Brannock Medical Supplies / BG-Demo – Check In
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Brannock Medical Supplies · 29 Oct 2025 10:30
Usage is recovering and broader across account managers, and a closed ticket was a how-to. Helen wants a renewals-per-trust dashboard, and finance director Andrew has started asking what the company gets for the money.
What was said
What this says
As at Fri 9 Oct 2026Usage is recovering and broader across account managers, and a closed ticket was a how-to. Helen wants a renewals-per-trust dashboard, and finance director Andrew has started asking what the company gets for the money.
What happened: Marcus reported active users up by more than a quarter on the last quarter, with questions up too and spread across several people. The recent ticket was a how-to answered the same day, with no connector or freshness problem.
Customer view: Helen said the nightly refresh is fine because nobody has mentioned it. She credits her summer instruction to ask the brain by trust.
Commercial: The account managers want contract renewals per trust on one page, which Growth covers through the dashboards builder. Andrew has started asking what they get for the money, and Helen asked for a short one-page value view that mentions the renewal next spring.
Watch: The dashboard depends on how renewal dates are held in the CRM. Helen is to return with a named contact for that.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus to send Helen the list of top and non-using askers, with a one-page finance-friendly usage view.
- Helen to name someone in commercial operations for a thirty-minute session on renewal date data.
- Priya to pick up the commercial side nearer the renewal.
Risks
As at Fri 9 Oct 2026- The finance director is benchmarking spend and needs a clear value case before the renewal next spring.
- The renewals dashboard depends on how renewal dates are held in the CRM.
Opportunities
As at Fri 9 Oct 2026- A renewals-per-trust dashboard on the Growth dashboards builder would deepen use among account managers.
- Rising active users and questions give BG-Demo evidence for the value case.
Transcript
Marcus BellMorning, Helen. Can you hear me alright?
Helen VarleyLoud and clear. Morning, Marcus. Sorry, one second, I'm just shutting the door, it's chaos out there today.- Marcus BellNo problem at all. Busy week?
- Helen VarleyTwo trust tenders and a delivery problem on a care home contract. The usual. Right, three things from me today: usage, that one ticket, and what the key-account managers are asking for next.
- Marcus BellPerfect, that's almost exactly my list. I'll share my screen and I've pulled the numbers, so you can see them. Can you see the usage page?
- Helen VarleyI can. Go on.
- Marcus BellSo, active users this quarter are up by more than a quarter on the last one. You've got forty licensed seats and you're nowhere near the limit, but it's a good direction. Questions asked are up as well, and what I like is that it's not one person doing it all.
- Helen VarleyRight. What's driving that? Because I'd like to think it's the account managers, not just me poking around.
- Marcus BellIt's mostly them. If I filter by who's asking, there's a cluster of people asking about delivery queries per trust, and a couple asking about contract renewal dates. Those two themes are most of it.
- Helen VarleyThat's what I hoped. I told them in the summer, stop opening three systems before every trust call, just ask the brain. By trust, please, that's the rule. Some of them have taken it on properly.
- Marcus BellAnd it shows. Do you want me to send you the list of who's asking the most? You might want to say well done to a few of them.
- Helen VarleyYes please. And the ones who aren't using it, I'd like to see those too, quietly.
- Marcus BellHappy to. I'll put both in one email, nothing fancy.
- Helen VarleyLovely. Now, the ticket. What happened there? I saw it was closed but nobody told me what it was.
- Marcus BellIt was a how-to. One of your account managers wanted to filter the delivery view by a single care home group and couldn't find it. Support answered it the same day and it's been fine since. Nothing wrong with the connectors, nothing stale.
- Helen VarleyGood. I hate it when something small turns into a week of emails. Okay, so the third thing. The account managers want contract renewals per trust on one page they can open before a call. Can it do that today or is that a new thing?
- Marcus BellGrowth includes the dashboards builder, so it can. I'd want to look at how your renewal dates are held in the CRM first, because a dashboard is only as tidy as the field behind it. Shall we book thirty minutes with one of your people who knows that data?
- Helen VarleyI'll take that to the account managers and come back with a name. Probably someone in our commercial operations team rather than a salesperson, they know where the bodies are buried.
- Marcus BellPerfect. While I've got you, how does the nightly refresh feel? Are people finding the data is there when they start in the morning?
- Helen VarleyYes. Nobody's mentioned it, which in my world means it's fine. If it had been late I'd have heard about it by nine.
- Marcus BellGood, that matches what I see on my side. Records indexed are climbing steadily, no connector has gone quiet.
- Helen VarleyOne more thing, and it's a bit early. Andrew, our finance director, has started asking what we get for the money. Not in a worried way. He just likes to benchmark things.
- Marcus BellThat's fair, and it's worth getting ahead of. I can put together a one-page view of usage and the kind of questions people ask, in language that suits finance. Would that help?
- Helen VarleyIt would. Keep it short, he doesn't read decks. And mention the renewal is next spring so he's not surprised.
- Marcus BellWill do. I'll send that with the usage list, and Priya will pick up the commercial side nearer the time.
- Helen VarleyGood. Right, anything else from you?
- Marcus BellNo, that's me. Thanks, Helen, really glad it's being used.
- Helen VarleyThanks, Marcus. Speak soon.