Kingdon Diagnostics / BG-Demo – Check In
Callcompleted
Kingdon Diagnostics · 4 Feb 2026 12:45
Graeme Charlton, CFO, heard that active users are more than three times the previous quarter and spread across contract managers. He wants a one-page return case for the board and held off adding another team.
What was said
What this says
As at Fri 9 Oct 2026Graeme Charlton, CFO, heard that active users are more than three times the previous quarter and spread across contract managers. He wants a one-page return case for the board and held off adding another team.
What happened: Marcus Bell reported about thirty active users a day over the last thirty days, no tickets and nothing overdue. Graeme asked whether the use was real and whether it hung on one person.
Customer view: Graeme said his contract managers are not chasing spreadsheets the way they were. He still asked what the return is, as he has to say something to the board.
Commercial: The order form is £119k a year on Enterprise, matching invoicing, with the term running to 5 Jan 2027. Graeme declined to add another team for now.
Watch: Marcus could not put a figure on the return. Renewal terms sit with Lewis, who is to reach out well before the renewal.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, return case
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to send Graeme Charlton a one-page usage summary with examples from the contract managers, through his office.
- Marcus Bell to ask Lewis to contact Graeme about the renewal well before the renewal date.
- Marcus Bell to book thirty minutes in the spring to review progress.
Risks
As at Fri 9 Oct 2026- Graeme needs a return story for the board and no figure has been put on it.
- He asked what to expect on budget and received no answer on price.
Opportunities
As at Fri 9 Oct 2026- Only about thirty of the hundred and fifty Enterprise seats are active, leaving room for another team later.
- Strong, broad usage gives a solid base for the renewal conversation.
Transcript
Marcus BellHi Graeme, can you hear me alright?
Graeme CharltonYes, loud and clear. Afternoon, Marcus. Well, just about afternoon.- Marcus BellJust about, yes. Thanks for fitting this in over lunch. I'll share my screen and say what I'd like to cover. It's a short check-in, twenty-five minutes. Usage since the autumn, how your teams are finding it, and anything you want from us as you start thinking about the year ahead. Happy to jump on a longer call if anything needs more time.
- Graeme CharltonGood. So, what's changed since we last spoke?
- Marcus BellMainly usage, and it's all in the right direction. I've pulled the numbers. Over the last thirty days you've averaged about thirty active users a day. Compared with the previous quarter that's more than three times what it was.
- Graeme CharltonThree times. That's a lot. Is that real use or people logging in once to have a look?
- Marcus BellFair question. It's people coming back day after day, and asking questions rather than just opening pages. That's the measure I trust most. Mm, and it's spread across the contract managers, not one or two people doing everything.
- Graeme CharltonRight. That matters to me. I don't want it hanging on one person.
- Marcus BellUnderstood. From what I can see it isn't. The view that's getting used most is the one that puts each trust's referrals, reporting-turnaround tickets and invoices side by side.
- Graeme CharltonYes. That's the one my contract managers talk about. They say they're not chasing spreadsheets the way they were. What's the return, though? I'll need to say something to the board.
- Marcus BellSure. I don't want to put a figure on it that I can't stand behind. What I can show you is the usage and the questions being asked, and I can ask your contract managers to give me a couple of examples in their own words. Would that help?
- Graeme CharltonIt would. Keep it simple. A page, not a deck.
- Marcus BellA page. Done. I'll add the usage trend and the examples.
- Graeme CharltonAnything on the support side I should know about?
- Marcus BellQuiet, honestly. No tickets in the last thirty days, nothing high priority, and nothing outstanding. The nightly refresh has been landing on time as far as I can see.
- Graeme CharltonGood. Finance tells me the same about invoices. Nothing overdue on our side, I believe.
- Marcus BellThat matches what I have. Nothing overdue.
- Graeme CharltonNow, the contract. Remind me where we are. We're on Enterprise, a hundred and fifty users, and the annual figure is the one I signed?
- Marcus BellYes. The order form is £119,000 a year, and that's what's being invoiced too, so the two agree. The term runs to 5 Jan 2027 and the renewal date is 6 Jan 2027.
- Graeme CharltonIs that within budget for next year? I'm not asking you to change it. I want to know what to expect.
- Marcus BellI'd rather not guess on that, Graeme. Commercial terms sit with Lewis, so I'll ask him to be in touch well before the renewal. What I'll do on my side is make sure the usage picture is clear so the conversation is easy.
- Graeme CharltonFine. Lewis, then. Let's keep it simple.
- Marcus BellWill do. One more thing from me. With only about thirty of the hundred and fifty seats active, there's plenty of room. If you want me to run a short session for another team, I'm happy to.
- Graeme CharltonHold that thought. Let me see how the contract managers get on first. I'd rather it grew by itself.
- Marcus BellMakes sense. So, next steps. I'll send you the one-page usage summary with a couple of examples from your team, and I'll ask Lewis to reach out about the renewal. Shall we book thirty minutes in the spring to see where it's got to?
- Graeme CharltonYes, do that. Send it through my office. Thank you, Marcus.
- Marcus BellThanks, Graeme. Speak soon.
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