Menlo Quay Medical / BG-Demo – Check In
Callcompleted
Menlo Quay Medical · 3 Sep 2026 11:00
Daily users fell by about thirty percent to around six. Key account managers stopped trusting answers that differed from their spreadsheets. Orla Mannion warns her director will ask what the company is paying for.
What was said
What this says
As at Fri 9 Oct 2026Daily users fell by about thirty percent to around six. Key account managers stopped trusting answers that differed from their spreadsheets. Orla Mannion warns her director will ask what the company is paying for.
What happened: Elena Novak opened with the usage drop. Orla Mannion cited summer leave but said that was not all of it.
Customer view: Several key account managers stopped using B-Viz after answers did not match their own spreadsheets. Orla said tickets were not a worry.
Commercial: The Growth renewal is on 29 Dec 2026 at the annual fee of fifty thousand. Orla said that if usage stays where it is, her director will ask what the company is paying for.
Watch: Elena saw no connector break and record counts still moving, so the cause is unconfirmed. Niamh is to compare the disputed answers with the source records, and that comparison will show whether it is a data or a habit problem.
Themes
As at Fri 9 Oct 2026Theme
Usage fall, trust gap
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Orla Mannion to ask Niamh Fahy to compare the disputed answers with the source records.
- Elena Novak to propose times by email for the key account manager session.
- Orla Mannion to gather examples of time saved.
Risks
As at Fri 9 Oct 2026- Key account managers have stopped using B-Viz because answers differ from their spreadsheets.
- Orla Mannion's director may question the Growth fee if usage stays low before the renewal on 29 Dec 2026.
Opportunities
As at Fri 9 Oct 2026- A side-by-side session with the key account managers could rebuild trust using their own accounts.
- Examples of time saved, including hospital lookups, can form the value case.
Transcript
Elena NovakGood morning, Orla. Can you hear me? I think I am a second behind.
Orla MannionMorning, Elena. I can, yes. Sorry, I was finishing something in the complaint log, it never stops.- Elena NovakNo need to apologise. To restate what I emailed: this is a short check-in. First, the usage numbers. Second, the two tickets from last month. Third, what we can do before the renewal. And I will send written actions afterwards.
- Orla MannionGrand. Go on, and I'll tell you what I'm seeing from my side. I suspect I know where you're going with the usage.
- Elena NovakYes. I will be direct. The average number of daily active users has fallen. It is down by about thirty percent compared with the previous quarter, to around six people on a typical day. After the rise we saw in the spring, I wanted to understand it with you.
- Orla MannionNo, that's fair, and I'm not surprised. Part of it is the summer, people were off. But I won't pretend that's all of it.
- Elena NovakCould you say more about the rest? I would rather hear it plainly.
- Orla MannionHonestly, a few of the key account managers stopped using it. They said the answers didn't always match what they have in their own spreadsheets. And then they stop trusting it, and then they stop opening it. Which account, which lot, they'd say, and it wasn't quite the same.
- Elena NovakThank you, that is useful. Do you know which sources they were comparing with? To confirm, I want to know whether it is a data problem or a habit problem.
- Orla MannionI don't know yet. Niamh would know better, she's the admin. I'll ask her to look, and let's check the record against what they said.
- Elena NovakGood. On my side, I have seen no break in the connectors, and the record counts are still moving, so the data is not stale as far as I can tell. But I may be missing something specific to those accounts.
- Orla MannionIt might just be that their spreadsheets are the thing they trust. Old habits. Medical devices, you know, we like our own records.
- Elena NovakThat is understandable. Now the two tickets last month. One was a how-to question and one was about a page not showing a recent record. Both were low priority, and I checked the response times against your tier, they were inside it.
- Orla MannionYes, the second one was Niamh's, I think. It sorted itself out in the end. I wasn't worried about the tickets.
- Elena NovakGood. So the concern is adoption, not service. May I propose something? I will make sure that we run a short session with the key account managers, using their own accounts, and compare what B-Viz says with their spreadsheets side by side.
- Orla MannionI like that. If we find a genuine mismatch you'll want to know, and if it's their spreadsheets that are out of date, well, that's a conversation for them, not you.
- Elena NovakExactly. I would also like to raise the contract, so it is not a surprise later. The renewal is on 29 Dec 2026. You are on Growth, with forty licensed users and the annual fee at fifty thousand. I am not asking for any decision today.
- Orla MannionI appreciate that. I'll be honest, if the usage stays where it is, my director will ask what we're paying for. I can't commit budget without him, you know that.
- Elena NovakOf course, and it is a fair question to ask. That is why I would like to show value before we speak about renewal. Perhaps we could use the session to gather real examples where B-Viz saved your team time.
- Orla MannionWe have a few. The distributor team one, for a start, although they've barely used it. And Niamh has said it speeds up the hospital lookups. I can gather them.
- Elena NovakThank you. Let me summarise the actions. One, Orla asks Niamh to compare the disputed answers with the source records. Two, I arrange the session with the key account managers, and I will propose times by email. Three, Orla gathers examples of time saved. Four, I send written notes today. Is that complete?
- Orla MannionThat's it. And I'll copy Niamh in so she knows it's coming.
- Elena NovakPerfect. I will include her. Thank you for being so open about it, Orla. It makes this much easier.
- Orla MannionAlways better said than left. Thanks a million, Elena. Talk soon.
- Elena NovakKind regards, Orla. Goodbye.
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