Penmaen Software / BB-Demo – Qbr
Callcompleted
Penmaen Software · 2025-06-20 09:30
Quiet QBR on 20 Jun 2025. Just under ten of forty users are active daily, Ffion Rees reports hours saved each week, and the CFO wants a one-pager before the renewal. The dashboards builder is barely used.
What was said
What this says
Current to 13 Oct 26Quiet QBR on 20 Jun 2025. Just under ten of forty users are active daily, Ffion Rees reports hours saved each week, and the CFO wants a one-pager before the renewal. The dashboards builder is barely used.
What happened: Marcus Bell ran the QBR on 20 Jun 2025 with Cerys Llewellyn, Ffion Rees and Huw Bevan, who stayed for the whole hour.
Customer view: Ffion said the weekly pack used to take most of a morning and now takes much less. Connectors and the nightly refresh are loading, and nobody raised a problem.
Commercial: Huw asked for a one-pager on who uses it, how often and what it saves. Contract runs to 24 Jul 2025 and Tom Ashdown owns the commercial points.
Watch: Huw asked whether use is too concentrated in a few people. The time saving is not yet confirmed by email.
Themes
Current to 9 Oct 26Theme
Adoption and renewal evidence
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- Marcus Bell sends Huw the one-pager early the following week.
- Ffion Rees confirms the time saved by email so Marcus can quote it.
- Marcus books a short dashboards builder session with Ffion.
Risks
Current to 9 Oct 26- Use rests on a small group, and the CFO asked what would be lost if Cerys moved on.
- The time-saving claim is unconfirmed until Ffion replies by email.
Opportunities
Current to 9 Oct 26- The dashboards builder on Growth is barely used and could deepen adoption through a weekly renewals view.
- Getting more account managers asking the brain would broaden use beyond the current group.
Transcript
Marcus Bell NoneMorning, everyone. Can you hear me okay? I'm just sharing my screen now.
Cerys Llewellyn NoneMorning, Marcus. Yes, all fine here. Ffion's just coming in, I think.
Ffion Rees NoneMorning, sorry, I was muted. Can you see me? Yes. Hello.- Marcus Bell NoneThere you are. Huw, are you with us?
Huw Bevan NoneI am. Good morning. Cerys's team asked me this week to stay for the whole hour, so I will. Shall we begin with adoption?- Marcus Bell NonePerfect, that's exactly where I wanted to start. So what I want to cover today is usage first, then what people are asking, then where the data's coming from, and then a word on the renewal, and anything you want to throw at me. Sound alright?
- Cerys Llewellyn NoneThat's the order I'd want.
- Marcus Bell NoneRight. So I've pulled the numbers. You've got forty licensed users. On average, over the last month, just under ten of them are active on a given day. That's up a little on the previous quarter, a few percent, so it's gently the right way.
- Huw Bevan NoneJust under ten. And who are they?
- Marcus Bell NoneMostly the customer success team and the ops side, with a couple of finance people dipping in. Cerys, you're the heaviest, then a handful of your team, and Ffion's in there a lot as admin.
- Ffion Rees NoneYes, that's fair. I'm in there most days because I keep an eye on the connectors and the nightly refresh.
- Huw Bevan NoneIs it too concentrated in one or two people? That's what I'd worry about. What would we lose if Cerys moved on?
- Marcus Bell NoneFair question. It's not all Cerys. The questions are spread over several people, though yes, a few ask more than the rest. What I'd like is for more of the account managers to build the habit, so it's not resting on a small group.
- Cerys Llewellyn NoneI've seen this work when the whole team gets used to asking it first thing on a renewal. We're not quite there. I'd say that's my job for the next quarter, getting the account managers in properly.
- Huw Bevan NoneGood. Let's not rush it, but I'd like to see it.
- Marcus Bell NoneUnderstood. Let me bring up the questions now. Give me a second, this page is slow to load.
- Marcus Bell NoneOkay. This is what people have been asking over the quarter, grouped by theme. The biggest group is renewals by leisure operator: what's the status, what's the usage, what's open. Then tickets, grouped by what they're about. And then a smaller set around product usage per operator.
- Cerys Llewellyn NoneThat's about right. The usage per operator one is the one my team likes best, because it tells us who's gone quiet before they tell us.
- Ffion Rees NoneAnd the ticket themes help me. When I'm preparing the weekly pack I used to copy things across by hand. Now I just ask.
- Huw Bevan NoneHow much time does that save? Roughly. I don't need a precise figure.
- Ffion Rees NoneHonestly, the weekly pack used to take most of a morning. Now it's much shorter. I'd say a few hours a week, between me and the team.
- Huw Bevan NoneThank you. That's useful, and I'd like that in the write-up if you're able to.
- Marcus Bell NoneYeah, I'll put it in. I want to be careful I only say what you tell me, so Ffion, if you can confirm that in an email afterwards, I'll quote it back to you.
- Ffion Rees NoneOf course.
- Marcus Bell NoneNext, connectors and data. Ffion, you know this better than me. Everything's loading as it should, nothing's stalled, and the nightly refresh has been landing before the working day starts. Is that what you see?
- Ffion Rees NoneYes. No complaints. I'd have raised a ticket if there'd been anything.
- Marcus Bell NoneWhich fits, because there've been no tickets from you in the last month at all. I'd read that as quiet, not neglected. But I'll admit that on its own I can't prove it.
- Huw Bevan NoneI appreciate you saying so.
- Cerys Llewellyn NoneOne thing I'd like to ask, Marcus. Is there anything in the data we're not using that we could be? Something I haven't thought of.
- Marcus Bell NoneGood question. Honestly, dashboards. You've got the dashboards builder on Growth and hardly anyone's used it. If you've got a view you look at every Monday, say renewals coming up by operator, you could build it once and have it there. That would also take pressure off asking the same question each week.
- Cerys Llewellyn NoneOh, that's a good shout. We do the same one every Monday. Ffion, could you have a go at that?
- Ffion Rees NoneYes, I can try. Is there a how-to for it?
- Marcus Bell NoneThere is, and I'm happy to jump on a call and walk you through it. Shall we book a short slot next week?
- Ffion Rees NoneYes please. I'll find a time.
- Huw Bevan NoneMay I turn to the renewal? I know it falls next month.
- Marcus Bell NoneOf course. So the contract runs to 24 Jul 2025 and the renewal date is 25 Jul 2025. Order form and invoices both say £44,100 a year, and that's what you're on today. I'll keep my side to usage and adoption. Tom, as your account executive, owns the commercial side, and I know you've spoken to him earlier this month.
- Huw Bevan NoneWe did. He said he'd confirm something about a figure in his system.
- Marcus Bell NoneRight, I'd leave that with Tom, I don't want to guess at it. What I can do is make sure the usage case is clear for you, so you've got something to read. Would a one-pager do?
- Huw Bevan NoneA one-pager would be ideal. Who is using it, how often, what for, and what the team says it saves. Nothing more.
- Marcus Bell NoneDone. I'll get it to you early next week, with Ffion's confirmation on the time saved.
- Cerys Llewellyn NoneAnd I'll make sure the account managers use it a bit more between now and then, so the picture's better. Not for show, just because it's useful.
- Huw Bevan NoneI'd prefer it was genuine, yes. Thank you.
- Marcus Bell NoneAnything else anyone wants to raise before we wrap? Anything not working, anything missing?
- Ffion Rees NoneNot from me. It's all been steady.
- Cerys Llewellyn NoneNothing from me. I think we've covered it.
- Huw Bevan NoneNor me. Thank you, Marcus, that was clear.
- Marcus Bell NoneBrilliant. So to recap. I send the one-pager early next week. Ffion confirms the time saved by email. We book a short session on the dashboards builder. And Tom picks up the commercial points with Huw directly.
- Cerys Llewellyn NonePerfect. Diolch, Marcus. Diolch, all.
- Huw Bevan NoneThank you, everyone. Good morning.
- Ffion Rees NoneThanks, bye.
- Marcus Bell NoneThanks, all. Speak soon.
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