Calderbrook Housing Group - Success Plan
Documentfinal Calderbrook Housing Group: documents · success_plan · final · 2024-11-28
A final success plan written by Natalie Eze on 28 Nov 2024 for a Growth customer with a term ending 1 Sep 2025. It sets adoption, freshness and renewal goals, and states contracted annual recurring revenue of £44,000 and 40 licensed users.
What it says
What this says
Current to 11 Oct 26A final success plan written by Natalie Eze on 28 Nov 2024 for a Growth customer with a term ending 1 Sep 2025. It sets adoption, freshness and renewal goals, and states contracted annual recurring revenue of £44,000 and 40 licensed users.
What it is: a working agreement between the customer's business-intelligence team and BB-Demo's customer success team. It is a plan, not a contract, and sets goals across four phases ending with renewal ahead of 1 Sep 2025.
Commits: BB-Demo to a named CSM, quarterly business reviews, and "Support responses at the Growth service level, and credits where availability falls short of it." No figures for availability or response times are stated.
Unusual: the plan itself flags key-person dependence and asks for "at least two admins" to be named on the customer side.
Not settled: the plan does not state the renewal outcome, and the £44,000 figure is the plan's own statement, not an order form. It is dated 2024 and is stale for the current term, so it should not be read as current usage or health.
As found in this document
Current to 9 Oct 26- Date end1 Sep 2025Source: object_read:doc_007_009
- Date renewal1 Sep 2025Source: object_read:doc_007_009
- Date start2 Sep 2024Source: object_read:doc_007_009
- Price£44,000Source: object_read:doc_007_009
- SupportSupport responses at the Growth service level, and credits where availability falls short of it.Support responses at the Growth service level, and credits where availability falls short of it. · Source: object_read:doc_007_009
- Quarterly business reviewQuarterly, as included in GrowthSource: object_read:doc_007_009
- Working check-inMonthlySource: object_read:doc_007_009
- Licensed users40Source: object_read:doc_007_009
The document
Body
Calderbrook Housing Group - Success Plan
Status: Final Prepared by: Natalie Eze, Customer Success Manager, BB-Demo Account owner: Tom Ashdown, BB-Demo Date: Thursday 28 November 2024
Purpose of this plan
This plan sets out how Calderbrook Housing Group and BB-Demo will make sure the company brain delivers a clear, board-ready picture of tenants, repairs, complaints and rent arrears during the current term. It is the working agreement between the customer's business-intelligence team and BB-Demo's customer success team, and it is the document we will check ourselves against at each review.
Account snapshot
| Item | Detail |
|---|---|
| Organisation | Calderbrook Housing Group, Leeds |
| Sector | Housing association, serving homes across West Yorkshire |
| Tier | Growth |
| Customer since | Monday 2 September 2024 |
| Current term ends | 1 Sep 2025 |
| Contracted annual recurring revenue | £44,000 |
| Licensed users | 40 |
| BB-Demo account owner | Tom Ashdown |
| BB-Demo customer success manager | Natalie Eze |
Why Calderbrook bought the brain
Read the whole document (6,329 characters)
The business-intelligence team wanted to stop stitching together tenant calls, repairs tickets, complaints and rent arrears by hand each month. The aim was a single layer, running inside Calderbrook's own Snowflake account, that the team and the board could question directly and trust.
Where we are today
The first three months have gone well. Usage has grown sharply compared with the prior quarter, although the number of people asking questions each day is still well below the 40 licensed users. That gap is the main opportunity in this plan: the value is proven for a small group, and the next step is to spread it across the teams who consume the board picture rather than build it.
There are no open support tickets, no high-priority issues and no overdue invoices. The relationship is healthy, and this plan is about building on that rather than repairing anything.
Success goals
| Goal | What good looks like | Owner |
|---|---|---|
| One board-ready picture | The board pack draws its tenant, repairs, complaints and arrears views from the brain rather than from separate spreadsheets | Calderbrook business-intelligence lead |
| Wider adoption | Users beyond the core analytics team, in housing management, repairs and income teams, are asking questions weekly | Natalie Eze with Calderbrook sponsor |
| Fresh data | Nightly refresh is complete before the working day begins, and any connector that stops loading is spotted and fixed the same week | BB-Demo support with Natalie Eze |
| Visible value | The team can show, in its own words, which monthly reconciliation jobs the brain has replaced | Calderbrook business-intelligence lead |
| A confident renewal | Value is documented well before the renewal conversation, so the decision is easy | Tom Ashdown and Natalie Eze |
Phases and milestones
Phase one: embed the core team (now to the end of the year)
- Confirm the list of questions the business-intelligence team asks most often and save them as shared pages.
- Check that every connector in use is loading records on schedule, and agree who at Calderbrook is told if one stalls.
- Make sure at least two admins are named on the Calderbrook side, so that no single departure leaves the brain without an owner.
Phase two: extend to operational teams (early next year)
- Run short sessions for housing, repairs and income colleagues using their own data, not a generic demo.
- Build the first dashboards for the board using the Growth dashboards builder, with the business-intelligence team doing the building so the investment is theirs.
- Review which additional sources would add the most value and whether they fit inside the Growth connector allowance.
Phase three: prove the value (mid-year)
- Hold the quarterly business review covering usage, questions asked, issues and value delivered.
- Compare questions asked month on month and note how widely they are spread across people, so we can see if too much rests on one user.
- Draft a short value summary that Calderbrook can take to its own leadership.
Phase four: renewal (ahead of 1 Sep 2025)
- Natalie Eze issues the renewal notice well ahead of the term end, in line with the standard notice period.
- Tom Ashdown and Natalie Eze meet the Calderbrook sponsor to agree the renewal terms, using the value summary as the starting point.
- Any request for more users or more connectors is handled as part of the same conversation.
Review rhythm
| Forum | Frequency | Who |
|---|---|---|
| Working check-in | Monthly | Natalie Eze and the business-intelligence lead |
| Quarterly business review | Quarterly, as included in Growth | Natalie Eze, Tom Ashdown, Calderbrook sponsor |
| Plan refresh | After each quarterly review | Natalie Eze |
Risks to watch
- Key-person dependence. Use is concentrated in a small team. If one or two people leave or move role, activity could fall quickly. Mitigation: wider training and a second named admin.
- Stale sources. If Calderbrook changes a source system, a connector can quietly stop loading. Mitigation: ask to be told about system changes in advance, and watch records indexed for flat periods.
- Value not written down. A happy team is not the same as a documented case. Mitigation: the value summary in phase three.
What BB-Demo needs from Calderbrook
- A named sponsor who can attend the quarterly reviews.
- Early notice of any change to the systems connected to the brain.
- Time from operational teams for the short adoption sessions.
What Calderbrook can expect from BB-Demo
- A named customer success manager, Natalie Eze, who owns this plan.
- Quarterly business reviews with usage and value laid out plainly.
- Support responses at the Growth service level, and credits where availability falls short of it.
- Straight talk, early, if usage or data freshness starts to slip.
Sign-off
| Role | Organisation |
|---|---|
| Customer Success Manager (Natalie Eze) | BB-Demo |
| Account Owner (Tom Ashdown) | BB-Demo |
| Business-intelligence lead | Calderbrook Housing Group |
| Executive sponsor | Calderbrook Housing Group |
This plan was finalised on Thursday 28 November 2024 and will be refreshed after each quarterly review.
Unusual terms
Current to 9 Oct 26- Plan refreshed after each quarterly review
- Two named customer admins requested