Kenmure Business Telecom / BG-Demo – Check In
Callcompleted
Kenmure Business Telecom · 4 Feb 2026 16:15
Marcus Bell's 4 Feb 2026 check-in found usage more than doubled and spread across many people. Shona Baird wants a repeat-fault value case before the contract comes round in August.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell's 4 Feb 2026 check-in found usage more than doubled and spread across many people. Shona Baird wants a repeat-fault value case before the contract comes round in August.
What happened: Marcus showed daily active users averaging in the mid thirties, more than double last quarter, with questions asked up too. Shona credited the service desk, Laura's December session and Alan's shared page.
Customer view: Shona asked what Kenmure gets out of the brain that it is not capturing. She wants a before and after figure on repeat faults so she can show her directors, and she said the contract comes round in August.
Commercial: Marcus will lead the renewal conversation with Tom on the commercial side. Shona said price is Robert's, not hers, so the decision sits above her.
Watch: Alan is the biggest single user, so cover matters, and a second admin session was agreed once Shona names someone.
Themes
As at Fri 9 Oct 2026Theme
Usage growth and renewal value
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus to email the usage chart and monthly question counts the same day.
- Shona to name a second admin so Marcus can book the thirty minute session.
- Alan to pull before and after repeat-fault figures ahead of the renewal conversation.
Risks
As at Fri 9 Oct 2026- Shona has no figure for the drop in repeat faults, so the value case is not yet evidenced.
- Price is decided by Robert, who was not on the call.
- Alan is the largest single user and the only admin until a second is trained.
Opportunities
As at Fri 9 Oct 2026- Usage has more than doubled with the provisioning team still to onboard, well within 150 users.
- A before and after repeat-fault figure could anchor the August renewal conversation.
Transcript
Marcus BellHi Shona, can you hear me okay? I'll just share my screen in a second. Bit of an echo on mine.
Shona BairdHi Marcus. Fine from here. Sorry, I'm a couple of minutes late, I was on a fault. Customer's router had been swapped and nobody told provisioning. Classic.- Marcus BellAh. Is it sorted?
- Shona BairdIt's got an owner and a date, so yes, nearly. Go on, what've you got?
- Marcus BellRight, so what I want to cover today is quick. Usage since the new year, how the account managers are getting on, and anything you need from us before the spring. I've pulled the numbers, so let me put them up. Can you see that?
- Shona BairdI can. That's a big jump, isn't it?
- Marcus BellIt is. Daily active users are averaging in the mid thirties now. Last quarter it was well under half of that. So more than doubled, and questions asked have gone up with it.
- Shona BairdThat'll be the service desk. Once they got in, they didn't stop. Laura's session in December helped, and then Alan's page got passed round the team leads.
- Marcus BellThat's what I was going to ask. Who's asking most of the questions? Because one person asking a big share is something I always look at.
- Shona BairdIt's spread, I think. Alan's high, obviously, and a couple of the team leads. But the account managers have started too. What does your chart say?
- Marcus BellIt says the same. Alan's the biggest single user but it's not lopsided. The rest is spread over a dozen or so people. That's healthy.
- Shona BairdGood. I'd hate for it to be only Alan. If he goes on holiday, everybody stops.
- Marcus BellExactly the thing to avoid. Which brings me to a suggestion. Might be worth getting a second admin trained, so there's cover. Shall we book thirty minutes for that?
- Shona BairdYes. Let's not make this complicated. Someone in the billing team, I'll ask Alan who he'd pick.
- Marcus BellPerfect. I'll send the invite once you've a name. Now, tickets. You've had one in the last month, and it wasn't urgent, and it's closed.
- Shona BairdYeah, that was a how-do-I thing. Dealt with quickly. No complaints.
- Marcus BellGood. And you've got the connectors loading as they should. I looked this morning and the counts are all moving, nothing flat.
- Shona BairdThat's down to Alan checking them after we changed the billing export. He remembered what Laura said.
- Marcus BellGlad to hear it. That's the usual way a connector goes quiet, so well done.
- Shona BairdCan I ask you something? Not about usage. About what we do with it. What would you say other customers get out of this that we're not?
- Marcus BellFair question. From what I see, the ones who get most out of it tie it to something they already measure. For you that'd be repeat faults, or time to first assign. If you can say, this number moved since we started, that's the value case, and it's yours rather than mine.
- Shona BairdRepeat faults, yes. We've got a rough sense that they've dropped but I couldn't put a figure on it. Alan might be able to.
- Marcus BellThen that's a good job for him. If he can pull the before and after, I can help shape it for the next review. Then you've got something to show your own directors.
- Shona BairdMm. Right. I'll ask him. And I'll be honest, I want that before the summer, because the contract comes round in August and I'd rather have it ready than be scrabbling.
- Marcus BellUnderstood. I'll be doing the renewal conversation with you nearer the time, and Tom will be in on the commercial side, so I won't get into that today. But we'll have the value case done well before then. That's my job.
- Shona BairdGood. Price is Robert's anyway, not mine. I just want to be able to say what it does.
- Marcus BellThat's fair, and it's the right way round. So, next. Are you on track with the single sign-on and the automatic provisioning of users? I know that was half done in December.
- Shona BairdSign-on's live. The other bit Alan's finishing. He's waiting on someone in IT, so that's out of our hands for a week or so.
- Marcus BellNo problem. If it drags, tell me and I'll see if Laura can help from our side. Users are well within the 150 you've got, so there's plenty of room as you bring the provisioning team on.
- Shona BairdThat's next. I'm not promising a date yet, I'll check with the team lead first. Probably after the next round of installs.
- Marcus BellThat's fine. I'd rather it was ready than rushed. Anything you need from us that I've not covered?
- Shona BairdOne thing. Can you send me that usage chart? The one with the users. I'd like to put it in front of my boss.
- Marcus BellYes, I'll email it today, along with the question counts by month, and I'll keep it simple. Plain numbers, nothing fancy.
- Shona BairdPerfect. Then that's me. Cheers, Marcus.
- Marcus BellThanks, Shona. I'll send the usage note and the invite for the admin session. Speak soon. Bye.
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