Pentreath Cold Chain / BG-Demo – Check In
Callcompleted
Pentreath Cold Chain · 10 Feb 2025 13:30
Philip Annear, Finance Director, asked who uses the brain and what it saves. Eleven of fifty licensed users are active on an average day. Daniel Okafor has no pound figure for value and agreed to produce one before renewal.
What was said
What this says
As at Fri 9 Oct 2026Philip Annear, Finance Director, asked who uses the brain and what it saves. Eleven of fifty licensed users are active on an average day. Daniel Okafor has no pound figure for value and agreed to produce one before renewal.
What happened: Daniel Okafor, Customer Success Manager, held a check-in with Philip Annear, Finance Director, on 10 Feb 2025. Average daily active use was eleven of fifty licensed users, a few percent down on the previous quarter.
Customer view: Philip asked what the brain saves and said he still has no answer he can repeat. Daniel admitted there is no pound figure because the value has never been measured.
Commercial: The term runs to 27 Dec 2025 at £48k a year, with renewal on 28 Dec 2025. Philip does not renew on autopilot and wants the value measure before he is asked to renew.
Watch: Use is mostly account managers, with depots and operations lighter. Daniel committed to a short note on usage by team and time saved.
Themes
As at Fri 9 Oct 2026Theme
Usage and value case
Importance
renewal
Sentiment
mixed
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 speak to account managers, introduced by Philip's colleague, about review preparation time.
- Daniel to send Philip a short note, numbers first, on usage by team and time saved, well before renewal.
- BG-Demo to send the renewal in good time, with warning of any price change.
Risks
As at Fri 9 Oct 2026- The finance director has no value figure to set against the cost and will not renew automatically.
- Only eleven of fifty licensed users are active on an average day, a few percent down on the previous quarter.
- Depots and wider operations use the brain lightly, so adoption rests on the account managers.
Opportunities
As at Fri 9 Oct 2026- A measured time-saved figure from the account managers could give Philip the value case he asked for.
- Depots and operations are the lever for wider adoption if they see a need.
Transcript
Daniel OkaforAfternoon, Philip. Thank you for making the time. It's just the two of us today, I think. Can you hear me all right?
Philip AnnearAfternoon, Daniel. Yes, fine. Just us.- Daniel OkaforGood. How's the week treating you? I saw it was blowing a gale across the Bristol Channel over the weekend.
- Philip AnnearIt was. Two trailers delayed and a lot of paperwork. Usual for February. Who's using it at the moment? That's where I'd like to start.
- Daniel OkaforStraight in, I like it. So on an average day we're seeing about eleven people active in the brain. That's a touch down on the previous quarter, by a few percent. Not a dramatic dip, but I won't pretend it isn't there.
- Philip AnnearEleven. Out of fifty.
- Daniel OkaforOut of fifty licensed, yes. I know that's the number you'll be looking at.
- Philip AnnearIt is. Why down? Is something wrong with it?
- Daniel OkaforNo, I don't think so. There's nothing in the system pointing at a fault, and there were no tickets this past month, none at all. My honest guess is the Christmas period pulled the average down, with people off. But I'd rather say it's a guess and watch it than tell you it's definitely that.
- Philip AnnearMm. So we pay for fifty and eleven turn up.
- Daniel OkaforI'd put it slightly differently, if you don't mind. Eleven are in on a typical day, but more people than that will have used it across a month. Still, I take the point, and it's why I'd like to look at it team by team rather than hide behind an average.
- Philip AnnearGo on, then. Which teams?
- Daniel OkaforIt's mostly the account managers, which is what we expected. They're bringing a client's temperature-excursion tickets, orders and contract reviews together before a conversation. The depots and the wider operations side are much lighter. If there's a lever, that's where it is.
- Philip AnnearOperations won't use anything that isn't in front of them already. They've got enough screens.
- Daniel OkaforRight, and that's useful to hear. Honestly, I wouldn't push it on people who don't need it. The question for me is whether the people who should be using it are. How is the account management team finding it, from what you hear?
- Philip AnnearI hear nothing. Which I take as acceptable. Nobody's complained to me.
- Daniel OkaforThat squares with support. Quiet on tickets, nothing high priority, nothing waiting on us. And on the money side, nothing overdue that I can see, so that's all tidy.
- Philip AnnearIt had better be. What does it save us, Daniel? I asked that last time and I'm still not sure I've got an answer I can repeat.
- Daniel OkaforFair, and I owe you a better one. What I can say is what the team tell me: they walk into a client review with the whole picture instead of chasing it across several places. What I can't give you is a figure in pounds, because we've never measured it together, and I'd sooner say so than make one up.
- Philip AnnearThen measure it. Not an essay. Something I can put next to the cost.
- Daniel OkaforAgreed. What if I sit down with a couple of your account managers and ask them, in plain terms, how long a client review takes to prepare now against before? It's rough, but it's honest, and it gives you something real to put next to the contract.
- Philip AnnearThat would do. I'd want it before I'm asked about renewing.
- Daniel OkaforUnderstood. And for the record, the contract runs to 27 December 2025, with renewal on 28 December 2025, so there's a good while yet. You're contracted at forty-seven thousand five hundred pounds a year, and that's what's been invoiced, so nothing's changed on that front.
- Philip AnnearGood. Send me the renewal in good time when it comes round. I don't renew on autopilot, and I don't pay what I haven't been warned about.
- Daniel OkaforYou've told me both more than once, and I've written them down. You'll get plenty of warning, and Tom will be in touch on the commercial side nearer the time.
- Philip AnnearFine. Anything else?
- Daniel OkaforJust one thing. Could you give me a name or two in account management I could talk to? Whoever you think would be straight with me about how they actually use it.
- Philip AnnearI'll ask my colleague who runs the account managers and have her get in touch with you. She'll be straight, I can promise you that.
- Daniel OkaforLovely. Then just to close the loop: I'll speak to the account managers, put together a short note, numbers first, on usage by team and on time saved, and I'll come back to you once I have it. I'll make sure you see it well before renewal comes up.
- Philip AnnearGood. That's all from me. Thank you, Daniel.
- Daniel OkaforThank you, Philip. Best wishes to you and the team, and good luck with the trailers.
- Philip AnnearGoodbye.
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