Brannock Medical Supplies / BG-Demo – Check In
Callcompleted
Brannock Medical Supplies · 17 Jun 2026 16:15
Helen Varley is unhappy after three tickets in a month, two high priority, over delivery data that did not match what trusts had been told. She says it is not helping with renewal due next spring and wants an owner.
What was said
What this says
As at Fri 9 Oct 2026Helen Varley is unhappy after three tickets in a month, two high priority, over delivery data that did not match what trusts had been told. She says it is not helping with renewal due next spring and wants an owner.
What happened: On the 17 Jun 2026 check-in Marcus Bell reported three tickets this month, two marked high priority. Helen Varley said managers saw delivery queries that did not match what trusts had told them, once embarrassingly.
Customer view: Helen's worry is trust in the data: if managers stop trusting it they stop using it. She said the invoices are fine and this is purely about whether it does the job.
Commercial: The contract runs to 30 Apr 2027 and renews on 1 May 2027 at £48k a year. Marcus will brief Priya, who looks after terms.
Watch: There is no fix date and the engineers' cause is not yet known. Marcus committed to written findings this week, a check of two or three busy trusts, and a longer call.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to obtain the engineers' findings in writing this week and walk Helen through them.
- Helen to send the trust names to check, and Marcus to report what the brain shows for each.
- Marcus to brief Priya and book an hour with Helen and the key-account manager once answers are in.
Risks
As at Fri 9 Oct 2026- Helen says the brain is not helping and managers may stop using it if they stop trusting the data.
- There is no fix date and no confirmed cause for the mismatched delivery data.
- The £48,500 renewal on 1 May 2027 is exposed if value is not restored.
Opportunities
As at Fri 9 Oct 2026- A check of two or three busy trusts against known facts could rebuild confidence in the data.
- A longer call with the manager who raised the mismatch gives a route to resolution.
Transcript
Marcus BellHi Helen, good afternoon. Can you hear me okay?
Helen VarleyAfternoon Marcus, yes. I'll be brief on the agenda because I'm not in the best mood about this. Three points: the tickets this month, whether the data can be trusted, and what happens next.- Marcus BellFair enough, and thanks for saying so straight. I'll share my screen. I've pulled the numbers and I want to go through the tickets first, because I know that's what's on your mind.
- Helen VarleyGo on then.
- Marcus BellThree this month, two of them marked high priority. Usage is actually up a little on the quarter, so people are using it, which makes it more of a problem when it lets them down.
- Helen VarleyExactly. My managers were looking at delivery queries that didn't match what they'd been told by the trust. In one case it was embarrassing. What's driving that?
- Marcus BellI don't want to guess in front of you, so what I know is this: the first responses were inside your hour, and both were looked at the same day. The cause is with the engineers and I don't have a final answer for you yet.
- Helen VarleyIs there a date? Because I need to tell my managers something.
- Marcus BellI can't give you a date for a fix and I'd rather not make one up. What I can do is get the engineer's findings in writing this week and walk you through them.
- Helen VarleyI never accept the system can't do that, Marcus, and I'm not going to start now. Someone needs to own this.
- Marcus BellAgreed, and that's me on your side until it's closed. I'll be named on both tickets and I'll update you whether or not there's news.
- Helen VarleyOkay. That helps. The second point, can the data be trusted? Because if my managers stop trusting it, they stop using it, and then it's not worth the money.
- Marcus BellThat's the right worry. What I'd suggest is we check the records for two or three of your busiest trusts against what you know is true. If they match, you've got a clear answer for the team. If they don't, we know exactly where.
- Helen VarleyWhich ones, by trust? Choose ones with a lot of delivery activity.
- Marcus BellYou pick them, you'll know where the pain is. Send me the names and I'll come back with what the brain shows for each.
- Helen VarleyI'll do that today. Right. Renewal is next spring. I'm just going to say it: this isn't helping.
- Marcus BellI understand. Your contract runs to 30 Apr 2027 and renews on 1 May 2027, at £48,500 a year. Priya looks after terms and I'll make sure she knows how this month has gone, so she's not caught out.
- Helen VarleyGood. I'd rather she heard it from you than from me in an email.
- Marcus BellUnderstood. For what it's worth, nothing is overdue on the billing side, so there's nothing messy there to add to it.
- Helen VarleyNo, the invoices are fine. This is purely about whether it does the job.
- Marcus BellThat's how I'm treating it. Can I also suggest a longer call once the engineers have come back? Say an hour, with you and one of the key-account managers who saw the mismatch.
- Helen VarleyYes. The manager who raised it can join. I'll check her diary.
- Marcus BellPerfect. So to recap: I'm getting the engineer's findings in writing this week, you send me the trusts to check, I tell Priya where things stand, and we book an hour once I have answers.
- Helen VarleyThat's right. And Marcus, thank you for not dressing it up.
- Marcus BellOf course. Speak soon, Helen. Thanks.