Fairhallow Travel / BG-Demo – QBR
Callcompleted
Fairhallow Travel · 12 Nov 2025 15:30
Simon Ashworth, the COO, said the brain was better than he expected and that he will review at renewal. Usage is up, refresh is on time, and Leanne Moss will send him a time-saving view.
What was said
What this says
As at Fri 9 Oct 2026Simon Ashworth, the COO, said the brain was better than he expected and that he will review at renewal. Usage is up, refresh is on time, and Leanne Moss will send him a time-saving view.
What happened: on 2025-11-12 Marcus Bell took Simon and Leanne through usage and dashboards. Active users and questions are up, use is spread across more people, and nothing is broken.
Customer view: Leanne said five or six people would be lost without it, and her team's estimate is a review prep time cut from an afternoon to under an hour. Simon asked for that in writing.
Commercial: Marcus gave £40k a year on Growth with forty users and left pricing to Tom. Simon will speak to Tom and review at renewal.
Watch: Leanne is still the heaviest user and the admin. Her request to bring in client feedback may need a new connector.
Themes
As at Fri 9 Oct 2026Theme
QBR, value proven, renewal
Importance
renewal
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- Leanne Moss sends Simon Ashworth the written time-saving view and a monthly summary of bookings with tickets.
- Marcus Bell sends a follow-up with usage and the dashboard list today.
- Marcus Bell tells Tom that Simon wants to talk about the renewal.
Risks
As at Fri 9 Oct 2026- Simon said the renewal will still be reviewed, so the outcome is not settled.
- Leanne remains the heaviest user and the admin, so key-person exposure persists.
- The time-saving figure is an estimate from her team, not a measured number.
Opportunities
As at Fri 9 Oct 2026- Leanne wants more client feedback brought in, which could mean an additional connector.
- Wider adoption among account managers without Leanne's help supports a stronger renewal case.
Transcript
Marcus BellHello both. Can you hear me? Leanne, I can see you've joined, Simon I think you're just coming in.
Leanne MossHi Marcus, yes, I can hear you. Nice to see you again. Wet and miserable out there, isn't it?- Marcus BellDreadful. Manchester's been grey for about a week. Simon, hello.
Simon AshworthAfternoon. How long will this take?- Marcus BellAbout an hour in the diary, but I'll try to be a bit under. I want to cover what's been used, what Leanne has built, and what you'd want out of the next year. I'll share my screen.
- Marcus BellRight, so first, usage. Active users are up well over a quarter on the previous quarter, which is the best movement you've had. Questions asked are up with it, and records indexed have kept moving every night, so the data is current.
- Simon AshworthWhy's it up?
- Leanne MossThat's partly us. After the last session with Marcus we got the account managers to open the client view before every review. It's become part of the prep now, rather than something people tried once and forgot.
- Simon AshworthWho's asking the most questions?
- Marcus BellGood one. It's a bit more spread than it was. A few months ago it was one or two people doing most of it. Now there's a proper group, and Leanne is still the heaviest user, which makes sense because she's the admin and she's building the dashboards.
- Leanne MossI'd say I'm still the main one, yes. But there are about five or six people who'd be lost if it went away. The account managers in particular.
- Simon AshworthLost how?
- Leanne MossThey'd go back to pulling bookings, tickets and review notes from three places by hand. It used to take most of an afternoon to prepare a review. Now it's much quicker, a short job before the meeting.
- Simon AshworthCan you put a number on it?
- Leanne MossNot a precise one, no. I asked a few of them, and what they said was it's gone from an afternoon to under an hour. I can write that down properly if it's useful.
- Marcus BellThat would be really helpful, Leanne. It's a good value measure, even if it's an estimate. I'd rather use what your team says than invent a number.
- Simon AshworthDo it. Send it to me.
- Leanne MossWill do, I'll get it to you this week.
- Marcus BellOkay, so next, dashboards. Leanne, do you want to talk through what you've built, or shall I show them and you correct me?
- Leanne MossYou show, I'll correct. I'm a bit shy about it.
- Marcus BellSo this is the client overview. Bookings on the left, tickets in the middle, review notes on the right. This second one is the service tickets by client, and the third is the one the account managers asked for, which is the review history by account. That's a lot of building from the customer's side, and it shows you've invested in it.
- Simon AshworthIs there anything I can open that shows me the lot? Not by client. By month.
- Leanne MossNot yet. I can build a summary for you, bookings by month with tickets alongside. It wouldn't take long.
- Simon AshworthDo that as well.
- Marcus BellI'll help if you need it. Growth includes the dashboards builder so there's nothing extra to pay.
- Simon AshworthGood. Anything broken?
- Marcus BellNo. All the connectors are loading, nothing's stalled, and there are no tickets open and none raised in the last month. The nightly refresh has been completing on time, so you've had fresh data each morning.
- Leanne MossWhich matches what I see. I check the refresh most mornings, I always have done, and it's been fine.
- Marcus BellGood. Now the part I wanted to leave time for, which is the next year. Your term finishes at the end of December, so this is a natural moment to ask what you'd want from it. Is there something the brain doesn't do that you'd like it to?
- Leanne MossI'd like to get more of the account managers using it without me showing them. And I'd like to bring in more of the client feedback, if that's possible, not just the tickets.
- Marcus BellBoth doable in principle. The second would depend on where the feedback lives and whether we can connect to it, so I'd want to look at that properly with you rather than say yes now.
- Simon AshworthWhat does it cost?
- Marcus BellI'd leave that to Tom, Simon. He owns the commercial side. What I can tell you is that you're contracted at £39,600 a year on Growth, forty users, and the current usage sits comfortably inside that.
- Simon AshworthRight. I'll speak to Tom. We'll review at renewal, but this is better than I expected.
- Marcus BellThat's good to hear. Honestly, a lot of that is Leanne.
- Leanne MossThanks, but it's the team really. Once they got the habit, it stuck.
- Marcus BellOkay. So what I'll do is send a short follow-up with the usage, the dashboard list, and a note that Leanne's going to send Simon the time-saving view and the monthly summary. And I'll let Tom know you'd like to talk about the renewal.
- Simon AshworthFine. Next steps are clear. Anything else?
- Leanne MossJust one thing from me, Marcus. When the renewal comes round, can the dashboards we've built carry over without anything being redone?
- Marcus BellYes, they stay as they are. Nothing gets rebuilt just because the term rolls over. Good question though.
- Simon AshworthRight, I've got to go. Thanks, both. Simon.
- Marcus BellThanks, Simon. Thanks, Leanne. I'll send that follow-up today. Bye for now.
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