Grisedale Search & Selection / BB-Demo – Check In
Callcompleted
Grisedale Search & Selection: documents · 2026-05-13 15:00
Marcus Bell's 13 May 2026 check-in with Lauren Pilkington found usage broadening across new consultants and one self-caused ticket. He offered the dashboards builder, which nobody had built yet, and they started the first one on the call.
What was said
What this says
Current to 11 Oct 26Marcus Bell's 13 May 2026 check-in with Lauren Pilkington found usage broadening across new consultants and one self-caused ticket. He offered the dashboards builder, which nobody had built yet, and they started the first one on the call.
What happened: Marcus reviewed the first weeks on Growth, with 40 licensed users and active use up by well over half on the previous quarter. Lauren said the two new consultants had not stopped using it.
Customer view: Lauren was relaxed and positive. She said use had spread beyond her and a couple of senior consultants, so holiday cover is no longer a worry.
Commercial: Nobody had built a dashboard, and Lauren thought one would save hours on Monday mornings for Stuart. Marcus said the next renewal is 1 May 2027.
Watch: The one recent ticket came from a setting Lauren changed without telling anyone. Marcus asked to be told of system changes so he can watch that source.
Themes
Current to 9 Oct 26Theme
Growth adoption and dashboards
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell and Lauren build the first Monday morning dashboard together straight after the call.
- Marcus books a longer dashboard session for the following week.
- Lauren tells Marcus whenever she changes a connected system so he can watch that source.
Risks
Current to 9 Oct 26- A customer-side system change broke the shared mailbox source, and Lauren only told BB-Demo afterwards.
- Managing Director Stuart Haworth was not on the call and his views are only relayed by Lauren.
Opportunities
Current to 9 Oct 26- The Growth dashboards builder is unused and could give Stuart the Monday morning numbers he asks for.
- Wider use across new consultants builds a stronger case for the 1 May 2027 renewal.
Transcript
Lauren Pilkington NoneHiya. Quick one before we start, one of the consultants asked me this morning whether she can see client complaints on the same page as the open roles. I said I thought so, but I wasn't sure.
Marcus Bell NoneAfternoon, Lauren. Yes, I think that's doable, it depends how your helpdesk fields are set up. Let me share my screen and I'll show you where it sits. Can you see that?- Lauren Pilkington NoneYep, I can see it. Oh, that's the client page. Right, so it's just a case of adding the complaints section.
- Marcus Bell NonePretty much. I'll walk you through it in a minute, but first I'd like to cover how the first few weeks on Growth have gone, if that's okay. I've pulled the numbers.
- Lauren Pilkington NoneGo for it. I think it's gone well, but you tell me.
- Marcus Bell NoneIt has. You've got 40 licensed users now, and the number of people active in a typical month is a bit over six on average. That's up by well over half compared with the previous quarter, which is a good jump.
- Lauren Pilkington NoneHa, that's the new consultants. The two I got on in the second week haven't stopped. One of them asks it things in the middle of calls. I told her she's allowed.
- Marcus Bell NoneGood. And it's spread across more people, which is what you want. Before it leaned on you and a couple of the senior consultants. Now it's wider, so if anyone's off, it carries on.
- Lauren Pilkington NoneThat's a relief, honestly. I used to dread holiday season.
- Marcus Bell NoneUnderstood. Tickets next. There's been one in the last month, and none of them were urgent. Was that the one about the shared mailbox not loading?
- Lauren Pilkington NoneYes. That was us, I changed a setting and didn't tell anyone. Sorry. Your lot fixed it quick though.
- Marcus Bell NoneNo need to apologise, it happens. It's worth telling me if you change a system, though, because then I can watch that source after. Happy to do that.
- Lauren Pilkington NoneWill do. I'll drop you a line next time. Quick question, with more users, is the brain going to get slower? Stu keeps asking.
- Marcus Bell NoneNot at this level, no. And I'd be careful with promises beyond that, so if you notice it getting sluggish, tell me and I'll take it to the engineers. But nothing in what I'm seeing suggests a problem.
- Lauren Pilkington NoneOkay. Good. I'll tell him.
- Marcus Bell NoneNow, the thing I wanted to flag. Growth comes with the dashboards builder, and nobody at Grisedale has built one yet. Is that something you'd want?
- Lauren Pilkington NoneOoh. Like what? Can the consultants see that? What would we even put on it?
- Marcus Bell NoneWell, a couple of ideas. Open roles by client. Which clients have gone quiet for a while. Complaints by month. You said the consultants like seeing complaints before they ring, so a view showing the whole picture might help Stuart too.
- Lauren Pilkington NoneStuart would love anything with a chart on it. Honestly, that'd save us hours on Monday mornings, when he asks for the numbers.
- Marcus Bell NoneRight, then let's do one for Monday mornings. Do you want to try building the first one together? I can stay on after this, if you've got time.
- Lauren Pilkington NoneI've got ten minutes after this. Is that enough?
- Marcus Bell NoneIt's enough for a first go. Then I'll book a longer session for the rest. Shall we say next week?
- Lauren Pilkington NoneYes. Perfect. Oh, and for the record, Stu was really pleased with how the renewal ended up, he just doesn't say it.
- Marcus Bell NoneThat's good to hear. Your next renewal is not until 1 May 2027, so we've got plenty of runway, and the quarterly reviews will keep us in touch between now and then.
- Lauren Pilkington NoneBrilliant. Right, let's have a go at that dashboard then. Which bit do I click?
- Marcus Bell NoneTop left, there, the builder. Go on, you drive and I'll talk you through it.
- Lauren Pilkington NoneOh, that's actually quite good. Right, I'd better run, I've got a consultant waiting. Ta, Marcus.
- Marcus Bell NoneThanks, Lauren. I'll send the notes and a time for next week. Speak soon.
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