeper insights: things like which teams are actually using the hybrid model, how does booking correlate with attendance, that kind of thing.
- Max HarringtonAnd we can't answer those questions easily. The data's in our system but we'd have to build a custom report every time. It's a drag on our customer success team.
- Nell AshcombeSo you want to offer your customers a way to explore their own data without you building custom reports?
- Divya RavalExactly. And honestly, we'd love to understand our own business better too: which customers are getting value from the product, which ones are at risk of churning, where are the stickiest customer segments.
- Nell AshcombeThat's what the brain does. It's an AI layer that sits on top of your data: your product database, customer interactions, support tickets, calls. You and your team ask it questions in plain English and it answers. No coding, no reports team.
- Max HarringtonInteresting. How does that work in practice with customers? Do they see it? Do we embed it?
- Nell AshcombeBoth are possible. You can use the brain internally to understand customer health and churn risk. Separately, you could offer a version to customers, they log in and ask questions about their own office data. That's a real differentiator for you.
- Divya RavalThat would be compelling. Customers would probably pay for that.
- Nell AshcombeSome of our customers are doing exactly that, using the brain internally and offering it as a feature. Now, if you went down that path, we'd need to talk scope. Who at Tewin would be using the brain day to day?
- Divya RavalMy team in customer success, probably Max and the leadership. Sales would want it too. So maybe twelve people initially, but if customers start using it, we'd need to scale.
- Nell AshcombeTwelve fits our Starter tier comfortably. That's up to fifteen users. You can ask unlimited questions, search across your data, and you get access to everything in your systems. Implementation is four weeks.
- Max HarringtonWhat's the investment?
- Nell Ashcombe£25,500 all in. That's implementation and your first year.
- Divya RavalAnd if we want to offer this to customers later?
- Nell AshcombeThat's a separate conversation. We'd need to talk about licensing, how many of your customers would access it, and whether you want it multi-tenant or dedicated. That would likely be a custom deal, but we've done it before.
- Max HarringtonOK. So what's the process?
- Nell AshcombeNext, I'd like to do a demo. I'll connect to your product database and show you the brain answering questions about your customers and usage. Then you'll have a real sense of what's possible. Are you free in a week or two?
- Divya RavalYeah, we can do that.
- Nell AshcombeGreat. I'll send you a one-pager on Starter and a brief technical questionnaire. Once I've got answers about your systems, which database, where the customer data lives, I can set up the demo with realistic data.
- Max HarringtonSounds good.
- Nell AshcombeI'll get that to you by end of week. Looking forward to showing you what's possible. Best.