Kenmure Business Telecom / BB-Demo – Discovery
Callcompleted
Kenmure Business Telecom · 2025-06-23 10:45
Shona Baird described four disconnected screens and a fault nobody owned. CFO Robert Lindsay wants the numbers explained and the figure in writing. Tom quoted a working £134k for Enterprise, uncontracted, and booked a demo.
What was said
What this says
Current to 13 Oct 26Shona Baird described four disconnected screens and a fault nobody owned. CFO Robert Lindsay wants the numbers explained and the figure in writing. Tom quoted a working £134k for Enterprise, uncontracted, and booked a demo.
What happened: Shona Baird and Robert Lindsay met Tom Ashdown for discovery. Shona described account management, provisioning and the service desk each working in a separate system, with billing elsewhere.
Customer view: Shona said "We see four screens" and would be interested if the brain finds the hospitality fault in one go. Robert framed it as cost per customer served and asked for the numbers to be explained.
Commercial: Tom gave a working figure of £134k for Enterprise, total including one-off implementation and not an annual price. Robert asked which figure was contracted and was told none yet. A decision target of Thu 14 Aug 2025 was set.
Watch: Robert wants the breakdown and the data location note in writing, and security will ask about data staying in the customer's Snowflake account.
Themes
Current to 9 Oct 26Theme
Discovery, fragmented customer view
Importance
upsell
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown to send the written price breakdown and the data location note by the next day.
- Shona Baird to email dates for a demo with the solutions engineer, early July if possible.
- Tom Ashdown to book the demo on a sample of the customer's own data.
Risks
Current to 9 Oct 26- Robert Lindsay is cost-focused and wants every figure explained, so an unclear breakdown could stall the deal.
- Shona Baird's team is fully stretched, so customer-side effort could slow the implementation.
- Security will want written assurance on data staying in the customer's own Snowflake account.
Opportunities
Current to 9 Oct 26- Enterprise tier with security review support as part of the implementation.
- A demo on a sample of the customer's own data, with the billing and data analyst attending, could prove the hospitality fault case.
- A decision is targeted for Thu 14 Aug 2025 if the demo and breakdown land well.
Transcript
Tom Ashdown NoneHello, can you hear me alright? Morning, Shona. How's your week been so far?
Shona Baird NoneMorning, Tom. Loud and clear. Honestly, the worst of it is a circuit down for a hospitality customer since first thing yesterday, and for half a day nobody actually owned the fault. So that's my week.- Tom Ashdown NoneOoh, that's not great. Did you get it sorted?
- Shona Baird NoneIt's with the carrier now. But the customer rang their account manager, the account manager had no idea, and the service desk had it on a different screen. Which is, well, more or less why I asked for this call.
- Tom Ashdown NoneRight, no, that's a good place to start. Is Robert joining us?
- Shona Baird NoneHe's just dialling in. His last one overran. Ah, here he is.
Robert Lindsay NoneGood morning, both. Apologies for the delay. First question, as ever: is anything going to be invoiced as a result of this call?- Tom Ashdown NoneHa, no drama, Robert. Nothing at all. Today's just me listening, really. Nice to meet you properly.
- Robert Lindsay NoneGood. Then please carry on.
- Tom Ashdown NoneSo, what I've got from Shona is that you look after quite a lot of small and medium businesses across Scotland and the North of England, something like nine thousand of them. Is that right? And maybe, Shona, you could tell me how it actually works day to day, who sees what.
- Shona Baird NoneAye, about nine thousand. So, three groups really. Account management, provisioning, and the service desk. Each of them has its own system. The CRM for the account managers, a provisioning tool for installs, the helpdesk for faults, and then billing sits somewhere else again. What's the customer actually seeing? Well, they see one company. We see four screens.
- Tom Ashdown NoneAnd when a customer rings in, what happens? Say it's the hospitality one.
- Shona Baird NoneThe account manager opens the CRM, can't see the fault, so they message the service desk, who look it up and message back. Twenty minutes later someone has the full story. Sometimes they don't. Sometimes the install date has moved and the account manager's quoting the old one.
- Tom Ashdown NoneMm. And is that costing you, or is it more that it's annoying?
- Shona Baird NoneBoth. Robert can tell you the cost side.
- Robert Lindsay NoneIt is cost per customer served, in the end. Every time two people spend twenty minutes assembling a picture, that is cost I cannot see on a line in the accounts. I would like to understand what we would be buying, and I would like the numbers explained.
- Tom Ashdown NoneFair enough. I'll get to numbers in a minute, I promise. Can I just check the landscape first? The CRM, the helpdesk, the billing system, is anything else in the mix? Calls, email, anything like that?
- Shona Baird NoneEmail, obviously, loads of it. Account managers live in their inboxes. And the call recorder on the service desk, though honestly I don't think anyone listens back unless there's a complaint.
- Tom Ashdown NoneRight. So what we do, in a nutshell, is put one layer over all of that, so somebody can just ask a question, something like, which customers have an open fault and an install booked this month, and get an answer. And it's built and runs inside your own Snowflake account, so the data doesn't go anywhere else.
- Robert Lindsay NoneInside our account. Meaning we hold the data throughout?
- Tom Ashdown NoneYes. It stays in your estate. That's the whole point of how we build it.
- Robert Lindsay NoneI will want that in writing, please, in whatever form you have it. Our security people will ask.
- Tom Ashdown NoneLeave that with me. For the tier we've been talking about, Enterprise, there's a security review as part of the implementation, so we'd go through that with them properly.
- Shona Baird NoneCan I ask something plain? Who's going to have to do the work on our side? Because my team are fully stretched and I don't want this landing on them for weeks.
- Tom Ashdown NoneGood question, and I'd rather be straight about it. You'd need someone who knows the source systems, so a data person, probably, and someone from your side who knows what a good answer looks like. That's you, I'd guess. The rest is us.
- Shona Baird NoneWe've got an analyst in billing and data who knows where everything's buried. He'd be the one.
- Tom Ashdown NoneBrilliant. Then I'd like to bring him to the demo, if that works. And we'd have our solutions engineer run it on a sample of your own data, not a made up one, so you can judge it properly.
- Shona Baird NoneLet's not make this complicated. Yes. If it can find that hospitality fault in one go, I'm interested.
- Robert Lindsay NoneMay I ask about scale of spend? Not to agree anything today. I simply need to know whether this is a conversation worth continuing.
- Tom Ashdown NoneOf course. I'll say it with a caveat, Robert, because I never quote from memory without confirming. The working figure on our side for Enterprise is a hundred and thirty-four thousand five hundred pounds, £134,500, and that's the total, with the one-off implementation included. It isn't an annual price. I'll send you the breakdown in writing so you can see how it splits.
- Robert Lindsay NoneWhich figure is the contracted one? Or is there none yet?
- Tom Ashdown NoneNone yet, no. Nothing's contracted, it's just where we'd expect to land. Anything firm would be an order form and you'd see every line.
- Robert Lindsay NoneThen let's check the order form when there is one. In the meantime, please send me the breakdown.
- Tom Ashdown NoneWill do. And roughly, our target is to have a decision by Thursday 14 August 2025, but that's only if it makes sense for you. I'm not going to push you at it.
- Shona Baird NoneThat's fine by me. Gives us time to see the demo, get the analyst involved, and sort the internal bits.
- Tom Ashdown NoneRight. So I'll get something in the diary for the demo with Anya, she's our solutions engineer. Shona, can you get me a couple of dates that suit you and the analyst?
- Shona Baird NoneI will. Early July if we can. I'll email you today.
- Tom Ashdown NonePerfect. Anything else either of you want to cover before we stop?
- Robert Lindsay NoneOnly the writing, Tom. The breakdown and the note on where the data sits.
- Tom Ashdown NoneBoth to you today or tomorrow. Thanks, both. Cheers, speak soon.
- Shona Baird NoneCheers, Tom. Cheers, Robert.
- Robert Lindsay NoneThank you. Goodbye.
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