Brimscombe Energy / BG-Demo – Renewal
Callcompleted
Brimscombe Energy · 1 Oct 2026 16:45
Renewal call on 1 Oct 2026. Siân is leaning yes on condition of a measured value case. Mandy wants the seat count and ledger reconciliation clean. Graham was told the price is likely to rise. Target signature is 20 Nov 2026.
What was said
What this says
As at Fri 9 Oct 2026Renewal call on 1 Oct 2026. Siân is leaning yes on condition of a measured value case. Mandy wants the seat count and ledger reconciliation clean. Graham was told the price is likely to rise. Target signature is 20 Nov 2026.
What happened: Daniel Okafor led the renewal call on 1 Oct 2026 with Siân Pritchard, Graham Tovey and Mandy Gasson, with Tom Ashdown from BG-Demo. The contract runs to 9 Jan 2027 and usage was described as healthy.
Customer view: Siân is leaning yes but will not claim a benefit she cannot measure. Mandy trusts the ledger over the brain and asked whether the company is paying for people who never log in.
Commercial: Tom said the customer signed under the first price list and moves to the new list at renewal. He cited a contracted annual figure of £120k and an open renewal deal of £131k in total, and promised written figures before anything is signed.
Watch: Seat count, the measured value case and the share of questions asked by a few people are all open. Graham named no new team or source system, so a like-for-like renewal is the working plan.
Themes
As at Fri 9 Oct 2026Theme
Renewal price and value
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 to confirm the renewal figures in writing, including what is annual in the open deal, before the usage material is sent.
- Daniel Okafor to send usage by team, questions by month with the top askers' share, and the ticket write-up by the end of next week.
- Siân Pritchard to set a session with Graham and Mandy a week after the material lands, aiming for signature on 20 Nov 2026.
Risks
As at Fri 9 Oct 2026- The renewal moves the customer to the new price list and the written figures are not yet confirmed, which Graham will not accept as a surprise.
- Mandy questioned the 180 licensed users against lower daily use, so the seat count could be pushed down.
- Siân's support depends on a measured value case that does not yet exist.
Opportunities
As at Fri 9 Oct 2026- Usage by team may show some teams, such as complaints, need more seats, which would support a planned adjustment.
- Mandy's point that the brain stopped the team writing to disputed sites is a concrete value example to document.
Transcript
Daniel OkaforHello, can you all hear me? I can see Siân and Graham, and I think Mandy is on her way. Thank you all for making the time, I know it's the end of a long day.
Siân PritchardHello Daniel, yes, loud and clear. Mandy's just finishing something with the collections team. She said two minutes.
Tom AshdownAfternoon, everyone. How's the week been? It's flown by on our side, I'll say that much.
Graham ToveyBusy, Tom, thank you. Month end is never quiet for us. Daniel, let's have the headline, so we know what we're here to decide.- Daniel OkaforOf course. The headline is that your contract runs to 9 Jan 2027, with the renewal date on our side as 10 Jan 2027, and we wanted to sit down properly now rather than in December. Usage is healthy, nothing is overdue, and what I'd like from today is a clear path to a signed renewal, with no surprises on either side.
Mandy GassonSorry, sorry, I'm here. Mandy. I've been in the ledger all afternoon and lost track of the time.- Daniel OkaforNo trouble at all, Mandy, thanks for joining. Just to close the loop, that's everyone: Siân, Graham, Mandy, Tom and me.
- Graham ToveyGood. Before the detail, one thing. Tell me early, not late. If there is anything in this renewal that I will not like, I would rather hear it today.
- Tom AshdownNo drama, Graham, and fair enough. There is one thing, and I'll come to it in a minute so it isn't a surprise. But let Daniel go through how things have been first, because the price conversation makes more sense once we've said what you're getting out of it. Is that all right?
- Graham ToveyGo on.
- Daniel OkaforRight. So since you joined us in January 2025 the brain has become the place the key-account, collections and complaints teams go to see a business customer's sites, contracts, calls and bills together. Over the last quarter active use has gone up again, so it's not something that peaked at launch and faded. In the last month there was one ticket, a high priority one, and I'll put the write-up in the pack so you have the whole thing. No overdue invoices on our side either. How is the team finding it day to day? Siân, I think you're closest to that.
- Siân PritchardWell, I always start with what the teams asked it this week, so let me do that. Collections asked which sites with a disputed bill also have an open complaint, and the complaints team asked for every call and email on one business customer before they answered a letter. That's what I mean by one customer, one view. What I'm careful about is the value case. I'll say what the record says, and I won't say we've saved a particular amount until we've measured it. So the usage is there, and people like it, but let's measure it before we claim it.
- Graham ToveyThat's fair. What does the customer see, though? If I ask what is different for a business customer on the phone to us, what is the answer?
- Siân PritchardThe adviser has the bill, the dispute and the last call in front of them, so the customer isn't asked to repeat themselves. Whether that shows in the complaint numbers I can't say yet. I'd want a few more months of comparison, and I'd rather give you a real figure in the new year than a guess now.
- Graham ToveyAnd how does that hold up with Ofgem? If the regulator asked how we handled a complaint on one of these sites, can we show it from this?
- Siân PritchardWe can show the trail, yes. Every answer comes back to a record, and I'd be happy to walk anybody through it. What I won't do is let the brain stand in for the complaint file itself. It points to the source, it doesn't replace it.
- Mandy GassonCan I come in on that? The ledger says what's owed. If the brain and the ledger disagree, the ledger wins. I'll believe it when it reconciles. That said, I've used it to check whether a site is in dispute before anybody chases it, and that has stopped us writing to people we shouldn't have. That is worth something.
- Daniel OkaforThat's really helpful, Mandy, and I'd like it written down, because it's the kind of thing that gets lost at renewal. Has the reconciliation been holding up, from what you've seen? Any sites where the two don't agree?
- Mandy GassonA handful at the start. Lately, nothing I've had to escalate. I check a few each week out of habit. If one goes off I'll tell you, and you'll hear it from me first.
- Graham ToveyRight. Tom, you said there was one thing. Let's have it.
- Tom AshdownYeah. So, no drama, but it's the price book. When you signed in January 2025 you came in on the first price list. We changed the list for new business at the end of last year, and anybody who signed under the old one moves to the new list the first time they renew from the middle of this year onwards. Everyone was told earlier this year, in writing, so it shouldn't be news, but I'd rather say it out loud than have it land in a document. I'm not going to quote you the new number from memory, because I'd get it wrong, and I'll confirm it in writing. What I can tell you is what's on the books. Your contracted annual figure is £120,500, the invoices match it, and the renewal deal we have open in our system is £130,750 in total. I'll check exactly what's in that total, and what's annual, before anyone relies on it.
- Graham ToveySo the number may go up.
- Tom AshdownIt's likely, yes. I don't want to guess how far until I've confirmed it. What I can promise is that you'll see it in writing before anything is put in front of you to sign.
- Graham ToveyGood. In writing, with the working. I don't tolerate surprises, Tom, and I think you know that.
- Tom AshdownI do, and that's why I'm saying it now.
- Mandy GassonCan I ask about the seats? The paperwork says 180 licensed users. Daniel's own usage is a lot lower than that on a normal day. Are we paying for people who never log in?
- Daniel OkaforIt's a fair question, and I'd rather answer it properly than guess. The average on a normal day is well below the licensed number, but an average hides the people who come in once a week or once a month, perhaps teams like complaints. So what I'll do is pull who has actually used it across the year, by team, and we can look at it together. If the right number is lower, or if some teams need more, I'd rather we planned that now than argue about it in December.
- Siân PritchardI'd value that, split by team, with the questions asked month on month, and who's asking them. If one or two people ask most of the questions, I want to know. That's a risk for me, not just for you.
- Daniel OkaforUnderstood, that's easy to do. Just to close the loop, I'll include the questions by month and the share asked by the top few people.
- Siân PritchardDaniel, can you put the usage page up, so Mandy and Graham see the same thing I do?
- Daniel OkaforSharing now, tell me if you can see it. So this is questions asked by month, and this is the line for the last quarter, which is climbing, gently, not dramatically. The connectors have been steady, nothing has dropped out, and the records indexed keep moving, so the brain isn't going stale on you. What I can't show you on this page is the value, and that's your point, Siân.
- Graham ToveyI can see it. Fine. Siân, where are you at as of today? Are you recommending we renew?
- Siân PritchardI'm leaning yes, Graham, with a condition. I want the measured value case in front of you and Mandy before you sign, not after. The teams use it, the regulator trail holds up, and I'd rather have it as it is than go back to people reconciling systems by hand. But I won't claim a benefit I can't measure, so give me until the numbers are in.
- Graham ToveyThat is acceptable. Mandy?
- Mandy GassonI want the seat count and the ledger reconciliation in the pack. If those are clean, I've no objection. I won't put my name to a dashboard over a statement, mind.
- Daniel OkaforUnderstood, both of those will be in. One more from me before we go to dates. Is there anything coming in the business that should change what you need from the brain? A new team, a different source system, anything like that?
- Graham ToveyNothing I can name today. If that changes I will tell you early, not late.
- Daniel OkaforThat's useful, thank you. I'll plan on a like-for-like renewal, and if anything moves we'll adjust early.
- Tom AshdownRight, so for the diary. We've got the renewal down for 20 Nov 2026, which is well ahead of the contract end in January. Is that a sensible target for signature, or is it too tight with year end in your world? Let's get something in the diary for a follow-up in a couple of weeks, so there's a date to work to.
- Graham ToveyThat date is workable if the written figures arrive in good time. Siân, can your diary hold a session with Mandy and me before then?
- Siân PritchardIt can. Give me the pack and I'll set it up, a week after it lands.
- Daniel OkaforSo, just to close the loop. I'll send the usage by team, the questions by month and the write-up of the one ticket by the end of next week. Tom will confirm the renewal figures in writing, including what sits in the open deal and what is annual. Siân sets the session with Graham and Mandy once the pack lands, and we're aiming for 20 Nov 2026. Have I missed anything?
- Tom AshdownNo, that's it. Leave that with me. I'll get the figures to you before the usage pack, so you've got them in hand. Cheers, all.
- Graham ToveyThank you, everyone. That was useful, and no longer than it needed to be. I would rather be told early, so keep doing it.
- Siân PritchardDiolch, everyone. Speak soon.
- Mandy GassonThanks. Regards, Mandy Gasson.
- Daniel OkaforThank you all. How is the team finding it is always the question I come back to, and today you've told me. Best wishes, Daniel.
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