Strensall Merchants - Success Plan

Strensall Merchants is a builders' merchants group with branches across the North of England and the Midlands. The business chose Enterprise so that branch teams, the trade-credit team and the key-account team can see each trade account's orders, deliveries, calls and credit position together, in one place, rather than reconciling separate systems by hand.

The outcome we are working towards is simple: when someone needs to understand a trade account, they ask B-Viz instead of chasing three colleagues and two spreadsheets.

Where things stand today

• Adoption is strong. Active users over the last thirty days have risen sharply compared with the previous quarter. This is a healthy start, though it is still a small share of the licensed users, so there is plenty of room to grow.
• Support has been quiet. There have been two tickets in the last thirty days and none of them high priority. We read that as a team that is getting on with it, but we will keep checking that quiet does not mean people are stuck.
• Billing is clean. There are no overdue invoices.

Goals for the term

Phases and milestones

Phase one: embed (now, over the next couple of months)

• Run a short session for each of the main teams, showing questions that matter to them, using their own trade accounts.
• Agree who in each team is the day-to-day champion, and note a deputy for each so that no single person carries the knowledge.
• Confirm which admins at Strensall Merchants can manage users and connectors, and make sure there is more than one.
• Daniel to check in with the team: how is the team finding it, and what are they still doing outside B-Viz?

Phase two: extend (the following quarter)

• Look at which branches and teams are not yet using B-Viz and offer them a tailored walkthrough.
• Review the connected systems with the IT lead and agree whether any further sources would help the trade-credit and key-account teams.
• Share a simple view of who is asking questions and how often, so that no single person carries too much of the usage.
• Hold the first quarterly review with the executive sponsor, covering usage, value and any issues.

Phase three: prove value (ahead of the renewal conversation)

• Write up the value case with the Strensall Merchants team, in their words, using examples they recognise.
• Review the licensed user count against actual use, and talk openly about what fits the business best.
• Agree the renewal timetable with the finance contact. The renewal notice goes out ninety days before the end of the term, and Daniel will make sure nobody is surprised by it.
• Lewis Kerr to confirm commercial terms with the executive sponsor in good time before the term ends on 27 Feb 2026.

Service commitments that apply

Strensall Merchants is on the Enterprise service level. In plain terms:

• The highest availability commitment we offer applies.
• Priority issues receive our fastest first response.
• The nightly refresh is complete by 07:00 UK time on business days.
• Service credits cover both availability and data freshness, which is specific to Enterprise.

If the executed order form says anything different on any of these points, the order form wins, and we will say so.

How we will work together

Risks we are watching

• Key people. If the champion or an admin moves on, usage can drop quickly. Naming deputies early is our protection.
• Source changes. If Strensall Merchants changes a connected system, a connector can stop loading without anyone noticing. Please tell Daniel before any change so we can check the data keeps flowing.
• Value not written down. Strong usage is not the same as a recognised return. The value case in phase three is there to close that gap.

What we need from Strensall Merchants

• A named executive sponsor and an operations sponsor.
• A named IT contact for connector and access questions.
• Honest feedback, including the awkward kind.

Sign-off

Prepared by Daniel Okafor, Customer Success Manager, BG-Demo, on 4 Jul 2025.

Best wishes, Daniel