Commondale Care / BG-Demo – Check In
Callcompleted
Commondale Care · 31 Dec 2024 14:30
Marcus Bell showed Lynne Featherstone that active users and questions asked had fallen. She said managers had drifted back to spreadsheets and she had not pushed the product. A refresher was proposed but not confirmed.
What was said
What this says
As at Fri 9 Oct 2026Marcus Bell showed Lynne Featherstone that active users and questions asked had fallen. She said managers had drifted back to spreadsheets and she had not pushed the product. A refresher was proposed but not confirmed.
What happened: Marcus walked Lynne through last quarter's usage. Active users were about a third lower and questions asked had fallen too, with the same few people asking.
Customer view: Lynne said she had not been pushing it since the autumn and that managers went back to their own spreadsheets. She raised no problem with the product and said nothing was broken that she knew of.
Commercial: This is a value and adoption risk to the subscription ahead of renewal, not a service issue, since there were no tickets in the last thirty days. Lynne's one named draw is the family contact view, and she has not shown managers the new pages.
Watch: Lynne only said possibly to the refresher and asked for a few days. Marcus will hold a January slot and copy Tom on the renewal side. Trevor, who asks about everything, will also see the numbers.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to hold a January slot for a half-hour manager refresher and confirm it with Lynne.
- Marcus Bell to send the usage numbers in writing to Lynne and to copy Tom Ashdown on the renewal side.
- Lynne Featherstone to speak to the managers after the holidays and get back to Marcus.
Risks
As at Fri 9 Oct 2026- Active users are about a third lower and questions asked have fallen, with a few people asking most of them.
- Managers have returned to spreadsheets and Lynne has not been promoting the product since the autumn.
- The refresher is not confirmed, so the adoption gap may persist into the renewal.
Opportunities
As at Fri 9 Oct 2026- Show managers the family contact view and the per-home pages in a short refresher, which Lynne said they liked at the start.
Transcript
Marcus BellAfternoon Lynne, happy new year nearly. Can you hear me okay?
Lynne FeatherstoneHiya Marcus, yes, loud and clear. Happy new year to you. It's been a mad week.- Marcus BellI bet. I'm sharing my screen now. I've pulled the numbers for the last quarter, so I want to show you what the usage looks like and then hear what's going on from your side.
- Lynne FeatherstoneGo on, then. Show me.
- Marcus BellSo, active users over the last thirty days are down. It's about a third lower than the quarter before, and that's the number I'd like to understand first.
- Lynne FeatherstoneMm. Yeah. I can see that. I'll be honest, I haven't been pushing it since the autumn.
- Marcus BellNo problem, that's useful to know. Was there a particular reason, or did it just slip?
- Lynne FeatherstoneA bit of both, I suppose. We've had people off, and the managers went back to their own spreadsheets because they were comfortable with them. Nobody told me they'd stopped using it.
- Marcus BellThat's really helpful. Did anyone raise a problem with it, or was it more habit?
- Lynne FeatherstoneNot a problem as such. Honestly, I think they forgot it was there. The incidents page is still the first thing I look at.
- Marcus BellOkay. The support side is quiet as well, which is a good thing. No tickets in the last thirty days, so nothing's broken.
- Lynne FeatherstoneNo, nothing's broken that I know of. Kayleigh would tell me.
- Marcus BellGood. Let me show you the question counts. Questions asked fell as well, so it's not just people logging in and not doing much.
- Lynne FeatherstoneRight. So fewer people asking, and the ones who ask are the same few.
- Marcus BellThat's my read, yes. I'd rather hear it from you than guess from the chart, though. What would make it useful again for the managers?
- Lynne FeatherstoneI think they need a reason to open it. The family contact view was the thing they liked at the start, but I've not shown them the new pages.
- Marcus BellOkay, that's a fair action. Shall we book a refresher? Half an hour, with the managers, just on the saved pages and the per-home view.
- Lynne FeatherstonePossibly. Give me a few days, I need to see who's back after the holidays.
- Marcus BellNo problem. I'll hold a slot in January and you can tell me if it doesn't work. I'll send the numbers over in writing as well.
- Lynne FeatherstoneYes, send them. Trevor will want to see them too, he asks about everything.
- Marcus BellHappy to. I'll copy Tom in on the renewal side, since he owns that conversation, but I'll keep this one practical.
- Lynne FeatherstoneGood. Thanks Marcus. I'll have a word with the managers after the holidays and get back to you.
- Marcus BellBrilliant. Thanks, Marcus. Speak soon.