Brannock Medical Supplies / B-Brain – Check In
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Brannock Medical Supplies: documents · 2026-08-19 12:00
Helen Varley says she cannot justify forty licences if usage keeps falling. Users who hit the summer data problems have gone quiet, and one high priority ticket is still open. Marcus Bell set an order: ticket, records check, value page.
What was said
What this says
Current to 11 Oct 26Helen Varley says she cannot justify forty licences if usage keeps falling. Users who hit the summer data problems have gone quiet, and one high priority ticket is still open. Marcus Bell set an order: ticket, records check, value page.
What happened: Marcus Bell reported average active users down by roughly a sixth on the last quarter, mainly people hit by the summer data problems. Two high priority tickets came in this month, both answered inside the hour, one still open.
Customer view: Helen Varley said quick and not fixed is the problem, because her managers see a polite answer and nothing changes. She will not defend forty licences to finance if usage keeps going down.
Commercial: Marcus raised the renewal early, with the contract running to 30 Apr 2027 and renewing on 1 May 2027 at £48,500 a year. He will brief Priya, the account owner, and build a value page.
Watch: Helen wants the data right before any value page. The manager session is held until the open ticket has an answer, and Marcus gave no date for the engineering fix.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends Helen Varley a written update on the open ticket the next day.
- Marcus Bell sends the split of quiet users by trust and checks those trusts' records.
- Marcus Bell briefs Priya, then builds the value page and the manager session once the ticket is answered.
Risks
Current to 9 Oct 26- Falling active users after the summer data problems put the forty licences at risk at the 1 May 2027 renewal.
- A high priority ticket remains open with no date for the engineering fix, so fast first responses are not building trust.
- Helen Varley says she will not defend licences her managers do not use, and finance will ask about value.
Opportunities
Current to 9 Oct 26- A value page showing questions asked, who is asking and what has been resolved could make the case for the subscription.
- A half-hour session for the managers who drifted could bring users back once the open ticket is answered.