Tannahill Systems / BG-Demo – Renewal
Callcompleted
Tannahill Systems · 4 Mar 2024 13:30
Finance Director Moira Sinclair says the support team uses the brain daily and is getting value, but called the rise from £20k to £22k a significant jump. She will take it to operations and asked about adding users.
What was said
What this says
As at Fri 9 Oct 2026Finance Director Moira Sinclair says the support team uses the brain daily and is getting value, but called the rise from £20k to £22k a significant jump. She will take it to operations and asked about adding users.
What happened: Daniel Okafor and Nell Ashcombe held a renewal call with Moira Sinclair on 4 Mar 2024. Moira reported daily use by the support team, no sync issues and stable data.
Customer view: Value is not in doubt. Cost is: Moira said "we're getting value, so I don't see why we wouldn't" but wants to be sure the price is right for the business.
Commercial: Nell quoted the Starter rate moving from £20k to £22k a year. Moira asked about flexibility and was told that is the rate for renewals.
Watch: The decision now sits with the operations team, with a target of the end of March 2024. Her question about adding users points to headroom beyond the 15 included.
Themes
As at Fri 9 Oct 2026Theme
Starter renewal price rise
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- Nell Ashcombe to send the formal renewal terms in writing on the day of the call.
- Daniel Okafor to check in with Moira by mid-March 2024.
- Moira to take the renewal to the operations team and decide by the end of March 2024.
Risks
As at Fri 9 Oct 2026- The Starter price rise from £19,500 to £22,000 is a significant jump for the finance director and needs internal sign-off.
- Moira asked about flexibility and was given none, so cost could stall or sour the renewal.
Opportunities
As at Fri 9 Oct 2026- Moira asked about adding users, which opens a conversation on additional users beyond the 15 included.
- Daily support-team use gives a clear value case for the renewal conversation.
Transcript
Daniel OkaforHi Moira, thanks so much for making time. Nell's here as well, she's the CEO. Just wanted to check in before your contract renews in a couple of weeks, see how you're getting on with the brain.
Moira SinclairHi Daniel, hi Nell. Yes, things are good. The team's been using it quite a bit.
Nell AshcombeThat's what I'm hearing. How is it going on your end?- Moira SinclairReally well, actually. The support team, they're the main users, they're asking it questions pretty much every day. Being able to see calls and tickets and customer data in one place is exactly what they needed.
- Daniel OkaforThat's brilliant to hear. Are there specific things they're using it for?
- Moira SinclairMostly finding customer context when a ticket comes in. They'll search the name, they get the call history, the support tickets, whatever we've got. It speeds up first response time, which for our business is a big deal.
- Nell AshcombeAnd you're happy with the data quality? Everything syncing correctly?
- Moira SinclairYes. We haven't had any sync issues. Refresh happens every night, so by the time the team starts work, the data is current.
- Daniel OkaforGreat. Just to close the loop, I know we've got a couple of high-priority tickets that came in. How are those tracking?
- Moira SinclairOne of them was just a how-to question on building a dashboard, which we sorted. The other was a specific query the team wanted to save, which also got resolved.
- Daniel OkaforGood. And nothing structural, no data freshness issues, no connector problems?
- Moira SinclairNo, it's been really stable.
- Nell AshcombeSo, your contract renews on 6 April. I wanted to talk about staying with us. What would you need to see to do that?
- Moira SinclairWell, we're getting value, so I don't see why we wouldn't. The team's showing up and using it. The question is probably cost, we'd want to make sure it's right for the business.
- Nell AshcombeFair enough. So you're on the Starter tier at the moment. Your current rate is 19,500 for the year. When your contract renews, we've had a price adjustment, it would go to 22,000 a year. That's on a fairly standard Starter plan, 15 users, four connectors.
- Moira SinclairThat's a significant jump. I'll need to talk to the team internally.
- Daniel OkaforI completely understand. The jump is because we've made some improvements to the platform since you joined. It's not unique to you, all renewals are moving to the new pricing. But happy to discuss any questions you have.
- Moira SinclairWhat's changing with the product?
- Nell AshcombeFaster data refresh in some cases, better dashboard performance, and we've tightened up the service level commitment. So you're getting a more reliable product.
- Moira SinclairOkay. Is there any flexibility on the price, or is that the rate?
- Daniel OkaforThe 22,000 is the list price for a new Starter. For renewals like yours, that is the rate, it's what everyone pays. But what I would say is if you're getting the value you seem to be, it's worth the conversation internally. The ROI is usually pretty clear.
- Moira SinclairLet me chat with the finance director: sorry, you're talking to me, I am the finance director. Let me chat with the operations team and see what they say. How long do I have?
- Daniel OkaforYour contract's 6 April. I'd suggest making a decision by the end of March so there's no gap. Nell can send over the formal renewal terms if that helps.
- Nell AshcombeI can do that today. It'll have the pricing, the terms, everything. No pressure, just so you have it in writing.
- Moira SinclairYes, that would be helpful. I'll run it by the team.
- Daniel OkaforPerfect. I'll come back to you by mid-March just to check in and see where you're at. And in the meantime, if the team has any feature requests or things they'd love to see, let me know.
- Moira SinclairI will. Actually, one thing, are we able to add more users at some point?
- Daniel OkaforAbsolutely. You're on 15 at the moment, and you can add more. It's easy to bump up your plan if the team grows or more people want access.
- Moira SinclairGood. I think that's everything for now.
- Nell AshcombeBrilliant. Moira, thanks for the time. Daniel will send those renewal terms over, and I hope we can work together for another year.
- Moira SinclairThanks both. Speak soon.
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