Kingdon Diagnostics / BB-Demo – Qbr
Callcompleted
Kingdon Diagnostics · 2026-05-26 12:15
At the 26 May 2026 QBR, active users were down a tenth or more on the quarter against one hundred and fifty licensed. Graeme Charlton will not commit to the January renewal without a business case.
What was said
What this says
Current to 13 Oct 26At the 26 May 2026 QBR, active users were down a tenth or more on the quarter against one hundred and fifty licensed. Graeme Charlton will not commit to the January renewal without a business case.
What happened: Marcus Bell reported active users in the high twenties, down on the previous quarter, while questions asked held up better. Ryan Heslop attributed some of the fall to absence and one review moving back to a spreadsheet.
Customer view: Graeme asked what the return is and wanted something for the board, not a feeling. Marcus had no time-saved figure he would stand behind.
Commercial: the term runs to 5 Jan 2027, with renewal on 6 Jan 2027 and £119k matching invoices. Lewis Kerr will quote on the current price list and open a conversation on licence size if users stay low.
Watch: Ryan asked about bringing in a finance remittance connector, which Marcus believes fits the Enterprise allowance but will confirm.
Themes
Current to 9 Oct 26Theme
Falling users, renewal business case
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to send Graeme Charlton the one-page business case by the end of the following week.
- Ryan Heslop to send Marcus the names of users who stopped logging in, plus the finance connector request, early the next week.
- Lewis Kerr to send the co-termed renewal quote early in the autumn and Marcus to book thirty minutes in the autumn.
Risks
Current to 9 Oct 26- Active users fell while one hundred and fifty are licensed, and the CFO described usage as about a fifth of the licence.
- Graeme will not commit to the renewal without a business case, and Marcus has no time-saved figure.
- A quote on the current price list may raise the price, and the evidence does not show the figure.
Opportunities
Current to 9 Oct 26- Questions asked have held up better than logins, and Ryan Heslop's team uses the referrals and reporting view most days.
- A finance remittance connector request shows the customer wants to deepen use.
Transcript
Marcus Bell NoneHello, hello. Can everyone hear me alright?
Graeme Charlton NoneLoud and clear. Afternoon, Marcus.
Ryan Heslop NoneAfternoon. Give me a second, I'm just moving into the quiet room, the line's been dreadful all week.
Lewis Kerr NoneAfternoon all. Lewis here as well. Marcus asked me to join for the commercial end of things, in case it comes up.- Marcus Bell NoneThanks, Lewis. Right, I'll share my screen in a moment. What I want to cover is three things: how the brain's been used since the last review, the one ticket we had, and then where we are with the renewal in January, which is mostly for Graeme. Happy to jump around if something's more pressing.
- Graeme Charlton NoneWhat's changed since we last spoke? That's what I'd like to know.
- Marcus Bell NoneFair question. Not a huge amount, honestly, but there's one movement I want to be straight with you about. Can you all see the usage page?
- Ryan Heslop NoneYes, I can see it.
- Marcus Bell NoneSo active users, on a thirty day average, we're sitting in the high twenties against the one hundred and fifty licensed. That's down on the previous quarter, a tenth or a little more.
- Graeme Charlton NoneDown by a tenth. Is that a problem, or is that just the time of year?
- Marcus Bell NoneI don't want to guess. Ryan, you know the contract managers better than I do. Does that chime with anything on your side?
- Ryan Heslop NoneSome of it, I think. A couple of the contract managers have been out of the office a lot, and one of the trust reporting reviews moved to a spreadsheet for a few weeks because the person running it prefers that. I'd want to check, though. I can pull the names of who's stopped logging in.
- Graeme Charlton NoneDo that. Lewis, we're paying for a hundred and fifty, and we're using, what, a fifth of that?
- Lewis Kerr NoneRoughly, yes. And I'd rather you heard it from me than found it on the invoice. The licence is for a hundred and fifty users on Enterprise, and I'm not going to push you to change anything the usage doesn't support. Let's see where the numbers settle before we talk about shape.
- Graeme Charlton NoneGood. Let's keep it simple. What's the return?
- Marcus Bell NoneRight, so this is where I'd look at questions asked rather than logins. Let me scroll down. The questions people are asking have held up better than the user count, which usually means the people who do use it are using it properly. Ryan's own team asks a good share of them, and so do two or three of the contract managers.
- Ryan Heslop NoneThat's fair. I'm in it most days. The referrals and reporting turnaround view is the one people come back to. Before, someone had to pull the trust referrals, then the tickets, then the invoices, and line them up by hand. Now they just ask.
- Graeme Charlton NoneAnd that saves how much time? I need something I can put in front of the board, not a feeling.
- Marcus Bell NoneI haven't got a number for time saved that I'd stand behind, and I'd rather not invent one. What I can do is give you the usage picture, the questions asked by team, and a short note on which processes have moved off spreadsheets. Ryan could help me with the last bit.
- Ryan Heslop NoneHappy to. I'd say three or four processes, but let me write them properly rather than say it off the top of my head.
- Graeme Charlton NoneFine. A page, not a deck.
- Marcus Bell NoneA page. Done. Can I move on to the connectors? Ryan, you're the admin, so shout if I get this wrong.
- Ryan Heslop NoneGo on.
- Marcus Bell NoneEverything's loading. Records indexed are climbing steadily, nothing flat, nightly refresh has been landing before seven each day. No sources have dropped out. So from where I'm sitting the data's fresh, the plumbing's healthy, it's really the number of people looking at it that's softer.
- Ryan Heslop NoneThat matches what I see. I did have a question about adding another source, actually. Finance would like the remittance side brought in properly. Is that something we can do inside what we've got?
- Marcus Bell NoneI think so, as long as we're inside the connector allowance for Enterprise, and I believe we are with room to spare. Let me check the configured list rather than say yes and be wrong. I'll confirm that in writing.
- Lewis Kerr NoneAnd if it turned out you needed more, I'd quote it separately and clearly. But I doubt it'll come to that.
- Graeme Charlton NoneIs that within budget, though, if it came to it?
- Lewis Kerr NoneTo put a number on it, I'd need the connector count first. I don't quote from memory. I'll send you something either way, with the VAT position stated.
- Graeme Charlton NoneGood.
- Marcus Bell NoneThe ticket, then, quickly. We had one in the last month, nothing high priority, nothing overdue. It's closed. If anything I'd read the ticket count as quiet rather than worrying, because the platform's been steady.
- Ryan Heslop NoneYeah, that was mine. A how-to, really. It got sorted.
- Marcus Bell NoneRight. Which brings us to the renewal. Lewis, do you want to take that?
- Lewis Kerr NoneThanks, Marcus. So the current term runs to 5 Jan 2027, and the renewal date is 6 Jan 2027. Annual contracted value is £119,000 and that matches what's been invoiced, with nothing overdue, so on the paperwork side we're clean. I'll be sending the renewal quote co-termed to that date, and it will be on the current price list, which I flagged to your team earlier in the year.
- Graeme Charlton NoneI remember the letter. I'd like the quote early enough to take through the board, not the week before.
- Lewis Kerr NoneUnderstood. I'll aim to have it with you early in the autumn, and I'll say so in my follow-up note. If the user number is still where it is today, we can talk about whether the licence is the right size, with Marcus's page in front of us.
- Graeme Charlton NoneRight. I won't commit to anything without a business case. Marcus, your page is the business case, so make it a good one.
- Marcus Bell NoneUnderstood. I've pulled the numbers already, so I'll tidy it up and get it to you by the end of next week. Shall we book thirty minutes in the autumn to go through it with you and Ryan?
- Graeme Charlton NoneYes. Put it in the diary. Ryan, will you have the names by then?
- Ryan Heslop NoneEasily. I'll send them to Marcus early next week, along with the finance connector request.
- Marcus Bell NonePerfect. Anything else from anyone? Graeme?
- Graeme Charlton NoneNo. Thank you all. Let's keep it simple and keep our word to each other.
- Lewis Kerr NoneKind regards all. Speak soon.
- Ryan Heslop NoneCheers, bye.
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