Brannock Medical Supplies / BG-Demo – Check In
Callcompleted
Brannock Medical Supplies · 17 Apr 2025 15:15
Check-in with Helen Varley ahead of the renewal. Usage and questions asked are up, both tickets were closed within the first-response time, and Helen asked for a by-trust view and a session for newer managers.
What was said
What this says
As at Fri 9 Oct 2026Check-in with Helen Varley ahead of the renewal. Usage and questions asked are up, both tickets were closed within the first-response time, and Helen asked for a by-trust view and a session for newer managers.
What happened: Marcus Bell reported average active users up by roughly a third on the quarter before, with questions asked also rising. Two high priority tickets were answered and closed inside the Growth first-response time.
Customer view: Helen was pleased with the quick reply but would rather the tickets had not been needed. She wants to see questions by trust and never wants a delivery complaint that nobody can see in one place.
Commercial: the contract runs to 30 Apr 2025 and renews on 1 May 2025 on Growth at £46k for forty licensed users. Pricing and terms sit with the account executive, and Marcus declined to guess whether terms change.
Watch: average active use is well under forty licences, which Helen said someone may ask about.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, renewal preparation
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 Bell sends Helen Varley a rough cut of questions by trust this week.
- Marcus sends Helen slots for a half-hour session for the two newer managers next week.
- Marcus flags the renewal to the account executive so she is in touch well before 1 May 2025.
Risks
As at Fri 9 Oct 2026- Average active use is well under the forty licensed users, so the licence count may be questioned at renewal.
- Helen Varley is not the finance contact and the terms are unconfirmed until the account executive writes.
- The cause of the two tickets is still with support and Helen would rather they had not been needed.
Opportunities
As at Fri 9 Oct 2026- Rising active users and questions asked support an easy renewal conversation.
- A by-trust view of questions and delivery queries would deepen use by the key-account managers.
Transcript
Marcus BellHi Helen, good afternoon. Can you hear me alright?
Helen VarleyAfternoon Marcus, yes, loud and clear. Sorry, give me two minutes, I've just come off another call and I'm still hunting for my notes.- Marcus BellNo rush at all. Happy to jump straight in when you're ready. I'll share my screen and say what I'd like to cover. Three things really: how usage looks, the couple of tickets that came in this month, and the renewal at the start of May so you know how that will work.
- Helen VarleyPerfect, that's more or less my list too. Go on.
- Marcus BellRight, so I've pulled the numbers. Average active users over the last month is up on the quarter before, by roughly a third. That's the key-account managers mostly, plus a few more people from your side of commercial ops.
- Helen VarleyGood. What's driving that? Is it the same people asking more, or new people?
- Marcus BellBit of both, honestly. A few new faces, and the regulars are asking more. Questions asked is the number I'd watch, and that's gone up as well.
- Helen VarleyBy trust, please. Can you see which trusts people are asking about?
- Marcus BellNot in this report, no. I can look at the search terms and send you a rough cut by trust. Happy to do that this week.
- Helen VarleyYes please. I'll take that to the account managers, they'll like seeing it's being used. Right, the tickets.
- Marcus BellTwo this month, both marked high priority, both answered and closed. You're on Growth, so first response is inside an hour, and they were comfortably inside that. Give me a second, I'm just checking nothing is still sitting open.
- Marcus BellYeah, nothing open. Both resolved.
- Helen VarleyI saw them. One was mine. I'd have preferred it didn't need raising, but the reply was quick, I'll say that for you.
- Marcus BellAppreciated. I don't want to say more than I know about the cause, that's with the support team, but I'll ask them for a line on it and pass it on.
- Helen VarleyFine. Then renewal. What do I need to do, if anything?
- Marcus BellSo your contract runs to 30 Apr 2025 and renews on 1 May 2025. You're on Growth at £46,300 a year, forty licensed users, and the invoices match that. Pricing and any change to the order form sit with Priya, she's your account owner, so I'll make sure she's in touch well before the date.
- Helen VarleyThat's fine. I'm not the one to talk numbers anyway, our finance team will want to see the order form. Is there anything about the terms that's going to change on us?
- Marcus BellNothing I can see, but that's Priya's area and I don't want to guess. She'll confirm in writing. What I can say is that usage going the right way makes it an easy conversation.
- Helen VarleyRight. And are we using all forty licences? Because if we're not, someone will ask me.
- Marcus BellAverage active is well under forty, so there's headroom. Not everyone logs in every day, that's normal. I'd rather you had room for the new account managers than be squeezed.
- Helen VarleyOkay. Two of my newer managers haven't really got going yet. I'll nudge them. Could you do a short session for them?
- Marcus BellOf course. Half an hour is usually plenty. I'll show them how to ask about a single trust and how to pull delivery queries next to orders. Shall we book that for next week?
- Helen VarleyYes, next week. Send me a couple of slots and I'll pick one.
- Marcus BellWill do. Anything else you want me to chase before the renewal? Connectors, anything missing from the picture?
- Helen VarleyNot at the moment. If the trust view is right I'm happy. What I never want is a delivery complaint that nobody can see in one place.
- Marcus BellUnderstood. So to recap: I send the rough cut by trust, I chase the support team for a line on the two tickets, I send you slots for the session, and I flag the renewal to Priya.
- Helen VarleyThat's it. Thanks Marcus, that was useful. Speak soon.
- Marcus BellThanks Helen, cheers. Bye for now.
Callsmade from