Kenmure Business Telecom - QBR
Documentfinal Kenmure Business Telecom · qbr_deck · final · 2026-09-02
Final QBR deck prepared 2 Sep 2026 by Marcus Bell. It records an Enterprise contract to 27 Aug 2027, paid up, with active users sharply down against 150 licensed. Causes are untested working views.
What it says
What this says
Current to 14 Oct 26Final QBR deck prepared 2 Sep 2026 by Marcus Bell. It records an Enterprise contract to 27 Aug 2027, paid up, with active users sharply down against 150 licensed. Causes are untested working views.
What it is: a customer-facing quarterly business review from the Customer Success Manager. It states "the picture is not where we want it to be" on usage and sets out checks and asks.
Commits: it lists internal actions for Marcus Bell, such as checking every connector "Next week" and agreeing a refreshed adoption plan by "End of the month". It states Enterprise service levels apply but quotes no figures.
Unusual: the deck gives no usage numbers, only that active users fell "sharply". Its causes are labelled "working views to test with Kenmure, not conclusions".
Not settled: why people stopped using it, which team stepped back most, and who owns the brain at Kenmure. The deck states no price per year as a charge, only a contracted figure in its summary table.
As found in this document
Current to 9 Oct 26- Date end27 Aug 2027Source: object_read:doc_156_013
- Date start28 Aug 2025Source: object_read:doc_156_013
- Licensed users150Source: object_read:doc_156_013
- Contract end27 Aug 2027Source: object_read:doc_156_013
- Service levelsEnterprise service levels, including availability and data freshness, apply to this account.Enterprise service levels, including availability and data freshness, apply to this account. · Source: object_read:doc_156_013
The document
Body
Kenmure Business Telecom - QBR
Quarterly business review prepared on 2 Sep 2026 Prepared by: Marcus Bell, Customer Success Manager, BB-Demo Account owner: Tom Ashdown Status: Final
Agenda
- Where the contract stands
- Usage and adoption
- Support and service
- What the numbers tell us
- Plan and next steps
Contract summary
| Item | Detail |
|---|---|
| Tier | Enterprise |
| Customer since | 28 Aug 2025 |
| Contract end | 27 Aug 2027 |
| Contracted annual recurring revenue | £125k |
| Licensed users | 150 |
| Invoices overdue | None |
Kenmure bought Enterprise so that account management, provisioning and the service desk can see each business customer's circuits, faults and bills together. The account is paid up and the contract runs for another year.
Usage and adoption
I've pulled the numbers for the quarter, and the picture is not where we want it to be.
Read the whole document (3,509 characters)
- Active users on a typical day are a small fraction of the 150 licensed users.
- Compared with the previous quarter, the average number of active users has fallen sharply.
- A fall in users matters more than the level, because it shows habits moving away from the brain rather than towards it.
- We have not yet established which of the three teams has stepped back most. That is the first thing to find out.
What the evidence does not show: why people have stopped using it. Usage reports tell us what happened, not the reason.
Support and service
- One ticket was raised in the last thirty days, and it was high priority.
- Very few tickets alongside falling usage can mean people have quietly stopped trying, so we are treating the low volume as something to understand, not as good news.
- Enterprise service levels, including availability and data freshness, apply to this account.
What we think is going on
These are working views to test with Kenmure, not conclusions.
- Some teams may have returned to their old systems for day-to-day questions.
- A change in who runs the rollout internally may have slowed onboarding of new joiners.
- A source that has stopped loading would show up as flat records indexed, and we will check each connector this week.
Value to protect
- The original purpose was one joined-up view of each customer: circuits, faults and bills.
- The service desk and provisioning teams are the clearest place to show quick value, because their questions cross systems all day.
- Enterprise gives Kenmure an executive sponsor, SSO and SCIM, and the connector headroom to widen coverage, so the entitlement is not the constraint.
Plan and next steps
| Action | Owner | By when |
|---|---|---|
| Check every connector for stale or stalled loading | Marcus Bell | Next week |
| Break usage down by team and by person, including who asks the most questions | Marcus Bell | Next week |
| Short conversations with the leads of account management, provisioning and the service desk | Marcus Bell with the Kenmure team leads | Within the next two weeks |
| Agree a refreshed adoption plan and a re-training session if needed | Marcus Bell and Tom Ashdown | End of the month |
| Revisit this review with the results | Marcus Bell | Next quarter |
Asks of Kenmure
- Tell us who now owns the brain day to day on your side.
- Introduce us to the people who stopped using it, so we can hear it from them.
- Let us know about any system changes since the spring, such as a new billing or ticketing setup.
Happy to jump on a call whenever suits.
Thanks, Marcus
Unusual terms
Current to 9 Oct 26- Contracted figure of £125,000 stated in deck, not an order form