Brannock Medical Supplies / BG-Demo – Check In
Callcompleted
Brannock Medical Supplies · 19 Aug 2025 12:30
Helen Varley raised a fall in active users and questions asked, and said she must justify forty licences in the spring. Marcus Bell agreed a refresher, a quiet-user list and a monthly usage note. Renewal is 1 May 2026 at £48k a year.
What was said
What this says
As at Fri 9 Oct 2026Helen Varley raised a fall in active users and questions asked, and said she must justify forty licences in the spring. Marcus Bell agreed a refresher, a quiet-user list and a monthly usage note. Renewal is 1 May 2026 at £48k a year.
What happened: Helen Varley opened with three points: usage, why it dropped, and what to do. Marcus Bell confirmed average active users was roughly a quarter fewer than last quarter, with questions asked also down, though by less.
Customer view: Helen accepts holidays explain part of it but does not want to hide behind that. She will be asked in the spring what the forty licences deliver.
Commercial: Renewal is 1 May 2026 at £48k a year as it stands. Marcus said the colleague who owns pricing will be kept informed.
Watch: No tickets last month, which Marcus himself read as possibly silence rather than health. Helen suspects nobody opens the dashboards BG-Demo built.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus sends Helen the list of quiet users and refresher slots by the end of the week.
- Marcus checks which dashboards are actually opened and changes those that are not useful.
- Marcus starts a short monthly usage note in bullet points for Helen.
Risks
As at Fri 9 Oct 2026- Falling active users and questions asked leave Helen unable to justify forty licences at the spring renewal.
- Dashboards built for the customer may be unused, weakening the value case.
- Zero tickets alongside falling usage may be silence rather than satisfaction.
Opportunities
As at Fri 9 Oct 2026- A refresher for account managers focused on their own trusts could restore usage before renewal.
- A monthly bullet-point usage note gives Helen evidence to show her own finance team.
Transcript
Marcus BellHi Helen, thanks for joining. Can you hear me?
Helen VarleyHi Marcus, yes. Sorry, I'm eating a sandwich at my desk, it's that sort of day. Three points for me: usage, why it's dropped, and what we do about it.- Marcus BellThat's pretty much the page I've got open. I'll share my screen. So yes, I've pulled the numbers, and I'll be honest, average active users has come down noticeably on the last quarter. Roughly a quarter fewer.
- Helen VarleyI did wonder. What's driving that?
- Marcus BellTwo things I can see. People being away over the summer, which you'd expect, and a handful of accounts that used to log in most days and have gone quiet. I can't tell from the data why. You'll know better than I do.
- Helen VarleyHolidays, certainly. A couple of my managers have been off for weeks. But I don't want to hide behind that. By trust, please. Which trusts have gone quiet?
- Marcus BellGive me a second. I can see which people, not so much which trust. It's mostly the ones who were in a few times a week in the spring.
- Helen VarleyRight. And questions asked? Because logging in isn't the same as getting value.
- Marcus BellAgreed, and that's down too, although a little less than the logins. The ones who do ask are asking about delivery queries and renewals, which is what you bought it for.
- Helen VarleyOkay. So the people who use it, use it properly. The problem is the ones who don't.
- Marcus BellThat's how I read it. And no tickets this last month, which could be good, but I wouldn't lean on it. Quiet isn't always happy.
- Helen VarleyNo. It's not. Let me be direct. I've got forty licences, and I'm going to be asked in the spring what we're getting for them. If usage keeps dropping that's an awkward conversation for me.
- Marcus BellI understand. And that's the point of doing this now rather than in April. Renewal is on 1 May 2026, at £48,500 a year as it stands, and there's plenty of time to turn the picture round. Pricing is Priya's area but I'll keep her in the loop on how usage is going.
- Helen VarleyFine. What do you want to do?
- Marcus BellThree small things. One, a short refresher for the account managers, half an hour, focused on their own trusts. Two, I send you the list of who's gone quiet so you can nudge people directly, because it lands better from you. Three, we check the dashboards we built are the ones people actually open.
- Helen VarleyI like the list. I'll take that to the account managers. The dashboards, I suspect nobody opens them, because I've not heard anyone mention them.
- Marcus BellThen that's worth knowing. If they're not useful I'd rather change them than leave them there.
- Helen VarleyAgreed. What's going to stop this just happening again in the autumn?
- Marcus BellFair question. Probably a regular look at who's asking, rather than waiting for a call like this. I can send a short usage note each month if that helps.
- Helen VarleyMonthly's fine. Bullet points, please, I haven't got time for a report.
- Marcus BellBullets, no problem. I'll send the list of quiet users and some slots for the refresher by the end of the week.
- Helen VarleyGood. And I'll go through who's actually still here, I think one or two on your list may have changed role.
- Marcus BellThat would help a lot. Anything else you want to raise?
- Helen VarleyNo. Thanks Marcus. I'd rather we talked about it plainly.
- Marcus BellSame here. Speak soon, Helen. Cheers.