Fairhallow Travel / BB-Demo – Qbr
Callcompleted
Fairhallow Travel: documents · 2025-05-19 10:45
Simon Ashworth, the COO, pressed on who uses the brain and what it costs, and said they will review at renewal. Usage is six or seven people a day against 40 licences. Becky Lawton plans a wider rollout and a time-saved figure.
What was said
What this says
Current to 11 Oct 26Simon Ashworth, the COO, pressed on who uses the brain and what it costs, and said they will review at renewal. Usage is six or seven people a day against 40 licences. Becky Lawton plans a wider rollout and a time-saved figure.
What happened: On the 19 May 2025 QBR, Marcus Bell showed usage, tickets and connectors to Simon Ashworth, Becky Lawton and Leanne Moss. Simon was brief and focused on who uses it and what it costs.
Customer view: Becky said the team used to stitch bookings and tickets together by hand before every review. Leanne confirmed the data has been fresh and the one priority ticket was a connector permission problem on their side.
Commercial: Simon said they will review at renewal, so a value case is needed. The accounting connector was declined for now, with Simon saying maybe after summer.
Watch: Seven daily users against 40 licences is the point Simon raised. Becky's time-saved figure, logged by Tariq, is the evidence he asked for.
Themes
Current to 9 Oct 26Theme
Value case before renewal
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- Becky Lawton to have Tariq log time saved per review and share a figure by the next check-in.
- Marcus Bell to send the pack and usage by person, then book a summer check-in.
- Marcus Bell to raise the accounting connector again at the next check-in.
Risks
Current to 9 Oct 26- Simon Ashworth is questioning usage and cost and has said the subscription will be reviewed at renewal.
- Daily usage of six or seven people against 40 licences invites a value challenge.
Opportunities
Current to 9 Oct 26- Becky Lawton plans to roll the brain out to the rest of account management over the next few weeks.
- The accounting connector may be revisited after summer, with room for 8 connectors on Growth.
Transcript
Marcus Bell NoneMorning all. I'm sharing my screen now. Can everyone see the first slide? Great. Thanks for making time, I know it's a busy Monday.
Simon Ashworth NoneMorning. How long is this going to take?- Marcus Bell NoneAbout forty minutes at most, Simon, and I'll keep it moving. I want to cover usage, what the team's getting out of it, and what you might want to do next.
- Simon Ashworth NoneFine. Go on.
Becky Lawton NoneHi everyone. Sorry, I'm in the car park, I'll go inside in a second. Carry on, I'm listening.- Marcus Bell NoneNo problem. Right, first slide. You've been live since the start of the year, on the Growth tier, forty licensed users. The contract's thirty-nine thousand six hundred a year, and that's what's been invoiced, so those two match.
- Simon Ashworth NoneWho's using it?
- Marcus Bell NoneFair question, and it's the next slide. Over the last month, on average, between six and seven people use it each day. That's up by more than half on the previous quarter. Most are account managers, and Leanne for admin.
- Simon Ashworth NoneSo about seven out of forty.
- Marcus Bell NoneOn average each day, yes. Not everyone logs in every day, so the number of different people over a month is higher. But I take the point, there's room.
- Becky Lawton NoneCan I jump in? That's deliberate. I held back rolling it out until the team had examples to show. We've got those now, so I'm going to push it to the rest of account management over the next few weeks.
- Simon Ashworth NoneWhat's it costing us per month?
- Marcus Bell NoneIt's an annual subscription, thirty-nine thousand six hundred, invoiced in advance, so you can divide it by twelve. I'll leave the pricing conversation to Tom Ashdown on our side, he's your account owner, but I wanted to be clear on what's being paid.
- Simon Ashworth NoneFine. We'll review at renewal.
- Marcus Bell NoneOf course. That's at the end of the year, and what I'd like to do is make sure that by then you've got a clear view of what you're getting. That's really what today's for.
Leanne Moss NoneCan I add something on the admin side? The data's been good. The morning refresh has been there when people arrive. We had one priority ticket recently, which I raised, and it was dealt with the same day.- Marcus Bell NoneThanks Leanne, yes, that matches what I see. One priority ticket and one other in the last month. Both closed, both inside our response times for Growth.
- Simon Ashworth NoneWhat did the priority one cost us? In time.
- Leanne Moss NoneNot much. It was a connector permission problem on our side. Half a day at most, mostly waiting for IT.
- Simon Ashworth NoneOkay.
- Marcus Bell NoneNow the part I think matters more. Questions asked. That's the best measure of value, and it's gone up every month. Most of the questions are about client bookings and tickets together, which is what you bought it for.
- Becky Lawton NoneLove that. That's exactly the thing. My team used to stitch it together by hand before every review.
- Simon Ashworth NoneHow much time does that save?
- Becky Lawton NoneHonestly, I'd say a couple of hours per review, per account manager. I can ask them to track it properly if you want a number.
- Simon Ashworth NoneDo that.
- Becky Lawton NoneWill do. I'll get Tariq to log it, he's the most organised.
- Marcus Bell NoneThat would be really helpful. If you can give me a rough figure by the next check-in I'll put it into the value summary. One more thing from me. Three connectors are live, and you've got room for eight. The accounting system is the one Becky mentioned.
- Simon Ashworth NoneWhy would we want that?
- Marcus Bell NoneSo you could see invoices and payments alongside bookings and tickets, by client. Whether it's worth it is your call. I'm not suggesting you need it today.
- Simon Ashworth NoneNot now. Maybe after summer.
- Marcus Bell NoneThat's fine. I'll note it and raise it again at the next one.
- Becky Lawton NoneMarcus, can we see it by client, the usage, so I can see which clients' teams are using it most? Sorry, I mean which account managers.
- Marcus Bell NoneYes, I'll send the usage by person with the pack. Shall we book half an hour in the summer for a check-in? I'll send some times.
- Becky Lawton NoneYes please.
- Simon Ashworth NoneAnything else?
- Marcus Bell NoneThat's everything from me. Thanks, Simon, thanks all. I'll send the pack this afternoon.
- Becky Lawton NoneThanks Marcus. Bye all.
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