Eccup Software / BG-Demo – Renewal
Callcompleted
Eccup Software · 24 Feb 2025 16:30
Vincent Ackerley, Eccup Software's CFO, probed low use of 40 licensed seats and what would be lost. He decided nothing, wants the usage page and written renewal terms soon, and asked whether it is in budget.
What was said
What this says
As at Fri 9 Oct 2026Vincent Ackerley, Eccup Software's CFO, probed low use of 40 licensed seats and what would be lost. He decided nothing, wants the usage page and written renewal terms soon, and asked whether it is in budget.
What happened: Tom Ashdown and Marcus Bell met the CFO. Marcus said about seven people are active against 40 licensed on Growth, mostly in customer success.
Customer view: Vincent summed it up as "a small group is using a tool we've licensed for many more". Marcus agreed there is headroom, and neither side could give a money saving.
Commercial: Tom confirmed the term ends 6 May 2025, renewal date 7 May 2025, at £42k a year, matching the invoices. He would not quote next-term pricing and promised it in writing.
Watch: Vincent said he would decide nothing that day and wants this settled before the last fortnight. Budget status is unanswered.
Themes
As at Fri 9 Oct 2026Theme
CFO renewal value question
Importance
renewal
Sentiment
neutral
Voice
decision-maker
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 one-page usage summary.
- Tom Ashdown to confirm renewal terms in writing.
- Tom Ashdown to send dates for a half-hour follow-up with Vincent.
Risks
As at Fri 9 Oct 2026- The CFO sees few users on 40 licensed seats and has no money figure for value.
- Budget for the next term is unconfirmed and no pricing has been given yet.
- He wants timing settled before the last fortnight.
Opportunities
As at Fri 9 Oct 2026- A plain usage summary with team examples could give him a defensible case.
- Widening use in customer success could lift the seven active users.
Transcript
Tom AshdownHello, hello. Vincent, is that you? Can you hear us?
Vincent AckerleyYes, good afternoon. I can hear you both. I'm sorry, I'm a minute or two early.- Tom AshdownNo bother at all. How's your week been? Busy end of the month?
- Vincent AckerleyRather. Budget conversations, mostly. The usual at this time of year.
- Tom AshdownAye, I can imagine. Marcus is here as well, he looks after the day to day with you folks, so he's got the numbers. I'll mostly keep out of the way and do the paperwork bit.
Marcus BellGood afternoon, Vincent. I'll share my screen so we can look at the same thing. Can you see it?- Vincent AckerleyI can. Might I start with usage? That's what I'll need to be able to explain internally.
- Marcus BellThat's exactly where I wanted to start. I've pulled the numbers. On average, around seven people are active in a month at the moment. That's a touch up on the quarter before, so steady rather than growing fast.
- Vincent AckerleySeven. And we pay for forty seats, I believe.
- Marcus BellLicensed for 40, yes. That's the Growth tier. Most of the active people are in customer success, and the questions are mainly about care providers: their tickets, their renewals, how much they use your software.
- Vincent AckerleyMm. So a small group is using a tool we've licensed for many more. Is that a fair reading?
- Marcus BellIt is, and I won't dress it up. There's headroom. The people using it use it regularly, but it hasn't spread across the company.
- Tom AshdownIf I can jump in, Vincent. That's partly on us. We could have helped the wider team more, and Marcus and I have talked about that. No drama, it's just a thing we can fix.
- Vincent AckerleyI appreciate the candour. Tell me about support. Have there been problems?
- Marcus BellNone that have come to us. No tickets in the last month, and nothing high priority. Nothing overdue on the invoices either, so it's all been tidy.
- Vincent AckerleyGood. Then it comes down to what we'd lose, I suppose. If we didn't continue, what would the team no longer be able to do?
- Marcus BellHonestly, the Monday routine your customer success team runs. They read tickets against usage for each provider in one place, instead of pulling from several systems by hand. Whether that's worth it is your call, but that's what would change.
- Vincent AckerleyI see. And is that something that has saved us money, or time, or neither? I'd like to be able to say which.
- Marcus BellI can't put a money figure on it from our side, and I don't want to make one up. What I can show you is how often it's used and by whom, and the team can tell you what it's replaced. That might be a better conversation with them than with me.
- Vincent AckerleyThat is fair. I'd rather hear that than a number I couldn't defend.
- Tom AshdownCan I do the contract bit now? Just so we're all on the same page. The current term ends 6 May 2025, and the renewal date is 7 May 2025. At the moment it's £41,800 a year on the order form, and that matches what we've invoiced.
- Vincent AckerleyYes, that matches my records.
- Tom AshdownNow, anything about the price for the next term, I'm not going to quote from memory. Leave that with me, I'll confirm it properly in writing so you've got something solid in front of you.
- Vincent AckerleyThank you. Is it in the budget? That is the question I'll be asked, and I can't answer it yet.
- Tom AshdownUnderstood. So what would help most, do you think? Something before your budget is locked, or nearer the time?
- Vincent AckerleySooner is better. Let's not rush the decision, but I would prefer not to be doing this in the last fortnight.
- Marcus BellThat makes sense. I'll put together a one-page usage summary: who's asking questions, how it's changed over the year, and a couple of real examples from the team. You can read it without needing us on a call.
- Vincent AckerleyThat would be useful. Please keep it plain.
- Marcus BellPlain it is. I'll also have a word with the customer success team about who else could get value from it, so the seven becomes a bigger number if it makes sense. If it doesn't, I'll say so.
- Vincent AckerleyI would appreciate that. I should be clear, I won't be deciding anything today. I need to see the summary and talk to my colleagues.
- Tom AshdownWouldn't expect you to, Vincent. Let's get something in the diary for after you've had a look. Another half hour, and we'll keep it short.
- Vincent AckerleyPlease send me some times. I'll check my diary.
- Tom AshdownWill do. So, to recap. Marcus sends the usage page, I send written confirmation on the renewal terms, and I'll send a few dates for the next chat.
- Marcus BellThat's all I have. Thanks, Vincent.
- Vincent AckerleyThank you both. Goodbye.
- Tom AshdownCheers, take care. Bye.
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