Hollins Tarrant / B-Brain – Qbr
Callcompleted
Hollins Tarrant: documents · 2024-05-07 15:15
Hollins Tarrant's managing director asked what the subscription buys when about three people use it regularly. He agreed to enablement sessions at no cost and said the renewal must show it is worth it.
What was said
What this says
Current to 10 Oct 26Hollins Tarrant's managing director asked what the subscription buys when about three people use it regularly. He agreed to enablement sessions at no cost and said the renewal must show it is worth it.
What happened: Marcus Bell reviewed the quarter with Rob Ellery and Jenna Price. About three people use the brain regularly on fifteen Starter licences, and most questions come from two people.
Customer view: Rob asked what the firm would be paying for and said he does not log in himself. Jenna said it saves time, and Rob was interested only if it is not another screen.
Commercial: The contract runs to the start of January, and Marcus said price sits with a colleague who will follow up in the autumn. Rob wants to see it is worth it, so wider usage is the case to build.
Watch: Rob does not use the product, and two people carry most of the questions, which is a key-person risk.
Themes
Current to 9 Oct 26Theme
Starter adoption and value
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
B-Brain
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Jenna Price session slots and a one-page note of good questions to try.
- Jenna to confirm the enablement session with desk leads, ideally before the summer holidays.
- Marcus to give the renewal owner the wider usage summary before the autumn renewal conversation.
Risks
Current to 9 Oct 26- Most questions come from two people, so one of them moving on would dip usage.
- The managing director does not log in and will judge the renewal on whether it is worth it.
- Only about three regular users in a firm of a hundred and forty gives a thin case for the renewal.
Opportunities
Current to 9 Oct 26- Twelve or so unused Starter licences allow a wider rollout to the consultants on other desks.
- Jenna says it saves time, which gives a value story built from the customer's own questions.
Transcript
Marcus Bell NoneHello, hello. Jenna, I can see you. Rob, are you there?
Rob Ellery NoneI'm here. How long's this going to take?- Marcus Bell NoneFair question. I'll try to keep it under the hour, and I'll show you the useful bits first so you can drop off if you need to.
Jenna Price NoneSorry, I'm just getting my laptop plugged in. The team's stretched this week, so I've come straight from a meeting.- Marcus Bell NoneNo worries. Good afternoon, both. I'll share my screen. What I want to cover is what's been used, what it's been used for, and what it means for the next few months. Then you can tell me what you'd like different.
- Rob Ellery NoneGo on then.
- Marcus Bell NoneSo this is the quarter. You've got fifteen licences on Starter. About three people are using it regularly now, up from a couple at the start of the year, so it's roughly doubled over the quarter. Still plenty of room.
- Rob Ellery NoneThree people. Out of a hundred and forty?
- Marcus Bell NoneYes. I'll be straight about that, it's a small group of the firm. But they're the right group, the ones working the client accounts, and what matters is whether they come back. They do.
- Jenna Price NoneIt's the engineering desk mostly. Two of the consultants and me, really.
- Rob Ellery NoneTo be straight with you, I don't log in myself. I leave that to you, Jenna.
- Jenna Price NoneI know. I do tell you what it says though.
- Rob Ellery NoneYou do. So what would we be paying for, in plain words? What's it done?
- Marcus Bell NoneGood, that's the right question. Let me show you. This is the questions page. These are the actual things your people have asked it this quarter.
- Marcus Bell NoneHere you've got things like, which client accounts have open placements but no contact in the last few weeks. And here, which clients have raised issues with us and also have vacancies live. Those two are asked over and over.
- Rob Ellery NoneThat's the stuff I'd want to know, to be fair. Who we've gone quiet on.
- Marcus Bell NoneExactly. Before, somebody would have had to look at the CRM, then the tickets, then maybe the emails, and stitch it together. Now it's one question.
- Jenna Price NoneI'd say that's where the time goes. It's not that the information's hidden, it's that nobody's got an hour to go and gather it.
- Rob Ellery NoneYeah. The team's flat out. If it saves them time, I'm interested. If it just gives them another screen, no.
- Marcus Bell NoneUnderstood. Jenna, would you say it saves time or is it another screen?
- Jenna Price NoneSaves time. One of the consultants told me it was a whole morning she didn't spend on a client review. She wouldn't want me to say who. Though I think Rob can guess.
- Rob Ellery NoneI can. Fine. Carry on.
- Marcus Bell NoneRight. Next is health. Nothing's been raised with our support team, the connectors have all been loading, and the nightly refresh is landing before the working day starts. So from our side it's been quiet and stable.
- Jenna Price NoneThat's been my experience, too. I keep waiting for something to go wrong and it doesn't.
- Marcus Bell NoneGood. Now, something I do want to flag, not as a problem. Most of the questions are being asked by two people. That's normal at this stage, but it does mean if one of them were away or moved on, the numbers would dip.
- Rob Ellery NoneSo get more people on it.
- Marcus Bell NoneThat's exactly what I'd suggest. And it costs nothing, because you've got twelve or so licences sitting unused. What I'd like to do is run a short session for the consultants on the other desks, using their own clients, so they can see what it does for them.
- Jenna Price NoneThat would help. Last time you mentioned something similar, and I never got round to it. Sorry.
- Marcus Bell NoneNo, that's on me too. Shall we book thirty minutes now, while we've got the diary open?
- Jenna Price NoneGo on then. Maybe a couple of weeks from now, so I can get people to turn up. Let me check with the desk leads first.
- Marcus Bell NoneOkay. I'll send you a few slots and you can pick one. And I'll write a one-page note about the good questions to try, so people aren't starting from a blank box.
- Rob Ellery NoneWill that cost us anything?
- Marcus Bell NoneNo. It's part of what you're already paying for.
- Rob Ellery NoneGood. Then do it.
- Marcus Bell NoneLast bit, just so it's on the table. The contract runs to the start of January, so we'll be talking about the renewal in the autumn. Tom Ashdown will be in touch about that nearer the time, and I'll make sure he's got the usage in front of him. I don't deal with price, that's his side.
- Rob Ellery NoneRight. Whatever it is, I'll want to see it's worth it. Same as everything else.
- Marcus Bell NoneCompletely fair. That's why I'd like the usage to be wider by then. It's a better case.
- Jenna Price NoneI'll try to get the sessions done before the summer, when people start going on holiday.
- Marcus Bell NonePerfect. I'll send the usage summary and the slots this week. Anything else from either of you?
- Rob Ellery NoneNo. That was shorter than I thought. Thanks, Marcus.
- Jenna Price NoneThanks Marcus, speak soon.
- Marcus Bell NoneCheers both. Bye.
Callsmade from