Hollins Tarrant / B-Brain – Check In
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Hollins Tarrant: documents · 2024-08-08 09:45
Usage is flat at about three people. An urgent sync ticket felt slow to Jenna Price, who is the only contact on the account. Marcus Bell flagged that the contract is up at the start of January and asked to widen usage first.
What was said
What this says
Current to 10 Oct 26Usage is flat at about three people. An urgent sync ticket felt slow to Jenna Price, who is the only contact on the account. Marcus Bell flagged that the contract is up at the start of January and asked to widen usage first.
What happened: Marcus Bell reviewed usage and a recent urgent ticket with Jenna Price on 8 Aug 2024. One source stopped updating and consultants saw old placements just before a client meeting.
Customer view: Jenna said the response felt slow while she waited, though it was then sorted. She did not want to make a fuss, and she could not confirm whether the data is fresh now.
Commercial: Marcus said the contract is up at the start of January and Tom will pick it up in the autumn. He wants usage wider first, and they agreed to meet again at the start of September.
Watch: Jenna is the contact for everything and parked the idea of a second person. The evidence does not show how the renewal resolved.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to check the record counts after the call and email Jenna Price.
- Marcus Bell to send an invite for a thirty-minute usage review at the start of September.
- Jenna Price to think about who could be a second contact on the account.
Risks
Current to 9 Oct 26- A connector sync failure left stale placements just before a client meeting, and the response felt slow to Jenna.
- Jenna is the only contact on the account, so a stalled ticket could go unchased when she is away.
- Usage is flat at about three people ahead of a contract that is up at the start of January.
Opportunities
Current to 9 Oct 26- Widening usage in September, once people are back from holidays, would strengthen the renewal case.
- A second named contact on the account would reduce key-person risk and deepen the relationship.
Transcript
Marcus Bell NoneMorning, Jenna. Can you hear me okay?
Jenna Price NoneMorning Marcus. Yes. Sorry, I'm just finding the right tab. I'll be with you in a second.- Marcus Bell NoneTake your time. It's a quieter day here. How are things in Bristol, is it still hot?
- Jenna Price NoneWarm, yes. The office air con's making a noise like a lawnmower. Everyone's a bit fed up. And the team's stretched because of holidays.
- Marcus Bell NoneAh, the August thing. Right, I'll share my screen. What I want to cover is the numbers, then the tickets you've raised recently, then what's next. That okay?
- Jenna Price NoneYes. Fine.
- Marcus Bell NoneSo usage first. It's flat, really. About three people most days, same as the last few weeks. That's not a worry on its own, it's August and people are away. But I did want to look at it with you.
- Jenna Price NoneThat sounds right. Two of the consultants are off and one's just back. I'd expect it to be quiet.
- Marcus Bell NoneThat fits. Now the tickets. You raised a few this month, and one was marked urgent. I've read them but I'd rather hear it from you. How did it go?
- Jenna Price NoneIt was a sync problem, mostly. One of the sources stopped updating and the consultants noticed the placements looked old. That's why I marked it urgent, because they were about to use it for a client meeting.
- Marcus Bell NoneRight, and that makes sense. How was the response from our side? Did it get picked up quickly enough?
- Jenna Price NoneI think so. It was a bit slow to start, or it felt slow, because I was sitting there waiting. But then it was sorted. I don't want to make a fuss.
- Marcus Bell NoneNo, please do. That's what I'm here for. If it felt slow, I want to know. I'll have a look at the timings, but I don't want to promise anything about how engineering sets priorities. What I can do is make sure you've got the right way to flag something so it jumps the queue.
- Jenna Price NoneThat would help. I never know whether I'm supposed to phone or just use the form.
- Marcus Bell NoneUse the form and mark it urgent, like you did. I'll also put a note on your account so the support team know you're the contact for everything.
- Jenna Price NoneI am the contact for everything. Unfortunately.
- Marcus Bell NoneHa. Is that a problem, though? I mean, would it help to have a second person on the account who can raise things when you're out?
- Jenna Price NoneMaybe. Can we park that for now? I'd have to think who.
- Marcus Bell NoneOf course. Just worth thinking about, because if you're off sick or on holiday and something stalls, nobody else would know to chase it.
- Jenna Price NoneThat's true. I'll have a think.
- Marcus Bell NoneGood. Is the data looking fresh to the team at the moment? Since the sync was fixed?
- Jenna Price NoneAs far as I know. Nobody's said anything. I've been in a lot of meetings so I might not have heard.
- Marcus Bell NoneI'll check the record counts after this call and email you. If they're climbing again, we're fine.
- Jenna Price NoneThank you. That would be a relief.
- Marcus Bell NoneAnd on the longer term, the contract's up at the start of January, so Tom will be picking that up in the autumn. Before then I'd like us to get usage a bit wider than it is. Any thoughts?
- Jenna Price NoneI think after the holidays. September, when everyone's back, is better. I'll try and get people to use it properly then.
- Marcus Bell NoneThat works. Shall we book thirty minutes for the start of September to look at it again?
- Jenna Price NoneYes. Send me something. Sorry for the slow reply, in advance.
- Marcus Bell NoneNo problem. I'll put the invite in and send the record counts. Thanks, Jenna.
- Jenna Price NoneThanks Marcus. Bye.