Delancey Haig / BB-Demo – Qbr
Callcompleted
Delancey Haig: documents · 2024-12-04 13:45
On the 4 Dec 2024 QBR, usage has roughly doubled and tickets are quiet. Rupert Lasker, the CFO, asked about cost, whether the company could do this itself, and wants real examples before the Jul 2025 renewal.
What was said
What this says
Current to 11 Oct 26On the 4 Dec 2024 QBR, usage has roughly doubled and tickets are quiet. Rupert Lasker, the CFO, asked about cost, whether the company could do this itself, and wants real examples before the Jul 2025 renewal.
What happened: Daniel Okafor led the QBR with Saskia Mendes, Holly Tranter, Rupert Lasker and Priya Raman. Active users have roughly doubled, to a dozen or so most days against 40 seats.
Customer view: Rupert challenged the doubling, asked the annual cost, and asked whether Delancey Haig could do this in house. Holly said reconciliation used to take a good part of her week, and Saskia said disputes are caught earlier.
Commercial: Priya confirmed £41,800 a year matches the order form and invoices. The term ends on 2 Jul 2025 and the renewal date is 3 Jul 2025, and Rupert said he will look at it properly nearer the time.
Watch: Holly is the only admin. Directors are asking for more sources, with room on the eight connectors included in Growth.
Themes
Current to 9 Oct 26Theme
CFO 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- Daniel writes up two or three real cases with Saskia and Holly for Rupert.
- Daniel confirms the connector count by the end of the week and sends session times the next day.
- Saskia names a second admin, and Daniel walks them through it with Holly.
Risks
Current to 9 Oct 26- Rupert wants the brain to pay for itself and asked whether the company could build it in house.
- Holly is the only admin, so one absence blocks user and settings changes.
- Some directors still rely on their team and spreadsheets rather than the brain.
Opportunities
Current to 9 Oct 26- Directors want more sources such as call recordings, and the Growth tier has connector room.
- Two or three written real cases could give Rupert the value case for the renewal.
Transcript
Daniel Okafor NoneHello, hello. Thank you all for making the time, I know it's a busy week. Let me just check who's joined. Saskia, I can see you. Holly, hello. Rupert, good to see you. And Priya's on as well, I think?
Priya Raman NoneI'm here, I'm here. Afternoon, everyone. Happy to make this easy, I'll mostly listen and let Daniel drive.
Rupert Lasker NoneAfternoon. How long is this going to take? I've got a hard stop later.- Daniel Okafor NoneWe've got the hour booked but I'd expect to be comfortably inside it. Nothing heavy, Rupert. Mostly good news, in fairness.
Saskia Mendes NoneCan I start with a quick story? It's relevant, I promise. One of our account directors, I won't say who, walked into a client review on Monday and the client opened with a complaint about a late contractor invoice. Last year he'd have been caught cold. This time he'd already seen it on the client page the night before.- Daniel Okafor NoneOh, that's lovely to hear. That's exactly what you bought it for, isn't it? One view of the client, vacancies, placements, invoices, complaints, all in one place.
- Saskia Mendes NoneExactly that. And he didn't ring me, which is the real test. Before, I'd get the call at eight in the morning asking me to dig something out.
- Priya Raman NoneBrilliant. Sorry, I'll just say, that's the story I'd want to take back to the team. Carry on, Daniel.
- Daniel Okafor NoneSo, just to set the shape of it. I'd like to cover three things. How the team's using the brain, how it's been running on the technical side, and then what you'd like from the next few months. Holly, you're the one who sees the plumbing, so I'll lean on you in the middle.
Holly Tranter NoneSure, no problem. I've got a few notes written down.- Daniel Okafor NoneLovely. Let me share my screen. Can everyone see the usage page? Give me a second, it sometimes takes a moment to load.
- Saskia Mendes NoneI can see it.
- Rupert Lasker NoneYes. Go on.
- Daniel Okafor NoneSo this is active users across the last quarter against the quarter before. And the headline is that your active users have roughly doubled. You've got forty licensed seats, and you're now using a good chunk of them every week rather than a handful of enthusiasts.
- Rupert Lasker NoneDoubled from what, though? If it was tiny, doubling it is still tiny.
- Daniel Okafor NoneFair challenge. It's a dozen or so people most days now, against about half that before. So it's not the whole forty yet, and I'd not pretend it was. But it's the client-account directors coming in, which was the aim.
- Saskia Mendes NoneAnd I'll be honest, it isn't everyone yet. A couple of the directors still ask their team to look things up. I'm not going to claim it's better than it is.
- Daniel Okafor NoneI appreciate you saying that, Saskia. It's useful for me to know where the gaps are. How is the team finding it, the ones who haven't taken to it?
- Saskia Mendes NoneMostly it's habit. They've got their own spreadsheets. What did the client actually say, that's the question I keep asking them, and the spreadsheet can't tell you. The brain can.
- Rupert Lasker NoneWhat are we actually using, then? Not who. What. Is it the chat, the dashboards, the search?
- Daniel Okafor NoneGood question. Let me scroll down. So the bulk of it is questions asked in chat, and that's the number I'd look at first, because it's the best measure of whether it's earning its keep. That's gone up with the users. Then the client pages, and then a small but growing number of dashboards that Holly's built.
- Holly Tranter NoneYes, I've built a few. One is for placements by client against invoices raised, and one is a complaints view the directors asked for. Nothing very clever, but they look at them.
- Priya Raman NoneThat's the dashboards builder that comes with Growth, isn't it, Daniel? Just so Rupert sees it's part of what's already paid for.
- Daniel Okafor NoneYes, it's included in your tier, no extra charge. Along with these quarterly reviews.
- Rupert Lasker NoneRemind me of the annual cost, would you? I've got it in my head but I'd rather hear it.
- Priya Raman NoneIt's £41,800 a year, Rupert. That's the contracted figure on the order form and it matches what's been invoiced. No surprises there.
- Rupert Lasker NoneRight. And no invoices outstanding on our side, I assume, or someone would have told me.
- Daniel Okafor NoneNothing overdue as far as I can see, no. Everything's paid.
- Rupert Lasker NoneGood. So what I need to be able to say is that it pays for itself. Can we do this ourselves, is the other thing I keep wondering. With what we've got in house.
- Daniel Okafor NoneIt's a reasonable thing to ask, and I'd rather you asked it. Honestly, you could stitch some of it together. What's hard is keeping it joined up night after night, across the CRM, the accounting system and the helpdesk, and having people ask it questions in plain English. Holly, you've lived with the alternative. What was the reconciliation like before?
- Holly Tranter NonePainful, to be straight about it. I'd spend a good part of the week pulling exports and matching client names, because they never match exactly between systems. Now it's just there in the morning. I don't do that any more.
- Rupert Lasker NoneSo it's your time, essentially.
- Holly Tranter NoneMine, and the directors' time, and Saskia's team. It all adds up, though I couldn't give you a figure.
- Saskia Mendes NoneCan I add one? The contractor invoice disputes. We catch them much earlier now. The system flags where an invoice and a placement don't line up, and we ring the client before they ring us. That's worth something to Rupert, even if it's hard to put a number on.
- Rupert Lasker NoneIt's the sort of thing I'd want to see written down at some point. A couple of examples, not a theory.
- Daniel Okafor NoneI can help with that. Saskia, if you're happy, I'll sit with you and Holly and pull together two or three real cases from the last quarter, and I'll write them up so Rupert has something he can read in five minutes. Just to close the loop on that one.
- Saskia Mendes NoneYes, please. That would be useful. The directors need this to be easy to explain upwards.
- Priya Raman NoneAnd that's the kind of value case that makes the renewal conversation straightforward, to keep momentum. Not that we're there yet, Rupert, I know you don't like to be rushed.
- Rupert Lasker NoneNo, I don't. When is the renewal, remind me?
- Priya Raman NoneThe current term runs to 2 Jul 2025, and the renewal date is 3 Jul 2025. So there's plenty of time. Daniel will be in touch well before then.
- Rupert Lasker NoneFine. I'll want to look at it properly nearer the time. I don't take these for granted.
- Daniel Okafor NoneAnd you shouldn't. That's what these reviews are for. Right, let me move on to the technical side. Holly, how has it been day to day? Anything that's annoyed you?
- Holly Tranter NoneHonestly, very little. The nightly refresh has been there when I've logged in. I haven't had to raise a ticket in the last month, which is unusual for a new tool.
- Daniel Okafor NoneThat matches what I see. No tickets in the last thirty days, and nothing urgent. So that's quiet, and I'd say quiet in a good way here, because you're using it a lot more at the same time.
- Holly Tranter NoneOne thing, though, not a fault. The directors have started asking whether we can connect more sources. Someone mentioned the call recordings from the client meetings.
- Daniel Okafor NoneInteresting. So on Growth you have room for eight connectors in total, and I can check how many you're using now. I think you're a few short of the limit, so there's space before it needs a conversation about anything extra. I'll come back to you by the end of the week with the exact picture.
- Rupert Lasker NoneHold on. More connectors means more cost?
- Daniel Okafor NoneNot within what you've got, Rupert. Only if you wanted to go past the eight would there be an add-on, and we're not near that. I'd not want you to hear that as a sales pitch. It's just information.
- Priya Raman NoneAbsolutely. Nothing to decide today. If it ever comes to that, we'd talk it through properly with you first.
- Saskia Mendes NoneMy view is, let's use what we've got properly first. Can we make it simpler for the directors before we add more? Fewer pages, clearer starting point.
- Daniel Okafor NoneI think that's wise. And that's something I can do, actually. Holly, would a short training session for the directors help? Half an hour, on their own clients, nothing abstract.
- Holly Tranter NoneIt would. If it's their own client data they'll pay attention. Otherwise they drift.
- Saskia Mendes NoneI'll get it in their diaries. Give me a couple of options from you and I'll pick the one that doesn't clash with month end.
- Daniel Okafor NoneWill do. I'll send some times tomorrow. And just so I've got it right, the aim is that the people who haven't started yet get to the point where they ask one real question about one real client, and see what comes back.
- Saskia Mendes NoneYes. That's it. One question, one client. If it answers it, they're in.
- Rupert Lasker NoneCan I ask something slightly different? Who at your end do we ring if something breaks? Is it still Daniel?
- Daniel Okafor NoneFor anything about how the account is going, yes, me. For something that's actually broken, you'd raise a ticket through the support route and I'd see it as well. Priya looks after the commercial side, so contract, pricing, that sort of thing.
- Priya Raman NoneThat's right. Daniel for adoption, me for the paperwork. Between us you shouldn't fall through a gap.
- Rupert Lasker NoneGood. I like to know who to blame.
- Daniel Okafor NoneHa, understood. I'd hope it doesn't come to that. Right, we've got a little time left. Is there anything else anyone wants to raise before we wrap up? Holly, anything on the admin side?
- Holly Tranter NoneOnly that I'm still the only one doing the admin. If I'm off, nobody else can add a user or change a setting. Is that something we should sort out?
- Daniel Okafor NoneThat's a good thing to flag. I'd suggest we get a second person set up as an admin so you're not the single point. Saskia, is there someone on your side who'd be sensible for that?
- Saskia Mendes NoneI'll have a think. Probably one of my team leads. I'll come back to you and Holly with a name.
- Daniel Okafor NonePerfect, and I'll walk them through it with Holly, it's quick. So, to close the loop. I'll write up two or three real cases for Rupert. I'll check the connector count and come back to you by the end of the week. I'll send times for the directors' session tomorrow. And Saskia will come back with a second admin name.
- Saskia Mendes NoneThat's all of it. Thanks, Daniel.
- Rupert Lasker NoneThank you. That was shorter than I feared. I'll look at the examples when they arrive.
- Priya Raman NoneBrilliant, thanks everyone. Lovely to hear the director story, Saskia. Speak soon.
- Holly Tranter NoneThanks all. Bye.
- Daniel Okafor NoneThank you all again for your time. Best wishes, and have a good rest of the week.
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