Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd: documents · 2024-05-29 09:30
Marcus Bell's check-in with Liam Doherty found usage rising from a small group, one how-to ticket and no broken connectors. Liam is happy and the renewal on 1 Dec 2024 was flagged. A large share of questions come from Liam himself.
What was said
What this says
Current to 11 Oct 26Marcus Bell's check-in with Liam Doherty found usage rising from a small group, one how-to ticket and no broken connectors. Liam is happy and the renewal on 1 Dec 2024 was flagged. A large share of questions come from Liam himself.
What happened: Marcus walked Liam through usage, one closed how-to ticket and connector health. Daily logins are up by about a quarter, from a group of three or four people.
Customer view: Liam says they have been happy and that the first few months went well. His stated aim is to get the depots using the brain instead of stitching systems together by hand.
Commercial: Fifteen licensed users on Starter leave plenty of room, so this is adoption, not licence headroom. Liam is wondering about a finance source later, which would be an add-on, but not until the depots use what is there.
Watch: Marcus said a big share of questions come from Liam, which is a key-person risk. Tom, who owns price and paperwork, is expected to call about the renewal on 1 Dec 2024.
Themes
Current to 9 Oct 26Theme
Adoption and renewal heads-up
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends Liam a one-page usage summary the same afternoon.
- Marcus Bell arranges a short admin walk-through with Aisha.
- Tom contacts Liam about the renewal due on 1 Dec 2024, briefed by Marcus first.
Risks
Current to 9 Oct 26- A big share of questions come from Liam, so usage depends on one champion.
- The depot managers are not yet in the habit of using the brain and some are set in their ways.
Opportunities
Current to 9 Oct 26- A finance connector add-on could follow once the depots are using the existing sources.
- Making Aisha an admin and running a Monday session could widen use across the depots.
Transcript
Marcus Bell NoneMorning, Liam. Can you hear me alright?
Liam Doherty NoneMorning, Marcus. Yeah, loud and clear. Sorry, give me one second, there's a driver at reception wanting a signature. Right, sorted. Back.- Marcus Bell NoneNo worries at all. How's your week been?
- Liam Doherty NoneBusy, honestly. It's only Wednesday and it feels like Friday already. One of our big retail customers has moved their delivery windows, so the depots are all over it. Good busy though, nothing's on fire.
- Marcus Bell NoneLove that, good busy is the best sort. So I'll share my screen in a second and say what I want to cover. It's only about twenty-five minutes. Usage, the one ticket we had, connectors, and then anything you want to throw at me.
- Liam Doherty NoneGo for it. I've got a short list too, but you first.
- Marcus Bell NoneRight, can you see that? It's the usage page for Brackwell.
- Liam Doherty NoneYep, I can see it. Bit small.
- Marcus Bell NoneI'll make it bigger. There. So, I've pulled the numbers. The headline is that the number of people logging in on a typical day is up by about a quarter on the previous quarter. It's still a small group, three or four people, but it's going the right way, and that's the thing I care about.
- Liam Doherty NoneThree or four, yeah, that's about right. It's me, a couple of the depot account managers, and Aisha in operations when she's chasing the exception reports. Can we get the depots on it? That's what I keep saying to myself.
- Marcus Bell NoneThat's where I wanted to go next, actually. You've got fifteen licensed users on Starter, so there's plenty of room. You're nowhere near the limit. It's more about who's been invited than whether there's space.
- Liam Doherty NoneRight. So it's not a licence thing, it's a getting-people-to-open-it thing.
- Marcus Bell NoneExactly. Honestly it's a habit thing. The people who do use it are asking the brain things like which retail accounts have had a run of delivery exceptions, and the answers come back quickly. The ones who don't are still going into the ticketing system and the CRM separately and stitching it together by hand.
- Liam Doherty NoneWhich is precisely what we bought it to stop. One view, that's the point.
- Marcus Bell NoneYeah. And the number I look at most is questions asked. That's up on the previous month, which is lovely, but I'll be straight with you, a big share of them are coming from you. Which is fine, you're the champion, but it's worth knowing.
- Liam Doherty NoneHa, yeah, I'm the nerd. I asked it last week which retail accounts had repeat exceptions across the tickets and the calls, and it pulled together something I'd normally spend a good chunk of the morning on. That's why I keep going back.
- Marcus Bell NoneNot a bad thing at all. I'd just like the questions spread out a bit, so if you're on leave or buried it doesn't go quiet. So what would make it stick for the depot managers, do you think? Is it training, a nudge from you, something in their weekly meeting?
- Liam Doherty NoneMm. Probably the weekly meeting. They all have the Monday call with their account managers, and if the first few minutes were 'what does the brain say about our at-risk retail contracts' then it'd just become the way we start. I'd have to ask the others how they'd feel, though. Some of them are a bit set in their ways.
- Marcus Bell NoneThat sounds sensible. I'm happy to jump on one of those Mondays, just show them two or three questions that are relevant to their own accounts. Not a lecture, five minutes.
- Liam Doherty NoneLove that. Yeah, do that. Let me sort a date with the team and I'll send it over.
- Marcus Bell NoneLovely. Okay, tickets. We had one in the last month, and it was a how-to, not a fault. Somebody wanted to know how to filter a page by depot. It was answered inside the response time and closed. Nothing high priority, nothing outstanding.
- Liam Doherty NoneYeah, that was one of the newer account managers. I told her to raise it rather than ask me. I'd rather it was in the system so you can see what people trip over.
- Marcus Bell NoneThat's the right instinct, actually. It helps me see where the gaps are. And on freshness, the records indexed number has been climbing steadily, and the nightly refresh has been landing before seven each morning, which I know matters for your operations review.
- Liam Doherty NoneIt does. Tuesday morning is the review, and if the numbers are old then I look daft. It's been fine though. I haven't noticed anything.
- Marcus Bell NoneGood. Connectors next. You're on Starter, so four connectors is the hard ceiling. I don't see any that have gone quiet, they're all loading as they should. If you ever wanted another source, say finance, we'd be talking about an add-on.
- Liam Doherty NoneYeah, I'd been wondering about finance, actually. Not now, but down the line, once the depots are using it. I don't want to bolt on more before people are using what's there.
- Marcus Bell NoneFair. No pressure, I'm not here to sell you something. If it makes sense later, Tom's the person for that, and he'll talk you through the options.
- Liam Doherty NoneTom's good. Is he going to ring me about the renewal at some point?
- Marcus Bell NoneHe will. The term runs to the end of November and it renews on 1 Dec 2024. Tom normally gets in touch a few months before, and I'll tell him I've had this conversation with you, so nothing's a surprise. Price and paperwork are his side, I keep out of that.
- Liam Doherty NoneFine by me. We've been happy. It's been a good first few months, really. I'll be honest, I was sceptical at the start about whether the depot lot would touch it.
- Marcus Bell NoneThat's good to hear. Is there anything that's annoyed you? Even small things.
- Liam Doherty NoneHonestly, not really. One thing, the search sometimes gives me the call summaries before the tickets and I'd prefer the tickets first. But it's a preference, might just be me being picky.
- Marcus Bell NoneIt's a fair one. I'll note it down and pass it to the product team, though I can't promise anything on when or whether. I don't want to say something I can't back up.
- Liam Doherty NoneNo, no, that's fine. Just so it's logged.
- Marcus Bell NoneLogged. Anything else on your list?
- Liam Doherty NoneTwo things. One, can you send me a quick usage summary I can show my boss? Just a page, nothing fancy. And two, I'm going to want to give Aisha admin rights so she can look after the depot invites. Can she do that herself or do you need to do it?
- Marcus Bell NoneYes to the summary, I'll send it this afternoon. For the admin bit, if you're an admin you can add her from the settings page under people. If you get stuck, just raise a ticket and we'll sort it quickly.
- Liam Doherty NonePerfect. And she'll be good at it. She knows the data better than me, to be honest.
- Marcus Bell NoneThen that's a good fit. I can do a short walk-through with her on the admin side if that'd help.
- Liam Doherty NoneYes please, she'd appreciate that. She's a bit nervous about breaking things.
- Marcus Bell NoneNothing she can't undo, I'll tell her that. Right, so let me recap. I'll send the usage summary this afternoon. I'll sort a short admin walk-through with Aisha. You'll pick a Monday for me to drop in on the depot managers. And Tom will be in touch about the renewal in the autumn.
- Liam Doherty NoneThat's it. When's the next one of these, do you know?
- Marcus Bell NoneOn Starter it's a six-monthly check-in, so later in the year, but I'll be in touch before then with the summary and the Monday session, so you'll hear from me.
- Liam Doherty NoneBrilliant. Thanks, Marcus, this was useful.
- Marcus Bell NoneCheers, Liam. Thanks for your time, and good luck with the delivery windows.
- Liam Doherty NoneHa, thanks, I'll need it. Speak soon.
- Marcus Bell NoneSpeak soon. Bye.
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