Dunholm Precision / B-Brain – Check In
Callcompleted
Dunholm Precision: documents · 2025-03-24 12:30
The head of customer operations says the quality team use the brain every morning and it saves real time on complaints. She is deliberately holding back wider rollout and wants the next review judged on outcomes.
What was said
What this says
Current to 11 Oct 26The head of customer operations says the quality team use the brain every morning and it saves real time on complaints. She is deliberately holding back wider rollout and wants the next review judged on outcomes.
What happened: Daniel Okafor held a 30 minute check-in with Ruth Ackroyd after seeing a marked rise in usage. She said people had not drifted off and the quality team now use it every morning.
Customer view: A repeat housing issue was resolved faster because the earlier root cause was in a ticket. A date column read the wrong way round for a couple of days, and Ruth wanted it caught earlier.
Commercial: Forty licensed users with only a fraction active is headroom for managed rollout, not an upgrade case yet. Ruth may bring in the planners later, and wants the review to be about outcomes, not page views.
Watch: The promised explanation of how the date fault will be prevented is owed.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Ruth a one-paragraph note on the fix by the end of that week.
- Daniel Okafor to run a half-hour session for the next group, with the sales engineer showing good questions.
- Daniel Okafor to book an outcomes review for the end of the following month.
Risks
Current to 9 Oct 26- A date column fault went unnoticed for a couple of days, and the customer wants evidence of prevention.
- Ruth expects the review to prove outcomes, so a weak value case would hurt the renewal.
Opportunities
Current to 9 Oct 26- Forty licensed users with few active means managed rollout can deepen use.
- The planners are a possible next team once the quality side is bedded in.