Mossbrook Data Partners / BG-Demo – Renewal
Callcompleted
Mossbrook Data Partners · 9 Jun 2026 10:45
Renewal call with Femi, Joanna and finance manager Mark. Usage is rising and spread wider. They lean towards renewing Starter with extra connectors, and a quote is due, with a signing target of 14 Aug 2026.
What was said
What this says
As at Fri 9 Oct 2026Renewal call with Femi, Joanna and finance manager Mark. Usage is rising and spread wider. They lean towards renewing Starter with extra connectors, and a quote is due, with a signing target of 14 Aug 2026.
What happened: Marcus showed 25 licensed users with around five active on a typical day, up on the previous quarter. Questions are now spread across more consultants, which lowers the key-person risk.
Customer view: Joanna said the last support ticket was handled well, though the customer's own source change caused it. She also asked for a warning when the nightly refresh is late.
Commercial: Sophie confirmed £24k on the executed order form and said the renewal moves to the current price list. Femi is inclined to renew and add sources, and revisit the tier next year.
Watch: No renewal figure was quoted. The evidence does not show whether the order form was signed.
Themes
As at Fri 9 Oct 2026Theme
Starter renewal and connectors
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Sophie sends the renewal quote with add-on and Growth options plus the partner terms the following week.
- Marcus sends the source-change checklist and sets up consultant training.
- Mark and Femi review the documents, aiming to sign by 14 Aug 2026.
Risks
As at Fri 9 Oct 2026- The renewal moves to the current price list and the customer has not yet seen a figure.
- Usage could dip when consultants are on client sites, as Femi noted.
- Late nightly refreshes went unannounced, which is a data freshness complaint.
Opportunities
As at Fri 9 Oct 2026- Extra connectors as an add-on, with Growth kept open for a later move.
- Joanna wants two further sources, the customer's own CRM and support queue.
- A consultant training session could deepen use before the renewal.
Transcript
Marcus BellMorning, all. Can everyone hear me alright? I'm just letting people in.
Joanna PlattMorning Marcus, yes, loud and clear. Femi's just getting his camera sorted, he's on the other laptop.
Femi AdeyemiSorry, sorry. Two minutes of fighting with a headset. Morning, everyone. Can you see me now?
Sophie LingWe can, Femi. Morning. Hi Joanna, hi Mark, good to see you all. Is it raining in Manchester? It's absolutely grey down here.
Mark HeywoodMorning. It's been drizzling since about seven, so, yes, very summery. I'm only here for the money bit, so I'll try to be quiet until then.- Marcus BellHa, no, you're very welcome throughout, Mark. Right, shall we crack on? I'll share my screen in a second and say what I'd like to cover. It's the renewal, so, usage first, then how the last nine months have felt from your side, then the commercial side, and then who does what between now and August.
- Femi AdeyemiThat sounds sensible. Before we start, can I ask something? How did the last referral go, from your end? The one Joanna passed across a few weeks back. We haven't heard much and I'd like to know whether it was a good experience for them.
- Sophie LingYes, glad you asked. It went well, I think. They've had a first conversation with us and a look at the brain on a sample of their own data. They're still working through the internal side, security and so on. I'd rather not speak for them, but they said the introduction was handled properly, so thank you, both of you.
- Joanna PlattGood. That's what I wanted to hear. Who owns the next step with them, us or you? I want that written down, because I never like a referral going quiet.
- Sophie LingIt's with me. I'm due to speak to them again later this month, and I'll send you a note afterwards either way. You won't have to chase.
- Joanna PlattPerfect. Let's write that down, then. Sorry, Marcus, go on, I've derailed you.
- Marcus BellNot at all, it's useful context. Right, I'm sharing now. Can you see the usage page? Tell me if it's tiny.
- Mark HeywoodBit small. If you can zoom in a touch.
- Marcus BellBetter? Okay. So I've pulled the numbers. You've got twenty-five licensed users on the Starter plan. On a typical day, around five of those are actually in there asking questions, which on its own isn't huge, but the direction is the thing. That's up a good bit on the previous quarter, and the questions asked are up with it.
- Femi AdeyemiMm. And is that five different people, or the same five?
- Marcus BellGood question, and it's one I always check. It's mostly a spread now. Earlier on, a large share of the questions came from Joanna's team leads. Over the last couple of months it's more of the consultants who are building for clients. So less of a key-person thing than it was.
- Joanna PlattThat matches what I see. We pushed it in the delivery stand-ups in the spring. The idea was simple: before you open a client's warehouse and start digging, ask the brain first. Some of the team took to it straight away and some, honestly, needed a nudge.
- Femi AdeyemiWhich raises my usual question. What's in it for the client? Are the consultants quicker, or are we just adding a tool?
- Joanna PlattQuicker, in the places that matter. The best example is when we pick up a client's estate that somebody else built. Handover notes are usually thin. The consultants ask the brain what feeds a particular report and where the numbers come from, and they get to a sensible starting point in an afternoon rather than a week. I wouldn't say that on every client, but on the messy ones, yes.
- Femi AdeyemiRight. That's the sort of thing I can say to a client without squirming. And how do we both know it's working? Is there a measure beyond usage?
- Marcus BellUsage is the proxy I've got, to be fair, and questions asked is the best single one. I can't see your project hours from here. What I'd suggest is that Joanna picks a handful of engagements and we compare notes at the end of the quarter on whether the handover stage shortened. Happy to jump on a call for that.
- Joanna PlattI can do that. I'll pick three, and I'll tell the leads it's coming, so nobody feels audited.
- Marcus BellLovely. Next, tickets. There have been a couple in the last month. One was a how-to, nothing dramatic. The other was marked high priority, a connector that stopped syncing after one of your people changed something at the source. I won't read out the timeline, but it was picked up inside the Starter response time and it's been working again since. Joanna, did it feel okay from your side?
- Joanna PlattIt did. It was a bit of a heart-in-mouth moment because we had a client demo that afternoon, but the support person was straight on it and kept me posted. The only thing I'd say is that it wasn't obvious to us that our own change had caused it. We'd have found it quicker if we'd known.
- Marcus BellThat's fair, and I'll take that away. I can't promise anything on the product side, but I can put a note together on what to check first when a source changes, and I'll send it round to your team.
- Femi AdeyemiThat would help. Honestly, the more of that kind of thing we can hand to the consultants, the better.
- Sophie LingCan I jump in, Marcus? Just to frame the rest of the call. Femi, Joanna, the way I see it, there are two things on the table. One is simply renewing what you've got. The other is whether what you've got is still the right shape, given you've grown into it. I'd like to get your view on that before we talk numbers.
- Femi AdeyemiGo on.
- Sophie LingWell. You joined in August last year, you were our first implementation and referral partner, and the plan then was that you'd use it for your own client base on Starter. Nine months on, you've got the whole delivery side in there. Starter has some hard limits, especially on connectors, and I'd like to know whether you're bumping against any of them.
- Joanna PlattWe are, a little. We've used all four connectors for a while now and I keep a list of the ones I'd add. There are two sources our clients commonly have that I'd love to bring in, and we've been choosing between them, which is annoying.
- Sophie LingWhich are they? Just so I understand what sort of systems they are.
- Joanna PlattOne's the CRM we use ourselves, and the other is the ticketing side. Our own support queue. It's really about seeing how the work we do connects to what clients say.
- Sophie LingUnderstood. So there are a few ways to do that. One is an add-on for extra connectors on top of Starter. Another is to look at Growth, which brings in more connectors and more users, plus the dashboards builder and a quarterly review in place of the six-monthly one. I'm not going to push you either way. I'd like to put both options in writing and let you compare.
- Femi AdeyemiI'd want to see them side by side, yes. And I'd want to know what changes for our people day to day. If it's just a bigger number on an invoice, I'm not interested.
- Marcus BellFrom the usage side, I'd say you haven't hit the user limit as a practical matter. Twenty-five licensed and around five active a day. So the thing to decide is whether the extra sources and the dashboards would change how the consultants work. I think that's more a Joanna question than a licence question.
- Joanna PlattIt's both, but I take the point. Dashboards, honestly, I'm lukewarm on. Our clients already have their own reporting. The extra connectors I do want. Can I ask, if we go for the add-on route, does the renewal date stay where it is?
- Sophie LingIt would. Your contract runs to 28 August 2026, and the renewal would start the next day, 29 August 2026. Anything we add now would be lined up with that, so you're not carrying two different end dates.
- Mark HeywoodThat's what I'd prefer, honestly. One date, one invoice. Can I come in on the money, then? Sorry to jump about.
- Marcus BellOf course, Mark. Floor's yours.
- Mark HeywoodThanks. So, for my own records, what we pay now is £23,500 a year. Is that right? That's what I've got on the order form and that's what's been invoiced, and we've paid every invoice on time, I believe.
- Sophie LingYes, £23,500 is the annual figure on the executed order form, and it matches what's been invoiced. And you're right about the payments, there's nothing outstanding on our side. Thank you, that makes my job easier.
- Mark HeywoodGood. And the renewal, would that be billed the same way? Annually in advance, thirty-day terms? I only ask because our year end is around then and I'd like to know which side of it the cost falls.
- Sophie LingSame arrangement, annual in advance with thirty-day terms. If you'd prefer quarterly I can ask, it's available on request. I'd just want to know early so it goes into the paperwork at the start, not afterwards.
- Mark HeywoodAnnual's fine, I think. I'll check with Femi. Can you tell me whether the number's going to change? I'd rather not get a surprise.
- Sophie LingFair, and I'll be straight with you. Because your first term was signed under the earlier price list, the renewal moves onto the current price list, and that was communicated to all customers in January. So yes, I'd expect the subscription to go up from where it is. I'm not going to quote you a figure off the top of my head and get it wrong. I'll send a proper written quote with the exact numbers, and I'll show it with and without the add-on and against Growth.
- Femi AdeyemiI'm not shocked by that. I'd rather hear it now. What I'd say is, we've been a good partner to you, and I think the arrangement should reflect that. We send you introductions and we ask nothing for it that isn't in the agreement.
- Sophie LingI hear you, and I think that's reasonable to raise. I'd separate the two, if I may. The subscription is the subscription. The referral side is a different arrangement, and I'd like to look at it properly, rather than fold it into a price conversation on a Tuesday morning.
- Femi AdeyemiAgreed. Put it in the agreement, whatever it is. I don't like things left as understanding. And I should say, I haven't read the partner terms again since we signed them, so I'd like a fresh copy. I won't sign anything I haven't read.
- Sophie LingOf course. I'll send the current partner terms alongside the renewal quote, so you've got both in front of you.
- Joanna PlattCan I add something on the referral side? Because it connects to the renewal. What does the client need on day one, when we bring someone to you? At the moment it's quite informal. I'd like us to have a short checklist, who from Mossbrook is in the room, what data they'll need ready, what the first month looks like.
- Marcus BellI like that. It's something I can help with, since I see what the first weeks look like on the BG-Demo side. I could draft something and you mark it up. Shall we book thirty minutes for that, after the renewal's out of the way?
- Joanna PlattYes. Let's do that in July. And I want one line in it saying who owns what. Us or you, for each step.
- Marcus BellDone. I'll put it in my notes.
- Femi AdeyemiCan I ask a slightly different thing? What happens if we say yes to all of this and then the usage drops? I'm not being gloomy. We've got consultants who come and go, and a quarter where everyone's on client sites. How would we both know if it was slipping?
- Marcus BellI'd see it before you did, probably. I look at questions asked, who's asking, and whether the records indexed are still moving. If something went flat I'd get in touch. And I'd rather hear it from you first if a big client engagement ended, because that's usually when the pattern changes.
- Femi AdeyemiFine. That's an honest answer.
- Mark HeywoodSorry, one more from me. Is there anything about the contract that changes in substance? Notice period, cancellation, that sort of thing? I'd like to read the draft against the current one.
- Sophie LingNothing I'm planning to change. It's the same master agreement and a fresh order form. I'll mark any differences when I send it, so you're not hunting for them. Anything in the executed order form is what applies, so if you've got a specific point from last year, tell me and I'll check it against that rather than from memory.
- Mark HeywoodPerfect. That's all I need, then.
- Marcus BellCan I bring us back to the experience bit for a minute? I said I wanted to hear how the last nine months felt. Femi, Joanna, anything that's been irritating, or that you wish worked differently? Don't be polite.
- Joanna PlattPolite, but there are two things. The first is the search. Sometimes I ask something quite specific about a client's tables and it gives me a good general answer, rather than the actual table name. It's improved, honestly. But I notice it.
- Marcus BellRight. If you can send me two or three examples of questions where that happened, I'll pass them to the team. I can't tell you when anything would change, I don't want to promise something I don't control, but examples are the most useful thing I can give them.
- Joanna PlattI'll do that this week. The second thing is the nightly refresh. Mostly it's there when we get in. Once or twice early on it wasn't, and I only found out because someone asked about yesterday's figures. A message when it's late would be nice.
- Marcus BellNoted, and I'll find out what the options are for that. The refresh is meant to be done by seven in the morning on business days, whatever the tier, so if it wasn't, that's worth knowing about. Can you tell me roughly which days? I'll look at it.
- Joanna PlattEarly in the year, I think. I'll have a look back through my messages.
- Femi AdeyemiFrom me, nothing but a question. When I talk to our consultants, one of them said it was good for asking and not so good for telling you what to do next. I don't know whether that's fair.
- Sophie LingI think it's a bit fair. It's a layer you ask, not a project manager. But I'd be curious which consultant, and what they were asking. It might be something we can show them how to do differently.
- Marcus BellThat's a good point to build a session around, actually. We could do a short training session for the consultants. Half an hour on how to phrase questions so they get something useful back. I'd happily run that.
- Joanna PlattYes please. Put it in before the summer holidays start, otherwise half of them are away. Can we say the first week of July?
- Marcus BellI'll send some times by the end of this week.
- Femi AdeyemiGood. Now, I want to go back to what Sophie said earlier, because I've been turning it over. If we stay on Starter and add connectors, versus moving to Growth. What would you recommend, if it were your firm?
- Sophie LingHonestly, I'd want the numbers beside each other before I answered, and I'd want Joanna's view on whether the dashboards matter. If the answer is that you need a few more sources and nothing else, the add-on is the lighter route. If you can see yourselves wanting more teams in there and a regular review with Marcus every quarter, Growth is the better fit. I'd rather you chose it than I pushed it.
- Femi AdeyemiThat's a straight answer, thank you. Joanna?
- Joanna PlattI lean towards the add-on for now. The quarterly review is attractive, I won't pretend otherwise. But I'd like to see another quarter of usage first, and the new sources, before I ask Femi to go up a tier.
- Femi AdeyemiI'd agree. Let me see the quote and decide. I'm inclined to renew and add the sources, and revisit the tier next year.
- Sophie LingThat works for me. And I'd keep the door open on moving up during the term, so it isn't a now-or-never decision.
- Mark HeywoodCan I just check the timing? When would you like this signed?
- Sophie LingWe've pencilled in 14 August 2026 as the target to have it done, which leaves a couple of weeks before the contract ends on 28 August 2026. That's a comfortable gap, but not a huge one. If you can read the quote and the partner terms in good time, we won't be squeezing.
- Femi AdeyemiThat's fine. I'm away for a stretch in July, so if I could have the documents before then, I'll read them on the way.
- Sophie LingI'll send them next week. Early in the week, if I can.
- Joanna PlattCan I summarise what I think we agreed? Because I'd rather say it aloud than discover we've all got different versions.
- Marcus BellPlease do.
- Joanna PlattOne, Sophie sends the renewal quote with the add-on option and the Growth option, plus the current partner terms, next week. Two, Mark and Femi read them, and Mark checks the billing side. Three, Marcus sends the note on what to check when a source changes, and sets up the training session for the consultants in early July. Four, I send Marcus examples of the search answers and the late refresh days, and pick three engagements for the handover comparison. Five, Sophie updates us on the referral. Six, we aim to sign by 14 August 2026. Is that it?
- Sophie LingThat's everything I wrote down, yes. Well summarised.
- Marcus BellSame here. I'd add one thing, which is that I'll send the usage report from today's screen so you've got the numbers in writing. Then Mark's got something to attach if finance ask why you're renewing.
- Mark HeywoodThat's helpful, thanks. Honestly, I always get asked that.
- Femi AdeyemiMarcus, one last thing, and it's about us, not the contract. The consultants who use it most, are they the ones who were here a year ago, or newer people? I'm trying to work out whether it's habit or novelty.
- Marcus BellA mix. The newer ones are catching up. A couple of the longer-standing people are still the heaviest, but it's not just them any more. I'd call that more habit than novelty, though a few more months would tell us better.
- Femi AdeyemiGood. That's what I hoped. Right, I don't think I've got anything else.
- Joanna PlattNothing from me. Thanks, all. That was a good conversation, and a lot more useful than I expected from a renewal.
- Sophie LingThank you, Joanna, that's kind. And thanks Femi and Mark. I'll get the documents across next week and I'll be in touch about the referral.
- Marcus BellThanks everyone. I'll stop sharing. I'll send the report today, and I'll be in touch about the training. Speak soon.
- Femi AdeyemiThank you. Speak soon.
- Mark HeywoodCheers, bye all.
- Joanna PlattBye, take care.
- Marcus BellSorry, one last thing before the recording stops, I'd forgotten the call was still running. Bye.
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