Pentreath Cold Chain / BG-Demo – QBR
Callcompleted
Pentreath Cold Chain · 11 Nov 2024 13:15
11 Nov 2024 QBR with Philip Annear and Dan Hosken. Daily use is up from a small base, one connector ticket was fixed the same day, and Philip wants something for the board on what the brain delivers before the renewal.
What was said
What this says
As at Fri 9 Oct 202611 Nov 2024 QBR with Philip Annear and Dan Hosken. Daily use is up from a small base, one connector ticket was fixed the same day, and Philip wants something for the board on what the brain delivers before the renewal.
What happened: Daniel Okafor reported about eleven daily active people, up from nine or so, against fifty licensed users. Dan Hosken described one connector that stopped loading after he changed a helpdesk field, fixed the same day.
Customer view: Dan says people trust the brain more and manual exports for contract reviews have mostly stopped. He would not put a number on the time saved.
Commercial: Philip Annear, the Finance Director, asked when the renewal is due and wants the paper in good time. He asked for something he can put in front of the board that says what the company gets for it.
Watch: the evidence does not show a measured saving. Headroom on licences is real, but Philip wants the supervisors' problem confirmed before anyone gets a login.
Themes
As at Fri 9 Oct 2026Theme
QBR usage and value
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to send a usage summary and connector list by the end of the following week.
- Dan Hosken to ask the satellite depots about supervisor logins and report back.
- Tom Ashdown to send Philip Annear the renewal in good time.
Risks
As at Fri 9 Oct 2026- The Finance Director has no measured saving to show the board, so the renewal rests on an unquantified value case.
- A connector broke after the customer changed a helpdesk field without telling BG-Demo, and it could happen again.
Opportunities
As at Fri 9 Oct 2026- Depot supervisors could be the next group of users, given about eleven active against fifty licensed, if they confirm the need.
Transcript
Daniel OkaforGood afternoon, Philip, afternoon, Dan. Thank you both for your time. Is it just the two of you today, or is anyone else joining?
Dan HoskenAfternoon. Just us two, I think. Bryony sends her apologies, she's tied up with month-end things.
Philip AnnearAfternoon. Let's start with the usage, please. Who's using it?- Daniel OkaforHappy to. Good news here, actually. We're averaging about eleven active people a day, and that's up around a fifth on the previous quarter. It's the best direction of travel since you went live.
- Philip AnnearA fifth. From what to what?
- Daniel OkaforFair challenge. It was nine or so before and it's eleven now, so it's a small base, I'd rather you heard that from me. But the shape matters: it's more account managers coming back regularly, not one or two people doing all of it.
- Dan HoskenThat fits what I see. I get fewer requests to pull things out manually. Two of the account managers had me set up saved questions for their top clients, and now they just ask the brain themselves.
- Philip AnnearSo less work for you.
- Dan HoskenA fair bit less, yes. Particularly around the contract reviews. Before, I'd be exporting from the CRM and the helpdesk and lining them up in a spreadsheet. That has mostly stopped.
- Philip AnnearGood. That's a real thing. How much time, roughly?
- Dan HoskenI'd be guessing. I'd say a good part of a day each month, but I haven't timed it, so don't put me down for a number.
- Daniel OkaforI'll note it as a part of a day rather than a figure, and we can measure it properly if it matters for the renewal. Philip, is that useful for the picture you need?
- Philip AnnearIt helps. I'll want something I can put in front of the board that says what we get for it. Keep going.
- Daniel OkaforRight. On the technical side, Dan, there was one ticket last month. Shall I recap, or would you rather?
- Dan HoskenI'll do it. One of the connectors stopped loading records after we changed a field on the helpdesk side. I raised it, and it was marked as high priority because the excursion tickets weren't coming through for a morning.
- Daniel OkaforAnd I think that was fixed the same day. The sync picked up the new field mapping and caught up overnight.
- Dan HoskenIt was. Response was quick, I'd no complaints. The only thing I'd say is that I should have told someone before I changed the field.
- Daniel OkaforThat happens everywhere, honestly. If you're planning another change, drop me a line beforehand and we'll check the mapping together. It's a five minute conversation and it saves a broken morning.
- Philip AnnearSo one ticket, fixed, no lingering damage.
- Daniel OkaforCorrect. And nothing overdue on the invoice side either, which I believe Bryony's confirmed with Tom.
- Philip AnnearShe has. I don't like surprises, you'll recall.
- Daniel OkaforI do. Which brings me to the other thing I wanted to talk about, which is the licence. You've got fifty licensed users and about eleven active, so we have room. Dan, where do you think the next group of people might come from?
- Dan HoskenHonestly, the depot supervisors. At the moment they phone the account managers to ask about excursions. If they could look it up themselves, that would save a lot of calls. But I haven't asked them, so that's my view, not theirs.
- Philip AnnearI'd want to know the calls are really a problem before anyone is given a login. Ask them first.
- Dan HoskenYes, I'll do that. I can ask the satellite depots this week and tell you what they say.
- Daniel OkaforThat would be ideal. I could also join a short session with the supervisors, if it's helpful, and show them how the questions work. Nothing heavy, thirty minutes at most.
- Philip AnnearOnly if they say yes. Now, the renewal. Daniel, when's it due?
- Daniel OkaforThe term ends on 27 Dec 2024 and renews from 28 Dec 2024. Tom owns the commercial side and he'll be in touch about it. The contracted figure is £43,100 a year and that matches what's been invoiced.
- Philip AnnearRight. Send me the renewal in good time, please. I'll look at it against what we've said today.
- Daniel OkaforI'll make sure Tom knows. And I'll send you a written summary of today's review so you've got the usage and the ticket history in one place.
- Dan HoskenCould that include the connector list? I'd like to check we still have everything we need switched on.
- Daniel OkaforOf course. I'll list the connectors and what each one is loading, so you can tell me if anything's missing.
- Philip AnnearGood. Is there anything else, or are we done?
- Daniel OkaforJust to close the loop: usage summary and connector list from me, by the end of next week. Dan, you'll let me know what the depot supervisors say, and Philip gets the renewal from Tom in good time. How is the team finding it overall, Dan? Just a gut feeling.
- Dan HoskenBetter than six months ago. People trust it more. They used to double check everything against the source, and now they mostly don't.
- Philip AnnearThat's worth hearing. Thank you both.
- Daniel OkaforThank you, Philip, thanks Dan. Speak soon.
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