Tannahill Systems / BB-Demo – Renewal
Callcompleted
Tannahill Systems: documents · 2025-02-17 15:00
Renewal call on 17 Feb 2025. The price holds at £20k and the customer likes the product, but usage has ticked down after a staffing change and no dashboards have been built. A business review will test value.
What was said
What this says
Current to 11 Oct 26Renewal call on 17 Feb 2025. The price holds at £20k and the customer likes the product, but usage has ticked down after a staffing change and no dashboards have been built. A business review will test value.
What happened: Daniel Okafor, Nell Ashcombe, Kenny Lockhart and Moira Sinclair discussed the Starter renewal on 17 Feb 2025. Daniel raised that usage had ticked down over the quarter.
Customer view: Kenny put it down to staffing: one person left and the replacement is still learning. He said the product is fine and search is enough for now.
Commercial: Nell confirmed £20k a year, the same as last year, with the order form to follow. Moira checked that renewing locks in that price for twelve months.
Watch: No dashboards have been built, so use is narrow. Nell tied the business review to whether Starter is the right tier for year two, and Kenny asked how value will be measured.
Themes
Current to 9 Oct 26Who was there
BB-Demo
Them
Follow-up
Next steps
Current to 9 Oct 26- Nell Ashcombe to send the order form to Moira Sinclair that week.
- Daniel Okafor to send a calendar invite for the business review around the renewal date.
- Daniel to walk through search questions, feature use and business metrics at the review.
Risks
Current to 9 Oct 26- Usage has ticked down over the quarter after a leaver, and a replacement is still learning the systems.
- No dashboards have been built, so use is limited to search and the value case is thin.
- Nell tied the business review to whether Starter is the right tier for year two.
Opportunities
Current to 9 Oct 26- The business review can set the metrics Kenny asked for, such as resolution time and customer satisfaction.
- Kenny said more time to explore might lead to dashboards, which would deepen use.
Transcript
Daniel Okafor NoneThanks everyone for joining. Kenny, Moira, good to see you both. How's the new year treating you?
Kenny Lockhart NoneCan't complain. Busy as ever.
Moira Sinclair NoneYes, going well so far.
Nell Ashcombe NoneRight. So Daniel, where are we with Tannahill? It's time to think about your renewal.- Daniel Okafor NoneGood question. Your contract ends on Thursday 6 April. I've been looking at the usage over the last year, and I want to make sure we're still delivering value.
- Kenny Lockhart NoneWe're definitely still using it. The search function is solid. A couple of the team use it regularly when they're handling tickets.
- Daniel Okafor NoneThat's good to hear. Usage has ticked down a little bit over the quarter, and I want to understand why. Are you happy with it, or has something changed?
- Kenny Lockhart NoneIt's more just, we've had some staffing changes, you know? One person left, and their replacement is still learning the systems. So there's been a bit less searching, I think. But the person who was using it heavily before is still using it.
- Nell Ashcombe NoneRight. That makes sense. So it's staffing, not a problem with the product?
- Kenny Lockhart NoneNo, the product's fine. The team who use it like it.
- Moira Sinclair NoneNell, can we talk about the renewal cost?
- Nell Ashcombe NoneOf course. You're on Starter at £19,500 a year. That's the same price as last year. No change.
- Moira Sinclair NoneOkay. So if we renew now, we lock in £19,500 for another twelve months?
- Nell Ashcombe NoneYes. Order form goes out in the next week or so, same terms as before.
- Daniel Okafor NoneI do want to check in, are there any features or improvements you'd like to see? Anything the team has asked for?
- Kenny Lockhart NoneThe search is good. Dashboards, we haven't really built any. Maybe if we had more time to explore, we would. But for now, search is enough.
- Nell Ashcombe NoneGot it. Look, we know the first year is about embedding the habit of asking the brain. Sometimes that takes a little while, especially with staffing changes. I'd like to keep the conversation going. Your check-in with Daniel will be important to understand if this is the right tier for year two.
- Moira Sinclair NoneWhen's the business review scheduled?
- Daniel Okafor NoneI'll send you a calendar invite. Usually we do it around the renewal date, so early April. We can walk through the year, the data, and what comes next.
- Moira Sinclair NoneFair enough. So the plan is: you send the order form, we review it, we sign it, and then we do the business review in April?
- Nell Ashcombe NoneThat's the plan. And Daniel's here if you have questions in the meantime.
- Kenny Lockhart NoneSounds good. One thing, in the business review, can we talk about what metrics matter? Like, how do we actually measure if it's working?
- Daniel Okafor NoneAbsolutely. That's exactly what the business review is for. We'll look at search questions, which features are used, and how that compares to the business metrics you care about, like resolution time or customer satisfaction.
- Moira Sinclair NonePerfect. I'm happy with that.
- Nell Ashcombe NoneRight. I'll get that order form to you this week. Cheers, both of you.
- Kenny Lockhart NoneCheers.
- Moira Sinclair NoneThanks, Nell.