Penmaen Software / BG-Demo – Check In
Callcompleted
Penmaen Software · 19 Mar 2025 12:30
Marcus Bell's check-in with Cerys Llewellyn found about ten active users, up around a third on the quarter, against forty licensed. Tickets were handled inside Growth response times. The renewal date of 25 Jul 2025 was confirmed.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell's check-in with Cerys Llewellyn found about ten active users, up around a third on the quarter, against forty licensed. Tickets were handled inside Growth response times. The renewal date of 25 Jul 2025 was confirmed.
What happened: Marcus went through usage, tickets and the summer renewal. Cerys agreed the picture was steady and said support and several account managers now use the brain.
Customer view: Cerys was impressed that she did not have to chase on tickets. She wants a one-page usage report that Huw Bevan can read himself, with licensed users shown next to active ones.
Commercial: Marcus confirmed the order form and invoices agree on thirty-nine thousand six hundred pounds. Marcus left price for the renewal with Tom Ashdown, and notice will follow about ninety days out.
Watch: Active use is far below the licence, which is headroom but also what Huw keeps asking about. Cerys will send names for a training session.
Themes
As at Fri 9 Oct 2026Theme
Usage and renewal check-in
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- Cerys Llewellyn sends Marcus Bell names for a thirty-minute training session.
- Marcus Bell sends a one-page usage report to Cerys and Huw Bevan, copied to Tom Ashdown.
- Marcus Bell sends the formal renewal notice about ninety days before 25 Jul 2025.
Risks
As at Fri 9 Oct 2026- Active use is about ten against forty licensed users, and the CFO keeps questioning adoption.
- Renewal price was left with Tom Ashdown and was not discussed on the call.
Opportunities
As at Fri 9 Oct 2026- Headroom on the forty licensed users, with a training session for new people planned.
- Usage is spreading beyond Cerys to support and account managers, which deepens adoption.
Transcript
Marcus BellHi Cerys, can you hear me alright? I'm just going to share my screen in a second.
Cerys LlewellynHello Marcus. Yes, I can hear you fine. Afternoon, or nearly. Just about lunchtime here.- Marcus BellHa, yes, I've got a sandwich waiting. How's your week going? My week's been mostly spreadsheets so far.
- Cerys LlewellynMine's been questions from the team, mainly. They've asked me twice already this week when the next lot of renewals land, so I'm glad we're talking.
- Marcus BellGood, that's pretty much what I wanted to cover. I've pulled the numbers and I'd like to go through usage, then tickets, then have a quick look ahead at the summer. Does that work?
- Cerys LlewellynPerfect. Go for it.
- Marcus BellRight, can you see the usage page?
- Cerys LlewellynI can. It's a bit small. Could you make it a touch bigger?
- Marcus BellSorry, yes, hang on. Is that better?
- Cerys LlewellynMuch better, thank you.
- Marcus BellSo, active users. Over the last thirty days it's about ten people on average, and that's up by around a third on the quarter before. So it's moving the right way, which is what I'd hope to see.
- Cerys LlewellynThat feels right to me. The support team got properly started in January and a couple of the account managers have made it a habit.
- Marcus BellYes, I can see that in who's asking the questions. It's not just one person any more, which is the thing I always look for. If one person is asking most of them, it gets a bit fragile.
- Cerys LlewellynI'd say I was most of it at the start, if I'm honest. I'm not now. Which is the idea.
- Marcus BellIt is. And you've got forty licensed users, so there's a lot of headroom if more of the team want to come in.
- Cerys LlewellynThat's what I was going to ask. Is there anyone I should be inviting? I've been a bit cautious, I didn't want people turning up with no idea what they were doing.
- Marcus BellHappy to jump on a call with the new people. Half an hour with a small group usually does it. Shall we book thirty minutes once you've decided who?
- Cerys LlewellynYes please. I'll talk to my team lead and send you names. Let's start with the team who'll use it day to day.
- Marcus BellLovely. Next one, tickets. You've had two in the last month, neither of them high priority.
- Cerys LlewellynWas one of them mine? About a connector, I think.
- Marcus BellI believe so, yes. A sync that was running slow, and the other was a how-to question about saved searches. Both closed, and both inside the response time for Growth.
- Cerys LlewellynGood. I was impressed, actually. I didn't have to chase anyone.
- Marcus BellThat's nice to hear, I'll pass it on. And the earlier one from a couple of weeks ago, the weekend sync that stalled, that's all tidy now?
- Cerys LlewellynTidy. Nobody's mentioned it since.
- Marcus BellGreat. So the picture overall is steady, more people in, not many tickets, nothing overdue on the invoices. I'm quite pleased with it.
- Cerys LlewellynMe too. Can I ask about something else, though? Huw has this thing where he asks who is actually using it, every time. I'd like to be able to give him something he can look at himself.
- Marcus BellOf course. I can put together a short usage report for him, who's using it, how often, and the trend over the last few months. Would a one pager do?
- Cerys LlewellynA one pager would be ideal. He doesn't read much more than that. And if it's got the forty on it, and how far off we are, he'll want to see that honestly.
- Marcus BellNo problem, I'll show the licensed users next to the active ones so it's all in the open. I'd rather he saw it from us than guessed.
- Cerys LlewellynI appreciate that. He's much easier if he feels nothing's being hidden.
- Marcus BellUnderstood. Now, looking ahead. The contract has a renewal on 25 Jul 2025, and it ends the day before, 24 Jul 2025. I'll send the formal notice nearer the time, about ninety days out, but I wanted you to hear it from me first so there's no surprise.
- Cerys LlewellynThat's fine, I've got it in my calendar. It's thirty-nine thousand six hundred, isn't it, at the moment?
- Marcus BellThat's what the order form and the invoices both say, yes. Anything about price for the renewal is for Tom, I'd only muddle it, so I'd leave that with him.
- Cerys LlewellynFair enough. I spoke to Tom just recently with Huw about the expansion, so he's up to date with where we are.
- Marcus BellYes, I saw the note. I'll make sure the usage report goes to Tom as well so you're all looking at the same page.
- Cerys LlewellynBrilliant. Is there anything else you need from me?
- Marcus BellJust the names for the training session, and if anything changes on your side, new systems or people moving about, tell me early so I can keep the connectors happy. That's the thing that catches people out.
- Cerys LlewellynI will. Nothing planned at the moment, but I'll shout.
- Marcus BellPerfect. So to recap: you send me names, I book the thirty minutes, and I send the one pager to you and Huw, with a copy to Tom. Does that sound right?
- Cerys LlewellynThat's it exactly. Diolch, Marcus.
- Marcus BellThanks, Cerys. Enjoy your lunch.
- Cerys LlewellynAnd you. Speak soon.
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