Delancey Haig / BB-Demo – Qbr
Callcompleted
Delancey Haig: documents · 2025-06-04 12:30
Rupert Lasker, the CFO, asked what Delancey Haig actually uses and whether it could be built in-house. He would not commit and wants a one-page value case. Daily use is about a dozen of forty seats; the term ends 2 Jul 2025.
What was said
What this says
Current to 11 Oct 26Rupert Lasker, the CFO, asked what Delancey Haig actually uses and whether it could be built in-house. He would not commit and wants a one-page value case. Daily use is about a dozen of forty seats; the term ends 2 Jul 2025.
What happened: Daniel Okafor ran the QBR with Saskia Mendes and Holly Tranter, and Rupert Lasker joined late and asked how long it would take. Usage, health and the renewal date were covered.
Customer view: Rupert asked what the company is using, whether it could do this itself, and whether unused seats are paid for. Holly said an in-house build would not join vacancies, placements, invoices and complaints.
Commercial: Growth at £42k a year matches the order form and the invoices. The term runs to 2 Jul 2025 and renewal is 3 Jul 2025; Rupert wants usage, who asks, what it replaces and a plain seat view on one page.
Watch: Questions are concentrated in Saskia and a handful of directors. No tickets were raised, invoices are paid, and Priya Raman will pick up the renewal paperwork after the summary.
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- Daniel Okafor sends a one-page value summary by the end of the following week.
- Holly Tranter sends the user list and Saskia Mendes sends review examples and a pack-time estimate.
- Priya Raman picks up the renewal paperwork after the summary.
Risks
Current to 9 Oct 26- The CFO wants the subscription to pay for itself within a year and prefers fewer suppliers.
- Daily active use is about a dozen against forty Growth seats, and a few people ask most questions.
- He may build in-house or trim seats if the value case is not measured.
Opportunities
Current to 9 Oct 26- Saskia's contractor double-billing story is a concrete example of value for the one-page summary.
- A director session and a seat review could widen use and fit the contract to how the firm works.
Transcript
Daniel Okafor NoneHello, hello. Can you hear me all right? I've got Saskia and Holly on screen. Is Rupert with us yet?
Saskia Mendes NoneHi Daniel, yes, I can hear you fine. Rupert's just finishing something, he said he'd join in a minute or two. Holly's here.
Holly Tranter NoneAfternoon. Yes, I'm here. Camera's being a bit slow, give me a second.- Daniel Okafor NoneNo rush at all. Thank you both for making the time, I know lunchtime is never easy in a recruitment business. How's the week been?
- Saskia Mendes NoneOh, you'll like this. One of our account directors walked into a client review on Monday and the client opened by saying we'd double billed a contractor. And she'd already pulled it up that morning. Invoice, timesheet, the whole thread. So she just turned the laptop round and said, here, this is what happened. Client went quiet.
- Daniel Okafor NoneThat's lovely to hear. That's exactly what we hoped it would do for you. Was it actually a double bill, in the end?
- Saskia Mendes NoneNo, it was a correction and a re-issue, it just looked like two. But the point is she knew. The directors need this, Daniel, that's the whole thing.
- Daniel Okafor NoneMm. Right. Good. Ah, Rupert, hello, I think you've just joined.
Rupert Lasker NoneHello. Sorry, yes. Quick one before we start: how long is this going to take?- Daniel Okafor NoneWell, we've got the hour booked, but I'd expect to be done well before that. I'll go through how the team have been using it, then what's changed since the last review, and then we can talk about the renewal, which I know is what's on your mind.
- Rupert Lasker NoneFine. Go on.
- Daniel Okafor NoneSo I'll share my screen. You should see the usage page now. Tell me if it's too small.
- Holly Tranter NoneIt's fine on mine. Maybe a bit small at the bottom, but the headline bits are clear.
- Daniel Okafor NoneGood. So, you're on Growth, you've got forty licensed users, and over the last month the number of people actually logging in on a typical day has averaged somewhere around eleven or twelve. That's a little lower than the previous quarter. Not dramatically, just under a tenth.
- Rupert Lasker NoneSo out of forty, about a dozen use it.
- Daniel Okafor NoneOn an average day, yes. Over a month more people than that touch it, of course, because directors come in around reviews. But I won't dress it up, Rupert. A daily average of a dozen against forty seats is lower than I'd like it to be.
- Rupert Lasker NoneWhich is my question, really. What are we actually using?
- Saskia Mendes NoneCan I come in on that? Because I think the daily average is slightly the wrong measure for us. The directors don't live in it. They use it before a client review, before a complaint call, before an invoice conversation. It's spiky.
- Daniel Okafor NoneThat's fair, and the questions asked bear it out. If you look at this graph, it's quite peaky, you can see the week before quarter end reviews it climbs. Let me just scroll. There.
- Holly Tranter NoneThose peaks line up with the director review calendar, I'd say. I noticed it when I was checking the admin console last week.
- Rupert Lasker NoneMm. And the questions, who's asking them? Is it Saskia?
- Saskia Mendes NoneSome of it's me, I won't pretend otherwise.
- Daniel Okafor NoneIt's a spread, but I'd be honest and say Saskia and a handful of directors account for a good share. Which is fine, but it's the thing I'd keep an eye on. If a couple of people ask most of the questions, you want to widen that circle so the value doesn't sit with just a few.
- Saskia Mendes NoneWhich is what I'm trying to do. I've been saying to the directors, can we make it simpler? Just ask it the question you'd ask me. Don't think about filters.
- Daniel Okafor NoneYes, and that works. People who ask it in plain words tend to stick with it.
- Rupert Lasker NoneHm. Can we do this ourselves, though? Honestly. We've got Holly, we've got the data in our own systems already.
- Holly Tranter NoneI'd say we could build something, in principle. But not the thing that joins the vacancies, the placements, the invoices and the complaints in one place. That's what took the time at the start. I'd not want to own that on top of everything else.
- Rupert Lasker NoneRight. That's an answer, I suppose.
- Daniel Okafor NoneAnd it runs inside your own Snowflake account, so the data doesn't go anywhere. But I do hear the question, and I'd rather you ask it than not. Shall I carry on through the rest, and then come back to cost properly?
- Rupert Lasker NonePlease.
- Daniel Okafor NoneSo, on the health side, because I think this part is quietly good news. No tickets raised in the last month. Nothing high priority, nothing waiting. Invoices are all paid up, nothing overdue on our side either.
- Rupert Lasker NoneI always pay on the terms. No earlier, no later.
- Daniel Okafor NoneHa, and we're grateful for it. Yes. Holly, from your side, is no tickets because things are quiet, or because people have stopped bothering to report?
- Holly Tranter NoneHonestly, I think quiet. The nightly refresh has been there when people come in. I've had one or two people mention in passing that a field looked odd, but it turned out to be how the source system was set up, not the brain.
- Daniel Okafor NoneOkay, that's useful. If anyone does notice something like that, do send it over even if it's small. I'd rather look at ten non-problems than miss one real one.
- Holly Tranter NoneWill do.
- Saskia Mendes NoneWhile you've got that up, can you show Rupert the complaints view? That's the one I keep going on about.
- Daniel Okafor NoneOf course. Give me a moment, I'll open a client page. Right, so this is one client, and you can see vacancies and placements at the top, then invoices, and here underneath, the complaints and what's been said by whom.
- Rupert Lasker NoneHm.
- Saskia Mendes NoneRupert, that's the Monday one I mentioned. The review where the director already had the answer.
- Rupert Lasker NoneI see it. What did the client actually say, in that meeting? Was it written down?
- Saskia Mendes NoneThat's what I asked her too. She'd got the call notes in there, so yes. It's all one thread.
- Daniel Okafor NoneAnd that's the kind of value I'd want us to put in front of you at renewal, specific moments rather than percentages. Saskia, would you be happy to write a few lines on that one? Doesn't have to be polished.
- Saskia Mendes NoneYes, absolutely. I'll do it this week. I'll ask the director if she minds me using the story.
- Daniel Okafor NoneThank you. Just to close the loop on usage, then. I'd like to suggest two things. One, a short session for the directors who've logged in least, and Holly and I can pick that group together. Two, Holly, I'd love to look at whether the user list is still right. People move teams, contractors leave.
- Holly Tranter NoneYes, I can pull that. I suspect a few seats belong to people who've changed roles. I'd have to check properly before I say who.
- Rupert Lasker NoneIf seats are unused, do we pay for them anyway?
- Daniel Okafor NoneYou're licensed for forty on Growth, so the fee doesn't move with how many are active day to day. But that's a fair thing to look at together before the renewal, whether forty is the right number for you or not. I'd rather we fitted the contract to how you really work.
- Rupert Lasker NoneGood. Then, remind me of the annual cost.
- Daniel Okafor NoneIt's £41,800 a year. That's what's on the order form and it's what you've been invoiced, the two match exactly.
- Rupert Lasker NoneAnd the contract ends when?
- Daniel Okafor NoneThe current term runs to 2 Jul 2025, and the renewal date is 3 Jul 2025. So there's time, but not a huge amount of it, which is why I wanted us to talk now.
- Rupert Lasker NoneRight. I'm not going to commit to anything today. You know that.
- Daniel Okafor NoneOf course, I wouldn't expect you to. What would help you decide? Tell me what you'd want in front of you.
- Rupert Lasker NoneSomething short. What we use, who uses it, and what it replaces. If it doesn't pay for itself within a year I need to know why we're keeping it. And I'd like fewer suppliers, not more.
- Saskia Mendes NoneIt does replace a lot of manual stitching, Rupert. The directors used to ask my team to put packs together before every review. That was hours.
- Rupert Lasker NoneHours that nobody wrote down. I'd need that measured, Saskia, not remembered.
- Saskia Mendes NoneFair. I can ask my team to estimate it for a typical review. Roughly, honestly, but it'll be something.
- Daniel Okafor NoneThat would be a good piece for the one page. Rupert, if I write that summary, usage over the year, who's asking the questions, the review examples Saskia gives me, and a plain view of the seat count, would that do it?
- Rupert Lasker NoneYes. One page. Two at most.
- Daniel Okafor NoneOne page. I'll aim for that. I'll come back to you by the end of next week with a draft, and Holly, I'll need your seat list before then, so shall we say the start of next week for that?
- Holly Tranter NoneThat works. I'll send it Monday, probably the morning.
- Daniel Okafor NonePerfect. And one more thing, which is the account side. Priya Raman owns the commercial conversation on your account, so she'll be in touch about the renewal paperwork once you've had a chance to look at the summary. I'll make sure she has everything from today.
- Rupert Lasker NoneFine. Is there anything I should be worried about that you haven't said?
- Daniel Okafor NoneHonestly, no. The brain's healthy, you've no open issues, the team's paying on time. The thing to watch is adoption, the spread of people asking questions, and that's something we can improve. That's the whole picture as I see it.
- Saskia Mendes NoneI'd say the same. My worry is only that we've got a few directors who haven't made it a habit. That's on me as much as anyone.
- Daniel Okafor NoneIt's on all of us, and it's a very normal pattern at this stage. Let's fix it together. How is the team finding it, Holly, from the admin side? Anything annoying you?
- Holly Tranter NoneNot really. The only thing I'd say is the permissions screen takes me a while to explain to new starters. If there's a short guide for that, I'd use it.
- Daniel Okafor NoneI'll find you the walkthrough we use with other admins and send it across, along with the session suggestion for the directors.
- Holly Tranter NoneGreat, thanks.
- Rupert Lasker NoneAnything else? I've got another call.
- Daniel Okafor NoneNo, that's everything on my list. Just to recap: Saskia sends a few lines on the Monday review and an estimate of the pack time, Holly sends the user list on Monday, and I send the one page by the end of next week. Priya will pick up the renewal paperwork after that.
- Rupert Lasker NoneGood. Thank you, Daniel.
- Saskia Mendes NoneThanks all. Speak soon. Best, Saskia.
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