Hollins Tarrant / B-Brain – Qbr
Callcompleted
Hollins Tarrant: documents · 2024-11-04 16:00
Questions asked are up sharply on last quarter, but Jenna Price asks a large share of them. Rob said he reads her summaries and asked what January will cost. Marcus Bell left price to Tom and offered the shared drive connector later.
What was said
What this says
Current to 11 Oct 26Questions asked are up sharply on last quarter, but Jenna Price asks a large share of them. Rob said he reads her summaries and asked what January will cost. Marcus Bell left price to Tom and offered the shared drive connector later.
What happened: Marcus walked through usage on 4 Nov 2024. Questions asked are up, both connectors load, and the nightly refresh landed on time every working day.
Customer view: Rob Ellery does not use the brain himself and reads Jenna's summaries. He values spotting quiet clients early, which he said saved a phone call or two.
Commercial: Rob asked what the company would pay in January and said he wants no surprise. Marcus said price and terms are Tom's side and that Tom will come to Rob before the end of the year.
Watch: Jenna is the key-person risk, and she deferred both wider adoption and the shared drive connector because the team is stretched. Starter has spare connector slots, so the shared drive is a later add for the renewal conversation.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
Follow-up
Next steps
Current to 9 Oct 26- Marcus sends the one-page usage summary and the quiet-client example.
- Marcus holds a half-hour slot for Jenna to bring in two or three consultants.
- Marcus briefs Tom so he can raise the January price with Rob before the end of the year.
Risks
Current to 9 Oct 26- Jenna asks a large share of the questions, so use hangs on one person.
- Rob reads only summaries and wants no surprise on the January price.
- The team is stretched, so wider adoption keeps slipping.
Opportunities
Current to 9 Oct 26- Spare Starter connector slots could take the shared drive after the new year.
- Rising questions asked give a value case for the renewal conversation.
Transcript
Marcus Bell NoneAfternoon, both. Can you see my screen? I've got the usage report up, and I'd like to walk through it, then talk about what's next.
Jenna Price NoneAfternoon, Marcus. Sorry, I'm a couple of minutes late, I got held up. Yes, I can see it.
Rob Ellery NoneAfternoon. I've got a bit of time but not loads. How long will this take?- Marcus Bell NoneUnder the hour, Rob, and I'll keep the numbers simple. Right, so the headline is that questions asked are up on last quarter, and up quite sharply. More people have used the chat and the search than before, and they're asking more than just the odd question.
- Jenna Price NoneThat's nice to hear. I know I've been using it more, especially before client calls. It saves me going into the CRM and then the helpdesk.
- Marcus Bell NoneThat's exactly the use we hoped for. And you're the biggest user, Jenna, if I'm honest. A large share of the questions are yours.
- Jenna Price NoneOh. Is that bad?
- Marcus Bell NoneNot bad, it's just worth knowing. It would be good to have a couple more consultants asking, so it doesn't all hang on you. If you were off for a fortnight, we'd want it still being used.
- Jenna Price NoneYes, that makes sense. I should get two or three of them in a room with you. Can we park that till things calm down?
- Marcus Bell NoneOf course. I'll hold a slot whenever suits you. Moving on, the connectors are both loading properly. Records indexed have been climbing steadily, so the brain's not stale. The nightly refresh has landed on time every working day this quarter.
- Rob Ellery NoneSo it's working. Good. Can I be honest? I don't go in there much. Jenna sends me the summaries and that's what I read.
- Marcus Bell NoneThat's honest, Rob, and that's fine. Plenty of managing directors do the same. What are the summaries giving you?
- Rob Ellery NoneWhich clients are going quiet, mostly. A couple of weeks ago we spotted one before the account manager had noticed. That was worth having. Saved a phone call or two.
- Jenna Price NoneYes, that was the one with the engineering placements. We picked up that nothing had moved in the pipeline and a ticket was sitting open. Sorry, I should have told you, Marcus, it was quite a good example.
- Marcus Bell NoneI'd love to use that, if you're happy, as the example for the usage summary. It's the sort of thing I can put in front of anyone.
- Rob Ellery NoneFine by me. Keep the client's name out of it.
- Marcus Bell NoneAlways. Now, tickets. There's been one in the last month, and it was sorted within our target for your tier. If it's okay, I'll skip the detail unless you want it.
- Jenna Price NoneNo, that's fine. It was a small thing. Sorted quickly, thanks.
- Marcus Bell NoneGood. Then the other bit. You've got a couple of spare connector slots on Starter. I'd suggest the shared drive, so documents sit beside accounts. But it's your call.
- Jenna Price NoneThat'd be good, honestly. But I don't have the capacity to set it up right now. The team's stretched. Can we look in the new year?
- Marcus Bell NoneNo problem. I'll note it for the renewal conversation, not as a push, just so it's on the list.
- Rob Ellery NoneTalking of which. What would we be paying for in January? Same as now?
- Marcus Bell NonePrice and terms are Tom's side, Rob, and he'll come to you on that before the end of the year. What I can say is the usage is going in the right direction, and I'll make sure the numbers are in front of him.
- Rob Ellery NoneRight. Fair enough. As long as it's no surprise.
- Marcus Bell NoneUnderstood. So next steps. I'll send the usage summary, one page, and the example you've allowed me to use. Jenna, I'll hold a half-hour for the consultants, and you tell me when. And I'll brief Tom.
- Jenna Price NoneLovely. Thanks, Marcus. Sorry I'm always a bit rushed.
- Marcus Bell NoneNo need to apologise. Thanks both, and have a good evening. Thanks, Marcus.