Delancey Haig / BB-Demo – Check In
Callcompleted
Delancey Haig: documents · 2026-06-29 10:00
Saskia Mendes said the brain has slipped out of the directors' routine and she cannot yet justify £44,000 a year to her leadership. Invoices are not in question. Daniel Okafor promised a usage picture and renewal options.
What was said
What this says
Current to 12 Oct 26Saskia Mendes said the brain has slipped out of the directors' routine and she cannot yet justify £44,000 a year to her leadership. Invoices are not in question. Daniel Okafor promised a usage picture and renewal options.
What happened: On the 29 Jun 2026 check-in, Saskia described a complaint a director missed because nobody asked the brain. Daniel confirmed that logins and questions have fallen, there are no tickets, and the refreshes are completing.
Customer view: Saskia thinks the product is right but the habit has gone, and she wants a value answer for her leadership. She said finance has no issue with the invoices.
Commercial: The Growth term ends on 2 Jul 2026 and the renewal date is 3 Jul 2026. Saskia asked for options including fewer seats, which Daniel said sits with Priya Raman.
Watch: A large share of questions comes from Saskia and one other person, a key-person risk. The evidence does not show the renewal outcome.
Themes
Current to 9 Oct 26Theme
Adoption decline before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends the usage picture and a renewal note with options by Wednesday, after checking them with Priya Raman.
- Daniel checks every connector for stalled records before the Thursday session at 10:00.
- Saskia sends the director names and her examples of contractor invoices caught early.
Risks
Current to 9 Oct 26- Usage on the Growth plan has fallen to a handful of people, so the renewal value case is weak.
- A large share of questions comes from Saskia and one other person, a key-person risk.
- Saskia asked about fewer seats, so a downsized renewal is possible.
Opportunities
Current to 9 Oct 26- Short group sessions on directors' own clients could rebuild the habit.
- Early catches of contractor invoice mismatches could form the value case.
Transcript
Daniel Okafor NoneGood morning, Saskia. Can you hear me alright? Thank you for making the time, I know this week is busy for you.
Saskia Mendes NoneMorning Daniel, yes, loud and clear. Sorry, one second, I'm just shutting the door. Right. That's better, the floor is quite noisy today.- Daniel Okafor NoneNo rush at all. Just to check, it's only the two of us on today?
- Saskia Mendes NoneJust me. Everyone else is in client reviews, which is sort of the point, isn't it. Actually, let me tell you what happened on Thursday, because it's why I was glad this call was in the diary.
- Daniel Okafor NonePlease do.
- Saskia Mendes NoneOne of our client-account directors went into a review with a long-standing client, and the client raised a complaint about a placement. The director had no idea. It was sitting in someone's inbox. Afterwards she said to me, 'I thought the brain was supposed to catch this.' And I had to say, well, it would have, if we'd been asking it.
- Daniel Okafor NoneMm. That's a hard conversation to have. And thank you for being straight about it, I'd rather hear it from you than guess.
- Saskia Mendes NoneWell, I'm not going to pretend. You'd see it anyway. It's the reason I wanted this check-in.
- Daniel Okafor NoneRight. So let me tell you what I can see from my side, and then you can tell me what it looks like from yours. Is that alright?
- Saskia Mendes NoneGo on.
- Daniel Okafor NoneOver the last quarter, the number of people actually logging in has fallen away quite sharply. You've got forty seats on the Growth plan, and at the moment a handful of people are using them in any given month. Questions being asked have gone the same way. There's still activity, mostly from you and a couple of others, but it's a long way from where it was when we went live.
- Saskia Mendes NoneYeah. That matches what I'd say. A handful is generous, some weeks. It's me, one director who's really good with it, and then people dipping in and out.
- Daniel Okafor NoneAnd the other thing I noticed is there's nothing in the ticket queue. No tickets at all for the last month. Which normally I'd be pleased about, but alongside the usage I read it differently. I don't think it means everything is working perfectly.
- Saskia Mendes NoneNo, it doesn't. Nobody's raising anything because nobody's using it enough to hit a problem. If a connector had broken, I honestly don't know that we'd have noticed.
- Daniel Okafor NoneThat's useful to know. For what it's worth, the data side looks healthy, the nightly refreshes have been completing, and there's nothing overdue on the account either. So this isn't a technical problem as far as I can tell. It's about habit.
- Saskia Mendes NoneIt's habit. Completely. Can I be blunt about it?
- Daniel Okafor NonePlease.
- Saskia Mendes NoneWhen we launched, the directors loved the first few weeks. They could see vacancies, placements, invoices, complaints, all on one page per client. And then the quarter got busy, and the reviews went back to the old way. Somebody builds a pack by hand from the usual exports, everyone's used to that pack, and it feels safer. The brain became the thing you could check, rather than the thing you started from.
- Daniel Okafor NoneMm. And I think that's quite a common pattern, to be fair. The first enthusiasm is carried by the champion, and then it needs somebody in each team who owns it. How is the team finding it, when they do use it? Is it that it's not good, or that it's not the habit?
- Saskia Mendes NoneNot that it's not good. The people who use it say it's good. One of the directors told me last week it's the fastest way to see what a client has actually been billed against what we placed. The problem is the others don't know it can do that, or they've forgotten, or they think it's slow to set up a question.
- Daniel Okafor NoneRight, so some of it is simply knowing what to ask.
- Saskia Mendes NoneYes. Which is, honestly, partly on me. I stopped running the sessions. I was meant to do a refresher every few weeks and it slid.
- Daniel Okafor NoneI wouldn't put it on you alone. We should have been nudging that as well. Just to close the loop on that, we did the onboarding sessions and the first review, and after that I think we both assumed it was carrying itself.
- Saskia Mendes NoneSure. Fine. Whoever's fault it is, what do we do? Can we make it simpler? Because I don't think the answer is another long training deck.
- Daniel Okafor NoneNo, I agree. Can I suggest something small and see if it fits? Rather than a general training session, I'd sit with the directors in groups, short, maybe half an hour, and build on their own clients. Each of them leaves with two or three questions saved that they'd actually use before a review.
- Saskia Mendes NoneTheir own clients. Yes. That's the bit that works. What did the client actually say, what did we bill them, what's open. If it's their client, they'll care.
- Daniel Okafor NoneExactly. And the complaint you mentioned from Thursday, that would be a good one to start with. We could show how that would have appeared before the review.
- Saskia Mendes NoneOh, that's good. She'd come to that. She's a bit cross, actually, so she might be the best advocate you could have.
- Daniel Okafor NoneHa. Cross people make good advocates. Alright, I'll note that.
- Saskia Mendes NoneNow, Daniel, I need to talk about the renewal. I know it's close.
- Daniel Okafor NoneIt is. The current term ends on 2 Jul 2026, and the renewal date is 3 Jul 2026. So we're days away, and I'd rather talk about it openly than let it creep up on both of us.
- Saskia Mendes NoneRight. So here's my honest position. I think the product is right for us. I do. But if somebody on our leadership team looks at what we pay, the forty seats and the usage, they will ask what we're getting for forty-four thousand a year, and at the moment I don't have a great answer.
- Daniel Okafor NoneThat's fair. And I'd rather you could answer it properly than defend it badly. Let me make sure I've got the contract right in my own head. You're on Growth, it's £44k a year on the order form, and the invoices have matched that, so there's no confusion on the numbers.
- Saskia Mendes NoneNo confusion on the numbers, no. Finance have never had a problem with the invoices. It's the value question, not the money question.
- Daniel Okafor NoneUnderstood. That helps me, because it tells me what to put in front of you. Not a sales document, a straightforward picture of how the brain has been used since you went live, and what it's been used for.
- Saskia Mendes NoneWould that show who's been asking the questions? Because if it's mostly me, that's a problem in itself and I'd rather know.
- Daniel Okafor NoneIt can show that. And I'll be honest with you, it will show that a large share comes from you and one other person. That's a risk, in the sense that if either of you were away, the usage would nearly stop. But it's also, I think, a starting point.
- Saskia Mendes NoneRight. A starting point. Okay. I can live with that framing.
- Daniel Okafor NoneI'd also like to show you where it paid off, even if it's small. Things like the invoice disputes with contractors that got caught early. You told me back at the beginning that was something you cared about.
- Saskia Mendes NoneIt was. And that did happen, a couple of times. I just never wrote it down anywhere. Somebody spotted a mismatch between what we'd paid a contractor and what we'd billed the client, and we fixed it before it turned into a row.
- Daniel Okafor NoneThen that's the sort of thing to capture. If you can give me even a rough idea of when it happened, I can look at the activity around it and see what was asked.
- Saskia Mendes NoneI'll dig through my messages. Probably a few months ago, maybe more. I'll send you what I find.
- Daniel Okafor NoneThat would be great, thank you. And, Saskia, on the renewal itself, I'm not going to push you into a decision on this call. You've said what you need, which is something you can take to your leadership. Does that sound right?
- Saskia Mendes NoneThat sounds right. But I do need to be realistic about time. They won't want to sign something blind, and they won't want to sign it on the last day.
- Daniel Okafor NoneNo. So here's what I can do. I'll put together the usage picture and a short note on the renewal paperwork and where it stands, and I'll come back to you by Wednesday with both. That gives you a day or so before the date.
- Saskia Mendes NoneWednesday. Good. Can you also include what happens if we want to change the shape of it? Fewer seats, say. I'm not saying we will. I just want to know the options before someone asks me.
- Daniel Okafor NoneUnderstood. I'll be careful with that one, because it isn't mine to decide alone, the commercial side sits with Priya. I'll talk to her today and make sure the options in the note are ones we can actually stand behind.
- Saskia Mendes NonePriya Raman, yes. Fine. Please tell her I'm not trying to play games. I'd just rather go in with the real picture.
- Daniel Okafor NoneI'll tell her exactly that. She'll appreciate it.
- Saskia Mendes NoneOkay. Good. Now, practical thing. If I get three directors into a session this week, can you do it? Thursday, say?
- Daniel Okafor NoneLet me check my diary, one moment. Mm. Thursday morning works for me. Would an hour at ten suit them, or is that too tight with reviews?
- Saskia Mendes NoneTen should be fine for two of them. The third has a review at eleven but she'll want the practice, so she can come for half of it and I'll catch her up.
- Daniel Okafor NoneThat works. If you let me have the names, I'll look at their clients beforehand and set up a couple of real questions for each, so it isn't a demo on someone else's data.
- Saskia Mendes NoneI'll send you the names this afternoon. And Daniel, one more thing, and then I'll let you go.
- Daniel Okafor NoneOf course.
- Saskia Mendes NoneIf the connectors need looking at, if something's gone stale because we changed something at our end and nobody told you, I'd rather you checked than assumed. We moved a couple of things around in the spring and I honestly can't remember who told whom.
- Daniel Okafor NoneThat's a good call, and I'm glad you said it. I'll go through every connector this week and check the records are still coming in as they should. If anything's quietly stopped loading, I'd want to know before the session so the directors aren't asking questions of old data.
- Saskia Mendes NoneBrilliant. That would be a relief, actually. Because that would be a very annoying way to lose their confidence a second time.
- Daniel Okafor NoneAgreed. So just to close the loop, let me read back what we've got. I'll send the usage picture and the renewal note, with the options, by Wednesday. I'll check the connectors before Thursday. We have the session on Thursday at ten, with the names from you this afternoon. And you'll look for the examples of the contractor invoices being caught early.
- Saskia Mendes NoneThat's it. And I'll have a word with my own leadership so they're not surprised when the paperwork lands.
- Daniel Okafor NoneThank you. And, Saskia, I do want to say, I'd much rather have this conversation honestly with you than have a pleasant one that doesn't help. You've always been straight with me and I'm grateful.
- Saskia Mendes NoneHa, well, it's easier than pretending. Right, I'd better get back to it. Thanks, Daniel.
- Daniel Okafor NoneSpeak soon. Best wishes, and good luck with the reviews.
- Saskia Mendes NoneCheers. Bye.
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