Brimscombe Energy / BB-Demo – Qbr
Callcompleted
Brimscombe Energy · 2026-06-26 15:30
Quarterly review on 26 Jun 2026. Use is wider and rising, and Siân Pritchard wants more users and a complaints connector. Graham Tovey still will not sign without her view, and a billing source went flat unnoticed.
What was said
What this says
Current to 13 Oct 26Quarterly review on 26 Jun 2026. Use is wider and rising, and Siân Pritchard wants more users and a complaints connector. Graham Tovey still will not sign without her view, and a billing source went flat unnoticed.
What happened: Daniel Okafor led the review with Siân Pritchard, Nikhil Rao and Graham Tovey. Use is up on last quarter and spread beyond Siân's team, tickets were few and invoices were paid on time.
Customer view: Siân said she is thinking about headroom, not only keeping things as they are. She wants the complaints case tool as a proper connector, because the regulator's deadlines make a stale pack unacceptable.
Commercial: Enterprise is contracted at one hundred and twenty thousand five hundred pounds a year, matching the invoices, with the term to 9 Jan 2027. Users and connectors are the two levers for an upgrade conversation.
Watch: the billing connector stopped loading after an upstream schema change, so answers were stale while the brain was available. Graham wants to be told early.
Themes
Current to 9 Oct 26Theme
Headroom and complaints connector
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to send Nikhil Rao the connector alert approach for flat sources and book training slots for Siân Pritchard's two new starters.
- Siân Pritchard and Daniel Okafor to draft the one-page value note, with Nikhil Rao confirming which case timestamps are trustworthy.
- Daniel Okafor to bring a clear picture of users and connectors alongside the renewal, with Tom Ashdown joining for commercial terms.
Risks
Current to 9 Oct 26- A billing connector went flat for a few days without the business noticing, leaving answers stale while the brain was available.
- Graham Tovey will not sign the renewal without Siân Pritchard's view, and she has no defensible value figure yet.
- The complaints pack is still exported and uploaded by hand, and Nikhil Rao has not yet tested exporting the audit lineage.
Opportunities
Current to 9 Oct 26- Siân Pritchard expects to fill the licensed users this year, which supports an upgrade or extra users conversation.
- A complaints case tool connector would add to the Enterprise connector count and matters most to Siân's team.
Transcript
Daniel Okafor NoneAfternoon, everyone, and thank you for making the time. Let me just check who's joined. Siân, I can see you. Nikhil, hello. Graham, are you there?
Graham Tovey NoneI'm here. Slightly late on a camera, apologies. Can you hear me?- Daniel Okafor NoneLoud and clear. Lovely, that's all four of us.
Siân Pritchard NoneAfternoon, Daniel. Before we start, can I give you the quick version of what the teams asked the brain this week? It sets the scene rather nicely.- Daniel Okafor NonePlease do. That's exactly how I'd like to open.
- Siân Pritchard NoneSo the collections team have been using it mostly on the morning list. They ask which business customers have an open complaint and an overdue balance at the same time, because they do not want to chase someone who is already unhappy with us. Key accounts asked for the full history of a customer with a lot of sites before a renewal meeting. And complaints asked it to pull every call and email on one case, so the response pack is built from one view.
- Graham Tovey NoneHeadline, please. Is it working?
- Siân Pritchard NoneYes, Graham. Use is up on last quarter and it's wider than it was. It isn't just my team any more.
- Graham Tovey NoneGood. That's what I wanted to hear. Carry on, Daniel.
- Daniel Okafor NoneThanks, Graham. So the plan for the hour is the usual shape. I'll take us through usage and the support picture, then Nikhil, I'd like to hear about the data side and anything that's been fiddly. Then we talk about value, because I know Siân will want to, and then the renewal in the new year, so nobody is surprised. Does that suit?
- Graham Tovey NoneTell me early, not late, on the last one. So yes.
- Daniel Okafor NoneUnderstood. I'll make sure we get there with plenty of time. Right, usage first.
- Daniel Okafor NoneYou have one hundred and eighty licensed users on Enterprise, and the number of people actually active in a typical month has climbed noticeably compared with the previous quarter. It's a healthy curve, not a spike. The questions asked have gone up with it, and what I like is the spread. A few months ago a fair share of the questions came from one or two people. That's flattened out. How is the team finding it, from where you sit, Siân?
- Siân Pritchard NoneHonestly, better than I expected at this stage. The collections people were the sceptical ones. They said the CRM already had everything. Then one of them found a customer with a live complaint that the collections notes knew nothing about, and since then she's been the loudest advocate. It's the thing I said at the start. One customer, one view.
- Daniel Okafor NoneThat's a lovely story. And it's the kind that sticks, because it came from one of their own.
- Siân Pritchard NoneExactly. I didn't have to sell it.
- Graham Tovey NoneWhat does the customer see, though? That's my test. If collections stopped chasing a complainant, did the customer notice?
- Siân Pritchard NoneFair question. Let's measure it before we claim it. What I can say is that we've had fewer of the angry calls where a customer says nobody here talks to each other. I can't put a number to it yet, and I don't want to put one in front of you that I can't defend.
- Graham Tovey NoneGood. Don't give me one you can't defend. But I'd like one eventually.
- Siân Pritchard NoneYou'll get one. I'll work out with Daniel what we can actually count.
- Daniel Okafor NoneYes, I can help there. Let me come back to that in a few minutes, because I have a suggestion. First the support picture, just to close the loop on the tickets. There were two in the last thirty days, neither high priority, and both were closed well inside your Enterprise response commitment. One was a how-to on a saved view, and the other was a question about a connector setting, which I think is Nikhil's.
Nikhil Rao NoneThat's mine. I asked which role the connector service account should hold after we tightened the grants. The answer was fine. I checked the load history afterwards and it was clean.- Daniel Okafor NoneGood. And nothing outstanding on invoices on our side either. Everything's been paid on time, so thank you to your finance team for that.
- Graham Tovey NoneThat's expected. Carry on.
- Daniel Okafor NoneOf course. Nikhil, over to you then. How are the sources behaving? You've got a lot of them around the brain now.
- Nikhil Rao NoneMostly quiet, which is how I like it. One thing worth saying. The billing system had a schema change a couple of weeks ago. A column was renamed upstream and the connector for it stopped loading new rows. Records indexed were flat for that source for a few days. I spotted it in the load history, remapped the column, re-ran the load, and it caught up.
- Daniel Okafor NoneI remember you flagging it. Did anyone on the business side notice the gap?
- Nikhil Rao NoneNot that anyone told me. The nightly refresh still finished before the morning, it just had less in it from that one source. Which is the part I don't like. The brain was up, but the answers were a bit stale for the billing view.
- Siân Pritchard NoneI think that's the one I mentioned to my team as a wobble. A balance looked a day behind. I didn't escalate it because it came right.
- Graham Tovey NoneI would have liked to know. Tell me early, not late.
- Siân Pritchard NoneYes. That's fair, Graham. It was small, but I should have said.
- Daniel Okafor NoneAnd if I may, that's on the way we find these things as well as on you. Nikhil caught it from the load history, which is the right place. What I'd like to do is make sure a flat source is something we both see sooner. I can set up a note to us both when a connector's records stop moving for a couple of days, so nobody is relying on somebody noticing.
- Nikhil Rao NoneThat would help. I'd rather an alert than a conversation after the fact.
- Daniel Okafor NoneAgreed. I'll come back to you by the middle of next week with how we'd do it, and I'll check it against how your platform team prefer to receive things.
- Nikhil Rao NoneEmail's fine. Not a chat channel. And not a request for access, ever. I'll grant it myself.
- Daniel Okafor NoneUnderstood. Nothing that asks you to hand anything over.
- Siân Pritchard NoneCan I ask about the next thing on Nikhil's list? You said you wanted to add another source.
- Nikhil Rao NoneYes. The complaints case tool. At the moment complaints work by exporting a pack and uploading it. It's manual and it's the thing Siân's team cares most about, so it should be a proper connector.
- Siân Pritchard NoneIt matters for the regulator's deadlines. If the pack is stale by even a day, the answer might miss something, and I will not let a complaint deadline slip. That's non-negotiable.
- Graham Tovey NoneHow does this hold up with Ofgem? If they ask how we built a complaint response, can we show where every fact came from?
- Daniel Okafor NoneGood question, and I want to answer it carefully rather than quickly. The brain keeps the source of each record, so each answer can point back to the call, the email or the bill it used. What I don't want to do is overstate it. Nikhil, you've been through the audit trail with your own people, haven't you?
- Nikhil Rao NoneI have. The lineage is there. What I haven't tested is exporting it in the shape an auditor would want. I won't say yes until I've done that.
- Graham Tovey NoneThen test it, please. And tell me what you find.
- Nikhil Rao NoneI'll do it on a case from the closed pile, not a live one. Not today, though. It's Friday and I don't change anything in production on a Friday. Monday.
- Daniel Okafor NoneThat's sensible. I'll make sure someone from our side is around on Monday if you want a second pair of eyes on it.
- Siân Pritchard NoneRight, so, value. Daniel, you mentioned a suggestion earlier.
- Daniel Okafor NoneI did. Thank you. So Graham asked for something he can hold up, and Siân doesn't want to claim what she can't measure. I think there's a middle path. Rather than one grand number, pick two or three things that are countable inside your own systems, and take a before and after on each. For example the time between a complaint arriving and the response pack being ready. Or how often a collections call goes out to someone with a live complaint.
- Siân Pritchard NoneI like that. Those are things I can pull from our own records, and nobody can argue that I made them up. Time to a response pack is the strongest, I think. The regulator cares about it and so does Graham.
- Graham Tovey NoneIt is the one I care about. What would it take to have it by the time we sit down about the contract?
- Siân Pritchard NoneI'd need Nikhil's help with the case timestamps, and a month or so of clean data to compare against the period before. I'd say it's doable, but I'm not going to promise a date on behalf of his team.
- Nikhil Rao NoneThe timestamps exist. I'll look at which ones are trustworthy. Some were backfilled, so I wouldn't use those.
- Daniel Okafor NoneThat's exactly the sort of detail that would trip up a number later, so it's worth getting right now. And I can sit with Siân and put the before and after into a one-page note that she owns, in her words. We supply the usage behind it.
- Siân Pritchard NonePerfect. I'll own the words. Diolch.
- Graham Tovey NoneGood. Now. The renewal.
- Daniel Okafor NoneYes. So, just to be plain about where we are. You're on Enterprise at one hundred and twenty thousand five hundred pounds a year, that's the contracted figure, and it matches what's been invoiced, so there are no loose ends on the money side. The term runs to 9 Jan 2027, with the renewal falling on 10 Jan 2027.
- Graham Tovey NoneThat's still some months away. What do I need to do, and when?
- Daniel Okafor NoneNothing today, and that's the honest answer. The formal renewal notice comes from me well ahead of the date, and I'll walk you through it rather than let it land in an inbox. The commercial side belongs to Tom Ashdown, your account owner, so he'll join that conversation for terms. I don't want to guess at the detail for you now, because I'd rather give you something exact than something approximate.
- Graham Tovey NoneI would not sign anything without Siân's view. Let that be clear.
- Daniel Okafor NoneCompletely clear, and I'd expect nothing different. Siân, I'd like you in the room from the start.
- Siân Pritchard NoneGood. And I'd like to talk about whether we need more than we have. We've got a hundred and eighty users licensed, and I think we'll fill that out this year. I also want the complaints connector. So it is a question of headroom, not only keeping things as they are.
- Daniel Okafor NoneThat's useful to hear now. I'll note both. Users and connectors are the two levers on your tier, and we can look at where you sit against each. I'll bring you a clear picture of both alongside the renewal, so you can decide with the facts.
- Graham Tovey NoneFine. Anything I should be worried about? Anything at all.
- Daniel Okafor NoneFrom where I sit, no. The usage is healthy, support is quiet, payments are clean. The one thing I'd watch is what Nikhil raised, a source going flat without anyone noticing. That's the quiet risk with any brain, and it's why I want the alert in place.
- Graham Tovey NoneGood. That's the answer I wanted. Thank you.
- Siân Pritchard NoneDaniel, one last thing from me. Training. I have two new starters in the complaints team in the next few weeks. Is there a short session you can run, rather than me explaining it badly?
- Daniel Okafor NoneOf course. I'd be glad to. I'll offer a couple of slots and you pick whichever suits the team. And please don't say you'd explain it badly. Your people learn from you faster than from us.
- Siân Pritchard NoneHa. We'll see. Thank you.
- Daniel Okafor NoneSo, to close the loop. I'll send the connector alert approach to Nikhil by the middle of next week. Nikhil, you'll test the audit export on a closed case on Monday. Siân, you and I will draft the one-page value note, and I'll book the training slots for your new starters. And I'll be in touch about the renewal with plenty of notice, with Tom alongside for the commercial side. Have I missed anything?
- Nikhil Rao NoneNo. That's all of it.
- Graham Tovey NoneThat's everything I need. Thank you, all.
- Siân Pritchard NoneThanks, Daniel. Have a good weekend, everyone. Diolch.
- Daniel Okafor NoneAnd you. Best wishes, all. Speak soon.
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