Renewal conversation and usage this quarter
Email thread Strensall Merchants · sales
Daniel Okafor told Fiona Metcalfe that active use has dipped since autumn. She thanked him for the candour but said she does not renew without a usage case, and asked for her exposure in pounds.
What was said
What this says
As at Fri 9 Oct 2026Daniel Okafor told Fiona Metcalfe that active use has dipped since autumn. She thanked him for the candour but said she does not renew without a usage case, and asked for her exposure in pounds.
Ask: Fiona wants to know her exposure on £114k a year for 160 licensed users if few people use it, and whether the dip is the holiday or something else.
Customer view: she values hearing it first, but states that a fall in active use makes renewal harder. She will make time once she has read the findings.
Next: Daniel promised to report back, including on any connector or login issue. He has not yet spoken to the branch managers.
The thread
Updated 9 Oct 26Messages
Daniel Okafor 6 Jan 2026 10:34Dear Fiona, Happy New Year, and I hope you had a restful break. I am writing to fix a time for the renewal conversation, as your contract runs to 27 Feb 2026. I do want to be open with you before we meet: when I looked at the usage records over the holiday, the number of people active in B-Viz has dipped noticeably compared with the autumn. Some of that will be the season, with branches quieter and people on leave, but I would not like to assume that is the whole story. I would rather we looked at it together than have you find it in a report. I have not yet spoken to the branch managers about it, and I'll come back to you by the end of next week with what I learn, including whether any connector or login issue sits behind it. Could you let me know which days suit you for a forty five minute call? I can be flexible. Best wishes, Daniel Daniel Okafor Customer Success Manager, BG-Demo
Fiona Metcalfe 7 Jan 2026 14:36Daniel, Thank you for flagging it, I appreciate hearing it from you first. I will be direct. I do not renew without a usage case, and a fall in active use makes that harder. We are paying £113,500 a year for 160 licensed users. What's our exposure on that if the people using it are a fraction of that number? In pounds, please, and not just a percentage. Please send what you find before we meet, and tell me whether the dip is the holiday or something else. I will make time once I have read it. Fiona Metcalfe