Brimscombe Energy / BB-Demo – Check In
Callcompleted
Brimscombe Energy · 2025-07-31 12:45
Siân Pritchard said the brain is delivering what was promised at signing. Active people are up by well over a third. A good share of questions comes from her and a couple of analysts, and the value case is still being built.
What was said
What this says
Current to 13 Oct 26Siân Pritchard said the brain is delivering what was promised at signing. Active people are up by well over a third. A good share of questions comes from her and a couple of analysts, and the value case is still being built.
What happened: Daniel Okafor and Siân Pritchard met on 31 Jul 2025. She described key accounts, collections and complaints all using the brain, with answers checked against source records.
Usage: Active people are up by well over a third, against 180 licensed users. Siân acknowledged that a good share of questions comes from her and a couple of analysts.
Value: She is preparing a leadership picture and will not claim hours saved without a before and after baseline. Daniel offered to put usage and her figures on one page.
Renewal: Daniel flagged that the term runs to 9 Jan 2026. Siân expects no issue and wants the evidence first.
Watch: key-person concentration and slow induction of new joiners.
Themes
Current to 9 Oct 26Theme
Usage growth and value case
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Siân Pritchard the usage split by team and by who is asking by the end of next week.
- Daniel Okafor to draft a one-page starter guide for new joiners.
- Siân Pritchard to supply a before and after complaint-handling baseline, and the names for a billing and onboarding session.
Risks
Current to 9 Oct 26- A good share of questions comes from Siân Pritchard and a couple of analysts, which is a key-person risk.
- The value case rests on a complaint-handling baseline that Siân Pritchard has not yet obtained.
- New joiners take a week or two to learn the brain exists.
Opportunities
Current to 9 Oct 26- Billing and onboarding staff could be trained and added, with 180 licensed users and far fewer active.
- Another team has asked about having its material in the brain, though it is early.
Transcript
Daniel Okafor NoneHello Siân, can you hear me alright?
Siân Pritchard NoneI can, yes. Afternoon, Daniel. Sorry, I'm just putting a sandwich down, give me one second.- Daniel Okafor NoneNo rush at all. Thank you for making the time, I know this week has been busy for you. I think it's just the two of us today?
- Siân Pritchard NoneJust us. Tom said he might pop in but I think he's tied up with a customer.
- Daniel Okafor NoneThat's fine, I'll make sure he gets a note afterwards. How has your week been?
- Siân Pritchard NoneBusy, but in a good way. Shall I do the usual, what the teams asked the brain this week?
- Daniel Okafor NonePlease. That's honestly my favourite part of these calls.
- Siân Pritchard NoneRight, so the key-account team were asking it about a group of sites that all sit under one parent business, and they wanted the contracts, the recent calls and the last few bills in one place before a renewal meeting. That used to be a morning of opening four different systems. Collections asked which of their overdue customers had also raised a complaint recently, because they don't want to chase someone who's already upset with us. And the complaints team used it to pull the full history on a case, so the response goes out with everything checked. One customer, one view. It's what we said we'd get when we signed, and it's actually happening now.
- Daniel Okafor NoneThat's lovely to hear, and the collections one is a good example. Just to close the loop on something, is that the same team who were a bit sceptical at the start?
- Siân Pritchard NoneIt is, yes. Well, sceptical is fair. They had a spreadsheet they trusted, and it took a few weeks of seeing the brain agree with the spreadsheet before they let go of it.
- Daniel Okafor NoneMm. That's very common, trust comes from the boring checks. How is the team finding it day to day?
- Siân Pritchard NoneBetter than they'd say out loud. I hear it in the way they talk, they say 'ask the brain' now like it's a colleague. The complaints team are the happiest, to be honest, because they've got deadlines set by the regulator and they can't let one slip. Anything that gets them to the facts faster, they'll use.
- Daniel Okafor NoneAnd the deadlines are fixed, so there's real pressure there. Do they check the answers themselves before anything goes out?
- Siân Pritchard NoneAlways. Every answer has a source underneath it and they open the record. What does the record say, that's the rule. Nobody sends anything because the brain said so.
- Daniel Okafor NoneGood. That's exactly how I'd want it used. Can I share my screen and show you what I'm seeing on usage? I've got a summary from the last quarter.
- Siân Pritchard NonePlease, go ahead.
- Daniel Okafor NoneBear with me, it's loading. There we are. Can you see it okay?
- Siân Pritchard NoneI can see it, yes. A little small but I can read it.
- Daniel Okafor NoneI'll make it bigger. Right, so the headline is that usage has grown nicely on last quarter. Active people are up by well over a third, which is a big move for a customer that was already well established. And it isn't one or two enthusiasts, it's spread across the three teams you built this for.
- Siân Pritchard NoneHm. Which is what I'd hoped, but let's measure it before we claim it. Is that spread by team or is it just a count of logins?
- Daniel Okafor NoneFair question. It's active people, so anyone who's asked something or opened a page in the period, and I can split it by team from the licence details. I'd rather give you that properly than guess it now, so I'll come back to you by the end of next week with the split.
- Siân Pritchard NoneThat would help. Because when I talk about this internally I don't want to say it's up and then get asked up from what.
- Daniel Okafor NoneAbsolutely. And you've got 180 licensed users, so there's a lot of headroom still. Daily use is nowhere near that number.
- Siân Pritchard NoneNo, and I don't think it should be. Not everyone in a supplier needs it every day. But there are people in billing and onboarding who I think would get value and haven't been shown it yet.
- Daniel Okafor NoneMm. Would those be people you'd want trained, or is it more that they need to be asked?
- Siân Pritchard NoneBit of both. Some need to be asked and some need an hour with someone showing them what a good question looks like. The ones who get stuck usually type something too vague, like 'tell me about this customer', and get a vague answer back.
- Daniel Okafor NoneThat's very common. A good question names the customer, the thing you want and the period. We can run a short session for them if that helps, either you or one of ours can lead. I can include examples from your own complaint cases, if you're comfortable with that.
- Siân Pritchard NoneI'd rather we used examples with the details removed, but yes. I'll think about who to invite and let you know.
- Daniel Okafor NonePerfect, I'll note it as something we'll set up once you've got the names.
- Daniel Okafor NoneThe other thing on this screen is support. There were two tickets in the last month, and one was flagged high priority. Just to close the loop, I wanted to check how that landed from your side.
- Siân Pritchard NoneLet me think. Yes, that was the one our analyst raised, when something didn't look right first thing. It was dealt with, and it didn't hold the teams up, I'll say that. I'd rather it hadn't happened but the response was quick.
- Daniel Okafor NoneThank you, that's useful. On Enterprise the urgent ones should get the fastest response we offer, and I'd want to be sure it felt that way to you.
- Siân Pritchard NoneIt did. I had a reply quickly and a name on it, which matters to me more than the fix being instant. Someone owning it.
- Daniel Okafor NoneAnd the other one was routine, I think. Nothing you'd want me to chase?
- Siân Pritchard NoneNothing I know of. If it were a problem I'd have shouted.
- Daniel Okafor NoneI'd expect nothing less, honestly.
- Siân Pritchard NoneCan I ask you something about the value side, actually? I've been asked to put together something for our leadership, a proper picture of what the brain's worth to us. And I'm wary, because I don't want to say it saves hours if I can't show it.
- Daniel Okafor NoneThat's the right instinct, and it's the thing that gets people into trouble at renewal, honestly, when nobody can say what it's worth. What would you want to be able to say? Time saved, fewer missed deadlines, something on the bills?
- Siân Pritchard NoneMostly time and consistency. How long a complaint takes to answer from the day it lands, and how often two teams quoted different facts to the same customer. We used to find that out after the event. Now I think it's rare but I couldn't tell you how rare.
- Daniel Okafor NoneRight. So there are two things we can measure. One is how many questions each team has asked the brain, month on month, which is the cleanest indication of whether people rely on it. The other is on your side, the complaint handling times from before and after. I can't see those, you'd own that number.
- Siân Pritchard NoneNo, those would come from our complaints system, I'd need to ask for a baseline from the time before we went live.
- Daniel Okafor NoneIf you can get me a before and after in whatever form you have, I can put it alongside the usage in one page. Then it's your evidence, not our marketing.
- Siân Pritchard NoneI like that. Measure it before we claim it. Diolch.
- Daniel Okafor NoneIt'll also give Tom something concrete when he's talking to your leadership.
- Siân Pritchard NoneSpeaking of which, I've been asked to talk about the brain again at a customer event. I'd want to be honest about it, what worked and what was hard. Would that be alright with you?
- Daniel Okafor NoneI'd be delighted, and I'd rather you were honest. People trust that more. If it helps I can go through the slides with you beforehand, just to make sure nothing is out of date.
- Siân Pritchard NoneWhat was hard, if I'm honest, was the first couple of months on the data. Getting the sites and the contracts to agree between systems. Lots of untidy records that nobody had looked at in years.
- Daniel Okafor NoneI remember. You spent a lot of patience on that, and it's why it works now. The brain is only as good as the records underneath.
- Siân Pritchard NoneMm. And that's an ongoing thing, we still find odd ones. But now when something's wrong it shows up quickly, because somebody asks a question and the answer looks off.
- Daniel Okafor NoneWhich is a good sign in its own way, you're finding problems earlier. Can I ask about the sources? Are there any systems changing on your side, anything new that you'd want the brain to read, or anything being retired?
- Siân Pritchard NoneHmm. Let me think. Nothing being retired that I know of. There's been a conversation about another team wanting their material in there, but it's early and I don't want to promise anything.
- Daniel Okafor NoneThat's fine, no pressure. If it firms up, tell me what system it's in and who owns it, and I can tell you what it would involve before anyone commits. Sometimes it's simple and sometimes it's more complicated, I'd rather you heard that from me.
- Siân Pritchard NoneWill do. And I'd go through Tom if there's anything commercial.
- Daniel Okafor NoneOf course. Tom is the person for that, and I'll let him know it came up so he isn't surprised.
- Daniel Okafor NoneCan I just flag something that's a way off, so it's not a surprise? Your current term runs to 9 Jan 2026. I'm not here to open a negotiation today, that's months away. I'd just like us to start thinking about it in the autumn, with the value picture you're building, so that when we sit down it's an easy conversation.
- Siân Pritchard NoneThat's helpful, thank you. Honestly, I think that's the right order. Get the evidence first, then talk about the renewal. I don't expect an issue, but I'd say that, wouldn't I.
- Daniel Okafor NoneNot at all. And it's the same for me, I'd rather know early if anything about the arrangement isn't working for you, whether that's the users, the support or the contract. Is there anything you'd change today?
- Siân Pritchard NoneLet me think. Not the contract. What I'd change is how quickly new joiners get started. People turn up and they don't know the brain exists for a week or two. It's a bit of an induction thing, nothing to do with you.
- Daniel Okafor NoneThat's useful though, and I think we can help. A short starter guide written around your own teams, a page that your managers can hand to someone on day one. Would that be worth having?
- Siân Pritchard NoneYes, definitely. Keep it to one page, if you can. They won't read two.
- Daniel Okafor NoneOne page, then. I'll draft it and you tell me what's wrong with it.
- Siân Pritchard NoneOh, I will.
- Daniel Okafor NoneBefore we go on, how did your last event go? You mentioned the last time that you were nervous about it.
- Siân Pritchard NoneOh, that was fine in the end. Fewer questions than I'd feared, though somebody did ask whether the data stays in our own environment, and it was nice to say yes, it all sits in our own Snowflake account.
- Daniel Okafor NoneThat's the question we get most. It's a good thing to be able to say plainly. Control of the data remains with you.
- Siân Pritchard NoneIs it as warm with you as it is here? Our air conditioning gave up this morning and the office is baking.
- Daniel Okafor NoneIt's lovely out, though I'm working from the kitchen with a fan pointing at me. I'm not complaining.
- Daniel Okafor NoneOne more thing on usage, and it's a habit of mine. I like to look at who is asking the questions, because if too much rests on one or two people it's a risk if they go on holiday or move on. How would you describe it on your side?
- Siân Pritchard NoneHonestly, a good share of the questions come from me and a couple of analysts. I know that. It's partly why I want the induction page and the session for billing and onboarding.
- Daniel Okafor NoneGood, that connects up nicely. The more people you have asking, the less it hangs on any one person, including you. And you'd get your weekends back.
- Siân Pritchard NoneHa. I'd settle for an evening.
- Daniel Okafor NoneLet me read back what I've got, just to close the loop. And stop me if I've got any of this wrong. First, I'll send you the usage split by team, and by who is asking, by the end of next week. Second, I'll draft the one-page starter guide for new joiners. Third, we'll look at a short session for billing and onboarding once you have the names. And fourth, you're going to dig out a before and after on complaint handling times, so we can put real evidence next to the usage.
- Siân Pritchard NoneThat's right. The baseline might take me a bit longer than a week, I need to ask the complaints team to pull it, and they're busy at the moment. Is that all right?
- Daniel Okafor NoneCompletely fine. Send me whatever you can when you can. I won't chase you for it, and if you've only got part of it, it's still worth seeing.
- Siân Pritchard NoneGood. I think that's everything on my side. Have you got anything else?
- Daniel Okafor NoneOnly to say thank you. It's good to hear it's being used the way we hoped, and that the teams trust it. I'll talk to Tom and make sure he knows how the call went.
- Siân Pritchard NonePlease do. Tell him I said hello. And thank you, Daniel, I appreciate the follow-through, it's rarer than it should be.
- Daniel Okafor NoneThat's kind. I'll send a short note this afternoon with what we agreed, so we both have it written down.
- Siân Pritchard NoneLovely. Enjoy what's left of the sunshine.
- Daniel Okafor NoneYou too. Speak soon, Siân.
- Siân Pritchard NoneDiolch, Daniel. Bye for now.
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