Hollins Tarrant / B-Brain – Check In
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Hollins Tarrant: documents · 2026-08-03 14:15
Marcus Bell flagged usage down by about a third and the contract running to the start of January. Jenna Price parked a consultant session until the end of the month and asked for a one-page guide.
What was said
What this says
Current to 10 Oct 26Marcus Bell flagged usage down by about a third and the contract running to the start of January. Jenna Price parked a consultant session until the end of the month and asked for a one-page guide.
What happened: Marcus confirmed Starter, fifteen licensed users, an order form matching the invoices and nothing overdue. Usage is mostly one or two people, mainly Jenna and one senior consultant.
Customer view: Jenna puts the drop down to a busy team and says it is not a criticism of the brain. She expects the directors to ask about the renewal.
Commercial: Fifteen seats with one or two users is a value risk ahead of the January renewal. A connector went quiet for days awaiting her reply, which feeds staleness.
Watch: The consultant session was parked, with an answer due at the end of the month or the start of next.
Themes
Current to 9 Oct 26Theme
Low usage before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
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 a one-page guide of example questions by the end of the week.
- Marcus Bell to check back with Jenna at the end of the month about the consultant session.
- Marcus Bell to keep watching the CRM connector so it does not go quiet again.
Risks
Current to 9 Oct 26- Usage is down by about a third, with one or two people using fifteen licensed seats.
- A connector went quiet and sat for days awaiting a customer reply, so the brain can go stale again.
- The directors will scrutinise the contract that runs to the start of January.
Opportunities
Current to 9 Oct 26- A half-hour session showing consultants the placements pipeline view on their own data could rebuild the habit.
Transcript
Marcus Bell NoneAfternoon, Jenna. Can you hear me all right?
Jenna Price NoneYes, I can hear you. Sorry, sorry, I'm a couple of minutes late, I got pulled into something with one of the consultants and it ran over.- Marcus Bell NoneNo problem at all. Thanks for making the time. I'll share my screen in a second. What I'd like to cover today is quick: the numbers I've pulled on usage, the tickets from the last month, and then the renewal in the new year, just so nothing surprises anybody. Happy to go in whatever order suits you.
- Jenna Price NoneThat order's fine. Go on.
- Marcus Bell NoneRight, so first the housekeeping. You're on Starter, fifteen licensed users, and the order form is nineteen and a half thousand a year, which matches what's been invoiced. Nothing overdue on the finance side, so that's all clean.
- Jenna Price NoneGood. Yes, finance haven't said anything, so I assume that's fine.
- Marcus Bell NoneIt is. Now usage. Honestly, it's quieter than I'd like. Over the last month it's mostly been one or two people logging in on a typical day, and that's down by about a third on the previous quarter.
- Jenna Price NoneMm. Yeah. I'm not surprised, to be honest. The team's stretched. We've had a couple of big placements going through and everybody's been heads down.
- Marcus Bell NoneThat makes sense. Can I ask who the one or two are? Is it mostly you?
- Jenna Price NoneMostly me, yes. And one of the senior consultants, he likes the client pages. The others, I think they've drifted back to just asking each other. Which isn't a criticism of the brain, it's us.
- Marcus Bell NoneNo, I didn't take it as one. It's really common after the first year, to be fair. People get busy and the habit slips. The thing I'd gently flag is that fifteen seats and one or two people means you're not getting what you're paying for, and I'd rather we fixed that than just point at it.
- Jenna Price NoneNo, that's fair. Sorry. I know I should have done more with it after the last session.
- Marcus Bell NoneYou've not done anything wrong, Jenna, you've got a day job. Let me show you the tickets, because that might be part of it.
- Marcus Bell NoneSo three tickets in the last month, all raised by you, none of them high priority. Two were how-to questions and one was a connector that looked like it had stopped picking up new records from the CRM. That one's resolved, but it did sit for a few days waiting on a reply from your side.
- Jenna Price NoneYes. That was me. Sorry for the slow reply on that, I saw the email and then it just got buried.
- Marcus Bell NoneIt happens. The reason I mention it is that when a connector goes quiet and nobody notices, the brain slowly goes stale, and then the people who do open it get an answer that's a bit out of date and stop trusting it. So it feeds on itself.
- Jenna Price NoneRight. That's a good point. I hadn't thought of it like that.
- Marcus Bell NoneSo what I'd suggest, and it's only a suggestion, is that we do a short session with the consultants. Half an hour, show them the placements pipeline view and the client tickets side by side, on your own data. Nothing heavy. Shall we book thirty minutes?
- Jenna Price NoneCan we park that for now? Not for ever. It's just that the next few weeks are really difficult, we've got a client review cycle and I can't pull people off.
- Marcus Bell NoneOf course. When does it ease off, roughly?
- Jenna Price NoneI'd say the end of the month. Maybe the start of next month. I'd rather give you a proper answer then than say yes now and have to cancel.
- Marcus Bell NoneThat's fine. I'll put a note in the diary to come back to you towards the end of the month, and if it's still too tight we'll say so and look again. Is there anything I can do in the meantime that doesn't land on your team?
- Jenna Price NoneHm. Maybe a one-page thing I could forward? Just what to ask it. The consultants won't read a long email but they might read that.
- Marcus Bell NoneI can do that. Five or six example questions based on how Hollins Tarrant actually uses it. I'll get it to you by the end of the week.
- Jenna Price NoneThat'd be great. Thank you.
- Marcus Bell NoneLast thing, and it's just so you've got it on your radar. The contract runs to the start of January. I'm not asking you to decide anything today. Tom, who looks after the commercial side for you, will get in touch nearer the time, and I'd like us to have a bit more to show you before then.
- Jenna Price NoneOkay. Yes. Please do. I'll need to look at it properly, I'm sure the directors will ask.
- Marcus Bell NoneUnderstood. So to close the loop: I send the one-pager this week, I check back with you at the end of the month about the session, and I'll keep an eye on that connector in the meantime so it doesn't go quiet again.
- Jenna Price NonePerfect. Sorry again for the late start and for being so slow on everything.
- Marcus Bell NoneHonestly, no apology needed. Speak soon, Jenna.
- Jenna Price NoneThanks, Marcus. Bye.
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