Harcastle Environmental - QBR
Documentfinal Harcastle Environmental · qbr_deck · final · 2025-11-25
A final quarterly business review deck dated 25 Nov 2025, prepared by Marcus Bell. It reports about seven active users against 40 licensed, no tickets or overdue invoices, and a term ending 10 Apr 2026. It is not a contract.
What it says
What this says
Current to 13 Oct 26A final quarterly business review deck dated 25 Nov 2025, prepared by Marcus Bell. It reports about seven active users against 40 licensed, no tickets or overdue invoices, and a term ending 10 Apr 2026. It is not a contract.
What it is: a customer-facing QBR deck from BB-Demo's Customer Success Manager, filed in the customer's QBRs folder. It states "Contracted annual recurring revenue" of £40k, which is the deck's own figure and not checked against an order form here.
Commits: nothing new. Service levels are said to apply "as set out in your order form", and the deck lists actions: share the usage report, agree success measures, and open the renewal conversation "Early in the new year".
Risk: "active use is steady and rising, but it is a small share of what is licensed". The deck itself notes that a small group means the account leans on a few people.
Not settled: who asks the most questions, which teams the active users sit in, and the connector and records usage. The deck defers these to a separate report. It does not show the outcome of any renewal.
As found in this document
Current to 9 Oct 26- Date end10 Apr 2026Source: object_read:doc_152_011
- Date renewal10 Apr 2026Source: object_read:doc_152_011
- Date start11 Apr 2025Source: object_read:doc_152_011
The document
Body
Harcastle Environmental - QBR
Quarterly business review, Growth tier Prepared by Marcus Bell, Customer Success Manager, BB-Demo Date: Tuesday 25 Nov 2025 Status: Final
Agenda
- Where we are: the account at a glance
- Usage and adoption
- Value: what the brain is doing for account managers
- Support and service
- Contract and renewal timeline
- Plan for the next quarter
The account at a glance
| Item | Detail |
|---|---|
| Customer | Harcastle Environmental, Wakefield |
| Business | Commercial waste collection and recycling across Yorkshire and the North East |
| Tier | Growth |
| Customer since | 11 Apr 2025 |
| Contracted annual recurring revenue | £40k |
| Licensed users | 40 |
| Current term ends | 10 Apr 2026 |
| BB-Demo account owner | Lewis Kerr |
| BB-Demo Customer Success Manager | Marcus Bell |
Harcastle bought Growth so that account managers can see each customer's collections, missed-collection tickets, calls and invoices together, in one place, rather than moving between systems.
Usage and adoption
Headline: active use is steady and rising, but it is a small share of what is licensed.
Read the whole document (5,311 characters)
- On average, around seven people were active in the last thirty days.
- That is up on the prior quarter, so the direction is right.
- The licence covers 40 users, so there is a lot of unused headroom.
How I read this
- A small group is getting real use out of the brain. That is a good base to build on.
- The gap between the licence and the active group is the main opportunity for this account. It is also the main thing to watch, because a small group makes the account lean on a few people.
- I have not seen anything in the usage that suggests a problem with the data sources. Connectors and records indexed are covered in the usage report I will share alongside this deck.
What this deck does not show
- Who within the active group asks the most questions. I would like to look at that with you, so we know how much rests on one or two individuals.
- Which teams the active users sit in. That tells us where the next group of users should come from.
Value: what the brain is for at Harcastle
The reason for buying Growth was a joined-up view of a customer for the account managers. In practice that means being able to ask, for one business customer:
- What has been collected, and what has been missed?
- Which missed-collection tickets are open, and what was said on the last call?
- Is there an invoice outstanding that might be colouring the conversation?
Suggested success measures for the next quarter
| Measure | Why it matters |
|---|---|
| Questions asked per month | The best single sign of value; we compare month on month |
| Number of account managers asking regularly | Shows whether the original use case is being adopted |
| Dashboards built by your own team | Shows investment and ownership on your side |
I would rather agree these with you than assume them. If Harcastle has its own view of what a good result looks like, such as fewer repeat missed-collection escalations or quicker preparation for customer reviews, we should write that down and track it.
Support and service
| Item | Position |
|---|---|
| Support tickets in the last thirty days | None |
| High priority tickets in the last thirty days | None |
| Overdue invoices | None |
A quiet support queue and a clean account are welcome. I would add one note of care: no tickets can mean everything is working, or it can mean people are not using the brain enough to hit a problem. The usage picture above suggests the first is more likely, but it is worth us checking together rather than assuming.
The Growth service levels apply as set out in your order form. Nothing in this period has called on them.
Contract and renewal timeline
- Your Growth subscription started on 11 Apr 2025.
- The current term ends on 10 Apr 2026.
- Renewal is a conversation I would like to start early, with the usage picture and the success measures above as the starting point.
- Commercial terms sit with Lewis Kerr, who will join that conversation. I will bring the adoption and value side.
No decisions are needed today. This is a heads-up so that renewal does not arrive as a surprise.
Plan for the next quarter
| Action | Owner | Timing |
|---|---|---|
| Share the full usage report: connectors, records indexed, questions asked | Marcus Bell | This week |
| Agree success measures for account managers | Marcus Bell with the Harcastle sponsor | Next check-in |
| Identify the next team or group of account managers to onboard | Harcastle operations lead with Marcus Bell | Before the end of the year |
| Short training session for new users, if wanted | Marcus Bell | After the above is agreed |
| Open the renewal conversation | Lewis Kerr with Marcus Bell | Early in the new year |
Questions for Harcastle
- Which account managers should be using the brain day to day but are not yet?
- Is there a team beyond account management, such as customer service or finance, that would benefit from the same view?
- Is there anything you have wanted to ask the brain and could not?
Happy to jump on a call and go through any of this. Shall we book thirty minutes before the end of the month?
Thanks, Marcus