Brimscombe Energy / BB-Demo – Check In
Callcompleted
Brimscombe Energy · 2025-08-29 16:15
Siân Pritchard said logins are down by about a quarter against 180 licensed users, and she expects finance to ask whether the Enterprise subscription was too much. She is not unhappy and payments are on time.
What was said
What this says
Current to 13 Oct 26Siân Pritchard said logins are down by about a quarter against 180 licensed users, and she expects finance to ask whether the Enterprise subscription was too much. She is not unhappy and payments are on time.
What happened: Daniel Okafor and Siân Pritchard met for a 33 minute check-in on 29 Aug 2025. Siân opened with strong examples of use, then said the number of people logging in had dropped by about a quarter.
Customer view: She links it to summer leave, early users drifting back to old reports, and a few mornings of stale answers after the refresh ticket. She says she is not unhappy with BB-Demo.
Commercial: The contract runs to 9 Jan 2026 with renewal on 10 Jan 2026, at £115k a year on Enterprise. Siân calls it a value question and wants finance told first.
Watch: Questions come mainly from Siân and two people in complaints. Daniel owes the refresh summary and a usage view by team and role.
Themes
Current to 9 Oct 26Theme
Falling usage before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends Siân the written summary of the refresh ticket and usage by team and role by the middle of next week.
- Siân sends the key accounts and collections questions so the early-user session can be built on them.
- Daniel books a pre-renewal review with Siân, bringing in Tom only when she is ready.
Risks
Current to 9 Oct 26- Finance may judge 180 seats against falling logins and ask whether the Enterprise subscription is too much.
- Stale answers on a few mornings after the refresh ticket may have pushed users back to old reports.
- Most questions come from Siân and two people in complaints, a key-person risk.
Opportunities
Current to 9 Oct 26- A focused session built on the key accounts and collections questions could win back early users who drifted.
- Usage by team and role set against complaint volumes could give Siân a value case she will stand behind.
Transcript
Daniel Okafor NoneHello Siân, can you hear me alright? Thank you for making the time this afternoon.
Siân Pritchard NoneYes, loud and clear. Hello Daniel. Give me a second, I'm just closing a very long complaints report that I was halfway through.- Daniel Okafor NoneNo rush at all. I think it's just the two of us today, so we can take our time.
- Siân Pritchard NoneJust us, yes. Do you mind if I start with what the teams have been asking the brain this week? I always find it grounds the conversation.
- Daniel Okafor NonePlease do. I'd like that.
- Siân Pritchard NoneSo key accounts asked for every site on contracts that come up for renewal soon where there's also a billing dispute open. That used to be two spreadsheets and a lot of chasing. Collections asked which customers had a late payment and a call logged about a meter in the same month. And complaints pulled the full history for a customer twice before drafting the response, which is exactly what we bought it for.
- Daniel Okafor NoneThat's lovely to hear, and it's the sort of thing I'd hoped to hear. One customer, one view, as you say.
- Siân Pritchard NoneExactly that. When it's working, it's working. Which is partly why I wanted to be straight with you about the other half of the picture.
- Daniel Okafor NoneGo on. I've seen the usage numbers, so I think I know where you're heading, but I'd rather hear it from you.
- Siân Pritchard NoneRight. So we have one hundred and eighty licensed users, and the number of people actually logging in has dropped. It's down by about a quarter on the previous quarter. I've looked at it and I can't say it's one thing.
- Daniel Okafor NoneMm. And that's what I see on my side too. It's gone down across the summer, and not in one team in particular. Does that match what you're seeing?
- Siân Pritchard NonePartly. Some of it is the summer, people are off, and the collections team had a couple of weeks short. But I don't want to hide behind the holidays. What does the record say? The record says fewer people are asking questions, and I'd rather measure it before I explain it away.
- Daniel Okafor NoneI respect that. Can I ask, when you say fewer people, is it the regular users asking less, or are some people who used to log in not coming back at all?
- Siân Pritchard NoneA bit of both, I think. There's a group who tried it in the first couple of months after we went live, found it useful once or twice, and then drifted back to the old reports. And then there's a smaller group who were heavy users and have just gone quiet.
- Daniel Okafor NoneRight. And the heavy users, do you know whether they've moved role, or is it more that something stopped working for them?
- Siân Pritchard NoneThat's the bit I don't know. I've asked two of them informally and one said the answers felt slower, the other said she wasn't sure what she was supposed to ask it any more. Which is a training thing, probably, not a technology thing.
- Daniel Okafor NoneThat's useful, and honestly a fair thing to say. How is the team finding it, would you say, day to day? Not the numbers, the feeling.
- Siân Pritchard NoneMixed. The people close to the complaints deadlines love it, because it saves them hours. The people who only need it occasionally don't see why they'd open another tool. And I get that. I'm not going to claim a benefit I can't show.
- Daniel Okafor NoneNo, and I'd never ask you to. Can I mention the ticket from last month, just to close the loop? There was the one priority ticket.
- Siân Pritchard NoneYes, the one about the morning refresh. I did wonder whether that was part of it.
- Daniel Okafor NoneIt might have contributed. For a few mornings the answers were behind where people expected, and if somebody opened the brain on one of those mornings and the figures looked old, they may well not have tried again. That's an understandable reaction. It's resolved now, and I'll come back to you with the written summary of what happened so you have it for your own team.
- Siân Pritchard NoneI'd appreciate that. Because if the complaints team can't trust the data on the morning they've a deadline, they'll go back to doing it by hand, and I can't blame them.
- Daniel Okafor NoneNo. And that's the whole point of it, isn't it. It only earns its place if people trust it first thing.
- Siân Pritchard NoneYes. Trust first, then habit.
- Daniel Okafor NoneSo let me think about what would help from our side. A few ideas, and tell me if any of them are wrong. One is a short session for the people who tried it early and drifted. Not a full training day, more an hour on the three or four questions that tend to be most useful for their role.
- Siân Pritchard NoneMm. That could work. Which three or four, though? That's the bit I'd want to be careful about. I don't want a generic demo, they've seen the generic demo.
- Daniel Okafor NoneAgreed, and I wouldn't offer the generic one. What I'd do is take what your heavy users have been asking, the sort of thing you described at the start, the renewals with open disputes, the late payers with meter calls, and build the session round your own questions on your own data.
- Siân Pritchard NoneRight, that's much better. Real questions from this week. I could send you the ones from key accounts and collections, they're in the history anyway.
- Daniel Okafor NoneThat would be ideal. And can I ask something a bit more direct? Who, in your view, is asking the largest share of the questions now? Because if it's a very small group, then that's a risk in its own right, if one of them is away or moves on.
- Siân Pritchard NoneFair question. It's me, honestly. More than it should be. Me and two people in complaints. I'm aware of that and it isn't healthy.
- Daniel Okafor NoneThank you for saying so. It's quite common, in all honesty, with the person who championed it. The first step is just to know.
- Siân Pritchard NoneYes. And that's partly why I'm slightly uneasy going into the renewal conversation. January isn't that far away. The contract runs to 9 Jan 2026 and the renewal date is 10 Jan 2026, and I'll be asked what we're getting for the money.
- Daniel Okafor NoneOf course. You're on Enterprise at £115,000 a year, and I know that's a figure your finance side will look at carefully. Can I ask how you expect that conversation to go?
- Siân Pritchard NoneCarefully, as you say. They pay on time, there's no argument about the invoice. It's a value question. They'll look at one hundred and eighty seats and see a lot of people not using it, and they'll ask me whether we bought too much.
- Daniel Okafor NoneMm. That's fair, and I'd rather we looked at it honestly together than have you find out in the room. What would help you most before then? A view of usage by team, perhaps, so you can see where it's rooted and where it isn't?
- Siân Pritchard NoneYes. By team, by role, and ideally against the complaint volumes. If I can show that the people who use it close their complaints faster, that's a number I can stand behind. If I can't show it, I won't say it.
- Daniel Okafor NoneThat's the right approach, and let's measure it before we claim it, which I think is your phrase. We may find the picture is better than the headline. We may find it isn't, and then we know where to work.
- Siân Pritchard NoneHa, you've been listening. Yes. Let's measure it.
- Daniel Okafor NoneCan I also check one thing about the people? Has anything changed in the teams that might explain the quieter weeks? A reorganisation, new starters, people leaving?
- Siân Pritchard NoneNothing dramatic. A couple of people have moved between teams, and we've a few vacancies that haven't been filled. So some of the quiet is simply fewer bodies. But again, I'd rather not lean on that.
- Daniel Okafor NoneUnderstood. Then fewer people and some drift, plus those few mornings of stale answers. It's probably a mix, and each part has its own fix.
- Siân Pritchard NoneI think that's right. And Daniel, I don't want this to sound like I'm unhappy with BB-Demo. I'm not. I'm worried about us making the best use of it.
- Daniel Okafor NoneI didn't hear it that way at all. I heard someone being straight, which is a good deal more useful. Now, may I suggest a plan, and you tell me what's realistic?
- Siân Pritchard NonePlease.
- Daniel Okafor NoneFirst, I send you the written summary of the refresh ticket, so you can share it with complaints. Second, I put together usage by team and role, with the quiet weeks marked, so you can see it plainly. Third, we book that hour of focused sessions for the early users who drifted, built on your own questions. And fourth, we sit down again before the renewal and look at it all together, with Tom too, since he looks after the commercial side for us.
- Siân Pritchard NoneThat's sensible. On the commercial side I'd want to keep money conversations in the proper order on our end, so I'd tell our finance side first before anything goes near a number.
- Daniel Okafor NoneOf course, and I wouldn't expect otherwise. I'd only bring Tom in when you're ready, and not before.
- Siân Pritchard NoneGood. And the usage by team, how quickly could I have that?
- Daniel Okafor NoneI'll come back to you by the middle of next week with it. I'd rather give you something right than something fast.
- Siân Pritchard NoneFine. And I'll send you the key accounts and collections questions before then, so the session can be built on them.
- Daniel Okafor NoneLovely. Just to close the loop, then. You send the questions, I send the ticket summary and the usage view, and we find a time for the hour with the early users. Anything I've missed?
- Siân Pritchard NoneI think that's it. Oh, one more. If the complaints team do come back to the old reports, could you help me understand why, specifically? Not to push them, just so I know what the brain isn't doing for them.
- Daniel Okafor NoneYes, happily. That's a good thing to learn properly. I can sit in with them for a short while if you'd like, and listen rather than present.
- Siân Pritchard NoneI'd like that. Thank you, Daniel. This has been a more useful call than I expected.
- Daniel Okafor NoneThank you for being so open about it. Enjoy the rest of the afternoon, and the weekend, if you manage to get one.
- Siân Pritchard NoneHa, I'll try. Diolch, Daniel. Speak soon.
- Daniel Okafor NoneBest wishes, Siân. Bye for now.
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