Kingdon Diagnostics / BB-Demo – Qbr
Callcompleted
Kingdon Diagnostics: documents · 2026-05-29 12:15
At the 29 May 2026 QBR the CFO accepted the brain earns its place but questioned unused seats. A small site manager pilot was agreed, and Lewis Kerr advised against buying more. Renewal is 6 Jan 2027.
What was said
What this says
Current to 11 Oct 26At the 29 May 2026 QBR the CFO accepted the brain earns its place but questioned unused seats. A small site manager pilot was agreed, and Lewis Kerr advised against buying more. Renewal is 6 Jan 2027.
What happened: Amara Obi reported no tickets, no overdue invoices and on-time refreshes. Active users average about twenty-eight a day out of 150 licensed, a small dip.
Customer view: Ryan Heslop said every trust pack used to take a morning and he would not go back. Graeme Charlton still worries about unused seats and wants any wider rollout tested first.
Commercial: Lewis Kerr put the order form at £119k a year, matching invoices, and said he would not suggest buying more. Graeme wants the value case alongside the price before any commitment.
Watch: Ryan flagged a change to scheduling reports later in the year that could affect a connector feed. Amara asked to be told so the connector is checked before the change.
Themes
Current to 9 Oct 26Theme
Seat headroom and renewal case
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Ryan Heslop to pick a small group of site managers, with Amara Obi setting up access and agreeing the measure.
- Amara Obi to send the one-page value summary and the formal ninety day renewal notice.
- Lewis Kerr to send the renewal position in writing, with the VAT position stated.
Risks
Current to 9 Oct 26- The CFO is questioning the return on seats paid for and not used, and will not commit without a value case.
- The same core group of contract managers and analysts does the asking, so use is narrow.
- A planned change to scheduling reports could break a connector feed if not checked in advance.
Opportunities
Current to 9 Oct 26- A small site manager pilot could show whether turnaround requests to the analysts fall.
- A short one-side value summary could support a straightforward renewal.
Transcript
Amara Obi NoneHello, can everyone hear me alright?
Graeme Charlton NoneLoud and clear. Afternoon, Amara.
Ryan Heslop NoneAfternoon. Sorry, give me a second, my camera's being awkward.
Lewis Kerr NoneAfternoon all. I'm just coming off another call, so bear with me if I'm a step behind.- Amara Obi NoneNo problem at all. Right, I think that's everyone. For anyone I haven't spoken to properly, I'm Amara, I'm your customer success manager, and Lewis is your account executive. Today is the quarterly review, so I'd like to look at how the brain's been used, anything that's got in the way, and then have a first conversation about the renewal in January. But before all that, what does good look like for you this quarter?
- Graeme Charlton NoneLet's keep it simple. What's changed since we last spoke, and is there anything I should be worried about?
- Amara Obi NoneFair question. Short version: nothing to worry about. Here's what the numbers say. No tickets in the last thirty days, no overdue invoices, and the nightly refresh has been landing on time.
- Graeme Charlton NoneGood. That's the answer I like.
- Amara Obi NoneThe one thing I'll flag, because I always do, is that active users have dipped a little against last quarter. We're averaging about twenty-eight a day, and it was a touch higher before.
- Graeme Charlton NoneOut of how many?
- Amara Obi NoneOut of 150 licensed users. So there's a lot of headroom, which is the polite way of saying a lot of seats nobody's sitting in.
- Graeme Charlton NoneHm. That's the part that makes me ask what the return is.
- Ryan Heslop NoneCan I jump in on that? Because I think the dip is mostly seasonal. We had a couple of people on leave, and one of the contract managers has been out at sites more than usual.
- Amara Obi NoneThat's helpful, thank you, Ryan. Is it the same core group who are in there every day?
- Ryan Heslop NonePretty much. The contract managers and a few of us on the analyst side. It's the same faces. I'd say that's both the strength and the problem.
- Amara Obi NoneRight, and that's what I'd like to dig into. Let me share the usage chart, one second. Can you see that?
- Ryan Heslop NoneYes, I can see it.
- Amara Obi NoneSo this is the trend over the last few months. It's fairly flat, with a small step down this quarter. What I like is that the people who are in there are using it properly. They're looking at each trust's referrals, the reporting-turnaround tickets and the invoices together, which is exactly what you bought it for.
- Graeme Charlton NoneAnd that's the thing my contract managers used to build by hand.
- Ryan Heslop NoneYeah. Every trust pack was a morning's work, give or take. Now it's a question you type in. I wouldn't want to go back.
- Graeme Charlton NoneThen it's earning its place. My concern is the seats we're paying for and not using.
- Amara Obi NoneWhich brings me to my favourite question. Who else should have access? You've got twelve sites. Are site managers or the operations side seeing any of this?
- Ryan Heslop NoneNot really. They get the reports we send round. They don't ask the brain themselves.
- Graeme Charlton NoneI'd be cautious about opening it to everybody. Is there a use that stands up, rather than just handing out logins?
- Amara Obi NoneCompletely agree. Seats for the sake of it don't help anyone. Ryan, if you were picking, where would a site manager actually save time?
- Ryan Heslop NoneTurnaround, I think. When a trust queries how quickly reports are coming back, the site manager currently asks us and we go and find it. If they could ask directly, that's a few requests a week off our plate. I'm hedging, because I haven't counted them.
- Graeme Charlton NoneThen I'd like that tested with a small group before we talk about anything wider. A handful of site managers, a month, see if the requests to you actually fall.
- Amara Obi NoneI like that. Small group, a clear measure, and we look at it together. I can set the access up with you, Ryan, and we'd agree the measure up front so nobody's arguing about it later.
- Ryan Heslop NoneFine by me. I'd pick the people. Some of them will be keener than others.
- Lewis Kerr NoneCan I come in here, just so the commercial side is clear? Because I don't want anyone thinking this is a sales pitch.
- Graeme Charlton NoneGo on, Lewis.
- Lewis Kerr NoneTo put a number on it, the order form is £119,000 a year, and that matches what's been invoiced, so there's no gap between the contract and the billing. You're licensed for 150 users, you're using a fraction of that, and I would not suggest buying more. The usage doesn't support it.
- Graeme Charlton NoneAppreciated. That's not what I normally hear from a supplier.
- Lewis Kerr NoneThe contract runs to 5 Jan 2027, and the renewal date is 6 Jan 2027. What I'd like to do, whatever you decide, is have no surprises. I'll send you the renewal position in writing in good time, with the VAT position stated, so you can take it to whoever needs to see it.
- Graeme Charlton NonePlease do. Though I'd want to see the value case alongside the price. I never commit without one.
- Amara Obi NoneThat's mine to put together. I'll pull a short summary: who's using it, what they ask it, what it replaced, and what the small site manager group shows once we've run it. No jargon, one side of paper if I can manage it.
- Graeme Charlton NoneOne side would be ideal. My board reads very little.
- Amara Obi NoneNoted. I'll also send the formal ninety day renewal notice ahead of time, so the dates are never a worry.
- Ryan Heslop NoneBefore we finish, can I raise one thing? The connectors are all fine at the moment, but we're changing how we do our scheduling reports later in the year. I don't know yet what that does to the feed.
- Amara Obi NoneThank you for saying that now rather than after. Tell me as soon as you know the plan and we'll check the connector before the change, not after. Flat records are how we'd notice a broken source, and I'd rather we never get that far.
- Ryan Heslop NoneWill do. I'll email you once it's agreed on our side.
- Graeme Charlton NoneAnything else I need to know?
- Amara Obi NoneNo, I think that's it. So to recap: Ryan picks a small group of site managers and we set up access, I send the value summary and the notice, Lewis sends the renewal position in writing. Let's get the next QBR in the diary too, before the renewal conversation gets close.
- Lewis Kerr NoneI'll send that over today.
- Graeme Charlton NoneGood. Thank you all. Let's keep it simple and keep it moving.
- Ryan Heslop NoneThanks everyone. Speak soon.
- Amara Obi NoneThanks, all. Have a good afternoon.
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