Ardenmore Pension Administration - QBR
Documentfinal Ardenmore Pension Administration · qbr_deck · final · 2024-07-11
Final quarterly business review prepared by Marcus Bell for a Starter customer since 30 Aug 2023, with contracted annual recurring revenue of £23k and 25 licensed users. Active use is just under seven users; the term ends 29 Aug 2024 and the customer view on renewal is not yet known.
What it says
What this says
Current to 13 Oct 26Final quarterly business review prepared by Marcus Bell for a Starter customer since 30 Aug 2023, with contracted annual recurring revenue of £23k and 25 licensed users. Active use is just under seven users; the term ends 29 Aug 2024 and the customer view on renewal is not yet known.
What it is: a customer success QBR deck dated 11 Jul 2024, prepared by Marcus Bell, Customer Success Manager. It reports usage, support and next steps ahead of the renewal conversation.
Commits: it binds no party to contract terms. It assigns internal actions: Marcus owns widening adoption and agreeing the value story, and Tom Ashdown owns the user allowance review and the renewal conversation.
Unusual: the deck states "Contracted annual recurring revenue: £23k" for a Starter customer, which is a figure the deck itself gives and is not checked against an order form here. Usage figures are loose, for example "Just under seven" active users against 25 licensed.
Not settled: the deck says "We do not yet have a customer view on renewal". It also gives no measured time saving and no confirmed number of regular users for the next term. It is dated 2024, so it is stale for any current renewal view.
As found in this document
Current to 9 Oct 26- Date end29 Aug 2024Source: object_read:doc_159_014
- Date renewal29 Aug 2024Source: object_read:doc_159_014
- Date start30 Aug 2023Source: object_read:doc_159_014
The document
Body
Ardenmore Pension Administration - QBR
Prepared by: Marcus Bell, Customer Success Manager, BB-Demo Review date: 11 Jul 2024 Account owner: Tom Ashdown Status: Final
1. Where we are
- Customer since 30 Aug 2023, on the Starter tier.
- Contracted annual recurring revenue: £23k.
- Licensed users: 25.
- Current term ends 29 Aug 2024.
- Primary users: the client-relationship team, who use the brain to answer questions about the schemes they administer.
2. Usage this quarter
I've pulled the numbers for the last quarter. The headlines:
| Measure | Position |
|---|---|
| Active users (30-day average) | Just under seven |
| Change against the prior quarter | Up, by a modest margin |
| Licensed users | 25 |
| Tickets in the last 30 days | One |
| High priority tickets in the last 30 days | None |
| Overdue invoices | None |
Active use is growing, but it is a small group of regular users against 25 licensed seats. That leaves plenty of room for more of the team to start asking the brain questions without any change to the contract.
3. Value delivered
Read the whole document (2,753 characters)
- The client-relationship team now has one place to look across the sources connected to the brain, instead of reconciling them by hand.
- Growth in active users over the quarter suggests the habit is spreading, even if slowly.
- We have not yet captured a measured time saving. That is something to agree with the team before the renewal so the value is easy to state.
4. Support and service
- One ticket in the last 30 days, handled as normal priority.
- No high priority tickets and nothing outstanding on service levels.
- Invoices are paid on time, with nothing overdue.
5. What we would like to do next
- Widen adoption. Run a short session with the wider client-relationship team to show the questions that colleagues already ask most often. Owner: Marcus Bell.
- Agree the value story. Ask the team lead which two or three questions matter most each week, and use those as the measure of value. Owner: Marcus Bell.
- Review the user allowance. With 25 licensed users and only a handful active, confirm whether the current number is right for the next term. Owner: Tom Ashdown.
- Start the renewal conversation. The term ends on 29 Aug 2024, so the renewal discussion needs to be under way now. Owner: Tom Ashdown, with Marcus joining.
6. Open points
- The evidence we hold does not show how many of the 25 licensed users are expected to be regular users over the next term.
- We do not yet have a customer view on renewal. That is the main thing to establish at the next conversation.
Shall we book 30 minutes with the team lead to cover points one and two? Happy to jump on a call whenever suits.
Thanks, Marcus