Commondale Care / BG-Demo – Renewal
Callcompleted
Commondale Care · 13 Jan 2025 13:15
Finance Director Trevor Bulmer questioned paying the same for roughly half the use and asked which figure is right, the CRM's or the invoiced one. Tom Ashdown promised a written breakdown. Contract ends end of February.
What was said
What this says
As at Fri 9 Oct 2026Finance Director Trevor Bulmer questioned paying the same for roughly half the use and asked which figure is right, the CRM's or the invoiced one. Tom Ashdown promised a written breakdown. Contract ends end of February.
What happened: Marcus reported active users down by almost half on the prior quarter, with questions asked down too. Trevor asked why Commondale Care would pay more and said he cannot justify the same spend for half the use.
Customer view: Trevor said the CRM has the renewal at forty-four thousand while they are invoiced at forty-one thousand eight hundred, and asked which is right. Tom gave no figure and said the order form and invoices count, not the CRM deal figure.
Commercial: Trevor is the price decision-maker and needs a figure for the board. He wants it in writing first, will not sign on a call, and refused to pay for training on top. Early February is the target for agreement.
Watch: Trevor asked for material to be sent to him directly, not through Lynne. The champion is now bypassed, and Tom's answer on the figure was not well received.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Tom Ashdown to send Trevor a written breakdown of the correct figure from the order form and invoices by the end of the week.
- Marcus Bell to send Trevor the usage pages with the split by home directly.
- Tom Ashdown to aim for agreement by early February so there is time for the order form before the end of February.
Risks
As at Fri 9 Oct 2026- Trevor will not justify the same spend with active users down by almost half, so the renewal price is under pressure.
- The CRM renewal figure and the invoiced figure differ, and Tom could not confirm which is right on the call.
- Trevor is now dealing directly and has refused to pay for training, which limits the adoption fix.
Opportunities
As at Fri 9 Oct 2026- Agree scope and price together in a written breakdown, tied to the usage split by home, so the value is easier to show.
Transcript
Marcus BellAfternoon Trevor, Tom, can you both hear me? I've shared the usage pages, so I'll start there and then pass over to Tom.
Tom AshdownHiya Marcus, I can hear you. Trevor, you're on the line, yes? Hope the week's been alright.
Trevor BulmerIt's been busy, Tom, thanks. I've got about twenty minutes before the payroll call, so can we get on with it?- Tom AshdownAbsolutely. No drama, we'll keep it tight. Marcus has the usage, and I want to talk about the renewal and what it looks like for you.
- Marcus BellRight. Usage first. Active users are down by almost half on the quarter before, and questions asked have dropped with it.
- Trevor BulmerAlmost half. So why would we be paying more for it? That's what I want to understand before anything else.
- Marcus BellFair question. The usage is what I'd want us both to look at, and I've got the invoice view too, which I can share after this.
- Trevor BulmerFine. Tom, the CRM has the renewal at forty-four thousand. We're invoiced at forty-one thousand eight hundred. Which one's right?
- Tom AshdownRight, so I'm not going to quote you a number off the top of my head. The order form and the invoices are what count, and the deal figure in the CRM isn't the one I want to stand behind. Leave that with me and I'll confirm it in writing.
- Trevor BulmerThat's not a great answer, Tom. I need a figure to take to the board.
- Tom AshdownI know, and you'll get it. I'd rather give you the right one than a quick one. Give me a couple of days and I'll send the breakdown.
- Marcus BellI'll say, from my side, the thing I'd want to know is what's being used. Fewer people asking means the value is harder to show, and that's the bit we need to fix.
- Trevor BulmerExactly. I'm not against it. I just can't justify the same spend for half the use.
- Tom AshdownThat's fair, and I wouldn't ask you to. What I'd suggest is we look at the scope and the price together, once I've got the numbers straight. No drama, and I'll not make it a hard sell.
- Trevor BulmerOkay. What's the timeline? The contract ends at the end of February.
- Tom AshdownYes, end of February, so we have a few weeks. I'd like to get something agreed by early February, so there's time for the order form.
- Trevor BulmerEarly February is fine, but I want it in writing first. I'm not signing anything on a call.
- Tom AshdownAgreed, nothing gets signed on a call. You'll get the breakdown in writing and then we'll get something in the diary to go through it.
- Marcus BellI'll send Trevor the usage pages today as well, with the usage split by home.
- Trevor BulmerGood. Send them to me directly, not through Lynne. She's got enough on.
- Marcus BellWill do. Sorry, one more thing from me: the training refresher for the managers is still on the table, which might help with the usage.
- Trevor BulmerFine, but I'm not paying for training on top of this. Let's keep the conversation about the number.
- Tom AshdownUnderstood. That's a separate conversation and it's not on the table today. Leave that with me too.
- Trevor BulmerOkay. Right, I've got to go, the payroll call's starting. Send me the figures, Tom.
- Tom AshdownI will, you'll have them by the end of the week. Cheers Trevor, speak soon.
- Trevor BulmerCheers. Bye.