Hollowmere Care Group / BB-Demo – Qbr
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Hollowmere Care Group: documents · 2026-09-29 12:15
Natasha Pryor asked for a defensible value case and a straight account of two high priority tickets, one a refresh that finished after seven. She also wants the executive sponsor introduced before the 1 Apr 2027 renewal.
What was said
What this says
Current to 11 Oct 26Natasha Pryor asked for a defensible value case and a straight account of two high priority tickets, one a refresh that finished after seven. She also wants the executive sponsor introduced before the 1 Apr 2027 renewal.
What happened: At the 29 Sep 2026 QBR, Hollie Grieve reported active users up by well over half on last quarter. Josh Fairburn said home managers now ask weekly, not only the quality team.
Customer view: Natasha challenged how concentrated the questions are and refused to claim hours saved without a source. She said she is not chasing a credit but wants it counted properly and the cause fixed.
Commercial: The Enterprise term runs to 31 Mar 2027 with renewal on 1 Apr 2027. Natasha has not met the executive sponsor and wants that done before the renewal, not at it.
Watch: One refresh finished after seven, outside what BB-Demo promises, and the freshness credit check is still owed. The second admin is still pending, which Josh named as a risk.
Themes
Current to 9 Oct 26Theme
Value proof and freshness miss
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Hollie Grieve to send the user split with sources and the freshness check against the order form.
- Hollie Grieve to attach the engineering note to the ticket and ask Matteo for the sponsor introduction this week.
- Josh Fairburn to send the list of recurring reports moved over and confirm the second admin this week.
Risks
Current to 9 Oct 26- A refresh finished after seven, outside the promise, and the Enterprise freshness credit check is still owed in writing.
- The second admin is still pending, leaving admin cover thin.
- Natasha has not met the executive sponsor and wants that before the renewal.
Opportunities
Current to 9 Oct 26- Usage is broadening beyond the quality team, with home managers asking weekly and most of the licence still headroom.
- A list of recurring reports now served by the brain can anchor a value case Natasha can defend to her board.
Transcript
Hollie Grieve NoneHi both. Can everyone hear me alright?
Josh Fairburn NoneYep. Hi Hollie. Natasha's just getting her laptop sorted, she'll be a minute.
Natasha Pryor NoneI'm here, sorry. Lunch ran over. Hollie, before the slides, here's what I need from today: a view of value I can defend, with sources, and a straight account of the two high priority tickets.- Hollie Grieve NoneThat's a good brief. I'll go in that order, if that works. Usage first, then the tickets, then value, and a word on the contract at the end.
- Natasha Pryor NoneFine.
- Hollie Grieve NoneSo, usage. Active users are up by well over half on last quarter, and that's on top of the big jump before it. You've got a licence for one hundred and seventy, so most of the licence is still headroom.
- Josh Fairburn NoneAnd questions asked are the thing I'd point at. It's not just the quality team now. Home managers are asking weekly, and not all of it comes through me.
- Natasha Pryor NoneHow concentrated is it, though? If it's three people asking most of it, I don't want to tell my board it's embedded.
- Hollie Grieve NoneFair challenge. I'll share the split in the follow-up. From what I can see, the top few users account for less than they did in the summer, but I'd rather give you the exact figures than a feeling.
- Natasha Pryor NonePlease. Source and date on it.
- Hollie Grieve NoneOf course. Tickets next. Three in the last month, two of them high priority.
- Josh Fairburn NoneYeah. One was a connector that stopped loading after we changed something in the incident system. The other was the refresh finishing late one morning.
- Hollie Grieve NoneRight. The connector one was fixed the same day. On the refresh, it finished after seven that morning, which is outside what we promise, and I want to be straight about that.
- Natasha Pryor NoneHmm. And on Enterprise there's a service credit for freshness, isn't there?
- Hollie Grieve NoneThere is, for a month with a breach. I'll check the timestamps against the order form and come back to you in writing rather than quote it from memory.
- Natasha Pryor NoneGood. I'm not chasing a credit, I want to know it's counted properly and what's been done so it doesn't repeat.
- Josh Fairburn NoneHamza did say the late run was because a source export was slow. We've since moved the schedule earlier.
- Hollie Grieve NoneThat's my understanding too. I'll get the engineering note attached to the ticket so it's all in one place.
- Natasha Pryor NoneOkay. Now value. I'm not going to say it's saved us a number of hours unless someone can show me where that came from.
- Hollie Grieve NoneAgreed. What I can show is what's observable: questions asked, homes covered, saved questions built, and which regular reports now come from the brain. What it's saved you in time is for you to say, and I'd like to build that with you.
- Natasha Pryor NoneThat's more honest than most vendors. Josh, can you list the recurring reports we've moved over?
- Josh Fairburn NoneI'll do it this week. The commissioner pack, the monthly quality review, a couple of home manager summaries. I'll add who used to build each one.
- Hollie Grieve NoneGreat. That gives us something concrete. On the contract, you're on Enterprise, the term runs to 31 Mar 2027, and renewal is 1 Apr 2027. I'll be in touch well ahead with the notice and a proper conversation, so it's not a surprise.
- Natasha Pryor NoneFine. And your executive sponsor, am I meant to have met them?
- Hollie Grieve NoneYou should have, as part of Enterprise. Matteo can sort an introduction, and I'll ask him this week.
- Natasha Pryor NonePlease. Before the renewal, not at it.
- Hollie Grieve NoneUnderstood. So actions: I send the user split with sources, the freshness check against the order form, the engineering note, and the sponsor introduction. Josh sends the list of reports.
- Josh Fairburn NoneYes. And I'll confirm the second admin as well. It's still pending and I know that's a risk.
- Natasha Pryor NoneDo that this week please, Josh. Thanks Hollie, thanks all.
- Hollie Grieve NoneThanks both. Speak soon.
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