Brimscombe Energy / BB-Demo – Check In
Callcompleted
Brimscombe Energy · 2025-05-27 14:30
Siân Pritchard reports use spreading to collections and complaints, but says she and two others ask most questions. She raised email as a new connector and SSO. Renewal is in January.
What was said
What this says
Current to 13 Oct 26Siân Pritchard reports use spreading to collections and complaints, but says she and two others ask most questions. She raised email as a new connector and SSO. Renewal is in January.
What happened: Daniel Okafor ran a 30-minute check-in with Siân alone. She described teams using the brain for renewals, collections and a complaint close to a regulator deadline.
Customer view: Use is spreading, but Siân said she and two others ask most questions and that she does not know what would happen to the question count if she went on leave. About thirty-five of 180 licensed users are active on a normal day.
Commercial: She wants to add collections and complaints handlers, is considering Microsoft 365 email as a connector, and asked about SSO and SCIM, which Enterprise includes. Daniel stated the subscription as £115k a year, contracted and invoiced the same.
Watch: Key-person dependence and the 07:00 freshness commitment matter to her. She wants complaint numbers and usage to take into the January renewal.
Themes
Current to 9 Oct 26Theme
Adoption spreading, key-person risk
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel to send usage by team and check connectors against the limit, answering on email by the end of the following week.
- Daniel to offer a session to build a questions-by-team dashboard with Siân.
- Siân to introduce her IT colleague by email and send two examples of source display.
Risks
Current to 9 Oct 26- Siân and two others ask most of the questions, so the value depends on a few people.
- Collections have dozens of staff but only a handful of logins in real use.
- She has no clean baseline to show complaint handling time has fallen.
Opportunities
Current to 9 Oct 26- Bring collections and complaints handlers on, with training and a usage-by-team view.
- Adding Microsoft 365 email as a connector, subject to the Enterprise connector limit.
- Switch on SSO and SCIM, which Enterprise already includes.
Transcript
Daniel Okafor NoneHello Siân, can you hear me alright?
Siân Pritchard NoneHello Daniel, yes, loud and clear. Give me one second, I'm just closing a couple of things down.- Daniel Okafor NoneNo rush at all. Thank you for making the time, I know the afternoons get away from you. It's just the two of us today, I think.
- Siân Pritchard NoneJust us, yes. Tom said you'd take the check-in and he'd catch up with you separately. Right, so, you always ask how it's going, so let me start with what the teams asked the brain this week.
- Daniel Okafor NonePlease do. That's my favourite part.
- Siân Pritchard NoneSo the key-account team asked it for every business customer with more than one contract coming up for renewal where there's also been an open complaint in the last quarter, and they got a list in about the time it took to make a tea. Collections asked which of the customers behind on payment had also called us more than once, and the complaints team used it to pull together the full history for a case that was close to the regulator's deadline. That one mattered. What does the record say, that was the whole conversation, and everyone had the same answer.
- Daniel Okafor NoneThat's lovely to hear, and the complaints one especially. How is the team finding it day to day, though? Is it still the same few people asking, or is it spreading?
- Siân Pritchard NoneIt's spreading, which is partly why I wanted this call. When we last spoke it was mostly my team and a few people in key accounts. Now collections are in there every morning, and the complaints handlers have started using it without me nudging them. Honestly, some days I look at who's asking and I don't recognise half the names.
- Daniel Okafor NoneMm. That's the best sort of problem. I've been looking at the usage ahead of today, and the number of people active in a typical month has more than doubled compared with the previous quarter. Do you want me to say what I'm seeing, or would you rather give me your own read first?
- Siân Pritchard NoneGo on, you first. Though I'll say, let's measure it before we claim it, so I'd rather hear the numbers than the adjectives.
- Daniel Okafor NoneFair enough. So you're licensed for 180 users on Enterprise, and on a normal day around thirty-five of those are active. So the growth is real, but there's a lot of headroom still, which I'd read as a good sign rather than a worry.
- Siân Pritchard NoneThirty-five. Right. That's lower than it feels, to be fair. It feels like more because the people who are in there are in there all the time.
- Daniel Okafor NoneThat's often how it looks. A smaller group asking a lot of questions. The thing I'd watch, just so we're thinking about it the same way, is whether a handful of people are asking most of them.
- Siân Pritchard NoneYes, and that's me and two others, I'd guess. I'm not proud of that. If I went on leave for a month I don't know what would happen to the question count.
- Daniel Okafor NoneWell, that's a useful thing to have said out loud. We could look at who's asking by team and see where the gaps are. Give me a moment, I'll just see what I can pull up while we're talking... yes, I can do that by team, I'll send it over.
- Siân Pritchard NonePlease. Collections especially. They've got dozens of people and I think only a handful have logins they actually use.
- Daniel Okafor NoneUnderstood, I'll make a note. Now, can I take you through the support side, just to close the loop on that? There were three tickets from your team in the last month, and two of them were marked high priority.
- Siân Pritchard NoneYes, I saw those go through. One of them was mine, actually. It was a morning when the teams were waiting on an answer and I marked it high because of a complaint deadline. I'd do the same again, I won't apologise for it.
- Daniel Okafor NoneAnd you shouldn't. That was entirely the right call. On Enterprise a high priority ticket gets a first response within thirty minutes, and what matters to me is whether it felt like that from your side.
- Siân Pritchard NoneIt did. Someone came back quickly and kept me posted, so I've no complaint about that. What I really care about is that the answers are there at seven, because that's when the complaints handlers sit down.
- Daniel Okafor NoneYes, seven in the morning on business days, that's the commitment, and on Enterprise it's the freshness that's credited as well as availability. If you ever feel it slipping, tell me straight away and don't wait for a review.
- Siân Pritchard NoneGood, because I'd rather say early. Now, can I ask you about something else? I want to bring more people on, and I'm not sure what's sensible. Collections and the complaints handlers, to start. Is there anything that stops me?
- Daniel Okafor NoneNothing on the licence side. With 180 seats you have a lot of room. The things to think about are connectors, because those are capped on Enterprise, and training, so people are asking good questions rather than just poking around. How are you doing on connectors, do you know?
- Siân Pritchard NoneI couldn't tell you offhand. I know we've connected the CRM, the helpdesk, the call recorder, the accounting system and the shared drive. Is it worth adding the customer emails, the Microsoft 365 mailboxes? The complaints team keep saying half the story is in email.
- Daniel Okafor NoneIt could be. Complaints often hide in email threads. Let's not decide it on this call though. I'll look at what's configured against the limit, and what email would add, and I'll come back to you by the end of next week with a proper picture. Does that work?
- Siân Pritchard NoneThat works. And I'd like to measure it before we take it to the leadership team. If I tell them complaint handling time has come down, I want to be able to show it, not just feel it.
- Daniel Okafor NoneOf course. One thing that might help: the dashboards builder. You could set up a view of questions asked by team, and track the complaints one month on month. Would it be useful if I sat with you for a session and set that up together?
- Siân Pritchard NoneIt would, yes. Though the baseline is the hard part. I don't have clean numbers from before we had the brain. I'll see what the complaints team kept.
- Daniel Okafor NoneThat's honest, and it's the right instinct. Even a rough baseline, said as rough, is better than a number that's too tidy.
- Siân Pritchard NoneExactly. Right, other thing. Single sign-on. A colleague in IT asked whether the brain can sit on the same sign-in as everything else now.
- Daniel Okafor NoneIt can. SSO is part of Enterprise, along with SCIM for provisioning people automatically. If your IT team haven't switched it on, I can put them in touch with an engineer on our side. Who would be the right person at your end?
- Siân Pritchard NoneI'll introduce you to my colleague in IT by email this week. I'll copy Tom so he's in the loop.
- Daniel Okafor NonePerfect. And just so I say it plainly, the subscription is £115,000 a year, contracted and invoiced the same, and nothing is outstanding on the invoices, so the account looks tidy from where I sit.
- Siân Pritchard NoneGood. I don't get involved in the money, as you know, that stays with our finance side, but I like to hear it's tidy.
- Daniel Okafor NoneUnderstood. The renewal is a way off, January, and I'll come to you and Tom well ahead of it so there are no surprises. I just wanted to say that now so it's not a surprise when it arrives.
- Siân Pritchard NoneFine. I'd want to take usage and the complaint numbers into that conversation, so that's useful for me to have in my own head. One customer, one view, and one view of what we've got out of it.
- Daniel Okafor NoneThat's the right way round. Is there anything else, anything that's been irritating the team?
- Siân Pritchard NoneOnly small things. The handlers would like the answers to show their source more clearly, so they can paste it into a complaint response without hunting. Not a blocker. I'll send you two examples so you can see what I mean.
- Daniel Okafor NonePlease do, that's really helpful. I'll pass it on to the product people and I'll tell you what they say.
- Siân Pritchard NoneLovely.
- Daniel Okafor NoneSo, just to close the loop. I'll send you the usage by team. I'll check the connectors and come back to you by the end of next week on the email question. I'll offer you a time to set up the dashboard together. You'll introduce your colleague in IT and send me those two examples. Have I missed anything?
- Siân Pritchard NoneNo, that's it exactly. Thanks, Daniel, this was useful. Diolch.
- Daniel Okafor NoneThank you, Siân. Best wishes, and speak soon.
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