Delancey Haig / BB-Demo – Qbr
Callcompleted
Delancey Haig: documents · 2025-12-01 09:00
Quarterly review with Saskia Mendes and Holly Tranter: usage is rising but still about a dozen of 40 licences, no tickets, no upsell. Saskia needs a one-page value case for whoever signs off the 3 Jul 2026 renewal; Holly is the only admin.
What was said
What this says
Current to 11 Oct 26Quarterly review with Saskia Mendes and Holly Tranter: usage is rising but still about a dozen of 40 licences, no tickets, no upsell. Saskia needs a one-page value case for whoever signs off the 3 Jul 2026 renewal; Holly is the only admin.
What happened: Daniel Okafor held the 1 Dec 2025 QBR with Saskia and Holly. Priya was not on the call and will cover the commercial side nearer the renewal.
Customer view: Saskia said Growth is right and the next tier is not needed. Holly has built dashboards herself, which shows investment from the customer.
Commercial: Saskia wants a way to say what the £44k gets the business, because whoever signs next summer will ask. Daniel flagged a price list change for customers on the earlier list but gave no figure.
Watch: Holly is the only person who sets up users, and Daniel called the account healthy but a bit under-used. Late placement updates and source field names were the day-to-day irritants.
Themes
Current to 9 Oct 26Theme
Value case and renewal prep
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send starter questions and walkthrough options by the end of the week of the call.
- Daniel Okafor to write the one-page value note, then run a second admin through the setup once Holly Tranter names one.
- Priya Raman to follow up on renewal paperwork and the exact figures in writing in good time.
Risks
Current to 9 Oct 26- Holly is the only person who sets up users, so the account depends on one admin.
- Use is about a dozen of 40 licences, and Daniel warned the account could stay comfortable and under-used.
- A price list change was flagged without a figure, so the renewal conversation could land badly if the number is a surprise.
Opportunities
Current to 9 Oct 26- A one-page anonymous value note gives the sign-off person a case before the 3 Jul 2026 renewal.
- Small-group walkthroughs for directors who have not started could turn light use into habit on the current Growth tier.
Transcript
Daniel Okafor NoneMorning, Saskia. Morning, Holly. Thank you both for your time, I know Mondays are heavy. Can you hear me all right?
Saskia Mendes NoneLoud and clear. Morning, Daniel. Holly's just coming in now, I can see her little icon spinning.
Holly Tranter NoneSorry, yes, I'm here. The headset decided to update itself. Morning, both.- Daniel Okafor NoneNo problem at all. Just to check who's with us, it's the three of us today, which is plenty. Priya isn't on this one, she'll pick up the commercial side with you nearer the renewal, so today is really about how the brain is doing for you.
- Saskia Mendes NoneLovely. Right, before we start, a quick story from the week, because it's basically why I wanted this call. One of our client-account directors was heading into a review with a client on Thursday, pulled up the account in the brain, and saw a contractor invoice dispute that had been logged the day before. In the old days she'd have found out in the room. Instead she raised it first, and the client was, frankly, relieved.
- Daniel Okafor NoneThat's exactly the picture you bought it for, isn't it. Vacancies, placements, invoices and complaints all sitting together. How is the team finding it more generally?
- Saskia Mendes NoneHonestly, good, but I'll be straight with you, it's not everyone yet. The directors who use it swear by it. The ones who don't, don't. So I'd rather we look at the numbers properly and not pretend.
- Daniel Okafor NoneThat's fair, and I appreciate it. Let me talk you through what I've got, and Holly, shout if anything doesn't match what you see on the admin side. So, you're on Growth, 40 licensed users, and over the last thirty days you've had around a dozen active on average.
- Saskia Mendes NoneAround a dozen out of forty. So under a third.
- Daniel Okafor NoneYes, about that. But I'd read the direction before the level, and it's up nicely on the previous quarter. People are coming in, not drifting off. And it's been steady rather than a spike after a training session, which is the pattern I tend to worry about.
- Holly Tranter NoneThat matches what I see. There's a core group who are in most days, and then a wider group who dip in before client reviews. Monday and Thursday mornings are the busiest, probably because of the review cycle.
- Daniel Okafor NoneThat's useful, thank you. And is it the same people asking the questions, or is it spreading?
- Holly Tranter NoneMostly spreading, I'd say. Saskia's still the heaviest, no question, but two or three of the directors are asking their own now rather than sending me a screenshot and saying, can you find this.
- Saskia Mendes NoneWhich was my whole worry a year ago. I was the bottleneck. I'd rather not be.
- Daniel Okafor NoneJust to close the loop on that, it's one of the things I always look at, because when one person asks a large share of the questions it's a bit fragile. If you were out for a month, what happens? From what Holly's saying, it's getting better.
- Saskia Mendes NoneBetter, not solved. Can we make it simpler for the directors who haven't started? Because what I keep hearing is, I don't know what to ask.
- Daniel Okafor NoneYes, that's the common one. Mm. What tends to work is a short list of starter questions built around their own week. Who's got a review coming up, which of my clients have an open complaint, which placements have an invoice outstanding. Holly, you've built some dashboards already, haven't you?
- Holly Tranter NoneA couple, yes. One is a client health view that pulls vacancies, placements and complaints for a named client, and the other is for the contractor invoice disputes, which our finance team asked for. The dashboards builder was fairly easy once I'd got the data model clear in my head.
- Daniel Okafor NoneThat's a good sign, honestly. Dashboards built is investment from your side, not ours. Are the directors using the client health one?
- Saskia Mendes NoneThe ones who've seen it, yes. My test is always, what did the client actually say? If a director can walk in with the client's recent complaints and what we did about them, that's the point of the whole thing.
- Daniel Okafor NoneAnd the nightly refresh, is it landing in time? You'd want the overnight data there before the working day starts.
- Holly Tranter NoneIt has been every morning I've checked, which to be fair is most of them. I looked at the connectors last week as well, nothing odd, everything's loading, nothing that looks stuck.
- Daniel Okafor NoneGood. That fits with the support side. You've had no tickets at all in the last month, and for me that's a good sign here, because the usage says people are in there. If it were quiet on both I'd be asking you very different questions.
- Saskia Mendes NoneHa. No, we're in there. Quiet because it works, hopefully.
- Holly Tranter NoneMostly. One thing I'd flag, and it's not a ticket, more a wish. When a consultant updates a placement late in our own system, the brain is only as good as that entry. A director asked me last week why a placement looked a day behind, and it was simply that nobody had saved the change.
- Daniel Okafor NoneRight, and that's a fair thing to notice. The brain reflects what's in your source systems, so it's really a habit question on the desk rather than something broken. Is it worth a reminder to the consultants, do you think, or would that land badly?
- Saskia Mendes NoneIt would land fine if it came from me with a reason attached. I'll do it. If they know the directors are reading it before a client call, they'll care.
- Daniel Okafor NoneLovely. Now, can I ask about plans? Where would you like this to be in, say, the next couple of quarters?
- Saskia Mendes NoneEvery client-account director using it before a review, without being asked. That's it. I don't need it to be fancier, I need it to be habit. And I'd like the finance people to see the invoice dispute side in the same place, so it isn't a separate conversation.
- Daniel Okafor NoneThat's clear, and it's achievable on what you have. Can I suggest a short session for the directors who haven't started? Not a big presentation. A walkthrough on their own clients, so they see their own data on the screen in front of them. I find that's what changes the habit.
- Holly Tranter NoneI'd come along to that. Then I can pick up what questions they ask and tune the dashboards afterwards.
- Saskia Mendes NoneYes. Do it. Small groups, though, not all of them in one room, or the loudest one takes over.
- Daniel Okafor NoneSmall groups it is. I'll come back to you by the end of the week with a couple of options, and you can tell me what suits the review calendar. Holly, would it help if I sent you the starter questions list beforehand, so you can adjust it to your own client names?
- Holly Tranter NoneYes please. That would save me writing them from scratch.
- Daniel Okafor NoneDone. Now, on headroom. You have 40 licences and you're using about a dozen at any one time, so even if every director came on board you'd be comfortably inside. There's no need to think about extra users at this stage, and I'd rather say that than have you wonder.
- Saskia Mendes NoneSo no upsell pitch.
- Daniel Okafor NoneNot today. Honestly, the thing that would make this account stronger is more of your people using what you've already got. If that grows and you start bumping against a limit, we'll talk then.
- Saskia Mendes NoneGood. I like it when you say that. Okay, so the renewal. When is it, exactly? I should know this and I don't.
- Daniel Okafor NoneThe current term runs to 2 Jul 2026, and the renewal date is 3 Jul 2026. I'll write to you formally ahead of that, with the notice period, so nothing arrives as a surprise. I'll come back to you on the detail when we're closer.
- Saskia Mendes NoneAnd is there anything on price I should be warning people about?
- Daniel Okafor NoneI'd rather be open with you. There is a change to our price list, and customers who joined under the earlier one move across at their first renewal after the summer. I don't want to give you a number off the cuff, and Priya will take you through the exact figures properly in writing. What I can say is that you'll hear it from us first and in good time.
- Saskia Mendes NoneOkay. I'd rather know it's coming. It's a bit different to go upstairs with a number than with a feeling.
- Holly Tranter NoneIs the subscription itself unchanged? Same tier, same connectors, same everything, just the price?
- Daniel Okafor NoneAs things stand, yes. Same Growth tier, same users and connectors, and the quarterly reviews like this one. If you wanted something different we'd talk about it, but I'm not hearing that.
- Saskia Mendes NoneNo, Growth is right. We're nowhere near needing the next one up.
- Daniel Okafor NoneGood. And on the money side, just so you have it, the order form and our invoices agree at £44,000 a year, and nothing is outstanding. So it's clean from our end. Holly, I think you're the one who sees the invoices go through, is that right?
- Holly Tranter NoneSometimes. Our finance team pays them, I just see the paperwork go past. Nobody's complained about anything.
- Saskia Mendes NoneRight. So what I need, and you'll know this is coming, is a way to say what the £44k gets us. Whoever signs it off next summer will ask. And I'd rather have it ready than be scrambling.
- Daniel Okafor NoneThat's exactly what I was going to offer. I'll put together a short value note after this call. Usage and the direction of it, who's asking the questions, the dashboards Holly's built, and your story about the director and the invoice dispute, because that's the one that people remember. Is it all right to use that one?
- Saskia Mendes NoneUse it. Keep the client anonymous, obviously. And can we make it one page? If it's two, nobody reads the second.
- Daniel Okafor NoneOne page, anonymous. Understood. Anything you'd like on it that I haven't mentioned?
- Holly Tranter NoneMaybe the time saving on the monthly client review pack. I used to build it by hand from three exports. Now it's a dashboard. I couldn't give you an exact number, but it's most of a morning.
- Daniel Okafor NoneThat's a good one, and I'll put it as you've said it, most of a morning, rather than dress it up. Anything else on the day to day? Anything that's irritated you?
- Holly Tranter NoneJust the naming of a couple of fields, they come through with the source system's names and the directors don't recognise them. I can rename them in my dashboards, but not everywhere, I think.
- Daniel Okafor NoneThat's worth a proper look. I'll note it and see what can be done on the pages and chat side, as well as the dashboards. I'll come back to you on that one, not promise it today.
- Saskia Mendes NoneFine. That's fair. Anything else from your side, Daniel? Anything we should be worried about?
- Daniel Okafor NoneNothing worrying. If anything, the one thing I'd say is that the account is healthy and a bit under-used, and those two together are a good place to be. The risk is simply that it stays comfortable and nobody pushes it further.
- Saskia Mendes NoneThen consider me pushing. I'll speak to the directors this week.
- Daniel Okafor NoneThank you. And Holly, one thing on the admin side. When new directors or consultants join, are you the person who sets them up? I just want to be sure there's a second person who knows how, in case you're away.
- Holly Tranter NoneIt's me, yes. There isn't really a second person. I could show someone, I suppose. One of the team in IT has helped before.
- Daniel Okafor NoneI'd gently suggest that. Nothing wrong at all, it's just the sort of thing that's easy to forget until somebody's on holiday. I can walk both of you through the admin steps in a short session if that helps.
- Saskia Mendes NoneYes, do that. Holly, can you pick someone and tell Daniel?
- Holly Tranter NoneWill do. I'll ask a colleague in IT this week.
- Daniel Okafor NonePerfect. Now, just to close the loop on everything, let me read back what I've got, and you tell me if I've got it wrong.
- Daniel Okafor NoneOne, I send you a short list of starter questions for the directors, and some options for small walkthrough sessions, by the end of the week. Two, I write a one-page value note, anonymous, with usage, the dashboards and the invoice dispute story. Three, I look at the field names question and come back to you on what's possible. Four, Holly finds a second admin and I run them through the setup. Five, Saskia speaks to the directors and the consultants about keeping entries up to date. And Priya will be in touch about the renewal paperwork in good time.
- Saskia Mendes NoneThat's all of it. Short and simple, which is what I like.
- Holly Tranter NoneYes, agreed. Thanks, Daniel.
- Daniel Okafor NoneThank you both. It's a pleasure to see this one going so well since you went live in July 2024. Is there anything else before I let you go? Anything on your mind?
- Saskia Mendes NoneOnly that it's been a good quarter, and I'd like the next one to be better. That's all.
- Daniel Okafor NoneThen we'll make it so. Thanks again, speak soon.
- Saskia Mendes NoneSpeak soon. Bye, Daniel. Bye, Holly.
- Holly Tranter NoneBye, both.
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