Hollins Tarrant / BG-Demo – Check In
Callcompleted
Hollins Tarrant · 8 Aug 2024 09:45
Usage is flat at about three people. An urgent sync ticket felt slow to Jenna Price, who is the only contact on the account. Marcus Bell flagged that the contract is up at the start of January and asked to widen usage first.
What was said
What this says
As at Fri 9 Oct 2026Usage is flat at about three people. An urgent sync ticket felt slow to Jenna Price, who is the only contact on the account. Marcus Bell flagged that the contract is up at the start of January and asked to widen usage first.
What happened: Marcus Bell reviewed usage and a recent urgent ticket with Jenna Price on 8 Aug 2024. One source stopped updating and consultants saw old placements just before a client meeting.
Customer view: Jenna said the response felt slow while she waited, though it was then sorted. She did not want to make a fuss, and she could not confirm whether the data is fresh now.
Commercial: Marcus said the contract is up at the start of January and Tom will pick it up in the autumn. He wants usage wider first, and they agreed to meet again at the start of September.
Watch: Jenna is the contact for everything and parked the idea of a second person. The evidence does not show how the renewal resolved.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to check the record counts after the call and email Jenna Price.
- Marcus Bell to send an invite for a thirty-minute usage review at the start of September.
- Jenna Price to think about who could be a second contact on the account.
Risks
As at Fri 9 Oct 2026- A connector sync failure left stale placements just before a client meeting, and the response felt slow to Jenna.
- Jenna is the only contact on the account, so a stalled ticket could go unchased when she is away.
- Usage is flat at about three people ahead of a contract that is up at the start of January.
Opportunities
As at Fri 9 Oct 2026- Widening usage in September, once people are back from holidays, would strengthen the renewal case.
- A second named contact on the account would reduce key-person risk and deepen the relationship.
Transcript
Marcus BellMorning, Jenna. Can you hear me okay?
Jenna PriceMorning Marcus. Yes. Sorry, I'm just finding the right tab. I'll be with you in a second.- Marcus BellTake your time. It's a quieter day here. How are things in Bristol, is it still hot?
- Jenna PriceWarm, yes. The office air con's making a noise like a lawnmower. Everyone's a bit fed up. And the team's stretched because of holidays.
- Marcus BellAh, the August thing. Right, I'll share my screen. What I want to cover is the numbers, then the tickets you've raised recently, then what's next. That okay?
- Jenna PriceYes. Fine.
- Marcus BellSo usage first. It's flat, really. About three people most days, same as the last few weeks. That's not a worry on its own, it's August and people are away. But I did want to look at it with you.
- Jenna PriceThat sounds right. Two of the consultants are off and one's just back. I'd expect it to be quiet.
- Marcus BellThat fits. Now the tickets. You raised a few this month, and one was marked urgent. I've read them but I'd rather hear it from you. How did it go?
- Jenna PriceIt was a sync problem, mostly. One of the sources stopped updating and the consultants noticed the placements looked old. That's why I marked it urgent, because they were about to use it for a client meeting.
- Marcus BellRight, and that makes sense. How was the response from our side? Did it get picked up quickly enough?
- Jenna PriceI think so. It was a bit slow to start, or it felt slow, because I was sitting there waiting. But then it was sorted. I don't want to make a fuss.
- Marcus BellNo, please do. That's what I'm here for. If it felt slow, I want to know. I'll have a look at the timings, but I don't want to promise anything about how engineering sets priorities. What I can do is make sure you've got the right way to flag something so it jumps the queue.
- Jenna PriceThat would help. I never know whether I'm supposed to phone or just use the form.
- Marcus BellUse the form and mark it urgent, like you did. I'll also put a note on your account so the support team know you're the contact for everything.
- Jenna PriceI am the contact for everything. Unfortunately.
- Marcus BellHa. Is that a problem, though? I mean, would it help to have a second person on the account who can raise things when you're out?
- Jenna PriceMaybe. Can we park that for now? I'd have to think who.
- Marcus BellOf course. Just worth thinking about, because if you're off sick or on holiday and something stalls, nobody else would know to chase it.
- Jenna PriceThat's true. I'll have a think.
- Marcus BellGood. Is the data looking fresh to the team at the moment? Since the sync was fixed?
- Jenna PriceAs far as I know. Nobody's said anything. I've been in a lot of meetings so I might not have heard.
- Marcus BellI'll check the record counts after this call and email you. If they're climbing again, we're fine.
- Jenna PriceThank you. That would be a relief.
- Marcus BellAnd on the longer term, the contract's up at the start of January, so Tom will be picking that up in the autumn. Before then I'd like us to get usage a bit wider than it is. Any thoughts?
- Jenna PriceI think after the holidays. September, when everyone's back, is better. I'll try and get people to use it properly then.
- Marcus BellThat works. Shall we book thirty minutes for the start of September to look at it again?
- Jenna PriceYes. Send me something. Sorry for the slow reply, in advance.
- Marcus BellNo problem. I'll put the invite in and send the record counts. Thanks, Jenna.
- Jenna PriceThanks Marcus. Bye.