Strensall Merchants - QBR
Documentfinal Strensall Merchants · QBR deck · final · 31 Aug 2026
Final QBR deck dated 31 Aug 2026 for an Enterprise customer with 160 licensed users. It reports a sharp fall in active users, one ticket and no overdue invoices, and treats the issue as adoption and renewal risk ahead of the term end on 27 Feb 2027.
What it says
What this says
As at Fri 9 Oct 2026Final QBR deck dated 31 Aug 2026 for an Enterprise customer with 160 licensed users. It reports a sharp fall in active users, one ticket and no overdue invoices, and treats the issue as adoption and renewal risk ahead of the term end on 27 Feb 2027.
What it is: a customer success QBR prepared by Daniel Okafor, stored as final. It states "The commercial and support picture is calm, but the usage picture is not".
Commits: it states contracted ARR of £114k and 160 licensed users, with the term ending 27 Feb 2027. It binds no party to new terms and states no service-level figures beyond saying Enterprise levels "continue to apply".
Unusual: active users fell "close to half" against the prior quarter, while the support queue is quiet. The deck reads that quiet as a possible warning, not as health.
Not settled: the deck says it does not show which teams stepped away, or whether anything changed on the customer's side. It does not show customer attendance or any customer reply. The ARR figure is the deck's own statement and should be checked against the executed order form, as the deck itself proposes.
As found in this document
As at Fri 9 Oct 2026- Date end27 Feb 2027Source: the AI read of this record
- Date renewal27 Feb 2027Source: the AI read of this record
- Contracted annual recurring revenue£113,500Source: the AI read of this record
- Licensed users160Source: the AI read of this record
- Current term ends27 Feb 2027Source: the AI read of this record
The document
Body
Strensall Merchants - QBR
Quarterly business review, Enterprise tier Prepared by Daniel Okafor, Customer Success Manager, BG-Demo Review date: Monday 31 August 2026 Status: Final
1. Where we are
- Strensall Merchants has been a BG-Demo customer since Friday 28 February 2025.
- Tier: Enterprise, bought so that branch, trade-credit and key-account teams can see each trade account's orders, deliveries, calls and credit together.
- Contracted annual recurring revenue: £114k.
- Licensed users: 160.
- Current term ends 27 Feb 2027.
- Account owner: Lewis Kerr. Customer Success Manager: Daniel Okafor.
I want to be straightforward from the start. The commercial and support picture is calm, but the usage picture is not, and this review spends most of its time there.
2. Headline numbers
Read the whole document (4,842 characters)
| Measure | Position |
|---|---|
| Contracted ARR | £114k |
| Licensed users | 160 |
| Average daily active users, last thirty days | Well under a quarter of the licensed users |
| Change in active users against the prior quarter | A sharp fall, close to half |
| Tickets raised, last thirty days | One |
| High priority tickets, last thirty days | None |
| Overdue invoices | None |
3. Usage: the main concern
Active use has dropped markedly compared with the previous quarter. Set against 160 licensed users, the number of people actually working in B-Viz on a typical day is now small. This is a fall in trajectory, not just a low level, and that is what worries me.
What the records show:
- A clear fall in active users quarter on quarter.
- Very few tickets, which in this case reads as quiet rather than healthy. A large user base that has stopped asking for help is not the same as a happy one.
What the records do not show:
- Which branches or teams have stepped away.
- Whether the fall is concentrated in one function, such as branch teams, trade credit or key accounts.
- Whether anything changed on the customer's side, such as a reorganisation, a system change or a change of people.
I would rather say plainly that we do not yet know the reason than offer a guess.
4. Value: what the Enterprise tier is meant to deliver
The original case was one view of each trade account across orders, deliveries, calls and credit, so that teams stop reconciling systems by hand. That value only shows up when people use it. With fewer people active, we cannot currently evidence that value to the senior team at Strensall Merchants, and that matters with the renewal ahead.
We should be ready to show:
- Which teams still rely on B-Viz and for what.
- Examples of questions answered faster than the old manual route.
- Where the unused licences could be put to work.
5. Service and support
- One ticket in the last thirty days, and nothing high priority.
- No overdue invoices: the account is paying on time, so this is a value and adoption question, not a money one.
- Enterprise service levels continue to apply, including the commitments on availability and data freshness. Nothing in this review suggests a service credit is due.
6. Risks
- Adoption risk. A sharp fall in active users, with no explanation yet.
- Key-person risk. We do not know whether the remaining users are a handful of people carrying most of the activity.
- Renewal risk. The term ends 27 Feb 2027. If the value case is not clear well before the renewal notice window, the conversation will start from a weak position.
- Silence. A quiet support queue alongside falling use can come before a customer reconsidering.
7. Opportunities
- With 160 licences and far fewer active, there is plenty of headroom. The opportunity is re-engagement, not selling more.
- Targeted training for the teams that have dropped away, including the on-site training day add-on if the customer would welcome it.
- A working session with the trade-credit and key-account teams to rebuild around the questions they most need answered.
8. Plan and next steps
| Action | Owner | Timing |
|---|---|---|
| Review activity by team and by person to see where the fall sits | Daniel Okafor | Within the next fortnight |
| Ask our contacts at Strensall Merchants how the teams are finding it, and whether anything has changed on their side | Daniel Okafor | Within the next fortnight |
| Brief Lewis Kerr on the findings and agree the commercial approach | Daniel Okafor and Lewis Kerr | Straight after the review of activity |
| Offer refresher sessions for the teams that have drifted away | Daniel Okafor | Over the next month |
| Prepare a value summary ahead of the renewal notice, checked against the executed order form | Daniel Okafor | Well before the end of the year |
Just to close the loop: I will come back to the team with what I find, and I would welcome their view on what has changed.
Best wishes, Daniel
Unusual terms
As at Fri 9 Oct 2026- Active users down close to half quarter on quarter
- Quiet support queue read as risk