Hollins Tarrant / BG-Demo – Check In
Callcompleted
Hollins Tarrant · 12 May 2026 14:30
Marcus Bell raised falling usage and CRM connector tickets. Jenna Price said the team is stretched after a restructure and asked to park the fix. A 30-minute session was agreed for the end of next month.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell raised falling usage and CRM connector tickets. Jenna Price said the team is stretched after a restructure and asked to park the fix. A 30-minute session was agreed for the end of next month.
What happened: Marcus walked through falling active users and questions asked, then the CRM connector tickets. Jenna accepted the connector needs reconfiguring but could not give an hour now.
Customer view: Jenna links the low use to a restructure and a stretched team. She would accept Marcus doing most of the work if she approved it.
Commercial: A stale connector means less current data, less use and harder re-engagement, which puts the subscription at risk at renewal. The evidence does not show the tier on this call.
Watch: The fix depends on a slot at the end of next month that Jenna may move. Marcus agreed to group any further tickets.
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 the invite for a 30-minute connector session at the end of next month.
- Marcus Bell to send a short note of what was agreed.
- Marcus Bell to group any further connector tickets so Jenna Price receives fewer separate notes.
Risks
As at Fri 9 Oct 2026- The CRM connector is not pulling records since the customer's system change, so the brain shows less current data.
- Active users and questions asked have fallen, and some days only one person uses it.
- The fix is parked on a stretched team and the booked slot could move.
Opportunities
As at Fri 9 Oct 2026- Marcus Bell can do most of the connector reconfiguration with Jenna approving it, which lowers her time cost.
Transcript
Jenna PriceHi Marcus, sorry, sorry, I'm late. I only just got out of another meeting.
Marcus BellAfternoon, Jenna, that's fine. Thanks for making the time. I'll share my screen and tell you what I want to cover. I've pulled the numbers for the last few weeks and I'd like to go through those, then talk about the tickets that have come in, and see what would help.- Jenna PriceOkay. I think I know what you're going to say about the tickets.
- Marcus BellLet me do the usage first. Active users have dropped back compared with the last quarter, quite a bit. It's a handful of people now and some days it's only one. Questions asked are down with it.
- Jenna PriceYeah. That's about what I'd expect. The team's stretched, we've restructured a bit and some of them aren't really using anything beyond the CRM at the moment.
- Marcus BellUnderstood. And I think that links to the tickets. There have been a few from you in the last month, and they're all around the CRM connector. It looks like it's not pulling records the way it used to.
- Jenna PriceRight. Yes. Since we moved things around on our side, it's, well, it's not quite lining up. I know I need to sort it. I've been meaning to.
- Marcus BellThat's not a criticism, Jenna, honestly. It's common after a system change. The connector just needs reconfiguring to match the new set-up. It's maybe an hour or two of your time, with me on the call, and I can walk you through it.
- Jenna PriceI know. And I do want it fixed. It's just, the team's too busy for me to take an hour out right now. We've got a couple of people off and I'm covering. Can we park that for now?
- Marcus BellOf course we can. I just want to be straight about what it means. While the connector's out of step, the brain's showing less and less current data, so people use it less, and then it's harder to get them back. It's a bit of a circle.
- Jenna PriceYes. I see that. I do. I'm not ignoring it.
- Marcus BellI know you're not. Is it the time that's the problem, or is it something else? Would it be easier if I did most of the work and you just approved it?
- Jenna PriceThat would help, actually. But I'd still need to be there, because I don't want it to change something and break what we've got. Honestly the team's flat out. Maybe in a few weeks?
- Marcus BellA few weeks is fine. I won't push. Shall we book thirty minutes now so it's in the diary, and you can move it if it gets worse?
- Jenna PriceCould you put one in for the end of next month? If I have to move it, I'll say.
- Marcus BellWill do. I'll send the invite after this call. And in the meantime, if the tickets keep coming, I'll make sure they're grouped so you're not getting lots of separate notes.
- Jenna PriceThank you. That would be a help. I'm sorry I've been slow.
- Marcus BellNo need to be. I'll send a short note of what we agreed. Thanks, Jenna.
- Jenna PriceThanks, Marcus. Bye.