Linthorpe Trade Supplies / BG-Demo – Check In
Callcompleted
Linthorpe Trade Supplies · 12 Jan 2026 11:15
Marcus Bell raised a forty-four percent drop in usage with Darren Blakey. Darren said the heaviest user, the internal champion, left in December and the team has gone quiet. A refresh session is agreed for early February.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell raised a forty-four percent drop in usage with Darren Blakey. Darren said the heaviest user, the internal champion, left in December and the team has gone quiet. A refresh session is agreed for early February.
What happened: Marcus Bell showed Darren Blakey the usage data. Questions had been steady in October and November, then fell through December.
Customer view: Darren said the person who used the brain most, and pushed others to use it, has left the industry. The rest of the team still asks questions, but far fewer.
Commercial: This is a key-person risk on the Starter subscription, with value harder to show at renewal. Darren agreed to a short refresh session and accepted that people need to get back on it.
Watch: The evidence does not show whether the session took place or whether usage recovered.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to send Darren Blakey dates and a note of use cases that work well.
- Marcus Bell to run the refresh session in early February.
- Marcus Bell to check usage again a few weeks after the session.
Risks
As at Fri 9 Oct 2026- Usage fell by forty-four percent after the heaviest user and internal champion left.
- No replacement champion is named, so adoption may keep sliding and weaken the value case at renewal.
Opportunities
As at Fri 9 Oct 2026- A half-hour refresh session with two or three team members can rebuild momentum and show new use cases.
Transcript
Marcus BellHi Darren. I wanted to touch base because I've been looking at the usage data and something's shifted. Can you see what I'm sharing?
Darren BlakeyYeah, I can see it.- Marcus BellRight. So back in October, November: you had a nice steady pattern of questions coming in, around three or four users a day. And then through December it just dropped off quite a bit. Can you help me understand what happened?
- Darren BlakeyYeah, um. Well, we had a difficult December. One of our key people who was using the brain quite a lot, they left the company.
- Marcus BellAh. Right. Was that someone who was asking a lot of questions?
- Darren BlakeyYeah, to be honest they were using it the most. So with them gone, it's just quieter.
- Marcus BellOkay. And are they likely to come back, or is that a permanent move?
- Darren BlakeyNo, they've moved on. Left the industry actually.
- Marcus BellRight. So that's a real hit then. Is the rest of the team still using the brain, or has adoption kind of stalled?
- Darren BlakeyNo, the team still asks questions, but it's nowhere near the level it was. Without that person driving it, it's sort of, gone quiet.
- Marcus BellMm. So they were quite a champion for it internally?
- Darren BlakeyYeah, I'd say so. They were the one pushing people to use it, telling them what they could ask. Without them, people aren't thinking to use it as much.
- Marcus BellOkay. That's actually pretty common. We see it: one person gets really bought in, drives adoption, and if they leave, it can fall away. But that doesn't mean the brain isn't valuable. It just means you need to rebuild some momentum with your team.
- Darren BlakeyYeah. I get that.
- Marcus BellSo what I'm thinking is, shall we do a quick refresh session? Get a few people together, remind them what they can do with it. Not a long thing, just half an hour or so.
- Darren BlakeyThat might be useful actually.
- Marcus BellYeah? Good. So I can run that in early February if you want. We get two or three of your team on, I show you some new use cases, and people remember why they signed up for it in the first place.
- Darren BlakeyYeah, let's do that.
- Marcus BellBrilliant. I'll send you some dates. But look, I just wanted to check in because I was concerned. A forty-four percent drop is big, and I wanted to understand what was going on rather than just watch it slide.
- Darren BlakeyNo, I appreciate that. You're right, we need to get people back on it.
- Marcus BellGood. Okay. So early February for a refresh, and then, I'll check in again in a few weeks to see if things are moving back up. How does that sound?
- Darren BlakeyPerfect.
- Marcus BellBrilliant. I'll send over some dates and also a quick note with some use cases we've seen work well. Cheers, Darren.