Brimscombe Energy / BB-Demo – Qbr
Callcompleted
Brimscombe Energy · 2026-03-25 09:00
Brimscombe Energy's QBR on 25 Mar 2026 showed rising users and clean invoicing. The Chief Customer Officer will not sign a renewal without Siân Pritchard's view, and she wants usage by team and measured complaint examples.
What was said
What this says
Current to 13 Oct 26Brimscombe Energy's QBR on 25 Mar 2026 showed rising users and clean invoicing. The Chief Customer Officer will not sign a renewal without Siân Pritchard's view, and she wants usage by team and measured complaint examples.
What happened: Daniel Okafor reported active users up around ten percent, two closed tickets and nothing overdue. Siân Pritchard said a little over forty users against 180 licences needs measuring before anyone claims anything.
Customer view: Siân would not put a number on how much faster complaints are answered, because it has not been measured. She and Graham Tovey asked for evidence, not claims.
Commercial: Tom Ashdown confirmed the contract runs to 9 Jan 2027, with renewal on 10 Jan 2027 and £120k a year agreeing across order form, invoices and CRM. He declined to quote renewal pricing from memory and promised it in writing.
Watch: A small group, Siân and two key account leads, asks a large share of the questions. Billing and complaints teams are slower to adopt, which is where the Enterprise licence is least proven.
Themes
Current to 9 Oct 26Theme
Renewal value case
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor sends options for working sessions by the end of the following week and drafts usage by team.
- Tom Ashdown sends renewal dates for the diary and confirms in writing what applies to the contract before the notice date.
- Siân Pritchard picks teams and cases and sends names to Nikhil Rao through the access request.
Risks
Current to 9 Oct 26- Siân Pritchard and two key account leads ask a large share of questions, a key-person risk for the Enterprise subscription.
- Without usage by team and measured complaint examples, Siân may not back the renewal on 10 Jan 2027.
- Renewal pricing was not discussed, and Tom Ashdown has yet to confirm in writing what applies.
Opportunities
Current to 9 Oct 26- Working sessions on real cases for collections and complaints could spread usage beyond the current heavy users.
- A measured value case on complaint handling gives Siân something to stand behind at renewal.
Transcript
Daniel Okafor NoneGood morning, everyone, and thank you for your time. Let me just check who's joined. I can see Siân and Nikhil, and Tom is here from our side. Graham, are you with us?
Graham Tovey NoneI am. Morning. Camera's being slow, but you can hear me.
Tom Ashdown NoneMorning all. How's the week treating you? Has it stopped raining down in Gloucester yet, or are you all building arks?
Siân Pritchard NoneHa, not yet. It's been grey since Sunday. Busy though, which is better than quiet. Shall I start with what the teams asked the brain this week? It gives you a feel for how it's being used.- Daniel Okafor NonePlease do. That's exactly where I'd like to begin.
- Siân Pritchard NoneSo, collections asked it which business customers with an open complaint also have a bill in dispute, and it pulled the sites, the contract and the last call together. That's the one customer, one view idea working properly. The key account managers asked for contract end dates against their top accounts. And complaints asked for the full history on a handful of sites before they drafted their answers.
- Graham Tovey NoneThank you, Siân. Daniel, headline please.
- Daniel Okafor NoneOf course, Graham. The headline is steady and healthy. Active users are up around ten percent on the previous quarter, you've had two tickets in the last month and neither was high priority, and there's nothing overdue on the invoicing side. I'll walk through the detail, but nothing in here should surprise you.
- Graham Tovey NoneGood. That's what I like to hear. Tell me early, not late, if that changes.
- Daniel Okafor NoneUnderstood, and that's always been the arrangement. Let me share my screen. Give me a moment, I'll bring up the usage view.
- Daniel Okafor NoneRight, can you see that? So this is the last quarter against the one before. Active users are averaging a little over forty on a typical month, and that's the ten percent rise I mentioned. You're licensed for 180 on Enterprise, so there's a lot of headroom there.
- Siân Pritchard NoneYes, and I'd want to be careful with that one. Forty-odd out of 180 sounds low if you read it cold. But what does the record say about who those forty are? I'd rather we measured it before we claim anything.
- Daniel Okafor NoneThat's fair, and it's a good way to put it. From what I can see, the heaviest use is in key accounts and collections, with complaints coming up behind. The teams that were slower to start are the ones I'd like to understand better.
- Tom Ashdown NoneJust to jump in, because I sold this on the basis of whole teams working from one view. So it'd be worth knowing which teams haven't picked it up yet and why. No drama, it's just a thing to look at.
- Siân Pritchard NoneAgreed. Some of it is habit. People have their own spreadsheets and they trust them. Some of it is that the billing teams only see the brain when something goes wrong with a customer account.
- Graham Tovey NoneWhich brings me to my question. What does the customer see? If more of my people use it, what changes for the business customer on the other end?
- Siân Pritchard NoneHonestly, Graham, today the clearest change is in complaints. The person answering has the contract, the calls and the bills on one page, so the answer is consistent. But I can't give you a number for how much faster, because we haven't measured it. I'd sooner say that than guess.
- Graham Tovey NoneI appreciate that. And how does this hold up with Ofgem? If they ask how we reached an answer on a complaint, can we show it?
- Siân Pritchard NoneYes. The answer comes from the same record every time, and we can show which sources it drew on. That part I'm confident about. The deadline side is the bit I watch personally, and nothing has slipped.
- Daniel Okafor NoneIf it helps, I can show how a question and its sources are logged, so an auditor can follow it. Nikhil, you'd know best how that sits in your documentation.
Nikhil Rao NoneIt's all in the Snowflake account, so access is by role. Which role has access is the first question an auditor asks, and I can answer it. I'd want to check the wording before it goes in front of anyone, though.- Daniel Okafor NoneOf course. Shall we talk about the tickets while you're here, Nikhil? Two in the last month.
- Nikhil Rao NoneYes. Two, both closed. One was a how-to on permissions, which was me being thorough. The other was a sync that stalled for a night after a schema change on our side. I checked the load history, the next run picked it up, and the refresh was done before seven the following morning.
- Daniel Okafor NoneThank you, that matches what I have. Just to close the loop, support got to both inside the response times for Enterprise, and neither was classed as high priority.
- Graham Tovey NoneGood. Nikhil, any concerns about the twenty-odd sources? I don't want to hear in six months that something has been quietly broken.
- Nikhil Rao NoneNot quietly, no. Records indexed are moving every week, so nothing's gone stale. If a source changes shape I'll tell Daniel the same day. I don't change production on a Friday, so anything risky lands early in the week.
- Tom Ashdown NoneWhich is music to my ears, honestly.
- Daniel Okafor NoneLet me move to questions asked, because I think that's the best measure of value we have. Give me a second to bring the chart up.
- Daniel Okafor NoneOkay. Questions are up alongside users, so it isn't a few people asking more, it's more people asking. The one thing I'd flag gently is that a fair share still comes from a small group. Siân, I think you know who that is.
- Siân Pritchard NoneHa. Yes, me and two of the key account leads. I know. It's a key-person risk, and I'd rather not be the person it hangs on.
- Daniel Okafor NoneI wouldn't put it that harshly, but it's worth spreading. How is the team finding it, day to day? The ones who aren't asking so much.
- Siân Pritchard NoneMixed. The collections team love it once they've seen it work on a real case. The complaints team need to see it work on a case of their own. So I think the answer is short sessions on real accounts rather than another general training.
- Daniel Okafor NoneI'd be glad to help with that. We can run it as a working session on real cases, and I'll come back to you by the end of next week with a couple of options for who and when.
- Graham Tovey NoneWho owns that on our side?
- Siân Pritchard NoneI do. I'll pick the teams and the cases. Nikhil will need to confirm that the right people have the right roles first.
- Nikhil Rao NoneSend me the names and I'll check the roles. Not by email though, put it in the access request.
- Siân Pritchard NoneFair enough. Through the proper route, yes.
- Daniel Okafor NoneLovely. Now, dashboards. I've noticed your teams have built a few of their own, which I always take as a good sign, because it shows investment. Do they find them useful?
- Siân Pritchard NoneThe collections one gets used, I know that. The others I'm less sure about. Let's measure it before we say.
- Daniel Okafor NoneThen that's something I can pull for you, who opens what and how often. I'll include it in the summary.
- Tom Ashdown NoneCan I come in on the commercial side for a minute? Just so nobody's caught out later.
- Graham Tovey NonePlease. Go ahead.
- Tom Ashdown NoneSo you've been with us since 10 Jan 2025, the contract runs to 9 January 2027, and the renewal date is 10 January 2027. The order form, the invoices and what's in our system all agree at £120,500 a year, and nothing's overdue. I'm saying that now so there are no surprises later.
- Graham Tovey NoneThat's a clean position. Is there anything on price I should know about at renewal?
- Tom Ashdown NoneI'd rather not quote you anything from memory, Graham, so leave that with me. I'll confirm exactly what applies to your contract in writing, well ahead of the notice date. Daniel will be the one sending the renewal notice.
- Daniel Okafor NoneThat's right. I'll write to you around ninety days before, as is usual, and I'd like us to have had a proper conversation about value well before then, so the notice isn't the first you hear of it.
- Graham Tovey NoneGood. I want to be clear on one thing for everyone's benefit. I won't sign a renewal without Siân's view, so she needs what she needs to form one.
- Siân Pritchard NoneThank you, Graham. In practice, I'd want two things by then. Usage by team, so we can see where the licence is working, and one or two measured examples on complaint handling. Not claims, measurements.
- Daniel Okafor NoneBoth are reasonable and I think we can do both. I'll draft the usage-by-team view first, and we can agree together which complaint measures make sense, so they're ones you'd stand behind.
- Siân Pritchard NoneThen I'm comfortable.
- Tom Ashdown NoneLet's get something in the diary for the renewal conversation as well, so it's not left to the last minute. I'm not the bottleneck on these if I can help it. Cheers, I'll send some options.
- Graham Tovey NoneFine. Anything else I should hear before I go?
- Daniel Okafor NoneOnly that I think the foundations are good, Graham. The work now is getting more of your people using it, and being able to say what that's worth. That's a better problem than a broken platform.
- Graham Tovey NoneAgreed. Thank you all. I'll leave you to finish.
- Siân Pritchard NoneJust to recap what I've got. Daniel sends options for the working sessions by the end of next week. I pick teams and cases and send names to Nikhil through the access request. Daniel drafts usage by team, and the dashboard usage. Tom sends renewal dates for the diary.
- Daniel Okafor NonePerfect, that's exactly my list too. And Nikhil, just tell me the same day if a source changes.
- Nikhil Rao NoneWill do.
- Tom Ashdown NoneGreat. Thanks, all. Cheers.
- Daniel Okafor NoneThank you, everyone. Best wishes, and speak soon.
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