Hollins Tarrant / BB-Demo – Check In
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Hollins Tarrant: documents · 2025-04-07 11:00
Marcus Bell's check-in with Jenna Price found usage rising on Starter with no tickets and live connectors. Jenna declined a wider rollout until after quarter-end, and Marcus will send a one-page guide and the usage numbers.
What was said
What this says
Current to 11 Oct 26Marcus Bell's check-in with Jenna Price found usage rising on Starter with no tickets and live connectors. Jenna declined a wider rollout until after quarter-end, and Marcus will send a one-page guide and the usage numbers.
What happened: Marcus took Jenna through usage, tickets and connectors. Active users and questions are up, no tickets were raised in the last month, and records indexed are moving each week.
Customer view: Jenna said consultants use the brain before client calls, which saves them asking her. She had no complaints and said it had been quiet.
Commercial: Marcus raised bringing in more of the team, within the fifteen licensed Starter users. Jenna parked it until after quarter-end but accepted a forwardable one-page guide.
Renewal: Marcus gave the contract end as 3 Jan 2026 and the renewal date as 4 Jan 2026. Jenna said Rob always asks what they pay for, so a value case with usage numbers is needed. The evidence does not show the renewal outcome.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to write the one-page guide and send it with the usage numbers that week.
- Marcus Bell to bring usage numbers to the renewal conversation so Rob can see the value.
- Tom Ashdown to contact Jenna nearer the time about the renewal paperwork.
Risks
Current to 9 Oct 26- Rob regularly questions what the subscription is paying for, so renewal needs a clear value case.
- Jenna parked wider team onboarding, so growth in users may stall.
Opportunities
Current to 9 Oct 26- Only a small slice of the fifteen Starter users is in use, so there is headroom to bring in more of the team.
- A forwardable one-page guide of the best user's questions could spread use without Jenna running a session.
Transcript
Marcus Bell NoneHello Jenna, can you hear me okay?
Jenna Price NoneYes, I can. Sorry, sorry, I'm a few minutes late. Back-to-back this morning and the team's stretched.- Marcus Bell NoneNo problem at all, it's Monday. I'm going to share my screen and take you through what I've pulled together. It's the usual check-in. I want to cover usage, anything that's been annoying you, and the renewal coming up at the start of next year. Is that okay?
- Jenna Price NoneThat's fine. Go ahead.
- Marcus Bell NoneRight, so, I've pulled the numbers. Can you see it? It's the usage page for Hollins Tarrant.
- Jenna Price NoneYes, I can see it.
- Marcus Bell NoneGood. The headline is that it's up. Active users are higher than they were last quarter, and more people are asking questions. You've got fifteen licensed users on Starter, and you're only using a small slice, so there's lots of headroom, but the direction's the right one.
- Jenna Price NoneOh, that's nice to hear. I think a couple more of the consultants have got into it. One of them uses it before every client call now, which I wasn't expecting.
- Marcus Bell NoneThat's exactly what I was hoping to see. Before a client call is the best use. Do you know what they ask it?
- Jenna Price NoneMostly, what's open with this client, what did we last place for them, have they got anything stuck. I think it saves them ringing me, to be honest. Which is lovely.
- Marcus Bell NoneBrilliant, that's the value in one sentence. And on the tickets, there's nothing outstanding on your side. No tickets in the last month. So either it's working or you've got no time to raise them.
- Jenna Price NoneA bit of both, probably. Sorry. But no, nothing's been broken. It's been quiet, which I'll take.
- Marcus Bell NoneQuiet is good. Let me look at the connectors as well. They're all loading, and the number of records indexed is moving each week, so the data's staying fresh. Nothing's gone flat.
- Jenna Price NoneGood. I'd worry if that stopped and I didn't know.
- Marcus Bell NoneThat's why I check it. If a source stopped loading I'd see it before you did, and I'd get in touch. Now, one thing I'd suggest. Because the usage is growing, would it be worth thinking about who else on the team could be brought in? You've got room.
- Jenna Price NoneMaybe. Can we park that for now? Not because I don't want to, it's just that we've got the quarter-end and I couldn't do a proper job of showing them.
- Marcus Bell NoneOf course. No pressure. What I can do is put together a one-page guide with the three or four questions that your best user asks, and you can just forward it round. Does that sound easier?
- Jenna Price NoneOh, that would be great actually. If it's something I can just send on, I'd do that.
- Marcus Bell NoneDone. I'll write it this week. Next, the renewal. Your contract runs to 3 Jan 2026 and the renewal date is 4 Jan 2026. It's still a good while off, but I like to mention it early so it's not a surprise. Tom Ashdown will be in touch nearer the time about the paperwork.
- Jenna Price NoneRight, okay. I'd forgotten it was that soon. Is there anything we need to do?
- Marcus Bell NoneNothing yet. We'll have a proper conversation closer to the time, and I'll bring the usage numbers, so Rob can see what you're getting for it.
- Jenna Price NoneGood idea. He always asks what we're paying for, so that'll help.
- Marcus Bell NoneThen that's the plan. Anything else from you? Any features you've been wondering about, or anything that's annoyed you?
- Jenna Price NoneNo, I don't think so. It's been fine. Thank you, Marcus, it's useful to hear it laid out.
- Marcus Bell NoneMy pleasure. I'll send a short note with the numbers and the guide this week. Speak soon.
- Jenna Price NoneThanks, Marcus. Bye.