Fairhallow Travel / BG-Demo – QBR
Callcompleted
Fairhallow Travel · 19 May 2025 10:45
Simon Ashworth, the COO, pressed on who uses the brain and what it costs, and said they will review at renewal. Usage is six or seven people a day against 40 licences. Becky Lawton plans a wider rollout and a time-saved figure.
What was said
What this says
As at Fri 9 Oct 2026Simon Ashworth, the COO, pressed on who uses the brain and what it costs, and said they will review at renewal. Usage is six or seven people a day against 40 licences. Becky Lawton plans a wider rollout and a time-saved figure.
What happened: On the 19 May 2025 QBR, Marcus Bell showed usage, tickets and connectors to Simon Ashworth, Becky Lawton and Leanne Moss. Simon was brief and focused on who uses it and what it costs.
Customer view: Becky said the team used to stitch bookings and tickets together by hand before every review. Leanne confirmed the data has been fresh and the one priority ticket was a connector permission problem on their side.
Commercial: Simon said they will review at renewal, so a value case is needed. The accounting connector was declined for now, with Simon saying maybe after summer.
Watch: Seven daily users against 40 licences is the point Simon raised. Becky's time-saved figure, logged by Tariq, is the evidence he asked for.
Themes
As at Fri 9 Oct 2026Theme
Value case before renewal
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Becky Lawton to have Tariq log time saved per review and share a figure by the next check-in.
- Marcus Bell to send the pack and usage by person, then book a summer check-in.
- Marcus Bell to raise the accounting connector again at the next check-in.
Risks
As at Fri 9 Oct 2026- Simon Ashworth is questioning usage and cost and has said the subscription will be reviewed at renewal.
- Daily usage of six or seven people against 40 licences invites a value challenge.
Opportunities
As at Fri 9 Oct 2026- Becky Lawton plans to roll the brain out to the rest of account management over the next few weeks.
- The accounting connector may be revisited after summer, with room for 8 connectors on Growth.
Transcript
Marcus BellMorning all. I'm sharing my screen now. Can everyone see the first slide? Great. Thanks for making time, I know it's a busy Monday.
Simon AshworthMorning. How long is this going to take?- Marcus BellAbout forty minutes at most, Simon, and I'll keep it moving. I want to cover usage, what the team's getting out of it, and what you might want to do next.
- Simon AshworthFine. Go on.
Becky LawtonHi everyone. Sorry, I'm in the car park, I'll go inside in a second. Carry on, I'm listening.- Marcus BellNo problem. Right, first slide. You've been live since the start of the year, on the Growth tier, forty licensed users. The contract's thirty-nine thousand six hundred a year, and that's what's been invoiced, so those two match.
- Simon AshworthWho's using it?
- Marcus BellFair question, and it's the next slide. Over the last month, on average, between six and seven people use it each day. That's up by more than half on the previous quarter. Most are account managers, and Leanne for admin.
- Simon AshworthSo about seven out of forty.
- Marcus BellOn average each day, yes. Not everyone logs in every day, so the number of different people over a month is higher. But I take the point, there's room.
- Becky LawtonCan I jump in? That's deliberate. I held back rolling it out until the team had examples to show. We've got those now, so I'm going to push it to the rest of account management over the next few weeks.
- Simon AshworthWhat's it costing us per month?
- Marcus BellIt's an annual subscription, thirty-nine thousand six hundred, invoiced in advance, so you can divide it by twelve. I'll leave the pricing conversation to Tom Ashdown on our side, he's your account owner, but I wanted to be clear on what's being paid.
- Simon AshworthFine. We'll review at renewal.
- Marcus BellOf course. That's at the end of the year, and what I'd like to do is make sure that by then you've got a clear view of what you're getting. That's really what today's for.
Leanne MossCan I add something on the admin side? The data's been good. The morning refresh has been there when people arrive. We had one priority ticket recently, which I raised, and it was dealt with the same day.- Marcus BellThanks Leanne, yes, that matches what I see. One priority ticket and one other in the last month. Both closed, both inside our response times for Growth.
- Simon AshworthWhat did the priority one cost us? In time.
- Leanne MossNot much. It was a connector permission problem on our side. Half a day at most, mostly waiting for IT.
- Simon AshworthOkay.
- Marcus BellNow the part I think matters more. Questions asked. That's the best measure of value, and it's gone up every month. Most of the questions are about client bookings and tickets together, which is what you bought it for.
- Becky LawtonLove that. That's exactly the thing. My team used to stitch it together by hand before every review.
- Simon AshworthHow much time does that save?
- Becky LawtonHonestly, I'd say a couple of hours per review, per account manager. I can ask them to track it properly if you want a number.
- Simon AshworthDo that.
- Becky LawtonWill do. I'll get Tariq to log it, he's the most organised.
- Marcus BellThat would be really helpful. If you can give me a rough figure by the next check-in I'll put it into the value summary. One more thing from me. Three connectors are live, and you've got room for eight. The accounting system is the one Becky mentioned.
- Simon AshworthWhy would we want that?
- Marcus BellSo you could see invoices and payments alongside bookings and tickets, by client. Whether it's worth it is your call. I'm not suggesting you need it today.
- Simon AshworthNot now. Maybe after summer.
- Marcus BellThat's fine. I'll note it and raise it again at the next one.
- Becky LawtonMarcus, can we see it by client, the usage, so I can see which clients' teams are using it most? Sorry, I mean which account managers.
- Marcus BellYes, I'll send the usage by person with the pack. Shall we book half an hour in the summer for a check-in? I'll send some times.
- Becky LawtonYes please.
- Simon AshworthAnything else?
- Marcus BellThat's everything from me. Thanks, Simon, thanks all. I'll send the pack this afternoon.
- Becky LawtonThanks Marcus. Bye all.
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