Harcastle Environmental - QBR
Documentfinal Harcastle Environmental · qbr_deck · final · 2026-08-17
Final quarterly review deck for the Growth tier account, prepared by Marcus Bell. It shows 60 licensed users with around ten active daily, no tickets, nothing overdue, and no written measure of value ahead of the 10 Apr 2027 contract end.
What it says
What this says
Current to 13 Oct 26Final quarterly review deck for the Growth tier account, prepared by Marcus Bell. It shows 60 licensed users with around ten active daily, no tickets, nothing overdue, and no written measure of value ahead of the 10 Apr 2027 contract end.
What it is: a customer-facing QBR deck dated 17 Aug 2026, marked "Status: Final, version one." It is not a contract and sets no service terms.
States: the account table gives "Contracted annual recurring revenue" of £52k, 60 licensed users and a contract end of 10 Apr 2027. These are the deck's own figures, not checked here against the executed order form or invoices.
Risk: "Daily use sits with a small group, so the value is carried by a few people." The deck also notes "There is no written measure of value yet."
Not settled: the deck gives no breakdown of who asks the most questions and no question counts. Pricing and renewal terms are left with Lewis Kerr, and no date is set for that conversation beyond "Ahead of the renewal notice".
As found in this document
Current to 9 Oct 26- Date end10 Apr 2027Source: object_read:doc_152_022
- Date renewal10 Apr 2027Source: object_read:doc_152_022
The document
Body
Harcastle Environmental - QBR
Quarterly business review | Growth tier | Prepared by Marcus Bell, Customer Success Manager, BB-Demo | 17 Aug 2026
Status: Final, version one.
1. Purpose of this review
- Look at how Harcastle Environmental's account managers are using the company brain.
- Check that service has been steady and that nothing is waiting on either side.
- Agree a small number of actions for the coming quarter ahead of the renewal.
2. Your account at a glance
| Item | Detail |
|---|---|
| Organisation | Harcastle Environmental, Wakefield |
| Sector | Waste management |
| Tier | Growth |
| Customer since | 11 Apr 2025 |
| Contracted annual recurring revenue | £52k |
| Licensed users | 60 |
| Contract end | 10 Apr 2027 |
| BB-Demo account owner | Lewis Kerr |
| BB-Demo Customer Success Manager | Marcus Bell |
3. Why Harcastle bought the brain
Read the whole document (5,165 characters)
Harcastle collects and recycles commercial waste for a large base of business customers across Yorkshire and the North East. The reason for choosing Growth was simple: an account manager should be able to see a customer's collections, missed-collection tickets, calls and invoices together, rather than moving between four systems before a conversation.
That remains the test we use in this review. Is the picture of a customer faster to build than it was before the brain?
4. Usage this quarter
- Active users: around ten people use the brain on an average day over the last thirty days. That is a little higher than the previous quarter, so the direction is gently up.
- Licensed users: 60. Daily activity is a fraction of the licensed number, which tells us the licences are there, but the habit has not yet spread to most of the people who hold them.
- What the numbers do not show: the figures above count people, not the quality of what they ask. I have not got a view in this pack of which teams ask the most questions, and I would like to look at that with you rather than guess.
Reading the trend
Steady, modest growth in daily users is what we would expect from a team that has settled into a routine. It is a good base. The opportunity is breadth: the same routine in more account management teams.
5. Service and support
| Measure | Last thirty days |
|---|---|
| Support tickets raised | None |
| High-priority tickets | None |
| Overdue invoices | None |
No tickets have been raised and nothing is overdue on the billing side. I would normally read that as a calm period. I would also like to check with you that the quiet reflects things working well, not people finding it easier to work around the brain than to ask us about it.
6. Value so far
From what the account shows, the brain is being used consistently by a core group, and the commercial relationship is clean: contract in place, invoices paid on time, no open issues.
What we do not yet have is a measure that Harcastle itself would put its name to, such as time saved preparing for a customer review, or fewer repeat missed-collection conversations. That is the piece I would most like to build with you before the renewal, because it gives everyone in your business a plain answer to the question of what the brain is worth.
7. Opportunities
- Wider adoption inside the licence. With 60 licensed users and around ten active on a typical day, the first step is to bring in more of the account managers who already hold a seat. This needs no change to the contract.
- Short working sessions. Practical sessions with the account managers who are not yet regular users, using their own customers as examples.
- Questions worth asking. A short list of the questions that help most before a customer call or a missed-collection escalation, shared across the team.
8. Points to watch
- Daily use sits with a small group, so the value is carried by a few people. If any of them change role, the numbers would move quickly.
- There is no written measure of value yet.
- The renewal date is 10 Apr 2027. It is some months away, but it is better to have a value picture ready well before the renewal conversation starts.
9. Proposed actions
| Action | Owner | Timing |
|---|---|---|
| Share a note of which teams and roles are asking the most questions | Marcus Bell | Within a couple of weeks |
| Run two short working sessions with account managers who are not yet regular users | Marcus Bell with your account management lead | Next month |
| Agree two or three measures of value that Harcastle would stand behind | Marcus Bell with your operations lead | Before the end of the quarter |
| Talk through renewal timing and commercial terms | Lewis Kerr | Ahead of the renewal notice |
10. Next steps
- Marcus will send the usage breakdown and book the working sessions.
- Harcastle will nominate who should attend from the account management teams.
- Lewis Kerr will pick up the commercial conversation closer to renewal. Pricing and terms sit with him, not in this review.
- We will meet again for the next quarterly review and look at the same measures side by side.
Happy to jump on a call at any point before then.
Thanks, Marcus