Eccup Software / BG-Demo – QBR
Callcompleted
Eccup Software · 24 Mar 2025 12:15
QBR with a quiet support queue and matching paperwork. Usage is concentrated in Oliver Rushworth and Holly Garside. An account manager session and a usage case for Vincent Ackerley ahead of the May renewal were agreed.
What was said
What this says
As at Fri 9 Oct 2026QBR with a quiet support queue and matching paperwork. Usage is concentrated in Oliver Rushworth and Holly Garside. An account manager session and a usage case for Vincent Ackerley ahead of the May renewal were agreed.
What happened: Marcus covered usage, dashboards, tickets and billing. Active users are a small group of the forty licensed, up on the previous quarter.
Customer view: Oliver asks a good share of the questions, and the account managers tend to ask him instead. Holly said the renewals dashboard had paid for itself in one conversation but could not put a number on it.
Commercial: The contract is £42k a year and the invoices match it. Vincent wants the usage case before the budget discussion. Marcus left price to Tom Ashdown.
Watch: Heavy reliance on Oliver is a key-person risk. Support is quiet, with one how-to ticket and no sync or freshness problems.
Themes
As at Fri 9 Oct 2026Theme
QBR adoption and renewal
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- Marcus Bell to book a 30 minute account manager session on Eccup Software's own data.
- Marcus Bell to send the usage case by the end of the following week.
- Tom Ashdown to follow up with Vincent on the renewal terms.
Risks
As at Fri 9 Oct 2026- Questions depend heavily on Oliver, a key-person risk, while account managers ask him instead of using B-Viz.
- Holly could not quantify the value of the renewals dashboard, which leaves Vincent's value case unproven.
Opportunities
As at Fri 9 Oct 2026- A session for the account managers could widen use within the forty licensed users.
- Oliver's request for a list of the most common questions points to further dashboard investment.
Transcript
Marcus BellAfternoon, everyone. Just waiting on Oliver, I think. Oh, there he is.
Oliver RushworthSorry, afternoon. My headset decided to update itself. Can you hear me?
Holly GarsideWe can. Hi, Oliver. Right, shall we start with the renewals list? Or Marcus, did you want to do usage first?- Marcus BellI'll share my screen and say what I want to cover, if that's alright. I'd like to do usage and questions first, then dashboards, then tickets, and finish on the renewal in May. Does that suit?
Vincent AckerleyThat suits me. Can I ask, to begin with, how many people are actually using this?- Marcus BellOf course. So you've got forty licensed users on Growth. Active users in the last month are a small group of those, and it's up on the previous quarter. I've put the trend on this slide. It's not a big jump, it's a steady one, which I like better.
- Vincent AckerleyMm. And is it the same people every time?
- Marcus BellGood question. Mostly, yes. Oliver asks a good share of the questions, and Holly's the next. That's something I'd flag, honestly. It's better if a few more people are asking.
- Oliver RushworthThat's fair. I'm the one who set most of it up, so I'm in there all the time. I've been trying to get the account managers to try it. They tend to ask me instead.
- Holly GarsideWhich is the habit we want to break. I had this at my last place, where one analyst was the front door to the data. Once people see their own provider pages, they stop ringing the analyst.
- Marcus BellYeah. Happy to run a short session for the account managers. Thirty minutes, on your data, so it's their own providers on screen. Shall we book that?
- Holly GarsideYes please. Let's get something in the diary this week if we can.
- Vincent AckerleyWhat would the account managers get out of it, practically?
- Oliver RushworthMainly they could see, before a renewal conversation, how a provider is using our product, what tickets they've raised, and whether anything has gone quiet. It's all in one place, so they don't need to log into three systems.
- Vincent AckerleyThat's a cost per customer argument, then. Fewer hours spent preparing.
- Holly GarsideExactly that. And it makes the conversation better, because we turn up knowing what they use.
- Marcus BellOkay, let me move on to the dashboards. This is the one Oliver built for renewals by month. You've got the list of providers coming up, usage beside each, and ticket counts. I've looked at who's opened it, and it's been viewed a fair bit by the wider team, so that's encouraging.
- Oliver RushworthI added the usage column last month. Holly asked for it.
- Holly GarsideI did. I wanted to see at a glance which providers were under-using before we called them. It's already paid for itself in one conversation, I think.
- Vincent AckerleyCan I ask what you mean by paid for itself? I'd like to understand that.
- Holly GarsideFair. I can't put a number on it today, and I don't want to claim something I can't show. What I can say is that the team spotted a provider with low usage ahead of time and had a proper conversation, instead of finding out at the renewal. I'll write it up properly.
- Vincent AckerleyPlease do. Yes, a short note would help me.
- Marcus BellI can help with that. I've pulled the numbers on questions asked, and I can add the dashboard views alongside. Then you've got your evidence, Holly, and Vincent has it in one page.
- Holly GarsideBrilliant. Thanks, Marcus.
- Marcus BellRight, tickets. One in the last month, a how-to question from Oliver about filtering by provider group, answered the same day, nothing high priority. Honestly it's a quiet queue. No sync problems, no freshness issues. Records are still refreshing overnight as they should.
- Oliver RushworthI've not noticed anything stale. The morning numbers have been there when I've looked.
- Vincent AckerleyThat's reassuring. And billing? I'd rather not have a surprise.
- Marcus BellNothing overdue. The contract is £41,800 a year and what's been invoiced matches it. Tom's got the commercial side for the renewal, but I can tell you the paperwork agrees with itself.
- Vincent AckerleyGood. On that, the term ends on 6 May 2025, I believe. Let's not rush, but I would like to have the usage case before I take anything to the budget discussion.
- Marcus BellUnderstood. I'll send it over by the end of next week, and Tom will follow up on terms. I'm not going to talk about price here, that's his side.
- Holly GarsideThat works for me. And I think the renewal itself is the easy part, if the account managers pick it up. That's where the value is.
- Oliver RushworthOne thing before we finish. Is there a way to see which questions are asked most? Not who, just what. It might help me decide what else to put on the dashboards.
- Marcus BellYes, there is. I'll include a list of the most common ones in the summary. Good shout.
- Holly GarsideAnything else from anyone? No? Then, to recap. Marcus books the account manager session, sends the usage case by the end of next week, and Tom comes back on renewal terms.
- Vincent AckerleyThank you, all. That was a helpful hour.
- Marcus BellThanks, everyone. Speak soon.
- Oliver RushworthCheers. Bye.
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