Delancey Haig / BG-Demo – QBR
Callcompleted
Delancey Haig · 4 Jun 2025 12:30
Rupert Lasker, the CFO, asked what Delancey Haig actually uses and whether it could be built in-house. He would not commit and wants a one-page value case. Daily use is about a dozen of forty seats; the term ends 2 Jul 2025.
What was said
What this says
As at Fri 9 Oct 2026Rupert Lasker, the CFO, asked what Delancey Haig actually uses and whether it could be built in-house. He would not commit and wants a one-page value case. Daily use is about a dozen of forty seats; the term ends 2 Jul 2025.
What happened: Daniel Okafor ran the QBR with Saskia Mendes and Holly Tranter, and Rupert Lasker joined late and asked how long it would take. Usage, health and the renewal date were covered.
Customer view: Rupert asked what the company is using, whether it could do this itself, and whether unused seats are paid for. Holly said an in-house build would not join vacancies, placements, invoices and complaints.
Commercial: Growth at £42k a year matches the order form and the invoices. The term runs to 2 Jul 2025 and renewal is 3 Jul 2025; Rupert wants usage, who asks, what it replaces and a plain seat view on one page.
Watch: Questions are concentrated in Saskia and a handful of directors. No tickets were raised, invoices are paid, and Priya Raman will pick up the renewal paperwork after the summary.
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- Daniel Okafor sends a one-page value summary by the end of the following week.
- Holly Tranter sends the user list and Saskia Mendes sends review examples and a pack-time estimate.
- Priya Raman picks up the renewal paperwork after the summary.
Risks
As at Fri 9 Oct 2026- The CFO wants the subscription to pay for itself within a year and prefers fewer suppliers.
- Daily active use is about a dozen against forty Growth seats, and a few people ask most questions.
- He may build in-house or trim seats if the value case is not measured.
Opportunities
As at Fri 9 Oct 2026- Saskia's contractor double-billing story is a concrete example of value for the one-page summary.
- A director session and a seat review could widen use and fit the contract to how the firm works.
Transcript
Daniel OkaforHello, hello. Can you hear me all right? I've got Saskia and Holly on screen. Is Rupert with us yet?
Saskia MendesHi Daniel, yes, I can hear you fine. Rupert's just finishing something, he said he'd join in a minute or two. Holly's here.
Holly TranterAfternoon. Yes, I'm here. Camera's being a bit slow, give me a second.- Daniel OkaforNo rush at all. Thank you both for making the time, I know lunchtime is never easy in a recruitment business. How's the week been?
- Saskia MendesOh, you'll like this. One of our account directors walked into a client review on Monday and the client opened by saying we'd double billed a contractor. And she'd already pulled it up that morning. Invoice, timesheet, the whole thread. So she just turned the laptop round and said, here, this is what happened. Client went quiet.
- Daniel OkaforThat's lovely to hear. That's exactly what we hoped it would do for you. Was it actually a double bill, in the end?
- Saskia MendesNo, it was a correction and a re-issue, it just looked like two. But the point is she knew. The directors need this, Daniel, that's the whole thing.
- Daniel OkaforMm. Right. Good. Ah, Rupert, hello, I think you've just joined.
Rupert LaskerHello. Sorry, yes. Quick one before we start: how long is this going to take?- Daniel OkaforWell, we've got the hour booked, but I'd expect to be done well before that. I'll go through how the team have been using it, then what's changed since the last review, and then we can talk about the renewal, which I know is what's on your mind.
- Rupert LaskerFine. Go on.
- Daniel OkaforSo I'll share my screen. You should see the usage page now. Tell me if it's too small.
- Holly TranterIt's fine on mine. Maybe a bit small at the bottom, but the headline bits are clear.
- Daniel OkaforGood. So, you're on Growth, you've got forty licensed users, and over the last month the number of people actually logging in on a typical day has averaged somewhere around eleven or twelve. That's a little lower than the previous quarter. Not dramatically, just under a tenth.
- Rupert LaskerSo out of forty, about a dozen use it.
- Daniel OkaforOn an average day, yes. Over a month more people than that touch it, of course, because directors come in around reviews. But I won't dress it up, Rupert. A daily average of a dozen against forty seats is lower than I'd like it to be.
- Rupert LaskerWhich is my question, really. What are we actually using?
- Saskia MendesCan I come in on that? Because I think the daily average is slightly the wrong measure for us. The directors don't live in it. They use it before a client review, before a complaint call, before an invoice conversation. It's spiky.
- Daniel OkaforThat's fair, and the questions asked bear it out. If you look at this graph, it's quite peaky, you can see the week before quarter end reviews it climbs. Let me just scroll. There.
- Holly TranterThose peaks line up with the director review calendar, I'd say. I noticed it when I was checking the admin console last week.
- Rupert LaskerMm. And the questions, who's asking them? Is it Saskia?
- Saskia MendesSome of it's me, I won't pretend otherwise.
- Daniel OkaforIt's a spread, but I'd be honest and say Saskia and a handful of directors account for a good share. Which is fine, but it's the thing I'd keep an eye on. If a couple of people ask most of the questions, you want to widen that circle so the value doesn't sit with just a few.
- Saskia MendesWhich is what I'm trying to do. I've been saying to the directors, can we make it simpler? Just ask it the question you'd ask me. Don't think about filters.
- Daniel OkaforYes, and that works. People who ask it in plain words tend to stick with it.
- Rupert LaskerHm. Can we do this ourselves, though? Honestly. We've got Holly, we've got the data in our own systems already.
- Holly TranterI'd say we could build something, in principle. But not the thing that joins the vacancies, the placements, the invoices and the complaints in one place. That's what took the time at the start. I'd not want to own that on top of everything else.
- Rupert LaskerRight. That's an answer, I suppose.
- Daniel OkaforAnd it runs inside your own Snowflake account, so the data doesn't go anywhere. But I do hear the question, and I'd rather you ask it than not. Shall I carry on through the rest, and then come back to cost properly?
- Rupert LaskerPlease.
- Daniel OkaforSo, on the health side, because I think this part is quietly good news. No tickets raised in the last month. Nothing high priority, nothing waiting. Invoices are all paid up, nothing overdue on our side either.
- Rupert LaskerI always pay on the terms. No earlier, no later.
- Daniel OkaforHa, and we're grateful for it. Yes. Holly, from your side, is no tickets because things are quiet, or because people have stopped bothering to report?
- Holly TranterHonestly, I think quiet. The nightly refresh has been there when people come in. I've had one or two people mention in passing that a field looked odd, but it turned out to be how the source system was set up, not the brain.
- Daniel OkaforOkay, that's useful. If anyone does notice something like that, do send it over even if it's small. I'd rather look at ten non-problems than miss one real one.
- Holly TranterWill do.
- Saskia MendesWhile you've got that up, can you show Rupert the complaints view? That's the one I keep going on about.
- Daniel OkaforOf course. Give me a moment, I'll open a client page. Right, so this is one client, and you can see vacancies and placements at the top, then invoices, and here underneath, the complaints and what's been said by whom.
- Rupert LaskerHm.
- Saskia MendesRupert, that's the Monday one I mentioned. The review where the director already had the answer.
- Rupert LaskerI see it. What did the client actually say, in that meeting? Was it written down?
- Saskia MendesThat's what I asked her too. She'd got the call notes in there, so yes. It's all one thread.
- Daniel OkaforAnd that's the kind of value I'd want us to put in front of you at renewal, specific moments rather than percentages. Saskia, would you be happy to write a few lines on that one? Doesn't have to be polished.
- Saskia MendesYes, absolutely. I'll do it this week. I'll ask the director if she minds me using the story.
- Daniel OkaforThank you. Just to close the loop on usage, then. I'd like to suggest two things. One, a short session for the directors who've logged in least, and Holly and I can pick that group together. Two, Holly, I'd love to look at whether the user list is still right. People move teams, contractors leave.
- Holly TranterYes, I can pull that. I suspect a few seats belong to people who've changed roles. I'd have to check properly before I say who.
- Rupert LaskerIf seats are unused, do we pay for them anyway?
- Daniel OkaforYou're licensed for forty on Growth, so the fee doesn't move with how many are active day to day. But that's a fair thing to look at together before the renewal, whether forty is the right number for you or not. I'd rather we fitted the contract to how you really work.
- Rupert LaskerGood. Then, remind me of the annual cost.
- Daniel OkaforIt's £41,800 a year. That's what's on the order form and it's what you've been invoiced, the two match exactly.
- Rupert LaskerAnd the contract ends when?
- Daniel OkaforThe current term runs to 2 Jul 2025, and the renewal date is 3 Jul 2025. So there's time, but not a huge amount of it, which is why I wanted us to talk now.
- Rupert LaskerRight. I'm not going to commit to anything today. You know that.
- Daniel OkaforOf course, I wouldn't expect you to. What would help you decide? Tell me what you'd want in front of you.
- Rupert LaskerSomething short. What we use, who uses it, and what it replaces. If it doesn't pay for itself within a year I need to know why we're keeping it. And I'd like fewer suppliers, not more.
- Saskia MendesIt does replace a lot of manual stitching, Rupert. The directors used to ask my team to put packs together before every review. That was hours.
- Rupert LaskerHours that nobody wrote down. I'd need that measured, Saskia, not remembered.
- Saskia MendesFair. I can ask my team to estimate it for a typical review. Roughly, honestly, but it'll be something.
- Daniel OkaforThat would be a good piece for the one page. Rupert, if I write that summary, usage over the year, who's asking the questions, the review examples Saskia gives me, and a plain view of the seat count, would that do it?
- Rupert LaskerYes. One page. Two at most.
- Daniel OkaforOne page. I'll aim for that. I'll come back to you by the end of next week with a draft, and Holly, I'll need your seat list before then, so shall we say the start of next week for that?
- Holly TranterThat works. I'll send it Monday, probably the morning.
- Daniel OkaforPerfect. And one more thing, which is the account side. Priya Raman owns the commercial conversation on your account, so she'll be in touch about the renewal paperwork once you've had a chance to look at the summary. I'll make sure she has everything from today.
- Rupert LaskerFine. Is there anything I should be worried about that you haven't said?
- Daniel OkaforHonestly, no. The brain's healthy, you've no open issues, the team's paying on time. The thing to watch is adoption, the spread of people asking questions, and that's something we can improve. That's the whole picture as I see it.
- Saskia MendesI'd say the same. My worry is only that we've got a few directors who haven't made it a habit. That's on me as much as anyone.
- Daniel OkaforIt's on all of us, and it's a very normal pattern at this stage. Let's fix it together. How is the team finding it, Holly, from the admin side? Anything annoying you?
- Holly TranterNot really. The only thing I'd say is the permissions screen takes me a while to explain to new starters. If there's a short guide for that, I'd use it.
- Daniel OkaforI'll find you the walkthrough we use with other admins and send it across, along with the session suggestion for the directors.
- Holly TranterGreat, thanks.
- Rupert LaskerAnything else? I've got another call.
- Daniel OkaforNo, that's everything on my list. Just to recap: Saskia sends a few lines on the Monday review and an estimate of the pack time, Holly sends the user list on Monday, and I send the one page by the end of next week. Priya will pick up the renewal paperwork after that.
- Rupert LaskerGood. Thank you, Daniel.
- Saskia MendesThanks all. Speak soon. Best, Saskia.
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