Brannock Medical Supplies / BB-Demo – Check In
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Brannock Medical Supplies: documents · 2024-12-16 12:45
Helen Varley heard that about eight people a day use 40 seats and that a delivery-data mismatch ticket is resolved but unexplained. She wants adoption fixed and a value case before Andrew raises the spring renewal.
What was said
What this says
Current to 11 Oct 26Helen Varley heard that about eight people a day use 40 seats and that a delivery-data mismatch ticket is resolved but unexplained. She wants adoption fixed and a value case before Andrew raises the spring renewal.
What happened: Marcus Bell showed a flat quarter, with about eight people a day on 40 seats and a few people asking most questions. Two tickets came in during the month, one high priority about delivery queries not matching.
Customer view: Helen said this was the second time something like this had come up. She is unhappy about account managers quoting an out-of-date delivery status to a trust, and wants to fix low adoption before Andrew asks.
Commercial: The account is at £46,300 a year, and the term ends 30 Apr 2025 and renews on 1 May 2025. Marcus promised a value case with usage up front, and Helen wants to see it before Andrew does.
Watch: The cause of the data mismatch is not known and no date for a permanent change was given. A few heavy askers make the usage figures fragile.
Themes
Current to 9 Oct 26Theme
Flat adoption before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends Helen a note with usage, the refresh detail by trust and a few January dates.
- Helen Varley sends Marcus the names of account managers keen to join a 30 minute session in January.
- BB-Demo's account executive leads the commercial side and Marcus has the value case ready ahead of the spring renewal.
Risks
Current to 9 Oct 26- Usage is about a fifth of the 40 seats, which Andrew is expected to question at the spring renewal.
- A second data mismatch has no known cause and no date for a permanent fix, which hurts trust with the account managers.
- A few people ask a large share of the questions, so usage dips if one of them is away.
Opportunities
Current to 9 Oct 26- A January session for account managers who have not yet used the brain could widen use across the 40 seats.
- A value case with usage up front, seen by Helen before Andrew, can support the renewal conversation.
Transcript
Helen Varley NoneHi Marcus. Right on time, good. Agenda in three: usage, the ticket from last week, and getting more people on. Sound fair?
Marcus Bell NoneHi Helen, that's the same three I had, so that works. Let me share my screen. Is that coming through?- Helen Varley NoneIt is. A bit of a blur, mind. Right, there it is.
- Marcus Bell NoneSo I've pulled the numbers. I'll be honest, it's a flatter quarter. Active users are up a little on the quarter before, but nothing like the jump you saw in the autumn. On a typical day you've still got about eight people in there.
- Helen Varley NoneEight. Out of forty. I'd hoped for more by now. What's driving that? Is something dropping off, or is it just plateaued?
- Marcus Bell NoneIt looks like a plateau rather than anything dropping off. Same people, using it regularly, but not many new faces since the expansion went in. The account is now at £46,300 a year, so you're paying for forty seats and using a fifth of them.
- Helen Varley NoneRight. Which is exactly what Andrew will say to me in the spring. I'd rather fix it before he asks.
- Marcus Bell NoneAgreed, and I'd rather that too. Let me show you who's asking the questions. There are two or three people asking a good share of them. That's useful, but it also means if one of them is away, the numbers dip.
- Helen Varley NoneThat'll be the two senior account managers, and, yes, me. The others still use their old spreadsheets, I think. I can't force them, but I can ask.
- Marcus Bell NoneIt might not need forcing. In my experience people move when they see their own accounts answered in seconds. That's why I'd like to do the session we talked about, by trust, with whoever hasn't used it yet.
- Helen Varley NoneWe did one before the summer, didn't we?
- Marcus Bell NoneWe did, and the people who came have kept using it. So let's do another with the others. Shall we book thirty minutes in January, once the Christmas rush with the trusts has died down?
- Helen Varley NoneJanuary's better. I'll find out from the account managers who's keen. Some of them are very busy right now with year-end orders.
- Marcus Bell NoneThat's fine. Send me a list of names when you have it and I'll plan around them.
- Helen Varley NoneWill do. Now, the ticket. The one marked high priority, about the delivery queries not matching.
- Marcus Bell NoneYes. So there were two tickets in the last month, that one and a smaller question. The high priority one is resolved on our side and the data's matching again. What I can't tell you yet is exactly why it happened, and I'm not going to promise a date for a permanent change. Engineering are still looking.
- Helen Varley NoneOkay. That's the second time something like this has come up. I'm not happy to have an account manager quoting a delivery status that's out of date to a trust.
- Marcus Bell NoneI hear that, and it's fair. What I can do is what I said before: if the nightly refresh doesn't land, you hear it from me first, not from the account managers.
- Helen Varley NoneHas it landed every night since?
- Marcus Bell NoneAs far as I can see from the usage page, yes. I'll double check the detail and put it in the note.
- Helen Varley NonePlease. I'd like that in the note, by trust, if there's a way to show it that way.
- Marcus Bell NoneI'll see what I can show. Anything else you want to cover before we close?
- Helen Varley NoneThe renewal. It's in the spring, isn't it? Andrew mentioned he expects a conversation in good time.
- Marcus Bell NoneIt is. The term ends 30 Apr 2025 and renews on 1 May 2025. Priya will lead on the commercial side and I'll make sure the value case is ready, with the usage up front. I'd like to have it written before the new year is out of the way.
- Helen Varley NoneGood. I'd like to see it before Andrew does.
- Marcus Bell NoneOf course. So I'll send the note with the usage and the refresh detail, and a few January dates. You send me the account managers' names. Does that match yours?
- Helen Varley NoneIt does. Thanks, Marcus.
- Marcus Bell NoneThanks, Helen. Have a good Christmas if I don't speak before.
- Helen Varley NoneAnd you. Bye.
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