Brimscombe Energy / BB-Demo – Qbr
Callcompleted
Brimscombe Energy · 2025-09-23 11:45
Quarterly review on 23 Sep 2025. Use is healthy among regulars, but about forty are active against a large licence. Graham Tovey will not sign the January renewal without Siân Pritchard's view that value is shown.
What was said
What this says
Current to 13 Oct 26Quarterly review on 23 Sep 2025. Use is healthy among regulars, but about forty are active against a large licence. Graham Tovey will not sign the January renewal without Siân Pritchard's view that value is shown.
What happened: Daniel Okafor ran the quarterly review with Siân Pritchard, Nikhil Rao and Graham Tovey, joined by Tom Ashdown. Usage was steady, tickets were few and no invoices were overdue.
Customer view: Siân is pleased that complaint answers cite their sources, but will not put a number on time saved. Graham asked for real before and after answers, not a statistic.
Commercial: Enterprise is one hundred and fifteen thousand pounds a year, with the term ending 9 Jan 2026 and renewal on 10 Jan 2026. Siân asked whether the seat number can change if some licensed people will never use it, and Tom did not commit.
Watch: a failed nightly load left one source a day behind and nobody told BB-Demo or Graham. He asked to hear sooner, even about small problems.
Themes
Current to 9 Oct 26Theme
Value proof before renewal
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- Tom Ashdown to confirm renewal terms and pricing in writing to Siân Pritchard and Graham Tovey in one email, and set a date for the renewal conversation.
- Siân Pritchard to send Graham Tovey a handful of before and after complaint answers, and Daniel Okafor the names for a training session.
- Daniel Okafor to send the grouped complaints question history and come back to Graham Tovey on how a failed load is flagged to his admin.
Risks
Current to 9 Oct 26- The renewal depends on Siân Pritchard being able to show demonstrable value, and she has no figure for time saved yet.
- Siân Pritchard asked whether the licensed seat number can be cut, which could lower the Enterprise subscription at renewal.
- A failed overnight load went unreported, and Graham Tovey wants to hear about such problems sooner.
Opportunities
Current to 9 Oct 26- A remote training session for teams that hold seats but rarely log in could broaden use beyond the regular users.
- Grouped complaints question history and before and after answers can form the value case for the Enterprise renewal.
Transcript
Daniel Okafor NoneHello, hello. Can you hear me all right? I think I've just joined a few seconds ahead of everyone. Thank you all for your time today. Siân, I can see you, and Nikhil, I can see you as well.
Siân Pritchard NoneHi Daniel, yes, loud and clear. Nikhil is just getting his headset sorted, I think. Graham said he might be a couple of minutes late, he's finishing something with the retention team.
Nikhil Rao NoneHere. Audio's fine now. Sorry. The headset picked the wrong device.
Tom Ashdown NoneMorning all. How's everyone's week going? It's been one of those weeks up here where the weather can't make its mind up. Sun, then rain, then sun again.- Siân Pritchard NoneSame in Gloucester, Tom. Wet on the way in, dry now. Busy week though, in a good way. Shall I start with what the teams asked the brain this week, since that's usually where I begin?
- Daniel Okafor NonePlease do. That's exactly how I'd like to open a quarterly review, so go ahead.
- Siân Pritchard NoneSo, the complaints team has been asking it for the full history on a business customer before they draft a response. Sites, contracts, the calls, the bills, all in one answer. A few of the team leaders told me it's the first thing they open now, which is a change from the spring. The collections team asked a lot of questions about customers with several sites where only one is in arrears, because the account managers want to know the whole picture before anyone phones.
- Daniel Okafor NoneThat's lovely to hear. How is the team finding it day to day, the key-account people in particular? Are they asking it themselves or still going through you?
- Siân Pritchard NoneMostly themselves now. I'd say a handful of people still ask me to run things, but that's habit more than anything. What does the record say, that's what I keep telling them. One customer, one view. They're getting there.
- Daniel Okafor NoneGood. Let me share my screen and take us through the usage, and then I want to hear from Nikhil on the platform side. Can everyone see the usage page?
- Nikhil Rao NoneYes.
- Siân Pritchard NoneSeeing it, yes.
- Daniel Okafor NoneRight. So, you have one hundred and eighty licensed users on Enterprise. Over the last thirty days, the average number of people active has been about forty-one or forty-two. That's a little down on the previous quarter, a few percent, nothing dramatic, but I'd rather say it out loud than leave it on a slide.
- Siân Pritchard NoneYes, I saw that. Honestly I'm not worried about the dip, but I do want to understand it. Some of it will be leave, it's been a summer of holidays. But I won't claim that until we've measured it. Let's measure it before we claim it.
- Daniel Okafor NoneAgreed. What I can see is that the people who are active are asking more questions each, so the depth is there. It's the breadth I'd like to look at with you. A hundred and eighty seats and about forty regulars means there's a lot of room on the licence.
- Siân Pritchard NoneThat's fair. Part of that is who we gave seats to at the start. We were generous, we wanted the whole of key accounts, collections and complaints in. Some of those people were never going to log in weekly, the field-facing ones for example.
- Tom Ashdown NoneIf I can chip in, Siân, no drama on the seat count at all. It's not a problem from our side that you've got headroom. I'd just rather we all know what the number is for when we sit down in the new year.
- Siân Pritchard NoneUnderstood. Which is partly why I'd like to do some work on who should have a seat and who shouldn't. I'd rather come to that conversation with evidence.
Graham Tovey NoneApologies, I'm here. Sorry to be late. Headline, please.- Daniel Okafor NoneHello Graham, thanks for joining. Headline is that the brain is steady. Usage is healthy among the regular users, a small dip in the average number active compared with last quarter, no overdue invoices, and three tickets in the last month, none of them urgent.
- Graham Tovey NoneThank you. And the dip, what's behind it?
- Siân Pritchard NoneProbably a mix of holidays and some seats that were never really used. I'll have a clearer answer shortly, Graham. I'm not going to guess in front of you.
- Graham Tovey NoneGood. Tell me early, not late, if it turns out to be something else.
- Siân Pritchard NoneOf course.
- Daniel Okafor NoneLet me move on to the tickets, and then Nikhil, I'd like you to say what you've seen on the load side. So, three tickets in the last thirty days. Nothing high priority. All answered inside the Enterprise response time. Nikhil, did you raise most of them?
- Nikhil Rao NoneTwo of them. One was a question about role access on a schema. Checked the load history first, then raised it. It was our change, not yours.
- Daniel Okafor NoneThank you, that's useful. And the third?
- Nikhil Rao NoneSomeone in the complaints team. A how-to, I think. Answered same day.
- Siân Pritchard NoneThat was me nudging someone to use the support route rather than ask me. Which is the right instinct, so I'm pleased.
- Daniel Okafor NoneLovely. Nikhil, how have the nightly loads been? You've got twenty-odd sources around the brain now, so I'd expect the odd wobble.
- Nikhil Rao NoneMostly clean. One source changed a schema in the summer and the load failed quietly for a night. I caught it in the load history the next day, fixed the mapping, re-ran. Done by 07:00 every business day since.
- Graham Tovey NoneWhat did the customer see, in that one night?
- Nikhil Rao NoneNothing from outside. Internal users saw one source a day behind. Nobody reported it to us until I mentioned it.
- Graham Tovey NoneFine. Next time I'd like to hear about that sooner, even if it's small.
- Nikhil Rao NoneNoted.
- Daniel Okafor NoneAnd from our side, just to close the loop, Graham, that's fair. We can look at how we flag a failed load to your admin so you hear it from us as well. I'll come back to you by the end of next week on what that looks like.
- Graham Tovey NoneThank you, Daniel. That would be useful.
- Siân Pritchard NoneCan I raise the complaints side while we have Graham? It matters for the regulator.
- Graham Tovey NonePlease. How does this hold up with Ofgem, is the question I care about.
- Siân Pritchard NoneSo, the thing I'm pleased with is that when someone drafts a complaint answer, they can see the sites, the contract terms and the call history in one place, and the answer cites what it found. That means the response is checkable. Before, it was three screens and a lot of memory. I can't put a number on the time saved yet and I won't pretend to, but I can show you the difference in how the answers read.
- Graham Tovey NoneThen show me, in your own time. Not a statistic, a few real answers, before and after.
- Siân Pritchard NoneI can do that. I'll pick a handful and take out anything sensitive. I'd want to send them to you rather than put them on a slide.
- Graham Tovey NonePlease.
- Daniel Okafor NoneWhile you're gathering those, Siân, would it help if I pulled together the questions asked by the complaints team over the quarter, grouped by theme? Then you'd have something to set beside the answers.
- Siân Pritchard NoneYes, that would be really helpful. Group them if you can by whether it was a history question, a contract question or a billing one. Then we can see where people lean on it.
- Daniel Okafor NoneI'll do that. Now, who is asking the questions? That's the other thing I look at. If one person is asking most of them, that's a risk to the account, because if they move on it goes quiet.
- Siân Pritchard NoneHonestly, I'm probably still one of the top few. But it's spread better than in the spring. Collections has two or three heavy users and complaints has more.
- Daniel Okafor NoneThat tallies with what I can see. You're a heavy user, but no single person dominates. It's a healthy shape. I'd still like to see a few more names in the second tier.
- Tom Ashdown NoneAnd that's the bit where training helps, Daniel, isn't it? If there's a team that has seats and isn't asking much, a session in the diary might do more than another dashboard.
- Daniel Okafor NoneI think so, Tom. Siân, would a short session for the teams who have seats but don't log in much be useful? We could do it remotely, an hour, built around their own questions.
- Siân Pritchard NoneYes. Let me find out who those people are first, so we don't waste anyone's time. I'll send you names.
- Daniel Okafor NonePerfect. Then I'll hold a slot in the second half of October and we can fill it once you've sent names.
- Nikhil Rao NoneOne thing for the training. Anyone new needs access set up first. I'll need the list so I can check which role they get. I don't grant access by email.
- Siân Pritchard NoneYes, Nikhil, understood. I'll put it through your usual route, not a loose email.
- Nikhil Rao NoneGood.
- Daniel Okafor NoneThank you. Graham, one more area, and then I'll hand over to Tom. The contract. You're on Enterprise at one hundred and fifteen thousand pounds a year, and the term ends on 9 January 2026, with the renewal falling on 10 January 2026. I just want to put it on the table so nobody is surprised in the autumn.
- Graham Tovey NoneThank you for raising it. I'd rather talk about it now than in December. What do you need from us?
- Daniel Okafor NoneFrom our side, we'll send the formal notice in good time, and I'll set up a conversation with you and Siân before that. What I'd like from you is a view on whether the shape of the contract still fits: the number of users, the sources, anything you'd want different.
- Graham Tovey NoneI'll be direct. I won't sign anything without Siân's view. So she needs to be satisfied that the value is demonstrable.
- Siân Pritchard NoneWhich is why I want the before and after answers and the usage grouped properly. If I can show it, I'll tell you so. If I can't, I'll tell you that too.
- Graham Tovey NoneThat's all I ask.
- Tom Ashdown NoneFrom my side, I'll say it plainly. I'll get the renewal terms written down and confirm the pricing in writing before we talk. I'm not going to quote anything from memory, I'd only get it wrong. Leave that with me.
- Graham Tovey NonePlease send it to Siân and me together.
- Tom Ashdown NoneWill do, both of you, same email. No drama.
- Siân Pritchard NoneCan I ask one thing on seats, Tom? If we found that, say, sixty of the people we've licensed will never realistically use it, is there room to talk about the number, or is it fixed?
- Tom Ashdown NoneFair question. I don't want to promise you something I can't deliver. What I'll do is take that back, look at how the tier works, and tell you what's possible rather than guess now. Let's get something in the diary for October so you've time to think.
- Siân Pritchard NoneThat's all I need. I don't want to be caught out in January, that's all.
- Graham Tovey NoneNor do I. Anything else on the agenda?
- Daniel Okafor NoneOnly the actions, so let me read them back so we're all agreed. I'll send you the grouped question history for the complaints team, and I'll come back to Graham on how we flag a failed load. Siân will send me the names for a training session, and the before and after complaint answers to Graham. Tom will confirm renewal terms in writing to Siân and Graham, and set up a date for the renewal conversation. Nikhil, is there anything you need from us?
- Nikhil Rao NoneNot at the moment. If the schema thing happens again I'll raise it straight away.
- Daniel Okafor NoneThank you. Just to close the loop, then, I think that's everything. Thank you all for your time, it's been a really useful conversation.
- Graham Tovey NoneThank you, everyone.
- Siân Pritchard NoneDiolch, all. Speak soon.
- Tom Ashdown NoneCheers, everyone. Have a good rest of the week.
Callsmade from