Fairhallow Travel / BB-Demo – Check In
Callcompleted
Fairhallow Travel: documents · 2025-12-19 14:00
On 19 Dec 2025 Simon Ashworth told Marcus Bell the company will let the Growth contract run out on 31 Dec 2025. He cited seats against a handful of users, cost per booking and no one pushing adoption since Becky left.
What was said
What this says
Current to 11 Oct 26On 19 Dec 2025 Simon Ashworth told Marcus Bell the company will let the Growth contract run out on 31 Dec 2025. He cited seats against a handful of users, cost per booking and no one pushing adoption since Becky left.
What happened: Marcus Bell opened with usage and the £39,600 contract. Simon Ashworth, the Chief Operating Officer, said every licence is reviewed and forty seats for a handful of users does not hold up.
Customer view: Simon declined an offer to look at a smaller set of seats and said the company will let it run out. He gave two reasons: cost per booking, and that since Becky left it has been no one's job to push it.
Commercial: Marcus noted the contract ends on 31 Dec 2025 and referred price talk to Tom Ashdown. Service was quiet, so this is a value and ownership problem, not a service one.
Watch: Simon said the company would review if things change, so a win-back is possible but not planned.
Themes
Current to 9 Oct 26Theme
Non-renewal, value and ownership
Importance
churn
Sentiment
negative
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 a short note on 19 Dec 2025 with the end date, what is switched off and when, and who to contact.
- Marcus copies Tom Ashdown so he is across the account.
- Marcus and Tom keep the win-back door open and revisit with Simon if circumstances change.
Risks
Current to 9 Oct 26- The Growth subscription ends on 31 Dec 2025 because the customer chose not to continue.
- The former champion Becky has left and no one now owns adoption or makes the value case.
- A handful of people ask most of the questions, so usage is concentrated.
Opportunities
Current to 9 Oct 26- Simon Ashworth said the company would review at the time if account managers want the brain back.
- The account management team does use the brain for client reviews, which is a base for a win-back.
Transcript
Marcus Bell NoneHello Simon, afternoon. Can you hear me okay?
Simon Ashworth NoneYes. How long will this take?- Marcus Bell NoneHalf an hour at most, and probably less. I'll share my screen and keep it practical. I've pulled the numbers for the last quarter and I want to talk about where we are with the contract.
- Simon Ashworth NoneFine. Go on.
- Marcus Bell NoneSo usage first. You're on Growth, forty licensed users. The average number of active people has gone up a bit on the quarter before, which is encouraging. It's still well short of forty though, I'll be honest about that.
- Simon Ashworth NoneWho's using it?
- Marcus Bell NoneMostly the account management team. A handful of people ask the large majority of the questions, and they're using it for client reviews, pulling bookings and service tickets together before a meeting.
- Simon Ashworth NoneA handful. Out of forty.
- Marcus Bell NoneYes. That's fair, and I'm not going to dress it up.
- Simon Ashworth NoneWhat's it costing us per month?
- Marcus Bell NoneIt's £39,600 a year, so that's the order form and it matches what's been invoiced. There's nothing overdue on your side and no support tickets open in the last month, so the service itself has been quiet.
- Simon Ashworth NoneQuiet is fine. Does that translate into fewer people on the phone, or fewer hours? I haven't seen it.
- Marcus Bell NoneThat's a reasonable challenge. What I can show you is the questions asked and who asks them. What it saves in hours is harder for me to put a number on, because that depends how your teams were doing the reviews before. Becky used to make that case, I know.
- Simon Ashworth NoneShe did. She's not here.
- Marcus Bell NoneNo. Which is partly why I wanted this call.
- Simon Ashworth NoneLook, I'll be direct. The contract ends at the end of the month. Every licence gets reviewed. Forty seats for a handful of users doesn't hold up.
- Marcus Bell NoneUnderstood. It ends on 31 Dec 2025 and renews from 1 Jan 2026 if it carries on. I'm not the right person to talk price with you, that sits with Tom Ashdown, but I can ask him to come back to you before the end of the week if you want to see whether a smaller set of seats makes sense.
- Simon Ashworth NoneI don't think so. We've talked about it internally. We'll let it run out.
- Marcus Bell NoneOkay. Thanks for being clear, I appreciate that. Can I ask what tipped it? Was it the cost, or was it more that the team wasn't getting enough from it?
- Simon Ashworth NoneBoth. Cost per booking matters to me. If I can't see it paying its way, I stop. And since Becky left it's not been anyone's job to push it.
- Marcus Bell NoneThat's useful to hear. Honestly, that's the pattern when the person who championed something moves on, and I should have been closer to you after the summer.
- Simon Ashworth NoneIt's not on you.
- Marcus Bell NoneThanks. Right, so let's make the ending tidy. What do you need from us on the way out? Your data sits in your own Snowflake account, so that stays with you. I'd like to confirm what happens to the connectors and make sure nobody on your team is surprised when access stops.
- Simon Ashworth NoneSend me what happens, in writing. Short.
- Marcus Bell NoneWill do. A short note with the end date, what's switched off and when, and who to contact if you have a question after. I'll copy Tom so he's across it.
- Simon Ashworth NoneFine.
- Marcus Bell NoneAnd if things change next year and your account managers want it back, the door's open. No pressure, I just wanted to say it.
- Simon Ashworth NoneNoted. We'll review at the time.
- Marcus Bell NoneThat's all I had. Anything else from your side?
- Simon Ashworth NoneNo. Thanks, Marcus.
- Marcus Bell NoneThanks, Simon. I'll get that note over today. Have a good Christmas when it comes. Bye.
Callsmade from