Cawthorne Learning / BB-Demo – Demo
Callcompleted
Cawthorne Learning · 2026-09-02 12:30
Cawthorne Learning's customer success team sees the demo as a fix for stitching helpdesk, usage and renewals by hand. Harvey Doyle positioned Growth at £62k with a close pencilled for 18 Nov 2026, and Patrick needs to be brought in.
What was said
What this says
Current to 13 Oct 26Cawthorne Learning's customer success team sees the demo as a fix for stitching helpdesk, usage and renewals by hand. Harvey Doyle positioned Growth at £62k with a close pencilled for 18 Nov 2026, and Patrick needs to be brought in.
What happened: Hannah Lowe ran a demo on sample data shaped like Cawthorne's world, not live data. Cerys Llewellyn and Abigail Hinchliffe described stitching helpdesk, usage and renewals sheets together by hand.
Customer view: Cerys called the at-risk provider list exactly what she wants on a Monday. Abigail accepted the 07:00 overnight refresh and asked for no-code control of the dashboards grouping.
Commercial: Harvey placed Cawthorne on Growth, with £62k pencilled as the deal value, and a close worked to 18 Nov 2026. Cerys wants Patrick, who is cautious and will ask about cost per provider, in the next conversation.
Watch: Patrick is not yet on a call and the board meets before the close date. Abigail is wary of another long project.
Themes
Current to 9 Oct 26Theme
Renewal visibility demo
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hannah Lowe sends written notes on connectors and the admin side.
- Harvey Doyle sends a draft proposal and sets up a call with Patrick in a couple of weeks.
Risks
Current to 9 Oct 26- Patrick, the cautious chief executive, has not yet seen the proposal and the board meets before the close date.
- Abigail is reluctant to face another long implementation project.
Opportunities
Current to 9 Oct 26- Growth tier with the dashboards builder and quarterly reviews, starting with Abigail's team.
Transcript
Harvey Doyle NoneAfternoon, Cerys. Can you hear me alright?
Cerys Llewellyn NoneAfternoon, Harvey, yes, loud and clear. Abigail's just coming in from the other room, give her a second.
Abigail Hinchliffe NoneHi all. Sorry, I was on mute, classic. Can you see me? No? Doesn't matter, I'll leave the camera off, the light's awful in here.
Hannah Lowe NoneAfternoon, everyone. Hannah here, I'll be driving the demo. Before I share anything, what would you most like to know by the end of this call?- Cerys Llewellyn NoneGood question. So my team asked me this week, in about three different ways, the same thing: how do we know which providers are going to renew? At the moment Abigail and the others have the helpdesk open in one tab, product usage in another and the renewals sheet in a third, and they stitch it together by hand.
- Abigail Hinchliffe NoneHonestly, yes. Monday mornings I spend the first hour just working out which provider has gone quiet and whether quiet is good or bad.
- Harvey Doyle NoneRight, and that's the bit we want to show you. Just so we're clear, what Hannah's about to show is a sample set shaped like your world, not your live data, because we haven't connected anything yet.
- Hannah Lowe NoneTo be precise, it's a demo dataset that mimics a vendor like you: providers, tickets, usage events, renewal dates. I'll share my screen now. Can you see the browser?
- Cerys Llewellyn NoneYes, I can see it. Bit small, but fine.
- Hannah Lowe NoneI'll zoom in. Better? Good. So the short answer to how this works is: it's one layer you can ask questions of. The longer answer is that it's built and run inside your own Snowflake account, so your data doesn't leave your environment. We connect to your helpdesk, your CRM, your product usage tables, and it indexes them together so a question can cross all three.
- Abigail Hinchliffe NoneSorry, can I stop you there? When you say indexes, how fresh is it? Because if I'm looking at a provider on Monday and it's showing me Friday's tickets, that's not much use.
- Hannah Lowe NoneFair challenge. The refresh runs overnight and is complete by 07:00 your time on business days. So Monday morning you'd see everything up to the weekend close. If something needs to be live minute by minute, I'll be honest, this isn't that, and I'd rather you heard it now.
- Abigail Hinchliffe NoneNo, that's fine. Monday at seven is better than Monday at eleven.
- Hannah Lowe NoneRight. So let me ask it something. I'll type: which providers have raised more tickets than usual this quarter and have not logged in for a few weeks?
- Hannah Lowe NoneGive it a moment. There. It gives me a short list, and for each one it shows the tickets, the last usage and the renewal date, with the source records linked underneath. So you can click through and check it, which I'd always recommend rather than taking the summary on trust.
- Cerys Llewellyn NoneMm. That's the which customers are at the edge question, isn't it. That's exactly the list I want on a Monday.
- Harvey Doyle NoneThat's what several of our customers use it for, and the renewal view is the part I'd point at first.
- Abigail Hinchliffe NoneCan I ask what happens when a ticket's been closed but the provider's still unhappy? Because on paper they look fine.
- Hannah Lowe NoneGood one. It only knows what's in the records. So a closed ticket with a sharp reply from the provider will show up if the reply is in the helpdesk, but a hallway comment won't. What it does well is put the quiet signals next to the loud ones, so a provider with closed tickets and falling usage stands out.
- Cerys Llewellyn NoneI've seen this work, that combination. The ones who go quiet are usually the ones you lose, not the ones who shout.
- Hannah Lowe NoneLet me show you the dashboards builder, since that's what Growth adds. I'll build a simple view: renewals in the next quarter, grouped by usage trend. Watch the left panel.
- Hannah Lowe NoneSo that's a team view in a couple of minutes. You'd save it, share it, and Abigail's team would open it instead of the three tabs.
- Abigail Hinchliffe NoneCould I change the grouping myself? I don't want to be coming back to you every time I want a different cut.
- Hannah Lowe NoneYes, you drag the grouping, no code. I'll put that in writing along with what the admin side can and can't do, because that's a fair thing to want to be sure of.
- Cerys Llewellyn NoneHarvey, where does this sit in terms of your tiers? Abigail asked me yesterday whether we'd be on the small one.
- Harvey Doyle NoneSo you'd be on Growth, because you've got several teams who'd want it and you'd want the dashboards builder and the quarterly reviews. Starter is one team only. The deal value we've pencilled for Growth is £62,000, and I'd want to go through exactly what that covers when we do the proposal, so you're not guessing.
- Cerys Llewellyn NoneOkay. And I'd want Patrick in that conversation, obviously. He'll ask how the team will use it, and what it costs per provider.
- Harvey Doyle NoneOf course. I'd rather he saw the full picture than a slide. When would you want a close, ideally? We've been working to Wednesday 18 November 2026, but tell me if that's wrong.
- Cerys Llewellyn NoneThat's about right, the board meets before then and I'd want him to have taken it to them. I don't want to rush him, he's cautious, and fair enough.
- Harvey Doyle NoneUnderstood. Nothing from us before he's comfortable.
- Abigail Hinchliffe NoneOne more from me. How long before we'd actually be using it? Because I'm not sure I can face another long project.
- Hannah Lowe NoneTo be precise, Growth implementation is a set number of weeks, and the connectors are the main part of that. I'll write up the order of connection in the follow-up, starting with the helpdesk and usage tables, so your team sees something useful early rather than at the end.
- Cerys Llewellyn NoneLet's start with the team who'll use it, which is Abigail's. If they find it useful the rest follows.
- Harvey Doyle NonePerfect. So, next steps. Hannah sends the written notes on connectors and the admin side, I'll send a draft proposal and set up a call with Patrick in a couple of weeks. Anything else you need from either of us?
- Cerys Llewellyn NoneI think that's it. Thank you both, that was really clear. Diolch.
- Abigail Hinchliffe NoneThanks, that was helpful. Bye.
- Hannah Lowe NoneThanks, Hannah. Speak soon.
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