Brannock Medical Supplies / BB-Demo – Check In
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Brannock Medical Supplies: documents · 2025-10-29 10:30
Usage is recovering and broader across account managers, and a closed ticket was a how-to. Helen wants a renewals-per-trust dashboard, and finance director Andrew has started asking what the company gets for the money.
What was said
What this says
Current to 11 Oct 26Usage is recovering and broader across account managers, and a closed ticket was a how-to. Helen wants a renewals-per-trust dashboard, and finance director Andrew has started asking what the company gets for the money.
What happened: Marcus reported active users up by more than a quarter on the last quarter, with questions up too and spread across several people. The recent ticket was a how-to answered the same day, with no connector or freshness problem.
Customer view: Helen said the nightly refresh is fine because nobody has mentioned it. She credits her summer instruction to ask the brain by trust.
Commercial: The account managers want contract renewals per trust on one page, which Growth covers through the dashboards builder. Andrew has started asking what they get for the money, and Helen asked for a short one-page value view that mentions the renewal next spring.
Watch: The dashboard depends on how renewal dates are held in the CRM. Helen is to return with a named contact for that.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus to send Helen the list of top and non-using askers, with a one-page finance-friendly usage view.
- Helen to name someone in commercial operations for a thirty-minute session on renewal date data.
- Priya to pick up the commercial side nearer the renewal.
Risks
Current to 9 Oct 26- The finance director is benchmarking spend and needs a clear value case before the renewal next spring.
- The renewals dashboard depends on how renewal dates are held in the CRM.
Opportunities
Current to 9 Oct 26- A renewals-per-trust dashboard on the Growth dashboards builder would deepen use among account managers.
- Rising active users and questions give BB-Demo evidence for the value case.
Transcript
Marcus Bell NoneMorning, Helen. Can you hear me alright?
Helen Varley NoneLoud and clear. Morning, Marcus. Sorry, one second, I'm just shutting the door, it's chaos out there today.- Marcus Bell NoneNo problem at all. Busy week?
- Helen Varley NoneTwo trust tenders and a delivery problem on a care home contract. The usual. Right, three things from me today: usage, that one ticket, and what the key-account managers are asking for next.
- Marcus Bell NonePerfect, that's almost exactly my list. I'll share my screen and I've pulled the numbers, so you can see them. Can you see the usage page?
- Helen Varley NoneI can. Go on.
- Marcus Bell NoneSo, active users this quarter are up by more than a quarter on the last one. You've got forty licensed seats and you're nowhere near the limit, but it's a good direction. Questions asked are up as well, and what I like is that it's not one person doing it all.
- Helen Varley NoneRight. What's driving that? Because I'd like to think it's the account managers, not just me poking around.
- Marcus Bell NoneIt's mostly them. If I filter by who's asking, there's a cluster of people asking about delivery queries per trust, and a couple asking about contract renewal dates. Those two themes are most of it.
- Helen Varley NoneThat's what I hoped. I told them in the summer, stop opening three systems before every trust call, just ask the brain. By trust, please, that's the rule. Some of them have taken it on properly.
- Marcus Bell NoneAnd it shows. Do you want me to send you the list of who's asking the most? You might want to say well done to a few of them.
- Helen Varley NoneYes please. And the ones who aren't using it, I'd like to see those too, quietly.
- Marcus Bell NoneHappy to. I'll put both in one email, nothing fancy.
- Helen Varley NoneLovely. Now, the ticket. What happened there? I saw it was closed but nobody told me what it was.
- Marcus Bell NoneIt was a how-to. One of your account managers wanted to filter the delivery view by a single care home group and couldn't find it. Support answered it the same day and it's been fine since. Nothing wrong with the connectors, nothing stale.
- Helen Varley NoneGood. I hate it when something small turns into a week of emails. Okay, so the third thing. The account managers want contract renewals per trust on one page they can open before a call. Can it do that today or is that a new thing?
- Marcus Bell NoneGrowth includes the dashboards builder, so it can. I'd want to look at how your renewal dates are held in the CRM first, because a dashboard is only as tidy as the field behind it. Shall we book thirty minutes with one of your people who knows that data?
- Helen Varley NoneI'll take that to the account managers and come back with a name. Probably someone in our commercial operations team rather than a salesperson, they know where the bodies are buried.
- Marcus Bell NonePerfect. While I've got you, how does the nightly refresh feel? Are people finding the data is there when they start in the morning?
- Helen Varley NoneYes. Nobody's mentioned it, which in my world means it's fine. If it had been late I'd have heard about it by nine.
- Marcus Bell NoneGood, that matches what I see on my side. Records indexed are climbing steadily, no connector has gone quiet.
- Helen Varley NoneOne more thing, and it's a bit early. Andrew, our finance director, has started asking what we get for the money. Not in a worried way. He just likes to benchmark things.
- Marcus Bell NoneThat's fair, and it's worth getting ahead of. I can put together a one-page view of usage and the kind of questions people ask, in language that suits finance. Would that help?
- Helen Varley NoneIt would. Keep it short, he doesn't read decks. And mention the renewal is next spring so he's not surprised.
- Marcus Bell NoneWill do. I'll send that with the usage list, and Priya will pick up the commercial side nearer the time.
- Helen Varley NoneGood. Right, anything else from you?
- Marcus Bell NoneNo, that's me. Thanks, Helen, really glad it's being used.
- Helen Varley NoneThanks, Marcus. Speak soon.