Hollins Tarrant / BB-Demo – Check In
Callcompleted
Hollins Tarrant: documents · 2025-08-08 15:15
Marcus Bell reported usage steady and a touch up, still the same two or three people. Jenna Price said colleagues do not think of it, deferred a team session, and accepted a cheat sheet. Renewal was flagged for 4 Jan 2026.
What was said
What this says
Current to 10 Oct 26Marcus Bell reported usage steady and a touch up, still the same two or three people. Jenna Price said colleagues do not think of it, deferred a team session, and accepted a cheat sheet. Renewal was flagged for 4 Jan 2026.
What happened: Marcus said usage was a touch up on the quarter, with connectors loading and records growing. No tickets had come in for a while.
Customer view: Jenna said colleagues ring her or look in the CRM, so it is habit rather than dislike. She deferred a team session but welcomed a cheat sheet.
Commercial: Marcus said the contract ends on 3 Jan 2026 and renews on 4 Jan 2026, with Tom Ashdown handling paperwork. Rob wants to know what the firm gets for the money.
Watch: Only two or three of fifteen licensed users are active, so value rests on adoption. The evidence does not show a price discussion or Rob's own view.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Jenna the cheat sheet of best questions the following week.
- Marcus Bell to hold one more check-in before the renewal with usage numbers for Rob.
Risks
Current to 9 Oct 26- Only two or three people use the brain, so Rob may struggle to see what the firm gets for the money at renewal.
- Jenna keeps deferring the team session, so adoption may not improve before the renewal.
Opportunities
Current to 9 Oct 26- Fifteen licensed users with only two or three active leaves room to broaden use through a cheat sheet or team session.
Transcript
Marcus Bell NoneHi Jenna, can you hear me alright?
Jenna Price NoneHello, yes. Sorry, I'm a bit late, it's been one of those afternoons. The team's stretched and I've had three people at my desk.- Marcus Bell NoneThat's fine, honestly. Happy to start whenever you are. I'll share my screen and say what I want to cover: usage, the connectors, and a quick look ahead to the renewal. It's a Friday so I'll try to be quick.
- Jenna Price NoneThank you. I appreciate that.
- Marcus Bell NoneSo I've pulled the numbers. Usage is steady. It's a touch up on the last quarter, but only a touch, so not a big move either way. Same few people using it, same sort of questions.
- Jenna Price NoneRight. That sounds about what I'd expect. I think it's the same two or three of us, really.
- Marcus Bell NoneYeah, that's what the page shows. You've got fifteen licensed users, so there's plenty of room. I'm not trying to sell you anything, but I'd like to understand whether there's a reason the others don't use it. Is it that they don't know it's there, or it doesn't fit how they work?
- Jenna Price NoneHonestly, I think they don't think about it. They've got their routine, they ring me or look in the CRM. It's not that they dislike it, it just isn't in their habit.
- Marcus Bell NoneThat's really useful, thanks. So it's a habit problem rather than a tool problem. Would it help if I did a short session for them? One team meeting, I do the talking, I show them three or four things they can ask. You don't have to do anything.
- Jenna Price NoneThat's kind. Can we park that for now? We've got the summer holidays and half the team's away, and then it's the start of the busy period.
- Marcus Bell NoneOf course. Not a problem. Shall we say I'll come back to it in a month or so and we'll see if there's a better window?
- Jenna Price NoneYes, please. Sorry, I know it's useful. I just can't promise to be organised about it right now.
- Marcus Bell NoneReally, no need to apologise. Let me move on to the technical side. The connectors are all loading and the record counts are growing, so there's nothing stale. And you've had no tickets for a while, which I take as good news.
- Jenna Price NoneIt has been fine. I'd tell you if it wasn't. Well, I'd try to.
- Marcus Bell NoneI'd rather you did, even if it's a short email. Doesn't need to be a big thing. Now, the renewal. Your contract ends on 3 Jan 2026 and renews on 4 Jan 2026. We're a good way off, but it's coming up. Tom Ashdown looks after the paperwork, and I'll be involved with the usage side.
- Jenna Price NoneOkay. Will you need anything from me before then?
- Marcus Bell NoneNot yet. I'd like to have one more check-in before it, and I'll bring the numbers so that Rob has something to look at. He always wants to know what the firm gets for the money, and the honest answer is that it depends on how many people use it, which is why I keep mentioning the team session.
- Jenna Price NoneNo, I understand. I do think it would help. I'm just not able to say yes right at this moment.
- Marcus Bell NoneThat's fine. I'll leave the door open. In the meantime, I could send you a short cheat sheet with the best questions to ask. You could put it in a team message and not need a meeting at all.
- Jenna Price NoneOh yes, please. That I can manage.
- Marcus Bell NoneGreat, I'll send that next week. Anything else on your mind? Features, problems, anything?
- Jenna Price NoneNo, I think that's everything. Thanks, Marcus.
- Marcus Bell NoneThanks Jenna. I'll send the note and the cheat sheet. Have a good weekend.
- Jenna Price NoneYou too. Bye.