Penmaen Software / BG-Demo – Check In
Callcompleted
Penmaen Software · 4 Nov 2025 10:15
Check-in on 4 Nov 2025 with Cerys Llewellyn: daily use up, one how-to ticket, invoices paid. Only a small group asks most questions. Huw will want a usage case before the 24 Jul 2026 contract end.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 4 Nov 2025 with Cerys Llewellyn: daily use up, one how-to ticket, invoices paid. Only a small group asks most questions. Huw will want a usage case before the 24 Jul 2026 contract end.
What happened: Marcus Bell reviewed usage, tickets and finance with Cerys. Average daily active users were just under ten, up on the previous quarter, against 40 licensed users.
Customer view: Cerys is positive and uses the brain to spot which leisure operators are near renewal or have gone quiet. She says it is sometimes thin on product usage for smaller operators, which she thinks is a source on her side.
Commercial: The contract runs to 24 Jul 2026 and Tom Ashdown owns the commercial side. Cerys says Huw will want a proper usage case first, so Marcus agreed to keep a running summary.
Watch: Questions come mostly from Cerys, Ffion and a couple of customer success managers, a key-person risk. The pinned per-operator dashboard on the Growth plan is the agreed way to broaden use.
Themes
As at Fri 9 Oct 2026Theme
Adoption and renewal prep
Importance
neutral
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 Bell to send the usage summary and a dashboard guide, then book a build session the week after the board pack.
- Cerys Llewellyn to name the first account managers and check the thin product usage data with Ffion.
Risks
As at Fri 9 Oct 2026- Most questions come from a small group, so use could fade if it stays with two enthusiasts.
- The finance director will want a usage case before engaging on the 24 Jul 2026 renewal.
Opportunities
As at Fri 9 Oct 2026- Many of the 40 licences are unused, so account managers can be brought on as the next group.
- A per-operator dashboard on the Growth plan could be built together with Cerys and Ffion.
Transcript
Marcus BellMorning, Cerys. Can you hear me alright?
Cerys LlewellynMorning, Marcus. Yes, loud and clear. Can you see me? My camera keeps freezing on the first join.- Marcus BellI can, you've just gone a bit still. There you go, you're back.
- Cerys LlewellynBrilliant. Sorry, it's one of those mornings. The train was cancelled so I'm working from the spare room, and the dog has decided he needs to be involved.
- Marcus BellNo bother at all. I'm in the home office myself, it's chucking it down in Manchester. Shall we get going? I've got about half an hour of your time.
- Cerys LlewellynYes, go on. Actually, can I start with something? My team asked me this week whether the brain can tell us which of our leisure operators are coming up for renewal soonest, and which ones have gone quiet. So that's what's in my head today.
- Marcus BellThat's a good one to have in mind, and I think we can get to it. Let me share my screen, and I'll say what I want to cover. Three things really. Usage over the last month, any tickets, and then what you want to do next with it. Can you see that?
- Cerys LlewellynYes, I can see the usage page. Go on.
- Marcus BellRight. So I've pulled the numbers. Over the last thirty days you've had just under ten people active on average each day. That's up quite a bit on the previous quarter, which is the direction we like.
- Cerys LlewellynOh, that's good to hear. I wasn't sure. I know the team have been using it more since we ran that lunchtime session, but you never really know.
- Marcus BellIt shows. The line goes up after the middle of the quarter and it hasn't dropped back. And you've got forty licensed users, so there's plenty of room if you want to bring more of the team on.
- Cerys LlewellynMm. Forty. We're nowhere near that, are we. I think half of the people who could be in there haven't logged in once.
- Marcus BellNot yet, no. Which is fine. It's headroom, not a problem. Who do you think should be next?
- Cerys LlewellynLet's start with the team who'll use it. The account managers who look after the bigger operators. They're the ones who get the calls when something goes wrong, and they never have the full picture in front of them.
- Marcus BellThat makes sense. Can I show you the questions asked? This is probably the best single measure of whether it's earning its place.
- Cerys LlewellynPlease. I'm always curious who the heavy askers are, I suspect it's me and Ffion.
- Marcus BellIt is, mostly. You two and a couple of the customer success managers make up most of it. Which is great, but the only thing I'd say, and it's not a worry, is that it's a small group. If you want it to stick, spreading the questions around the wider team is what makes it stick.
- Cerys LlewellynYes. I've seen this work when the whole team has it in their routine, and I've seen it fade when it's two enthusiasts. I'd rather be the first kind.
- Marcus BellAgreed. What sort of questions are they asking, out of interest? I've only seen the counts, not the content.
- Cerys LlewellynMostly things like, which operators have raised more tickets this month than last, and who has an open renewal conversation but hasn't logged into our product in a while. The second one is the useful one. Which customers are at the edge? That's what I'm always trying to find out.
- Marcus BellRight, and that's exactly the thing the tickets, the usage and the renewal dates are supposed to give you in one place. Are you getting a sensible answer back?
- Cerys LlewellynMostly, yes. Sometimes it's a bit light on the product usage side for the smaller operators. I think that's a data thing on our end, not yours, but I haven't had time to chase it.
- Marcus BellOkay. Let me make a note of that. If it's a source on your side that's thin, Ffion probably knows where it's coming from. We can have a look together if you like.
- Cerys LlewellynYes, please. Ffion would love that, she likes a puzzle.
- Marcus BellLovely. Right, tickets. You've had one in the last month. It was a how-to, someone wanting to filter a page by operator. It was answered and closed, nothing high priority, nothing sat open.
- Cerys LlewellynYes, that was one of the new starters. I think they just hadn't found the filter. Does one ticket sound low to you?
- Marcus BellFor a team of your size using it more, I'd say it's healthy. Nothing's broken, people are finding their way. If it had been none at all with usage falling, I'd be asking questions. This is the other way round.
- Cerys LlewellynGood. That's what I wanted to hear.
- Marcus BellAnd on the finance side, nothing outstanding. Invoices are all paid up, so no flags from there either.
- Cerys LlewellynHuw would be pleased to hear that, he does like to know it's all tidy.
- Marcus BellSpeaking of which, just so it's on the table, the contract runs to 24 Jul 2026, so there's a good while yet. I'm not raising it to nudge you, I just don't want it to creep up on anyone. Tom Ashdown looks after the commercial side, and he'll be in touch nearer the time.
- Cerys LlewellynThat's fine. Huw will want a proper usage case before he says anything, he always does. So whatever you can pull together nearer the time would help.
- Marcus BellHappy to. I'll keep a running summary so it's not a scramble. Actually, shall we do the dashboards bit? I think that's where you can get the most out of the Growth plan, and you haven't built many yet.
- Cerys LlewellynI know, I know. It's on my list. What would you suggest we build first?
- Marcus BellHonestly, one view per operator, with tickets, usage and renewal date side by side. It's the same thing you're asking the chat each time, but pinned, so the account managers can open it before a call without having to type anything.
- Cerys LlewellynOh, I like that. That's the thing I'd put in front of the team on a Monday.
- Marcus BellI'm happy to jump on a call with you and Ffion and build the first one together. It's not long. Shall we book thirty minutes?
- Cerys LlewellynYes. Not this week, we've got a board pack going out, but the week after would be good. I'll ask Ffion to send you a couple of slots.
- Marcus BellPerfect. So from me, I'll send over the usage summary from today so you've got it in writing, plus a short guide on building a dashboard, in case you want to have a go before we meet.
- Cerys LlewellynLovely. And from my side, I'll find out which of the account managers want to be first, and I'll check with Ffion about that thin product usage data.
- Marcus BellThat's everything I had. Anything else before we stop? You've still got a few minutes if you want them.
- Cerys LlewellynNo, I think that's it. It's been really useful. I'll let you get on, and I'll go and rescue the dog from the postman.
- Marcus BellHa, good luck. Thanks, Cerys. Speak soon.
- Cerys LlewellynDiolch, Marcus. Bye for now.
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