Dunholm Precision / BG-Demo – Check In
Callcompleted
Dunholm Precision · 23 Mar 2026 13:15
Ruth Ackroyd reports quiet, regular use with no tickets in the last month. She refused a renewal conversation in a check-in. The contract runs to the end of November, with dashboards as a possible next step.
What was said
What this says
As at Fri 9 Oct 2026Ruth Ackroyd reports quiet, regular use with no tickets in the last month. She refused a renewal conversation in a check-in. The contract runs to the end of November, with dashboards as a possible next step.
What happened: Daniel Okafor reviewed usage with Ruth: around twelve people active on an average day, up on the previous quarter, against sixty licensed users. Use is mostly order management and quality, with a few sales engineers.
Customer view: Ruth wants evidence rather than assurances and sees quiet as the right sign from a supplier. She says engineers recording fewer calls is a habit issue she will address.
Commercial: Daniel flagged that the contract runs to the end of November and Tom will follow up nearer the time. Ruth said she does not want a renewal conversation in a check-in.
Watch: Ruth may want an on-time delivery by customer dashboard. There is no sign of dissatisfaction, but the evidence does not show renewal terms being discussed.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to email Ruth the usage breakdown by team today.
- Ruth to speak to the engineers about recording calls.
- Ruth to tell Daniel what an on-time delivery view would need.
Risks
As at Fri 9 Oct 2026- Ruth will not discuss renewal in check-ins, so the renewal conversation needs its own well-timed slot before the end of November.
- Sales engineers record fewer calls than Ruth wants, which limits value from the call data.
Opportunities
As at Fri 9 Oct 2026- An on-time delivery by customer dashboard could add use of a feature in the tier.
Transcript
Daniel OkaforHello Ruth, thank you for making the time. Can you hear me alright?
Ruth AckroydI can. Hang on, I've got an echo. Is that better?- Daniel OkaforMuch better, thank you. Good afternoon. How's the week been for you?
- Ruth AckroydBusy. Audit preparation, which is never quiet. So what's changed since last time?
- Daniel OkaforNot a great deal, which I think is good news. I'll share my screen, if that's alright. Can you see the usage page?
- Ruth AckroydI can see it. Go on.
- Daniel OkaforSo over the last month you've had around twelve people active on an average day, and that's up on the previous quarter. You've got sixty licensed users, so there's plenty of room, but what I like is that the people using it are using it regularly. That matters more to me than the headline number.
- Ruth AckroydWhich people? Which teams?
- Daniel OkaforMostly your order management team and the quality group, then a handful of the sales engineers. I can send you the breakdown by team if that helps. I didn't want to read names out without checking with you first.
- Ruth AckroydSend me the evidence. I'd rather see it than guess. Right first time is the only way I run things.
- Daniel OkaforOf course. Just to close the loop, I'll put it in an email straight after this call. Is there anything else on usage you'd want to see?
- Ruth AckroydQuality tickets. Are they being asked about, or is it just orders? That's what we bought it for, the two together.
- Daniel OkaforBoth, from what I can see. The questions that come up most are about order status and the quality history for a particular customer. The sales-engineer calls are the smaller part, but they are being searched.
- Ruth AckroydSmaller than I'd like. The engineers don't always record.
- Daniel OkaforThat's fair. Is that a habit thing or a set-up thing, would you say?
- Ruth AckroydHabit. I'll have a word.
- Daniel OkaforThank you. And if it turns out to be something on our side, the recorder not being picked up for example, tell me and I'll look into it properly. How is the team finding it, generally?
- Ruth AckroydFine. They don't ring me to complain, so I take that as fine. If something's broken I'll tell you. You'd hear it from me first.
- Daniel OkaforI'd expect nothing less. On that, there haven't been any tickets from your side in the last month, nothing waiting on us.
- Ruth AckroydGood. Quiet is what I want from a supplier.
- Daniel OkaforMm, quite. One more thing, just so it's not a surprise. Your contract runs to the end of November, so I'll come back to you well before then, and Tom will be in touch on the commercial side nearer the time. There's nothing to decide today.
- Ruth AckroydGood. I don't want a renewal conversation in a check-in. Waste of a meeting.
- Daniel OkaforUnderstood, and agreed. Is there anything you'd like to try before then? Some people at this stage start asking about dashboards, for on-time delivery for example.
- Ruth AckroydMaybe. On-time delivery by customer. Let me think about what I'd want on it and I'll come back to you.
- Daniel OkaforLovely. I'll keep that in my notes. So, to recap, I'll send you the usage breakdown by team today, you'll have a word with the engineers about recording their calls, and you'll let me know what an on-time delivery view would need.
- Ruth AckroydThat's it. Anything else?
- Daniel OkaforNo, I think that's us. Thank you again, Ruth, I appreciate it. I'll be in touch by the end of the week.
- Ruth AckroydRight. Speak soon.
- Daniel OkaforBest wishes, bye for now.