Delancey Haig / BB-Demo – Renewal
Callcompleted
Delancey Haig: documents · 2025-04-14 13:30
Rupert Lasker, the CFO, questioned twelve active users out of forty and the move from £41,800 to £44,000. He asked to hold the price, wants usage and value evidence, and will not decide until he has both.
What was said
What this says
Current to 11 Oct 26Rupert Lasker, the CFO, questioned twelve active users out of forty and the move from £41,800 to £44,000. He asked to hold the price, wants usage and value evidence, and will not decide until he has both.
What happened: Rupert, Saskia, Desmond and BB-Demo's Priya Raman and Daniel Okafor discussed the Growth renewal. Priya quoted £44,000 with no implementation fee.
Customer view: Rupert thinks in cost per placement and wants to know what it has saved. He asked to hold the price, ruled out a one-team plan and said he would not decide today.
Commercial: Priya promised a written price with a date, aiming for before Monday 9 Jun 2025. Quarterly invoicing was accepted if the total is unchanged, and the customer pays to the day.
Watch: Questions come mostly from Saskia and three directors, a key-person risk. Rupert asked what happens to the data if they do not renew.
Themes
Current to 9 Oct 26Theme
Growth renewal price
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- Priya Raman returns with a written price and a date, well before 9 Jun 2025.
- Daniel Okafor sends Rupert a one-page usage summary with the order form.
- Saskia Mendes collects two plain answers from the directors within a fortnight.
Risks
Current to 9 Oct 26- Rupert questions paying for forty licences with about twelve active and wants proof of savings.
- Questions come mostly from Saskia and three directors, so the brain depends on a few people.
- The rise from £41,800 to £44,000 ends the first-term arrangement and he asked to hold the price.
Opportunities
Current to 9 Oct 26- Training the contractor desks could widen usage and catch invoice disputes sooner.
- Quarterly invoicing on request could ease the price conversation if the total is unchanged.
Transcript
Daniel Okafor NoneAfternoon, everyone, and thank you for your time. Just checking who has joined: I can see Saskia, Rupert and Desmond, and Priya is here with me. Is that everyone?
Saskia Mendes NoneThat's all of us. Desmond is fighting with his headset, so give him a second.
Desmond Oyelaran NoneCan you hear me now? Sorry, yes, afternoon all. The headset has opinions.- Daniel Okafor NonePerfectly clear. Lovely.
Rupert Lasker NoneAfternoon. How long will this take? I've a hard stop at two.- Daniel Okafor NoneWe've got the half hour booked, Rupert, so we'll see how far we get. We're only here to talk about the renewal and how the brain has been going for you.
- Saskia Mendes NoneCan I do my story first? It's quick. One of our directors had a client review on Thursday, and the client opened by saying they'd been billed twice for a contractor. Before, he'd have said he'd look into it and come back to them. This time he'd already pulled the placements and the invoices that morning, so he could say what had actually happened. The client went quiet and moved on. He told me afterwards he'd have been caught flat otherwise.
- Daniel Okafor NoneThat's exactly the sort of thing I like hearing. Thank you, Saskia.
Priya Raman NoneAnd a good way in. So, just to recap where we are, and to keep momentum: your current term runs to 2 Jul 2025, the renewal date is 3 Jul 2025, and if we can get this over the line by Monday 9 June 2025 then nobody is rushing at the end. Today is really about whether Growth is doing the job, and then what the renewal looks like. Happy to make this easy.- Rupert Lasker NoneRight. So, what are we actually using?
- Daniel Okafor NoneFair question, and I've got it in front of me. You're licensed for forty users on Growth. Over the last thirty days, on average, a little under twelve people have been active, and that's up by about a fifth on the quarter before. And just to close the loop on tickets: there has been one in the last month, and nothing urgent.
- Rupert Lasker NoneTwelve out of forty. That's under a third.
- Daniel Okafor NoneIt is, yes, and I won't dress it up.
- Saskia Mendes NoneCan I say something on that? Those twelve are the people who matter most. They're the client-account directors and the operations leads, and they're in it most days, usually just before a client call. The other licences are there for the wider desks, and honestly, that's on me. I haven't pushed it out to them as fast as I said I would.
- Rupert Lasker NoneCan we do this ourselves? I mean the reporting. We've got people who can build a spreadsheet.
- Daniel Okafor NoneI'd expect you to ask, and yes, you can build a spreadsheet, Rupert. What the directors have told us, though, is that a spreadsheet is a snapshot of one system at a time. The brain brings the vacancies, placements, invoices and complaints together on one page for each client, and it refreshes overnight, so it's there when they sit down in the morning.
- Rupert Lasker NoneHm. They said that, did they?
- Saskia Mendes NoneI said it, and I'd say it again. The directors need this. The question I get asked most is what did the client actually say, and now the answer is on the page rather than buried in someone's inbox.
- Rupert Lasker NoneOkay. Remind me of the annual cost.
- Daniel Okafor NonePriya, you'll have it exactly.
- Priya Raman NoneYes. You're contracted at £41,800 a year at the moment, and that's what's on the order form and what's been invoiced. The renewal comes through at £44,000 for Growth, and that's with no implementation fee, because it's a renewal and not a new build.
- Rupert Lasker NoneSo that's a little over two thousand more for the same thing.
- Priya Raman NoneIt's the Growth list price. The arrangement from your first term sat below it, and that comes to an end at renewal. I know that isn't what anyone wants to hear. I'd rather say it plainly than have it appear on an order form.
- Rupert Lasker NoneCan we hold it where it is?
- Priya Raman NoneI won't promise something on a call, Rupert, and I'm not going to pretend I can. What I can do is take it back, see what's possible, and come back to you with something clear in writing, with a date attached so you know how long it stands. Would that help?
- Rupert Lasker NoneIt would. And I'd like to understand what the twelve become before I sign anything. If it's still twelve in a year, I'm paying for forty.
- Daniel Okafor NoneThat's fair, and it's the part I'd most like to spend time on. How is the team finding it, beyond the directors? Saskia, who isn't in yet that you'd like to be?
- Saskia Mendes NoneThe desks that run the contractor side. They're the ones who see the invoice disputes first. If they were in it, we'd catch a dispute in the first week rather than the third. Honestly, I think it's training. They've never had a proper walk-through, so they don't know what to ask it.
- Daniel Okafor NoneThat's really useful. So what I'd suggest is a training session for those desks, a small one, about an hour, and I run it with you, Saskia, on your own client data so it isn't generic. I'll come back to you by the end of next week with some dates.
- Saskia Mendes NoneYes please. Can we make it simpler, though? If it's a long deck they'll switch off. Show them one client.
- Daniel Okafor NoneOne client, a few questions, and then they ask their own. I'll keep it practical.
- Desmond Oyelaran NoneCan I ask about invoicing while we've got everyone? Is it annually in advance, same as before?
- Priya Raman NoneSame as before, yes: annually in advance on thirty-day terms. If you'd rather split it, quarterly is available on request, so say the word and I'll put it in the order form.
- Desmond Oyelaran NoneWe'll think about quarterly. It would help cashflow on our side, but I'd need to check with Rupert.
- Rupert Lasker NoneQuarterly is fine by me, as long as the total doesn't change.
- Priya Raman NoneThe total stays the total. Just split.
- Daniel Okafor NoneAnd Desmond, just to say thank you, you've been very prompt on invoices. There's nothing overdue at all, which makes my life a lot easier.
- Desmond Oyelaran NoneWe pay on the thirty days, to the day. Rupert makes sure of it.
- Rupert Lasker NoneNot a day earlier.
- Daniel Okafor NoneI wouldn't dream of asking. One more thing on usage, then I'll hand back. Since you went live in July 2024 the number of people asking questions has gone up on the quarter before, which is a healthy line. What I keep an eye on is whether most of the questions come from just one or two people.
- Saskia Mendes NoneIt's mostly me and three of the directors, if I'm honest. I'd like that to be much wider.
- Rupert Lasker NoneSo if you're away, it goes quiet.
- Saskia Mendes NoneFair. Which is exactly why the desks need the training, so it isn't sitting with me.
- Daniel Okafor NoneAnd that's the thing I'd worry about on any account, not just yours. The more people who've got their own habit of asking it things, the sturdier it is. So the training isn't a nice-to-have, I'd put it first.
- Rupert Lasker NoneI think in cost per placement. A tool has to pay for itself inside a year. Tell me what it has saved, not what it does.
- Daniel Okafor NoneUnderstood. What I can honestly show you is usage and what the directors say. I can't put a placement number on it from our side, and I'd rather not invent one. What I'd suggest is we ask the directors two plain questions: how often do they open the client page before a review, and have they caught anything earlier because of it. That gives you something real to weigh.
- Saskia Mendes NoneI can get that done within a fortnight. Short answers, in their own words.
- Rupert Lasker NoneDo that. And send me the usage numbers in writing. One page.
- Daniel Okafor NoneOne page, and I'll put it with the order form so it's all in one place.
- Rupert Lasker NoneAnother thing. If we didn't renew, what happens to the data?
- Daniel Okafor NoneGood question, and a fair one to ask. The brain runs inside your own Snowflake account, so the data sits with you either way. What you'd lose is the layer on top, the pages and the chat and the search that make it usable for the directors. I'm not asking you to look at it that way, mind, I just want you to have the whole picture.
- Rupert Lasker NoneMm. Good. I like knowing where the exits are.
- Saskia Mendes NoneI'll leave pricing with you, Rupert. From my side, I'd want it renewed, and I'd want the other desks in it before the summer. That's all I'll say.
- Priya Raman NoneThat's helpful, Saskia. So to put the options simply: renew Growth as it is, with the training and the usage page alongside, and I come back to you on the price with a date on it. Or, if you want to look at something smaller, we can talk about that, but I'd want to be straight that Growth is the tier built for several teams, which is what you have here.
- Rupert Lasker NoneWe're not going to a one-team plan. The directors work across desks. I'm just asking what a fair number looks like.
- Priya Raman NoneUnderstood, and that's what I'll go back and look at. If we can get this over the line by the ninth of June, that leaves plenty of room before the term ends on 2 Jul 2025, and nobody has to do anything in a hurry.
- Desmond Oyelaran NoneFrom a finance side, what will you need from me to process it? I don't want to be the bottleneck.
- Priya Raman NoneNothing yet. I'll send the order form once the number is settled, and you'll see the invoice dates and the split if you go quarterly. You won't be chasing us for anything, I hope.
- Daniel Okafor NoneLet me just close the loop on actions so we're all clear. I'll send you, Rupert, the one-page usage summary with the order form. I'll come back to Saskia by the end of next week with training dates for the contractor desks. Saskia is going to ask the directors those two questions within a fortnight. And Priya takes the price question away and comes back with something in writing. Have I missed anything?
- Saskia Mendes NoneThat's the lot. I'll send you the director answers as soon as I have them, Daniel, and you can fold them into the page for Rupert.
- Rupert Lasker NoneWho do I speak to day to day, if I've a question? I don't want to be bounced around.
- Daniel Okafor NoneMe, for anything about how it's being used or how the team is getting on. Priya for the contract and the numbers. And if you're not sure which, ask me and I'll get you to the right person.
- Priya Raman NoneHappy to take either, honestly. Rupert, you have my details.
- Rupert Lasker NoneRight. I won't decide today. I'd like the number and the usage in front of me first, and then I'll think about it properly.
- Priya Raman NoneWouldn't expect you to, and I'd rather you had everything. I'll aim to have the figure with you well before the ninth of June, so you aren't deciding at the last minute.
- Daniel Okafor NoneThank you, all of you. It's been a really good conversation, and I do appreciate the straight questions, Rupert. Saskia, thanks for the story. Desmond, enjoy the rest of the week, and I hope the headset behaves.
- Desmond Oyelaran NoneIt'll be going back to IT. Thanks, everyone.
- Saskia Mendes NoneBrilliant. Speak soon, Daniel. Bye, all.
- Rupert Lasker NoneThank you. I've got to run. Goodbye.
- Daniel Okafor NoneBye, Rupert. Best wishes, everyone. Speak soon.
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