Eccup Software / BG-Demo – QBR
Callcompleted
Eccup Software · 24 Sep 2024 11:00
Vincent Ackerley, the CFO, joined the QBR asking how much B-Viz is used and decided nothing. Usage is rising and the team would miss it. He wants usage by team and cost per provider before the autumn.
What was said
What this says
As at Fri 9 Oct 2026Vincent Ackerley, the CFO, joined the QBR asking how much B-Viz is used and decided nothing. Usage is rising and the team would miss it. He wants usage by team and cost per provider before the autumn.
What happened: Marcus reported six to seven active users a day, well up on earlier quarters, against forty licensed. One high priority ticket, a source that broke after Eccup changed a system, was picked up within the Growth response time and closed.
Customer view: Holly said the Monday meeting would be a step backwards without the dashboard. Vincent called her refusal to overclaim honest, but said he would not rush to conclusions.
Commercial: Tom confirmed Growth at £42k a year, with the term to 6 May 2025 and renewal on 7 May 2025, to be checked against the order form. Vincent asked whether next year is budgeted; Holly said this year only.
Watch: Cost per provider needs a finance connector, and Growth includes eight. Marcus will check how many are used.
Themes
As at Fri 9 Oct 2026Theme
CFO value test before renewal
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- Marcus to send a usage summary by team and who is asking the questions.
- Marcus to check the connector count and Oliver to speak to the finance team about cost data.
- Tom to confirm the contract detail against the order form and book a diary slot after the summer holidays.
Risks
As at Fri 9 Oct 2026- Vincent is sceptical, sees six or seven users against forty licensed, and has not budgeted next year.
- Holly could not put a pound figure on the value delivered so far.
Opportunities
As at Fri 9 Oct 2026- Holly wants to use the full forty users, so a further walkthrough is booked.
- A finance cost-per-provider connector would deepen use, subject to the eight connector limit on Growth.
Transcript
Tom AshdownHello, hello. How's everyone doing? Holly, good to see you. How's your week been?
Holly GarsideHi, Tom. Good, thanks. Busy, as ever. Vincent's just joining, and Oliver's here too.
Oliver RushworthMorning, all. Can everyone hear me? I'm on the room microphone.
Marcus BellYes, Oliver, fine. Morning, everyone. Vincent, nice to meet you properly.
Vincent AckerleyMorning. Thank you for having me. Before we start, could somebody tell me how much it is actually being used? That's what I would like to understand.- Marcus BellThat's the right place to start, and it's what I've prepared. I'll share my screen and say what I want to cover: usage this quarter, the one ticket we had, what Holly's team has built, and then what's next. Then Tom can say a word on the contract. Sound alright?
- Vincent AckerleyThat sounds fine.
- Marcus BellOkay, so you can see the usage page. Active users are averaging between six and seven a day over the last month. That's well up on the previous quarter, and up again on the quarter before that. Questions asked have risen alongside.
- Holly GarsideAnd that's not just me any more. The account managers are in there now. We did the walkthrough with Marcus and it caught on.
- Vincent AckerleyForgive me. You licensed forty users. Six or seven is still a small part of that, isn't it?
- Marcus BellIt is, yes, and I won't dress it up. There's headroom. But the trend matters more than the level, and the trend is steadily up. It's people choosing to use it rather than being told to.
- Tom AshdownIf I can jump in, Vincent, that's a common shape, to be fair. You start with the people who feel the pain, and it spreads when they tell colleagues it's useful. No drama in it, it's what we'd hope to see.
- Vincent AckerleyMm. Let's not rush to conclusions. Holly, what are your people using it for, in practice?
- Holly GarsideMainly reading tickets against usage, per provider. So before a renewal conversation, my team asks which providers are raising a lot of tickets, which have gone quiet, and which aren't logging in much. I had this at my last place, where we guessed. Now we look.
- Vincent AckerleyAnd does that change what you do?
- Holly GarsideIt does. Last month we spotted a provider who'd gone very quiet, and we rang them before they rang us. I can't put a pound figure on it yet, and I don't want to claim more than I can show. But the conversation happened sooner than it would have done.
- Vincent AckerleyThat's honest. Thank you.
- Oliver RushworthCan I add something from the admin side? The dashboard Marcus helped us build is now what we use in the Monday meeting. Renewals by month, with tickets alongside. People used to build that by hand in a spreadsheet, and it took a good while.
- Marcus BellYes, and that's worth a mention. Dashboards built is a sign you've invested in it, not just looked at it. Let me show you the page.
- Vincent AckerleyIs it something the team would miss?
- Holly GarsideYes. Honestly, yes. The Monday meeting would be a step backwards.
- Marcus BellNow the ticket. We had one in the last month and it was marked high priority. Oliver raised it, I think?
- Oliver RushworthI did. One of our sources stopped loading after we changed something on our side. I raised it as high priority because Holly's meeting was the next day.
- Marcus BellAnd it was picked up within your Growth response time, and it's closed. I've checked the timestamps rather than relying on the wording. I'd say it was the sort of ticket you want to see: a source breaking because the customer changed a system, flagged quickly, and sorted.
- Oliver RushworthAgreed. No complaints from me. Faster than I expected, if anything.
- Vincent AckerleyGood. Tom, I should ask about the contract. Where do we stand?
- Tom AshdownRight, so you're on Growth, forty users, at £41,800 a year. The term runs to 6 May 2025 and renews on 7 May 2025. I'm not pushing anything today, I just want you to have it in front of you so it doesn't land as a surprise. And I'd want to confirm all that against the order form before we talk properly, I don't like quoting from memory.
- Vincent AckerleyIs it in the budget for next year? That's a question for me as much as for you.
- Holly GarsideIt's in this year's, and I'd like to make the case for next year's. Which is why I wanted you on this call, Vincent.
- Vincent AckerleyUnderstood. I won't decide anything today. Let's not rush. But I'd like to see usage by team and cost per provider, if you can do that, before the autumn.
- Marcus BellI can do usage by team and who's asking the questions. Cost per provider is your finance data, so that would need Oliver and your team to point me at the source. We could do it in B-Viz if you connect it.
- Oliver RushworthI can talk to our finance team. Might be a connector job. Would that count against our connector limit?
- Marcus BellGrowth includes eight connectors, and I'd need to check how many you've used. I'll look and tell you. Won't promise anything on timing until I've seen the source.
- Tom AshdownAnd if you're getting near the limit, we can talk options. Leave that with me.
- Holly GarsideOne more thing from me. I'd like to get more of the team on. The forty users are there, we should use them.
- Marcus BellAgreed. Shall we book 30 minutes for the next group? I can run it the way I did the last one.
- Holly GarsideYes, let's. I'll send you names.
- Vincent AckerleyThank you, all. That was clearer than I expected. I'll wait for the usage summary.
- Marcus BellTo recap: I send a usage summary by team, I check the connector count, Oliver speaks to finance about cost data, Holly sends names for the next walkthrough, and Tom confirms the contract detail against the order form. Did I miss anything?
- Tom AshdownNo, that's the lot. Let's get something in the diary for after the summer holidays, so we're not scrabbling near the end of the term.
- Holly GarsideSounds good. Thanks, everyone.
- Oliver RushworthThanks, bye.
- Vincent AckerleyThank you. Goodbye.
- Marcus BellCheers all. Speak soon.
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