Eccup Software / BG-Demo – Check In
Callcompleted
Eccup Software · 22 Apr 2025 12:00
Holly Garside leans towards renewing Growth at £42k but needs her chief executive's approval. Few of the forty seats are active, so she wants a clear cost and value case and a view on seat numbers.
What was said
What this says
As at Fri 9 Oct 2026Holly Garside leans towards renewing Growth at £42k but needs her chief executive's approval. Few of the forty seats are active, so she wants a clear cost and value case and a view on seat numbers.
What happened: Marcus Bell ran a check-in on 22 Apr 2025, shortly before the contract end on 6 May 2025. He covered usage, two tickets, the renewal and the connectors.
Customer view: Holly says "it's a yes from me" and that the people who use B-Viz use it properly. She cannot commit budget alone, and she struggles to explain to her chief executive why so few of the forty seats are filled.
Commercial: The Growth figure is £42k a year, and Marcus said it matches what was invoiced. Holly asked for the usage page with the quarter comparison, the ticket summary, a one-page note of what is contracted, and the annual cost. She also wants to ask whether forty seats is right, which is for Tom, the account owner.
Watch: Active users average around six and a half, up about eight per cent on the quarter. The evidence does not show the renewal outcome or the chief executive's decision.
Themes
As at Fri 9 Oct 2026Theme
Growth renewal and seat usage
Importance
renewal
Sentiment
mixed
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 the usage page with the quarter comparison, the ticket summary and a one-page note of what is contracted.
- Marcus to brief Tom, the account owner, that Holly wants to discuss whether forty seats is the right number.
- Holly Garside to take the renewal to her chief executive that week and report back.
Risks
As at Fri 9 Oct 2026- Only a small group uses the forty Growth seats, so the chief executive may question value or seat numbers at renewal.
- Renewal sign-off sits with the customer's chief executive, and the evidence does not show his view.
Opportunities
As at Fri 9 Oct 2026- A 30-minute session for the account managers on Eccup's own provider data could widen use once the renewal is confirmed.
- The questions-asked view gives Holly a value case to put to her chief executive.
Transcript
Marcus BellHi Holly, can you hear me alright?
Holly GarsideYes, loud and clear. Can you hear me? My headset's been temperamental all week.- Marcus BellYou're fine. Perfect. How's your week been?
- Holly GarsideBusy. Quarter-end planning for the team, plus a couple of providers who want everything yesterday. You know how it is. Yours?
- Marcus BellSame, really. I've been up and down the M62 a fair bit. Anyway, thanks for making time at lunch. I'll share my screen in a second, and what I want to cover is quite simple. Usage over the last quarter, the tickets you've raised, and then the renewal, since that's coming up in a couple of weeks.
- Holly GarsideGood. Let's start with the renewal, actually. I like to know where we are on that before anything else.
- Marcus BellSure, happy to. So your contract runs to 6 May 2025 and the renewal date on our side is 7 May 2025. You're on Growth, and the contracted figure is £41,800 a year. That matches what's been invoiced, so no surprises on the billing side.
- Holly GarsideRight. And nothing overdue on our side? Finance would tell me, but I'd rather check.
- Marcus BellNothing overdue, no. Everything's been paid on time as far as I can see.
- Holly GarsideGood. Okay. So what does the usage say?
- Marcus BellRight, I've pulled the numbers. Can you see the screen?
- Holly GarsideYes, I can see it. A bit small, can you make it bigger?
- Marcus BellIs that better? Okay. So you've got forty licensed users on Growth. Over the last thirty days the average number of people actually active is around six and a half. That's up about eight per cent on the quarter before.
- Holly GarsideSo up, but from not very much.
- Marcus BellYeah, I'd say that's fair. It's moving the right way, but it's a small group using it against the number of seats. I don't want to dress it up.
- Holly GarsideNo, I'd rather you didn't. Honestly, that's what I expected. It's mostly my team and a couple of people in support. I had this at my last place too, you buy for the whole department and in practice a handful of people live in it and everyone else asks them.
- Marcus BellMm. That's quite common. Is that a problem for you, or is it more that the handful are getting what they need?
- Holly GarsideIt's the second, mostly. The people using it are using it properly. They're reading tickets against usage per care provider, and that's the whole reason I wanted it. Where I get stuck is explaining to my chief executive why there are forty seats and so few people in them.
- Marcus BellRight, that makes sense. Can I show you the questions side, then? Because I think the seat count only tells half of it.
- Holly GarsideGo on.
- Marcus BellSo this is questions asked, month by month. You can see it's steady, and the people asking are asking a fair few each. Most of them are about renewals and about which providers have had a spike in tickets. That's exactly the use you described when we set this up.
- Holly GarsideYes, that's the one I'd put in front of the chief exec. Can you send me that view? Not the whole report, just that page.
- Marcus BellOf course. I'll export it after the call and put a couple of lines on it so it stands on its own. Shall I include the comparison with the previous quarter?
- Holly GarsideYes please. Include it. If it's going up I want that visible.
- Marcus BellWill do. Okay, tickets next. You've raised two in the last thirty days, and one of those was marked high priority.
- Holly GarsideThat was the one where the overnight refresh looked late, wasn't it? One of my analysts noticed numbers hadn't moved by the time she logged on.
- Marcus BellThat sounds like it, yes. I've looked at the thread and it was picked up inside your Growth response time. I don't want to promise anything about why it happened beyond what support has already told you, but it's closed and you haven't come back on it.
- Holly GarsideNo, it's been fine since. And the other one was just a how-to. Somebody wanted to filter by provider group.
- Marcus BellThat's right. Two tickets, one urgent, one routine, both resolved. For an account your size that's a quiet month.
- Holly GarsideQuiet is good. Quiet in my world usually means nobody's shouting, but I've learnt to check it isn't also nobody's looking.
- Marcus BellHa, yes. Fair point, and that's partly why I wanted to talk about the wider team. Is there anyone else in customer success or account management who'd get value from this and just hasn't been shown it?
- Holly GarsideProbably. Our account managers are the obvious ones. They're out of the office a lot and they tend to ask me instead. If I'm honest I haven't had time to run a proper session.
- Marcus BellI could do that. Thirty minutes, on the screen, using your own provider data so it isn't generic. Then they can see what the team already gets out of it. Shall we book thirty minutes?
- Holly GarsideYes, let's. Not before the renewal's sorted though. I don't want them excited about something I then have to explain I'm still deciding on.
- Marcus BellUnderstood. So where are you on the renewal itself? I'm not here to push you, I'd just like to know what you need from me to make it easy.
- Holly GarsideSo, I think it's a yes from me. The value's there for the people who use it. But I can't commit budget on my own, that sits with my chief executive, and he'll want to see what the cost is against what we get.
- Marcus BellThat's fine. What would help him? The usage page, the ticket summary, a one-page note of what's been contracted?
- Holly GarsideAll three. And the annual cost, clearly. He'll ask that first.
- Marcus BellOkay. The annual figure is £41,800 on the order form. If he wants to talk about the commercial side beyond that, I'd bring Tom in, he's your account owner and he handles terms. I'm not the right person to negotiate, but I can make sure the facts are right.
- Holly GarsideFine. I don't expect a negotiation, to be honest. More a question of whether forty seats is the right number.
- Marcus BellMm. Well, that's one for Tom, then, or for the two of you together. I'll flag it so he's ready.
- Holly GarsideThanks. Right, what else have you got?
- Marcus BellConnectors and records, quickly. Everything's loading, and records indexed are still going up, so nothing's gone stale. That's the other thing I check, because a flat line there would be the first sign something upstream had changed.
- Holly GarsideNothing's changed on our side. We haven't swapped any systems. If we do, I'll tell you before it happens.
- Marcus BellThat would be brilliant, thank you. It's the sort of thing that's easy to fix if we know in advance and annoying if we find out afterwards.
- Holly GarsideUnderstood. Okay, anything else from your side?
- Marcus BellJust the next steps, so I've got them right. I'll send you the usage page with the quarter comparison, the ticket summary, and the one-page note on what's contracted. I'll let Tom know you'll want to talk about seats. And I'll find a slot for the session with your account managers once you've confirmed the renewal.
- Holly GarsideThat's all correct. I'll take it to my chief executive this week and come back to you.
- Marcus BellLovely. Thanks, Holly. Speak soon.
- Holly GarsideThanks, Marcus. Bye for now.
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