Kenmure Business Telecom / BG-Demo – Renewal
Callcompleted
Kenmure Business Telecom · 15 Jun 2026 16:45
Robert Lindsay questioned renewing at £125k against £104k contracted, citing fewer active users and two high priority freshness tickets. Written breakdown, usage and root cause promised; renewal date 28 Aug 2026.
What was said
What this says
As at Fri 9 Oct 2026Robert Lindsay questioned renewing at £125k against £104k contracted, citing fewer active users and two high priority freshness tickets. Written breakdown, usage and root cause promised; renewal date 28 Aug 2026.
What happened: Marcus Bell reported active users well below the 150 licensed and falling slightly, with questions now concentrated in a few people. Three tickets came in the last month, two high priority, both about data behind in the morning.
Customer view: Robert asked why he would renew at a number above what is paid today and said he would agree nothing on the call. Shona Baird still sees value where people check the brain first but wants a named owner for faults.
Commercial: Tom Ashdown said the executed order form is £104k a year, matching what is invoiced. The renewal deal in the CRM sits at £125k, with the breakdown to follow.
Watch: Heather Gillespie confirmed the invoice matches the order form with nothing overdue. The contract ends 27 Aug 2026 and BG-Demo aims to settle by 18 Aug 2026.
Themes
As at Fri 9 Oct 2026Theme
Renewal price and adoption
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 to send the renewal breakdown in writing, laid out against the current order form.
- Marcus Bell to send usage on users and questions asked, plus root cause on both high priority tickets with a named owner.
- Marcus Bell to run a session with Shona's team, then all review once the paperwork is received.
Risks
As at Fri 9 Oct 2026- Robert Lindsay sees falling users and a renewal figure above the contracted £104,500 and may refuse to renew at that number.
- Questions asked now lean on Shona Baird and two team leads, a key-person risk.
- Two high priority tickets on morning data freshness could undermine confidence, even though Enterprise covers freshness.
Opportunities
As at Fri 9 Oct 2026- A value case comparing faults picked up with and without the brain could answer the cost per customer served question.
- A session with Shona's team could widen adoption across the 150 licensed users.
- A line by line renewal against the current order form could build trust with Heather Gillespie and Robert.
Transcript
Tom AshdownAfternoon, all. Can you hear me alright? Shona, I think you're on a bit of a delay, there you go. How's your week been, everyone?
Shona BairdAye, I can hear you. Sorry, I'm in a corridor, the meeting room got nabbed. Honestly, worst week. We had a fault on a big business customer's circuit that sat for two days before anyone owned it. It's fixed now. The owning of it wasn't.- Tom AshdownAh, that's grim. Glad it's sorted, anyway. We'll maybe come back to that, because I think it ties in.
- Shona BairdIt does, aye. Let's not make this complicated though.
Robert LindsayGood afternoon. Before anything else, the invoice question. Heather, you have the latest quarterly invoice to hand?
Heather GillespieAfternoon, everyone. Yes. I've matched the latest invoice to the order form and they agree. Nothing is overdue on our side, and nothing is queried.- Robert LindsayGood. Then which figure is the contracted one? I would like it said out loud, so that we are all talking about the same number.
- Tom AshdownFair question, Robert. The executed order form says £104,500 a year for Enterprise, and that's exactly what's been invoiced. So contracted and invoiced are the same, no drama there.
- Robert LindsayAnd the renewal. I understand your system shows a different number against it.
- Tom AshdownIt does. The renewal deal on our side is sitting at £125,000. I want to be careful, because that's the total deal value as it's held in our system, and I'm not going to quote what's inside it from memory. I'll confirm the breakdown in writing.
- Robert LindsayI'll need that in writing. I will not be agreeing anything on this call, and I would like that understood.
- Tom AshdownUnderstood, completely. Leave that with me. Marcus, do you want to take us through where things are with usage? I think that's what Robert and Heather will want to see next.
Marcus BellYeah, thanks Tom. I'll share my screen and say what I want to cover. Usage first, then tickets, then what I think we should do about both. Can everyone see it? Right. I've pulled the numbers.- Marcus BellSo, licensed users are 150 on the Enterprise plan. Active users over the last month sit well below that, and they've come down a touch on the previous quarter. It's not a cliff, but I'd rather say it plainly than have you find it yourselves.
- Shona BairdMm. That tallies with what I'm seeing on the floor. Some of the service desk have been dragged onto the fault backlog, so they're not sat in the brain as much as they were.
- Marcus BellThat would make sense. Who's still asking the most questions, that's the thing I'd look at. Last quarter it was spread across account management and provisioning. Now it's leaning more on a few people.
- Shona BairdWhich is me and two of my team leads, probably. I know. I've been telling them to use it for the fault history and they keep going back to the old way.
- Robert LindsayLet me understand the position. We are paying for 150 users. How many are actually using it? I need a cost per customer served, and this does not help me.
- Marcus BellFair. It's a few dozen active in a typical month, so a fraction of the licence. I won't dress it up. What I'd say is that the number that matters for you is the questions being asked about customers, not just the head count. But I can see why you'd want both.
- Robert LindsayI would want both. Please put both in writing.
- Marcus BellYep, I'll do that. Happy to jump on a call with Shona's team as well, so it's not just a report that nobody reads.
- Heather GillespieCan I ask about the tickets? I saw a few come through on the finance side as well, copied to me. Two of them were marked high priority.
- Marcus BellYeah. Three tickets in the last month, and two of them were high priority. Both were about data being behind first thing in the morning, so the nightly refresh not being where you'd expect when the desk opens. Both got a response inside the Enterprise window, and I've checked that against the timestamps, not just the wording.
- Shona BairdRight, but that's the bit I care about. What's the customer actually seeing? If my account manager opens a customer at eight and the fault list is a day old, they look daft. I don't care that the response time was fine.
- Marcus BellNo, that's fair. And availability and freshness are two different things. On Enterprise you're covered for both, and I'll make sure the incident notes say clearly what happened. I can't give you a date for an engineering fix, I'm not going to promise one I can't keep. I can get you the root cause in writing.
- Shona BairdRoot cause, in writing, works. Who's got the fault, that's all I want to know. A name.
- Marcus BellI'll put a named person on each of them. Okay.
- Robert LindsayTom, so I am clear. Fewer users, two high priority tickets, and a renewal figure that is higher than what we pay today. Why would I renew at that number?
- Tom AshdownI hear you, and I'm not going to argue the number on the call. Honest answer is, I'd want to show you the value case first. You bought it so account management, provisioning and the service desk see each customer whole. If that's slipping because people aren't in it, that's on us to help fix, and that's before we talk about price at all.
- Robert LindsayThat is a reasonable thing to say. It does not answer the number.
- Tom AshdownNo, it doesn't. The number you'll get in writing, with what's in it. Let's get something in the diary for after you've had it.
- Heather GillespieFrom my side, it would help to see the renewal alongside the current order form, line by line. I'd rather not be reconciling two documents with different layouts.
- Tom AshdownGood shout, Heather. I'll set it out against the current order form so the lines match. Contract runs to 27 August 2026, so there's time, but I don't want it left to the last fortnight.
- Robert LindsayThe renewal date is 28 August 2026, I believe. Is that correct?
- Tom AshdownThat's right. Contract ends 27 August, renewal date is the day after. And on our side we're aiming to have it settled by 18 August 2026, so there's a clear gap before it runs out.
- Robert LindsayNoted. Provided I have the paperwork in good time, that is workable.
- Shona BairdCan I say one thing? Robert, I don't do price, that's yours. But when it works, it really does work. The faults that got picked up quickly this spring were the ones where somebody checked the brain first. I just need more of my people doing that.
- Robert LindsayI take the point, Shona. I would want that shown in numbers rather than anecdotes.
- Marcus BellThat's what I can do. I can pull faults picked up where the brain was used against ones where it wasn't, as far as the data lets me. I'll tell you if it doesn't hold up, too.
- Shona BairdAye, tell us straight. We'd rather know.
- Heather GillespieAnd the nightly refresh, is there anything we need to do at our end? Last time a refresh slipped it was something to do with a change on our side.
- Marcus BellI don't know yet, and I won't guess. That's part of the root cause note. If it's a change at your end, I'll say which source, and we'll sort it with whoever looks after it in IT.
- Heather GillespieThat's fine. I'll ask a colleague in IT to be ready for it.
- Tom AshdownBrilliant. Right, I think we're about there. Let me say back what we've got, and shout if I've got it wrong.
- Tom AshdownOne, I send the renewal breakdown in writing, laid out against the current order form, so Robert and Heather can check it line by line. Two, Marcus sends usage on users and questions asked, plus root cause on the two high priority tickets with a named owner. Three, Marcus does a session with Shona's team so more of them are actually in it. Four, we all look again once you've had the paperwork. Sound right?
- Robert LindsayThat is right. And in writing, please, all of it.
- Shona BairdSounds right to me. Cheers, all. I've got a fault to go and own.
- Marcus BellThanks, everyone. I'll get the numbers to you shortly. Speak soon.
- Heather GillespieThank you. Bye for now.
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