Menlo Quay Medical / BG-Demo – QBR
Callcompleted
Menlo Quay Medical · 27 May 2026 14:00
Positive QBR on Growth. Daily users up by about two thirds, tickets minimal. Orla Mannion says it is earning its place but cannot commit budget without her director. Distributor team is the next adoption target.
What was said
What this says
As at Fri 9 Oct 2026Positive QBR on Growth. Daily users up by about two thirds, tickets minimal. Orla Mannion says it is earning its place but cannot commit budget without her director. Distributor team is the next adoption target.
What happened: Elena Novak led the QBR covering usage, questions asked, connectors and the plan to renewal. Matteo Ricci mostly listened and said there is no pressure to add seats.
Customer view: Orla Mannion said it is earning its place and she would be happy to say so. Niamh Fahy said hospital lookups used to mean jumping between three systems, and she still checks the source.
Commercial: The Growth subscription renews on 29 Dec 2026, with a licence of forty users and only a fraction in use. Budget sits with Orla's director, who was not on the call.
Watch: The distributor team has not started. The evidence does not show a name for the first user yet, and Niamh may need documentation if B-Viz enters the complaint workflow.
Themes
As at Fri 9 Oct 2026Theme
QBR, early adoption
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- Orla Mannion to email the name of the first distributor user.
- Niamh Fahy to raise documentation needs with the quality lead.
- Elena Novak and Matteo Ricci to prepare a value note before the renewal.
Risks
As at Fri 9 Oct 2026- Budget approval sits with Orla Mannion's director, who was not on the call.
- Usage is a fraction of the forty Growth licences, so value must be shown before the renewal on 29 Dec 2026.
Opportunities
As at Fri 9 Oct 2026- Bring the distributor team onto B-Viz, starting with one senior user.
- A value note showing the most-asked questions can support a growth conversation at renewal.
Transcript
Elena NovakGood afternoon, everyone. Can you hear me properly? I am in Amsterdam today and the connection has been a little unpredictable.
Orla MannionAfternoon, Elena. Clear as a bell here. Niamh is just coming in from the other room.
Niamh FahyHi, sorry, I'm here. Had to find a charger. Hello all.
Matteo RicciBuongiorno, or buon pomeriggio, I should say. Matteo here. I will mostly listen today, this is Elena's review, but I wanted to hear how the first months have gone.- Orla MannionGrand. Terrible weather in Galway, by the way, so nobody is going anywhere this afternoon. We may as well do this properly.
- Elena NovakGood. To restate the agenda I emailed beforehand: first, usage over the last quarter. Second, what the teams are actually asking B-Viz. Third, anything blocking you, including connectors. Fourth, the plan up to the renewal. And I will send written actions afterwards, as agreed.
- Orla MannionPerfect. I'd like to start with the complaint log, if that's all right. Is it logged as a complaint when someone asks B-Viz about a distributor? That's what my team keep wondering.
- Elena NovakTo confirm, asking a question does not create a complaint record. B-Viz reads your complaint system, it does not write to it. So the record stays exactly where your quality process expects it.
- Orla MannionGood. That's the answer I needed to give my team. Never close a complaint without evidence, and the evidence stays in the system of record.
- Elena NovakExactly. Now, the usage. I am sharing my screen, tell me if you can see it. Over the last quarter, your average number of daily active users is up by about two thirds. It is around seven or eight people on a typical day.
- Niamh FahyYeah, we can see it. That's mostly the complaints team coming on board in April, I think. And a couple of the key account managers.
- Elena NovakThat matches what I see. You are licensed for forty users on Growth, so there is a lot of headroom still. I would not read the number as high, I would read the direction as good.
- Matteo RicciIf I may, that is the point I would underline. Forty seats at the moment, and you are using a fraction. So no pressure from our side to add anything. We want the adoption to be real first.
- Orla MannionI appreciate you saying that, Matteo. Honestly the distributor team haven't really started yet. They're the ones I'd like to bring in next.
- Elena NovakThat would be sensible. Could I ask who among the distributor team would be the first person to try it? I will make sure that they get a short session, not a long training.
- Orla MannionLet me think. Probably someone senior who knows the Middle East accounts. I'll come back to you with a name by email, I don't want to volunteer somebody on a call.
- Elena NovakThat is fine. Now, the questions people ask. The most common type is looking up a hospital account and seeing the orders, the emails and the open complaints together in one place. Niamh, does that feel right to you?
- Niamh FahyYeah, it does. Before, I'd be jumping between three systems to answer one question about one hospital. Now I just ask, and then I check the source anyway, because it's quality, you always check.
- Orla MannionWhich is how it should be. Which account, which lot? Then we look at the record. B-Viz gets us to the record faster, that's all.
- Matteo RicciI would rather say it plainly: we do not want anyone trusting an answer without looking at the source. For a regulated business that is the right habit. What does your auditor need to see about how you use it?
- Niamh FahyGood question. At the moment, nothing specific, it's not part of the controlled process. But if we ever wanted to use it for anything in the complaint workflow we'd need to document it. I can raise it with our quality lead.
- Matteo RicciPlease do, and let me confirm that in writing: if your quality team want documentation from us, Elena and I will provide it.
- Elena NovakMoving to the third item, connectors. Niamh, as admin, are all of your connected sources loading without trouble? From my side the record counts are growing steadily, which is a good sign.
- Niamh FahyYes, all fine. We had one ticket in the last month, just a how-to about permissions on a page. Your team answered it quickly. Nothing urgent.
- Elena NovakYes, I saw that. No high priority tickets at all, which is what I like to see. And the nightly refresh has been completing on time each business day.
- Orla MannionThat's reassuring. The refresh matters more than people think, my team start the day with the overnight complaints.
- Elena NovakUnderstood. Let me turn to the plan for the contract. Your annual subscription is fifty thousand, invoiced and contracted at the same figure, and there are no overdue invoices. The renewal falls on 29 Dec 2026, and I will begin the renewal conversation well before that, with the ninety day notice as agreed in the order form.
- Matteo RicciAnd to keep the timeline clear for everyone: decision on renewal is at the end of the year, so there is plenty of time. I would suggest we use the coming months to show value, particularly with the distributor team. Then the renewal is a conversation about growth, not about doubt.
- Orla MannionThat sounds sensible. I can't commit budget without my director in any case, but from where I sit it's earning its place. I'd be happy to say so.
- Elena NovakThank you, that is helpful. Shall we agree the actions? One, Orla sends the name of the first distributor user. Two, Niamh raises documentation with your quality lead. Three, I send a written summary today. Four, Matteo and I prepare a short value note before the renewal. Is that right?
- Niamh FahyThat's what I have. Could the value note include which questions get asked most? It'd help me explain it internally.
- Elena NovakYes, I will make sure that it does.
- Orla MannionLovely. I think that's us, so. Thanks a million, all of you.
- Matteo RicciGrazie, Orla, Niamh. Best regards from me, and speak soon.
- Elena NovakKind regards, everyone. Written actions will follow this afternoon. Goodbye.
- Elena NovakStopping the recording now.
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