Ellerby Dental Group / BB-Demo – Check In
Callcompleted
Ellerby Dental Group · 2026-10-05 14:45
On the 5 Oct 2026 check-in, Vikram Sethi said only about ten core people use the brain and the wider team has not taken to it. Elena Novak proposed an on-site training day in Derby.
What was said
What this says
Current to 14 Oct 26On the 5 Oct 2026 check-in, Vikram Sethi said only about ten core people use the brain and the wider team has not taken to it. Elena Novak proposed an on-site training day in Derby.
What happened: Elena Novak checked in with Vikram Sethi on how the brain has worked since April. He said it is fine, but use is lower than expected.
Customer view: He put it at the same core people, maybe ten or so, and said the wider team is confused about writing queries. The patient-feedback connector issue was fixed.
Commercial: Elena offered an on-site training day, an add-on BB-Demo sells, and Vikram said it could help. He confirmed the contract runs to April next year, so renewal is the next engine.
Watch: Narrow use and a CFO who wants wider adoption point to a value question at renewal. Dates for training are not yet set.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak to email training date options to Vikram Sethi.
- Elena Novak to follow up in a couple of months to review the training and open the renewal conversation.
Risks
Current to 9 Oct 26- Only about ten core people use the brain, so value may be hard to show at renewal.
- Query confusion in the wider team could keep adoption flat.
Opportunities
Current to 9 Oct 26- An on-site training day in Derby could broaden use ahead of renewal.
Transcript
Elena Novak NoneVikram, hello. Thank you for taking the time. As we agreed, I wanted to check in on how the brain has been working for you since April, just to see how the team is finding it and whether there's anything we can do better.
Vikram Sethi NoneHi Elena. Yeah, thanks. It's been good. I mean, it's fine. The team's using it, but maybe not as much as we thought they would.- Elena Novak NoneI see. Can you say a bit more about that? How many people are using it regularly?
- Vikram Sethi NoneHonestly, I think it's the same core people, maybe ten or so. The wider team hasn't really taken to it as much. I think they don't quite know what to do with it, or it's just another thing to learn.
- Elena Novak NoneMm. That's something we see sometimes, not everyone finds the value immediately. Have they sent us any questions? Any issues with the data or the interface?
- Vikram Sethi NoneThere've been a couple of support tickets about a connector that wasn't working properly, I think it was the patient-feedback system? And some general confusion about how to write queries.
- Elena Novak NoneI will have a look at those tickets. To be precise, we did resolve the feedback connector, yes? We made an update to that in September.
- Vikram Sethi NoneYes, that's fixed. It was the query confusion that's probably the bigger issue, I think.
- Elena Novak NoneRight. What I'd like to propose, to confirm, is an on-site training day. We bring someone out to Derby, work through real examples from your data, answer all the questions in one go. That usually helps teams get over the initial hump. Would that be useful?
- Vikram Sethi NoneActually, yeah, that could help. When could you do it?
- Elena Novak NoneNext month, I think, we can look at dates. I will email you with options, and you can check with your team. Is there anything else that's been on your mind?
- Vikram Sethi NoneNot really. I mean, the system's working, and when people use it, it does what it says on the tin. We just need to get more of the team using it, I think.
- Elena Novak NoneI understand. And that's exactly why the training should help. Let me confirm, your contract runs until April next year, yes? So we've got time to get the team really confident with it before we talk about renewal.
- Vikram Sethi NoneThat sounds right. April next year.
- Elena Novak NonePerfect. So I will get you those training dates, we'll sort that out, and then I'll want to speak with you again in a couple of months: just to check in after the training, and to start thinking about what renewal might look like. Does that work?
- Vikram Sethi NoneYeah, that's fine.
- Elena Novak NoneThank you, Vikram. I'll put all of this in writing and send it to you tomorrow. And I'll be in touch with those training dates.
- Vikram Sethi NoneCheers, Elena. Appreciate it.