Brimscombe Energy / BB-Demo – Check In
Callcompleted
Brimscombe Energy · 2026-07-17 16:15
Siân Pritchard reports collections and key accounts using the brain well and will support renewing, but wants a measured value case before she takes the Enterprise renewal to finance. Daniel Okafor owes her three written items.
What was said
What this says
Current to 13 Oct 26Siân Pritchard reports collections and key accounts using the brain well and will support renewing, but wants a measured value case before she takes the Enterprise renewal to finance. Daniel Okafor owes her three written items.
What happened: Daniel Okafor and Siân Pritchard held a light check-in on 17 Jul 2026. Siân described collections getting a complaint-and-arrears list in one question, and key accounts as the heaviest users.
Customer view: She is candid that a hundred and eighty licensed users are far from used. She says the complaints handlers are next, because of the regulator's clock.
Commercial: The order form is £120k a year, matches the invoices and nothing is outstanding. The term runs to 9 Jan 2027 and the renewal date is 10 Jan 2027. She will support renewing but wants a baseline-backed case for her finance lead.
Watch: Daniel promised the renewal position in writing, including the price book change, to Siân first. The evidence does not show what that change means in pounds for this account.
Themes
Current to 9 Oct 26Theme
Usage growth, renewal value case
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send an outline for a complaints handlers session by the end of the week after the call.
- Daniel Okafor to write a one-page usage note comparing with the same months last year.
- Daniel Okafor to send the renewal position in writing to Siân first.
Risks
Current to 9 Oct 26- Siân's support for renewal depends on a measured value case she can show her finance lead.
- A hundred and eighty licensed users against mid-forties active leaves a gap she may be asked to justify.
Opportunities
Current to 9 Oct 26- Complaints handlers are the next team to onboard on the Enterprise licence, starting with a small group.
- Siân plans to speak at an autumn event about the complaints work.
Transcript
Daniel Okafor NoneHello Siân, can you hear me all right?
Siân Pritchard NoneI can, yes. Afternoon, Daniel. Can you hear me? I've switched headsets, so tell me if I sound like I'm in a tunnel.- Daniel Okafor NoneNo, you're clear as anything. Thank you for making the time, I know Friday afternoons get squeezed. Is it just the two of us today, or is anyone from your side joining?
- Siân Pritchard NoneJust us. I thought we'd keep it light, it's a check-in rather than a review. Though I do want to tell you what the teams have been asking it this week, because it made me smile.
- Daniel Okafor NonePlease, go on. That's always my favourite part.
- Siân Pritchard NoneSo the collections team asked it, in plain words, which business customers had both an open complaint and a bill in arrears. And it came back with the list, and with the calls attached. Before, that was two people and a spreadsheet and most of a morning.
- Daniel Okafor NoneMm. And did they trust it, the list? Or did somebody go and check it by hand anyway?
- Siân Pritchard NoneSomebody checked a couple by hand. Which is fine, that's healthy. But what does the record say? The record matched. So the second time, they didn't bother.
- Daniel Okafor NoneThat's exactly how it tends to go. The first week people check everything, and then one day they just ask. How is the team finding it overall? Not just collections, I mean the key-account people as well.
- Siân Pritchard NoneKey accounts are the heaviest users now, I'd say. They open a customer and they want sites, contracts, the last few calls and the bills on one page. One customer, one view. They used to ring three different departments for that.
- Daniel Okafor NoneWhich is the whole reason you bought Enterprise in the first place. I remember you saying that on the very first call.
- Siân Pritchard NoneDid I? Well, I've not changed my tune. Anyway, what have you got on your side? I saw the usage numbers go across last week, but I'd rather hear you read them.
- Daniel Okafor NoneOf course. So the headline is that active users over the last month are in the mid-forties on average, and that's up by getting on for a quarter compared with the previous quarter. That's a proper step, not a blip.
- Siân Pritchard NoneRight. And that's real people asking real questions, not somebody's script running?
- Daniel Okafor NoneReal people. And it's spread across a good few of them, which I like, because it means you're not leaning on one or two enthusiasts. Yourself excluded, obviously.
- Siân Pritchard NoneHa. Yes, I did wonder whether I was the one holding it up. I'm trying hard not to be.
- Daniel Okafor NoneYou're not. I looked specifically, because that's the thing I worry about for any account when the champion is as active as you are. It's healthy.
- Siân Pritchard NoneGood. Now, I'll say the thing before you do. We've got a hundred and eighty licensed users and we're nowhere near using them. I know that. I'd rather be honest about it.
- Daniel Okafor NoneI wasn't going to make it awkward, honestly. To me it reads as headroom. You've got the seats, the people are arriving, and the question is just who comes next.
- Siân Pritchard NoneWho comes next is the complaints handlers, I think. They're the ones with the regulator's clock running. If an answer has to go out inside a set time, they need the full history in front of them, not three tabs and a prayer.
- Daniel Okafor NoneYes. And that's one where I'd suggest we sit down with a couple of them rather than just switch them on. Show them the questions that matter for a complaint file. Would that be useful?
- Siân Pritchard NoneIt would. Let me think about who. I don't want to put forty people in a room and lose them in the first ten minutes. A small group, the ones who'll tell me honestly if it's rubbish.
- Daniel Okafor NoneThat's the best kind of group. I'll come back to you by the end of next week with a short outline for a session, and you can cut it down as you see fit.
- Siân Pritchard NoneLovely. Thank you.
- Daniel Okafor NoneJust to close the loop on support while we're here. There was one ticket in the last month, nothing high priority. It was resolved, but did it feel resolved to you? Sometimes the system says closed and the person says not really.
- Siân Pritchard NoneThe one about the report not matching? That was fine. It was our own mapping, if I'm honest, not your side. Someone had renamed a field. They were quick, mind.
- Daniel Okafor NoneGood, I'm glad. And that's useful to know, because renamed fields are the thing that catches people out. If your teams are changing anything in the CRM or the billing system, a quick word beforehand saves a lot of head-scratching.
- Siân Pritchard NoneI'll remind them. We're not planning anything big, but it's the little changes that bite. Right. Shall we talk about the renewal, so it's not a surprise to either of us?
- Daniel Okafor NoneYes, please. I was going to raise it gently, so thank you for getting there first. As it stands, your contract runs to 9 Jan 2027 and the renewal date is 10 Jan 2027. So it's some months away, but not so many that I'd leave it.
- Siân Pritchard NoneMm. Autumn will come around quickly. And that's the current amount, one hundred and twenty thousand and something?
- Daniel Okafor None£120,500 a year. That's what's on the order form, and it matches what's been invoiced, so there's no gap between the two. Nothing outstanding either, you've been very tidy.
- Siân Pritchard NoneOur finance people will be glad to hear it. Now, I should say plainly: I'll support renewing, but I need a case I can put in front of them. Let's measure it before we claim it. I don't want to say the brain saves us a fortune if I can't show where.
- Daniel Okafor NoneI'd much rather that than a big claim, and so would they, I expect. What would you want to be able to show? Let's start from what you can actually count.
- Siân Pritchard NoneThree things, really. How long it takes to answer a complaint now compared with a year ago. How many handoffs between teams for one business customer. And how much collections time goes on finding the facts rather than acting on them.
- Daniel Okafor NoneThose are good, and they're the right kind: they're things you were doing before the brain, so you've a baseline. The questions asked will help with the third one, because we can see what the collections team is actually asking.
- Siân Pritchard NoneRight, and you can pull that by team?
- Daniel Okafor NoneBy team, and by month, and I can compare with the same month last year, which is where the growth really shows. I'll put it together as a short note rather than a deck. Nobody enjoys a deck.
- Siân Pritchard NoneHeaven forbid. A note is perfect. A page, two at the most.
- Daniel Okafor NoneA page. And on the commercial side, you'll know there was the price book change we wrote to every customer about at the start of the year. I'll put what that means for you at renewal in writing, rather than give you numbers off the top of my head. Tom will be in that conversation too, since he looks after the commercial terms.
- Siân Pritchard NoneYes, I remember the letter. Send it to me and I'll take it to our finance lead myself. I wouldn't want anyone hearing about money from a side door.
- Daniel Okafor NoneCompletely understood, and that's how I'd want it. Straight to you, and then through to your finance lead in whichever way suits them.
- Siân Pritchard NoneOne more thing, while I think of it. I'm speaking at an event in the autumn and I'd like to talk about the complaints work. Is that all right with you? I'll keep customer names out of it, obviously.
- Daniel Okafor NoneMore than all right, we'd be delighted. I'd just ask that you send me the slides beforehand, so I can see nothing's out of step with how we describe the product. Not to police you, just to be safe.
- Siân Pritchard NoneFair. And I'll only put numbers on the slide that I've measured. That's my rule.
- Daniel Okafor NoneWhich is why people believe you when you stand up there.
- Siân Pritchard NoneFlattery. Right, is there anything else from you? I'm conscious we're coming up to the end of the slot.
- Daniel Okafor NoneOnly to recap, so we both leave with the same list. I'll send an outline for a session with the complaints handlers by the end of next week. I'll put together the one-page usage note, with the comparison against last year. And I'll send the renewal position in writing, to you first. Have I missed anything?
- Siân Pritchard NoneNo, that's it. From my side I'll pick the small group of handlers and share the three things we want to measure, so you're not guessing.
- Daniel Okafor NonePerfect. Thank you again, Siân, and have a good weekend, whatever the weather's doing in Gloucester.
- Siân Pritchard NoneRaining, naturally. Diolch, Daniel. Speak soon.
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