Merriott Lyle Distribution - Success Plan
Documentfinal Merriott Lyle Distribution · success plan · final · 11 Jun 2025
Final version one success plan for the Enterprise account, written by Daniel Okafor on 11 Jun 2025. It sets adoption goals for three teams and a renewal route ahead of contract end on 27 Feb 2026. It lists £116k as contracted annual recurring revenue.
What it says
What this says
As at Fri 9 Oct 2026Final version one success plan for the Enterprise account, written by Daniel Okafor on 11 Jun 2025. It sets adoption goals for three teams and a renewal route ahead of contract end on 27 Feb 2026. It lists £116k as contracted annual recurring revenue.
What it is: A customer success plan prepared by Daniel Okafor, with Lewis Kerr as account owner. It covers branch, key-account and credit-control adoption in four phases, ending in renewal.
Commits: BG-Demo says Daniel will issue the renewal notice ninety days before the contract end of 27 Feb 2026, and promises service delivered to the Enterprise service level. It states no availability, response time or refresh figures.
Unusual: The plan lists 200 licensed users, against 150 in the standard Enterprise tier. The £116k figure is the plan's own statement, not an executed order form.
Not settled: The sponsor approval line reads Agreed at the first quarterly review, so no customer sign-off is recorded. The contract end has passed as of 9 Oct 2026 and the document does not show whether it renewed.
As found in this document
As at Fri 9 Oct 2026- Date end27 Feb 2026Source: the AI read of this record
- Date renewal27 Feb 2026Source: the AI read of this record
- Date start28 Feb 2025Source: the AI read of this record
- Price£116,500Source: the AI read of this record
- Contract end27 Feb 2026Source: the AI read of this record
- Renewal noticeDaniel will issue the renewal notice ninety days before the contract end of 27 Feb 2026.Source: the AI read of this record
- Service levelService delivered to the Enterprise service level, with data freshness and availability both covered.Source: the AI read of this record
- Executive sponsor reviewQuarterlySource: the AI read of this record
- Champion check-inFortnightly during the embed phase, then monthlySource: the AI read of this record
- Contracted annual recurring revenue£116,500Source: the AI read of this record
The document
Body
Merriott Lyle Distribution - Success Plan
Status: Final, version one Date: 11 Jun 2025 Prepared by: Daniel Okafor, Customer Success Manager, BG-Demo Account owner: Lewis Kerr, BG-Demo
Purpose of this plan
This plan sets out how BG-Demo and Merriott Lyle Distribution will make sure B-Glass becomes part of daily work for the branch, key-account and credit-control teams, and how we will know it is paying for itself well before the contract comes up for renewal.
The brain gives each of those teams one place to see a trade account's orders, disputes, calls and invoices together, rather than reconciling several systems by hand. This plan is about making that habit stick.
Account at a glance
| Item | Detail |
|---|---|
| Customer | Merriott Lyle Distribution, Birmingham |
| Business | Builders' merchant and plumbing and heating wholesaler, with branches across the Midlands and the North |
| Tier | Enterprise |
| Customer since | 28 Feb 2025 |
| Contract end | 27 Feb 2026 |
| Contracted annual recurring revenue | £116k |
| Licensed users | 200 |
| Account owner | Lewis Kerr |
| Customer Success Manager | Daniel Okafor |
Where we are today
Read the whole document (6,445 characters)
The first months have gone well. Usage has grown sharply compared with the previous quarter, and the number of people using the brain in a typical month is now well beyond a pilot group. Support has been quiet: a single ticket in the last month, nothing high priority, and no overdue invoices.
That is a good position, but it is early. Licensed users far outnumber the people who log in regularly, so most of the value is still ahead of us. The aim of this plan is to turn a strong start into a habit across all three teams.
Goals
| Goal | What good looks like | Owner |
|---|---|---|
| Branch teams use the brain for trade-account questions before they phone head office | Branch managers can answer an account query from the brain on their own | Daniel Okafor with the customer's head of branch operations |
| Key-account managers prepare for customer meetings from the brain | Orders, calls and open disputes are reviewed in one place before every account review | Daniel Okafor with the customer's key-account lead |
| Credit control sees disputes and invoices alongside calls and emails | Disputed invoices are traced to the originating order and conversation without manual chasing | Daniel Okafor with the customer's credit-control lead |
| Leadership can say what the brain is worth | A short value summary the customer's sponsor can share internally | Lewis Kerr and Daniel Okafor |
Phases and milestones
Phase one: embed (first month after this plan)
- Confirm a named champion in each of the three teams.
- Run a working session with each team, using its own accounts rather than a generic demo.
- Agree the handful of questions each team should be asking weekly.
- Check that every connected source is loading cleanly and that the nightly refresh is landing on time.
Milestone: each team has a champion and a short list of weekly questions.
Phase two: broaden (following two months)
- Invite more branch managers, starting with the busiest branches.
- Share examples of questions that saved time, in the customer's own words.
- Review who is asking questions, so that no single person carries most of the usage.
- Look at dashboards the teams would find useful and build the first of them together.
Milestone: usage is spread across all three teams, with no heavy dependence on any one individual.
Phase three: prove value (ahead of the mid-term review)
- Collect before-and-after examples from each team.
- Compare questions asked month on month and note where the habit has taken hold.
- Agree with the customer's sponsor what a value summary should contain.
- Identify whether additional connectors or further users would help.
Milestone: a value summary agreed with the sponsor, and a view on growth for the next term.
Phase four: renew with confidence (ahead of contract end)
- Daniel will issue the renewal notice ninety days before the contract end of 27 Feb 2026.
- Review adoption, value and service performance with the sponsor.
- Confirm the renewal scope and any changes to users or connectors.
Milestone: renewal conversation held well before the contract end date, with no surprises on either side.
Working rhythm
| Activity | Frequency | Who |
|---|---|---|
| Check-in with the customer's champions | Fortnightly during the embed phase, then monthly | Daniel Okafor |
| Executive sponsor review | Quarterly | Lewis Kerr, Daniel Okafor and the customer's sponsor |
| Usage and ticket review | Monthly, internal | Daniel Okafor |
| Service review against the Enterprise service level | Quarterly | Daniel Okafor |
The Enterprise tier includes an executive sponsor on the BG-Demo side, and we will use that relationship to keep leadership attention on outcomes rather than on features.
Risks and how we will watch them
| Risk | Early sign | Response |
|---|---|---|
| Usage concentrated in a few people | One or two names asking most of the questions | Widen the champion group and run team sessions |
| A connected source stops loading | Records indexed stay flat for several weeks | Check the source with the customer's IT team and fix it promptly |
| Champion moves on | A named champion leaves or changes role | Agree a deputy for each team in phase one |
| Value is hard to explain | The sponsor cannot say what the brain delivers | Bring forward the value summary |
What we need from Merriott Lyle Distribution
- A sponsor who can attend the quarterly review.
- A named champion in the branch, key-account and credit-control teams.
- A colleague in IT who can help when a connected system changes.
- Honest feedback, early, when something is not working.
What Merriott Lyle Distribution can expect from BG-Demo
- A single point of contact in Daniel Okafor for adoption and success.
- Commercial questions handled by Lewis Kerr.
- Service delivered to the Enterprise service level, with data freshness and availability both covered.
- A clear conversation about renewal well ahead of time.
Approval
| Role | Name | Date |
|---|---|---|
| Customer Success Manager, BG-Demo | Daniel Okafor | 11 Jun 2025 |
| Account owner, BG-Demo | Lewis Kerr | 11 Jun 2025 |
| Executive sponsor, Merriott Lyle Distribution | Agreed at the first quarterly review |
Unusual terms
As at Fri 9 Oct 2026- 200 licensed users against 150 in standard Enterprise
- Contract end 27 Feb 2026 now past
- Customer sponsor approval not recorded