Tidecombe Housing / BB-Demo – Renewal
Callcompleted
Tidecombe Housing: documents · 2026-01-19 15:30
On the 19 Jan 2026 renewal call, Luke Kitching said the brain is not used day to day and chose not to renew at nineteen and a half thousand a year. Gemma Yates agreed. Daniel Okafor will arrange off-boarding.
What was said
What this says
Current to 11 Oct 26On the 19 Jan 2026 renewal call, Luke Kitching said the brain is not used day to day and chose not to renew at nineteen and a half thousand a year. Gemma Yates agreed. Daniel Okafor will arrange off-boarding.
What happened: Daniel opened the renewal conversation and Luke said the brain was not embedded in how anyone works. Gemma questioned whether the annual cost was worth it without the value.
Customer view: Luke put it down to prioritisation and a change management problem with the earlier champion. A year on, he said, people have built workarounds and the lift is less compelling.
Commercial: Tom Ashdown set out the choice to renew or lapse, with a new implementation and cost on return. Luke then said not to renew, and Gemma agreed.
Watch: this is a churn decision, not a price negotiation. The data stays in the customer's Snowflake, so a win-back remains possible if a new champion emerges.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send the off-boarding details to Luke Kitching by the end of the week of the call.
Risks
Current to 9 Oct 26- The subscription ends at the end of February because the Finance Director decided not to renew.
- Workarounds are now entrenched, which makes a later return harder.
Opportunities
Current to 9 Oct 26- A future win-back is possible if a new champion appears, since the data remains in the customer's Snowflake.
Transcript
Daniel Okafor NoneThanks for taking the call, Luke, Gemma. So we're coming up to the renewal again, contract ends at the end of February. Wanted to touch base on where things stand.
Luke Kitching NoneYes, thanks for reaching out. So, we've kept the brain ticking over the past year, but honestly, I need to know if it makes sense to continue.- Daniel Okafor NoneRight. Have there been any changes on your side? Anyone picking it up again?
- Luke Kitching NoneNot really. We're not using it day to day. I think once or twice someone's asked a question, but it's not embedded in how anyone works.
Gemma Yates NoneAnd from my side, the question is just: is this nineteen and a half thousand a year worth it if we're not getting the value?
Tom Ashdown NoneI hear you both. Let me ask: is it a prioritisation thing, or is it that the tool didn't fit?- Luke Kitching NoneIt's prioritisation, I think. We had the change management issue when Natasha was talking about it. It just never got that traction again.
- Daniel Okafor NoneMm. So if we could solve the change side, like, find someone who'd champion it again, would that move the dial?
- Luke Kitching NoneMaybe. But I'm also realistic: a year on, we've built workarounds. People know the old way. The lift from the brain isn't as compelling now.
- Gemma Yates NoneSo what's my option? Can we pause, or do we need to make a call now?
- Tom Ashdown NoneYou can renew for another year, or you can let it lapse. If you want to pick it up again in future, you'd need to start over, new implementation, new cost.
- Luke Kitching NoneAnd the data we've built up? Is that lost?
- Daniel Okafor NoneThe data stays in your Snowflake, so if you ever want to reactivate, it's there. You just won't have access to the brain queries.
- Luke Kitching NoneOkay. I think we need to be honest with ourselves: we're not going to use this at nineteen and a half. Let's not renew.
- Gemma Yates NoneYeah, I agree. It's not being used enough.
- Daniel Okafor NoneAlright. That's clear feedback. I'll sort the off-boarding, we'll make sure the data's secure and you know how to access it in Snowflake if you need to.
- Tom Ashdown NoneAnd Luke, if things change, if you do want to come back, you know where we are.
- Luke Kitching NoneThanks. I think we gave it a fair shot, but the timing wasn't right.
- Daniel Okafor NoneI appreciate that. We'll get the off-boarding details to you by end of week.
- Luke Kitching NoneCheers, Daniel.