Harcastle Environmental - QBR
Documentfinal Harcastle Environmental · qbr_deck · final · 2025-09-01
Final QBR deck by Marcus Bell for a Growth account, contracted at £40k with 40 licensed users and a contract end of 10 Apr 2026. Adoption is low against the licence, there are no tickets or overdue invoices, and value is not yet evidenced.
What it says
What this says
Current to 13 Oct 26Final QBR deck by Marcus Bell for a Growth account, contracted at £40k with 40 licensed users and a contract end of 10 Apr 2026. Adoption is low against the licence, there are no tickets or overdue invoices, and value is not yet evidenced.
What it is: a customer-facing quarterly review prepared by Marcus Bell, Customer Success Manager, dated 1 Sep 2025 and marked "Final, version 1". It sets out usage, support, commercial position and proposed actions.
Commits: it states the contract end as 10 Apr 2026 and the contracted figure as £40k. It commits Lewis Kerr, with Marcus, to hold the renewal conversation "Ahead of the contract end" and to capture the value case "Well ahead of 10 Apr 2026".
Unusual: nothing off standard terms. The deck is not a contract and sets no service levels.
Not settled: the deck gives no active user count, only "a small group", and no questions-asked trend. It says time saved and any change in missed-collection handling cannot yet be evidenced. It is over a year old, so its position may be stale.
As found in this document
Current to 9 Oct 26- Date end10 Apr 2026Source: object_read:doc_152_010
- Date renewal10 Apr 2026Source: object_read:doc_152_010
- Date start11 Apr 2025Source: object_read:doc_152_010
- Price£39,600Source: object_read:doc_152_010
- Order form term endThe order form for the Growth subscription runs to 10 Apr 2026.The order form for the Growth subscription runs to 10 Apr 2026. · Source: object_read:doc_152_010
- Renewal conversationAhead of the contract endSource: object_read:doc_152_010
- Value caseWell ahead of 10 Apr 2026Source: object_read:doc_152_010
The document
Body
Harcastle Environmental - QBR
Quarterly business review prepared by Marcus Bell, Customer Success Manager, BB-Demo
Review date: 1 Sep 2025 Status: Final, version 1
1. Purpose of this review
This is the quarterly review for Harcastle Environmental, covering how the company brain is being used, what value it is giving the account management team, and what we suggest doing together over the coming months.
I've pulled the numbers from the platform, the helpdesk and accounting. Where the data does not show something, I say so rather than guess.
2. Where we are
| Item | Position |
|---|---|
| Organisation | Harcastle Environmental, Wakefield |
| Industry | Waste management |
| Tier | Growth |
| Customer since | 11 Apr 2025 |
| Contract end | 10 Apr 2026 |
| Annual recurring revenue (contracted) | £40k |
| Licensed users | 40 |
| BB-Demo account owner | Lewis Kerr |
| Customer Success Manager | Marcus Bell |
Harcastle Environmental bought Growth so that account managers can see each customer's collections, missed-collection tickets, calls and invoices together, in one place, instead of moving between systems.
3. Usage
Read the whole document (4,645 characters)
- Active users: a small group of people use the brain regularly. That is a small rise on the previous quarter, but it is a long way below the licensed users. There is plenty of headroom.
- Reading the number: at this stage of the relationship the licence is much larger than the group using it day to day. That is common in the first months, and it tells us adoption is the main job, not capacity.
- What I cannot tell you from this deck: which individual teams are asking the most questions, or how that compares with the same period last year, because the account is still new.
4. Support and service
- No tickets were raised in the last thirty days, and none were high priority.
- Nothing is open with our support team.
- No service level misses to report for the period.
A quiet helpdesk is good news here, but with a small number of active users it also means we should not assume everything is being used. I would rather hear about small frustrations early, so I will keep asking.
5. Commercial position
- No overdue invoices.
- Payments are up to date with accounting.
- The order form for the Growth subscription runs to 10 Apr 2026.
Nothing on the money side needs attention. Any conversation about renewal terms will go through Lewis Kerr, and I will make sure the renewal notice and a proper review conversation happen well ahead of the contract end.
6. Value so far
What the account was set up to achieve:
- Give account managers one view of a customer's collections, missed-collection tickets, calls and invoices.
- Reduce the time spent reconciling those systems by hand.
- Make it easier to prepare for a conversation with a business customer.
What I can evidence today is that the brain is live, the data is refreshing and the team is using it. What I cannot yet evidence is time saved or a change in missed-collection handling. That is the gap we should close before the renewal conversation, so that the value is written down in the customer's own words and not mine.
7. Opportunities
- Wider adoption inside the licence: more account managers using the brain means more questions asked, which is the best single measure of value.
- Dashboards builder: included in Growth. A small set of dashboards for the account management team would show investment by Harcastle Environmental and give managers a regular reason to open the brain.
- Connectors: we can review which sources are connected against the Growth connector allowance and whether any system the team still checks by hand should be added.
8. Proposed actions
| Action | Owner | When |
|---|---|---|
| Run a short adoption session with the account managers who are not yet using the brain | Marcus Bell, with the Harcastle Environmental operations lead | Over the next few weeks |
| Agree two or three questions the team should be able to answer in the brain every week | Marcus Bell | Before the next quarterly review |
| Build a first dashboard for missed collections and invoices by customer | Marcus Bell with the Harcastle Environmental team | Before the next quarterly review |
| Capture the value case in the customer's own words | Marcus Bell | Well ahead of 10 Apr 2026 |
| Hold the renewal conversation | Lewis Kerr, with Marcus Bell | Ahead of the contract end |
9. Next steps
Happy to jump on a call to walk through any of this. Shall we book 30 minutes to agree the adoption session and who should be in it?
Thanks, Marcus