Pentreath Cold Chain / BG-Demo – Check In
Callcompleted
Pentreath Cold Chain · 18 Aug 2026 14:45
Check-in on 18 Aug 2026. Philip Annear says daily use is under ten of fifty licensed and he cannot say what the £48k buys. He does not want to renew on autopilot. Renewal is 28 Dec 2026.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 18 Aug 2026. Philip Annear says daily use is under ten of fifty licensed and he cannot say what the £48k buys. He does not want to renew on autopilot. Renewal is 28 Dec 2026.
What happened: Philip Annear opened with usage, which Daniel Okafor said had fallen by about a quarter over the last quarter. Under ten people log in on a typical day against fifty licensed.
Customer view: Philip hears nothing about the brain from his team and assumes it saves them nothing. He said he cannot currently say who uses it or what it saves.
Commercial: Payments have been on time, and the price discussed is £48k a year. The term runs to 27 Dec 2026 with renewal on 28 Dec 2026, which is booked, not held.
Watch: A high priority ticket was resolved within the Growth service level. Daniel committed to short account manager sessions and a straight account of use before renewal.
Themes
As at Fri 9 Oct 2026Theme
Declining usage, renewal doubt
Importance
renewal
Sentiment
negative
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 sends Philip the detail on the high priority ticket by the end of the week.
- Philip Annear sends Daniel a name from operations by Friday.
- Daniel runs short account manager sessions over the next couple of weeks, then sends the usage and value account well before renewal.
Risks
As at Fri 9 Oct 2026- Daily use has fallen by about a quarter to under ten of fifty licensed, with most account managers back on spreadsheets and inboxes.
- The Finance Director cannot show what the subscription saves and does not want to renew on autopilot.
- Silence from the team means the problem is invisible to the customer until the invoice or renewal.
Opportunities
As at Fri 9 Oct 2026- Short sessions on real client excursion tickets could show whether the brain gets account managers to answers faster.
- A regular operations user named by the head of operations could bring colleagues along.
Transcript
Daniel OkaforAfternoon, Philip. Thank you for making the time. It's just the two of us, I think, so shall we start?
Philip AnnearAfternoon, Daniel. Yes, just me. Before we do anything else, who's using it? I had a look at the usage summary you sent and it didn't make happy reading.- Daniel OkaforNo, fair enough, and I'd rather we start there than skirt round it. Over the last quarter the number of people logging in on a typical day has come down by about a quarter. On an average day it's now under ten people, and you have fifty licensed.
- Philip AnnearUnder ten out of fifty.
- Daniel OkaforYes. I'm not going to dress that up. Some of that is the summer, people are away, but I don't think holidays explain all of it.
- Philip AnnearWhat do you think does?
- Daniel OkaforHonestly, I'd like to ask you that as much as tell you. When we set it up, the idea was that the account managers would see each client's temperature excursion tickets, orders and contract reviews together. From what I can see, a few of the account managers use it every week, and the rest have drifted back to their old routine.
- Philip AnnearWhich is spreadsheets and inboxes. I'm not surprised. I don't hear them mention it. If I don't hear it mentioned, I assume it's not saving them anything.
- Daniel OkaforThat's a reasonable assumption. Can I ask, when you do hear from the team, is it more that they don't trust what it tells them, or more that they've simply forgotten it's there?
- Philip AnnearForgotten, I think. Nobody's complained to me about it. They just don't bring it up. Which is worse, in a way.
- Daniel OkaforMm. Quiet is not always good news, I agree. There were two tickets from your side in the last month, if that's useful context. One of them was marked high priority.
- Philip AnnearI saw one go past. Was that dealt with?
- Daniel OkaforIt was picked up and resolved within what your Growth service level promises. I'll come back to you by the end of the week with the detail, so you have it in writing rather than from my memory.
- Philip AnnearPlease do. Now, the money. We pay forty-seven and a half thousand a year. That's £47,500. For that I need to be able to say who's using it and what it saves us. Right now I can't.
- Daniel OkaforUnderstood. And you've paid on time throughout, so I don't take that for granted. I think the honest position is that the value is there for the people using it, but it isn't spread across the team the way we both hoped.
- Philip AnnearThen what do we do about it? I don't want to renew on autopilot, Daniel. I'll say that plainly.
- Daniel OkaforI wouldn't want you to. Your term runs to 27 December 2026 and the renewal date is 28 December 2026, so we have a few months. What I'd suggest is that I spend time with the account managers directly, in the next couple of weeks, and find out where it fits into their day and where it doesn't.
- Philip AnnearSpend time how? I don't want them pulled off client work for a training day.
- Daniel OkaforNo, nothing like that. Short sessions, half an hour at most, on their own clients. We look at a real customer of theirs, a real excursion ticket, and see whether the brain gets them to the answer faster. If it doesn't, then we'll know, and I'll tell you so.
- Philip AnnearYou'd tell me if it doesn't.
- Daniel OkaforI would. It's better for both of us than you finding out at the invoice.
- Philip AnnearQuite. I don't like surprises on an invoice. Who owns this on your side now? I had Tom's name down as the account owner.
- Daniel OkaforTom Ashdown is still the name on the account for the commercial side, and I'm your day to day contact. For anything about how it's being used, come to me.
- Philip AnnearFine. And on our side, who should you speak to? I'd rather not be the only door.
- Daniel OkaforThat's a good point. Is there someone in operations who's been a regular user, someone the others listen to? I'd like to work with one of the people who does use it and see if they'd bring the rest along.
- Philip AnnearI'll ask the head of operations who's been in it regularly. I'll send you a name by Friday.
- Daniel OkaforPerfect. Just to close the loop, then. I'll send you the detail on the high priority ticket by the end of the week. You'll send me a name from operations by Friday. I'll set up the short sessions with the account managers over the next couple of weeks, and then I'll come back to you with a straight account of who's using it and what it's saving.
- Philip AnnearAnd before the renewal comes up, send it to me in good time. I want it well before the end of the year.
- Daniel OkaforOf course. You'll have it with plenty of notice, and with the usage picture alongside it, so you're not asked to decide blind.
- Philip AnnearGood. Thank you, Daniel.
- Daniel OkaforThank you, Philip. Best wishes to you and the team. Speak soon.
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