Tannahill Systems / BB-Demo – Renewal
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Tannahill Systems: documents · 2024-03-04 13:30
Finance Director Moira Sinclair says the support team uses the brain daily and is getting value, but called the rise from £20k to £22k a significant jump. She will take it to operations and asked about adding users.
What was said
What this says
Current to 11 Oct 26Finance Director Moira Sinclair says the support team uses the brain daily and is getting value, but called the rise from £20k to £22k a significant jump. She will take it to operations and asked about adding users.
What happened: Daniel Okafor and Nell Ashcombe held a renewal call with Moira Sinclair on 4 Mar 2024. Moira reported daily use by the support team, no sync issues and stable data.
Customer view: Value is not in doubt. Cost is: Moira said "we're getting value, so I don't see why we wouldn't" but wants to be sure the price is right for the business.
Commercial: Nell quoted the Starter rate moving from £20k to £22k a year. Moira asked about flexibility and was told that is the rate for renewals.
Watch: The decision now sits with the operations team, with a target of the end of March 2024. Her question about adding users points to headroom beyond the 15 included.
Themes
Current to 9 Oct 26Theme
Starter renewal price rise
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- Nell Ashcombe to send the formal renewal terms in writing on the day of the call.
- Daniel Okafor to check in with Moira by mid-March 2024.
- Moira to take the renewal to the operations team and decide by the end of March 2024.
Risks
Current to 9 Oct 26- The Starter price rise from £19,500 to £22,000 is a significant jump for the finance director and needs internal sign-off.
- Moira asked about flexibility and was given none, so cost could stall or sour the renewal.
Opportunities
Current to 9 Oct 26- Moira asked about adding users, which opens a conversation on additional users beyond the 15 included.
- Daily support-team use gives a clear value case for the renewal conversation.
Transcript
Daniel Okafor NoneHi Moira, thanks so much for making time. Nell's here as well, she's the CEO. Just wanted to check in before your contract renews in a couple of weeks, see how you're getting on with the brain.
Moira Sinclair NoneHi Daniel, hi Nell. Yes, things are good. The team's been using it quite a bit.
Nell Ashcombe NoneThat's what I'm hearing. How is it going on your end?- Moira Sinclair NoneReally well, actually. The support team, they're the main users, they're asking it questions pretty much every day. Being able to see calls and tickets and customer data in one place is exactly what they needed.
- Daniel Okafor NoneThat's brilliant to hear. Are there specific things they're using it for?
- Moira Sinclair NoneMostly finding customer context when a ticket comes in. They'll search the name, they get the call history, the support tickets, whatever we've got. It speeds up first response time, which for our business is a big deal.
- Nell Ashcombe NoneAnd you're happy with the data quality? Everything syncing correctly?
- Moira Sinclair NoneYes. We haven't had any sync issues. Refresh happens every night, so by the time the team starts work, the data is current.
- Daniel Okafor NoneGreat. Just to close the loop, I know we've got a couple of high-priority tickets that came in. How are those tracking?
- Moira Sinclair NoneOne of them was just a how-to question on building a dashboard, which we sorted. The other was a specific query the team wanted to save, which also got resolved.
- Daniel Okafor NoneGood. And nothing structural, no data freshness issues, no connector problems?
- Moira Sinclair NoneNo, it's been really stable.
- Nell Ashcombe NoneSo, your contract renews on 6 April. I wanted to talk about staying with us. What would you need to see to do that?
- Moira Sinclair NoneWell, we're getting value, so I don't see why we wouldn't. The team's showing up and using it. The question is probably cost, we'd want to make sure it's right for the business.
- Nell Ashcombe NoneFair enough. So you're on the Starter tier at the moment. Your current rate is 19,500 for the year. When your contract renews, we've had a price adjustment, it would go to 22,000 a year. That's on a fairly standard Starter plan, 15 users, four connectors.
- Moira Sinclair NoneThat's a significant jump. I'll need to talk to the team internally.
- Daniel Okafor NoneI completely understand. The jump is because we've made some improvements to the platform since you joined. It's not unique to you, all renewals are moving to the new pricing. But happy to discuss any questions you have.
- Moira Sinclair NoneWhat's changing with the product?
- Nell Ashcombe NoneFaster data refresh in some cases, better dashboard performance, and we've tightened up the service level commitment. So you're getting a more reliable product.
- Moira Sinclair NoneOkay. Is there any flexibility on the price, or is that the rate?
- Daniel Okafor NoneThe 22,000 is the list price for a new Starter. For renewals like yours, that is the rate, it's what everyone pays. But what I would say is if you're getting the value you seem to be, it's worth the conversation internally. The ROI is usually pretty clear.
- Moira Sinclair NoneLet me chat with the finance director: sorry, you're talking to me, I am the finance director. Let me chat with the operations team and see what they say. How long do I have?
- Daniel Okafor NoneYour contract's 6 April. I'd suggest making a decision by the end of March so there's no gap. Nell can send over the formal renewal terms if that helps.
- Nell Ashcombe NoneI can do that today. It'll have the pricing, the terms, everything. No pressure, just so you have it in writing.
- Moira Sinclair NoneYes, that would be helpful. I'll run it by the team.
- Daniel Okafor NonePerfect. I'll come back to you by mid-March just to check in and see where you're at. And in the meantime, if the team has any feature requests or things they'd love to see, let me know.
- Moira Sinclair NoneI will. Actually, one thing, are we able to add more users at some point?
- Daniel Okafor NoneAbsolutely. You're on 15 at the moment, and you can add more. It's easy to bump up your plan if the team grows or more people want access.
- Moira Sinclair NoneGood. I think that's everything for now.
- Nell Ashcombe NoneBrilliant. Moira, thanks for the time. Daniel will send those renewal terms over, and I hope we can work together for another year.
- Moira Sinclair NoneThanks both. Speak soon.
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