Brimscombe Energy / BG-Demo – Renewal
Callcompleted
Brimscombe Energy · 15 Sep 2026 10:30
Graham Tovey accepts the new price book for the Enterprise renewal, on condition that Siân Pritchard's reference work is recognised. Owen Tallis approves five percent off the subscription for this term. Signing is pencilled for Friday 20 November 2026.
What was said
What this says
As at Fri 9 Oct 2026Graham Tovey accepts the new price book for the Enterprise renewal, on condition that Siân Pritchard's reference work is recognised. Owen Tallis approves five percent off the subscription for this term. Signing is pencilled for Friday 20 November 2026.
What happened: The renewal call on 15 Sep 2026 had Graham Tovey, Siân Pritchard and Mandy Gasson on the customer side. Tom Ashdown put the renewal deal value in the system at £131k under the new price book.
Customer view: Graham accepted the new terms but asked that Siân's reference work for BG-Demo count. Siân said active users are well below the licensed one hundred and eighty, partly from a complaints reorganisation and an unfinished second onboarding wave.
Commercial: Owen Tallis approved five percent off the annual subscription, written into the order form as recognition of reference work, for this renewal term only. Graham signs after Siân reviews the paper; the renewal lands on 10 Jan 2027.
Watch: Graham said he did not know the reorganisation affected the brain and asked to be told early. Mandy confirmed invoices are paid and the urgent ticket was answered inside thirty minutes.
Themes
As at Fri 9 Oct 2026Theme
Renewal terms and reference credit
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown sends the revised order form to Graham Tovey and Siân Pritchard this week, with the five percent shown separately.
- Daniel Okafor sends Siân Pritchard a usage summary of questions asked by team, month on month.
- Graham Tovey signs after Siân Pritchard's review, targeted for Friday 20 November 2026.
Risks
As at Fri 9 Oct 2026- Active users are well below the licensed number after a complaints reorganisation and an unfinished second onboarding wave.
- Graham Tovey learned of the reorganisation on the call and asked to be told early, not late.
- The five percent reference recognition could be read as a precedent for later renewals.
Opportunities
As at Fri 9 Oct 2026- A second wave onboarding plan could widen use of the Enterprise licence.
- Siân Pritchard's reference work is a value asset that BG-Demo can keep by recognising it.
Transcript
Daniel OkaforGood morning, everyone, and thank you for making the time. Let me just check who's joined. Graham, I can see you. Siân, hello. And Mandy, lovely, thank you for coming along as well.
Mandy GassonMorning. I've got a hard stop before eleven, so I might drop off a bit early. I'll say what I need to say first.- Daniel OkaforThat's absolutely fine, Mandy. Tom, I think you're on, and Owen should be coming in any moment.
Tom AshdownMorning all. I'm here. How's everyone's week been? It's been a funny one down here, the weather can't make its mind up. Graham, you've had the rain up there in Gloucester as well, I'd imagine?
Graham ToveyIt has rained, yes. Good morning, Tom. I'd like the headline when we're ready, please. I have a hard stop at the end of the call.- Tom AshdownFair enough, no drama. Owen, you with us?
Owen TallisHere. Sorry, I was on mute. Morning. Tom, where does the deal stand against the date?- Tom AshdownSo we've pencilled the close for Friday 20 November 2026, and the contract runs out on 9 Jan 2027, so the renewal itself lands on 10 Jan 2027. We're ahead of it, which is where we want to be.
- Owen TallisGood. And who signs?
- Graham ToveyI do. But not without Siân's view. That has always been how we work.
- Daniel OkaforWhich is why I wanted Siân on the call, so thank you. Just to set the shape of this, I thought I'd start with how the year has gone, then Tom will walk through the renewal terms, and then we can talk about anything that's still open. Does that work?
- Graham ToveyThat works. Please be direct.
Siân PritchardCan I go first on the usage side, Daniel? It's what I always do. Key accounts asked the brain a lot this week, mostly about contract end dates against complaint history. Collections used it for dispute lookups. So it's very much in daily use, which I want on the record before anything else.- Daniel OkaforThank you, Siân. That matches what I see. How is the team finding it, day to day?
- Siân PritchardHonestly? Those who use it, love it. Those who don't, don't. We're licensed for one hundred and eighty users, and the active number is a good way below that. Most of the activity sits in a smaller group. I'd rather say that to you than have you find it.
- Daniel OkaforI appreciate you saying it. The active users have dipped a little against the previous quarter. Not dramatic, but I'd like to understand it with you rather than guess at it.
- Siân PritchardPart of it is a reorganisation in the complaints team. Some people moved seats and haven't logged back in. Part of it, I'd say, is that we never finished onboarding the second wave. That one's on us, not on you.
- Graham ToveyTell me early, not late. That's the second time I've heard about a reorganisation in complaints today. I didn't know it affected the brain.
- Siân PritchardFair, Graham. I should have flagged it in the last update. I'll put it in writing this week.
- Graham ToveyPlease. What does the customer see, though? If usage has dipped, does any of that reach a business customer?
- Siân PritchardNo. Complaint answers still go out inside the regulator's deadlines, and they come off the same record. That's the measure I'd stand behind. Let's measure it before we claim it, and on that one I can.
- Mandy GassonCan I come in? Short version. The ledger says the brain agrees with it on every site I check. It didn't always. I'll believe it when it reconciles, and for the last few months, it has.
- Daniel OkaforThat means a lot, Mandy. Thank you. Were there any tickets from your team recently? I know there were a couple raised this last month.
- Mandy GassonTwo, I think. One was a sync that ran late. One of mine, a site flagged as in dispute that wasn't showing it. That one was urgent. It was sorted, but I want it written down that it was urgent.
- Daniel OkaforNoted, and just to close the loop, I've checked the timestamps and the response was inside the thirty minutes your tier gives you. I'll send you the detail afterwards so you have it in black and white.
- Mandy GassonDo send it. Is that site in dispute now in the right state? That's all I care about.
- Daniel OkaforIt is. I checked this morning before the call.
- Mandy GassonGood. Then I'm content. Invoices are all paid, by the way, in case anyone wants that said out loud. Nothing overdue on our side.
- Owen TallisThanks, Mandy. We've got the same picture. That helps.
- Tom AshdownRight, shall I take you through the commercial side? Graham, I know you want the headline. So here it is. You're at one hundred and twenty thousand, five hundred pounds a year at the moment, contracted. Renewal moves you onto the new price book, which is what we told all customers back in January. The renewal deal value in our system comes to £130,750.
- Graham ToveyThat is a rise.
- Tom AshdownIt is, yeah. I won't dress it up. It's the new list for Enterprise, it's the same for every customer who signed on the old list, and it's the first time you've seen it because this is your first renewal. And I'll say, Graham, I don't quote anything from memory, so I'll confirm the exact lines in writing, but that's the shape.
- Graham ToveyI understand the position. I'll accept the new terms. I'm not going to argue about a price book that's applied to everyone.
- Tom AshdownThat's appreciated, Graham. Honestly.
- Graham ToveyBut I have a condition, and I want to be clear about it. Siân has spent a good part of this year doing reference work for BG-Demo. She has spoken at events. She has taken calls from other companies who wanted to know whether the brain was worth it. That is time from my business and it is useful to yours. I would like it to count.
- Siân PritchardGraham, you didn't need to bring that up. But thank you.
- Graham ToveyI did need to. It's a fact. If you want a customer to keep speaking for you, you should recognise it.
- Tom AshdownNo, that's fair, and I'd be a bit embarrassed if we hadn't thought of it. Owen, I did flag this to you last week. That's where I wanted you on the call.
- Owen TallisYou did. Let me be careful on the way I say this. We don't normally discount past the first term, and I'm not going to pretend otherwise. Let's not discount twice. But this isn't a loyalty discount. It's recognition for work that has a real value to us.
- Graham ToveyI'm listening.
- Owen TallisSo I'm approving five percent off the subscription on this renewal. It's tied to the reference work, it's written into the order form as that, and it's for this renewal term. Tom will put it in the paperwork.
- Graham ToveyFive percent off the subscription. Not off the implementation, there isn't one. Off the annual fee.
- Owen TallisOff the annual subscription, yes. That's the whole of it.
- Graham ToveyThen I'm content. Siân, does that sit all right with you?
- Siân PritchardIt does. It's recognised, and it's honest. I wouldn't want it described as anything else. I'd like the reference work to carry on, because the customers who ask me are asking serious questions, and I can only answer them if I can measure what we've got.
- Daniel OkaforAnd I'd like to help with that, Siân. I'll pull together a short usage summary, questions asked by team, month on month, so that what you say at events is something you can stand behind. Would that be useful?
- Siân PritchardVery. Let's measure it before we claim it. I'll tell you what I need.
- Mandy GassonSorry, I need to go in a minute. One practical thing. How will it be invoiced? Same as last time?
- Tom AshdownSame pattern, annual in advance, thirty-day terms. I'll confirm that in the order form so there's no question on it. And the discount will show as a line, so your team can see what it is.
- Mandy GassonGood. I never accept a dashboard over a statement, so make sure the statement matches. That's all from me. Regards, everyone.
- Daniel OkaforThank you, Mandy. Have a good rest of the morning.
- Tom AshdownCheers, Mandy.
- Graham ToveyNow. How does this hold up with Ofgem? I'd like to know that the renewal doesn't change anything about how complaint records are held.
- Daniel OkaforIt doesn't, Graham. Nothing about where the data lives changes. It runs in your own Snowflake account, as it does now. The renewal is about the subscription and the support terms, and those stay as they are on Enterprise.
- Graham ToveyGood. Then there are no surprises I'm aware of.
- Owen TallisCan I ask a dated question? What's the next dated step? Tom, I'd like a date I can put in the forecast.
- Tom AshdownRight. Leave that with me. I'll get the revised order form to Graham and Siân this week, with the new terms and the five percent shown separately. Then we're looking to have it signed by Friday 20 November 2026, as we've pencilled. That leaves plenty of room before 10 Jan 2027.
- Owen TallisGood. I'll hold the forecast on that date and not before.
- Graham ToveySiân will review it before it reaches me. If she's content, I'll sign.
- Siân PritchardI'll read it properly, and I'll ask if anything doesn't match what we've said today. One customer, one view, and I'd like the paper to say the same thing.
- Daniel OkaforI think that's a sensible place to land. Just to close the loop, so we're all clear who has what. Tom sends the revised order form this week. I send Mandy the ticket timestamps and Siân the usage summary. Siân puts the reorganisation note to Graham in writing. And I'll come back to you before the end of the month with the second wave onboarding plan, so those who haven't started can start.
- Siân PritchardThat would help a lot. I'll make sure the complaints team lead is available.
- Graham ToveyThank you, all of you. That was a useful call. I'm glad it was short.
- Owen TallisThanks, Graham. Thanks, Siân. We appreciate the work.
- Tom AshdownCheers all. Speak soon. Let's get something in the diary for the signing, Daniel, just so it doesn't drift.
- Daniel OkaforI'll do that this afternoon. Best wishes, everyone, and thank you again.
- Siân PritchardDiolch, all. Bye for now.
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