Hartfield Hospice Trust / BG-Demo – Discovery
Callcompleted
Hartfield Hospice Trust · 21 Feb 2025 13:15
Hartfield Hospice Trust described manual weekly data pulls across disconnected systems. Priya Raman pitched Starter. Jeremy Austin stressed tight charity budgets, and Rosemary Tullett wants to talk internally first.
What was said
What this says
As at Fri 9 Oct 2026Hartfield Hospice Trust described manual weekly data pulls across disconnected systems. Priya Raman pitched Starter. Jeremy Austin stressed tight charity budgets, and Rosemary Tullett wants to talk internally first.
What happened: Priya Raman ran the 21 Feb 2025 discovery with Rosemary Tullett and Jeremy Austin. They described a donor database, a shop platform, Xero and a clinical system that do not talk to each other.
Customer view: Rosemary pulls data manually each week. Jeremy reconciles three or four systems to close the books each month.
Commercial: Priya quoted Starter at £20k a year plus £6,000 implementation. Jeremy said budget is tight, while Rosemary found the price not unreasonable.
Watch: Jeremy estimated about twenty users, above the fifteen included in Starter, and the systems named could exceed four connectors. That points to a Growth discussion or add-ons.
Themes
As at Fri 9 Oct 2026Theme
Starter fit and budget
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Priya Raman sends the Starter one-pager on 21 Feb 2025, and the evidence does not show whether it was sent.
- Priya Raman and the Hartfield team reconvene in a couple of weeks to decide whether Starter is a fit.
Risks
As at Fri 9 Oct 2026- Jeremy Austin said budget is tight, so price could stall the decision.
- About twenty users would exceed the fifteen users Starter includes, so the tier proposed may not fit.
Opportunities
As at Fri 9 Oct 2026- Jeremy named three or four systems plus a clinical system, so the connector count could point to Growth or an additional connectors add-on.
- Supporter Care and finance both described a clear manual-reconciliation problem the brain addresses.
Transcript
Priya RamanRosemary, Jeremy, thanks so much for making the time. So I thought today we'd just understand where you are now: your systems, your teams, what's working and what's not. That sound OK?
Rosemary TullettYes, that works. We're keen to get a sense of whether this could actually help us.
Jeremy AustinAnd obviously the cost implication. We're a charity, so budget is tight.- Priya RamanUnderstood completely. Let me ask first, who are your main teams using data? What are they trying to do?
- Rosemary TullettSo my team, Supporter Care, we manage the donor relationships. We've got a database of supporters, their donation history, their preferences. Then there's the charity shops team, they've got a separate system for stock and sales. And clinical, obviously, they're tracking patient care.
- Priya RamanAre those three systems talking to each other?
- Jeremy AustinThey're not, really. That's part of the problem. We've got a donor database, we've got the shops on a separate platform, financials in Xero, patient records in a clinical system. When we need a full picture, say, supporters who've also bought from the shops, we're pulling data out manually.
- Priya RamanHow often does that happen?
- Rosemary TullettWeekly, usually. We're trying to understand our supporter base: who are the most engaged, who might want to volunteer, that kind of thing. Right now it's very manual.
- Priya RamanAnd if you could pull that together, what would you do with it?
- Rosemary TullettWe could personalise our supporter communication. We could identify volunteers from our existing base. We'd understand who our best supporters are and make sure we're nurturing those relationships properly.
- Jeremy AustinFrom a finance perspective, we'd get better visibility on our income streams. Right now I'm reconciling three or four systems to close the books each month.
- Priya RamanThat's exactly where people see value. So if we pulled all those systems together: the donor database, Xero, the shop system, maybe your email, you'd have one place to ask questions about your business. How many people use those systems today?
- Rosemary TullettI'd say about five or six of us in Supporter Care, maybe three in shops, three in clinical. Plus Jeremy and his team finance.
- Jeremy AustinSo maybe twenty in total across the charity?
- Priya RamanOK. That's a perfect size for Starter, which is our entry-level tier. Supports up to fifteen users, four connectors, so your donor database, Xero, the shop system, maybe email. That would give you a unified view across all those areas.
- Rosemary TullettHow long would implementation take?
- Priya RamanFour weeks for Starter. We'd come in, map your systems, build the connectors, train your team. It's pretty hands-on but it's quick.
- Jeremy AustinAnd the cost?
- Priya RamanStarter is nineteen thousand five hundred per annum, plus six thousand for implementation. So the first year would be twenty-five thousand five hundred. Then nineteen thousand five hundred a year to renew.
- Rosemary TullettThat's not unreasonable for what it would save us.
- Jeremy AustinIs that inclusive of everything? Support, the data refreshes, all of that?
- Priya RamanYes. The annual fee covers the platform, support, data refreshes every night. You get check-ins with us every six months to make sure you're getting value.
- Rosemary TullettI think we'd want to talk internally, but this is interesting.
- Priya RamanAbsolutely. What I'd suggest is I'll send over a simple one-pager on Starter, and maybe we get back together in a couple of weeks to discuss whether this is a fit? That give you time to think and talk to your teams?
- Jeremy AustinThat sounds sensible.
- Priya RamanGreat. I'll send that over today. And Rosemary, if you've got specific questions from the Supporter Care side, just ping me. Happy to chat through the detail.
- Rosemary TullettWill do. Thanks, Priya.
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