Delancey Haig / BB-Demo – Qbr
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Delancey Haig: documents · 2026-03-02 16:30
At the 2 Mar 2026 QBR, CFO Rupert Lasker questioned eleven or twelve active users against forty licensed and asked whether the price stays at £44k. The contract ends 2 Jul 2026.
What was said
What this says
Current to 12 Oct 26At the 2 Mar 2026 QBR, CFO Rupert Lasker questioned eleven or twelve active users against forty licensed and asked whether the price stays at £44k. The contract ends 2 Jul 2026.
What happened: Daniel Okafor ran the quarterly review with Saskia Mendes, Holly Tranter and Rupert Lasker on 2 Mar 2026. Questions asked are climbing, connectors load cleanly and there are no tickets in the last month.
Customer view: Saskia values the brain and uses it with clients, but a big share of questions comes from her and two directors. Rupert is sceptical about another tool for finance, which has barely touched it.
Commercial: Growth is contracted at £44k and matches what was invoiced, with nothing overdue. Rupert asked if the price stays the same and Daniel promised written terms by the end of the following week.
Watch: Renewal is at the start of July. The evidence does not show the outcome, or whether finance named anyone for the next review.
Themes
Current to 9 Oct 26Theme
Low adoption 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 to confirm the renewal terms to Rupert Lasker in writing by the end of the following week.
- Daniel Okafor to send the usage summary and connector list, and join the next monthly review for ten minutes.
- Rupert Lasker to tell Saskia Mendes which finance person will join the next session.
Risks
Current to 9 Oct 26- Active users are under a third of the forty licensed, and finance does not use the brain.
- Question volume is concentrated in Saskia and two directors, a key-person risk.
- The CFO asked about price and the answer was left open ahead of the 2 Jul 2026 end date.
Opportunities
Current to 9 Oct 26- Widening use to finance and the remaining directors through the monthly client review.
- Single sign-on is an Enterprise feature, so access friction is an upgrade conversation.
Transcript
Daniel Okafor NoneGood afternoon, everyone. Thank you all for making the time, I know Monday afternoons are not anyone's favourite slot. Let me just check who has joined. I can see Saskia, and Holly, and, Rupert, is that you coming through?
Rupert Lasker NoneIt is. Afternoon, Daniel. Before we start, how long is this going to take? I have a hard stop at the top of the hour.- Daniel Okafor NoneUnderstood, and we'll be done before then. I have the hour pencilled, but I would expect us to be comfortably inside it. I'll keep an eye on the clock.
Saskia Mendes NoneCan I just start with a story from last week? It's relevant, I promise. One of the account directors walked into a client review on Thursday and the client opened with a complaint about a contractor invoice. And she already knew about it, because she'd asked the brain that morning. She had the invoice, the dispute, the placement, all of it, in one go.- Daniel Okafor NoneThat's lovely to hear. How did the client take it?
- Saskia Mendes NoneQuite surprised, honestly. They expected her to go away and come back. Instead she said, here's what happened, here's what we're doing. That is exactly why I wanted the tool. The directors need this.
- Rupert Lasker NoneGood. And how often is that happening? One director, one review?
- Saskia Mendes NoneFair question, Rupert, and I'll be straight with you, it's not everyone yet. Let's get into the numbers and then I'll tell you where I think we are.
- Daniel Okafor NonePerfect, that's a good way in. Let me share my screen. Bear with me a second while I find the right window. Can everyone see the usage summary? A big grey page with a line going up?
Holly Tranter NoneYes, I can see it. It's a bit small but readable.- Daniel Okafor NoneI'll zoom in. There we go. So this is the last quarter against the one before. You have forty licensed users on Growth, and the number of people actually active in a typical month is sitting at around eleven or twelve. That's up by roughly a tenth on the previous quarter, so it's moving the right way, though I wouldn't pretend it's where we'd all like it to be.
- Rupert Lasker NoneSo, what are we actually using? Eleven or twelve out of forty. That's less than a third.
- Daniel Okafor NoneIt is, and I'm not going to dress it up. A few things sit behind that, and I'd like to walk you through them rather than just give you the headline. Is that all right?
- Rupert Lasker NoneGo on.
- Daniel Okafor NoneFirst, the forty is the number of seats the contract includes. Growth was set up for several teams, and the plan at the start was a gradual rollout, client operations first, then the account directors, then finance and the recruiters. We're part way through that, not at the end of it.
- Saskia Mendes NoneWhich is fair. I'd say operations are fully in, and the directors are about half in. Finance has barely touched it, if I'm honest.
- Rupert Lasker NoneFinance has had plenty to do. Carry on.
- Daniel Okafor NoneNo, completely. I just want to show what the active ones are doing, because the picture is different from the headline. If I switch to questions asked, this is the best measure of value we have. You can see it's climbed month on month, and it's well ahead of the same stretch last year when you were still bedding in.
- Holly Tranter NoneIs that counting the dashboards, or only the chat questions?
- Daniel Okafor NoneOnly questions put to the brain, so chat and search. Dashboards are separate, I'll come to them. Good thing to ask, Holly, thank you.
- Saskia Mendes NoneCan I add something? When I look at who asks the questions, a big share is me, and then two of the directors. I'd rather it wasn't that concentrated.
- Daniel Okafor NoneThat's what I see too, and thank you for saying it, Saskia, because it's the honest version. When one person asks a large share of the questions, the value depends on that person. If you were on leave for a month, the line would dip. So spreading it matters, and not just for the numbers.
- Rupert Lasker NoneRight. So the question is how we spread it. And what does it cost us to do that. Remind me of the annual cost, actually.
- Daniel Okafor NoneOf course. You're on Growth at forty-four thousand pounds a year, that's the contracted figure, and it matches what's been invoiced, so there's nothing odd on the billing side. No overdue invoices either, which I should say thank you for.
- Rupert Lasker NoneI don't pay early, but I do pay on time. Forty-four thousand. And can we do this ourselves? I ask every time.
- Daniel Okafor NoneYou do, and it's a fair thing to ask every time. I'd say the honest answer is that you could build something over your own systems, but the work is in keeping it joined up: the CRM, the finance system, the helpdesk, the emails, all refreshed every night and kept consistent. That's what your team would be taking on, and Holly would be doing it on top of her day job.
- Holly Tranter NoneI'd say that's accurate. I looked at it informally once, a year or so ago. The joining was the hard part, not the querying.
- Rupert Lasker NoneMm. Noted. Let's carry on, I'd rather see the rest.
- Daniel Okafor NoneRight. Let me move to the connectors. Holly, you're the one who knows these best. We've got your CRM, the accounting system, the helpdesk, the mailboxes and the call recorder all feeding in, and they've all been loading cleanly. The number of records indexed has kept rising across the quarter, which tells me nothing has gone stale.
- Holly Tranter NoneYes, that matches what I see on my side. No errors in the sync logs that I can remember. There was one connector that slowed a bit in January but it sorted itself out.
- Daniel Okafor NoneI remember that one. It was the mailbox source, the overnight run took longer than usual, but it finished well before the morning cut-off, so nobody would have noticed. Just to close the loop on it, there's nothing outstanding.
- Saskia Mendes NoneAnd no tickets, which I love. Is that right? I don't think I've raised anything for weeks.
- Daniel Okafor NoneCorrect. No tickets in the last month at all, and none flagged as high priority. I'd normally say that's a good sign, though with a smaller group of active users, quiet can also mean people just aren't asking. So I'd read it as healthy, but I'd want to keep watching it alongside usage.
- Rupert Lasker NoneThat's a sensible caveat. Most suppliers wouldn't say it.
- Daniel Okafor NoneI'd rather you heard it from me. Now, dashboards. Your plan includes the dashboards builder, and this is where I think there's an opportunity. Saskia, you've built a couple, haven't you?
- Saskia Mendes NoneTwo, yes. One is the client health view for the directors, vacancies, placements, invoices and complaints side by side. The other is a contractor invoice disputes tracker. The second one I built after a nasty month last autumn.
- Daniel Okafor NoneThose are exactly the right ones to have, and I'd say the disputes tracker is the one most likely to earn its keep, because it catches things early. Rupert, if I can show you the disputes view for a moment. I'll open it now. There, you can see how many are open and how long each has been sitting.
- Rupert Lasker NoneHold on. Can you go back up? I want to see how old that oldest one is.
- Daniel Okafor NoneOf course. It's this one at the top. You can see it's been open since the start of the year.
- Saskia Mendes NoneThat one is with the client's procurement team. We've chased twice. It isn't stuck on our side.
- Rupert Lasker NoneIt's money though, Saskia. Money sitting is money not in the bank. What did the client actually say?
- Saskia Mendes NoneThey said they'd approve it once their own month-end is done. I'll chase again this week and tell you on Friday.
- Rupert Lasker NoneThank you. That's the sort of thing I'd rather see in this view than hear in a meeting.
- Daniel Okafor NoneAnd that, if I may, is the point of it. Rupert, that's a view you could be opening yourself. It takes one login and you don't need to ask anyone. At the moment finance doesn't use it, and I think that's the biggest gap between what you've paid for and what you're getting.
- Rupert Lasker NoneHm. I'm sceptical that my team will make time for another tool. We have enough logins.
- Holly Tranter NoneCould we do it through single sign-on, so there's no new password at least? I'm not sure Growth covers that.
- Daniel Okafor NoneGood question, Holly. Single sign-on is an Enterprise feature, so it's not part of Growth. I wouldn't want to overpromise, so let me not guess. I'll come back to you on what options exist for easier access under your current plan.
- Holly Tranter NoneFine. Not urgent, just a thing people ask me.
- Saskia Mendes NoneCan I make a suggestion on adoption? Can we make it simpler? Directors won't read a guide. What they'll do is come to a fifteen minute session if it's attached to something they already do, like the monthly client review.
- Daniel Okafor NoneI like that very much. How is the team finding the monthly review at the moment, is it well attended?
- Saskia Mendes NoneWell attended, and a bit grumpy, because they're spending half of it getting the numbers together. That's the bit the brain should replace.
- Daniel Okafor NoneThen that's where I'd go. If it helps, I can come along to the next review for the first ten minutes and show them how to pull up a client's picture live, on their own data. Not a presentation, just doing it.
- Rupert Lasker NoneWill that cost us anything?
- Daniel Okafor NoneNo, that's part of how I support the account. A full on-site training day is a separate add-on, but a short walk-through on a call is just what I'd normally do.
- Rupert Lasker NoneGood. Then do that. I'd want to know afterwards whether anything changed, though. Numbers, not impressions.
- Daniel Okafor NoneAgreed. I'll send you the usage view before and after, so you can compare like with like. Just to close the loop, the thing I'd be watching is whether the number of people asking questions goes up, and whether the share from any one person comes down.
- Saskia Mendes NoneAnd I'd add that I would like the finance team in the next one. Rupert, would you send someone? Even one person.
- Rupert Lasker NoneLet me think about who. I won't commit to that on a call, but I'll come back to you this week.
- Saskia Mendes NoneThat's all I ask.
- Daniel Okafor NoneThank you. Now, one more thing before we run out of time, and Rupert, I want to be open about it. Your contract comes to its end on 2 Jul 2026, and the renewal sits at the start of July. I'd rather talk about it now, while there's plenty of room, than leave it close to the date.
- Rupert Lasker NoneYes. I was waiting for you to raise it. I don't take renewals for granted, you know that.
- Daniel Okafor NoneI do, and I wouldn't want you to. What I'd suggest is this: between now and then we use these next few months to see whether that usage picture moves, and in the spring we sit down properly with the numbers and the terms. I'll make sure you have everything in writing before then.
- Rupert Lasker NoneAnd the price? Will it be the same forty-four?
- Daniel Okafor NoneI don't want to guess at that on a call, and it isn't something I'd want to get wrong. Let me confirm the renewal terms properly and I'll come back to you by the end of next week.
- Rupert Lasker NoneThat's fair. Send it in writing. A short email, please.
- Daniel Okafor NoneShort, and in writing. Saskia, Holly, is there anything you want to raise before we finish? Anything you've been sitting on?
- Holly Tranter NoneOnly that I'd like a list of which connectors we have left in the plan, in case the finance team wants something connected. Just so I know what's possible.
- Daniel Okafor NoneOf course. I'll include that in the follow-up, what's connected, what the plan allows, and what's left. Anything else?
- Saskia Mendes NoneNo, I'm good. Thanks, Daniel, this was useful. And Rupert, thanks for staying with it.
- Rupert Lasker NoneI said I'd stay to the end. Speak soon.
- Daniel Okafor NoneThank you all. So to recap: I'll send the usage summary and the connector list, I'll join the next monthly review for ten minutes, and I'll confirm the renewal terms in writing by the end of next week. Rupert will let Saskia know about someone from finance. Best wishes, everyone, and thanks again for your time.
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