Marchbank Couriers / BG-Demo – Renewal
Callcompleted
Marchbank Couriers · 30 Sep 2024 13:45
On the 30 Sep 2024 renewal call, Marchbank Couriers' customer services team said the brain saves them time and raised no issues. Derek Imrie agreed to a mid-October timeline. Tom Ashdown quoted £20k on the same terms.
What was said
What this says
As at Fri 9 Oct 2026On the 30 Sep 2024 renewal call, Marchbank Couriers' customer services team said the brain saves them time and raised no issues. Derek Imrie agreed to a mid-October timeline. Tom Ashdown quoted £20k on the same terms.
What happened: Daniel Okafor hosted the 30 Sep 2024 renewal call with Tom Ashdown. Tom quoted Starter at £20k a year, invoiced annually in advance, with paperwork targeted for mid-October.
Customer view: Lorna Wishart said use of search is growing and the team uses it for case history and firm look-ups. She had logged no support issues and said the Xero connector was working well.
Commercial: Pamela Lyall asked if the price was the same and Tom confirmed £20k for one year. Derek Imrie wanted to go through the terms with Pamela first, then accepted the timeline.
Watch: Only three or four people use a plan that includes 15 users. Use stays inside customer services, so the account has headroom but little depth.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown sends the renewal order form by the end of the week of the call.
- Derek Imrie and Pamela Lyall review and sign, aiming for mid-October.
- Daniel Okafor follows up on adding more users or use cases.
Risks
As at Fri 9 Oct 2026- Use is limited to the customer services team, three or four people of the 15 users included.
- The renewal depends on Derek Imrie reviewing terms with Pamela Lyall and returning a signed order form.
Opportunities
As at Fri 9 Oct 2026- Operations or the directors could be added to Starter as an admin change, widening use.
- The Xero connector and growing search use give a value story for the renewal.
Transcript
Daniel OkaforHi everyone, thanks so much for making the time. How are things going with the brain?
Lorna WishartIt's been good, actually. The team's getting more comfortable with it. We're using search more regularly now.- Daniel OkaforThat's brilliant to hear. We've seen that in your usage data. Tom's here to talk through the renewal, your contract comes up on 23 November. Tom, do you want to walk through where we are?
Tom AshdownYeah, thanks Daniel. So you're on Starter at £19,500 a year. We invoice annually in advance. Your current term runs to 23 November and we'd like to get the renewal paperwork sorted by mid-October if possible. Derek, you're probably the right person for this, how does that timeline look?
Derek ImrieMid-October works. I'd want to run through the terms with Pamela first though. She handles our invoicing.
Pamela LyallThat's fine. Is the price the same as this year?- Tom AshdownThe same price, yes. £19,500. That's your Starter annual fee, invoiced upfront.
- Daniel OkaforWhat I'd love to understand is how you're seeing the value in it. Lorna, you mentioned the team is using it more. What are the main use cases?
- Lorna WishartMostly our customer services team. They use it to look up case history and information about firms before they call them. Saves time versus logging into Salesforce and Zendesk separately.
- Daniel OkaforThat's exactly the kind of thing we want to see. And you've got headroom if you want to bring more people on, Starter includes 15 users. Are you using all of those?
- Lorna WishartNo, just the customer services team at the moment. Maybe three or four people.
- Daniel OkaforSo you've got lots of headroom there. If you want to bring in operations or the directors to see data from their perspective, we can add them. No cost, just an admin change. And on the support side, have you needed to log anything with us?
- Lorna WishartNo, it's been pretty smooth actually. The Xero connector we added has been working well.
- Derek ImrieOK, so sounds like it's working. What's the next step?
- Tom AshdownI'll send you the renewal order form. It's the same terms as this year, £19,500, one year. You'd sign it and return it, and we invoice. The key date is mid-October if we can, gives us time to process everything before your current term expires.
- Pamela LyallThat works for us.
- Daniel OkaforGreat. I'll stay in touch and just to close the loop: if you want to talk about adding more users or exploring other use cases, I'm always here. Just send me a note. Thanks everyone.
- Tom AshdownThanks all. I'll get that order form over by end of week. Cheers.