Hollins Tarrant / BG-Demo – Check In
Callcompleted
Hollins Tarrant · 3 Oct 2024 13:30
Jenna Price, Operations Manager, says the brain is steady and needs no babysitting, but she is stretched by a restructure and unsure the renewal is an easy yes. Rob signs. Marcus Bell promised a one-page usage summary.
What was said
What this says
As at Fri 9 Oct 2026Jenna Price, Operations Manager, says the brain is steady and needs no babysitting, but she is stretched by a restructure and unsure the renewal is an easy yes. Rob signs. Marcus Bell promised a one-page usage summary.
What happened: Marcus Bell ran a short check-in on 3 Oct 2024. Usage is steady at about three regular people, with no tickets and refresh on time.
Customer view: Jenna is happy with reliability and has not had time to widen use because of the restructure. She says she will tell Marcus if regular users move.
Commercial: The contract runs to the start of January. Rob decides, will ask Jenna whether it is worth it, and she answered "I'll say yes. I think." Tom Ashdown is to open the renewal conversation.
Watch: Only a small share of the licences is used, so there is headroom but also a thin value case. Jenna is the sole customer voice on the call and was distracted. The evidence does not show Rob's view.
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 send Jenna a one-page usage summary within a week or so of the 3 Oct 2024 call.
- Marcus Bell to tell Tom Ashdown that Jenna is expecting him before the renewal conversation.
- Jenna to tell Marcus if a regular user moves team.
Risks
As at Fri 9 Oct 2026- Only a small share of the licences is used, so Rob may question whether the subscription is worth it.
- The restructure and a stretched team could move regular users without BG-Demo knowing.
- Jenna's own backing of the renewal was hedged and she was distracted on the call.
Opportunities
As at Fri 9 Oct 2026- Unused licences leave room to bring more of the firm onto the brain if time allows.
- A short, concrete usage summary could give Rob a reason to renew.
Transcript
Jenna PriceHi Marcus, sorry, I'm a couple of minutes late. I was on the phone with a client and couldn't get away.
Marcus BellNot a problem at all, Jenna. Good afternoon. How's your week going?- Jenna PriceBusy. Hiring's slower, so everyone's chasing and the team's stretched trying to cover it. We've also had some changes on the permanent side.
- Marcus BellThat sounds like a lot. I'll keep this tidy. I'll share my screen and run through the usage, then ask you a couple of things about the renewal coming up, and then I'll leave you to it.
- Jenna PriceOkay.
- Marcus BellSo, usage. It's steady. About three people regularly, same as the last quarter, so it's neither up nor down. The questions they ask are the same sort as before, client positions mostly.
- Jenna PriceThat sounds right. We haven't really changed how we use it.
- Marcus BellWhich is fine. It's reliable and it's being used. The only thing I'd say is that you've got fifteen licences and we're using a small share of them, so there's room for the rest of the firm if it ever makes sense.
- Jenna PriceI know. I've been meaning to do more with that. It's just, with the restructure and everything, I haven't had the time to push it.
- Marcus BellUnderstood. Is the restructure affecting the people who use it, though? I mean, are the consultants who use it staying where they are?
- Jenna PriceI think so. Rob's rearranged a few things on the permanent team, but I don't think the people I've been working with are going anywhere. I'd tell you.
- Marcus BellPlease do. If somebody who's a regular user moves, I'd like to know so we can look at the numbers.
- Jenna PriceYes, of course.
- Marcus BellSupport has been quiet. No tickets since the last time we spoke, refresh on time, connectors loading. Anything you've noticed that I haven't?
- Jenna PriceNo. It's been fine. Honestly, it's one of the few things that doesn't need babysitting.
- Marcus BellThat's the nicest thing anyone's said to me this week. Thank you.
- Jenna PriceIt's true though.
- Marcus BellRight, the renewal. The contract runs to the start of January, so we'll be starting the conversation soon. Tom Ashdown will be in touch, and he'll probably want a call with you and Rob. Is Rob going to be the one who decides?
- Jenna PriceYes, he signs everything. But he'll ask me whether it's worth it, and I'll say yes. I think. Can we park the details until Tom gets in touch?
- Marcus BellAbsolutely. I don't do the pricing side so I wouldn't want to get ahead of him. What I can do is put together a usage summary, so you and Rob have something concrete.
- Jenna PriceThat would be good. Short, if you can. Rob has a thing about long documents.
- Marcus BellOne page. I'll have it with you within the next week or so. And I'll let Tom know you're expecting him.
- Jenna PriceThanks. Sorry I'm not much help today. My head's elsewhere.
- Marcus BellYou've been plenty of help. Look after yourself, Jenna, and I'll send that over soon.
- Jenna PriceThanks Marcus. Speak soon.
- Marcus BellBye for now.