Hollins Tarrant / BG-Demo – Check In
Callcompleted
Hollins Tarrant · 15 Jun 2026 14:30
Jenna Price said the connector has drifted since the CRM change and she has no time to fix it. Daily active users are down by more than a third. A colleague has asked her twice what the company gets from the brain.
What was said
What this says
As at Fri 9 Oct 2026Jenna Price said the connector has drifted since the CRM change and she has no time to fix it. Daily active users are down by more than a third. A colleague has asked her twice what the company gets from the brain.
What happened: Marcus Bell reviewed usage with Jenna. Average daily active users are about two, down from a bit over three last quarter, and all three tickets this month concern the same connector.
Customer view: The CRM was changed and the connector no longer points at what it did. Jenna is the only person who knows the new CRM, and the company has no IT support beyond an outside person who visits now and then.
Commercial: A colleague has asked Jenna twice what the company gets from the brain and she has no good answer. That is a value risk for the renewal, with no complaint about price or a rival.
Watch: Marcus will send a short list of questions Jenna can answer in her own time. He gave no date for engineer turnaround. The consultant training session is parked until the connector is fixed.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends Jenna a short, plain list of questions about the new CRM.
- Marcus checks with an engineer how quickly the connector can be re-aligned once answers arrive.
- Hold the consultant training session until the connector is fixed.
Risks
As at Fri 9 Oct 2026- Daily active users have fallen by more than a third and the connector points at a CRM that has changed.
- A colleague has asked Jenna twice what the company gets from the brain and she has no good answer.
- Jenna is the only person who knows the new CRM, so the fix depends on one stretched person.
Opportunities
As at Fri 9 Oct 2026- A plain list of questions Jenna can answer in short slots gives a route to re-aligning the connector.
- The parked consultant training session can restart once the connector is current.
Transcript
Marcus BellHi, Jenna, can you hear me? I'll just get the screen sorted.
Jenna PriceHello, Marcus. Sorry for the slow reply last time, and sorry I'm late again. The team's stretched.- Marcus BellHonestly, don't worry. Afternoon. Right, what I want to cover is quite short. The numbers, the connector, and what would be useful from us over the summer.
- Jenna PriceOkay. Go on.
- Marcus BellSo I've pulled the numbers. Average daily active users is about two now. Last quarter it was a bit over three, so it's down by more than a third. Three tickets this month, no high priority, and all of them are about the same connector.
- Jenna PriceYes. That's me. I've not looked at it since we spoke, to be honest. I'm sorry.
- Marcus BellIt's okay. Can I ask what's actually stopping it? Is it time, or is it that you're not sure how the settings should look now the CRM has changed?
- Jenna PriceBit of both. We changed the CRM and a lot of what the connector points at isn't there in the same form. I'd need to go through it properly and decide what we still care about. And I haven't got the head space.
- Marcus BellRight, that makes sense. And it's not a small job to do on the side of the day. I know that.
- Jenna PriceNo. It isn't. Rob's asked me twice what we're getting from it, and I don't have a good answer at the moment.
- Marcus BellI appreciate you saying that. Honestly, the answer is that when it was lined up it was giving you the one view of accounts, pipeline and tickets. The problem is that it's drifted from the source. That's fixable, but not without some time from someone who knows how the CRM is now.
- Jenna PriceThat's me. That's the problem.
- Marcus BellCould someone else on your side take part, even for twenty minutes? A colleague in IT, maybe?
- Jenna PriceWe don't really have anyone. It's me and an outside person who comes in now and then. I could ask, but I don't know what they'd say.
- Marcus BellOkay. Well, would it help if I wrote out exactly what we'd need to know? A simple list of questions. Then it could be answered in your own time, no meeting.
- Jenna PriceYes, actually, that would be much easier. I can do things in ten minutes between other things. Not an hour in a row.
- Marcus BellGood. I'll do that. Short, plain, and I'll put it in the note. And to be clear, I can't promise when an engineer will be able to turn it around once we have the answers, I'd need to check with them.
- Jenna PriceThat's fine. I just don't want to leave you thinking I've stopped caring about it. It's just everything else.
- Marcus BellI don't think that at all. Is there anything else you want me to hold on to before we finish?
- Jenna PriceOnly that can we park the training session for the consultants until the connector's sorted? There's no point showing them something that's out of date.
- Marcus BellAgreed, that's sensible. Connector first, then training. I'll send the note this afternoon.
- Jenna PriceThanks, Marcus. Speak soon.