Grisedale Search & Selection / BG-Demo – Check In
Callcompleted
Grisedale Search & Selection · 25 Nov 2024 10:15
Use has spread beyond Lauren Pilkington to several consultants, and tickets are routine. Marcus Bell flagged the renewal for the contract ending 30 Apr 2025. Lauren expects Stuart to ask what it costs.
What was said
What this says
As at Fri 9 Oct 2026Use has spread beyond Lauren Pilkington to several consultants, and tickets are routine. Marcus Bell flagged the renewal for the contract ending 30 Apr 2025. Lauren expects Stuart to ask what it costs.
What happened: Marcus Bell's check-in on 25 Nov 2024 covered usage, two tickets and the renewal. Activity that was nearly all Lauren's is now spread across a few names, which reduces key-person risk.
Customer view: Lauren is positive and wants the account page for consultants. She admits some colleagues resist new habits and agreed to sit with two sceptics.
Commercial: Marcus said the contract runs to 30 Apr 2025 and Priya will handle paperwork and price. Lauren warned that Stuart always asks what it costs, so a one-page value summary was promised.
Watch: Seats were not a concern with 15 licensed. The call does not show the renewal outcome.
Themes
As at Fri 9 Oct 2026Theme
Renewal heads-up, wider adoption
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to send the one-page usage summary in a couple of weeks.
- Lauren Pilkington to sit with two sceptical consultants that week.
- Book a half-hour check-in nearer the spring.
Risks
As at Fri 9 Oct 2026- Stuart, who always asks what it costs, has not yet seen a value case ahead of the renewal.
- Some consultants resist changing habits, so wider use is not yet secure.
Opportunities
As at Fri 9 Oct 2026- A one-page usage summary built from Grisedale's own clients can support the renewal conversation.
- Hiring more juniors could lead to a seats conversation later.
Transcript
Marcus BellHello Lauren, can you hear me alright?
Lauren PilkingtonYep, loud and clear. Can you hear me? I've got the kettle going behind me, sorry.- Marcus BellYou're fine. Morning. Is it as grim over your side as it is here?
- Lauren PilkingtonRain sideways, typical. Right, quick one before you start. One of the consultants asked me yesterday if she can see a client's open roles and their last complaint on the same page without clicking round everywhere. Can the consultants see that?
- Marcus BellYes, that's exactly what the account page is for. Happy to show you, in fact it's one of the things I wanted to cover. Let me share my screen. Can you see it?
- Lauren PilkingtonYeah, I've got the brain home page. Bit small but I can read it.
- Marcus BellI'll zoom in. So what I want to cover today is three things. How usage looks since the last time we spoke, the two tickets you've raised, and a quick heads up on the renewal in the spring so nothing surprises you. Does that work?
- Lauren PilkingtonThat works. Go on.
- Marcus BellOkay. I've pulled the numbers. The headline is more of your people are logging in than they were last quarter. It's a healthy jump, around a quarter more. You've got fifteen licensed users, and you're using a good chunk of them now, which is what we like to see.
- Lauren PilkingtonOh good. I thought it felt busier. A couple of the newer consultants started asking it things after I did that lunch session. Before that it was basically me and, well, mostly me.
- Marcus BellYeah, it shows. Before, the activity was nearly all yours. Now it's spread across a few names. That's a much safer place to be, because it doesn't hang on one person.
- Lauren PilkingtonHa, that's a nice way of saying don't go on holiday.
- Marcus BellGo on holiday, absolutely. I'm just saying it'd cope. Right, so here's the account page I mentioned. If I pick one of your clients, you get the open roles down this side, then the recent emails and calls in the middle, and any complaints or tickets they've raised on the right.
- Lauren PilkingtonOh that's it. That's what she was after. So before she rings the client she sees the whole picture?
- Marcus BellThat's the idea. And she can just type a question in the chat as well, like what's the last thing this client complained about. It'll pull it from the emails and the notes.
- Lauren PilkingtonThat'd save us hours. Honestly. We lose so much in inboxes. Someone's off sick, a client's cross, and nobody knows because it's sat in one person's folder.
- Marcus BellRight, and that's what we built the connectors for. Your email and your CRM are both feeding in, so it's already there. It's more a case of getting people used to looking.
- Lauren PilkingtonMm. That's the bit I'm working on. Some of them, if it's not how they've always done it, they just won't. Stuart's the same, he wants a one line answer.
- Marcus BellWell, a one line answer is quite a good use of it, to be fair. Can I suggest something? Pick two consultants who are a bit sceptical and sit with them for ten minutes on their own clients. Nothing generic. Their own roles, their own complaints.
- Lauren PilkingtonThat's a good shout. Yeah. I'll do that this week actually. I'll grab the two who moan the most, they'll love it once they see it.
- Marcus BellPerfect. Okay, tickets. You've raised two in the last month. Neither was urgent, and both were picked up and closed pretty quickly. Did they feel okay from your side?
- Lauren PilkingtonYeah, no complaints. One was a daft question from me, honestly, I should've looked it up. The other was sorted by the next morning. Nothing to shout about.
- Marcus BellNot daft. That's what the helpdesk is for. And it's a good sign, to be honest. A couple of how-to questions from a growing group of users is normal. It'd be more worrying if you were quiet.
- Lauren PilkingtonRight. Good to know. I always feel like I'm bothering someone.
- Marcus BellYou're not. Please keep doing it. Now, the renewal. Your contract runs to 30 Apr 2025, so there's a while yet, but I wanted you to hear it from me first. Priya will be in touch nearer the time about the paperwork, and I'll bring a usage summary so Stuart can see what he's getting.
- Lauren PilkingtonOkay. He'll ask what's in it for the consultants. And what it costs. He always asks what it costs.
- Marcus BellI'll leave the price conversation to Priya, that's her side, but I can give you something to put in front of him on the what's in it for the consultants part. Would a single page help? Who's using it, what they're asking, and a couple of examples from your own clients.
- Lauren PilkingtonYes. One page. Don't send him an essay, he won't read it.
- Marcus BellUnderstood. One page, short. I'll get that over to you in a couple of weeks, once I've got a bit more of the month in the numbers.
- Lauren PilkingtonBrilliant. Oh, one more quick one. If we took on a few more people, say we hired a couple of juniors, are we okay on seats?
- Marcus BellYou're fine for now. You've got fifteen and you're nowhere near using all of them day to day. If it ever gets tight, that's a conversation for Priya, but I wouldn't worry yet.
- Lauren PilkingtonGreat. That's all from me then. Thanks Marcus, that was useful.
- Marcus BellCheers Lauren. So to recap, you're going to sit with two consultants this week, and I'll send the one pager in a couple of weeks. Shall we book half an hour again nearer the spring?
- Lauren PilkingtonYes please. Ta, Marcus. Speak soon.
- Marcus BellThanks, Lauren. Speak soon.
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