Pentreath Cold Chain / BG-Demo – QBR
Callcompleted
Pentreath Cold Chain · 19 May 2025 11:30
Finance Director Philip Annear sees about ten of fifty seats active and wants a value story for the board before he signs. Analyst Dan Hosken himself suggested cutting idle seats. The renewal is at risk of shrinking.
What was said
What this says
As at Fri 9 Oct 2026Finance Director Philip Annear sees about ten of fifty seats active and wants a value story for the board before he signs. Analyst Dan Hosken himself suggested cutting idle seats. The renewal is at risk of shrinking.
What happened: QBR with Finance Director Philip Annear and analyst Dan Hosken. About ten of fifty licensed users are active on an average day, down a little on the quarter before.
Customer view: Dan says the core group use it heavily and the edges are patchy. Philip wants something he can say to the board and does not renew on autopilot.
Commercial: Growth at £48k a year, invoices match the order form and nothing is overdue. Dan raised trimming seats and Philip agreed: pay only for what is used.
Watch: The term runs to 27 Dec 2025 with renewal on 28 Dec 2025. The evidence does not show what happened at renewal.
Themes
As at Fri 9 Oct 2026Theme
Usage and value before renewal
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- Dan Hosken sends Daniel Okafor the names of the busiest account managers on the day of the call.
- Daniel Okafor gathers their comments and a usage picture, including idle seat holders, and returns to Philip Annear by the end of the following month.
- Daniel Okafor brings the renewal to Philip Annear in good time before 28 Dec 2025.
Risks
As at Fri 9 Oct 2026- Only about ten of fifty licensed seats are active, so the Growth renewal may be resized downwards.
- BG-Demo has no hard figure for what the brain saves, and the Finance Director needs one for the board.
- Some users forget the brain is there, which points to a habit and adoption gap.
Opportunities
As at Fri 9 Oct 2026- Quotes from the three busiest account managers could give the Finance Director the value story he asked for.
- A right-sized seat count agreed openly could protect the renewal and build trust.
Transcript
Daniel OkaforMorning, both. Thank you for your time. Philip, Dan, can you both hear me? I can see the two of you, so I think everyone's here.
Dan HoskenMorning, Daniel. Yes, all fine here. Sorry, give me a second, I'm just closing a spreadsheet so I can give this my full attention.
Philip AnnearMorning. Who's using it, Daniel? Let's start there.- Daniel OkaforStraight in, lovely. So the honest picture is that you have fifty licensed users and, on an average day over the last month, about ten of them have been active. That is down a little on the quarter before. Not a collapse, but I won't dress it up.
- Philip AnnearDown. Why down?
- Daniel OkaforThat's partly what I wanted to ask Dan, because he sees the day-to-day. I have a few thoughts, but you'll know better than I do.
- Dan HoskenI think it's a couple of things, to be fair. Some of the account managers have been out visiting clients, so they're not at their desks. And one or two people who used it a lot early on have moved onto other work, so they've dropped off.
- Philip AnnearSo the people who are left, are they still getting something from it?
- Dan HoskenYes. The ones who use it, use it a lot. They pull up a client's excursion tickets, orders and contract reviews together instead of opening three screens. I'd say the core group is solid, it's the edges that are patchy.
- Daniel OkaforThat matches what I see. The regular users are consistent. It's the occasional ones who come and go. How is the team finding it, Dan, when you speak to them directly?
- Dan HoskenMostly positive. A few say they forget it's there, which is more of a habit thing than a complaint. I've tried reminding people at the Monday catch-up.
- Philip AnnearForgetting it's there isn't a good sign when I'm paying for it. What does it save us, Daniel? I need something I can say to the board.
- Daniel OkaforFair challenge. The clearest thing is time before client reviews, because the account manager has the whole picture in one place rather than assembling it. I can't give you a precise figure from our data, and I'd rather not invent one. What I can do is ask the heavy users to put it in their own words, and we could capture two or three of those for you.
- Philip AnnearTheir words would help. Better than a chart.
- Daniel OkaforThen I'll do that. Dan, would you be able to point me at the right two or three people?
- Dan HoskenYes, easily. I'll send you names after this. I'd say the three busiest account managers are the ones.
- Daniel OkaforPerfect. Now, on the support side, one ticket in the last month, and nothing high priority. Dan, did it get resolved to your satisfaction?
- Dan HoskenYes, it was sorted without any drama. Quick reply, and it was a small question on my part really.
- Daniel OkaforGood. And nothing overdue on invoices. You're on Growth at forty-seven thousand five hundred a year, and the invoices agree with the order form. Philip, no surprises there?
- Philip AnnearNo surprises. Which is how I like it.
- Daniel OkaforGood. I'd like to look ahead to the end of the term, if that's all right. It runs to 27 Dec 2025, with the renewal on 28 Dec 2025.
- Philip AnnearI know. Send me the renewal in good time, as I always say. And I want the usage story straight before I sign. I don't renew on autopilot.
- Daniel OkaforUnderstood completely. So what I'd suggest is this: between now and then, we work on the usage, I gather those few quotes, and when I come to you with the renewal it comes with a clear picture of what's being used and by whom.
- Dan HoskenCan I suggest something on the usage? There are a lot of seats among the people who rarely log in. If we're honest, we might look at who really needs one.
- Philip AnnearThat's a sensible thought. Don't pay for what's not used.
- Daniel OkaforI'm glad you raised it, Dan. I'd rather we looked at that openly than have it sit there. Let's get the picture together first, and then we can talk about what the right size looks like, with no pressure either way. I'll come back to you by the end of next month with that.
- Philip AnnearGood. Do that.
- Dan HoskenSounds fine to me. I'll send the names this afternoon.
- Daniel OkaforJust to close the loop on actions: Dan sends me the names of the busiest users, I gather their comments, and I come back with a usage picture, including who holds a seat and doesn't use it. Philip, you get it in plenty of time. Have I got that right?
- Philip AnnearThat's it. Thank you, Daniel.
- Daniel OkaforThank you both. Best wishes to the team. Speak soon.
- Dan HoskenCheers, Daniel. Bye.
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