Brimscombe Energy - Success Plan
Documentfinal Brimscombe Energy · success_plan · final · 2025-04-30
Final version 1 success plan dated 30 Apr 2025 for Brimscombe's Enterprise subscription, term 10 Jan 2025 to 9 Jan 2026. It sets adoption milestones and success measures, and states annual recurring revenue of £115k and 180 licensed users.
What it says
What this says
Current to 13 Oct 26Final version 1 success plan dated 30 Apr 2025 for Brimscombe's Enterprise subscription, term 10 Jan 2025 to 9 Jan 2026. It sets adoption milestones and success measures, and states annual recurring revenue of £115k and 180 licensed users.
What it is: a BB-Demo success plan prepared by Daniel Okafor, reviewed with account owner Tom Ashdown. It covers embedding, deepening and proving value ahead of the first renewal.
Commits: BB-Demo to a check-in cadence, monthly review of who is asking questions, and a value summary "Well ahead of the renewal notice". The plan states the term runs "From 10 Jan 2025 to 9 Jan 2026" with 180 licensed users.
Unusual: it is not a contract and carries no service levels or price terms. The £115k figure is the plan's own statement of contracted annual recurring revenue, not checked here against an order form.
Not settled: the plan is dated 30 Apr 2025 and its term ended on 9 Jan 2026, so it says nothing about renewal outcome or current usage. Customer sponsor and operations lead are unnamed.
As found in this document
Current to 9 Oct 26- Date end9 Jan 2026Source: object_read:doc_154_009
- Date start10 Jan 2025Source: object_read:doc_154_009
- Price£115,000Source: object_read:doc_154_009
- TermFrom 10 Jan 2025 to 9 Jan 2026Source: object_read:doc_154_009
- Licensed users180Source: object_read:doc_154_009
- Value summaryWell ahead of the renewal noticeSource: object_read:doc_154_009
- Renewal conversationBefore the contract end on 9 Jan 2026Before the contract end on 9 Jan 2026 · Source: object_read:doc_154_009
- Question reviewMonthlySource: object_read:doc_154_009
The document
Body
Brimscombe Energy - Success Plan
Status: Final, version 1 Date: 30 Apr 2025 Prepared by: Daniel Okafor, Customer Success Manager, BB-Demo Account owner: Tom Ashdown, BB-Demo Customer: Brimscombe Energy, Gloucester Tier: Enterprise
1. Purpose of this plan
Brimscombe Energy joined BB-Demo on Friday 10 January 2025. This plan sets out what the company brain is there to achieve for Brimscombe, how we will know it is working, and who does what between now and the end of the current term on 9 Jan 2026. It is meant to be read by the people running the brain day to day as well as by the sponsors, so it is deliberately plain.
Brimscombe is a business gas and electricity supplier licensed by Ofgem, serving a large base of SME and corporate sites. The reason for buying Enterprise was simple: the key-account, collections and complaints teams were each looking at a different slice of the same business customer. The brain brings each customer's sites, contracts, calls and bills into one place that all three teams can question.
2. Where we are today
Read the whole document (6,650 characters)
| Area | Position |
|---|---|
| Contract | Enterprise subscription, annual recurring revenue of £115k, contracted |
| Licensed users | 180 |
| Term | From 10 Jan 2025 to 9 Jan 2026 |
| Adoption | Active users have more than tripled compared with the prior quarter |
| Support | Four tickets in the last month, none of them high priority |
| Invoices | None overdue |
The early picture is healthy. The teams that were given access are using it, the volume of support questions is low and routine, and billing is clean. The aim of this plan is to turn a good start into habit, so that the brain is part of how each team works before the first renewal conversation arrives.
3. Outcomes we are working towards
- One view of a business customer. A key-account manager, a collections agent and a complaints handler can each ask the brain about the same customer and get the same sites, contracts, calls and bills.
- Less manual reconciliation. Teams stop assembling the picture by hand from several systems before a call or a collections conversation.
- Complaints handled with full context. Complaints staff can see the recent history behind a complaint without asking another department.
- Collections with better judgement. Collections staff can see calls and contract context alongside the bill before deciding how to approach a late payer.
- Broad, durable use. Questions come from many people across the three teams, not from one or two enthusiasts.
4. Phases and milestones
Phase one: embed (now)
| Milestone | Owner | Timing |
|---|---|---|
| Confirm which teams and roles are live and which are still waiting | Daniel Okafor with the Brimscombe operations lead | Next two weeks |
| Agree a short list of everyday questions for each of the three teams | Brimscombe team leads, with Daniel | Within the month |
| Check that every connected source is loading as expected after each nightly refresh | BB-Demo support, reported to Daniel | Ongoing |
Phase two: deepen
| Milestone | Owner | Timing |
|---|---|---|
| Run a hands-on session for each team using their own customers' data | Daniel Okafor | Over the coming weeks |
| Review who is asking questions and where use is thin | Daniel Okafor and the Brimscombe operations lead | Monthly |
| Identify a second wave of users from teams not yet live, within the licensed 180 | Brimscombe sponsor | By the end of the quarter |
| Review any additional sources Brimscombe wants connected | Tom Ashdown and Daniel Okafor | Once adoption has settled |
Phase three: prove value
| Milestone | Owner | Timing |
|---|---|---|
| Gather two or three concrete examples of time saved or better outcomes from each team | Brimscombe team leads, with Daniel | Mid-term |
| Write a short value summary for the Brimscombe executive team | Daniel Okafor | Well ahead of the renewal notice |
| Open the renewal conversation with the evidence in hand | Tom Ashdown and Daniel Okafor | Before the contract end on 9 Jan 2026 |
5. How we will measure success
We will not chase a single number. We will look at a small set of signals together, and talk about them openly with Brimscombe:
- Questions asked. The most direct measure of value. We will watch the trend month on month and who is asking, so that no single person carries the account.
- Active users against the licence. How much of the licensed 180 is in real use, and which teams are missing.
- Freshness. Whether the nightly refresh lands in time for the working day, on every business day.
- Connector health. Whether every connected source keeps loading, particularly after Brimscombe changes one of its own systems.
- Support experience. Tickets raised, how quickly they were answered against the Enterprise service level, and whether any repeat themes appear.
- Customer voice. What the team leads and sponsors tell us in check-ins about whether the brain is saving them time.
6. Risks and how we will handle them
| Risk | What we will do |
|---|---|
| Use stays concentrated in a few people | Monitor who asks questions and run team sessions to spread habit |
| A connected system changes and a source stops loading | Ask Brimscombe to tell us ahead of system changes; check records indexed after each change |
| The sponsor or a key champion moves on | Keep at least two named contacts on each side and share this plan widely |
| The value is felt but never written down | Capture concrete examples as we go, not at the end |
7. Roles
BB-Demo
- Daniel Okafor, Customer Success Manager: owns adoption, check-ins, this plan and the renewal conversation alongside the account owner.
- Tom Ashdown, account owner: owns commercial terms and any change to the subscription.
Brimscombe Energy
- The executive sponsor: champions use across the three teams and receives the value summary.
- The operations lead: day-to-day contact for adoption and for questions about connected sources.
- The key-account, collections and complaints team leads: own the everyday questions and examples for their teams.
8. Cadence
Daniel will hold a regular check-in with the operations lead and will join an executive review as the term progresses. We will come back to this plan at each review and update it if priorities change. The next formal point is the value summary ahead of the renewal notice for the term ending 9 Jan 2026.
9. Sign-off
Prepared by Daniel Okafor, Customer Success Manager, BB-Demo, on 30 Apr 2025.
Reviewed with Tom Ashdown, account owner, BB-Demo.