Kingdon Diagnostics / BG-Demo – QBR
Callcompleted
Kingdon Diagnostics · 27 May 2025 12:15
At the QBR Aisha Bukhari said the brain is doing what Kingdon Diagnostics bought it for. Usage is spread across the contract team, the 40-user licence has headroom, and Ryan Heslop raised a single-admin risk.
What was said
What this says
As at Fri 9 Oct 2026At the QBR Aisha Bukhari said the brain is doing what Kingdon Diagnostics bought it for. Usage is spread across the contract team, the 40-user licence has headroom, and Ryan Heslop raised a single-admin risk.
What happened: Marcus Bell showed a quarter of usage, one how-to ticket closed within the Growth response time, and the dashboards Ryan Heslop has built. Questions asked are no longer driven by Aisha and Ryan alone.
Customer view: Aisha said the contract managers see referrals, turnaround and invoices in one place, which was the whole point. She has no changes to request and no plan to widen the licence until the trust reviews are done.
Commercial: Lewis Kerr confirmed Growth at £42k a year, plus VAT, running from 6 Jan 2025 to 5 Jan 2026. He will bring a co-termed quote at renewal.
Watch: Ryan is effectively the only admin, which is a key-person risk. December is a busy month for the customer.
Themes
As at Fri 9 Oct 2026Theme
QBR, renewal and admin cover
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 usage summary and the 90-day notice date, then book the renewal conversation in the autumn.
- Lewis Kerr to send Aisha the notice clause the same day and a co-termed quote at renewal.
- Aisha Bukhari to name a second admin this week, and Ryan to save and share the trust turnaround view.
Risks
As at Fri 9 Oct 2026- Ryan Heslop is effectively the only administrator, so his absence would leave the brain unmanaged.
- December is a busy period for the customer, so the renewal conversation could be squeezed if it is not booked early.
Opportunities
As at Fri 9 Oct 2026- No upsell is called for now: Aisha has no plan to widen the licence until the trust reviews are done.
- A second admin from information governance would reduce key-person risk and deepen the customer's investment.
Transcript
Marcus BellHello, can you all hear me alright? I can see Aisha, and Ryan's just come in. Lewis, you're on mute I think.
Lewis KerrSorry, yes, that's better. Good afternoon everyone. Can you hear me?
Aisha BukhariLoud and clear. Good afternoon. Sorry, Ryan's still finishing a thing in the other room, he'll be a minute. I'm in our Newcastle office today, so if there's a door slam, that's the corridor.
Ryan HeslopI'm here, I'm here. Sorry. Afternoon.- Marcus BellNo problem at all. Right, I'll share my screen and say what I want to cover, then you can tell me if I've missed anything. Can you see it? It's the usage summary.
- Aisha BukhariYes, I can see it. Lovely and large.
- Marcus BellGood. So three things. First, I've pulled the numbers for the last quarter, usage and questions asked. Second, the tickets, which won't take long. Third, a bit on the contract and the January renewal, which is why Lewis is on the call. Does that work?
- Aisha BukhariThat works. For me the thing I want to leave with is something I can show the trust. What does the contract say about what we've got, and can I see the turnaround figures sat next to it? No surprises for the trust.
- Marcus BellYeah, understood. Let's start with usage then. Average active users over the last month are sitting at around seven, and that's up quite a lot on the quarter before. A good chunk more than we were seeing in the winter.
- Aisha BukhariThat's the contract managers, mostly. Two of the newer ones started using it properly after the session Ryan ran in the spring.
- Ryan HeslopYeah, that was me. I did a walkthrough on how to ask the brain about a single trust's referrals, and then how to pull the invoices alongside. I think that was the lightbulb moment for a couple of them.
- Marcus BellIt shows in the data, honestly. Questions asked are up, and what I like is it's not one person doing it all. Last time we spoke it was mostly Aisha and Ryan. Now there's a spread across the contract team.
- Aisha BukhariWhich is good, because I don't want to be the single point of failure. If I'm off for a week, the thing should still work.
- Marcus BellExactly. Now, the licence is for forty users, and we're nowhere near that in active terms, so there's plenty of headroom. I'm not saying go and add people for the sake of it.
- Lewis KerrIf I can come in there. I'd never push anything the usage doesn't support, and at the moment it doesn't call for anything. Forty seats is right for where you are. If the picture changes, tell me and we'll look at it properly.
- Aisha BukhariAppreciated. Honestly, we haven't got a plan to widen it until the trust reviews are done.
- Marcus BellFair enough. Let me move to the dashboards. Ryan, you've built a few now. Do you want to talk through them, or shall I just show them?
- Ryan HeslopYou show them, I'll talk. So the main one is the referrals by trust, then reporting turnaround by modality, MRI and CT separately, and the third is invoices outstanding by payer. That one's more for finance than for contracts, but they've started looking at it.
- Marcus BellThat's the one on screen now. So that's the turnaround view. You can see the MRI line is steady, and CT has a bit of a wobble in the middle there, which I think is the bank holiday weeks.
- Aisha BukhariIt is, yes. Let's see the turnaround figures by trust, though, not just by modality. That's what I'd actually take into a meeting. Can you filter it?
- Ryan HeslopI can, I just haven't saved that view. Give me a second. Sorry, it's behind the filter on the left. There. That's by trust.
- Aisha BukhariRight, that's much more useful. Can you save that one, Ryan, and call it something sensible? Not 'Ryan test two'.
- Ryan HeslopHa, yes. Fair. I'll name it properly and share it with the contract team after this.
- Marcus BellGood. Now tickets. There was one in the last month and it was a how-to, nothing high priority. It was closed inside the response time for Growth, so nothing to flag there. Ryan, did you feel it was handled okay?
- Ryan HeslopYeah, it was a question about scheduling the refresh view. The answer was clear, I got it sorted the same day.
- Marcus BellGreat. And nothing outstanding on the connectors? Everything's loading overnight as it should?
- Ryan HeslopAs far as I can see, yes. I check the records count most mornings, and it's moving. If it ever went flat I'd shout.
- Marcus BellThat's the habit I'd want. Okay, so that's usage and tickets. Lewis, do you want to take the contract piece?
- Lewis KerrThanks, Marcus. So to put a number on it, you're on Growth at forty-one thousand eight hundred a year, that's the order form and it matches what's been invoiced. Aisha, I know you like to see it written down. The contract started on 6 Jan 2025 and runs to 5 Jan 2026, with the renewal falling the day after.
- Aisha BukhariAnd what does the contract say about notice? I'd like to be certain I'm not missing a date. The trust will ask me.
- Lewis KerrI'll send you the exact clause today rather than quote it from memory. Marcus will also give you the formal notice well ahead of the end date, that's his side of it. You won't be caught out.
- Marcus BellYes, I'll put the ninety-day notice in the diary and send it across, so you've got it in writing. And we'll book the renewal conversation in the autumn so it's not a rush in December.
- Aisha BukhariThat'd be sensible. December is always a mess for us, the trust year end is not far off and everybody's chasing invoices.
- Lewis KerrUnderstood. For the record, the figure I've quoted is plus VAT, and when we get to January I'll bring a clean quote co-termed to your renewal. I'll send that over once you've told me what, if anything, you want to change.
- Aisha BukhariI don't think there's anything to change at the moment. I'd say the brain is doing what we bought it for. The contract managers see each trust's referrals, the turnaround tickets and the invoices in one place, and that was the whole point.
- Ryan HeslopI'd add one thing. It'd be handy to have a second person who can administer it. At the moment it's pretty much just me.
- Marcus BellGood shout. Yes, that's a bit of a single point of failure on the admin side. I'm happy to jump on a call with whoever you nominate and walk them through the admin screens. Shall we book thirty minutes?
- Ryan HeslopYes please. I'll ask Aisha who. Probably someone in the information governance team.
- Aisha BukhariYes, that makes sense, and they'd need to be comfortable with the access side anyway. I'm not cutting corners on that. I'll come back to you with a name this week.
- Marcus BellPerfect. So to recap. I'll send the usage summary and the notice date. Lewis sends the clause today. Ryan saves and shares the trust turnaround view. Aisha gives us a name for the second admin.
- Lewis KerrThat's it from me. Kind regards all, and thanks for the time.
- Aisha BukhariThank you both. Speak soon. Best wishes.
- Ryan HeslopCheers all. Bye.
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