Carrowkeel Software / BG-Demo – Renewal
Callcompleted
Carrowkeel Software · 20 May 2026 09:00
On 20 May 2026 Conor Daly questioned paying for forty seats with about twelve active, and saw a £50k renewal against £42k with no explanation yet. A written quote and value summary are promised.
What was said
What this says
As at Fri 9 Oct 2026On 20 May 2026 Conor Daly questioned paying for forty seats with about twelve active, and saw a £50k renewal against £42k with no explanation yet. A written quote and value summary are promised.
What happened: Renewal call on 20 May 2026 with Aoife Mulcahy, Conor Daly, Declan Moran and Sophie Ling. Conor first asked which paperwork is signed, and Sophie confirmed the executed order form runs 15 Aug 2025 to 14 Aug 2026.
Customer view: Usage is steady at around twelve active users against forty licensed. Conor asked whether Carrowkeel is paying for more than it needs, and Aoife said the seats were sized for a wider rollout not yet reached.
Commercial: The renewal is open in the CRM at £50k against the invoiced £42k, with no breakdown given yet. Sophie will set out the difference in a written quote, and there is no implementation fee on a renewal.
Watch: Conor wants a value case and will not agree terms on a call or pay against a draft. The internal target to agree is Thursday 23 July 2026.
Themes
As at Fri 9 Oct 2026Theme
Renewal price and seat value
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- Sophie Ling to send the executed order form and a written renewal quote with a breakdown today or tomorrow.
- Marcus Bell to send the usage summary alongside the quote, and Aoife to send examples and dates for a team session.
- Conor and Declan to review and reply in writing, with the target to agree by 23 Jul 2026.
Risks
As at Fri 9 Oct 2026- Forty licensed seats against about twelve active invites a request to reduce the Growth seat count.
- A renewal shown at £50,000 against £41,800 with no explanation yet may be read as a price rise without justification.
- Conor does not discuss the product and needs a clear value case before he agrees.
Opportunities
As at Fri 9 Oct 2026- Marcus's usage summary and Aoife's two early-caught agency examples give Conor something to weigh the figure against.
- A team session on the agency group filter could lift active users towards the forty licensed.
Transcript
Marcus BellMorning, all. Can everyone hear me alright? I'll give it a minute for people to join.
Aoife MulcahyMorning, Marcus, grand, I can hear you. Conor's just coming in, he's wrestling with the headset.
Conor DalyMorning. Sorry, yes. Can you hear me? Good.
Sophie LingMorning, everyone. Sophie here. Marcus is driving, I'm on the commercial side if anything needs a decision.
Declan MoranMorning. Declan, finance. I'm really only here for the paperwork bit, so I'll mostly listen.- Conor DalyBefore anything else, can I confirm the paperwork? Which version is the signed one? I've got a couple of documents in the folder and I'd like to be sure which we're working from.
- Sophie LingFair question. The executed order form is the one your contract runs from, so 15 Aug 2025 start, ending 14 Aug 2026. Anything in the folder from before that is a draft and was superseded the day it was signed. I'll send you the executed copy again straight after the call so there's no doubt.
- Conor DalyFair enough. Let's check the order form against what's on the invoices as well, Declan.
- Declan MoranYes, I've had a look already. The invoiced amount matches the order form, forty-one thousand eight hundred, £41,800 a year. Nothing overdue on our side.
- Marcus BellThat matches what I see too. Okay, so what I wanted to cover today is quite simple. I'll share my screen. Three things: how the brain's been used this year, what the renewal looks like, and who needs to do what before the middle of August. Can you see that alright?
- Aoife MulcahyI can see it. Go on, show me the usage.
- Marcus BellSo I've pulled the numbers. You've got forty licensed users on Growth. Over the last thirty days around twelve of them are active on average, which is basically where it was last quarter, a touch down, a couple of percent. So steady rather than growing.
- Aoife MulcahyMm. Yeah, that's about what I'd expect. It's mostly my team and a few of the account managers. The people who ask the questions are the ones watching renewals, which agencies are at the edge, that kind of thing.
- Marcus BellRight, and that's the use that tends to stick. One ticket in the last month, nothing high priority, so support-wise it's been quiet.
- Aoife MulcahyThat one was a how-to, I think. Somebody couldn't find where to filter by agency group. Sorted in a day.
- Marcus BellYeah, that's the one. Happy to jump on a call with the wider team if you want to get more people using that filter. That's probably the easiest way to move the active number.
- Aoife MulcahyI'd like that. Grand, let's do it. I'll talk to the two team leads and come back to you with a couple of dates.
- Conor DalyCan I ask the obvious question. Forty seats, twelve using it. Are we paying for more than we need?
- Aoife MulcahyConor, it's a fair point, and I'd say the seats were sized for the plan to roll it out to the whole customer success and support group. We haven't fully got there.
- Sophie LingAnd I'd rather be straight with you on that, Conor. Marcus handles the usage side and I'll handle the commercial side. What I can do is look at what the renewal should contain and put it in writing, so you can see the options side by side rather than me trying to settle it on a call.
- Conor DalyI'd prefer that. I don't agree terms on a call, as Aoife will tell you.
- Aoife MulcahyHe really doesn't.
- Sophie LingUnderstood, and that's no problem. So, for context, on our side the renewal is open in the system at £50,000. Now, that's the figure for the renewal deal as it stands, and I want to be careful, because what it covers and how it compares with the current £41,800 needs setting out properly. The price book moved since you signed, and any first-term discount doesn't automatically carry on. I'll put the breakdown in the written quote.
- Conor DalyRight. So the current contract is £41,800 and you're showing me a renewal at £50,000 with no explanation yet.
- Sophie LingThat's fair, yes. The explanation is coming in the quote, and I'd rather you saw it written down than heard it from me half-explained.
- Declan MoranWhen it comes, can it show the implementation fee separately, if there is one? I've got the first-year invoices open here and I'd like to line them up properly.
- Sophie LingThere's no implementation fee on a renewal. It'll just be the subscription, and I'll say so explicitly. Let me not guess at the rest until I've got it in front of me.
- Declan MoranOkay, fine. That's what I need.
- Marcus BellCan I add something from the usage side, so it doesn't get lost? Whatever the quote says, I'd like to show the value for this year alongside it. A short summary of what the team has actually asked the brain, which agencies it helped with. Then Conor has something to weigh the figure against.
- Conor DalyThat would help. I don't discuss the product, honestly, I just need to know what I'm paying for and why.
- Aoife MulcahyI'll give you the stories, Conor. Two of the agency groups we caught early were from the brain. I'll write them up so it's not just me saying it.
- Conor DalyThanks, Aoife. Put the examples in an email and I'll read them with the quote.
- Marcus BellPerfect. Timing, then. Your contract runs to 14 Aug 2026, with renewal on 15 Aug 2026. On our side we've got a target of Thursday 23 July 2026 to have it all agreed, which leaves some room if anything needs another round.
- Declan MoranThat works for me. I'd want the signed copy in my hands before the August invoice run, not after.
- Conor DalyAnd I don't pay against a draft. So the executed one only.
- Sophie LingUnderstood. Executed order form only. So let me read back what happens next, so we're all on the same page.
- Sophie LingOne, I send the executed order form again and the written renewal quote, with the breakdown, today or tomorrow. Two, Marcus sends the usage summary alongside it. Three, Aoife sends the examples and a couple of dates for the team session. Four, Conor and Declan review and come back in writing. Does that cover it?
- Conor DalyThat covers it. Thanks, Sophie.
- Aoife MulcahyGrand. Thanks a million, all. Talk soon.
- Marcus BellThanks, everyone. Speak soon, cheers.
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