Hollins Tarrant / B-Brain – Check In
Callcompleted
Hollins Tarrant: documents · 2024-10-03 13:30
Jenna Price, Operations Manager, says the brain is steady and needs no babysitting, but she is stretched by a restructure and unsure the renewal is an easy yes. Rob signs. Marcus Bell promised a one-page usage summary.
What was said
What this says
Current to 10 Oct 26Jenna Price, Operations Manager, says the brain is steady and needs no babysitting, but she is stretched by a restructure and unsure the renewal is an easy yes. Rob signs. Marcus Bell promised a one-page usage summary.
What happened: Marcus Bell ran a short check-in on 3 Oct 2024. Usage is steady at about three regular people, with no tickets and refresh on time.
Customer view: Jenna is happy with reliability and has not had time to widen use because of the restructure. She says she will tell Marcus if regular users move.
Commercial: The contract runs to the start of January. Rob decides, will ask Jenna whether it is worth it, and she answered "I'll say yes. I think." Tom Ashdown is to open the renewal conversation.
Watch: Only a small share of the licences is used, so there is headroom but also a thin value case. Jenna is the sole customer voice on the call and was distracted. The evidence does not show Rob's view.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Jenna a one-page usage summary within a week or so of the 3 Oct 2024 call.
- Marcus Bell to tell Tom Ashdown that Jenna is expecting him before the renewal conversation.
- Jenna to tell Marcus if a regular user moves team.
Risks
Current to 9 Oct 26- Only a small share of the licences is used, so Rob may question whether the subscription is worth it.
- The restructure and a stretched team could move regular users without B-Brain knowing.
- Jenna's own backing of the renewal was hedged and she was distracted on the call.
Opportunities
Current to 9 Oct 26- Unused licences leave room to bring more of the firm onto the brain if time allows.
- A short, concrete usage summary could give Rob a reason to renew.
Transcript
Jenna Price NoneHi Marcus, sorry, I'm a couple of minutes late. I was on the phone with a client and couldn't get away.
Marcus Bell NoneNot a problem at all, Jenna. Good afternoon. How's your week going?- Jenna Price NoneBusy. Hiring's slower, so everyone's chasing and the team's stretched trying to cover it. We've also had some changes on the permanent side.
- Marcus Bell NoneThat sounds like a lot. I'll keep this tidy. I'll share my screen and run through the usage, then ask you a couple of things about the renewal coming up, and then I'll leave you to it.
- Jenna Price NoneOkay.
- Marcus Bell NoneSo, usage. It's steady. About three people regularly, same as the last quarter, so it's neither up nor down. The questions they ask are the same sort as before, client positions mostly.
- Jenna Price NoneThat sounds right. We haven't really changed how we use it.
- Marcus Bell NoneWhich is fine. It's reliable and it's being used. The only thing I'd say is that you've got fifteen licences and we're using a small share of them, so there's room for the rest of the firm if it ever makes sense.
- Jenna Price NoneI know. I've been meaning to do more with that. It's just, with the restructure and everything, I haven't had the time to push it.
- Marcus Bell NoneUnderstood. Is the restructure affecting the people who use it, though? I mean, are the consultants who use it staying where they are?
- Jenna Price NoneI think so. Rob's rearranged a few things on the permanent team, but I don't think the people I've been working with are going anywhere. I'd tell you.
- Marcus Bell NonePlease do. If somebody who's a regular user moves, I'd like to know so we can look at the numbers.
- Jenna Price NoneYes, of course.
- Marcus Bell NoneSupport has been quiet. No tickets since the last time we spoke, refresh on time, connectors loading. Anything you've noticed that I haven't?
- Jenna Price NoneNo. It's been fine. Honestly, it's one of the few things that doesn't need babysitting.
- Marcus Bell NoneThat's the nicest thing anyone's said to me this week. Thank you.
- Jenna Price NoneIt's true though.
- Marcus Bell NoneRight, the renewal. The contract runs to the start of January, so we'll be starting the conversation soon. Tom Ashdown will be in touch, and he'll probably want a call with you and Rob. Is Rob going to be the one who decides?
- Jenna Price NoneYes, he signs everything. But he'll ask me whether it's worth it, and I'll say yes. I think. Can we park the details until Tom gets in touch?
- Marcus Bell NoneAbsolutely. I don't do the pricing side so I wouldn't want to get ahead of him. What I can do is put together a usage summary, so you and Rob have something concrete.
- Jenna Price NoneThat would be good. Short, if you can. Rob has a thing about long documents.
- Marcus Bell NoneOne page. I'll have it with you within the next week or so. And I'll let Tom know you're expecting him.
- Jenna Price NoneThanks. Sorry I'm not much help today. My head's elsewhere.
- Marcus Bell NoneYou've been plenty of help. Look after yourself, Jenna, and I'll send that over soon.
- Jenna Price NoneThanks Marcus. Speak soon.
- Marcus Bell NoneBye for now.