Fulford Ings Software / BG-Demo – Check In
Callcompleted
Fulford Ings Software · 23 Mar 2026 09:45
First conversation between Amara Obi and Eleanor Pickering, held 23 Mar 2026. The customer is pleased, nothing is broken, and she asked for ticket and usage data side by side. Headroom exists on the 15 licensed slots.
What was said
What this says
As at Fri 9 Oct 2026First conversation between Amara Obi and Eleanor Pickering, held 23 Mar 2026. The customer is pleased, nothing is broken, and she asked for ticket and usage data side by side. Headroom exists on the 15 licensed slots.
What happened: Amara introduced herself as CSM, the first contact with Eleanor. Eleanor said the team uses the brain to check support tickets against usage, which is what they wanted.
Customer view: Search and dashboards are helpful and nothing is broken. She asked to see tickets from a specific customer next to their usage.
Commercial: Amara said 15 licensed slots are in use only by a handful, so there is room to grow at no cost. No price or renewal was discussed.
Watch: Amara said a few people drive much of the volume, which is a key-person risk. The call is a first contact, so the relationship is new.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Amara Obi to raise the ticket and usage drill-down request with the product team and report back to Eleanor Pickering.
- Amara Obi to run the next check-in, which she described as a QBR in the spring.
Risks
As at Fri 9 Oct 2026- A few people drive much of the usage, so the value depends on them.
- This was the first contact with the CSM, so the relationship is new.
Opportunities
As at Fri 9 Oct 2026- The request to see tickets and usage side by side could become a dashboard or custom query.
- Unused licensed slots give room to bring in more of the team.
Transcript
Amara ObiHi Eleanor, thanks for making the time. I'm Amara, I look after your account as CSM. I know this is the first time we've spoken, so I just want to introduce myself properly and see how the brain's working for you.
Eleanor PickeringHi Amara. No, good to meet you. Honestly, we're pretty pleased with it. The team's been using it to check support tickets against usage, which is exactly what we wanted.- Amara ObiThat's brilliant. And usage-wise, here's what the numbers say. You've gone from basically no usage at kickoff to solid adoption over the past few months, really strong growth. A few people are driving a lot of the volume, but overall the team is engaging with it.
- Eleanor PickeringYeah, a couple of people on my team picked it up quite quickly and then showed the others. Once they saw it could link tickets to usage data, it made sense.
- Amara ObiExactly. And are there features you'd like to see, or anything that's not working?
- Eleanor PickeringThe search is good. The dashboards are helpful. I'd like to be able to drill down a bit more into the ticket data: like, show me tickets from a specific customer, and their usage, side by side. But nothing's broken.
- Amara ObiThat's a really good use case. Let me note that, it's something we can probably build into a dashboard or a custom query. I'll chat with the product team and come back to you on that.
- Eleanor PickeringGreat. Is there anything from your end that you need from me?
- Amara ObiNot really. Just keep using it, keep getting value from it. And if someone joins your team or you need to add more users, just let me know. You've got 15 licensed slots and you're only using a handful right now, so there's room to grow without any cost.
- Eleanor PickeringOkay, good to know.
- Amara ObiAnd the next check-in is due in six months: we'll do a proper quarterly QBR in the spring, just to look at the data side by side and talk about what's working and what could improve. But if anything comes up between now and then, just reach out.
- Eleanor PickeringSounds good. Thanks, Amara.
- Amara ObiThanks for your time, Eleanor. Really pleased with how you lot are getting on. Speak soon.