Carrowkeel Software / BB-Demo – Renewal
Callcompleted
Carrowkeel Software · 2026-05-20 09:00
On 20 May 2026 Conor Daly questioned paying for forty seats with about twelve active, and saw a £50k renewal against £42k with no explanation yet. A written quote and value summary are promised.
What was said
What this says
Current to 13 Oct 26On 20 May 2026 Conor Daly questioned paying for forty seats with about twelve active, and saw a £50k renewal against £42k with no explanation yet. A written quote and value summary are promised.
What happened: Renewal call on 20 May 2026 with Aoife Mulcahy, Conor Daly, Declan Moran and Sophie Ling. Conor first asked which paperwork is signed, and Sophie confirmed the executed order form runs 15 Aug 2025 to 14 Aug 2026.
Customer view: Usage is steady at around twelve active users against forty licensed. Conor asked whether Carrowkeel is paying for more than it needs, and Aoife said the seats were sized for a wider rollout not yet reached.
Commercial: The renewal is open in the CRM at £50k against the invoiced £42k, with no breakdown given yet. Sophie will set out the difference in a written quote, and there is no implementation fee on a renewal.
Watch: Conor wants a value case and will not agree terms on a call or pay against a draft. The internal target to agree is Thursday 23 July 2026.
Themes
Current to 9 Oct 26Theme
Renewal price and seat value
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Sophie Ling to send the executed order form and a written renewal quote with a breakdown today or tomorrow.
- Marcus Bell to send the usage summary alongside the quote, and Aoife to send examples and dates for a team session.
- Conor and Declan to review and reply in writing, with the target to agree by 23 Jul 2026.
Risks
Current to 9 Oct 26- Forty licensed seats against about twelve active invites a request to reduce the Growth seat count.
- A renewal shown at £50,000 against £41,800 with no explanation yet may be read as a price rise without justification.
- Conor does not discuss the product and needs a clear value case before he agrees.
Opportunities
Current to 9 Oct 26- Marcus's usage summary and Aoife's two early-caught agency examples give Conor something to weigh the figure against.
- A team session on the agency group filter could lift active users towards the forty licensed.
Transcript
Marcus Bell NoneMorning, all. Can everyone hear me alright? I'll give it a minute for people to join.
Aoife Mulcahy NoneMorning, Marcus, grand, I can hear you. Conor's just coming in, he's wrestling with the headset.
Conor Daly NoneMorning. Sorry, yes. Can you hear me? Good.
Sophie Ling NoneMorning, everyone. Sophie here. Marcus is driving, I'm on the commercial side if anything needs a decision.
Declan Moran NoneMorning. Declan, finance. I'm really only here for the paperwork bit, so I'll mostly listen.- Conor Daly NoneBefore anything else, can I confirm the paperwork? Which version is the signed one? I've got a couple of documents in the folder and I'd like to be sure which we're working from.
- Sophie Ling NoneFair question. The executed order form is the one your contract runs from, so 15 Aug 2025 start, ending 14 Aug 2026. Anything in the folder from before that is a draft and was superseded the day it was signed. I'll send you the executed copy again straight after the call so there's no doubt.
- Conor Daly NoneFair enough. Let's check the order form against what's on the invoices as well, Declan.
- Declan Moran NoneYes, I've had a look already. The invoiced amount matches the order form, forty-one thousand eight hundred, £41,800 a year. Nothing overdue on our side.
- Marcus Bell NoneThat matches what I see too. Okay, so what I wanted to cover today is quite simple. I'll share my screen. Three things: how the brain's been used this year, what the renewal looks like, and who needs to do what before the middle of August. Can you see that alright?
- Aoife Mulcahy NoneI can see it. Go on, show me the usage.
- Marcus Bell NoneSo I've pulled the numbers. You've got forty licensed users on Growth. Over the last thirty days around twelve of them are active on average, which is basically where it was last quarter, a touch down, a couple of percent. So steady rather than growing.
- Aoife Mulcahy NoneMm. Yeah, that's about what I'd expect. It's mostly my team and a few of the account managers. The people who ask the questions are the ones watching renewals, which agencies are at the edge, that kind of thing.
- Marcus Bell NoneRight, and that's the use that tends to stick. One ticket in the last month, nothing high priority, so support-wise it's been quiet.
- Aoife Mulcahy NoneThat one was a how-to, I think. Somebody couldn't find where to filter by agency group. Sorted in a day.
- Marcus Bell NoneYeah, that's the one. Happy to jump on a call with the wider team if you want to get more people using that filter. That's probably the easiest way to move the active number.
- Aoife Mulcahy NoneI'd like that. Grand, let's do it. I'll talk to the two team leads and come back to you with a couple of dates.
- Conor Daly NoneCan I ask the obvious question. Forty seats, twelve using it. Are we paying for more than we need?
- Aoife Mulcahy NoneConor, it's a fair point, and I'd say the seats were sized for the plan to roll it out to the whole customer success and support group. We haven't fully got there.
- Sophie Ling NoneAnd I'd rather be straight with you on that, Conor. Marcus handles the usage side and I'll handle the commercial side. What I can do is look at what the renewal should contain and put it in writing, so you can see the options side by side rather than me trying to settle it on a call.
- Conor Daly NoneI'd prefer that. I don't agree terms on a call, as Aoife will tell you.
- Aoife Mulcahy NoneHe really doesn't.
- Sophie Ling NoneUnderstood, and that's no problem. So, for context, on our side the renewal is open in the system at £50,000. Now, that's the figure for the renewal deal as it stands, and I want to be careful, because what it covers and how it compares with the current £41,800 needs setting out properly. The price book moved since you signed, and any first-term discount doesn't automatically carry on. I'll put the breakdown in the written quote.
- Conor Daly NoneRight. So the current contract is £41,800 and you're showing me a renewal at £50,000 with no explanation yet.
- Sophie Ling NoneThat's fair, yes. The explanation is coming in the quote, and I'd rather you saw it written down than heard it from me half-explained.
- Declan Moran NoneWhen it comes, can it show the implementation fee separately, if there is one? I've got the first-year invoices open here and I'd like to line them up properly.
- Sophie Ling NoneThere's no implementation fee on a renewal. It'll just be the subscription, and I'll say so explicitly. Let me not guess at the rest until I've got it in front of me.
- Declan Moran NoneOkay, fine. That's what I need.
- Marcus Bell NoneCan I add something from the usage side, so it doesn't get lost? Whatever the quote says, I'd like to show the value for this year alongside it. A short summary of what the team has actually asked the brain, which agencies it helped with. Then Conor has something to weigh the figure against.
- Conor Daly NoneThat would help. I don't discuss the product, honestly, I just need to know what I'm paying for and why.
- Aoife Mulcahy NoneI'll give you the stories, Conor. Two of the agency groups we caught early were from the brain. I'll write them up so it's not just me saying it.
- Conor Daly NoneThanks, Aoife. Put the examples in an email and I'll read them with the quote.
- Marcus Bell NonePerfect. Timing, then. Your contract runs to 14 Aug 2026, with renewal on 15 Aug 2026. On our side we've got a target of Thursday 23 July 2026 to have it all agreed, which leaves some room if anything needs another round.
- Declan Moran NoneThat works for me. I'd want the signed copy in my hands before the August invoice run, not after.
- Conor Daly NoneAnd I don't pay against a draft. So the executed one only.
- Sophie Ling NoneUnderstood. Executed order form only. So let me read back what happens next, so we're all on the same page.
- Sophie Ling NoneOne, I send the executed order form again and the written renewal quote, with the breakdown, today or tomorrow. Two, Marcus sends the usage summary alongside it. Three, Aoife sends the examples and a couple of dates for the team session. Four, Conor and Declan review and come back in writing. Does that cover it?
- Conor Daly NoneThat covers it. Thanks, Sophie.
- Aoife Mulcahy NoneGrand. Thanks a million, all. Talk soon.
- Marcus Bell NoneThanks, everyone. Speak soon, cheers.
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