Ellerby Dental Group / BG-Demo – Check In
Callcompleted
Ellerby Dental Group · 6 Oct 2025 13:15
Rebecca Oakes reported regular use, three board dashboards and reliable overnight refresh. She wants no extra users or connectors. Esther Quaye flagged the April renewal for a conversation in the new year.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Oakes reported regular use, three board dashboards and reliable overnight refresh. She wants no extra users or connectors. Esther Quaye flagged the April renewal for a conversation in the new year.
What happened: Esther Quaye ran a short check-in with Rebecca five months in, with no tickets of concern. Megan Statham was not on the call.
Customer view: Rebecca said about half the team log in weekly and three dashboards now save a day on the monthly partner pack. She said the partners are asking better questions, and that it has been really smooth.
Commercial: Esther noted 40 licensed users with about half in use, and the customer declined more users or connectors. The renewal comes up in April and the conversation is planned for the new year.
Watch: Value is tied to the partner dashboards and Rebecca as champion. The evidence does not show any discussion of price.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Esther Quaye to open the renewal conversation in the new year ahead of the April renewal.
Risks
As at Fri 9 Oct 2026- Value rests on Rebecca Oakes as champion and on the partner dashboards.
Opportunities
As at Fri 9 Oct 2026- About half of the 40 licensed users are active, so there is headroom if more teams come on later.
Transcript
Esther QuayeHi Rebecca. How are you?
Rebecca OakesGood, thanks. Busy but good.- Esther QuayeI hear that. So I'm doing a quick check-in, we're about five months in now. I've looked at the tickets and we've had a couple of queries but nothing critical, which is great. How are you getting on with the brain?
- Rebecca OakesReally well, actually. The team's using it pretty regularly now. Maybe half the team has logged in at least once a week in the last month.
- Esther QuayeThat's excellent. I'm seeing that in the numbers too. And the dashboards for your board reporting, did you get those built?
- Rebecca OakesYeah, we've got three going now. One on complaints, one on case resolution, one on practice performance. The partners are really into them, saves us a day on the monthly pack.
- Esther QuayeJust so we're aligned, is that delivering value? Like, are the partners making better decisions because of it?
- Rebecca OakesYeah, definitely. They can see the data straight away instead of asking us for a spreadsheet. They're asking better questions about their practices.
- Esther QuayeThat's brilliant. And the data freshness, you're getting the overnight refresh by seven?
- Rebecca OakesYep, Megan checks most mornings and it's always there.
- Esther QuayeI've logged that as working well. Is there anything you'd want to add: more users, different connectors, anything like that?
- Rebecca OakesNot really. The three connectors are doing what we need, Salesforce, Zendesk, email. I think we're good for now.
- Esther QuayeGood. You're licensed for 40 users and you're using about half of them, so you've got plenty of headroom if you want to bring more people on later. But sounds like you're in a good place. Just so we're aligned, your renewal comes up in April, so we'll want to have that conversation sometime in the new year. But nothing to worry about now, we'll get in touch and make sure everything's tracking well.
- Rebecca OakesSounds good. It's been really smooth to be honest.
- Esther QuayeThat's really good to hear. I've logged that and I'll chase anything on our side. Many thanks, Rebecca. Speak soon.