Fairhallow Travel / BG-Demo – Check In
Callcompleted
Fairhallow Travel · 22 Aug 2025 16:30
Becky Lawton, Head of Account Management, has about a week left. She is a heavy user, and the account falls to the COO, who will ask what it costs. Marcus Bell agreed a one-page value summary and a September team session.
What was said
What this says
As at Fri 9 Oct 2026Becky Lawton, Head of Account Management, has about a week left. She is a heavy user, and the account falls to the COO, who will ask what it costs. Marcus Bell agreed a one-page value summary and a September team session.
What happened: Marcus Bell walked through usage on the Growth tier. About six of forty licensed users are active on a normal day, slightly down on the quarter before.
Customer view: Becky said she is one of the few who carry most of the usage. Her words: "He'll ask who's using it and what it costs us a month, and that's it." She asked for a one-page view of bookings, tickets and reviews.
Commercial: The contract runs to 31 Dec 2025 and renews from 1 Jan 2026 at £40k a year. Pricing sits with Tom Ashdown. The COO reviews every licence count.
Watch: The champion leaves and a key-person dependency passes to a sceptical sponsor. Support is clean: one sync ticket, fixed, and nothing overdue on finance.
Themes
As at Fri 9 Oct 2026Theme
Champion departure, renewal prep
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends Becky the usage cut by client and the one-page summary for her review.
- Marcus finds dates early next week for the September team session.
- Marcus contacts the COO once Becky has handed over, with Tom Ashdown ready on pricing.
Risks
As at Fri 9 Oct 2026- Becky Lawton, a heavy user and the champion, leaves within about a week, leaving the Growth subscription with no day-to-day sponsor.
- The COO will judge the renewal on usage and monthly cost, and active use is about six of forty licensed users.
- A few people carry most of the questions asked, a key-person risk.
Opportunities
As at Fri 9 Oct 2026- A one-page value summary can give the COO a case before the renewal from 1 Jan 2026.
- A practical September session on client review packs could widen use beyond the few heavy users.
Transcript
Marcus BellHello Becky, can you hear me alright? Give me a second and I'll share my screen.
Becky LawtonHi Marcus! Yes, loud and clear. Sorry, I've literally just come out of a client review that ran over, so I'm a bit out of breath.- Marcus BellNo problem at all. Good afternoon, by the way, it's gone half four already. How did the review go?
- Becky LawtonLove that you asked. So the client's finance director grilled us on service tickets for twenty minutes, and my account manager had the numbers on her phone because she'd pulled them from the brain at lunch. I could have hugged her.
- Marcus BellThat's exactly what it's for. Right, so what I wanted to cover today is quick. I've pulled the numbers for the last quarter, I'd like to go through who's using it, and then I want to hear what you need before you go.
- Becky LawtonYes, go on. Fair warning, I've got about a week left, so anything I need to say, I need to say it now.
- Marcus BellUnderstood. So, usage first. You're licensed for forty users on Growth, and on a normal day about six of them are actually asking things. That's a bit lower than the quarter before. Not dramatic, but it's drifted down.
- Becky LawtonMm. Yeah, that doesn't surprise me. It's August, half my team is on holiday and the other half is on client sites. Can we see it by client though? Because I think the people who use it are really using it.
- Marcus BellWe can, yes. I can send you a cut by person and by the questions they ask. What I'd say is a few people carry most of it, and that's worth knowing when things change.
- Becky LawtonRight, and one of those few is me. I know. That's sort of the thing I wanted to talk about.
- Marcus BellGo on.
- Becky LawtonWhen I go, the thing falls to our COO. He's lovely but he is not going to champion a tool. He'll ask who's using it and what it costs us a month, and that's it. So my team needs this before the review of the whole account, not after.
- Marcus BellThat makes sense. What would help him most, do you think? A one page view of usage and what it's replaced?
- Becky LawtonYes. One page. Bookings, tickets and reviews in one place, and who asked what. Short. He won't read more than that.
- Marcus BellOkay, I can do that. I'll put it together and send it to you first so you can tell me if it's pitched right, and then I can walk him through it. Happy to jump on a call with him once you've gone.
- Becky LawtonBrilliant. And can you do a session for the team in September? Proper, practical. Nothing fancy, just how to ask for a client review pack in two minutes.
- Marcus BellYes, I'd like that. I'll find a slot with whoever you nominate. Shall we say I'll come back to you with dates early next week?
- Becky LawtonPerfect.
- Marcus BellCan I just check the support side? I can see one ticket in the last month. Did that get sorted for you?
- Becky LawtonThe sync one? Yes, that was fixed quickly. Honestly, I'd forgotten about it. Nothing outstanding.
- Marcus BellGood. And nothing overdue on the finance side either, so that's all tidy.
- Becky LawtonRight. Now the bit I'm slightly nervous about. The contract. It's up at the end of the year, isn't it?
- Marcus BellYes, it runs to 31 Dec 2025 and renews from 1 Jan 2026. You're at £39,600 a year. Pricing and terms for that go through Tom Ashdown, so I won't get into it, but I'll make sure he and I are both ready before the conversation with your COO.
- Becky LawtonOkay. I'm not going to pretend I know which way he'll go. He reviews every licence count. I'd just say, show him it earning its place.
- Marcus BellThat's fair, and that's what the one pager is for. I'll be straight with him about what the usage looks like, good and not so good.
- Becky LawtonLove that. Straight is what he likes.
- Marcus BellRight. So to recap. I send you the usage cut by client and the one page summary. I find dates for the team session in September. And I'll be in touch with your COO once you've handed over.
- Becky LawtonThat's it. Thank you, Marcus, genuinely. You've been really good to work with.
- Marcus BellThanks Becky, that's kind. Good luck with whatever's next. Keep in touch.
- Becky LawtonI will. Bye for now, speak soon, take care!
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