Vantrell Software / BG-Demo – Check In
Callcompleted
Vantrell Software · 3 Apr 2025 10:30
Hugh Firth says the brain is part of the support team's workflow. Daniel Okafor points to 15 users against about four active, and a reserved bonus connector. Hugh is open to bringing in the sales team and, later, product roadmap data.
What was said
What this says
As at Fri 9 Oct 2026Hugh Firth says the brain is part of the support team's workflow. Daniel Okafor points to 15 users against about four active, and a reserved bonus connector. Hugh is open to bringing in the sales team and, later, product roadmap data.
What happened: Daniel ran a routine check-in on 3 Apr 2025 with Hugh, Head of Data. Hugh reported regular use, mainly by the support team, and fresh data each morning.
Customer view: Hugh had no issues or improvements to raise. His main use case is the support team understanding what drives tickets.
Commercial: Daniel noted 15 users against about four active, with two of five connectors in use and a bonus connector in reserve. Hugh said he should talk to the sales team about using it, and might want product roadmap data eventually.
Watch: no commitment was made on either expansion. The next check-in was set for roughly six months out.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Hugh Firth to speak to the sales team about using the brain.
- Daniel Okafor to follow up on product roadmap data when Hugh is ready, with technical input from Hannah.
- Daniel Okafor to check in again in about six months.
Risks
As at Fri 9 Oct 2026- Usage sits with the support team, so adoption beyond it is untested.
- No expansion commitment was made, so the headroom may stay unused.
Opportunities
As at Fri 9 Oct 2026- Bringing the sales team in for churn risk and upgrade opportunity identification would widen use.
- Product roadmap data could use the reserved bonus connector.
Transcript
Daniel OkaforHi Hugh. How is the brain working out for the team?
Hugh FirthReally well, actually. The team has been using it quite regularly. It's become part of the workflow now.- Daniel OkaforThat's great to hear. I can see that in the usage metrics. You're averaging around four active users. That's a good chunk of your team. Questions are going up week on week, which tells me people are finding value in it.
- Hugh FirthYeah, the support team in particular have really taken to it. They're using it to understand what's driving tickets.
- Daniel OkaforExactly what we hoped. Have you thought about bringing Dan and the sales team in? They could use it for churn risk and upgrade opportunity identification.
- Hugh FirthGood point. I should definitely have a chat with him about it. It could be useful for them.
- Daniel OkaforIt would be. And you've got room. You're on fifteen users, you're using four. There's a lot of headroom for expansion. How's the data freshness? Are you seeing current data when you query?
- Hugh FirthYeah, seems fresh. The support team run queries in the morning and they're seeing yesterday's tickets, which is what we want.
- Daniel OkaforPerfect. Any issues or anything you'd like to see improved?
- Hugh FirthNothing that's jumped out so far. It's working well.
- Daniel OkaforBrilliant. So thinking ahead, you've got five connectors available. You're using two right now. The bonus connector we gave you in the deal is still in reserve. Would it be worth chatting about what else you might want to connect? Finance data, product roadmap, hiring?
- Hugh FirthThat's an interesting point. We might want to look at product roadmap data eventually. That could help the support team understand what's being built.
- Daniel OkaforThat's a great use case. When you're ready to move on that, just let me know. We can discuss the technical side with Hannah and figure out how to bring that in. In the meantime, just keep using it and let me know if anything comes up. I'll check in again in six months, unless you need something sooner.
- Hugh FirthSounds good. Thanks, Daniel.