Brimscombe Energy / BG-Demo – Check In
Callcompleted
Brimscombe Energy · 3 Nov 2025 14:45
Siân Pritchard of Brimscombe Energy was positive: use has spread to collections, no tickets last month. She asked whether the seats are wasted and wants evidence for her leadership before the renewal.
What was said
What this says
As at Fri 9 Oct 2026Siân Pritchard of Brimscombe Energy was positive: use has spread to collections, no tickets last month. She asked whether the seats are wasted and wants evidence for her leadership before the renewal.
What happened: Daniel Okafor ran a 3 Nov 2025 check-in with Siân alone. They covered usage, support and the renewal, which he raised so it would not be a surprise.
Customer view: Siân said collections have picked it up since the summer and complaints depend on it for regulated deadlines. She asked directly whether they are paying for people who never log in.
Commercial: The Enterprise order form is £115k a year, invoiced to match and paid on time. The contract runs to 9 Jan 2026 and she will take money questions through the right person at Brimscombe.
Watch: Siân worries she is a large share of the questions asked. Daniel committed to a team split, monthly logins and who is asking.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, renewal prep
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor sends the usage split by team, monthly logins and questions asked with who is asking, by Friday.
- Daniel Okafor offers slots for a short complaints team session on saved pages and dashboards.
- Daniel Okafor and Tom Ashdown meet Siân after the formal renewal notice to review what the brain has done.
Risks
As at Fri 9 Oct 2026- Siân questioned paying for a hundred and eighty seats against mid-forties daily users, so the value case must be shown.
- Siân is one of the heavier users, a key-person risk until the split of who asks questions is known.
- Money decisions go through another person at Brimscombe, who has not yet been part of the conversation.
Opportunities
As at Fri 9 Oct 2026- Unused Enterprise seats are headroom for the complaints and collections teams to reach.
- A short session on saved pages and dashboards for the complaints team could deepen use.
Transcript
Daniel OkaforHello Siân, thanks very much for making the time. Can you hear me all right?
Siân PritchardI can, yes. Good afternoon, Daniel. Give me a second, I'm just closing another window so I'm not tempted.- Daniel OkaforNo rush at all. I think it's just the two of us today, which suits a check-in. Just to close the loop, did the calendar note I sent last week reach you all right?
- Siân PritchardIt did, yes. Just us. How's your Monday been?
- Daniel OkaforCalm so far, thank you. It gets dark so early now, doesn't it? The clocks going back always catches me out. How's the week looking your end?
- Siân PritchardBusy, but in a good way. Shall I start with what the teams have been asking the brain this week? I find that's the quickest way to show you where we are.
- Daniel OkaforPlease do. That's exactly what I was hoping to hear.
- Siân PritchardSo, key accounts have been using it before their account reviews. They ask it for everything on a business customer in one go, the sites, the contracts, the recent calls and the bills, and then they walk in with one view rather than four tabs. One customer, one view, that's the phrase I keep using with them.
- Daniel OkaforI love that. And is that mostly the same few people, or has it spread?
- Siân PritchardIt's spread, which is what I wanted to tell you. Collections have really picked it up since the summer. They used to chase from the billing list alone, and now they check the call history and any open complaint before they ring someone. That's changed the tone of those calls, I think. Though let me be careful, I can't put a measure on that yet.
- Daniel OkaforThat's fair. How is the team finding it day to day? Any grumbles?
- Siân PritchardHonestly, fewer than I expected. A couple of people said the answers were too long at first, so we've been teaching them to ask narrower questions. Once they do, they're happy.
- Daniel OkaforThat's very common. A narrower question gets a tighter answer, and it tends to point at the source record more cleanly, so people trust it more.
- Siân PritchardYes, that's what we've seen. Trust is the whole thing, really. What does the record say? If the brain can show me the record, nobody argues.
- Daniel OkaforRight. Well, I've got the usage picture here, if it's useful. Shall I share what I'm looking at?
- Siân PritchardPlease.
- Daniel OkaforSo, you've got a hundred and eighty licensed users on Enterprise. Over the last month, the number of people active on an average day has been in the mid-forties, and that's up by about a fifth on the previous quarter. So it's moving the right way, and it's moving steadily rather than in a spike.
- Siân PritchardA fifth. That's good. Do you know which teams that's coming from? Because I'd like to be able to say it and not just feel it.
- Daniel OkaforFrom the activity I'd say complaints and collections are the growth, with key accounts steady. But I'd want to give you the split properly rather than guess, so I'll come back to you by Friday with it, team by team.
- Siân PritchardThat would help a lot, I do like to show the leadership team where it's landing. Can I ask something slightly awkward, though? A hundred and eighty seats, and the mid-forties on an average day. Are we paying for people who never log in?
- Daniel OkaforNot awkward at all, and a fair thing to ask. Average daily users isn't the same as everyone who's been in during the month, so the picture is a bit wider than that daily figure. I'd look at it as headroom rather than waste. The seats are there for the teams you haven't reached yet, and the trend is upward. But I'd rather show you who has logged in across the month than ask you to take my word for it.
- Siân PritchardYes, please include that. Evidence first.
- Daniel OkaforOf course. And while I'm in here, there's something I think is worth saying out loud. You've had no tickets with us in the last month. Nothing open, nothing high priority.
- Siân PritchardNo, and I'd noticed. Is that unusual?
- Daniel OkaforFor a user base growing like yours, it's a good sign. The connectors are loading, the nightly refresh has been landing before people start, and nobody's stuck. I'd be more concerned by silence from a shrinking team than from a growing one.
- Siân PritchardMm. Fair. I did check the freshness myself a couple of mornings, actually, because the complaints team start early and I didn't want them working on yesterday's data. It was always there.
- Daniel OkaforThat's the thing that matters for them. And just so you know, on Enterprise the service levels cover freshness as well as availability, so if it ever slipped you'd tell us and we'd treat it seriously.
- Siân PritchardGood to know. I'll keep that in my back pocket. Let's measure it before we claim it, but I'm not expecting to need it.
- Daniel OkaforQuite. Can I ask about the complaints side? You've said before that the answers have to meet the regulator's rules.
- Siân PritchardYes. That's where I'm most protective. A complaint has a clock on it, and the person writing the response needs the whole history in front of them, the calls, the bills, what was promised. If the brain gets that in front of them quickly, they've more time to write a proper answer. And I will not let a deadline slip because someone was hunting through systems.
- Daniel OkaforUnderstood. Is anything about how they use it getting in the way at the moment? A source they wish was connected, say?
- Siân PritchardThere's one thing. People keep asking whether they can keep a customer's usual questions to hand so they're not retyping them each time. I don't know if that's a feature or just something we haven't set up, honestly.
- Daniel OkaforThat sounds like a how-to more than a gap. There are saved pages and dashboards that would do it. Would a short session with the complaints team help? We could walk them through it on their own data.
- Siân PritchardA short session would be perfect. Not long, they're stretched.
- Daniel OkaforI'll suggest a few slots and you can tell me which suits. I'll keep it small and practical.
- Siân PritchardLovely.
- Daniel OkaforCan I raise the renewal while we're here? Just so it isn't a surprise. Your contract runs to 9 Jan 2026 and the renewal date is 10 Jan 2026, so we're about ten weeks away.
- Siân PritchardYes, I'd seen it in the diary. It's gone quickly.
- Daniel OkaforIt does. You're on the order form at £115,000 a year, what we've invoiced matches that, and everything has been paid on time, so there's nothing untidy on our side to sort out first.
- Siân PritchardGood. I like that nothing's untidy.
- Daniel OkaforWhat I'd suggest is that the formal notice comes to you in the usual way, and then we sit down properly, you, me and Tom, and look at what the brain has actually done for you. I'd rather the renewal conversation be about value than about paperwork.
- Siân PritchardI'd want that too. I'll be honest, anything about money I need to take through the right person here, I never go around them. But I can bring them the evidence if you help me build it.
- Daniel OkaforOf course, and that's what I'd want to help with. Between now and then, the split by team, who's logged in across the month, and a short list of what's been asked most. Does that sound right?
- Siân PritchardThat sounds right. And questions asked, if you have it, month on month. That's the best single thing, isn't it? Whether people keep asking.
- Daniel OkaforIt is, and who's asking, too. I'll include that, so we can see it isn't resting on one or two people.
- Siân PritchardGood point. Actually, that's something I worry about a little. I'm one of the heavier users myself, so I wouldn't want my name to be the reason the numbers look healthy.
- Daniel OkaforThat's a very honest thing to say, and it's worth knowing either way. If it turns out you're a large share, then that's an argument for broadening it, not a worry.
- Siân PritchardRight. Then let's find out.
- Daniel OkaforRight. Anything else you'd like me to look at before we finish?
- Siân PritchardNo, I think that's the lot. Thank you for being so straightforward, Daniel. It's easier to plan when I know where we stand.
- Daniel OkaforThank you, Siân. Just to close the loop, then: I'll send the usage split by team, the monthly logins and the questions asked, with who's asking, by Friday. I'll suggest a few slots for a short session with the complaints team. And the renewal notice will reach you in good time, in the usual way. Have I missed anything?
- Siân PritchardThat's everything. And I'll sort the diary for the three of us once we've seen the numbers.
- Daniel OkaforPerfect. Enjoy what's left of the afternoon.
- Siân PritchardAnd you. Diolch, Daniel. Bye for now.
- Daniel OkaforBest wishes, Siân. Bye.
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