Brannock Medical Supplies / BG-Demo – Check In
Callcompleted
Brannock Medical Supplies · 15 Aug 2024 15:30
Helen Varley said account managers now use the brain first, but only a handful of the forty licences are in use. She asked to onboard more account managers and contract renewal staff, and said the delivery data looking a day behind worries her.
What was said
What this says
As at Fri 9 Oct 2026Helen Varley said account managers now use the brain first, but only a handful of the forty licences are in use. She asked to onboard more account managers and contract renewal staff, and said the delivery data looking a day behind worries her.
What happened: Marcus Bell showed usage that he called one of the better trends on a Growth account this quarter. Active users had nearly tripled, with five or six people asking questions on a typical day.
Customer view: Helen said key-account managers now see it as the first place to look. Her worry is a delivery complaint sitting waiting because the data is a day behind.
Commercial: Helen asked who else she can get on, starting with more account managers and then the contract renewal team. Marcus confirmed forty users are contracted at £42k a year as it stands, so no extra cost.
Watch: Marcus would not put a date on any engineering change. He promised to flag any refresh slip to Helen directly.
Themes
As at Fri 9 Oct 2026Theme
Usage growth and seat headroom
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus to send three mid-week options for a thirty minute walk-through by trust.
- Marcus to email Helen the usage page and a short note on what it shows.
- Marcus to send the invite for the quarterly review in September.
Risks
As at Fri 9 Oct 2026- A repeat of the delivery data running a day behind would hurt trust.
- Only five or six daily users against forty licences leaves value unproven to Andrew.
Opportunities
As at Fri 9 Oct 2026- Headroom on forty licences for more account managers and the contract renewal team.
- A usage chart gives Helen evidence to take to Andrew.
Transcript
Marcus BellAfternoon, Helen. Can you hear me alright?
Helen VarleyLoud and clear. Afternoon, Marcus. Bit of a manic day here, so I've got my half hour and not much more.- Marcus BellNo problem at all, I'll keep it tight. I'm going to share my screen in a second. I want to cover three things: usage since we last spoke, the couple of tickets you've raised, and what's coming up. Does that suit?
- Helen VarleySuits me. I'd add one more, which is who else I can get on the brain. But start with usage.
- Marcus BellPerfect, we'll do that last. Right, can you see the usage page now?
- Helen VarleyI can. Is that the line going up and to the right?
- Marcus BellIt is. I've pulled the numbers, and honestly it's one of the better trends I've seen on a Growth account this quarter. Active users have nearly tripled compared with the quarter before. On a typical day you've got five or six people in there asking questions.
- Helen VarleyFive or six. Out of forty licences, so that's not exactly everyone.
- Marcus BellNo, and I'll come back to that. But it's the direction that matters at this stage. You only went live in the spring, and a quarter ago it was a couple of people and you.
- Helen VarleyFair. The key-account managers have started to see it as the first place to look rather than the last. One of them told me she'd stopped opening three different screens before a trust meeting.
- Marcus BellThat's exactly the use we hoped for. Orders, delivery queries and the contract renewals, all by trust, in one place.
- Helen VarleyBy trust, yes. That's the bit that matters. What's driving the jump, do you think? Is it just that more of them have been told to use it?
- Marcus BellPartly, I'd say. Looking at who's asking, it's mostly the account managers rather than head office, which is a good sign. They're not being nudged, they're coming back. The questions are mostly about delivery queries and what's coming up for renewal.
- Helen VarleyMm. That tallies. Right, tickets. I raised the one about the delivery data looking a day behind.
- Marcus BellYes, that's the high priority one. It's closed, you should have had the note. There were two tickets in the last month, that one and a smaller how-to question, and both are done.
- Helen VarleyI did have the note. My worry is it happening again. I won't have a delivery complaint sitting waiting because the system's behind.
- Marcus BellUnderstood. I can't promise you it never happens, and I'm not going to put a date on any engineering change, but I can say we watch that refresh and I'll flag it to you directly if it slips. You won't have to find out from a key-account manager.
- Helen VarleyThat's what I need. I'll take that to the account managers so they know who to tell.
- Marcus BellHappy to jump on a short call with them if it helps.
- Helen VarleyActually that leads me to my fourth item. Who else can I get on? Forty licences and we're using a handful.
- Marcus BellRight. So there's real headroom. Have you got a view on which teams, or is it just more account managers?
- Helen VarleyMore account managers first. Then probably the people who handle the contract renewals, because they're asking me for the same trust summaries every week.
- Marcus BellOkay. Then what I'd suggest is a thirty minute session, a walk-through by trust using your own data, so they see their own accounts and not a demo. Shall we book that for the next fortnight or so?
- Helen VarleyYes, let's do that. Can you do a mid-week slot? The Monday is when everyone's chasing orders.
- Marcus BellMid-week is fine. I'll send three options by tomorrow.
- Helen VarleyLovely. And do I need to do anything on licences? Add them, or are they all there?
- Marcus BellThey're all there. You're contracted at forty users, so you can invite up to that, no extra cost. The account sits at £41,800 a year as it stands and nothing changes on that.
- Helen VarleyGood, I just wanted to know I wasn't going to get a surprise. Andrew will ask.
- Marcus BellNo surprise. Anything else you wanted to flag before I let you go?
- Helen VarleyOnly that I'd like the usage chart you just showed in an email. I want to show Andrew the line going up.
- Marcus BellOf course, I'll send the page and a couple of lines on what it shows. Then the next proper review is the quarterly one in September, and I'll get that invite out too.
- Helen VarleyGreat. Thanks, Marcus, that was useful.
- Marcus BellThanks, Helen. Speak soon.
- Helen VarleySorry, Marcus, are you still there? I've just realised I left the call open. Never mind, bye.
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