Dunholm Precision / BG-Demo – Check In
Callcompleted
Dunholm Precision · 24 Mar 2025 12:30
The head of customer operations says the quality team use the brain every morning and it saves real time on complaints. She is deliberately holding back wider rollout and wants the next review judged on outcomes.
What was said
What this says
As at Fri 9 Oct 2026The head of customer operations says the quality team use the brain every morning and it saves real time on complaints. She is deliberately holding back wider rollout and wants the next review judged on outcomes.
What happened: Daniel Okafor held a 30 minute check-in with Ruth Ackroyd after seeing a marked rise in usage. She said people had not drifted off and the quality team now use it every morning.
Customer view: A repeat housing issue was resolved faster because the earlier root cause was in a ticket. A date column read the wrong way round for a couple of days, and Ruth wanted it caught earlier.
Commercial: Forty licensed users with only a fraction active is headroom for managed rollout, not an upgrade case yet. Ruth may bring in the planners later, and wants the review to be about outcomes, not page views.
Watch: The promised explanation of how the date fault will be prevented is owed.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, paced rollout
Importance
praise
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- Daniel Okafor to send Ruth a one-paragraph note on the fix by the end of that week.
- Daniel Okafor to run a half-hour session for the next group, with the sales engineer showing good questions.
- Daniel Okafor to book an outcomes review for the end of the following month.
Risks
As at Fri 9 Oct 2026- A date column fault went unnoticed for a couple of days, and the customer wants evidence of prevention.
- Ruth expects the review to prove outcomes, so a weak value case would hurt the renewal.
Opportunities
As at Fri 9 Oct 2026- Forty licensed users with few active means managed rollout can deepen use.
- The planners are a possible next team once the quality side is bedded in.
Transcript
Daniel OkaforHello, Ruth. Thank you for making the time. It's just the two of us, I think. Nathan wasn't able to join?
Ruth AckroydNo, he's on the shop floor sorting an export. It's me. What's changed since you last had a look?- Daniel OkaforWell, that's partly why I wanted the call, because I was looking at usage this morning and it's very different from when Callie finished the set-up. A lot more people are using it, and regularly, not just a one-off look. How is the team finding it?
- Ruth AckroydBetter than I expected. I'll be straight, I thought people would drift off after the first week. They haven't. The quality team use it every morning now.
- Daniel OkaforThat's lovely to hear. What are they using it for, mostly?
- Ruth AckroydTwo things. Before a customer call they check open orders and any quality tickets against that customer. And when a complaint comes in, they search for earlier tickets on the same part. Used to take someone half a morning. Now it's minutes.
- Daniel OkaforWhich part was it, last time? Something about a housing, if I remember Callie's note.
- Ruth AckroydA housing for an energy customer, yes. A dimensional issue on a batch. We found there'd been a similar one before, a different order, same part, and the earlier root cause was in the ticket. Saved us having to go back to the customer and ask them.
- Daniel OkaforThat is just what we hoped for. Right first time, as you'd say.
- Ruth AckroydDon't push it. Right first time is the standard. We got closer.
- Daniel OkaforFair. Is anything frustrating them? I saw there was one ticket come in this month, just to close the loop on that.
- Ruth AckroydThe one about the field being wrong? Nathan raised it. It's been sorted. A date column was being read the wrong way round for a couple of days. Support fixed it and re-ran it. I'd have liked it caught before we saw it.
- Daniel OkaforUnderstood. I'll come back to you by the end of this week with what was done to stop it happening again. I don't want to give you a guess. I'd rather have it from the engineer.
- Ruth AckroydSend me the evidence. Short. One paragraph.
- Daniel OkaforOne paragraph. Done. Now, on usage, you've got forty licensed users and only a fraction of them are on so far. Is it a question of who to add next, or are you holding back?
- Ruth AckroydHolding back, deliberately. I want people who'll use it properly, and I want them trained. I don't want forty people asking it vague questions and deciding it's rubbish.
- Daniel OkaforThat's a sensible way to do it. Would it help if I ran a short session for the next group? Nothing grand. Half an hour, how to ask a good question and how to check the source.
- Ruth AckroydYes. Do it with Jas in the room, he's the best at it. He'll show them what useful looks like.
- Daniel OkaforLovely. I'll pick a date with Nathan so he can add the people the same day. Is there another team you're thinking of?
- Ruth AckroydPossibly the planners. They live in the orders. But not yet. I want the quality side bedded in first.
- Daniel OkaforNo rush from our side at all. When you're ready, tell me and we'll look at how to bring them in without disturbing what's working.
- Ruth AckroydFine. Anything from you I should know about?
- Daniel OkaforOnly that I'd like us to have a proper review after the next stretch, with Tom, so we can look at what the brain's actually done for you in numbers. I'll put something in the diary. How's the end of next month?
- Ruth AckroydFine, but I'll want it to be about outcomes. Not page views.
- Daniel OkaforOutcomes. Understood. I'll bring escapes caught earlier, time saved on complaints, and the questions people are asking, and who's asking them.
- Ruth AckroydGood. Anything else? I've got a customer audit to prepare for.
- Daniel OkaforNo, that's everything. Thank you, Ruth. Good luck with the audit. Best wishes, Daniel.
- Ruth AckroydThanks. Bye.
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