Delancey Haig / BB-Demo – Qbr
Callcompleted
Delancey Haig: documents · 2026-06-01 11:30
QBR with Delancey Haig on 1 Jun 2026. About five of forty Growth users are active, down by more than half. The CFO asked whether fewer seats are possible and wants written options and renewal terms, without agreeing to anything.
What was said
What this says
Current to 11 Oct 26QBR with Delancey Haig on 1 Jun 2026. About five of forty Growth users are active, down by more than half. The CFO asked whether fewer seats are possible and wants written options and renewal terms, without agreeing to anything.
What happened: Daniel Okafor reported about five daily users, down by more than half on the previous quarter. Holly Tranter confirmed the connectors load, the nightly refresh lands before seven and no tickets are waiting.
Customer view: Saskia Mendes said her team value it, including early catches on contractor invoices, but the directors it was bought for hardly use it. Rupert Lasker asked about fewer seats and said he does not take renewals for granted.
Commercial: Priya Raman offered Starter and Growth options in writing, and said the renewal moves to the current list price with the figure to follow. Saskia argued against shrinking before the directors are properly tried.
Watch: a director dashboard was built live in about a quarter of an hour. Rupert said he would read the terms but had not agreed to them.
Themes
Current to 9 Oct 26Theme
Usage decline, seat reduction
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 Holly Tranter the assigned-seat list the same day and delivers the polished dashboard and one-page measure by the end of the following week.
- Saskia Mendes books the directors' working session in June.
- Priya Raman sends the renewal terms and written tier options by the middle of June.
Risks
Current to 9 Oct 26- The CFO is considering fewer seats or a move to Starter, which would reduce the subscription.
- Only about five of forty users are active and most questions come from two or three people.
- The renewal price moves to the current list while usage has fallen.
Opportunities
Current to 9 Oct 26- The Growth dashboards builder gave directors a one-page client review view in about a quarter of an hour.
- The assigned-seat list and director working session could widen use beyond the same few people.
Transcript
Daniel Okafor NoneHello, can everyone hear me alright? Thank you all for making the time, I know it's a busy week. Let me just check who's joined. Saskia, Rupert, Holly, and Priya, so that's everyone I was expecting.
Saskia Mendes NoneHi Daniel, yes, loud and clear. Quick story before we start. We had a candidate turn up at the wrong office on Friday because two directors each thought the other had sent the address. Classic. Anyway, hello all.
Rupert Lasker NoneMorning. How long is this going to take?- Daniel Okafor NoneFifty minutes in the diary, Rupert, and I'll try to give a few back. We'll look at usage, what the team has been getting out of the brain, and then the renewal in July.
Priya Raman NoneThanks Daniel. Just to recap where we are: the Growth subscription runs to 2 Jul 2026, with renewal on 3 Jul 2026, so we're about a month out. To keep momentum I'd like us to leave the call knowing what the next steps are, and I'm happy to make the paperwork easy.- Rupert Lasker NoneRemind me of the annual cost, please.
- Daniel Okafor NoneIt's £44k a year, Rupert, for Growth, with 40 users. That's what's on the order form and what's been invoiced, and nothing is overdue, so the money side is clean.
- Rupert Lasker NoneRight. And what are we actually using?
- Daniel Okafor NoneThat's the part I want to be straight about. Over the last thirty days we've had about five people active on an average day. That's down by more than half on the previous quarter. So forty seats, and about five people really using it. I'd rather we looked at that together than have you find it on an invoice.
- Rupert Lasker NoneFive.
- Saskia Mendes NoneYes. And I'd rather say it than have it said for me. Rupert, it's right. I was the one who pushed for this, the directors need this, and I've let it slide. After the first few months people went back to their own spreadsheets before a client review.
- Rupert Lasker NoneWhy? Was it not working?
- Saskia Mendes NoneNo, it was working. That's what annoys me. I think the directors never got a habit. They'd log in, ask one thing, get a good answer, and then the next review came round and they were in a hurry and did it the old way. What did the client actually say? That was the question they were meant to put to the brain, and they went and asked an analyst instead.
- Daniel Okafor NoneHolly, you see the admin side. Does that match what you're seeing?
Holly Tranter NonePretty much. From the admin console, all of the connectors are loading, the nightly refresh is landing before seven, so it isn't a data problem. We haven't raised a ticket in a month because there's been nothing to raise. Honestly, that's part of it. It works, so nobody's looking at it.- Daniel Okafor NoneMm. Just to close the loop on that, Holly: nothing broken, and no one stuck waiting on us either?
- Holly Tranter NoneNo, nothing waiting. It's more that a couple of people ask most of the questions. I'm one of them, and Saskia's team are the others. The directors themselves, I'd say hardly any.
- Daniel Okafor NoneThat's useful, thank you. It does make the picture a bit fragile, if it's mostly two or three of you. How is the team finding it, when they do use it?
- Saskia Mendes NoneThey like it. My team like it. Contractor invoices, for example. When a contractor's invoice doesn't match the timesheet, we see it alongside the client's complaints and the placement, and we've caught a couple early because of it. That's real. But it's my team, not the directors, and it was the directors we bought it for.
- Rupert Lasker NoneCan we do this ourselves? Honestly. Holly, you could build a report off the CRM and the finance system.
- Holly Tranter NoneWe could build a version, yes. A report per question. What we couldn't easily do is the thing where you ask it something nobody planned for and it pulls the vacancies, the invoices and the complaints together. I wouldn't want to maintain that myself.
- Rupert Lasker NoneFewer suppliers is what I want. Not more. If this is five people, it's a lot of money for five people.
- Priya Raman NoneThat's fair, Rupert, and I'm not going to argue with the arithmetic. What I'd say is that the subscription was bought for the directors, and the value case rests on them using it. So the question is less whether the product works and more how we get it into their week. If we can get a plan agreed in the next couple of weeks, we've got time before July.
- Daniel Okafor NoneAnd that's where I'd like to spend the middle of this call. A few ideas, and tell me if they're wrong. First, a working session with the directors, not a training day, just forty minutes on their own clients, asking their own questions. Second, we put the three or four questions they'd ask before a review onto one dashboard, so it's a single click. Growth includes the dashboards builder, and Holly, I think you've only used it a little.
- Holly Tranter NoneI've built one, for the finance team, and that's about it. Happy to do more if somebody tells me what goes on it.
- Saskia Mendes NoneI can tell you what goes on it. Open vacancies per client, placements this quarter, invoices outstanding, and open complaints. That's the page a director wants before they walk in. Can we make it simpler than five tabs?
- Daniel Okafor NoneAbsolutely. We'll do exactly that, and I'll come back to you with a draft by the end of next week.
- Rupert Lasker NoneAnd who has to attend this working session? I'm not paying for a day of training.
- Daniel Okafor NoneNo, nothing like that, Rupert. It's forty minutes, on your own screens, and it costs you nothing beyond the time. Saskia, could you get a handful of the client-account directors in the room?
- Saskia Mendes NoneI can do that. I'll get it in their diaries this week, with the actual clients on the invite so they can't say it's generic. And if someone doesn't come, I'll know by Friday and I'll chase them myself.
- Daniel Okafor NoneLovely. While we're on it, let me share my screen, because I'd like to show you usage by person rather than just the headline. Give me a second to pull it up.
- Daniel Okafor NoneRight, can you see that? So this is questions asked, by month, over the last quarter, and you can see the shape. A decent first month, then a long slide. And this column is who asked them. Two names are most of the bar.
- Saskia Mendes NoneThat's me and Holly, isn't it.
- Daniel Okafor NoneI'll leave the names with you. But yes, I think it tells the story you've already told. Nobody's done anything wrong, it just hasn't become a habit for the directors yet.
- Rupert Lasker NoneSo if I take my question, what are we actually using, the answer is two or three people and a lot of potential. Could we simply have fewer seats?
- Daniel Okafor NoneToday, that's a fair summary, Rupert, and I'd rather you heard it from me now than in the renewal conversation. On seats, I'll let Priya speak to the options.
- Priya Raman NoneHappy to. There's a smaller tier, Starter, but it's built for one team and has fewer connectors, and Delancey Haig bought Growth so several teams could see each client whole. So it's a real choice, and I'd want to lay it out in writing rather than do it on the fly. If we can get the options to you early, we keep this nice and easy.
- Rupert Lasker NonePut both in writing. I'll compare.
- Saskia Mendes NoneCan I just say, I'd rather we didn't shrink it before we've actually tried the directors properly? That's my honest view. If we cut it now, we'll have decided it's a team tool, and it isn't. It was meant to be a director tool.
- Rupert Lasker NoneUnderstood. Priya, what happens in July? Does the price stay where it is?
- Priya Raman NoneSo, you'll have seen the note we sent all existing customers in January about the price book. Because the Growth contract started on 3 Jul 2024, I believe this renewal is the point where you move onto the current list price. I don't want to quote a figure from memory, so I'll send the exact number in writing with the renewal terms, and I'd like to do that by the middle of June, to keep momentum.
- Rupert Lasker NoneSo it goes up, and usage has gone down. You can see how that sounds from here.
- Priya Raman NoneI can, and I'm not going to pretend otherwise. Which is why I'd rather we showed you usage coming back before you decide, than ask you to decide on faith.
- Rupert Lasker NoneI don't take renewals for granted, Priya. I'll want to see it move. What would you call a good sign, Daniel?
- Daniel Okafor NoneI'd say a good sign is more of the directors asking questions themselves, and more people active on a typical day, not just the same few. I'd rather not put a number on it that I haven't thought through, so let me come back to you with a proposed measure by the end of next week, alongside the dashboard.
- Rupert Lasker NoneFine. I'll want it on one page.
- Daniel Okafor NoneOne page, yes.
- Holly Tranter NoneCan I ask something practical? If more directors come on, they'll need their access sorted, and I don't think everyone's got a login. We've got room, I just don't know who's been assigned.
- Daniel Okafor NoneGood point, Holly. I'll send you the list of assigned seats today, so you can see who has access and who doesn't.
- Daniel Okafor NoneActually, shall we try the dashboard now, rather than wait? I'll share, Holly, you tell me where to click, and Saskia tells us what goes on it.
- Holly Tranter NoneOkay. I can see the builder. I'll start a new page and call it client review.
- Saskia Mendes NoneOpen vacancies first, then placements this quarter.
- Holly Tranter NoneRight, vacancies is in. Placements is pulling through from the CRM. Invoices will take me a minute, they come from the accounting system.
- Daniel Okafor NoneNo rush at all. This is the part people don't see, it's quite quick once you've done it once.
- Holly Tranter NoneOkay, that's three of the four. Complaints are coming from the helpdesk, and I'll need to pick the right category.
- Saskia Mendes NoneOh, that's good. That's the one page. Rupert, that's what a director would see before a review.
- Rupert Lasker NoneIt's tidy, I'll say that. And that took you, what, a quarter of an hour?
- Holly Tranter NoneAbout that, yes, with a few of us talking over it.
- Saskia Mendes NoneRupert, can I ask for something? Give us until the end of June. If the directors aren't in it by then, I'll be the first to say so.
- Rupert Lasker NoneI'll think about it. I'm not committing today.
- Saskia Mendes NoneFair.
- Priya Raman NoneTotally fair, and I'm not asking you to. What I'd propose: Daniel's session with the directors goes ahead in June, we regroup on usage before the end of the month, and I'll have the renewal terms and the options in your inbox by the middle of the month so you've got everything in front of you.
- Rupert Lasker NoneSend the terms. That doesn't mean I've agreed to them.
- Priya Raman NoneUnderstood. Happy to make this easy.
- Daniel Okafor NoneJust to close the loop, so we're all clear. I'll send Holly the seat list today. Saskia and Holly, you've given me the four items, so I'll polish the dashboard and write the one page measure by the end of next week. Saskia books the directors' session. Priya sends the renewal terms and the options. Rupert, you'll have the one page from me. Did I miss anything?
- Holly Tranter NoneThat's it for me. I'll save the page so it's there when the directors log in.
- Saskia Mendes NoneNothing from me. I'll have invites out tomorrow.
- Rupert Lasker NoneThank you, Daniel. Straight talking helps. I'll read what you send.
- Saskia Mendes NoneSpeak soon. Cheers all.
- Priya Raman NoneThanks everyone. Best, Priya.
- Daniel Okafor NoneThank you all for your time, and for being so open about it. Take care. Best wishes, Daniel.
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