Grisedale Search & Selection / BG-Demo – Check In
Callcompleted
Grisedale Search & Selection · 22 Jul 2025 11:45
Routine Starter check-in with Lauren Pilkington. Usage slightly up and no tickets, but she thinks about half of the fifteen seats went unused after one try. She asked for a roles-and-complaints view.
What was said
What this says
As at Fri 9 Oct 2026Routine Starter check-in with Lauren Pilkington. Usage slightly up and no tickets, but she thinks about half of the fifteen seats went unused after one try. She asked for a roles-and-complaints view.
What happened: Marcus Bell ran a routine check-in with Lauren Pilkington. Usage was slightly up on last quarter and there were no tickets in the last month.
Customer view: Lauren said two consultants are now really using it, one before every client call. She thinks about half of the fifteen seats belong to people who tried it once.
Commercial: Starter runs to 30 Apr 2026, with renewal on 1 May 2026. Half-idle seats are a value question for that renewal.
Watch: Lauren asked for a view of long-open roles with a client complaint. Marcus promised to send the steps, not a confirmed answer.
Themes
As at Fri 9 Oct 2026Theme
Seat adoption check-in
Importance
neutral
Sentiment
mixed
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 Lauren the list of who has logged in and who has not.
- Marcus Bell to send the steps for the roles and complaints view.
- Marcus Bell to check in again nearer the autumn.
Risks
As at Fri 9 Oct 2026- About half of the fifteen Starter seats may be unused, which weakens the value case at renewal.
- Adoption rests on two consultants pulling the others along.
Opportunities
As at Fri 9 Oct 2026- A roles-and-complaints view would deepen use of the brain among consultants.
- A clean list of active and inactive seats lets Lauren right-size the licence honestly.
Transcript
Marcus BellMorning, Lauren. Can you hear me?
Lauren PilkingtonMorning Marcus. Yes, I can. Bit of an echo, hold on, I'll shut the other window. Better?- Marcus BellMuch better. Thanks for making the time. How's it been, hot enough for you?
- Lauren PilkingtonDon't. The office has no air conditioning to speak of and I've got three consultants threatening to work from home. Quick one first though, one of them asked me yesterday whether the brain can tell her which clients haven't had a call lately. Can the consultants see that?
- Marcus BellGood question. Short answer, yes, if the calls and emails are coming through, and they are for you. I'll show you in a bit. First I just want to run through where things are, if I share my screen. I'm going to cover usage, tickets and anything you want to raise. Okay?
- Lauren PilkingtonOkay, yes, go on.
- Marcus BellSo this is Grisedale. Starter, fifteen licensed users, nothing odd on the contract. It runs to 30 Apr 2026, renewal on 1 May 2026, so it's still nearly a year off. I've pulled the numbers and, honestly, it's a nice calm picture.
- Lauren PilkingtonCalm is good. Calm is what I want.
- Marcus BellActivity is up a touch on last quarter. Not dramatic, just a small step in the right direction. And there were no tickets in the last month, so nothing has been getting in your way.
- Lauren PilkingtonRight, no, it's been quiet. I think that's because we did that session with the consultants after we last spoke, and a few of them have actually stuck with it.
- Marcus BellThat's great to hear. Did it help? Because I always wonder whether those sessions change anything or whether people just nod.
- Lauren PilkingtonA bit of both, honestly. Two of them are now really in there. One of them asks it things before every client call. The others, well, they nod. But it's better than before.
- Marcus BellThat's about what I'd expect. A couple of people who really get it tend to pull the rest along over time. Is there anyone who's on the licence who hasn't logged in at all?
- Lauren PilkingtonProbably. I'd have to look. We've got fifteen seats and I'd say about half of them are people who tried it once. I should chase.
- Marcus BellI can send you the list of who's logged in and who hasn't, if that helps. Names only, nothing sensitive. Then you can decide who needs a nudge and who doesn't need a seat.
- Lauren PilkingtonYes please. That'd save us hours. I can't keep guessing.
- Marcus BellDone. And I'll be straight with you, there's no pressure on numbers from me. I'd rather you had fewer people using it well than lots of people who don't. That's a better story at renewal anyway.
- Lauren PilkingtonOkay. Thanks. I appreciate that. I'd rather be honest about it than have you think everyone's in there every day.
- Marcus BellNo, that's exactly what I want. Now, the question you started with. Let me show you. If I go into the client list here, you can sort by when the last contact was. So the ones at the top are the ones you've not spoken to for the longest.
- Lauren PilkingtonOh. Oh, that's very good. Can I filter it to just the finance roles? That's what she's working on.
- Marcus BellYou can. There, you filter by the type of role. Or you can just ask it in the chat. Something like, which finance clients haven't we spoken to this month. Let me try that.
- Lauren PilkingtonOoh. It's thinking. Is it supposed to take that long?
- Marcus BellA few seconds, usually. There we go. It gives you the list and where it got it from. So she can click through and see the last email or call.
- Lauren PilkingtonBrilliant. Right, I'm going to show her that this afternoon. She'll think I'm a genius.
- Marcus BellHa, take the credit. Anything else you'd like to look at while I've got it up?
- Lauren PilkingtonNot really. Well, maybe. Is there a way to see roles that have been open a long time and have a complaint on the client? That's the combination that keeps me awake.
- Marcus BellI think so, I'd want to check I'm giving you the right way to set it up rather than guess. Let me look at it properly and send you the steps. I don't want to promise something and then it's fiddly.
- Lauren PilkingtonThat's fine. I'd rather have it right. I don't understand half of how it's wired anyway, so if you say it's fiddly I'll just believe you.
- Marcus BellHa. Fair. So, to wrap up. I'll send the list of who has logged in, and the steps for that roles and complaints view. You'll look at the seats and decide who needs a nudge. And I'll check in again nearer the autumn, unless something comes up before.
- Lauren PilkingtonPerfect. Thanks Marcus. Stay cool.
- Marcus BellYou too, Lauren. Thanks, Marcus. Speak soon.
- Lauren PilkingtonTa, bye.
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