Booking the QBR

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Marcus Bell raised falling monthly users with Shona Baird. She accepted that numbers are down because some service desk staff moved onto a new rota. A Friday morning QBR was set.

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Current to 14 Oct 26

Marcus Bell raised falling monthly users with Shona Baird. She accepted that numbers are down because some service desk staff moved onto a new rota. A Friday morning QBR was set.

Ask: Marcus wanted a QBR date before the contract end on 27 Aug 2026 and an explanation for the drop in monthly users.

Customer view: Shona was brief and open, saying some of the service desk team moved onto a new rota and have not been in much.

Next: Marcus asked her to bring a view on who needs a seat among the 150 licensed users. Seat reduction at renewal is a risk.

AI · claude-sonnet-5-5 · 14 Oct 2026

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Updated 9 Oct 26

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Messages3

First message2026-08-25

Last message2026-08-28

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Marcus Bell 25 Aug 2026 16:59
to Shona Baird
Hi Shona, I've pulled the numbers ahead of the next quarterly review and I'd like to get a date in the diary before the contract end on 27 Aug 2026 gets too close. One thing I want to talk through: the number of people using the brain each month has come down compared with the last quarter. I don't want to guess at why, so it would help to hear from you what the teams are actually seeing. Shall we book 30 minutes this week or early next? Happy to jump on a call and share my screen. Thanks, Marcus
Shona Baird 25 Aug 2026 17:10
to Marcus Bell
Marcus, Yes, let's not make this complicated. I know the numbers are down, some of the service desk team moved onto the new rota and haven't been in much. I'm tied up Wednesday and Thursday. Friday morning would work, first thing if you can. Cheers, Shona
Marcus Bell 28 Aug 2026 08:27
to Shona Baird
Hi Shona, Thanks for coming back so quickly. Friday morning suits me, so let's go for this morning if you're still free. I'll send an invite now. What I'd like to cover: - who is asking questions and who has dropped off - the one ticket you raised last month and where it stands - what the service desk team needs from the brain If you can bring a view on the licensed users, all 150 of them, and who really needs a seat, that would be useful. Thanks, Marcus

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