Ellerby Dental Group / BG-Demo – Check In
Callcompleted
Ellerby Dental Group · 2 Feb 2026 16:30
Rebecca Oakes confirmed Ellerby wants to renew its Growth subscription in April, said the value is there, and reported about half the seats in use. No concerns raised beyond a passing wish for real-time data.
What was said
What this says
As at Fri 9 Oct 2026Rebecca Oakes confirmed Ellerby wants to renew its Growth subscription in April, said the value is there, and reported about half the seats in use. No concerns raised beyond a passing wish for real-time data.
What happened: Elena Novak introduced herself as the new customer success manager after Esther left at the end of January. She confirmed the renewal in April and the current Growth scope.
Customer view: Rebecca said they definitely want to keep going, with three dashboards running and daily use. Data quality is fine, and the overnight refresh is enough.
Commercial: Rebecca said they use about half the seats and might add more eventually, so there is no near-term seat upsell. Real-time access was raised as a possible future enhancement and would need a different service tier.
Watch: The formal renewal conversation was planned for February or March. The evidence does not show whether it was held, or what the renewal price will be.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Elena Novak to open the formal renewal conversation with Rebecca Oakes in February or March.
- Elena Novak to arrange extra users if Ellerby asks before renewal.
Risks
As at Fri 9 Oct 2026- Only about half the Growth seats are used, which could prompt a value question at renewal.
- The account has changed customer success manager after Esther left at the end of January.
Opportunities
As at Fri 9 Oct 2026- Real-time data was mentioned by some users and could be explored as a future enhancement.
Transcript
Elena NovakHello Rebecca. I hope you are well. I am Elena, your new customer success manager. I wanted to confirm our agenda today: we will review the account progress, answer any questions, and begin planning for your renewal in April. Is that correct?
Rebecca OakesHi Elena. Yes, that's right. I understand Esther has moved on?- Elena NovakThat is correct. Esther left at the end of January. I have reviewed all the notes from your account, so I am familiar with your progress. You have been doing very well with the adoption and the dashboards.
- Rebecca OakesGood to know. Yeah, the team's still using it regularly.
- Elena NovakYes, I can see that from the activity. Now, are there any issues or concerns that have come up since the last check-in?
- Rebecca OakesNothing major. One or two people mentioned real-time data would be nice, but we manage fine with the overnight refresh.
- Elena NovakI understand. As agreed, you have the nightly refresh ready by 07:00. Real-time access is possible, but that would require a different service tier. For now, we can note that as a possible future enhancement. Is the data quality good?
- Rebecca OakesYeah, it's fine. Megan's been keeping an eye on it, nothing she's flagged.
- Elena NovakExcellent. I will make sure that is documented. Now, your contract renews in April. I wanted to confirm: do you intend to continue with us? Are there any concerns about value or the terms?
- Rebecca OakesDefinitely want to keep going. It's working really well for us. The team loves it and the partners value the dashboards.
- Elena NovakThat is wonderful to hear. We will begin the formal renewal conversation in February or March. For now, I want to ensure everything is running smoothly and you are getting the value you expect.
- Rebecca OakesThe value's definitely there. We've got three dashboards running, the team uses it daily, and it's saving us time.
- Elena NovakTo confirm: your current contract is Growth tier, 40 users, with Salesforce, Zendesk and email data. Nothing has changed?
- Rebecca OakesNo, that's all correct. We're using about half the seats. Might add more eventually but not right now.
- Elena NovakUnderstood. I have noted that. If you need to add users before renewal, please let me know and we will arrange it. I will make sure everything is documented and we will touch base in February to begin the renewal process.
- Rebecca OakesPerfect. Thanks, Elena.
- Elena NovakKind regards, Rebecca. Thank you for your continued business.