Fairhallow Travel / BB-Demo – Renewal
Callcompleted
Fairhallow Travel: documents · 2025-10-16 15:30
Simon Ashworth, COO, said he is paying for forty licences and using a fraction, asked for a one-page value view, and told finance not to forecast the renewal yet. Tom Ashdown set 8 Dec 2025 to settle it.
What was said
What this says
Current to 11 Oct 26Simon Ashworth, COO, said he is paying for forty licences and using a fraction, asked for a one-page value view, and told finance not to forecast the renewal yet. Tom Ashdown set 8 Dec 2025 to settle it.
What happened: Tom opened the renewal conversation for the term ending 31 Dec 2025. Marcus Bell showed usage up about a tenth, with no recent tickets.
Customer view: Simon questioned value directly and said cost per booking decides it, otherwise it is a line he can cut. He noted that Becky used to say it was worth it and is no longer there.
Commercial: Tom quoted £39,600 a year on Growth, and Diane Cropper confirmed it matches invoices, all paid on time. Simon told Diane not to put it in the forecast yet.
Watch: Usage is concentrated in a few people and monthly actives are well under forty. A one-page value case is owed to Simon before the next call.
Themes
Current to 9 Oct 26Theme
Renewal value challenge
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 to send Simon a one-page use and value view before the next call.
- Tom Ashdown to confirm the contract position and terms in writing against the order form.
- Tom Ashdown to aim to settle the renewal by 8 Dec 2025.
Risks
Current to 9 Oct 26- Simon sees forty licences with a fraction in use and says the line can be cut without a cost per booking case.
- The previous internal advocate, Becky, is no longer there, and usage is concentrated in a few people.
- Finance has been told not to forecast the renewal until it is reviewed.
Opportunities
Current to 9 Oct 26- A one-page value view of questions asked, dashboards built and review preparation time could turn Simon.
- Headroom under the forty licences allows a conversation about what the customer actually needs.
Transcript
Tom Ashdown NoneAfternoon, all. Can everyone hear me? Simon, how's your week been, you've not been buried, I hope?
Simon Ashworth NoneBusy. How long is this going to take?- Tom Ashdown NoneHa, straight in. Half an hour, forty minutes at the outside, and I'll try and keep it nearer the lower end. Diane, hello, thanks for joining as well.
Diane Cropper NoneHello, yes, no problem. I've got the invoice history open in case it's useful.- Tom Ashdown NoneBrilliant, that'll help. So the point of today is the renewal. Your current term finishes at the end of the year, 31 Dec 2025, and the renewal date is 1 Jan 2026. I don't want that creeping up on anyone, so I thought let's get something in the diary now and agree how we go about it. Marcus, do you want to start with how it's been going?
Marcus Bell NoneThanks, Tom. Yes. I'll share my screen and I'll be quick. I've pulled the numbers, so you can see the picture rather than me describing it.- Marcus Bell NoneSo this is usage for the last quarter against the one before. Active users are up a little, about a tenth, a bit more. The people using it are asking more questions as well, and there's been no run of tickets. Nothing in the last month at all.
- Simon Ashworth NoneWho's using it?
- Marcus Bell NoneFair question. It's a core group: your operations analyst, a handful of the account managers, and people in the account management team who open it before client reviews. It's still the same few doing most of the asking, which is something I'd like to widen.
- Simon Ashworth NoneHow many of the forty licences are in use?
- Marcus Bell NoneNot all of them, no. The monthly active figure is well under the forty, so there's room. That's something we can talk about in terms of what you actually need.
- Simon Ashworth NoneRight. So we're paying for forty and using a fraction. What's it costing us per month?
- Tom Ashdown NoneI'll take that, Marcus. Yeah. So you're on Growth, and the contracted figure is £39,600 a year. I'll confirm that against the order form in writing so there's no doubt, but that's what the invoices have been too. Diane, that matches what you've got?
- Diane Cropper NoneYes, it matches. £39,600 across the year, and everything's been paid on time. There's nothing outstanding on our side.
- Simon Ashworth NoneFine. Per month, that's a third of that figure and a bit. I want to know it's worth it. Becky used to say it was. She's not here now.
- Tom Ashdown NoneNo, understood. And that's a fair challenge, Simon. I'm not going to try and sell you something you don't need. What I'd suggest is that Marcus and I put together a straightforward view of what's been used, what you've got out of it, and what the options are for the renewal. Then you can decide.
- Marcus Bell NoneHappy to do that. I'd look at questions asked by team, which dashboards have been built, and which client reviews it's fed into. That's the value story rather than just a user count.
- Simon Ashworth NoneKeep it to one page.
- Marcus Bell NoneOne page. Understood.
- Diane Cropper NoneCan I ask something about the mechanics? If we're renewing, does the invoice go out at the same time as last year, and are the terms the same?
- Tom Ashdown NoneGood question. The invoice goes out in advance of the term, annual, and it's the standard thirty days to pay. I'll confirm in the paperwork rather than going from memory, but I don't expect anything to change on that.
- Diane Cropper NoneThat's fine. I just need to get it into the forecast, that's all. And if it's the same amount, I can put it in today.
- Simon Ashworth NoneDon't put it in yet. We'll review at renewal.
- Diane Cropper NoneRight, no, understood. I'll leave it as a placeholder in my own notes, not in the forecast.
- Tom Ashdown NoneNo drama, that's fine. Simon, can I ask what would make the answer an easy yes for you? Is it adoption, is it the cost, is it something else we haven't talked about?
- Simon Ashworth NoneCost per booking. If I can see this helps the account managers spend less time prepping and more time with clients, fine. Otherwise it's a line I can cut.
- Marcus Bell NoneOkay. That helps, actually. I can't promise it moves a cost per booking number directly, but I can show how long a review takes to prepare now against before, if your team can tell me roughly. Leave that with me and I'll ask the account managers.
- Simon Ashworth NoneDo that. Ask the analyst, she'll be straight with you.
- Tom Ashdown NoneGood. So let me play back what I've got. Marcus pulls together a one-page view of use and value. I confirm the contract position and the terms in writing. Diane has the invoice history. And we're aiming to have the renewal sorted by early December, so we're looking at 8 Dec 2025 as the date to have it settled. Is that workable?
- Simon Ashworth NoneIf the one-pager is good. Send it to me before the next call.
- Tom Ashdown NoneWill do. I'd suggest we speak again in a few weeks once you've had a look. Let's get something in the diary.
- Simon Ashworth NoneFine. Anything else? I've got another meeting.
- Marcus Bell NoneNo, that's it from me. Thanks, everyone.
- Diane Cropper NoneThanks, all. I'll send Tom the invoice history after this, just so he's got it.
- Tom Ashdown NoneBrilliant. Cheers, everyone. Speak soon.
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