Setting up a discovery call

Email thread

Logistical thread: Tom Ashdown proposes a discovery call and Shona Baird picks Wednesday at 10:00. She will bring service desk and provisioning colleagues so they can describe what the customer sees.

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As at Fri 9 Oct 2026

Logistical thread: Tom Ashdown proposes a discovery call and Shona Baird picks Wednesday at 10:00. She will bring service desk and provisioning colleagues so they can describe what the customer sees.

Ask: Tom wants an hour on how account management, provisioning and the service desk work today. Shona replied the same day and agreed to a Wednesday slot.

Customer view: Shona wants her frontline staff to explain the customer experience, not herself. She is engaged but pressed by a fault queue.

Next: Tom sends the invite and Shona accepts it.

AI · claude-sonnet-5-5 · as at Fri 9 Oct 2026

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Updated 9 Oct 26

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Messages2

First message2025-06-13

Last message2025-06-13

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Tom Ashdown 13 Jun 2025 11:17
to Shona Baird
Hi Shona, Thanks for making time for a chat earlier. As promised, I'd like to get a proper discovery call in the diary so we can talk through how account management, provisioning and the service desk work at the moment, and where it hurts. I'd suggest about an hour. Could you do Tuesday or Wednesday next week? Happy to work round you, and bring along anyone from the service desk or provisioning who you think should be there. Let me know what suits and I'll send an invite. Best, Tom Tom Ashdown Account Executive, BG-Demo
Shona Baird 13 Jun 2025 13:50
to Tom Ashdown
Hi Tom, Wednesday is better for me. Say 10:00? Tuesday is a write-off, we've got a nasty fault queue to clear. I'll bring one of the service desk team and someone from provisioning. Let's not make this complicated: I want them to tell you what the customer's actually seeing, not me. Send the invite over and I'll accept it. Cheers, Shona

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BG-Demo is a fictional company; every organisation and person here is invented. B-Glass is the tool. Data as of Fri 9 Oct 2026. Help & Support

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