Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd: documents · 2024-09-09 11:15
Liam Doherty wants every depot account manager on the brain plus Xero and SharePoint connectors. Starter's connector limit is hard, so the ask points to Growth, to be folded into the 1 Dec 2024 renewal. Tom owns the pricing.
What was said
What this says
Current to 10 Oct 26Liam Doherty wants every depot account manager on the brain plus Xero and SharePoint connectors. Starter's connector limit is hard, so the ask points to Growth, to be folded into the 1 Dec 2024 renewal. Tom owns the pricing.
What happened: Marcus Bell showed Liam around four active users against fifteen licensed. Liam said the right people lack seats and asked for every depot account manager, plus Xero and SharePoint.
Customer view: Liam called the brain the best-value thing he has, but said not enough people are on it. He wants per-depot sessions on a real account, and he is the main asker, so a lot hangs on him.
Commercial: Starter's four connectors are a hard limit, and Marcus pointed to Growth for eight connectors, forty users, dashboards and quarterly reviews. Liam recommends and the finance director signs off, wanting proof it pays for itself.
Watch: no price was quoted and Tom, who owns the commercial side, had not yet been briefed. Depots go quiet at peak, so the proposal has to land before then.
Themes
Current to 9 Oct 26Theme
Depot rollout and Growth upgrade
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus sends Tom the usage summary and Liam's ask the same day.
- Liam supplies the depot account manager list and a written retailer example by the end of the week.
- Liam swaps dormant seats and books the first depot session, with a planning call booked for the following Thursday.
Risks
Current to 9 Oct 26- Usage leans heavily on Liam, so one person's absence would hurt.
- Depots go heads down for peak, which narrows the window to land a proposal and run sessions.
- More seats could go unused if the rollout is only extra logins.
Opportunities
Current to 9 Oct 26- Move from Starter to Growth for more users, eight connectors and the dashboards builder, folded into the 1 Dec 2024 renewal.
- Add Xero and SharePoint connectors with a live-within commitment in the order form.
- The finance director signs off, so a written value case from the retailer example can help close it.
Transcript
Marcus Bell NoneMorning, Liam. Can you hear me alright?
Liam Doherty NoneYeah, loud and clear. Sorry, I'm sat in the car park at Trafford Park, there's a lorry reversing about ten feet from me. Give me one second, I'll turn the phone round so you can see something other than the steering wheel.- Marcus Bell NoneNo rush at all. Good weekend?
- Liam Doherty NoneNot bad. Took the kids out towards the Peaks, got rained on the whole time, standard. You?
- Marcus Bell NoneSame, pretty much. Watched the rain from the kitchen and caught up on jobs. Right, I'll share my screen and say what I'd like to cover, then you can tell me what you want out of the half hour. I've pulled the numbers for the last few months, I want to show you how the depots are using it, and then I'm all yours.
- Liam Doherty NoneLove that. I've got a list, mind. One ask in particular. Go on, do yours first though.
- Marcus Bell NoneHa, now I'm curious. Okay, so this is the usage page for Brackwell. Can you see it?
- Liam Doherty NoneYep, I've got it. Bit small, but yep.
- Marcus Bell NoneI'll zoom in. So, headline first. You're on Starter, fifteen licensed users, and over the last month the average number of people actually active is around four. That's down a touch on the quarter before, not dramatically, a few percent. I'd rather tell you straight than dress it up.
- Liam Doherty NoneNo, fair. That's about what I'd have guessed, to be honest. It's me, it's a couple of the guys in my team, and one of the account managers who actually likes it. The rest have got logins and, hand on heart, haven't done much with them.
- Marcus Bell NoneRight. And that's what I wanted to ask, because fifteen seats and four people is a gap. Is that a training thing, a habit thing, or is it that the right people don't have seats?
- Liam Doherty NoneBit of all three, but mainly the last one, which is my ask. So. We've got six depots, Trafford Park and five others. Each one has a handful of account managers, and they're the ones who sit with the retailers every day. Those are the people who need to see the delivery-exception tickets next to the account and the calls. One view, that's the point. At the moment a good half of the fifteen seats are head office, and the depots are patchy.
- Marcus Bell NoneOkay. So what you're saying is, you want the depot account managers on, and that's more than fifteen.
- Liam Doherty NoneYeah. Can we get the depots on it? That's it. Every account manager at every depot. I'd want more users than we've got, quite a few more.
- Marcus Bell NoneMm. Right. So on the users, fifteen is what's in your order form for Starter, and it's what we call a soft limit, so the brain won't lock anybody out if you go a bit over. But I'd be wary of leaning on that for a proper rollout to six depots. That's a conversation about the tier, and I'll want Tom in on it.
- Liam Doherty NoneTom's the account guy, yeah. Fine. Hang on, there's a second bit. It's connectors.
- Marcus Bell NoneGo on.
- Liam Doherty NoneTwo more. Right now we've got the four going. What I'd like is the accounting system, Xero, so we can see who's late paying next to who's complaining about deliveries. And SharePoint, because the depots keep their retailer service agreements in there and nobody can ever find anything.
- Marcus Bell NoneThat's a really sensible pair, actually. Finance next to the delivery issues is exactly the early-warning thing you bought it for. The catch is Starter has four connectors and that's a hard limit, so I can't just switch two more on for you.
- Liam Doherty NoneRight. Hard as in, can't.
- Marcus Bell NoneHard as in can't. What it'd take is moving up to Growth. That's several teams rather than one, eight connectors, forty users rather than fifteen, and it brings in the dashboards builder and quarterly reviews. Which, thinking about it, might suit a rollout to the depots a lot better than where you are now.
- Liam Doherty NoneOkay, that sounds like what we're after, to be fair. What's that do to the price?
- Marcus Bell NoneI'm not the right person for that one, honestly, and I don't want to quote you something off the top of my head. Tom owns the commercial side. What I can do is give him the usage picture and what you've asked for, so he comes to you with something proper rather than a cold call.
- Liam Doherty NoneFine by me. Timing's the thing though. We're up for renewal soon, aren't we?
- Marcus Bell NoneYou are. The contract runs to the end of November and renews on 1 Dec 2024. So it makes sense to fold any change into the renewal rather than doing it twice.
- Liam Doherty NoneYeah, that's what I'd prefer. One conversation, not two. Love that.
- Marcus Bell NoneI'll flag it to Tom today, so he's got it before he picks up the phone. Can I push on one thing though? It's not me being awkward.
- Liam Doherty NonePush away.
- Marcus Bell NoneIf we put the depot account managers on and they log in once and never again, you've got a bigger bill and the same four people. So what's going to be different this time? Because I'd like Tom to be able to say it's a rollout, not just more logins.
- Liam Doherty NoneNo, good question. Honestly, last time I sent an email round and hoped. Not doing that again. What I want is a proper session per depot, short, on a real account they actually care about. Take a retailer where we've had a run of exceptions and show them the whole thing on one page: the tickets, the last calls, the contract. Once they've seen their own account, they get it.
- Marcus Bell NoneThat's exactly what works. People care once it's their account on the screen. I'm happy to run those with you, or sit in and let you lead since they know you.
- Liam Doherty NoneBoth. Me leading, you filling in the gaps. They'll trust me more than a stranger on a screen, no offence.
- Marcus Bell NoneNone taken, I'd say the same.
- Liam Doherty NoneAnd I'll get you a list of the account managers by depot, names and who's who. Give me till the end of the week.
- Marcus Bell NonePerfect. Let me show you a couple more things so we've got a baseline. This is questions asked, month by month. Fairly flat, a small dip over the summer which is what I'd expect with holidays. And you can see who's asking.
- Liam Doherty NoneLet me guess. Me.
- Marcus Bell NoneYou, mostly. I'm not saying that's bad, you're clearly getting value from it. But it does mean a lot hangs on you. If you were off for a fortnight you'd notice.
- Liam Doherty NoneHa. Yeah. Fair. All the more reason to get the depots in, then. I don't want to be the single point of failure, it's a bit embarrassing.
- Marcus Bell NoneIt's not, it's normal. Smaller teams tend to have one person who's the brain's biggest fan. Anyway, tickets. You've not raised anything this month, nothing open, nothing urgent. And on the finance side there's nothing overdue, so that's all clean.
- Liam Doherty NoneGood. I'd have been chasing it if there was.
- Marcus Bell NoneI know you would. That's why I like having you as the contact.
- Liam Doherty NoneCan I ask about the dashboards thing? You said Growth has a dashboards builder.
- Marcus Bell NoneIt does. It's a way for your own people to build views on top of the data, rather than asking the brain a question each time. A standing view of, say, accounts with open exceptions and what's been said on the last calls.
- Liam Doherty NoneThat's the dream, honestly. A page for each depot manager with their at-risk retail contracts on it, and they just open it first thing Monday. I've been trying to do that with spreadsheets for about a year and a half.
- Marcus Bell NoneThat's a good use. I'd want to check how much you'd get from the two new connectors feeding it, but conceptually yes. And it's the kind of thing where, once somebody builds one, everyone else wants one.
- Liam Doherty NoneHow long would it take? The connectors, I mean. If we said yes in the autumn.
- Marcus Bell NoneI don't want to give you a date I can't hold. Those two are standard connectors, they're not exotic, but timing depends on the work queue and what's in your accounts, and I'm not the one who can commit engineering time. Tom can put it in the paperwork properly, and it'd come with a live-within commitment, which is the proper way to do it rather than me saying a couple of weeks, probably.
- Liam Doherty NoneFair enough. Better in writing than a promise on a call. I've been burnt by that before, not with you lot.
- Marcus Bell NoneAppreciated. Who else needs to be happy with this on your side? Just so Tom knows who he's talking to.
- Liam Doherty NoneMe recommending, then our finance director signing it off. He's fine as long as I can show it's paying for itself. Which, you know, one retail contract kept and it's done that.
- Marcus Bell NoneThen it'd help if we had a couple of examples, real ones from the brain, where it flagged something early. Have you got any that stick out?
- Liam Doherty NoneYeah, a couple. There was a retailer where the delivery exceptions were piling up and the last calls had a tone, you know? Before the brain I'd have found that out when their procurement person rang our MD. This time I got in first. I'll write it up for you, names removed.
- Marcus Bell NoneThat's perfect, that's the sort of thing Tom can use and your finance director will actually read. If you can send it with the depot list, I'll put it with the usage summary.
- Liam Doherty NoneDone. Anything else? I feel like I've been a bit demanding.
- Marcus Bell NoneNot at all. It's the better kind of ask, you're wanting more because it's useful, not because something's broken.
- Liam Doherty NoneActually, while you've got the screen, one how-to. When the depot guys search for a retailer, they get everything, tickets, calls, old emails, all mixed together. Can they narrow it to just the exception tickets from the last couple of months?
- Marcus Bell NoneYes. Watch. If I search the retailer's name, then over here on the left there's a filter by source. Untick everything but the helpdesk, and there's a date range at the top. See that?
- Liam Doherty NoneOh. That's been there the whole time?
- Marcus Bell NoneIt has. That's on me, I should have shown you in the first month. It's the sort of thing the sessions are for.
- Liam Doherty NoneNo, no, my fault, I never asked. Right, that's going in the session. Filter, date range, done.
- Marcus Bell NoneI'll put a one-pager together for the depot managers as well. Nothing fancy.
- Liam Doherty NoneLove that.
- Marcus Bell NoneOne practical thing in the meantime. Of the fifteen seats, some belong to people who haven't logged in for a good while. Rather than wait for any change, we could swap those over to depot account managers now, and you can start the sessions while Tom's pulling a proposal together.
- Liam Doherty NoneOh, I like that. Can I do that myself or does it go through you?
- Marcus Bell NoneYou can do it yourself as an admin, it's just users in settings. If it gets fiddly, shout and I'll do it with you. Start with the depots where you've got the most pain.
- Liam Doherty NoneThat'd be Trafford Park and one of the others, I'll not say which on a recording, ha. Right, so, September we do a couple of sessions, then I'd say October's the time to get everyone else on, because from November the depots are heads down for peak. Nobody's got a spare hour then.
- Marcus Bell NoneThat's useful, that does shape when Tom needs to land the proposal, so it's sorted before peak starts. I'll tell him it's weeks, not months.
- Liam Doherty NoneWeeks, yeah.
- Marcus Bell NoneOkay. Last bit on my list, which is records. This is how much the brain's pulled in from each source, and what I look for is whether the line's still moving. Yours is climbing steadily on all four, nothing flat, so nothing's gone quiet or broken at the source.
- Liam Doherty NoneGood. I'd hate for something to go flat and nobody tell me. Is it still done overnight? The managers tend to look first thing.
- Marcus Bell NoneNightly refresh, done by 07:00 on business days, same on every tier. And if you ever change something in the CRM or the helpdesk, give me a heads-up and I'll watch that connector. That's usually where it breaks.
- Liam Doherty NoneWill do. Is this call the check-in, by the way? The proper one?
- Marcus Bell NoneIt is, it's the six-monthly one on Starter. If you moved up to Growth you'd get quarterly reviews, so we'd be on the phone more often.
- Liam Doherty NoneMore calls. Love that. Sorry, you're probably thinking of your diary.
- Marcus Bell NoneHa, I'll survive. Right, let me recap so we both know who's got what. From me: a usage summary to Tom today, with your ask on users and the two connectors, and the note that you'd like it folded into the renewal at the start of December. I'll also do the one-pager on filtering and the depot sessions. From you: the list of account managers by depot and the write-up of the retailer example, by the end of the week. And you'll swap the dormant seats yourself and book the first depot session.
- Liam Doherty NoneYep, all of that. And I'll warn our finance director that Tom's going to be in touch, so he doesn't think it's a sales call out of nowhere.
- Marcus Bell NoneThat'd help. Shall we book half an hour next week to plan the first session? Just so we've got the retailer account picked and I know what I'm demoing.
- Liam Doherty NoneYeah, go for it. Thursday's better for me than Tuesday, Tuesday's a mess.
- Marcus Bell NoneThursday it is, I'll send the invite after this. Anything else you're sitting on? Anything that's been bugging you with the brain, even something small?
- Liam Doherty NoneNot really. It's the best-value thing I've got, to be honest, it's just that not enough people are on it. Which is my problem, not yours.
- Marcus Bell NoneIt's a bit of both, and I'd rather we fixed it together. If it does turn out the depots want something we can't do, tell me early. I'd rather hear it in September than at the renewal.
- Liam Doherty NoneWill do. Always do, don't I?
- Marcus Bell NoneYou do. Honestly, you're the easiest contact I've got. Don't tell the others.
- Liam Doherty NoneHa, your secret's safe. Right, I've got a driver waving at me through the windscreen, which is never good. I'd better go and find out what I've done.
- Marcus Bell NoneGo, go. I'll get that summary over to Tom in the next hour and copy you in so you can see what I've said.
- Liam Doherty NoneBrilliant. Appreciate it, Marcus. I'll get you that list by Friday, promise.
- Marcus Bell NoneNo stress. Speak Thursday next week. Thanks, Liam.
- Liam Doherty NoneCheers, Marcus. Bye.
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