Brimscombe Energy / BG-Demo – Check In
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Brimscombe Energy · 15 Apr 2026 12:30
Siân Pritchard and Daniel Okafor met on 15 Apr 2026. Usage is flat, tickets are minor and invoicing is clean, but Siân cannot yet quantify the value and her finance director will ask at renewal.
What was said
What this says
As at Fri 9 Oct 2026Siân Pritchard and Daniel Okafor met on 15 Apr 2026. Usage is flat, tickets are minor and invoicing is clean, but Siân cannot yet quantify the value and her finance director will ask at renewal.
What happened: Daniel found active users close to flat in the high thirties against 180 licences. Siân said 180 was bought for where the company wants to be, not where it is.
Customer view: Complaints and key accounts use the brain to think, while collections still keep a spreadsheet beside it. Siân will not claim savings she has not measured and plans to time ten complaint files.
Commercial: Daniel restated the contract end of 9 Jan 2027, renewal on 10 Jan 2027 and £120k a year, with nothing overdue. Siân said her finance director will ask what the company got for it.
Watch: Siân fears the regulator may ask for complaint evidence, and final responses may sit in a shared drive the brain does not index. A contact centre call-recording change is only talk so far.
Themes
As at Fri 9 Oct 2026Theme
Proving value pre-renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor sends usage split by team and a before picture on questions asked by the end of the following week.
- Daniel Okafor checks the user list and which shared locations are indexed, and reports back by Friday.
- Siân Pritchard has the complaints team lead time ten complaint files and sends the question list and collections spreadsheet examples.
Risks
As at Fri 9 Oct 2026- Value is unmeasured, so the finance director's question at renewal on 10 Jan 2027 may find no evidence.
- Collections still rely on their own spreadsheet, and active users are flat well below 180 licences.
- Complaint final responses may be saved in a shared drive the brain does not index, weakening a regulator trail.
Opportunities
As at Fri 9 Oct 2026- Key accounts want their own dashboard, which the dashboards builder in their plan already supports.
- A practical session on real complaint questions could lift questions asked from the complaints team.
Transcript
Daniel OkaforGood afternoon, Siân, can you hear me alright?
Siân PritchardI can, yes. Hello Daniel. Give me a second, I'm just turning the other screen off. The sun's coming straight through the window.- Daniel OkaforNo rush at all. Thank you for making the time, I know it's been a full week. Just to check who has joined, it's the two of us today?
- Siân PritchardJust the two of us. Someone from collections was going to dial in but she's been pulled into a customer meeting, so you've got me.
- Daniel OkaforThat's absolutely fine. Are you in Gloucester today or working from home?
- Siân PritchardIn the office. Rain all morning and then it stopped about ten minutes before I got to my desk, which feels typical.
- Daniel OkaforTypical, yes. We had the same in London, I got properly wet coming from the station.
- Siân PritchardWell, shall I start? I like to start with what the teams have been asking, it keeps me honest.
- Daniel OkaforPlease, I'd love that.
- Siân PritchardSo this week the key-account team have been asking the brain for every site that has a contract ending in the next quarter, alongside the last call we had with that customer. That's become almost a Monday morning habit for them. Collections have been asking which customers with overdue bills have also got an open complaint, because we don't want to chase someone in the morning who we've upset in the afternoon. And the complaints team, which is the one I care about most, have been pulling the full history for a customer before they draft the response, so the answer meets the regulator's rules and nobody has to open four systems to get there.
- Daniel OkaforThat's lovely to hear, and it's the pattern I hoped for when we set it up. Just to close the loop on the complaints one, is that mostly chat, or are they building pages?
- Siân PritchardMostly chat. A couple of them have built pages they reuse, one per complaint category. But what does the record say? I'd rather look at it than guess. You've got the usage view there?
- Daniel OkaforI have. So over the last quarter, active users are very close to flat. A touch down, a percent or so, nothing I'd call a movement. We're in the high thirties on a typical day, against the hundred and eighty licences.
- Siân PritchardRight. I'd expect that, honestly. A hundred and eighty was the number we bought for where we want to be, not where we are. A lot of those are people who open it when a particular thing comes up, a complaint or a contract review, not daily.
- Daniel OkaforThat makes sense. How is the team finding it, the ones who don't use it daily? Do they find their way quickly when they need it?
- Siân PritchardMostly. The ones who struggle say they forget what to ask. Which is a training thing, not a product thing. I think.
- Daniel OkaforMm. That's useful. I can do a short session for them, half an hour or so, built around the questions the complaints team find most useful, and we can make it something they keep.
- Siân PritchardYes, I'd like that. Let's measure it before we claim it, though. If we run the session, I want to see whether the questions asked from that group go up afterwards, not just have everyone say it was nice.
- Daniel OkaforCompletely. Questions asked is the best measure I've got, and I can split it by team so you see who's asking. I'll come back to you by the end of next week with a before picture.
- Siân PritchardGood. That's the baseline, then.
- Daniel OkaforWhile we're on the numbers, two tickets came in this month, both from your side. Both how-to, nothing urgent, both closed. I wanted to check you were happy with how they were handled.
- Siân PritchardYes, I saw them. One was a colleague asking how to share a saved search with the rest of the team, and the other was me, if I'm honest, asking why a page was showing the wrong ordering. Both answered the same day. No complaints from me.
- Daniel OkaforGood, I'm glad. Nothing high priority at all, which is how I like it. And the nightly refresh, are the teams getting what they need by the morning? It should be complete by seven on business days.
- Siân PritchardSeven is fine. Complaints start at eight and key accounts a bit later. If it were late I'd have heard about it before you did, believe me.
- Daniel OkaforI believe you. Mm. And on the connectors, anything changing at your end? A new system, a migration, anything like that. It's usually the thing that catches us out: a source changes, the connector goes quiet and nobody tells us.
- Siân PritchardNot that I know of. There's talk of changing how the contact centre records calls, but it's talk, it's not a plan. I'll tell you the moment it's a plan.
- Daniel OkaforThank you, that's all I'd ask. Even a heads up a few weeks ahead means we can get the connector ready rather than finding out afterwards.
- Siân PritchardFair. Can I ask you something slightly different?
- Daniel OkaforOf course.
- Siân PritchardI've been asked to give a talk at a customer event later in the year about how we use the brain, and I'm a bit wary. I'm happy to say it's changed how complaints get answered, because I can show that. But what I can't do is stand up and say it's saved us this much money, because I haven't measured it. So I wanted to ask what you've seen at other customers. Not names, just what the sensible things to measure are.
- Daniel OkaforSensible instinct, and it fits with how you talk about it generally. I'd stay close to three things. Questions asked, and who is asking them, because it tells you whether it's one person or the whole function. Time to put together a complaint file, which you can time on a handful of cases before and after. And the number of times someone has to go to a second system to check a fact. None of that needs a model, it's just a stopwatch and a tally.
- Siân PritchardA stopwatch and a tally. I like that. One customer, one view, but with a number on it. Yes.
- Daniel OkaforDo you have any sense of the complaint file time now? Even roughly.
- Siân PritchardAnecdotally, the team lead says it used to be most of an afternoon and now it's a coffee. But that's anecdote. I won't put it on a slide. I'd like her to time ten of them for me over the next few weeks.
- Daniel OkaforTen is plenty. And if you'd like, I can pull the questions asked by the complaints team for the same weeks, so the two sit side by side.
- Siân PritchardPlease. That would be the whole story, really.
- Daniel OkaforLet me note that down. I'll send you a short note with the three measures so you can hand it to her.
- Siân PritchardPerfect. Now, the other thing, the renewal. I know it's a way off but our finance director will ask and I'd rather be ready.
- Daniel OkaforYes, sensible. So the contract runs to 9 Jan 2027, with the renewal date being 10 Jan 2027. The order form and the invoices agree at £120,500 a year, so there are no surprises on that side, and nothing overdue on your account.
- Siân PritchardGood to hear it's clean. I'm not going to talk about money with you today, that's for the finance side, and I'm not going round them. But they'll want to know what we got for it.
- Daniel OkaforUnderstood, and that's right. Tom Ashdown will be the one on the commercial conversation, and I'll look after the renewal notice and the review of how it's gone, so you'll hear from me about ninety days ahead. I'd also like us to build the value summary together, using the things we've just talked about, so when your finance director asks you've got evidence and not a feeling.
- Siân PritchardI'd like that. Evidence first. And honest about the places it hasn't moved.
- Daniel OkaforWhat hasn't moved, in your view?
- Siân PritchardCollections, probably. They use it, but they use it for lookups. Key accounts and complaints use it to think. Collections still keep a spreadsheet next to it, because they trust the spreadsheet. I'd like to understand why.
- Daniel OkaforMm. That's worth finding out. Is it the data they don't trust, or is it more that the spreadsheet is theirs, they built it, they know where everything is?
- Siân PritchardHonestly, the second. They built it over years. If I could show them the brain gives the same answer, faster, they'd let it go. Or I think they would.
- Daniel OkaforThen that might be a nice small piece of work. If you can give me three or four of the questions the spreadsheet answers, I can show them what the brain says for the same ones, and you or they can compare.
- Siân PritchardYes. I'll ask the collections lead for those. She'll grumble, but she'll do it.
- Daniel OkaforA bit of grumbling is healthy.
- Siân PritchardHa. Yes. Can I ask about users while I think of it? A few people have left the key accounts team recently and we've put new people in. Do I need to do anything for them, or does it just pick them up?
- Daniel OkaforIf it's coming through your directory then they should be provisioned automatically, and the leavers dropped. If you're adding people by hand then it's worth a quick check that the leavers have been removed, so the list stays tidy. I can look at the user list afterwards and tell you if anything looks odd.
- Siân PritchardIt's through the directory, so I think we're fine. But do look, please.
- Daniel OkaforI will. Just to close the loop, I'll put that on the list.
- Siân PritchardCan I come back to the training? What I'd like is for it to be practical. Not a tour of the screens.
- Daniel OkaforAbsolutely. I'd build it around real questions, the ones your teams have asked this month, if you're happy to share them. People remember what they've seen on their own work.
- Siân PritchardI can send you the list from the last month. I'll strip out anything with a customer in it.
- Daniel OkaforThat'd be ideal. Thank you.
- Siân PritchardOne more thing, and it's a bit of a worry. I wouldn't be surprised if the regulator asks for more evidence of how we handled complaints, and how quickly. I don't have any detail. I just want to make sure the brain can show the trail.
- Daniel OkaforThat's a good thing to be ahead of. What the brain holds is the record of the calls, emails and tickets that sit behind a complaint, so the trail is there. What I'd want to check with you is whether the complaints team are saving their final responses where the brain can see them. If they are, the whole story is in one place.
- Siân PritchardThey're mostly saving them in the shared drive. I'll check it's the one that's connected.
- Daniel OkaforYes, please, and I'll check on my side which locations are indexed. I'll come back to you by Friday on that.
- Siân PritchardLovely. Is there anything on your side you wanted to raise? I've done most of the talking.
- Daniel OkaforYou've given me plenty. One thing, which is more of a question. Is anyone new likely to be in these check-ins? I know you've had a few changes around you and I'd like to meet the right people.
- Siân PritchardMaybe the collections lead, once she's done grumbling. And my director might want to see the value summary, so not on these calls but at the end of it.
- Daniel OkaforGood. I'll make sure the summary is something she can read in five minutes.
- Siân PritchardFive minutes is generous for her.
- Daniel OkaforThen two minutes it is. Before we wrap, is there anything in the product itself you'd like to see more of? Anything the teams have said they wish it did?
- Siân PritchardThe key account team asked me last week whether they can build their own dashboard, a view of every site and contract for a customer on one screen, so they don't have to ask the same question every Monday.
- Daniel OkaforThey can. The dashboards builder is part of your plan. If they've been asking the same question every Monday, that's exactly what it's for. They'd build it once and it refreshes with the nightly load.
- Siân PritchardDo they need you to do it, or can they do it themselves?
- Daniel OkaforThey can do it themselves. I'd be happy to sit with one of them for half an hour and build the first one, then it's theirs. Dashboards built is one of the things I look at, by the way, because it tells me the team has put something of their own into it.
- Siân PritchardThat's a good sign to be able to point to. Yes, let's do that. I'll find someone from key accounts who will actually enjoy it.
- Daniel OkaforSomeone enthusiastic, yes. Those are the best ones.
- Siân PritchardRight. I think that's me.
- Daniel OkaforSo, just to close the loop. From me: the usage split by team and a before picture on questions asked, by the end of next week. A short note with the three measures. A look at the user list, and at which shared locations are indexed, by Friday. And a proposal for a short session for the complaints team, built on real questions. From you: the list of questions from the last month with customers stripped out, a few of the questions the collections spreadsheet answers, and someone from key accounts for the dashboard. Did I miss anything?
- Siân PritchardThat's everything. And the complaints team lead will time ten complaint files, I'll set that going this week.
- Daniel OkaforWonderful. And I'll put the next check-in in the diary once we've seen how the numbers look, so there's something to talk about.
- Siân PritchardYes, let's not meet just to meet.
- Daniel OkaforAgreed. Thank you, Siân, and give my best to the team. I hope the rain stays away for the rest of the afternoon.
- Siân PritchardThank you, Daniel. Diolch, and speak soon.
- Daniel OkaforSpeak soon. Bye for now.
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