Brannock Medical Supplies / BB-Demo – Qbr
Callcompleted
Brannock Medical Supplies: documents · 2025-09-16 09:45
Helen Varley said usage fell since spring and some staff prefer their own files. Seats need tidying, value rests on a few askers, and her finance director Andrew will ask what the brain has done before the 30 Apr 2026 renewal.
What was said
What this says
Current to 11 Oct 26Helen Varley said usage fell since spring and some staff prefer their own files. Seats need tidying, value rests on a few askers, and her finance director Andrew will ask what the brain has done before the 30 Apr 2026 renewal.
What happened: Marcus Bell showed a quarter of usage that is still below spring despite a small bump after the August refresher. Sunita Bains said many of the 40 licensed seats have not logged in for weeks, some held by people who changed role.
Customer view: Helen said non-users find it quicker to look in their own files before a trust meeting. She and two account managers ask most of the questions, so value rests on a small group.
Commercial: The contract ends on 30 Apr 2026 and Andrew will ask what it has delivered. Helen asked who she speaks to on the commercial side now, and Marcus promised a named person before the renewal conversation.
Watch: The call does not show who that named person will be. Marcus's plan is trust sessions, replacement dashboards and a seat clean-up, with usage reviewed a few weeks later.
Themes
Current to 9 Oct 26Theme
Usage dip 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- Sunita to send the marked-up seat list this week.
- Helen to collect spreadsheets from a couple of account managers for the dashboard build.
- Marcus to book the trust sessions and name a commercial contact before the renewal conversation.
Risks
Current to 9 Oct 26- Daily usage is below spring levels and some licensed seats sit idle, which weakens the value case for the 30 Apr 2026 renewal.
- A small group asks most questions, so one departure could collapse usage.
- Helen does not know who to speak to on the commercial side, and the finance director is already asking what the brain has done.
Opportunities
Current to 9 Oct 26- Ready-made dashboards replacing the account managers' spreadsheets could give a reason to stay in the brain.
- Reassigning idle seats to people who will use them lifts active use without new cost.
Transcript
Marcus Bell NoneMorning, both. Can you hear me alright? Sunita, I think you're on mute.
Sunita Bains NoneSorry, morning. Yes, there we go. I had the wrong headset.
Helen Varley NoneMorning Marcus. Right, three points from me. One, where usage is now, after the refresher. Two, the seats, with Sunita. Three, what we need to have in place before the renewal.- Marcus Bell NoneThat's my agenda too, so let's go. I'll share my screen. Can you see the usage page?
- Helen Varley NoneYes.
- Marcus Bell NoneGood. So, I've pulled the numbers for the quarter. I want to be straightforward about it. The people using it on a typical day are fewer than in the spring, and that gap hasn't closed. Since the refresher in August there's a small bump, but it's small.
- Helen Varley NoneRight. What's driving that, still? I thought they'd come back after the session.
- Marcus Bell NoneSome did. A handful came back and they're asking good questions. But the ones who'd already stopped haven't all returned. That's what I see, but you know the team better than I do.
- Helen Varley NoneI've talked to a few of them. The honest answer is the ones who aren't in there say it's quicker to look in their own files for the trust they've got the meeting with. They don't see why they should open another tool.
- Sunita Bains NoneCan I add something from the admin side? I went through the user list as you asked. Of the 40 licensed seats, a fair number haven't logged in for weeks. A few of those I think belong to people who've moved role.
- Marcus Bell NoneThat's helpful, thanks Sunita. Do you know who's moved, or would it be guesswork?
- Sunita Bains NoneSome I know for certain. The others I'd have to check with the managers. I can send you the list marked up with what I know.
- Helen Varley NonePlease do. And copy me. I'd rather reassign seats than have them sitting there.
- Marcus Bell NoneAgreed. The seats can be reassigned easily, so nobody needs to pay for something they're not using. The point is to put them with people who'll get value.
- Marcus Bell NoneLet me show you something, though, that I think matters. This is the questions page, split by who's asking. Two or three people are asking a big share of all the questions. That's good for them, but it means the value rests on a small group.
- Helen Varley NoneYes, I'd guessed that. It's me, and the same two account managers, mostly.
- Marcus Bell NoneIt's not a problem as such. But if one of them moved on, the numbers would fall off a cliff. I'd like to spread it.
- Helen Varley NoneThat's fair. So what do you suggest? I can't force them.
- Marcus Bell NoneThree small things. One, a short session by trust for each group of account managers, using their own trusts. Two, a couple of ready-made dashboards that replace the spreadsheet, so there's less reason to go back. Three, Sunita tidies the seats so the active ones are the right ones.
- Sunita Bains NoneI can do the dashboards with you if you tell me what the spreadsheets actually contain. Half the time they're just an export from the CRM with a few columns added.
- Helen Varley NoneThat's exactly right. I'll get a couple of the account managers to send theirs over. Hopefully they won't be embarrassed.
- Marcus Bell NoneNobody will mind, it's useful. Then we can build the same thing in the brain and they can compare.
- Helen Varley NoneNow the third point. Renewal. The contract ends on 30 Apr 2026, I know that. Andrew is going to ask me what it's done. What can I say?
- Marcus Bell NoneI'd say what you've said to me. It's valuable to the people who use it, usage dipped over the summer, and we've got a plan to bring it back. I'd rather you said that honestly than we dressed it up. Pricing isn't something I can speak to, that's for Priya, and then Andrew.
- Helen Varley NoneRight. And I should say Priya's done her best, but I'd like to know who I speak to on the commercial side now if there are any questions. It's the sort of thing Andrew asks.
- Marcus Bell NoneUnderstood. I'll make sure that's clear to you before the renewal conversation starts, so there's a named person and Andrew isn't left wondering.
- Helen Varley NoneGood. Then let's keep it simple. Sunita sends the seat list, I send the spreadsheets, Marcus books the sessions.
- Marcus Bell NoneAnd I'll come back to you with the usage numbers a few weeks after the sessions, so we can see whether it's moved. Does that work?
- Helen Varley NoneThat works. Thanks, both.
- Sunita Bains NoneThanks. I'll send the list this week.
- Marcus Bell NoneCheers, everyone. Thanks, Marcus. Bye.
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