Brannock Medical Supplies / BB-Demo – Qbr
Callcompleted
Brannock Medical Supplies: documents · 2026-09-18 16:45
At the QBR, finance director Andrew Pickering questioned paying for forty seats with about seven active. He wants usage to recover before discussing next year and any price change in writing. Nothing was decided.
What was said
What this says
Current to 11 Oct 26At the QBR, finance director Andrew Pickering questioned paying for forty seats with about seven active. He wants usage to recover before discussing next year and any price change in writing. Nothing was decided.
What happened: Marcus Bell showed forty licensed seats on Growth and an average of around seven active over the last month, down by about a tenth on last quarter. No tickets in the last month and nothing overdue on invoicing.
Customer view: Helen Varley traced the drop to key-account managers moved onto different trusts over the summer and said she had not pushed the tool since. Andrew Pickering said he has no objection to the product but does not like paying for seats nobody sits in.
Commercial: Jordan Pike confirmed the contract runs to 30 Apr 2027 and renews on 1 May 2027 at £48,500 a year. Andrew never agrees a price change on a call and wants any change in writing, with reasons, well ahead.
Watch: Andrew asked who the account manager is. Marcus named Priya Raman as account owner on BB-Demo's records and promised it in writing.
Themes
Current to 9 Oct 26Theme
seat utilisation, renewal terms
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends Helen Varley and Andrew Pickering usage by trust and by name, plus a written note naming the account owner.
- Marcus Bell books a half-hour session with the account managers built around their own trusts.
- Jordan Pike sends the renewal terms in writing before the notice.
Risks
Current to 9 Oct 26- Roughly seven active users against forty licensed seats invites a seat reduction or a value challenge at the 1 May 2027 renewal.
- Andrew Pickering links any support for renewal to usage recovering and to knowing who to call.
- Usage is concentrated in a narrow group, so the value depends on few people.
Opportunities
Current to 9 Oct 26- Reconnecting the moved account managers by trust could restore usage, which Helen Varley says worked before.
- Sending renewal terms in plain words ahead of the notice gives Andrew Pickering what he asked for and builds trust.
Transcript
Marcus Bell NoneAfternoon, Helen, afternoon Andrew. Can you both hear me alright? I'm just getting my screen shared, so bear with me a second.
Helen Varley NoneLoud and clear, Marcus, thanks. It's Friday afternoon so I'll keep us brisk. Three things from me. One, usage this quarter. Two, the renewal next year. Three, what my account managers still can't see by trust. In that order, please.
Andrew Pickering NoneGood afternoon. Before we begin, I should like to know who is on the line. I know Marcus, and Helen of course. Who is the other gentleman, and what is his role?
Jordan Pike NoneHi Andrew, Jordan Pike. I'm an account executive at BB-Demo, based in New York, so apologies for the accent. To be transparent, I'm here because Marcus hands anything commercial to an account executive, and I'm covering that side today. Otherwise I'll stay quiet.- Andrew Pickering NoneThank you, Jordan. And who is our account manager now? I have seen a few come and go over the years and I would rather know the name.
- Marcus Bell NoneThat's a fair question, Andrew. On our records the account owner is Priya Raman. I'm your customer success manager, so adoption and these reviews sit with me, and Jordan's here for the commercial side of the renewal.
- Andrew Pickering NonePriya Raman. Thank you. I'd like that in writing, if you would, after the call.
- Marcus Bell NoneOf course. It'll be in the follow-up email. Right, so I've pulled the numbers. Let me start with the simple picture. You've got forty licensed seats on Growth, that's the 40 in the contract, and over the last month the average number of people actually active has been around seven.
- Helen Varley NoneSeven. And that's down on last quarter?
- Marcus Bell NoneDown by about a tenth, yes. So not a cliff, but it's moving the wrong way, and I'd rather say that out loud than bury it in a chart.
- Helen Varley NoneWhat's driving that? Is it everyone using it a bit less, or a few people dropping off?
- Marcus Bell NoneFrom the data it looks like a few people who've gone quiet, rather than everyone easing off. The ones who are still in there are asking the same sort of thing as before: delivery queries, and contract renewals by trust. I can't tell you why the others stopped from the numbers alone, that's the honest answer.
- Helen Varley NoneMm. I think I know. We moved a couple of the key-account managers onto different trusts over the summer, and I suspect they never got reconnected to how they work now. I'll take that to the account managers and find out who's who.
- Marcus Bell NoneThat would help. I can give you the list of who's active and who isn't, by name, so you're not guessing.
- Helen Varley NoneBy trust, please. Not just by name. I want to see which trusts have nobody looking at them.
- Marcus Bell NoneYes, I can cut it that way. Happy to do that this week. Let me flip to the next screen, this is the tickets and invoices view, which is the dull but reassuring bit. No tickets in the last month, none open, and nothing overdue on the invoicing side.
- Andrew Pickering NoneMay I ask a question in the round, Marcus? Forty seats paid for, roughly seven in use. I'm not criticising anyone. But as finance director I look at that and I ask what we are getting for the money.
- Marcus Bell NoneThat's exactly the right question, and I'm not going to dress it up. The gap between licensed and active is the thing to close. The value is there for the people using it, but it's a narrow group, and that's a risk for you as much as for us.
- Helen Varley NoneAnd I'd say it's not that the tool can't do it. It's that I haven't pushed it since the reshuffle. That's on me. If the account managers see orders and delivery queries in one place, they use it. They did before.
- Andrew Pickering NoneUnderstood. Then I would like to see that usage recover before I say anything about next year, if that is acceptable to everyone.
- Jordan Pike NoneAndrew, can I jump in on that, since it's my side? Here's where we are. The contract runs to 30 Apr 2027 and renews on 1 May 2027. The order form is for £48,500 a year, and that's what's been invoiced. Nothing needs deciding today.
- Andrew Pickering NoneI'm glad to hear it, because I never agree a change in price on a call. If there are any changes at the renewal, I should like to see them in writing, with the reasons, well ahead of the date.
- Jordan Pike NoneThat's fair, and that's how we'll do it. I'll send you the renewal terms in writing ahead of the notice, in plain words, so you can benchmark them. What would make this a yes for you, when we get there? Is it usage, or something else?
- Andrew Pickering NoneUsage, principally. And knowing who to call. I have no objection to the product. I simply do not like paying for seats nobody sits in.
- Helen Varley NoneWhich is why I'd rather fix the seats than argue about them. Marcus, could you do a short session for the account managers? Half an hour, by trust, showing them their own renewals and delivery queries. Nothing generic.
- Marcus Bell NoneHappy to jump on a call with them. Shall we book half an hour next week? I'll build it around their own trusts so it's not a tour of features.
- Helen Varley NoneYes. I'll get you the names of the account managers who moved. Send me the usage list first and I'll take it from there.
- Marcus Bell NoneRight. So to close the loop. I send you both the usage by trust and by name, and the note on who your account owner is. Helen, you take it to the account managers. Jordan sends the renewal terms in writing before the notice. And I'll book the half hour session with the team.
- Andrew Pickering NoneThat is clear. Thank you all. Kind regards, and good afternoon.
- Helen Varley NoneThanks everyone. Have a good weekend.
- Marcus Bell NoneThanks, both. Speak soon.
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