Brannock Medical Supplies / BG-Demo – QBR
Callcompleted
Brannock Medical Supplies · 20 Sep 2024 09:00
Quarterly review with Brannock's commercial, finance and CRM leads. Usage is growing and tickets are quiet. The Finance Director questioned value on forty licences and expects to be chased for the renewal on 1 May 2025.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review with Brannock's commercial, finance and CRM leads. Usage is growing and tickets are quiet. The Finance Director questioned value on forty licences and expects to be chased for the renewal on 1 May 2025.
What happened: Marcus Bell ran an adoption QBR. Active users are up by roughly two thirds on the previous quarter, with account managers asking about orders and delivery queries by trust.
Customer view: Helen Varley says trust renewal preparation went from a day of work to something done before a coffee. Andrew Pickering, the Finance Director, asked whether more users means more value and wants the benefit in writing.
Commercial: Andrew raised that Brannock is on forty licences and appears to use a fraction. The current term ends on 30 Apr 2025, so a value case is needed before the renewal conversation.
Watch: new trust type fields in the CRM are not showing in the brain, and Marcus gave no date. Sunita Bains also exports to a spreadsheet each Friday, which a Growth dashboard could replace.
Themes
As at Fri 9 Oct 2026Theme
Adoption, value, renewal prep
Importance
renewal
Sentiment
positive
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 writes up the value note and usage chart for Andrew Pickering.
- Marcus Bell checks with his team how the new CRM fields get picked up and reports back to Sunita Bains.
- Marcus Bell and Sunita Bains hold a dashboard session, and Helen Varley names the next account managers for walk-throughs.
Risks
As at Fri 9 Oct 2026- Andrew Pickering questioned the value of forty licences against current usage ahead of the term end on 30 Apr 2025.
- New CRM trust type fields are not reaching the brain and no date was committed.
- Andrew said he expects to be chased, so the renewal needs proactive handling.
Opportunities
As at Fri 9 Oct 2026- More account managers can be onboarded onto the existing forty licences, which supports the value case.
- Sunita Bains can build a dashboard by trust on Growth, replacing the Friday spreadsheet export.
Transcript
Helen VarleyMorning, Marcus. Morning, Sunita. Andrew's just joining, he's on his way in.
Marcus BellMorning both. No rush. I'll share my screen once Andrew's here.
Andrew PickeringGood morning. Forgive me, I've only just got in. Who am I speaking to, and in what capacity?- Marcus BellMorning, Andrew. Marcus Bell, I'm the customer success manager at BG-Demo. I look after how your teams are using the brain, and I run these quarterly reviews.
- Andrew PickeringThank you. And who is our account manager now? I've seen several of you come and go, I'm afraid.
- Marcus BellPriya Raman is your account executive and owns the commercial side. She's not on today, it's an adoption review. But she's the name on your order form.
- Andrew PickeringGood. I like to have a name. Please carry on.
- Helen VarleyCan I do the agenda? Three points. One, usage and whether it's earning its place. Two, what Sunita needs from the CRM side. Three, what we do next. Is that all right, Marcus?
- Marcus BellThat's better than mine, let's use it. Okay, sharing now. Can everyone see the usage summary?
Sunita BainsYes, I can see it.- Marcus BellSo, I've pulled the numbers. Active users are up by roughly two thirds on the previous quarter. That follows a very big jump before it, so you're building on something that was already moving. And the questions asked are climbing alongside the people.
- Andrew PickeringForgive the question, but is more users the same as more value? In the round, I mean. I'd like to understand what we are getting for the licence.
- Marcus BellFair, and users alone aren't the measure. The better one is questions asked, and who's asking. It's account managers asking about orders and delivery queries by trust, so it's being used for the work you bought it for.
- Helen VarleyI can give you a concrete one, Andrew. Before this, preparing for a trust renewal meant a day of pulling things together. Now the account manager does it before a coffee. We've been going into renewals earlier.
- Andrew PickeringEarlier renewals are worth having. Margins in this sector are thin enough that an early renewal matters. I'd like that in writing, if it can be put in a line or two.
- Marcus BellI'll write it up, with the usage chart, after the call.
- Andrew PickeringThank you.
- Marcus BellAlso worth saying, there were no tickets in the last month, and your invoices are all paid up. So on the service side it's been quiet, in a good way.
- Helen VarleyWhich I'll take. After the earlier delivery data issue, quiet is exactly right.
- Marcus BellAgreed. Now Sunita, you had something on the CRM side.
- Sunita BainsYes. I look after the CRM here, so I'm the one who gets asked when the brain and the CRM disagree. Mostly they match. But we've added a couple of fields for trust type, and they aren't showing up in the brain.
- Marcus BellOkay, that's a useful one. New fields on your side won't come through automatically as something people can ask about until they've been picked up in the connection. Have they been in the CRM long?
- Sunita BainsA few weeks. We populate them as the account managers update records, so they're patchy.
- Marcus BellThat makes sense. I'll raise it with our team and come back to you on how it gets picked up. I won't give you a date today because I want to check with them first.
- Sunita BainsThat's fine, I'd rather have the right answer.
- Helen VarleySunita, could you also look at a dashboard by trust? Growth includes the dashboards builder, Marcus, doesn't it?
- Marcus BellIt does. Sunita could build one, a view by trust of orders and open delivery queries, and I'm happy to sit with her for an hour to get it started.
- Sunita BainsI'd like that. At the moment I'm exporting things to a spreadsheet for Helen on Fridays.
- Helen VarleyWhich I'd happily stop receiving.
- Andrew PickeringIf I may. You're on forty licences, and the numbers on the screen suggest we're using a fraction. Is that something I should be concerned about when the term comes up?
- Marcus BellIt's headroom rather than a worry, Andrew. The use is growing, and there's room for the rest of the account managers. I'd not want you to be paying for something unused for long, so it's my job to help get people on.
- Andrew PickeringQuite. That's a fair answer. And the renewal is on 1 May 2025, I believe.
- Marcus BellThat's right, the current term ends on 30 Apr 2025. Priya will be in touch well ahead, and I'll be part of that conversation.
- Andrew PickeringI won't chase. I expect to be chased, if that's not too blunt.
- Marcus BellNot at all, we'll do the chasing.
- Helen VarleyRight. Next steps, so I have them. Marcus writes up the value note for Andrew. Marcus checks the new fields with his team. Marcus and Sunita do the dashboard session. Anything from me?
- Marcus BellYou to tell me which account managers you'd like next, and I'll book the walk-throughs. That's all.
- Helen VarleyDone. Thanks, everyone.
- Andrew PickeringThank you, Marcus. Kind regards to you all.
- Marcus BellThanks all. Speak soon.
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