Mossbrook Data Partners / BG-Demo – Check In
Callcompleted
Mossbrook Data Partners · 2 Feb 2026 11:00
Joanna Platt says the account is quiet but under-used: about three of 15 Starter users are active. She wants wider team adoption, and Marcus Bell agreed a training session, a referral note and a renewal chat.
What was said
What this says
As at Fri 9 Oct 2026Joanna Platt says the account is quiet but under-used: about three of 15 Starter users are active. She wants wider team adoption, and Marcus Bell agreed a training session, a referral note and a renewal chat.
What happened: Marcus Bell took Joanna Platt through usage, freshness, tickets and billing, all steady. Joanna also raised referral clarity and the renewal.
Customer view: Joanna said the three regular users really use it and that one saves an hour before each client review. She wants more of the delivery team on it, because she is about to ask her own clients to buy it.
Commercial: This sits under the Starter order form at £20k a year, with 15 seats and no pressure on tier. The term was due to end on 28 Aug 2026, so the late spring renewal conversation was a plan then. Pages is included on Starter and had not been used.
Watch: A few people ask most of the questions, which is a key-person risk. The evidence does not show whether the training session took place.
Themes
As at Fri 9 Oct 2026Theme
Low adoption, renewal ahead
Importance
renewal
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 follow-up email with training options and draft the data-location paragraph this week.
- Marcus Bell to ask Sophie to reply to Joanna on the referral note.
- Marcus Bell and Sophie to diary the renewal conversation for late spring.
Risks
As at Fri 9 Oct 2026- Only about three of 15 Starter users are active, and a few people ask most of the questions.
- Pages, included on Starter, was largely unused, so value may be understated at renewal.
- The renewal price change for a customer signed before the new price book was not discussed in detail.
Opportunities
As at Fri 9 Oct 2026- A light training session with the consultants, including pages, could widen use before renewal.
- Joanna is a partner who wants to introduce clients, and expects a manufacturer to need Growth.
Transcript
Marcus BellHi Joanna, can you hear me alright?
Joanna PlattLoud and clear. Morning, Marcus. Sorry, give me one second, I've got the pipeline sheet open on the other screen and it's being slow.- Marcus BellNo rush at all. Good weekend?
- Joanna PlattQuiet, thank goodness. Though it's Monday, so everybody has a list. And it's freezing up here, we've had sleet since about eight.
- Marcus BellSame in Manchester, honestly. I'm in the office and the heating is working about half the time. So I'm in a coat, on a video call, looking very professional.
- Joanna PlattHa. Very good. Right, do you want to start, or shall I do my usual and begin with the pipeline?
- Marcus BellGo for the pipeline, that's the bit I'm most interested in. Then I'll share my screen and take you through the usage numbers. Happy to keep it to about half an hour.
- Joanna PlattPerfect. So, client pipeline. We've got three conversations live at the moment that I think are properly B-Viz shaped. One is a manufacturer, they're already on Snowflake, we built the warehouse for them, and their finance director is fed up with chasing three different systems to answer one question about margin by customer.
- Marcus BellMm. That's the classic one.
- Joanna PlattIt is. The second is a housing group, a bit more cautious, lots of questions about where the data sits. And the third is a smaller professional services firm, they're less sure they need it, but their operations lead keeps asking me about it, so I think there's something there.
- Marcus BellOn the housing group, the data question is easy to answer, it all runs inside their own Snowflake account. Nothing leaves it. If it helps I can write that up in a paragraph you can reuse.
- Joanna PlattThat would help a lot. Let's write that down. Who owns it, us or you? I'd say you, because it's your architecture, but I'll sit in on the call.
- Marcus BellFair. I'll draft it, you check it reads right for a client, and then it's yours to send. Though for anything about introductions and the commercial side, Sophie is the one to speak to, she owns the account on our side.
- Joanna PlattYes, I've got Sophie on that one already. I just want the technical paragraph to be right before anybody asks.
- Marcus BellUnderstood. Okay, noted. I'll get that to you this week.
- Joanna PlattBrilliant. And on the manufacturer, what does the client need on day one? That's what I keep asking myself. If I can tell them exactly what they'll see in the first fortnight, I think they sign.
- Marcus BellThat's more of an implementation question, so I'd rather not guess and have you repeat it to a client. What I can say is that the connectors your client names first are what we get live first, and people usually start by asking questions across their CRM and finance data. If you tell me which systems they use, I can sketch what a first week looks like.
- Joanna PlattTheir CRM and the accounting system, mainly. And probably the helpdesk later on.
- Marcus BellRight, that's a very normal starting set. I'll note it. Shall we come back to it at the end and agree who sends what?
- Joanna PlattYes. Park it. Go on, show me the numbers.
- Marcus BellOkay, sharing my screen now. Can you see it? It should say Mossbrook usage summary at the top.
- Joanna PlattNot yet. Oh, there it is. Yes. It's a bit small, can you make it bigger?
- Marcus BellIs that better?
- Joanna PlattMuch better, thanks.
- Marcus BellSo, I've pulled the numbers for the last quarter or so. The headline is that it's steady. You're on Starter, with 15 licensed users, and on average about three of those are active in a given month. That's up a touch on the previous quarter, but only a touch.
- Joanna PlattThree. Yes, that sounds about right, honestly. It's me, and two of the senior consultants who use it when they're prepping for client reviews.
- Marcus BellThat's what I'd guessed. So it's a small group using it regularly. Which isn't a problem in itself, I just want to understand whether that's how you want it or whether there's room to bring more people in. You've got plenty of seats you're already paying for.
- Joanna PlattIt's a bit of both. When we signed, the idea was that it would sit across our delivery team. In practice, the consultants are so tied up on client builds that they don't have time to learn a new tool. They use what they already know.
- Marcus BellMm. That's common with consultancies. Billable time wins.
- Joanna PlattExactly. But the three who do use it, they really use it. One of them told me last week it saves her an hour before every client review. She used to go through emails and call notes by hand.
- Marcus BellThat's useful to hear. Can I quote that back, in general terms, when we do the next review? I won't name her.
- Joanna PlattYes, go ahead. No names though, she'd hate it.
- Marcus BellOf course. Right, so the questions people are asking. I'll scroll down. Most of it is pulling together what's been said to a particular client over time, and a fair bit of search across the call recordings. A few questions about contract dates too.
- Joanna PlattThe contract ones will be me. I'm always trying to remember when a client's support agreement ends.
- Marcus BellHa, that makes sense. One thing I'd flag is that it's a small number of people asking most of the questions, so if one of the three moved on or went on leave for a while, the usage would dip quite sharply. I'm not worried, I just like to say it out loud.
- Joanna PlattNo, fair. That's why I'd like to widen it a bit. Is there a way you can help with that? Something light, not a big training programme.
- Marcus BellYes, definitely. Happy to jump on a call with a few of the consultants, maybe forty minutes, show them three or four questions that save time on the kind of work they do. I find if people see their own client data answering something in ten seconds, that does more than any slide.
- Joanna PlattI like that. What does it need from me?
- Marcus BellJust a slot in a team meeting and a list of who should be there. And if you can think of a real client they work on, one you're comfortable using as the example, that makes it much more concrete.
- Joanna PlattLet's write that down. I'll pick the people. Do you want it this month?
- Marcus BellThis month or early next, whichever suits the team. I'll put some options in an email after this.
- Joanna PlattGood. Okay, what else is on your screen?
- Marcus BellRecords indexed. This is the one I watch for freshness. It's been rising gently over the quarter, no flat spots, so the nightly refresh is doing its job and nothing's stalled.
- Joanna PlattWhich is what I'd expect, I haven't had anyone say the answers look old.
- Marcus BellRight. And the connectors, they're all loading, none have dropped out. You haven't changed any of your systems recently, have you? Because that's usually what breaks a connector.
- Joanna PlattHang on, let me think. We moved some of the shared files around in the autumn, but I don't think anything that B-Viz reads from. I'd say no, but I'll check with our IT person and tell you if I'm wrong.
- Marcus BellThat'd be great. If anything's changed, even a folder rename, it's better I know now. Nothing's flagged at the moment, so I think we're fine.
- Joanna PlattOkay. And tickets? I don't think I've raised any.
- Marcus BellNo, none in the last month, and nothing urgent. The queue's empty on your side. And on the billing side, everything's paid, nothing overdue, so that's all tidy.
- Joanna PlattGood. Our finance person would have told me otherwise, she's fierce about invoices.
- Marcus BellHa. Well, thank her from me.
- Joanna PlattSo that's all quite quiet, isn't it? Is quiet good or is quiet a bit suspicious?
- Marcus BellFair question. In your case I read it as good, because the usage is steady, the data's fresh and the people who use it keep using it. If tickets had dried up while the users were shrinking, I'd be asking different questions. But it's the small user number that I'd most like to improve, and the session we just talked about is how I'd do that.
- Joanna PlattRight. And that's what I want, honestly. Because I'm about to ask my clients to buy this, and I'd rather say we use it across the team than say we use it a bit.
- Marcus BellThat's a good point. Yes. People notice.
- Joanna PlattWhich brings me to the referral side, actually. Can I talk about that for a few minutes?
- Marcus BellOf course, go ahead.
- Joanna PlattSo, we were your first implementation partner, and the first referral. I'd like us to be able to explain that partnership clearly, to clients and to my own team. At the moment, if one of my consultants gets asked how it works, who does what, they sort of improvise.
- Marcus BellMm. I can see that.
- Joanna PlattSo a one-page note, nothing legal. When we introduce a client, who talks to them first, who runs the connectors, who they ring when something's wrong. Who owns this, us or you? I don't want a client falling between the two of us.
- Marcus BellI completely agree, and I'm glad you raised it. I can help with the part about support and adoption, that's mine. But the introduction side and anything about how referrals work commercially, that has to come from Sophie. I don't want to give you a half answer and have you pass it on.
- Joanna PlattThat's fine. Can you ask her?
- Marcus BellI will, today. And I'll ask her to come back to you directly this week, so it isn't me in the middle.
- Joanna PlattPerfect. Let's write that down. Marcus to ask Sophie, Sophie to reply to me.
- Marcus BellYes. And in the meantime, I'll put together what I can on the support side. How clients raise something, what response they can expect on their tier, that sort of thing. It might not be the same for every client, so I'd want to be careful about which tier I'm describing.
- Joanna PlattMost of mine would start on Starter, wouldn't they? Same as us.
- Marcus BellA lot of them probably would, yes. Some with several teams might look at Growth. It depends on how many people want to use it and how many systems they want connected.
- Joanna PlattThe manufacturer would be Growth, I'd have thought. Finance, sales, operations, all wanting a piece.
- Marcus BellThat sounds likely. But I'd leave the sizing to Sophie and the solutions side, they'll ask better questions than I would. I'd rather you didn't quote a tier to the client from me.
- Joanna PlattNo, understood. I'll just say we think it's more than one team.
- Marcus BellThat's about right, yes.
- Joanna PlattOkay. Now. I want to be a bit candid about something. It's been a while since a client I introduced went all the way through, and I don't want you to think we've lost interest.
- Marcus BellI didn't think that for a moment.
- Joanna PlattGood. It's just that the clients I'd stake my name on are fewer than I'd like, and I'm not going to push someone who isn't ready. I'd rather bring you three good ones than ten lukewarm ones.
- Marcus BellAnd that's what we'd want too. Honestly, that's one of the reasons it's worked as a partnership. The introductions you've made have been well prepared.
- Joanna PlattThank you. I do my homework.
- Marcus BellIt shows. Can I ask something about the way you use it for your own team, to help me when I talk to other people about partners?
- Joanna PlattGo on.
- Marcus BellWhen your consultants say it saves them time, what is it really saving? Is it the searching, or is it more that they trust the answer?
- Joanna PlattBoth, really. Mostly the searching. Before, you'd have emails in one place, call notes in another, the ticket history somewhere else, and you'd build the picture yourself. Now she asks one question and gets one answer with the sources. The trust comes from seeing where it came from.
- Marcus BellRight, that's helpful. The sources point is something I'll bring into the training session, because people do like to check.
- Joanna PlattThey do. Consultants are sceptical by nature. Which is good.
- Marcus BellHa. Yes, I'd rather that than blind trust. Okay, shall I move on to the contract side? Just so we've covered it.
- Joanna PlattYes. I know the renewal's later in the year.
- Marcus BellIt is. So, you started with us on 29 Aug 2025, and the current term runs to 28 Aug 2026. You're paying £19,500 a year on the Starter order form, and the invoices match that, so there's nothing to reconcile on our side.
- Joanna PlattThat matches what our finance person has. Good.
- Marcus BellI'm raising it now, not because there's anything to decide today, but because I'd like the renewal not to be a surprise to anyone. I'll send you a proper renewal note ahead of time, and Sophie will come to you about the commercial side.
- Joanna PlattWhat's changing? I remember something about pricing.
- Marcus BellYou did get a note from us about that in the new year, for customers who joined before the price book changed. I'm not the right person to go through the detail, and I don't want to quote you something that's slightly off. That's one for Sophie, and she'll walk you through it well before the renewal.
- Joanna PlattOkay. I'm not worried, I just like knowing roughly when. Is there a point where I need to tell you if we're renewing?
- Marcus BellWe'd start the conversation about three months before the end of the term, so late spring, early summer. That's when I'd look at usage again with you and Sophie would bring the terms. So nothing's needed from you now.
- Joanna PlattFine. I'd put that in my diary. Late spring, renewal chat with Marcus and Sophie.
- Marcus BellThat's it. And I'll book it from my side too, so you don't have to remember.
- Joanna PlattThank you. Although I will remember, I've got it in writing now.
- Marcus BellHa. Fair enough.
- Joanna PlattCan I ask a slightly awkward one? If I got more people using it, say most of the delivery team, would that change the picture at renewal? Would we need to look at a different tier?
- Marcus BellGood question. You've got 15 seats on Starter, and you're using three, so there's a lot of room before you'd hit the limit. If you went well beyond that, or wanted a lot more systems connected, then it's worth a conversation. But on today's numbers, I don't see any reason to change anything.
- Joanna PlattGood. I wouldn't want to pay for more than we need.
- Marcus BellNo, and I wouldn't want to sell you more than you need. If it does grow, it grows because people are using it. That's the right order.
- Joanna PlattI appreciate that.
- Marcus BellLet me stop sharing for a second so I'm not staring at the numbers. Actually, hold on, I'll keep it up, I want to show you one more thing. The pages feature. I notice your team hasn't used it much.
- Joanna PlattPages? Is that the summary page thing?
- Marcus BellYes, it's where you can pin a set of answers about one client into a page, so it's there for the next person. Chat is brilliant for a one-off question, but a page is better if you've got a regular review and you keep asking the same things.
- Joanna PlattOh, that's exactly what the consultants do before reviews. Same questions every time. Could they set one up per client?
- Marcus BellThey could. It's included on Starter. I'd show that in the session as well, it's probably the single thing that would save them the most time. I'm adding it to the list.
- Joanna PlattBrilliant. Why did nobody tell me this earlier?
- Marcus BellThat's partly on me. I should have pushed it at the start. Sorry about that.
- Joanna PlattNo, no, don't apologise, you've said it now. Right, what do you need from me for the session?
- Marcus BellThree things. Who should come, a slot in the diary, and one client you're comfortable using as the worked example. I'll send you a short email after this with the options.
- Joanna PlattI'll pick a client who's already given us permission to talk about their work. There's one in the logistics space who's very relaxed about it.
- Marcus BellThat sounds ideal. As long as we're not showing anything a consultant wouldn't be allowed to see, it's fine.
- Joanna PlattAbsolutely. I'll check with the engagement lead first.
- Marcus BellGood. Now, is there anything you're finding awkward about the product itself? Anything that irritates people, however small?
- Joanna PlattHmm. Let me think. There's one thing. When you ask a question that covers a long period, the answer can be a bit long, and one of the consultants said she'd like it shorter by default.
- Marcus BellOkay. That's good feedback. Honestly I can't tell you if or when that would change, that's for the product team, and I don't want to promise something I can't deliver. What I can do is pass it on properly, and in the meantime show her how to ask for a short answer. Usually you can just say so in the question.
- Joanna PlattOh. Okay, that's easy enough. I'll tell her.
- Marcus BellI'll include it in the session too. Anything else?
- Joanna PlattNot really. Honestly, it's been quiet in a good way. I think the biggest thing is just me wanting more people to use it.
- Marcus BellUnderstood. That's the main action from my side then.
- Joanna PlattCan I go back to the manufacturer for a minute? You said you'd sketch the first week.
- Marcus BellYes. So, what I'd suggest is, you send me the list of systems they use, just the names, and I'll write a few lines on what a typical first couple of weeks looks like, which connectors go first, what they'd be able to ask early on. I'd label it as a typical pattern, not a promise, and Sophie would confirm the details with them.
- Joanna PlattThat works. I don't need a promise, I need something I can talk through without making it up.
- Marcus BellExactly. I don't want you having to improvise.
- Joanna PlattGood. Let me say it back, so I know where we are. One. You'll draft the paragraph on where the data sits, for the housing group. Two. You'll ask Sophie about the one-page note on how referrals work, and she replies to me. Three. You'll send options for a training session with my consultants, including pages. Four. I send you the manufacturer's systems list and you write up a typical first couple of weeks. Five. I check with IT whether anything changed on our side. Have I missed anything?
- Marcus BellThat's all of it. I'd add a sixth: I'll put the renewal conversation in the diary for late spring, with Sophie.
- Joanna PlattRight, six. Let's write that down. And who's doing the writing down?
- Marcus BellI will. I'll put it all in the follow-up email, with names against each one, so it's clear who owns what.
- Joanna PlattPerfect. By when? I don't want it to drift.
- Marcus BellThe email, today or tomorrow. The housing group paragraph by the end of the week. The training options in the same email. And I'll chase Sophie on Wednesday if she hasn't come back to you by then.
- Joanna PlattLovely. I'll send the manufacturer's list by Thursday.
- Marcus BellGreat. Then I can have the first-weeks note with you early next week.
- Joanna PlattExcellent.
- Marcus BellOne more thing from me, a general one. We do these check-ins roughly every six months on Starter. Given what you want to do with the team, would you like to speak a bit more often for a while? Maybe a short call after the training session, to see whether it's stuck?
- Joanna PlattI would, yes. Maybe a few weeks after the session. If usage is still three people at that point, I want to know why.
- Marcus BellShall we book 30 minutes then? I'll find a slot once we've fixed the date for the session.
- Joanna PlattYes, please. And bring the numbers again, they were useful.
- Marcus BellWill do. I'll compare it to what we saw today, so we can see if it's moved.
- Joanna PlattGood. Oh, one last thing and then I'll let you go. Do you know if anyone from your side is going to the Snowflake event in Manchester this spring?
- Marcus BellI don't know yet, honestly. I'd like to be there if it's local. I'll ask around and let you know. I don't want to commit anyone else without checking.
- Joanna PlattFine. We'll have a table of some sort, so if there's anyone from BG-Demo, it'd be good to have a joint conversation with a couple of clients.
- Marcus BellThat sounds like a good use of it. I'll find out who's going and come back to you. Who owns that, you or me? I'd say I'll find out and you decide who to invite.
- Joanna PlattHa, you've caught my phrase. Yes, that split is fine.
- Marcus BellI've been on enough of these calls to pick it up.
- Joanna PlattGood. It's a useful question. Honestly it saves a lot of confusion.
- Marcus BellRight. Before we finish, is there anything you wanted to raise that we haven't touched? Anything on the account, or anything you've been meaning to ask?
- Joanna PlattI don't think so. I mean, I had a note to ask about the training and the referral note, and we've covered both. I think we're good.
- Marcus BellGreat. And please do tell me if the team says anything about it, good or bad. It's much easier to fix something small early than to find out later.
- Joanna PlattI will. I'm good at passing on grumbles.
- Marcus BellHa. That's what I like to hear.
- Joanna PlattActually, one more, sorry. On the housing group paragraph, should I mention that it's built and run inside their own Snowflake account, or is that too much detail for a first email?
- Marcus BellI'd say it, because it's the answer to the question they're asking. Keep it to a sentence or two, and offer a call for anything deeper. I'll shape the paragraph that way.
- Joanna PlattPerfect. That's what I'd hoped.
- Marcus BellOkay. I think that's us, then. That's a good list. It was really useful to hear how the team uses it, and I'm glad the quiet isn't hiding anything.
- Joanna PlattNo, it's all fine. Just under-used. Which is my fault as much as anyone's.
- Marcus BellNot at all, it's just a matter of finding the time. We'll sort it. I'll send the email shortly.
- Joanna PlattThanks, Marcus. This was a really good one, more useful than I expected.
- Marcus BellCheers, glad it helped. Stay warm up there.
- Joanna PlattYou too. Put a jumper on under the coat. Speak soon.
- Marcus BellWill do. Speak soon, Joanna. Bye.
- Joanna PlattBye, Marcus.
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