Brimscombe Energy / BG-Demo – QBR
Callcompleted
Brimscombe Energy · 23 Sep 2026 15:30
Quarterly review with Brimscombe Energy: teams like the brain but Siân Pritchard calls value positive and unmeasured. Active users are in the mid-forties of 180 licensed, and one morning load ran a day late.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review with Brimscombe Energy: teams like the brain but Siân Pritchard calls value positive and unmeasured. Active users are in the mid-forties of 180 licensed, and one morning load ran a day late.
What happened: The QBR on 23 Sep 2026 was led by Daniel Okafor. Graham Tovey joined late, after Siân Pritchard, Nikhil Rao and Tom Ashdown had covered usage, tickets and value.
Customer view: Siân called value positive but unmeasured and cannot yet put a figure on time saved per complaint. Active users sit in the mid-forties against 180 licensed, concentrated in complaints and key-account teams.
Commercial: Tom confirmed the order form at £120k a year, with matching invoices and nothing overdue. Graham will not discuss the renewal in detail until he sees numbers; the term runs to 9 Jan 2027.
Watch: One morning load ran a day behind after a source schema change, and Enterprise covers freshness as well as availability. Nikhil is writing a change process and an alert for late loads.
Themes
As at Fri 9 Oct 2026Theme
Unmeasured value, usage dip
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- Daniel Okafor sends Siân Pritchard training session options by the end of next week.
- Siân Pritchard provides a before sample from the complaints team in a couple of weeks for the value summary.
- Tom Ashdown confirms contract figures against the signed order form and finds a time for the renewal conversation.
Risks
As at Fri 9 Oct 2026- Value is unmeasured, and Graham Tovey wants numbers before discussing the renewal.
- Active users are in the mid-forties of 180 licensed, concentrated in a few teams.
- A late load on Enterprise touches the data freshness commitment and regulatory complaint deadlines.
Opportunities
As at Fri 9 Oct 2026- Short training sessions, collections first, could widen adoption.
- A before and after sample on complaint handling could give the renewal a measured value case.
Transcript
Daniel OkaforHello, can everyone hear me alright? Good. Thank you all for your time this afternoon, I know the diary is tight midweek. Let me just check who has joined. I can see Siân, Nikhil, and Tom is with me. Graham, are you on your way?
Siân PritchardGraham's in another meeting that's running over, he said to start without him and he'll join when he can. Hi Daniel, hi Tom. Before we start, can I say what the teams asked the brain this week? It's relevant.- Daniel OkaforPlease, that's the best way to open one of these.
- Siân PritchardSo the complaints team used it on Monday to pull everything we hold on one business customer before a call: sites, the contract, the last few calls and the bills. Previously that was four systems and a lot of waiting. Collections did the same yesterday. One customer, one view. That's the pattern I want to talk about today.
Tom AshdownBrilliant, that's what we hoped for when we sat down in the first place. How's your week been otherwise, Siân? Anything else going on that I should know about?- Siân PritchardBusy, but good busy. Regulatory reporting season, so the complaints team is leaning on it more than usual. Nikhil can tell you about the platform side.
Nikhil RaoPlatform's fine. Nightly loads have finished before the morning on every business day this month bar one. I checked the load history. I'll come back to that one when we get to tickets.- Daniel OkaforThanks, Nikhil. Let me share my screen and take us through the quarter. Tell me if you can see it. I've put together usage, the tickets, and then what I think the value story is, and I'd like you to correct me where I'm wrong.
- Siân PritchardI can see it. Go on.
- Daniel OkaforRight. Starting with people. You're licensed for 180 users on Enterprise, and over the last month the average number of active users has sat in the mid-forties. That's a touch down on the previous quarter, nothing dramatic, but I'd rather we talked about it than skipped over it.
- Siân PritchardYes. I saw that. And I'd rather be straight about it: the heavy users are the complaints and key-account teams, and collections are using it in bursts, mostly around month end. Let's measure it before we claim it, so I don't want to say adoption is wider than it is.
- Daniel OkaforThat's fair, and it matches what I see. A small group asking a lot of the questions, and a long tail of people who have logged in and not come back. How is the team finding it, from where you sit? Not the champions, the people who got access because their manager said so.
- Siân PritchardMixed, honestly. Some of them don't know what to ask. They treat it like a search box. When someone shows them a question that pulls a customer's calls and bills together, they get it straight away. It's a training thing more than a product thing.
- Tom AshdownCan I jump in, Daniel? That sounds like a thing we could help with. We've got people who'll run a session on how to ask good questions, no drama. Would a couple of short sessions with the collections team be useful, do you think?
- Siân PritchardIt would. Collections especially, because their questions are very repetitive and they'd get a lot out of a few well-chosen ones. I'd want the complaints team's best examples used, since they're real.
- Daniel OkaforLovely. I'll take that one, just to close the loop on who does what: I'll come back to you by the end of next week with two or three options for format and timing, and you tell me which teams to prioritise.
- Siân PritchardDiolch. That works.
- Daniel OkaforOkay, tickets. Two in the last month, one of them high priority. Nikhil, shall I let you describe the high priority one, since you raised it?
- Nikhil RaoYes. One morning load didn't land before the start of the day. Complaints noticed the answers were a day behind. I checked the load history, it was a schema change on a source, and we got it re-run. That's the whole story.
- Daniel OkaforAnd I'd say the response from our side was within what Enterprise gives you, thirty minutes on a P1, but please say if it didn't feel like that.
- Nikhil RaoIt was fine. I'm not complaining about the response. What I'd like is a heads-up from us before we change a source, which is on my side. I'll write that into our change process.
- Siân PritchardThat's useful, Nikhil. I'll say for the record that when freshness slips, the complaints team feels it first. A complaint answer built on yesterday's data is a risk with the regulator.
- Daniel OkaforUnderstood. And that's worth saying clearly, because on Enterprise the freshness commitment is something you can lean on, not only availability. We'll keep an eye on the refresh timing and tell you early if we see a pattern.
- Nikhil RaoRight. Which role has access to the refresh logs on your side? I want our auditors to be able to follow it, and I'm not going to share anything by email.
- Daniel OkaforFair. I'll check that with our engineers and come back to you through the admin console route, not email. I won't guess at it.
- Nikhil RaoGood.
- Siân PritchardDaniel, can I raise value? Because that's what Graham will ask me when he joins, and I need something I can stand behind.
- Daniel OkaforPlease. That's the heart of it.
- Siân PritchardI can tell you the teams like it. I can't yet put a figure on time saved per complaint, and I won't make one up. What I'd like for the renewal conversation is a way to measure how long it takes to assemble a customer view now against before. Even a rough sample would do.
- Daniel OkaforI think we can do that. We have the questions asked, who asked them and how often, and you have the complaint handling times on your side. If your team can give me a before picture from last year, even a small sample of cases, I can line it up against the usage and we can see what the brain has changed.
- Siân PritchardI can get you a sample from the complaints team. Give me a couple of weeks.
- Daniel OkaforThat's perfect. I'll hold the draft value summary until your sample comes in, so we're not guessing.
- Tom AshdownWhile we're on the renewal, shall I just flag where we are with the paperwork? Siân, Graham will want this too, so I'll say it once he's on and again now if that's alright.
- Siân PritchardGo ahead. He'll want it short.
- Tom AshdownSo you came on in January 2025, on Friday 10 January 2025, and the term runs to 9 Jan 2027, with the renewal falling on 10 Jan 2027. The order form has you at £120,500 a year, and the invoices match that, so nothing odd on the billing side. I'll confirm the exact figures against the signed copy before anyone relies on them, I don't quote from memory.
- Siân PritchardUnderstood. And nothing overdue on your side, to my knowledge, finance would have told me.
- Tom AshdownNothing overdue, no. All clean. So what I'd like is to get something in the diary for the renewal conversation. Not tomorrow, but with enough room that Graham isn't surprised by anything. Leave that with me and Daniel.
Graham ToveySorry, I'm here. Apologies for the delay. Headline please, Daniel.- Daniel OkaforWelcome, Graham, thank you for joining. Headline: the brain is stable and trusted by the teams that use it, with one slow morning load this month that Nikhil dealt with. Active use is a little down on last quarter, concentrated in a few teams, and we're planning training to widen it.
- Graham ToveyThank you. What does the customer see, in practice, when a load is late?
- Siân PritchardOnly that the answer is a day behind, Graham. We caught it before anything left the building, but it's the kind of thing that could matter on a complaint. Nikhil is tightening our own change process around it.
- Graham ToveyGood. Tell me early, not late, both of you. How does that hold up with Ofgem if it happens on a deadline?
- Nikhil RaoWe have a manual check on complaint deadlines, so the answer is we'd see it before it mattered. I'd rather not rely on that. I'm working on an alert when a load is late.
- Graham ToveyPlease do. Siân, what's your view on the value so far?
- Siân PritchardPositive, but unmeasured, and I've told Daniel that. We're putting together a before and after on complaint handling so I can show you something real in time for January, not a feeling.
- Graham ToveyThat's the right approach. I'm not going to discuss the renewal in detail today, I'd rather see your numbers first. But I'm happy to have the conversation once you have them.
- Tom AshdownThat's all I wanted to hear, Graham. No drama. I'll get a time in the diary for the early part of the autumn, and we'll work back from 10 Jan 2027 so nobody's rushing.
- Graham ToveyFine. Thank you all. I have to go to another meeting. Siân, send me the summary when it's ready.
- Siân PritchardWill do. Diolch, Graham.
- Daniel OkaforThanks, Graham. Right, with that, let me just close the loop on what we've agreed, and then I'll give you your time back.
- Daniel OkaforOne: I come back to Siân by the end of next week with options for short training sessions, collections first. Two: Siân gets a before sample from the complaints team in a couple of weeks, and I line it up with usage for the value summary. Three: I check the refresh log access route with our engineers and tell Nikhil, not by email. Four: Tom confirms the contract figures against the signed order form and finds a time for the renewal conversation. Did I miss anything?
- Nikhil RaoMy alert on late loads. I'll tell you when it's in. Not on a Friday.
- Daniel OkaforOf course, I'd not expect it on a Friday. Thank you, Nikhil.
- Siân PritchardThat's everything from me. Thanks both, it was a useful one.
- Tom AshdownCheers, everyone. Speak soon.
- Daniel OkaforBest wishes, all. Thank you again for your time.
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