Wattlebrook Insurance Services / BG-Demo – Check In
Callcompleted
Wattlebrook Insurance Services · 27 Aug 2026 10:30
Check-in on 27 Aug 2026: Jess Mitchell said adoption is quieter after a June restructure, and Marcus Bell put usage down about eleven percent. No technical issues; a training refresher is to be booked.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 27 Aug 2026: Jess Mitchell said adoption is quieter after a June restructure, and Marcus Bell put usage down about eleven percent. No technical issues; a training refresher is to be booked.
What happened: Marcus Bell walked Jess Mitchell through last quarter's numbers. Usage was down about eleven percent, with two to three active users most days, and no error tickets.
Customer view: Jess puts the dip down to a June restructure and a heavy user moving team. She says the product works well and the issue is rebuilding the habit.
Commercial: Wattlebrook is on Starter with fifteen users licensed, and Jess says that is enough for now. Growth in users depends on adoption picking up.
Watch: the call shows no complaint, but quiet usage on a small base is a renewal risk if the heavy user does not return. The evidence does not show a renewal date.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to book the half-hour training refresher and send Jess Mitchell the link.
- Marcus Bell to check usage again after the refresher and whether the heavy user is back.
Risks
As at Fri 9 Oct 2026- Usage is down about eleven percent on the quarter before, following a June restructure.
- A heavy user was moved to another team and has not yet returned to the brain.
- Only two to three active users most days on a fifteen-user Starter subscription.
Opportunities
As at Fri 9 Oct 2026- A half-hour training refresher could rebuild the habit and bring the heavy user back.
- Jess says more users may be added later if adoption picks up.
Transcript
Marcus BellHi Jess, thanks for joining. Just a quick check-in on how things are going with the brain. I've pulled the numbers from the last quarter, so I wanted to walk through them with you and see if there's anything we can do.
Jess MitchellGreat, yes. We've been using it, though to be honest adoption's been a bit quieter than I hoped when we went live.- Marcus BellYeah, I had a look at the dashboard. So on average you're seeing about two to three active users most days. The good news is there's no technical debt, data's refreshing fine, zero error tickets. But I did notice usage is down about eleven percent compared to the quarter before. Do you know what's behind that?
- Jess MitchellUm, we had a restructure in June, and I think that just took people's attention away. And one of our heavier users, she got moved to a different team, so we lost her for a bit.
- Marcus BellRight. Is she using it again now, or still settling in?
- Jess MitchellShe's keen to. Once she's up to speed in the new role, she'll be back on it.
- Marcus BellThat's good. The good news is everything's working. No blockers on your side. If you want to get adoption back up, it might just be a matter of getting people re-familiar with it. We could run a quick training refresher: half an hour, just walk through the main features again, answer questions. Would that help?
- Jess MitchellActually, yeah, that might be useful.
- Marcus BellBrilliant. I'll get that in the diary. Now, you're on Starter with fifteen users licensed. Are you happy with the headcount, or could you see yourselves growing?
- Jess MitchellFor now, fifteen's enough. We might add more later if adoption picks up, but right now it's what we need.
- Marcus BellFair enough. And is there anything that's not working the way you'd expect, or anything you wish it could do?
- Jess MitchellNo, it works well. It's just about building the habit back in, isn't it? People stop using it, they forget about it.
- Marcus BellYeah, that's fair. Refresher session will help with that. Let me get that booked and send you the link, sound okay?
- Jess MitchellYep, thanks, Marcus.
- Marcus BellThanks, Jess. Speak soon.