Brimscombe Energy / BG-Demo – Check In
Callcompleted
Brimscombe Energy · 18 May 2026 10:00
On the 18 May 2026 check-in, Siân Pritchard praised the single customer view but admitted use is mixed. Active people are down about a sixth on the prior quarter. She wants a value case before the Enterprise renewal.
What was said
What this says
As at Fri 9 Oct 2026On the 18 May 2026 check-in, Siân Pritchard praised the single customer view but admitted use is mixed. Active people are down about a sixth on the prior quarter. She wants a value case before the Enterprise renewal.
What happened: Daniel Okafor ran a customer success check-in with Siân alone. She described strong use in key accounts, collections and complaints, but said some people drifted back to spreadsheets.
Customer view: Siân accepted the dip in active people and blamed habit, not data. She said people stop trusting answers they cannot trace to a source record.
Commercial: The term ends on 9 Jan 2027 with renewal on 10 Jan 2027, at £120k on the Enterprise order form. Siân asked whether one hundred and eighty licensed users is too many, and wants a value case built on her own measures.
Watch: A smaller group may be asking most of the questions, which is a key-person risk. Daniel owes a ticket write-up by Friday and a breakdown by team.
Themes
As at Fri 9 Oct 2026Theme
Adoption dip, value case
Importance
renewal
Sentiment
mixed
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 a plain write-up of the high priority ticket, with response time against Enterprise entitlement, by Friday.
- Daniel provides questions and active people by team with the month on month movement.
- Siân sends examples of untraceable answers and a view on the newer joiners.
Risks
As at Fri 9 Oct 2026- Active people are down roughly a sixth on the prior quarter, and a few people may be asking most questions.
- Siân questions the licensed user count and will need a value case before the renewal conversation.
- People lose trust when an answer cannot be traced to a source record.
Opportunities
As at Fri 9 Oct 2026- Putting a weekly ask-the-brain habit back into the key accounts stand-up could restore use.
- A short session for newer joiners could lift adoption across the licensed users.
Transcript
Daniel OkaforHello Siân, good morning. Can you hear me all right?
Siân PritchardMorning Daniel, yes, loud and clear. Sorry, one second, I've got the camera pointing at the wrong screen. There. Better?- Daniel OkaforMuch better, thank you. And thank you for making the time, I know Mondays are never quiet for you. Just checking who has joined: it's the two of us today, is that right?
- Siân PritchardJust me. I assume this is the customer success one rather than the commercial one, so I didn't pull anyone else in.
- Daniel OkaforExactly that. Tom knows we're talking, and he'll pick up anything commercial nearer the renewal. Today is really how is the team finding it, and whether there's anything we should be doing differently.
- Siân PritchardGood. Well, let me start where I always start, with what the teams asked it this week, because it gives you a truer picture than any dashboard of mine. Key accounts asked which business customers had a contract coming up and had also raised a complaint in the last quarter. Collections wanted a single view of a customer's sites, bills and the last few calls before anyone picked up the phone.
- Daniel OkaforMm, that's the combination you bought it for, isn't it.
- Siân PritchardIt is. And complaints used it twice on Friday to pull everything together for a response before the deadline. Nobody had to open four systems and reconcile them by hand. One customer, one view. That is the bit I keep telling people at events, and it holds up.
- Daniel OkaforThat's lovely to hear, and it's the sort of thing I like to repeat back to our own team, because it's easy for us to get lost in connectors and refresh times. How is the team finding it day to day, though? Not just the three groups, I mean the individuals.
- Siân PritchardMixed, if I'm honest. The people who have built it into how they work, they're in it constantly. Others tried it, got a decent answer, and then drifted back to their old spreadsheets. I'm not going to pretend otherwise.
- Daniel OkaforThank you for saying so plainly. That fits what I'm seeing, actually, so shall I put the numbers on the table and you tell me whether they match your feeling?
- Siân PritchardPlease. What does the record say?
- Daniel OkaforGive me a moment, I'll share my screen. Right. Can you see it? Good. So over the last thirty days the average number of active people is in the high thirties. That's a bit down on the prior quarter, roughly a sixth lower.
- Siân PritchardRight. Yes. I saw a hint of that in the monthly note and I wondered whether it was real or whether it was just the way the month fell.
- Daniel OkaforIt looks real, though I wouldn't want to over-read one quarter. Set against one hundred and eighty licensed users, you can see there's a lot of headroom. Which is good news in one way, because the people are already paid for, and a harder conversation in another, because somebody will ask what the rest are doing with it.
- Siân PritchardThat's precisely the question I'd get from our finance team, and quite right too. Let's measure it before we claim it. I don't want to go into the autumn saying adoption is wonderful when I can't show it.
- Daniel OkaforAgreed. And just to be fair to the number, it's an average. A drop in how many people log in doesn't automatically mean fewer questions are being asked. Sometimes a smaller group simply asks more.
- Siân PritchardWhich would have its own risk, wouldn't it. If a handful of people carry most of the questions, then one of them goes on leave, or moves on, and the value falls off a cliff.
- Daniel OkaforYes, that's it exactly. It's something I'd like to look at properly, who is asking and how the questions are spread across the three teams, rather than guess. I can pull that together for you.
- Siân PritchardI'd welcome that. By team, ideally, because the collections people and the complaints people use it in quite different ways. Complaints is almost all deadline-driven. Collections is more steady.
- Daniel OkaforNoted. By team, and I'll see whether I can show the month on month movement as well, so you're not relying on one snapshot.
- Siân PritchardGood. Do you have any thoughts on why it's dipped? You see a lot of customers. Is this a pattern?
- Daniel OkaforI'd be careful about generalising. What I do see, across customers, is that after the first burst of enthusiasm there's a settling period, and the teams who hold onto a regular habit are the ones who keep growing. A weekly moment where somebody says, ask the brain, tends to do more than any training session.
- Siân PritchardHm. We did that early on, in the key accounts stand-up. I think it slipped when people were moved onto other things. I'll be honest, that might be a fair part of it.
- Daniel OkaforThat's useful to know. It's an easy thing to put back, and I'd be glad to help if a short session for the newer joiners would be of use.
- Siân PritchardPossibly. Let me look at who's new first, and I'll come back to you. I don't want to book people's time for a session without knowing what they'd get out of it.
- Daniel OkaforOf course. Shall we turn to the tickets for a minute? There were three raised in the last thirty days, and one of them was marked high priority. I want to close the loop on that, because I don't want you to hear about it second hand.
- Siân PritchardYes, I knew about the high priority one, one of my team raised it when the answers looked off for an afternoon. It was sorted, I think, but I never got a proper explanation.
- Daniel OkaforYou're right to ask for one. I'll go through the timestamps and the notes from our support team, and I'll come back to you by Friday with a short write-up in plain words: what happened, when it was raised, when it was answered, and what's been done.
- Siân PritchardThank you. And please say whether the response time was inside what we're entitled to on Enterprise. I'd rather know than be told it was fine.
- Daniel OkaforI will, and I'll say if it wasn't. I'd sooner you heard it from me.
- Siân PritchardGood. That's all I ask. Now, while we've got the numbers up, do you see anything in the connectors or the records? Because if the data's gone stale somewhere, that would explain people drifting away, wouldn't it. Nobody likes asking a question and getting last month's answer.
- Daniel OkaforIt would, and it's one of the first things I checked this morning before the call. Nothing has stopped loading, and the records are still growing, so I don't think staleness is behind it. I'd say that's reassuring but not conclusive, and I'll keep watching it.
- Siân PritchardRight. So it's the habit, not the plumbing. That's easier to fix, to be fair.
- Daniel OkaforI think that's the likeliest reading, yes. Though I'd want your view from the floor as well, because you'll hear things I won't.
- Siân PritchardWhat I hear is that people trust it when the answer cites the source record, and they stop trusting it the first time it gives them something they can't trace. A couple of people mentioned that. Not many, but it travels.
- Daniel OkaforThat's a really helpful thing to know. If you can send me one or two examples of answers that people couldn't trace, even roughly, I'll go through them with our team and see whether it's the way the question was put or something in the data.
- Siân PritchardI can do that. I'll ask them to forward the ones they remember. Probably a few by the end of the week.
- Daniel OkaforPerfect. Now, I should mention the contract, just so there are no surprises. You're on the Enterprise order form at one hundred and twenty thousand five hundred pounds a year, £120,500, and what we've invoiced matches that exactly. Nothing is overdue on your side, so thank you for that.
- Siân PritchardOur finance team are tidy about it, I'll give them that. Is there anything else I should be aware of on terms?
- Daniel OkaforThe current term ends on 9 Jan 2027, with the renewal date on 10 Jan 2027. As your CSM, I'll give you proper notice well ahead of that, ninety days' notice, and then we'd talk it through. Tom will join for the commercial side.
- Siân PritchardRight. So we have the best part of the year. Which is exactly why I'd like to get this sorted now, rather than in December. Anything on money goes through the right person here, I won't pre-empt it, but I do want to be able to put a value case in front of them.
- Daniel OkaforThat seems very sensible to me. What would a good value case look like to you? If you were writing the page, what's on it?
- Siân PritchardThree things, I think. How quickly complaint responses get put together now compared with before, and I'd need our own figures for that, not yours. Whether key accounts are catching contract issues earlier. And whether collections are having fewer calls where they've missed something the customer already told us.
- Daniel OkaforThose are the right three, and notice that only one of them can come from our usage data. The other two sit in your own measures. What I can do is show you how often those teams asked about complaints, contracts and bills over time, and you can set it beside your own numbers.
- Siân PritchardYes, I like that. It keeps us honest. I'm not going to say the brain saved us a certain amount unless I can show where it came from.
- Daniel OkaforAnd I wouldn't ask you to. If the evidence is thinner than we'd like in one area, it's better we both know now, while there's time to do something about it.
- Siân PritchardAgreed. Is there any point in thinking about the licensed users? One hundred and eighty is a lot, if we're only using a fraction. Should we be thinking about it differently?
- Daniel OkaforIt's a fair question, and I'd rather not answer it today on a hunch. Let's see the breakdown by team first. If the picture is that whole groups never really started, that's an adoption conversation. If they're all using it a little, that's a different one. Then it's for you and Tom to decide whether the numbers still suit you.
- Siân PritchardFair enough. I'd rather fix the use than argue about the licence. If we can get more of the people we've already paid for using it, that's a better story all round.
- Daniel OkaforI think so too. Shall I just run back through what we've agreed, to make sure I've got it?
- Siân PritchardPlease.
- Daniel OkaforSo, from me: a short write-up on the high priority ticket by Friday, including the response time against what Enterprise entitles you to. A breakdown of questions and active people by team, with the month on month movement, so we can see who is asking what. And then I'll hold off on any view about the licence until we've both seen it.
- Siân PritchardAnd from me, a few examples of the answers people couldn't trace, and a view on who the newer joiners are, so we can decide whether a short session is worth it. I'll also put the weekly habit back into the key accounts stand-up and see if it moves anything.
- Daniel OkaforThat's lovely. If it's helpful, once you've had the breakdown we could pick a time for another conversation, a bit nearer the summer, and use it to start sketching the value case together. Does that sound right?
- Siân PritchardIt does. Give me the numbers first and then we'll find the time. Before we go, thank you for being straight about the dip. I'd rather talk about it than have it sitting there.
- Daniel OkaforNot at all, it's what I'm here for. Thank you for your honesty too. Give my best to the team, and I'll be in touch by Friday. Best wishes, Siân.
- Siân PritchardDiolch, Daniel. Speak soon, take care.
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