Follow-up from our QBR: usage and next steps
Email threadOn 2 Oct 2025 Marcus Bell wrote to Craig Ashwell and Sunil Kapoor after the QBR: 40 licensed users but few active daily, concentrated in commercial and systems. He proposed training and flagged the unpaid invoice. No customer reply.
What was said
What this says
As at Fri 9 Oct 2026On 2 Oct 2025 Marcus Bell wrote to Craig Ashwell and Sunil Kapoor after the QBR: 40 licensed users but few active daily, concentrated in commercial and systems. He proposed training and flagged the unpaid invoice. No customer reply.
Ask: Marcus asked Sunil for a list of accounts that have not logged in, and Craig for the two or three questions his project and credit teams should ask each week. He also proposed a hands-on session with credit control.
Customer view: there is no customer response in the thread. Marcus reads the low use as habit rather than a technical problem, since connectors run cleanly and support has heard nothing.
Next: book thirty minutes the following week with Sunil and one person from each team. Marcus also asked Craig to look at the outstanding invoice.
The thread
Updated 9 Oct 26Messages
Marcus Bell 2 Oct 2025 13:33Hi Craig, Sunil, Thanks for your time on the call earlier. I've pulled the numbers together and wanted to put the main points in writing, so we all have the same notes. What I'm seeing: - You have 40 licensed users on Growth, but only a handful of people are in the brain on a typical day. - The questions are coming from a small group, mostly on the commercial and systems side. The credit control and project teams are using it much less than we planned for when you joined. - The connectors are running cleanly and nothing has come through to our support team recently, so I don't think this is a technical issue. It looks more like habit. What I'd suggest: - Sunil, could you send me the list of people who have accounts but haven't logged in? I'll check it against what I have. - Craig, it would help to know which two or three questions you most want your project and credit teams asking each week. I can build those into short pages for them. - I'd like to run a hands-on session with the credit control team on a live client, so they see variations, calls and invoices side by side. One separate thing: our finance team has also written to you about an outstanding invoice. Craig, I'd be grateful if you could have a look when you get a moment, so it doesn't distract from the rest. I'm happy to jump on a call to go through any of this. Shall we book thirty minutes next week with Sunil and one person from each team? Thanks, Marcus