Hollins Tarrant / BG-Demo – QBR
Callcompleted
Hollins Tarrant · 6 May 2025 09:30
Active users and questions fell on the quarter at Hollins Tarrant, with one person asking a big share. Rob Ellery asked what the firm pays for and wants a one-page value summary before the January renewal.
What was said
What this says
As at Fri 9 Oct 2026Active users and questions fell on the quarter at Hollins Tarrant, with one person asking a big share. Rob Ellery asked what the firm pays for and wants a one-page value summary before the January renewal.
What happened: Marcus Bell told Rob Ellery and Jenna Price that active users and questions asked were down on the quarter before. The data was loading as it should, and only one how-to ticket was raised, closed within the day.
Customer view: Rob asked what the firm would be paying for if only a few people use it, adding that he was not complaining. Jenna said the team is stretched and falls back on ringing each other.
Commercial: Marcus gave the contract end as 3 Jan 2026 and the renewal date as 4 Jan 2026. He will not push anything before the value page is sent.
Watch: Jenna asked to park the consultant session, so adoption may stay narrow.
Themes
As at Fri 9 Oct 2026Theme
Falling usage, value case
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to produce the one-page value summary with Jenna Price's help and send it to Rob Ellery.
- Marcus to nudge Jenna in a few weeks about the half-hour consultant session.
- BG-Demo's renewal owner to open the renewal conversation ahead of the 4 Jan 2026 renewal date.
Risks
As at Fri 9 Oct 2026- Active users and questions asked fell on the quarter before, with a big share from one person.
- The managing director is questioning what the firm pays for given how few people use it.
- The consultant enablement session was parked, so adoption may stay narrow into the renewal.
Opportunities
As at Fri 9 Oct 2026- Fifteen licensed users with only a handful active leave room to widen use across the consultants.
- A one-page value summary of who asks, what they ask and time saved could anchor the renewal case.
Transcript
Marcus BellMorning, both. Jenna, I can see you. Rob, I think you're still joining.
Jenna PriceMorning, Marcus. Sorry, I'm late, the team's stretched and I had to sort out something before I could get on. Rob's coming, he's just finishing a call.- Marcus BellNo problem. How's the week been? Busy?
- Jenna PriceBusy, yes. It's been that sort of month. Ah, here he is.
Rob ElleryMorning. How long are we going to be? I've got a client at eleven.- Marcus BellWe'll get you out in good time, Rob. I'm going to share my screen and go through the quarter: usage, tickets and what we might do next. Can you see it?
- Jenna PriceYes, we can see it.
- Marcus BellOkay. So I've pulled the numbers. I'll be straight with you: active users are down on the quarter before, and so are the questions asked. Not by a huge amount, but it's gone the wrong way and I wanted us to look at it together.
- Rob ElleryDown because?
- Marcus BellThat's what I'd like to understand. The data's loading as it should, so the brain's available and up to date. It looks to me like people are just in it less often.
- Jenna PriceI think that's fair. It's been a busy few weeks and a couple of the consultants haven't been at their desks much. They go back to the old way when they're in a rush, they just ring each other.
- Rob ElleryThe team's flat out, Marcus. They're out seeing clients, not sitting there typing questions.
- Marcus BellThat makes sense. Can I show you who's asking? It's mostly Jenna, with a few others. If you look at the split, a big share of the questions come from one person.
- Jenna PriceThat'll be me. I did say.
- Marcus BellIt's not a criticism at all. It's just that it's better when more of the team do it, so it isn't all riding on you. You've got fifteen licensed users and only a handful are using it.
- Rob EllerySo what would we be paying for, if only a few people use it? I'm asking, I'm not complaining.
- Marcus BellUnderstood. I'd say what you're paying for is that the pipeline, the client accounts and the tickets are in one place when someone asks. The value shows up in the time it saves Jenna and the consultants. I don't want to oversell it, so what I'd like to do is put numbers on it.
- Rob ElleryThat'd help. Something I can read in a minute.
- Marcus BellAgreed. A page: who's asking, what they're asking about, what it would have cost in time otherwise. I'll do it with Jenna's help.
- Jenna PriceOf course. I might be slow to reply, mind.
- Marcus BellThat's all right. Then there's the one ticket this month. A how-to question about setting up a saved search. It was closed within the day, I checked.
- Jenna PriceYes, that was mine. All sorted. It was simple, I just couldn't find where it was.
- Marcus BellWhich is exactly what a short session with the consultants would help with. Half an hour, I'd show them the three or four things that save time on a placement. Would that be useful?
- Jenna PriceIt would. Can we park that for now? Not this month, the team's stretched. Can I come back to you?
- Marcus BellOf course. I'll put a note in and nudge you in a few weeks.
- Rob ElleryAnd the contract? That's January.
- Marcus BellIt runs to 3 Jan 2026, renewal date 4 Jan 2026, so there's time. Tom will talk to you nearer the date. I'm not going to push anything before we've shown you the value page.
- Rob ElleryFair enough. Send me that page and we'll see. Right, I've got to go.
- Jenna PriceThanks, Marcus. Sorry it was a bit rushed.
- Marcus BellNot at all. Thanks both, speak soon.
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