Eccup Software / BG-Demo – Check In
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Eccup Software · 18 Dec 2024 13:00
Holly Garside says Eccup Software uses B-Viz every Monday to read tickets against usage. Few people use it and she asks most questions. Term ends 6 May 2025 at £42k a year. Her CFO will want usage evidence.
What was said
What this says
As at Fri 9 Oct 2026Holly Garside says Eccup Software uses B-Viz every Monday to read tickets against usage. Few people use it and she asks most questions. Term ends 6 May 2025 at £42k a year. Her CFO will want usage evidence.
What happened: Marcus Bell reviewed usage, tickets and the spring renewal with Holly. Seven or eight people are active against 40 licensed, mostly customer success.
Customer view: Holly says she asks most of the questions and uses it every Monday to see which care providers have gone quiet. She called that "the whole reason we bought it".
Commercial: Marcus gave the term end as 6 May 2025 and the renewal date as 7 May 2025, at £42k a year per the order form and invoices. Holly said her CFO always asks what they would lose, so Marcus offered a one-page usage summary.
Watch: Key-person risk sits with Holly. She mentioned older helpdesk tickets looking thin, likely tagging, and Marcus saw records still arriving on that connector.
Themes
As at Fri 9 Oct 2026Theme
Usage check-in, early renewal
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 slots for a January team session.
- Holly Garside to send one helpdesk ticket example for Marcus to check.
- Marcus Bell to draft a one-page usage summary ahead of the spring renewal.
Risks
As at Fri 9 Oct 2026- Holly asks most of the questions, so value rests on one person.
- Her CFO will judge the renewal on usage and what would be lost.
- Only seven or eight people are active against 40 licensed.
Opportunities
As at Fri 9 Oct 2026- A team session in January could widen use beyond Holly.
- Shared pages and the Growth dashboards builder could interest her team.
Transcript
Marcus BellHello Holly, can you hear me all right?
Holly GarsideLoud and clear. Can you hear me? I've got the new headset on, so tell me if I sound like I'm in a tin.- Marcus BellNo, you're fine. Good afternoon. How's the week been? Is it all Christmas jumpers over there yet?
- Holly GarsideHa, not yet. Quiet-ish. Everyone's trying to get renewals paperwork out the door before the break, so I'm in the thick of it. Leeds is freezing, though.
- Marcus BellManchester's the same, just wetter. Right, I'll share my screen and say what I wanted to cover. Can you see it?
- Holly GarsideYep, I can see the usage page.
- Marcus BellGreat. So, three things, really. I've pulled the numbers for the last few months, then I'd like to hear how your team is actually using it, and then we can talk about what happens as we head towards May. Does that work?
- Holly GarsideThat works. Let's start with the usage. What does the usage say?
- Marcus BellSo on average you've got around seven or eight people active in a given month. That's up on the previous quarter, a decent bit up actually. You're licensed for 40, so there's plenty of room.
- Holly GarsideYeah, I know, we're not going to fill forty any time soon. It's really the customer success team and me, and one of the product people who dips in. Mm.
- Marcus BellThat's fine. I'd rather see a few people who really use it than forty logins nobody opens. Who's asking most of the questions?
- Holly GarsideMe, honestly. Probably more than I should. I use it every Monday to go through the care providers, look at their tickets against how much they're using our software, and see who's gone quiet. That's the whole reason we bought it.
- Marcus BellRight, and that's useful to know. One thing I'd flag is that if one person asks most of the questions, it's worth getting a couple of colleagues in the habit. Not because anything's wrong. Just so it doesn't all sit with you.
- Holly GarsideFair. I've been meaning to run a session for the team. They keep saying they'll try it and then the day gets away from them.
- Marcus BellHappy to jump on a call with them. Thirty minutes, you pick the topic. Maybe the renewals view, since that's what they care about.
- Holly GarsideYes, do that. After the new year, though. Early January, when things calm down.
- Marcus BellPerfect. I'll send you a couple of slots. Now, tickets. You've had none with us lately, nothing in the last month at all, so either it's working nicely or you've been too busy to tell me it isn't.
- Holly GarsideHa. Working nicely, I think. The nightly refresh has been there when I log in. Occasionally I wonder about one of the data sources, but it's been fine.
- Marcus BellWhich one, if you remember? I can check it while we're talking.
- Holly GarsideThe helpdesk one. Some of the older tickets looked a bit thin, but I think that was how we'd tagged them rather than anything on your side.
- Marcus BellOkay. Records are still coming in on that connector, so it isn't stuck. I'd guess it's the tagging too. If you send me one example I'll look at it properly.
- Holly GarsideWill do. Right, so the contract. We're into spring next year before it comes up, aren't we?
- Marcus BellYes. The term runs to 6 May 2025 and the renewal date is 7 May 2025. Nothing to decide now. I just like to start the conversation early so nobody's surprised.
- Holly GarsideSure. And it's the same as now, so forty-one eight? I always forget.
- Marcus BellIt's £41,800 a year, that's what the order form and the invoices both say. I'll confirm anything about renewal pricing with Tom before we get there. He looks after the commercial side.
- Holly GarsideOkay. I'll be honest, our CFO will want to see usage before he says anything. He always asks what we'd lose if we dropped it.
- Marcus BellThat's reasonable. So what I can do is put together a short usage summary nearer the time, with the questions asked, who's asking, and a couple of examples of what you found. Something you could hand him. Would that help?
- Holly GarsideThat would be brilliant, yes. A page, not a pack. He doesn't read packs.
- Marcus BellA page it is. Anything else you'd like to see in the product? Anything annoying you?
- Holly GarsideNot annoying. I'd like to share a saved view with the team without them needing to build it. Is that a thing?
- Marcus BellYes, shared pages. Growth has the dashboards builder as well. I'll show you in the January session, it takes five minutes.
- Holly GarsideLovely. I think that's me. Oh, and Marcus, thanks for not making me sit through a slide deck.
- Marcus BellNo decks. So, to recap: I'll send slots for a team session in January, you'll send me that helpdesk example, and I'll draft the usage page ahead of the spring renewal.
- Holly GarsideSounds right. Have a good Christmas if I don't speak before.
- Marcus BellYou too, Holly. Speak soon. Thanks, bye.
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