Brimscombe Energy / BG-Demo – Check In
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Brimscombe Energy · 6 May 2025 10:00
Siân Pritchard reported strong adoption across three teams and wants a measurable value case before the January renewal. She pays £115k a year and is not yet claiming a number she cannot back.
What was said
What this says
As at Fri 9 Oct 2026Siân Pritchard reported strong adoption across three teams and wants a measurable value case before the January renewal. She pays £115k a year and is not yet claiming a number she cannot back.
What happened: Daniel Okafor showed usage, with average monthly active people nearly tripled on the quarter before and about thirty on a typical day. Siân noted that this is against 180 licences.
Customer view: Siân said the teams now start from the same facts and sceptics send her screenshots. She will not claim a return until she has numbers.
Commercial: Siân said the contract comes up in January and she is at £115k a year. Daniel confirmed that figure on Enterprise, with the term running to 9 Jan 2026. She wants to bring finance the answer herself.
Watch: She has no baseline for complaint preparation time. Agreed steps are a sample of about a dozen cases, a usage summary showing gaps, and a hands-on session with the complaints team.
Themes
As at Fri 9 Oct 2026Theme
Adoption and renewal value
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to send dates for the hands-on complaints session by Friday.
- Daniel to prepare a team-by-team usage summary showing gaps and draft a question guide with Siân's examples.
- Siân Pritchard to sample recent complaint cases to set a baseline.
Risks
As at Fri 9 Oct 2026- Siân has no baseline for complaint preparation time, so the value case cannot yet be stated as a number.
- Usage is about a sixth of the 180 licences, and she will be asked what the company gets for the money.
Opportunities
As at Fri 9 Oct 2026- Teams not yet started, such as first-contact handlers, are headroom for wider use on existing licences.
- A hands-on complaints session and a tailored question guide can make the strong use by one team lead the norm.
Transcript
Daniel OkaforHello Siân, can you hear me all right?
Siân PritchardI can, yes. Morning, Daniel. Can you hear me?- Daniel OkaforLoud and clear, thank you. And thanks for making the time, I know it's been a busy few weeks for you. Just to check, is it the two of us today, or is anyone else joining?
- Siân PritchardJust us. I did ask the two team leads, but they're both tied up this morning, so I'll relay anything useful afterwards.
- Daniel OkaforThat's fine, no problem at all. How has your week been?
- Siân PritchardBusy, but a good busy. Let me tell you what the teams asked the brain this week, because it's the best way in. Collections asked it to put every open bill for a business customer next to the last few calls we've had with them. Key accounts asked which of their customers have a complaint open and a contract coming up. And complaints used that same view to pull an answer together on one case in a single afternoon. I haven't timed it properly yet, so don't quote me, but it felt a good deal quicker.
- Daniel OkaforThat's lovely to hear. And that's the picture you described when you first bought it, isn't it? The sites, the contracts, the calls and the bills all in one place.
- Siân PritchardOne customer, one view. Yes. We're not all the way there, but for the first time the conversation in the room starts from the same facts, and that was the point of the whole exercise.
- Daniel OkaforMm. And how is the team finding it, day to day? Not just the leads, the people actually typing the questions.
- Siân PritchardMixed in the best way. The people who were sceptical in the first couple of weeks are now the ones sending me screenshots. There's a woman in collections who told me she'd stopped opening three separate screens before a call. Which is a small thing, but it's the sort of small thing that spreads.
- Daniel OkaforThat's exactly how it tends to go. Someone tells the person next to them, and then it's just how the team works. Can I share my screen for a moment? I've got the usage picture for you and I'd like us both looking at the same thing.
- Siân PritchardPlease do. I'll get my notes up as well.
- Daniel OkaforBear with me, this one is slow to load. There we are. Can you see it?
- Siân PritchardYes, I've got the chart with the line going up the right-hand side. Pleasing.
- Daniel OkaforIt is, isn't it. So the headline is that the average number of people active in a month has nearly tripled compared with the quarter before. It's now sitting at about thirty people on a typical day. Which is a big jump, but I'd say it's the kind of jump you'd expect once the second and third teams come on board.
- Siân PritchardRight. And what does the record say about who they are? Because I'd like to know if it's the same ten people asking more questions, or genuinely new faces.
- Daniel OkaforFair question, and I think it's mostly new faces, though let me be careful. If I scroll across to the breakdown by team... yes. Key accounts and collections are both well up, and complaints has started to show. Before, it was largely your own group and a handful of early users.
- Siân PritchardThat matches what I see. I want to be honest about it though, thirty people is a good start, but we've got a hundred and eighty licences. So there's a long way to go before I can say the whole business is using it.
- Daniel OkaforYes, and I'd put it the same way. A hundred and eighty on Enterprise is the full company-wide picture, and you're about a sixth of the way in. I wouldn't call that a problem. It's headroom. The licences are paid for, so every team that joins is more value from what you already have.
- Siân PritchardMm. That's a helpful way to frame it, because I'm going to be asked what we're getting for the money, and I'd rather answer with something I can measure.
- Daniel OkaforSure. That's the thing I'd like to talk about a bit later, if that's all right. Just so I close the loop on the practical side first. Were there any tickets you wanted to raise? I can see three over the last month, and none of them were urgent.
- Siân PritchardThree sounds about right. Nothing that kept me awake. One of them was me being impatient, if I'm honest, so I wouldn't read anything into that.
- Daniel OkaforHa, no, that's quite all right. Impatience is useful, it tells us where people are leaning on it. Were the other two resolved to your satisfaction?
- Siân PritchardYes. They were answered quickly and the team lead who raised hers said the person on the other end knew what they were talking about. So, no complaints there.
- Daniel OkaforGood. I'll pass that on. They like to hear it.
- Siân PritchardDo. Now, can I raise something that's been on my mind? The complaints side. We have rules from the regulator about how quickly we answer a complaint and what the answer has to contain, and I never let a deadline slip. What I'd like is for the brain to help us show, case by case, that we had the full picture before we replied.
- Daniel OkaforYes. Say a bit more about what that would look like for you. Is it a record of what was looked at, or is it more about making sure nothing was missed in the first place?
- Siân PritchardBoth, but the second first. If somebody answers a complaint from the bill alone and misses that there was a call last week where we promised something, that's the risk. So the view has to pull the calls and the contract and the bill together at the point of answering.
- Daniel OkaforRight. And that's what you've been seeing the complaints team do this week, from what you described at the start.
- Siân PritchardThat's it, yes. But it's one team lead who's worked out the right questions to ask. I need that to be the norm rather than the exception.
- Daniel OkaforUnderstood. So what's missing isn't the data, it's a shared way of asking. We could do a short session with the complaints team where I walk through how your team lead frames her questions, and we turn that into pages everyone else can open. Would that be useful?
- Siân PritchardThat would be very useful. Could it be hands-on rather than slides? They learn faster when it's their own cases on the screen.
- Daniel OkaforAbsolutely, their own cases. I'd want to keep the sensitive ones out of any shared material, but we can sort that out beforehand between us. Shall I put a few dates to you by the end of the week?
- Siân PritchardPlease. Late next week would be best for me, if you can, and I'll try to get both team leads in.
- Daniel OkaforI'll come back to you by Friday with something firm. And while I'm thinking of it, how are you finding the sign-in side? Now that more people are coming in, is it still smooth for them?
- Siân PritchardIt's been fine. Our IT people set it up with single sign-on at the start and I've not heard a squeak since. The only comment I've had is people wanting to know why they can't see a particular page, and that's usually down to which team they sit in.
- Daniel OkaforThat's the access rules doing their job. If there's a page that should be open to more people, send me the name and we'll look at whether it's right to widen it. I'd rather check than guess.
- Siân PritchardGood. Will do.
- Daniel OkaforSorry, I've just been looking back at my notes from last time. You mentioned wanting to show what the data is worth. Is that still where your head is?
- Siân PritchardIt is, and it's getting more urgent. I'm speaking at an industry event later in the year, and I'd like to stand up and say something that's true. Not a vague claim about efficiency. A number, or at least a clear before and after.
- Daniel OkaforI like that. Let's measure it before we claim it, as you'd say.
- Siân PritchardHa, you've been listening. Yes. So I don't want you to hand me a figure. I want us to agree what we're going to measure, and then measure it.
- Daniel OkaforOf course. Let me put a couple of options to you and you tell me what's realistic for your teams. The first is how many questions people ask each month, and who's asking them. That's the simplest measure of whether the brain is part of the working day. The second is something on your side, like the time it takes to prepare an answer to a complaint, which only you can time.
- Siân PritchardThe second one is what I really care about, and it's the one I can't claim today, because I haven't got a before. Nobody timed the old way.
- Daniel OkaforThat's honest, and it's quite common. What some customers do is take a small sample of recent cases and ask the people who handled them roughly how long they took. It's not perfect, but it gives you a fair baseline, and then you compare the next sample.
- Siân PritchardI could do that. A dozen cases, perhaps, I'd have to ask the team leads what's reasonable. I'd rather it was a small honest sample than a big sloppy one.
- Daniel OkaforAgreed. And I can support from my end with the usage side, so that when you say people were asking it, you've got the questions to back it up.
- Siân PritchardPerfect. Now, the thing I haven't said out loud is that I know the contract comes up in January. I'd like to be clear in my own head what this costs and what we're getting before anyone starts that conversation. We're at one hundred and fifteen thousand a year, and I'd rather be the one who brings the answer.
- Daniel OkaforThat's right. It's one hundred and fifteen thousand pounds a year on Enterprise, and the current term runs to 9 Jan 2026. I don't want you to feel there's a clock on this today, we've got plenty of time, and I'll raise the renewal properly and well ahead of it. But I'm glad you're thinking about it early, because it means we can build the value case together over the next few months.
- Siân PritchardGood. I don't like surprises, especially on money, and I want the finance side to hear it from me with the evidence in front of them.
- Daniel OkaforThat makes sense to me. So what I can do is put together a short summary for you before the training session. Usage by team, questions asked, who's asking, and where there's still room. You can take what's useful from it and leave the rest.
- Siân PritchardYes please. And can it say where the gaps are, not just the good news? If a team isn't using it I need to know, so I can go and have a conversation with them.
- Daniel OkaforOf course. It'll be the whole picture. Just to be clear, the teams that haven't started are the opportunity, and I'd present them that way. We've spoken about key accounts, collections and complaints. Is there another group you'd want to bring in next?
- Siân PritchardI've been thinking about the people who handle the customers' queries when they first come in. They see a lot, and they're probably the ones who most often don't have the bill and the contract to hand. But I want to bed in the three we've got first. I don't want to spread us too thin.
- Daniel OkaforI think that's wise. Get the three solid, then add the fourth with a clear reason. And when you're ready I can talk you through what extra connectors or users might look like, if that's even needed. With a hundred and eighty licences I suspect users aren't the constraint yet.
- Siân PritchardNo, I'd agree. Not yet. Let me see what the dozen cases tell us first.
- Daniel OkaforGood. Is there anything on your side that I could be doing differently? Something that would make this easier for the team leads?
- Siân PritchardHm. Honestly, one thing. When new people start, there's no quick guide on how to ask the brain a good question. I've been writing little notes myself. If you've got something, even a page, I'd use it.
- Daniel OkaforThere is a short guide we give to teams, and I'd be glad to tailor it with your examples, the bills and the complaint cases, so it reads like your business rather than ours. I'll draft it and you tell me what's wrong with it.
- Siân PritchardI will, gladly. I'm a very honest editor.
- Daniel OkaforI'm counting on it. Just to close the loop on what we've agreed, so we're both clear. First, I'll send you some dates for the hands-on session with the complaints team by Friday. Second, I'll prepare a usage summary, team by team, with the gaps shown alongside the good news. Third, I'll draft the short guide using your examples.
- Siân PritchardAnd on my side, I'll take a sample of recent complaint cases and ask the team leads how long they roughly took, so we have a baseline. And I'll send you the name of that page I mentioned if I think more people should be able to see it.
- Daniel OkaforLovely. That's all I had. Is there anything else on your mind that we haven't covered?
- Siân PritchardI don't think so. Well, one thing, and it's not a request. I wanted to say thank you. When we signed, I'd worried this would be another project that took a year to show anything. It hasn't been.
- Daniel OkaforThat's kind of you, and I'll pass it on to the team who did the connecting work. It's a good deal down to you, though. You had a clear idea of what you wanted it to do, and you kept the teams focused on it.
- Siân PritchardHa, well. We'll see how the next few months go. I'll hold the praise until I've got the numbers.
- Daniel OkaforThat seems very fair, and I'd expect nothing less. Right, I'll let you get back to your day. How are you getting on with the afternoon, are you in the office?
- Siân PritchardBack to back until the end of the day, I'm afraid. But I've got a sandwich on the desk and I'm going to defend it.
- Daniel OkaforHa, do. I'll be in touch by Friday with those dates, and the summary will follow. Thank you again for your time, Siân.
- Siân PritchardThank you, Daniel. Speak soon. Diolch.
- Daniel OkaforBest wishes, bye for now.
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