Ellerby Dental Group / BB-Demo – Check In
Callcompleted
Ellerby Dental Group: documents · 2025-10-06 13:15
On 6 Oct 2025 Rebecca Oakes told Esther Quaye the brain is working much better than expected, with ten or eleven active users. She thinks Growth is still the right tier for the April renewal.
What was said
What this says
Current to 11 Oct 26On 6 Oct 2025 Rebecca Oakes told Esther Quaye the brain is working much better than expected, with ten or eleven active users. She thinks Growth is still the right tier for the April renewal.
What happened: Esther Quaye gave Rebecca Oakes an early heads up on the April renewal and asked about fit. Rebecca said usage had spread through the ops team and some practice managers since the June training.
Customer view: Rebecca called it genuinely useful for spotting patterns in suppliers and complaint rates. She said Megan has become the expert who helps others, and that recent tickets were small how-tos sorted quickly.
Commercial: Rebecca thinks Growth is probably still right and may add a connector or two eventually. Ten or eleven active users against 40 included leaves headroom.
Watch: Esther planned a formal check-in and a QBR in early next year. The renewal named is now past on the calendar, and this call does not show what happened.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Esther to set up a formal check-in in the new year to go through usage.
- Esther to run a QBR in early next year before the renewal conversation.
Risks
Current to 9 Oct 26- Rebecca was unsure about adding connectors, so expansion is not committed.
- Day-to-day help runs through Megan, and the call does not show a second person with that knowledge.
Opportunities
Current to 9 Oct 26- Ten or eleven active users against 40 included leaves headroom, and Rebecca expects to add a connector or two eventually.
Transcript
Esther Quaye NoneHi Rebecca, thanks for making the time. How's Ellerby been getting on with the brain?
Rebecca Oakes NoneReally well, actually. Much better than I expected to be honest.- Esther Quaye NoneThat's brilliant to hear. I've been looking at your usage data and it's really positive. You've got about ten or eleven active users now, which is great progress. When you started onboarding, there was just a couple. How did that happen?
- Rebecca Oakes NoneYeah, so once we got trained in June, I kind of evangelized it a bit within the ops team. And then other practices started asking questions. It's genuinely useful for spotting patterns, like which suppliers are causing the most issues, which practices have the highest complaint rates. The team just started using it more.
- Esther Quaye NoneThat's exactly what we love to hear. Just so we're aligned, the ten to eleven active users you've got, that's across how many different practices?
- Rebecca Oakes NoneOh, spread across most of them. It's mainly the ops team, but some of the practice managers dip in too when they need to investigate something.
- Esther Quaye NoneOkay, good. And are people asking you for help, or does it feel self-explanatory now?
- Rebecca Oakes NoneA few questions here and there, but Megan's brilliant, she's kind of become the expert and helps people out. It's settled down a lot since June.
- Esther Quaye NoneFantastic. I've also logged that you've had a couple of support tickets in the last month, nothing serious, just small how-tos. Is there anything I should follow up on?
- Rebecca Oakes NoneNo, those got sorted quickly. We're happy with how things are running.
- Esther Quaye NoneGreat. So, looking ahead: your contract renews in April next year. It's early days, but I wanted to give you a heads up so you can think about whether the Growth tier is still the right fit, or if you might need more users or connectors down the line. Any initial thoughts?
- Rebecca Oakes NoneI think Growth is probably still right. We might add another connector or two eventually, but I'm not sure yet. Happy to talk about it nearer the time.
- Esther Quaye NonePerfect. I'll set up a formal check-in in the new year so we can go through your usage properly and figure out what you need. Until then, if anything comes up, you know how to reach me. I've logged that we'll do a proper QBR in early next year before the renewal conversation. Sound good?
- Rebecca Oakes NoneYeah, sounds good. Thanks, Esther.
- Esther Quaye NoneMany thanks, Rebecca. Speak soon.