Ardenmore Pension Administration - QBR
Documentfinal Ardenmore Pension Administration · qbr_deck · final · 2024-01-15
Final QBR deck from Marcus Bell dated 15 Jan 2024 for a Starter customer with £20k contracted annual recurring revenue and 15 licensed users. Active users are about two, and the deck says the value case must be closed before renewal.
What it says
What this says
Current to 13 Oct 26Final QBR deck from Marcus Bell dated 15 Jan 2024 for a Starter customer with £20k contracted annual recurring revenue and 15 licensed users. Active users are about two, and the deck says the value case must be closed before renewal.
What it is: a customer success review by Marcus Bell, Customer Success Manager, for the client-relationship team. It states the customer has been on Starter since 30 Aug 2023 and the "Current term ends 29 Aug 2024."
Commits: it binds no one contractually. It sets internal actions for Marcus: a usage conversation "Next week", a refresher session, and a value summary with Tom Ashdown "Well before the renewal notice date".
Unusual: usage is the concern, not service. Active users are "about two" against 15 licensed, and the deck says there is no clear recent example of a question the brain answered.
Not settled: the deck does not say why usage is low, gives no dated renewal notice, and states no price basis beyond the contracted figure. It is a January 2024 snapshot, so it does not show the current position.
As found in this document
Current to 9 Oct 26- Date end29 Aug 2024Source: object_read:doc_159_008
- Date start30 Aug 2023Source: object_read:doc_159_008
- Price£19,500Source: object_read:doc_159_008
The document
Body
Ardenmore Pension Administration - QBR
Account review prepared by Marcus Bell, Customer Success Manager, BB-Demo. Review date: Monday 15 Jan 2024. Status: Final.
Where we are
- Customer since 30 Aug 2023, on the Starter tier, for the client-relationship team.
- Contracted annual recurring revenue: £20k.
- Licensed users: 15.
- Current term ends 29 Aug 2024.
- Nothing overdue on invoices.
Usage
I've pulled the numbers for the last quarter. The picture is a quiet one.
| Measure | Where it stands |
|---|---|
| Licensed users | 15 |
| Active users, 30-day average | about two |
| Change against the prior quarter | slightly down |
- Only a small handful of people are using the brain on a regular basis, against a licence built for the whole team.
- The trend is gentle rather than sharp, but it has not moved up since go-live.
- Most of the licence is unused, so there is plenty of headroom if the team wants it.
Support and service
- No tickets raised in the last 30 days.
- No high-priority tickets.
- No service level issues to report.
Read the whole document (2,492 characters)
A quiet support queue is good news on the service side. Alongside low usage, it also tells us the team is not leaning on the brain day to day, so I want to understand why.
Value
- The people who do use it are the ones who set it up, and they know where things are.
- I have not yet heard a clear, recent example from the team of a question the brain answered that would otherwise have taken a manual reconciliation.
- That is the gap to close before the renewal conversation: a short, concrete statement of what the brain is worth to this team.
What I would like to do
- Happy to jump on a call with the client-relationship lead to find out who else on the team could use it and what is getting in the way.
- Run a short refresher session for the wider team, using their own scheme and client data.
- Check that the connected sources are still the right ones for how the team works now.
- Capture two or three real examples of questions asked, so there is something to point to.
Next steps
| Action | Owner | Timing |
|---|---|---|
| Book a usage conversation with the customer | Marcus Bell | Next week |
| Refresher session for the wider team | Marcus Bell | Within the next couple of months |
| Value summary ahead of renewal planning | Marcus Bell with Tom Ashdown | Well before the renewal notice date |
Tom Ashdown remains the account owner for anything commercial, including the renewal.
Thanks, Marcus
Unusual terms
Current to 9 Oct 26- About two active users against 15 licensed