Clonvara Insurance Services / BG-Demo – Check In
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Clonvara Insurance Services · 1 Sep 2026 13:30
On the 1 Sep 2026 check-in, the COO asked why he should renew something he does not see used. Active users are between six and seven of 40 licensed, with no tickets, and he will not renew on hope.
What was said
What this says
As at Fri 9 Oct 2026On the 1 Sep 2026 check-in, the COO asked why he should renew something he does not see used. Active users are between six and seven of 40 licensed, with no tickets, and he will not renew on hope.
What happened: Amara Obi held the check-in with Brendan Moran alone. She opened with the usage numbers rather than waiting to be asked.
Customer view: Brendan thinks the brain stayed with a small group instead of becoming a daily tool for several departments. He cannot say whether the other licensed people lack access or have access and do not use it.
Commercial: Amara confirmed the current term at £47k a year, matching the order form and invoices, with nothing overdue. Brendan said he will not renew on hope and wants to discuss the contract honestly.
Watch: The drop came with no tickets, so there is no complaint to act on. This is a value question that needs names and questions asked before 1 Nov 2026.
Themes
As at Fri 9 Oct 2026Theme
Low usage before renewal
Importance
renewal
Sentiment
negative
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Amara Obi to send user and question history by name and team to Brendan Moran by the end of the week.
- Amara Obi to set up a short working session with the customer's team once the list has been reviewed.
- Amara Obi to book the next catch-up before the end of the month and give the commercial owner the usage figures before any renewal price is sent.
Risks
As at Fri 9 Oct 2026- Between six and seven active users against 40 licensed, down by more than a third on the previous quarter, undermines the case for renewing on 1 Nov 2026.
- The usage drop came with no tickets, so the cause is unknown and the silence could precede non-renewal.
- Brendan Moran will not agree anything outside the contract and may seek lower seat numbers or a different price at renewal.
Opportunities
As at Fri 9 Oct 2026- Operations, compliance and broker-facing staff were named as likely users, so a session for those teams could rebuild adoption.
- A named user and questions-asked report gives a factual basis for deciding what the customer needs.
Transcript
Amara ObiHi Brendan, can you hear me? Afternoon.
Brendan MoranGood afternoon, Amara. Yes, I can. It's only the two of us, I think.- Amara ObiIt is. Siobhán wasn't able to make this one, so it's just us. I hope that's all right.
- Brendan MoranThat's fine. I'd rather have the conversation than rearrange it.
- Amara ObiGood. So, since it's a check-in, I'll say upfront what I'd like to cover: usage, how the brain is serving you, and what you'd like it to do between now and the renewal on 1 Nov 2026. And first, what would good look like for you from here?
- Brendan MoranHonestly, Amara, I'd like to understand why I'm being asked to renew something I don't see anyone using. That is the real question in my mind.
- Amara ObiRight. Then let me start there, because I'd rather say it than have you find it. Here's what the numbers say. The average number of active users over the last thirty days is between six and seven. That's down by more than a third on the previous quarter.
- Brendan MoranBetween six and seven, out of forty licensed.
- Amara ObiYes. Forty licensed users. I'm not going to soften it.
- Brendan MoranI appreciate that. Do you know why? Was there a problem? I'd have expected to hear about a problem.
- Amara ObiThat's the odd part. There were no tickets at all in the last thirty days, none high priority, so nothing that tells me something broke. A drop with no tickets could mean people simply drifted away, and that's harder to see than a complaint.
- Brendan MoranQuiet rather than angry.
- Amara ObiQuiet, yes. I'd rather not guess at the reason from here. I can see who stopped, but not why they stopped. That's something I need to ask your teams.
- Brendan MoranI can offer a view, though it's only a view. When this was bought, the expectation was that the brain would be a daily tool for several departments. I'm not certain it became that. If I'm candid, I think it stayed with a small group.
- Amara ObiThat matches the pattern. Can I ask who, besides Siobhán's team, you'd expect to be in there on a normal week?
- Brendan MoranOperations, certainly. Some of the compliance team. Perhaps the people dealing with the brokers directly. I'd have to check with Siobhán on the exact list.
- Amara ObiOkay. Who else should have access that doesn't today? Or do they have access and aren't using it?
- Brendan MoranBoth, I suspect. That's what worries me. I can't tell you which.
- Amara ObiThen that's a concrete first step. I'll pull the list of licensed users against who's logged in over the last few months, and send it to you and Siobhán. You'd see by name and team who's active and who's never been in.
- Brendan MoranThat would be useful. Names, not only totals.
- Amara ObiNames and teams. And I'd like to include questions asked, because that's the best single measure of whether it's earning its place. If a handful of people ask most of them, we'll see that too.
- Brendan MoranPlease. And let me say something plainly, Amara. I will not be renewing on the basis of hope. If the picture is as thin as it sounds, I'll want to talk about the contract honestly, and I won't be agreeing anything outside what the contract says.
- Amara ObiThat's completely fair, and I'd want you to. I'm not here to talk you into forty seats you don't need. What I can do is show you what's been used and what's possible, and then Lewis can talk about what makes sense on the commercial side.
- Brendan MoranLewis has been helpful. I think he understood the concern when we last spoke.
- Amara ObiGood, I'm glad. He'll be involved again, and I'll make sure he has the usage figures before he sends anything.
- Brendan MoranCan I ask about the money? Annually, we are paying forty-six thousand eight hundred, as I understand it.
- Amara ObiYes, £46,800 a year. That matches the order form and what's been invoiced, and nothing's overdue. I'd leave the renewal price itself to Lewis, since he owns the commercial terms, but you've got the right number for the current term.
- Brendan MoranThank you. I just wanted to be sure we were both reading from the same version.
- Amara ObiWe are. Now, what would help you most before the renewal date? A session for the teams that aren't using it? Something shorter for you?
- Brendan MoranA session for the teams, I think, if Siobhán agrees. But I want the list first. Let's do this properly, find out who is in and who is not, then decide.
- Amara ObiAgreed. Here's what I'll do. User and question history, by name and team, with you and Siobhán by the end of the week. Then I'll set up a short working session with her, and we'll see what's realistic.
- Brendan MoranAnd I'll speak to Siobhán on my side, so she knows what to expect.
- Amara ObiPerfect. Let's get the next catch-up in the diary before the end of the month, so we're not leaving it to the last minute.
- Brendan MoranYes, that would be sensible. Thank you, Amara. I appreciated you being direct.
- Amara ObiThanks, Brendan. Speak soon. Best, Amara.
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