Strensall Merchants / BG-Demo – Renewal
Callcompleted
Strensall Merchants · 27 Jan 2026 10:15
Renewal call: Lewis proposed Enterprise plus ten users at £114k a year from 28 Feb 2026. Fiona wants both options and a usage page before signing, and wants the next price change in writing well ahead.
What was said
What this says
As at Fri 9 Oct 2026Renewal call: Lewis proposed Enterprise plus ten users at £114k a year from 28 Feb 2026. Fiona wants both options and a usage page before signing, and wants the next price change in writing well ahead.
What happened: Lewis Kerr set out a renewal at £114k a year plus VAT, unchanged from the executed order form, with 160 licensed users. Fiona Metcalfe said she could not agree anything on the call and asked for two versions.
Customer view: Fiona said the price and structure were what she expected. Her open point is whether the extra block of ten users is needed, given about forty daily active users and a fall of a bit under a fifth.
Commercial: This is the last term on the original price list, and Fiona wants the next figure in writing in pounds so she can explain it to the board. Neil Craven argued for keeping the ten for branch rollout.
Watch: Daniel Okafor owes a one page usage view and a check on whether the high priority ticket met the 30 minute response. Signing by 3 Feb 2026 may be tight.
Themes
As at Fri 9 Oct 2026Theme
Enterprise renewal and usage
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Lewis Kerr sends two order form versions, with and without the block of ten, to Fiona Metcalfe today.
- Daniel Okafor sends a one page usage view by team and branch group, earlier in the week if he can.
- Daniel Okafor checks the high priority ticket timestamps and reports back on the 30 minute response.
Risks
As at Fri 9 Oct 2026- Fiona may drop the block of ten users because daily activity is about forty against 160 licensed.
- The following renewal moves to the current list price and Fiona wants it in writing well ahead.
- Signing by 3 Feb 2026 may slip if the usage page arrives late.
Opportunities
As at Fri 9 Oct 2026- Neil wants to keep the ten users to bring more branches onto B-Viz.
- The key account team asked about dashboards on their own, which could lead to a quoted add-on or further adoption.
- Fiona now gets credit exposure answers in one conversation, which supports a value case.
Transcript
Daniel OkaforMorning, everyone. Can you hear me alright? Thank you all for making the time, I know it's a busy week for you. Let me just check who's joined. Lewis, Neil, Fiona. Lovely, that's everybody.
Neil CravenMorning, Daniel. Aye, I can hear you fine. Sorry, I'm sat in the car park at one of the York branches, so if I go quiet, that's the signal. I've had a builder on the phone since half seven about a delivery, so I'm a bit behind myself.- Daniel OkaforNo trouble at all. Did you get it sorted?
- Neil CravenMostly. Wrong branch had the pallets. Which branch, which account, that's always the first question. Anyway, let's sort it, not talk about it. Carry on.
Lewis KerrMorning all. Sounds like a typical Tuesday. Is it raining up there as well? It's been grey all morning down here.
Fiona MetcalfeDry in York, just about. Before we start, what decision is needed from me today?- Lewis KerrFair question, Fiona, and I'll keep it tight. Your current term ends on 27 Feb 2026. What I'd like to confirm today is what you want to renew and from when, so that I can get the order form to you this week and have it signed by 3 Feb 2026. That leaves a comfortable gap before the end of the month. So really the decision is whether the shape I'm about to describe is the one you want to take forward for approval.
- Fiona MetcalfeGo on.
- Lewis KerrSo, to put a number on it. It's Enterprise, as you have it today, at the list price from when you signed, plus one block of ten additional users. Together that comes to £113,500 a year, and that's plus VAT. The new term would run from 28 February 2026, co-termed to your renewal, so there's no gap and no overlap.
- Fiona MetcalfeIn pounds, please. What is that against what we pay now?
- Lewis KerrIt's the same. £113,500 a year is what's on the executed order form and it's what finance have been invoicing. So there's no change in the annual figure. I've checked it against the order form and not from memory.
- Fiona MetcalfeGood. And the user count?
- Lewis KerrEnterprise includes a hundred and fifty users, and the extra block of ten takes you to 160 licensed users. That's what you hold at the moment as well.
- Neil CravenCan I come in on that? Because I know what Fiona's going to ask next, and I'd rather say it first. We're not using all hundred and sixty. Are we?
- Daniel OkaforYeah, I can speak to that, Neil, and I'd like to be straight about it. Over the last month, on a typical working day, about forty people are active in B-Viz. That's a bit lower than the previous quarter. Not dramatically, but it's lower, and I don't want to dress it up.
- Fiona MetcalfeLower by how much, in pounds or in people? I never renew without a usage case, as you know.
- Daniel OkaforIn people, it's a fall of a bit under a fifth on the average. Some of that I'd put down to the time of year. The branch teams are quieter after the holidays and a few people have moved roles. But I'll be honest, I don't think that explains all of it, and I'd want to look at it by team before I gave you a view I'd stand behind.
- Fiona MetcalfeThat's a straight answer. Thank you.
- Neil CravenHere's my side of it. The people who use it, use it a lot. Trade credit and the key account team are in there every day. What's the builder actually seeing? It's the same story whether it's the branch, the credit controller or me. That was the whole point. The branches that aren't on it properly yet, that's on me, not on the product.
- Daniel OkaforI'd agree with that, Neil. The heavy users are heavy. It's the long tail of branch accounts that's thin. How is the team finding it, by the way? The credit controllers, I mean. Last time we spoke you said they'd stopped phoning round to check orders.
- Neil CravenThey've mostly stopped. There's still one or two who'll ring a branch out of habit. Old habits. But when a big housebuilder account rings in about a late delivery, they can see the orders, the deliveries and the credit position in one go. That's worth having.
- Fiona MetcalfeThe credit position is my interest. What's our exposure on that account, I can now ask and get an answer in the same conversation. That did not used to be true. I'll say that for the record.
- Lewis KerrThat's useful to hear. And Fiona, on the block of ten, I'll say plainly: I wouldn't push anything on you that the usage doesn't support. If you'd rather drop it and renew at the Enterprise base alone, I can quote that as well, and I'd send both so you can compare them.
- Fiona MetcalfePlease do send both. I'd like to see the difference in pounds.
- Neil CravenHang on, though. Can I make the case for keeping the ten? We've still got branches to bring on, and I don't want to be going back and asking for users halfway through the year. Last time that took weeks.
- Fiona MetcalfeNeil, I hear you, but that's a rollout argument, not a usage one. If the branches are coming on, I want to see them coming on. Show me a plan and I'll be more comfortable.
- Neil CravenFair enough. I'll get you something by branch. Not a novel, just a list.
- Daniel OkaforI can help with that, Neil. Just to close the loop, I can pull the active users by team and by branch group so you're both looking at the same picture. It would show who is in there regularly and where the gaps are. I'll come back to you by the end of next week with that.
- Fiona MetcalfeThat would help. Put it in one page if you can.
- Daniel OkaforOne page, yes. Happy to.
- Lewis KerrWhile we're on the numbers, Fiona, there is one thing I want to be clear on, because I'd rather you heard it from me now than found it in the paperwork. This coming term is the last one on the original price list.
- Fiona MetcalfeYes, I'd noted that. That's what I wanted to raise. So the renewal a year on, at the end of next February, will be at the new list price.
- Lewis KerrThat's right. Customers who signed on the earlier list keep it until the first renewal after the changeover date, and this is the renewal that falls just before that is relevant to you. So the term starting 28 February 2026 is on the old list, and the one after it moves to the current list. First-term discounts also fall away at renewal, though you didn't have one on the base as far as I can see.
- Fiona MetcalfeI'm not going to ask for the new figure today. I'll want it from you in writing, in pounds, well ahead of that renewal, so I can explain it to the board. We'll look at it at renewal.
- Lewis KerrUnderstood, and sensible. I'll put a note on the order form that the following term is at the then current list, and I'll send you the figure in good time. I won't leave it to the last month.
- Fiona MetcalfePlease. I dislike surprises, and so does the board.
- Neil CravenIs it right, Lewis, that price is for Fiona and me to stay out of? I don't discuss price without her, so I'll shut up on that one.
- Lewis KerrHa, you can say what you like, Neil. But yes, the order form goes to Fiona.
- Daniel OkaforCan I just go through the support side before we move on? Fiona, you'll want this for the usage case anyway. There were two tickets in the last month, and one of them was marked high priority. Both have been dealt with. Nothing is hanging open that I know of.
- Fiona MetcalfeWas the high priority one answered inside the time we're entitled to?
- Daniel OkaforI don't want to guess on that from memory, and I don't like guessing at a date or a time I don't own. Let me check the timestamps and I'll write back to you with the answer. Enterprise has a thirty minute first response on priority one, so I'll tell you plainly whether it was met.
- Fiona MetcalfeThank you. I'd rather know.
- Neil CravenFor what it's worth, nobody from the branches has been on to me complaining. If it were broken I'd hear about it, believe me. Fifteen years in branches, I know how people complain.
- Daniel OkaforHa, I believe you. And the nightly refresh has been landing on time, as far as I can see, so what people open in the morning should be current. I'll include that in the one page so it's not just my word.
- Fiona MetcalfeRight. Let me say where I am. The price is what I expected. The structure is what I expected. My open point is the usage and whether we need the extra block of ten. I can't agree anything on a call, so I'll want the order form with both options, and the usage page, and then I'll take it through our sign-off.
- Lewis KerrThat works for me. Let me repeat it back so we're all saying the same thing. I send two versions today: Enterprise with the block of ten at £113,500 a year plus VAT, and Enterprise on its own so you can see the gap. Both start on 28 February 2026. Daniel sends the one page on usage by the end of next week. You review and aim to sign by 3 Feb 2026.
- Fiona MetcalfeAim, yes. If the usage page isn't in until the end of next week, then the third might be tight. I'll tell you if so.
- Daniel OkaforThen let me bring that forward. I'll try to have the page with you earlier in the week and I'll tell you on Monday if I can't. I'd hate for the usage case to be what delays you.
- Fiona MetcalfeThat would be appreciated.
- Neil CravenDaniel, one more thing while you're here. The key account team asked me if they could get the dashboards bit on their own. Is that something that's in what we have?
- Daniel OkaforIt's something I'd want to look at with them rather than answer off the cuff, Neil. Your Enterprise tier covers a good deal, but I'd like to hear what they're trying to see first. Can they send me a couple of examples? Then I'll tell you what's already possible and what isn't.
- Neil CravenAye, I'll get them to. Probably what the housebuilder accounts look like month on month. That sort of thing.
- Fiona MetcalfeAnd if that turns into a cost, I'd like to hear about it before it does. No surprises there either.
- Lewis KerrAgreed. If anything needs a quote it comes through me, with the VAT position stated, and it comes to you before anyone commits. I'll send that over today if it's relevant, but I suspect it isn't.
- Fiona MetcalfeGood. Now, a different question, and I'll keep it short. Is there anything in this renewal that changes the terms we signed? Service levels, availability, anything like that?
- Lewis KerrNothing changes. The order form carries over the service levels you have today, including the availability commitment and the freshness commitment that Enterprise is credited for. The only differences are the dates and the note about the following term.
- Fiona MetcalfeThen I've no objection in principle. I'll want our legal team to see the order form as usual, but if it's the same wording, that should be quick.
- Lewis KerrIt is the same wording apart from those points, and I'll mark the changes so nobody has to hunt for them. I'll send that over today.
- Neil CravenCan I ask a daft one? What happens if we've not signed by the twenty-seventh and it all just lapses?
- Daniel OkaforNot a daft one at all. We wouldn't want anyone to be cut off by an admin delay, and I'd come back to you well before then to make sure it didn't happen. But it's far better to avoid the question, which is why the date of 3 Feb 2026 is there. Plenty of margin.
- Fiona MetcalfeWe'll be well inside it. Don't worry on that score.
- Lewis KerrLovely. Anything else you need from me before I let you go?
- Fiona MetcalfeNo. That covers what I needed. I'll look for the two versions today.
- Neil CravenNowt from me. Thanks, lads. I'll get that branch list over to Daniel, and I'll chase my key account lot about the examples.
- Daniel OkaforThank you, Neil. And thank you both for your time and your candour on the usage. It helps us a great deal. Best wishes to you all, and I'll be in touch on Monday.
- Lewis KerrCheers, everyone. Speak soon.
- Fiona MetcalfeGoodbye.
- Neil CravenCheers all. Right, back to my builder.
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