Brimscombe Energy / BB-Demo – Renewal
Callcompleted
Brimscombe Energy · 2025-11-26 15:15
Brimscombe Energy's Chief Customer Officer wants the year-two number in writing before anything is signed. Collections want more users added, and a second internal view is needed before a yes.
What was said
What this says
Current to 13 Oct 26Brimscombe Energy's Chief Customer Officer wants the year-two number in writing before anything is signed. Collections want more users added, and a second internal view is needed before a yes.
What happened: On 26 Nov 2025 Tom Ashdown and Daniel Okafor walked Graham Tovey and Mandy Gasson through the renewal. Both were told the plan is to stay on Enterprise from 10 Jan 2026, aiming to agree by 19 Dec 2025.
Customer view: Mandy said collections use it daily and she would put more people on it. Graham asked for the number early and wants a second view from inside the business before he signs.
Commercial: The CRM renewal deal shows £120k, described as total deal value, not the annual subscription. The current order form is £115k a year, and Tom owes the make-up in writing.
Watch: Graham called three quarters of the licence idle. Mandy's concern is training so new users do not lose trust.
Themes
Current to 9 Oct 26Theme
Enterprise renewal, year two
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown sends the renewal figures in writing, with the make-up of the £120,500, commercial terms only.
- Daniel Okafor sends the records trace note, the ticket list and one-hour training dates for collections.
- Mandy Gasson sends names of people to add by the end of the week.
Risks
Current to 9 Oct 26- The CRM deal value of £120,500 differs from the £115,000 order form and is unexplained until Tom confirms the make-up.
- Graham will not sign before a second internal view, and the 19 Dec 2025 target depends on early paperwork.
- Poor training for new collections users could erode trust in the answers.
Opportunities
Current to 9 Oct 26- Collections have more agents waiting for access within the existing licence.
- Complaints would like more call history, which may touch connectors and the contract.
Transcript
Daniel Okafor NoneHello, can you hear me all right? I think I'm a minute early, so I'll just wait for the others to come in.
Tom Ashdown NoneAfternoon, Daniel. Yeah, loud and clear. How's your week been?- Daniel Okafor NoneBusy but good, thank you. A lot of rain on the commute, mostly. Yours?
- Tom Ashdown NoneSame, no drama. Spent half of Monday trying to park near the station, which tells you everything about my week.
Mandy Gasson NoneHello. Sorry, I'm in a meeting room, can you hear me?- Daniel Okafor NonePerfectly, Mandy, thank you for making the time. Just to check who's here: Tom, myself and you. Is Graham joining us?
- Mandy Gasson NoneHe's finishing something with the complaints team. Two minutes, he said. Which means five.
- Tom Ashdown NoneHa. Well, how's your end, Mandy? Winter bills starting to bite?
- Mandy Gasson NoneAlways. November is when the disputes pile up. People switch the heating on and then they ring us. Sites with a query, sites with a complaint. It's a lot.
- Tom Ashdown NoneI can imagine. Sixty thousand sites and every one of them with an opinion.
- Mandy Gasson NoneAround that, yes. Not all of them with the right opinion.
Graham Tovey NoneGood afternoon, everyone. Apologies for the delay. Can someone give me the headline?- Daniel Okafor NoneOf course, Graham, thanks for joining. The headline is that the first year has been steady, usage is climbing, there's nothing urgent open with our support team, and we'd like to agree the renewal in good time before the contract ends on 9 Jan 2026. Tom and I would like to walk through where things stand, hear what you want from the second year, and make sure nothing comes as a surprise.
- Graham Tovey NoneGood. Tell me early, not late, and we'll get on well. Go on.
- Daniel Okafor NoneUnderstood. So, usage first. The number of people active in the brain each month has gone up by about a quarter compared with the previous quarter. We're averaging around forty-seven active people, which is a good move in the right direction. How is the team finding it, Mandy? You're probably closest to the day to day.
- Mandy Gasson NoneMy team uses it. Collections uses it daily now. They look up a site, see the contract, the calls, the bills and whether there's a complaint open. Before, that was four screens.
- Daniel Okafor NoneThat's lovely to hear. And the complaint flag specifically, is that what the team reaches for first?
- Mandy Gasson NoneFirst, yes. Is that site in dispute? That's the question. If it is, nobody chases. Simple.
- Graham Tovey NoneWhat does the customer see, though? If a business customer rings in, is the agent seeing the same picture the collections team sees?
- Daniel Okafor NoneThat's a fair question, Graham. Key-account and complaints teams look at the same record for a site, so what the agent sees on a call is the same contract and bill history that collections is looking at. Where the two used to drift is when somebody updated one system and not the other, and the brain reads from both.
- Graham Tovey NoneAnd how does this hold up with Ofgem? If they ask how we handled a complaint, can we show it?
- Daniel Okafor NoneYes, I think so. Everything runs inside your own Snowflake account, so the data never leaves your environment, and the answers point back to the underlying records: the call, the email, the ticket, the invoice. I wouldn't want to speak for your regulatory team on what the regulator accepts, but the trail is there for them to use.
- Graham Tovey NoneThat's the right answer. I'll want a second view from inside the business on that before I sign anything. That's not a worry, it's how I work.
- Daniel Okafor NoneCompletely fair, and we'd expect it. Just to close the loop on that, would it help if I put together a short note on how the records trace back? Something your team can read without a call.
- Graham Tovey NoneYes, please. Short.
- Daniel Okafor NoneShort. Noted.
- Tom Ashdown NoneCan I jump in, just on the commercial side so we're all looking at the same thing? We're at the end of the first year. Customer since 10 Jan 2025, you're on Enterprise, and the current order form is one hundred and fifteen thousand pounds a year, so £115,000. Licensed for one hundred and eighty users. Is that how you see it, Mandy?
- Mandy Gasson NoneThat's what's on the invoices. I checked this morning. The ledger says the same, and nothing overdue on our side, before you ask.
- Tom Ashdown NoneI wasn't going to, but thank you. No drama there, that's all good news.
- Mandy Gasson NoneI'll believe the renewal figure when it reconciles with that. So what's the number for year two?
- Tom Ashdown NoneRight. So, I'll be straight with you. In our system the renewal deal is showing at £120,500. That's the total value of the deal as we've got it recorded, not the annual subscription, and I don't want to quote you how that breaks down from memory. Let me confirm the make-up against the paperwork and put it in writing.
- Graham Tovey NoneThat's about five thousand more than we pay a year now.
- Tom Ashdown NoneIt is, and that's exactly why I'd rather not guess at it on a call. The annual figure on the order form today is £115,000. I'll tell you what's inside the difference as soon as I've checked, and you'll have it before anything goes in front of you to sign.
- Graham Tovey NoneGood. That's what I mean by early. I don't want to read a number for the first time on a document.
- Tom Ashdown NoneFair enough. Leave that with me. I'll put it in an email so you've got it in black and white.
- Mandy Gasson NoneCopy me. Not with anything about our credit position, I don't discuss that by email with sales. Just the commercial terms.
- Tom Ashdown NoneUnderstood. Commercial terms only. Nothing on credit.
- Daniel Okafor NoneCan I go back to something, Graham? You asked what the customer sees. I think one of the things worth talking about for year two is who else gets to see it. At the moment around forty-seven people are active, and you're licensed for a hundred and eighty.
- Graham Tovey NoneSo three quarters of the licence is sitting idle.
- Daniel Okafor NoneI'd put it more kindly, but it's headroom, yes. It means you can bring more people on without paying anything extra. Which teams haven't started? I don't want to guess.
- Mandy Gasson NoneMy side, we've got more collections agents who haven't been given access. We started with the team leaders and the people on disputes. The rest were waiting to see if it stuck.
- Graham Tovey NoneAnd has it stuck?
- Mandy Gasson NoneIt's stuck. I'd put more people on it. Honestly, my only worry is the training. If they use it wrong, they'll see something that doesn't match a statement, and they'll stop trusting it.
- Daniel Okafor NoneThat's a sensible worry. We could run a couple of short training sessions for the new collections people, and I'd sit in on the first one myself. Would that help?
- Mandy Gasson NoneIt would. Keep it to one hour. They won't sit through more.
- Daniel Okafor NoneOne hour. I'll come back to you by the end of next week with a couple of dates.
- Graham Tovey NoneWhat about complaints? Same position?
- Daniel Okafor NoneI think the complaints team is already using it quite well, but I'd rather you told me. You've got visibility across them, I haven't.
- Graham Tovey NoneThey like it. They'd like more of the call history, going back further. That's a conversation for later, it's not a condition.
- Daniel Okafor NoneNoted, and I'll flag it to the team on our side so it's on the list, not lost. I'd rather look at what's connected before promising anything. Tom, anything on that from your side?
- Tom Ashdown NoneOnly that if it ends up meaning a change to what's connected, I'll tell you what it touches in the contract before anyone does any work. Not after.
- Graham Tovey NoneGood.
- Mandy Gasson NoneCan I ask about support? Three tickets last month, I think. Were any of them ours to worry about?
- Daniel Okafor NoneThree in the last thirty days, none of them high priority. Ordinary how-to questions and one about a refresh. All answered inside the response times for Enterprise. I looked at them this morning, so I'm happy to send the list if you'd like.
- Mandy Gasson NoneSend the list. And the refresh one, was the data stale?
- Daniel Okafor NoneIt was a question about timing rather than a miss, as far as I can see, but I'll confirm that properly and tell you in the note. I don't want to say more than I know.
- Mandy Gasson NoneFine. I'll believe it when it reconciles.
- Daniel Okafor NoneHa, I'd expect nothing less, Mandy.
- Graham Tovey NoneSo where do we land? What is the renewal, in a sentence?
- Tom Ashdown NoneIn a sentence: you stay on Enterprise, same one hundred and eighty users, the contract rolls over from 10 Jan 2026, we're aiming to have it agreed by 19 Dec 2025, and I confirm the numbers in writing first.
- Graham Tovey NoneAnd that date, 19 December. Is that a hard date?
- Tom Ashdown NoneIt's the date we've pencilled in, so we're not racing the end of the contract over Christmas. It isn't a deadline from our side, the contract runs to 9 Jan 2026. I'd just rather not leave it to the last week of December.
- Graham Tovey NoneAgreed. Nobody wants to sign in the last week of December. Send me the paperwork early in December and I'll have the second view by then.
- Tom Ashdown NoneBrilliant. Let's get something in the diary, too, so it doesn't drift. Daniel, can you pick a slot for a short follow-up in the first half of December?
- Daniel Okafor NoneOf course. I'll send a few options with the training dates, so it's one email for you to look at rather than two.
- Mandy Gasson NoneOne email. Good.
- Graham Tovey NoneBefore we finish. How has the support been, Daniel, from your side? Anything I should know about that I haven't been told?
- Daniel Okafor NoneNothing hidden, Graham. If there's something, you'd hear it from me first. The one thing I'd flag is the point we've covered: a lot of unused licence, and a team who'd like to use it. That's the opportunity, as I see it.
- Graham Tovey NoneGood. Then let's do exactly that.
- Daniel Okafor NoneJust to close the loop, so we're all clear. Tom sends the renewal figures in writing, with the make-up of the £120,500 explained, and the paperwork early in December. I send the short note on how the records trace back, the ticket list and training dates for the collections team. Mandy, could you send me the names of the people you'd like added?
- Mandy Gasson NoneI'll send you names by the end of the week. Team leaders will check them first.
- Graham Tovey NoneAnd I'll get the second view internally and come back to you on whether it's a yes.
- Tom Ashdown NoneLovely. That's the whole list, I think. Thanks all, it's been a good one, honestly.
- Daniel Okafor NoneThank you, everyone, for your time, and for being so open. Speak soon.
- Mandy Gasson NoneThanks. Bye.
- Graham Tovey NoneThank you. Goodbye.
Callsmade from