Brimscombe Energy / BG-Demo – Renewal
Callcompleted
Brimscombe Energy · 26 Nov 2025 15:15
Brimscombe Energy's Chief Customer Officer wants the year-two number in writing before anything is signed. Collections want more users added, and a second internal view is needed before a yes.
What was said
What this says
As at Fri 9 Oct 2026Brimscombe Energy's Chief Customer Officer wants the year-two number in writing before anything is signed. Collections want more users added, and a second internal view is needed before a yes.
What happened: On 26 Nov 2025 Tom Ashdown and Daniel Okafor walked Graham Tovey and Mandy Gasson through the renewal. Both were told the plan is to stay on Enterprise from 10 Jan 2026, aiming to agree by 19 Dec 2025.
Customer view: Mandy said collections use it daily and she would put more people on it. Graham asked for the number early and wants a second view from inside the business before he signs.
Commercial: The CRM renewal deal shows £120k, described as total deal value, not the annual subscription. The current order form is £115k a year, and Tom owes the make-up in writing.
Watch: Graham called three quarters of the licence idle. Mandy's concern is training so new users do not lose trust.
Themes
As at Fri 9 Oct 2026Theme
Enterprise renewal, year two
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown sends the renewal figures in writing, with the make-up of the £120,500, commercial terms only.
- Daniel Okafor sends the records trace note, the ticket list and one-hour training dates for collections.
- Mandy Gasson sends names of people to add by the end of the week.
Risks
As at Fri 9 Oct 2026- The CRM deal value of £120,500 differs from the £115,000 order form and is unexplained until Tom confirms the make-up.
- Graham will not sign before a second internal view, and the 19 Dec 2025 target depends on early paperwork.
- Poor training for new collections users could erode trust in the answers.
Opportunities
As at Fri 9 Oct 2026- Collections have more agents waiting for access within the existing licence.
- Complaints would like more call history, which may touch connectors and the contract.
Transcript
Daniel OkaforHello, can you hear me all right? I think I'm a minute early, so I'll just wait for the others to come in.
Tom AshdownAfternoon, Daniel. Yeah, loud and clear. How's your week been?- Daniel OkaforBusy but good, thank you. A lot of rain on the commute, mostly. Yours?
- Tom AshdownSame, no drama. Spent half of Monday trying to park near the station, which tells you everything about my week.
Mandy GassonHello. Sorry, I'm in a meeting room, can you hear me?- Daniel OkaforPerfectly, Mandy, thank you for making the time. Just to check who's here: Tom, myself and you. Is Graham joining us?
- Mandy GassonHe's finishing something with the complaints team. Two minutes, he said. Which means five.
- Tom AshdownHa. Well, how's your end, Mandy? Winter bills starting to bite?
- Mandy GassonAlways. November is when the disputes pile up. People switch the heating on and then they ring us. Sites with a query, sites with a complaint. It's a lot.
- Tom AshdownI can imagine. Sixty thousand sites and every one of them with an opinion.
- Mandy GassonAround that, yes. Not all of them with the right opinion.
Graham ToveyGood afternoon, everyone. Apologies for the delay. Can someone give me the headline?- Daniel OkaforOf course, Graham, thanks for joining. The headline is that the first year has been steady, usage is climbing, there's nothing urgent open with our support team, and we'd like to agree the renewal in good time before the contract ends on 9 Jan 2026. Tom and I would like to walk through where things stand, hear what you want from the second year, and make sure nothing comes as a surprise.
- Graham ToveyGood. Tell me early, not late, and we'll get on well. Go on.
- Daniel OkaforUnderstood. So, usage first. The number of people active in the brain each month has gone up by about a quarter compared with the previous quarter. We're averaging around forty-seven active people, which is a good move in the right direction. How is the team finding it, Mandy? You're probably closest to the day to day.
- Mandy GassonMy team uses it. Collections uses it daily now. They look up a site, see the contract, the calls, the bills and whether there's a complaint open. Before, that was four screens.
- Daniel OkaforThat's lovely to hear. And the complaint flag specifically, is that what the team reaches for first?
- Mandy GassonFirst, yes. Is that site in dispute? That's the question. If it is, nobody chases. Simple.
- Graham ToveyWhat does the customer see, though? If a business customer rings in, is the agent seeing the same picture the collections team sees?
- Daniel OkaforThat's a fair question, Graham. Key-account and complaints teams look at the same record for a site, so what the agent sees on a call is the same contract and bill history that collections is looking at. Where the two used to drift is when somebody updated one system and not the other, and the brain reads from both.
- Graham ToveyAnd how does this hold up with Ofgem? If they ask how we handled a complaint, can we show it?
- Daniel OkaforYes, I think so. Everything runs inside your own Snowflake account, so the data never leaves your environment, and the answers point back to the underlying records: the call, the email, the ticket, the invoice. I wouldn't want to speak for your regulatory team on what the regulator accepts, but the trail is there for them to use.
- Graham ToveyThat's the right answer. I'll want a second view from inside the business on that before I sign anything. That's not a worry, it's how I work.
- Daniel OkaforCompletely fair, and we'd expect it. Just to close the loop on that, would it help if I put together a short note on how the records trace back? Something your team can read without a call.
- Graham ToveyYes, please. Short.
- Daniel OkaforShort. Noted.
- Tom AshdownCan I jump in, just on the commercial side so we're all looking at the same thing? We're at the end of the first year. Customer since 10 Jan 2025, you're on Enterprise, and the current order form is one hundred and fifteen thousand pounds a year, so £115,000. Licensed for one hundred and eighty users. Is that how you see it, Mandy?
- Mandy GassonThat's what's on the invoices. I checked this morning. The ledger says the same, and nothing overdue on our side, before you ask.
- Tom AshdownI wasn't going to, but thank you. No drama there, that's all good news.
- Mandy GassonI'll believe the renewal figure when it reconciles with that. So what's the number for year two?
- Tom AshdownRight. So, I'll be straight with you. In our system the renewal deal is showing at £120,500. That's the total value of the deal as we've got it recorded, not the annual subscription, and I don't want to quote you how that breaks down from memory. Let me confirm the make-up against the paperwork and put it in writing.
- Graham ToveyThat's about five thousand more than we pay a year now.
- Tom AshdownIt is, and that's exactly why I'd rather not guess at it on a call. The annual figure on the order form today is £115,000. I'll tell you what's inside the difference as soon as I've checked, and you'll have it before anything goes in front of you to sign.
- Graham ToveyGood. That's what I mean by early. I don't want to read a number for the first time on a document.
- Tom AshdownFair enough. Leave that with me. I'll put it in an email so you've got it in black and white.
- Mandy GassonCopy me. Not with anything about our credit position, I don't discuss that by email with sales. Just the commercial terms.
- Tom AshdownUnderstood. Commercial terms only. Nothing on credit.
- Daniel OkaforCan I go back to something, Graham? You asked what the customer sees. I think one of the things worth talking about for year two is who else gets to see it. At the moment around forty-seven people are active, and you're licensed for a hundred and eighty.
- Graham ToveySo three quarters of the licence is sitting idle.
- Daniel OkaforI'd put it more kindly, but it's headroom, yes. It means you can bring more people on without paying anything extra. Which teams haven't started? I don't want to guess.
- Mandy GassonMy side, we've got more collections agents who haven't been given access. We started with the team leaders and the people on disputes. The rest were waiting to see if it stuck.
- Graham ToveyAnd has it stuck?
- Mandy GassonIt's stuck. I'd put more people on it. Honestly, my only worry is the training. If they use it wrong, they'll see something that doesn't match a statement, and they'll stop trusting it.
- Daniel OkaforThat's a sensible worry. We could run a couple of short training sessions for the new collections people, and I'd sit in on the first one myself. Would that help?
- Mandy GassonIt would. Keep it to one hour. They won't sit through more.
- Daniel OkaforOne hour. I'll come back to you by the end of next week with a couple of dates.
- Graham ToveyWhat about complaints? Same position?
- Daniel OkaforI think the complaints team is already using it quite well, but I'd rather you told me. You've got visibility across them, I haven't.
- Graham ToveyThey like it. They'd like more of the call history, going back further. That's a conversation for later, it's not a condition.
- Daniel OkaforNoted, and I'll flag it to the team on our side so it's on the list, not lost. I'd rather look at what's connected before promising anything. Tom, anything on that from your side?
- Tom AshdownOnly that if it ends up meaning a change to what's connected, I'll tell you what it touches in the contract before anyone does any work. Not after.
- Graham ToveyGood.
- Mandy GassonCan I ask about support? Three tickets last month, I think. Were any of them ours to worry about?
- Daniel OkaforThree in the last thirty days, none of them high priority. Ordinary how-to questions and one about a refresh. All answered inside the response times for Enterprise. I looked at them this morning, so I'm happy to send the list if you'd like.
- Mandy GassonSend the list. And the refresh one, was the data stale?
- Daniel OkaforIt was a question about timing rather than a miss, as far as I can see, but I'll confirm that properly and tell you in the note. I don't want to say more than I know.
- Mandy GassonFine. I'll believe it when it reconciles.
- Daniel OkaforHa, I'd expect nothing less, Mandy.
- Graham ToveySo where do we land? What is the renewal, in a sentence?
- Tom AshdownIn a sentence: you stay on Enterprise, same one hundred and eighty users, the contract rolls over from 10 Jan 2026, we're aiming to have it agreed by 19 Dec 2025, and I confirm the numbers in writing first.
- Graham ToveyAnd that date, 19 December. Is that a hard date?
- Tom AshdownIt's the date we've pencilled in, so we're not racing the end of the contract over Christmas. It isn't a deadline from our side, the contract runs to 9 Jan 2026. I'd just rather not leave it to the last week of December.
- Graham ToveyAgreed. Nobody wants to sign in the last week of December. Send me the paperwork early in December and I'll have the second view by then.
- Tom AshdownBrilliant. Let's get something in the diary, too, so it doesn't drift. Daniel, can you pick a slot for a short follow-up in the first half of December?
- Daniel OkaforOf course. I'll send a few options with the training dates, so it's one email for you to look at rather than two.
- Mandy GassonOne email. Good.
- Graham ToveyBefore we finish. How has the support been, Daniel, from your side? Anything I should know about that I haven't been told?
- Daniel OkaforNothing hidden, Graham. If there's something, you'd hear it from me first. The one thing I'd flag is the point we've covered: a lot of unused licence, and a team who'd like to use it. That's the opportunity, as I see it.
- Graham ToveyGood. Then let's do exactly that.
- Daniel OkaforJust to close the loop, so we're all clear. Tom sends the renewal figures in writing, with the make-up of the £120,500 explained, and the paperwork early in December. I send the short note on how the records trace back, the ticket list and training dates for the collections team. Mandy, could you send me the names of the people you'd like added?
- Mandy GassonI'll send you names by the end of the week. Team leaders will check them first.
- Graham ToveyAnd I'll get the second view internally and come back to you on whether it's a yes.
- Tom AshdownLovely. That's the whole list, I think. Thanks all, it's been a good one, honestly.
- Daniel OkaforThank you, everyone, for your time, and for being so open. Speak soon.
- Mandy GassonThanks. Bye.
- Graham ToveyThank you. Goodbye.
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