Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd: documents · 2024-11-22 12:15
Liam Doherty reports the depot rollout is working, usage is up and data is refreshing. He sees no problem with the renewal but wants a short summary to take to his boss, and he does not need it before the end of the month.
What was said
What this says
Current to 11 Oct 26Liam Doherty reports the depot rollout is working, usage is up and data is refreshing. He sees no problem with the renewal but wants a short summary to take to his boss, and he does not need it before the end of the month.
What happened: Marcus Bell reviewed usage, one how-to ticket and the renewal ahead of the 1 Dec 2024 renewal date. Active users are well up and questions now come from many people, not just Liam and Aisha.
Customer view: Liam credits a go-to person per depot and describes a depot manager catching a retail contract problem early. He will run the renewal past his boss and wants a summary he can attach.
Commercial: Marcus said the order form shows £19,500 a year for Starter and the invoices match, all paid. The call does not mention the Growth move, and the evidence does not show how the renewal terms were settled.
Watch: Liam is under the fifteen-user licence now and says an upgrade conversation may come after peak, if the depots stick with it.
Themes
Current to 9 Oct 26Theme
Renewal check-in, depot adoption
Importance
renewal
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 Liam a short summary of usage, tickets, the early catch and invoices matching the order form.
- Marcus tells Tom that Liam is happy and will take the renewal past his manager, so Tom does not come in cold.
- Tom follows up on the renewal paperwork so Liam can get it through before the end of the month.
Risks
Current to 9 Oct 26- Liam must take the renewal past his boss, who was not on the call and whose view the evidence does not show.
- The call covered the Starter order form price and did not cover the Growth move, so the contract basis for 1 Dec 2024 is not clear from this call.
Opportunities
Current to 9 Oct 26- Usage is rising inside the fifteen-user Starter licence, so users or connectors may need to grow if the depots stick with it.
- A written early-catch example and usage summary gives Liam a value case to attach for his boss.
Transcript
Marcus Bell NoneHi Liam, afternoon. Can you hear me okay? I'm just sharing my screen.
Liam Doherty NoneAfternoon Marcus. Yep, all fine. Sorry, I'm eating a sandwich at my desk, so if I go quiet it's not the line.- Marcus Bell NoneNo worries at all, I've got a coffee. How's the week been? Nearly Friday, well, it is Friday, isn't it.
- Liam Doherty NoneIt is, thank goodness. Busy. Peak season's started to creep in, so the depots are heaving, and everyone wants a review of every retail account before the run-up. Which is a good time to be talking to you, actually.
- Marcus Bell NoneGood. So I'll keep this short, it's only a check-in. What I want to cover is how usage looks, the one ticket we had, and then the renewal, because it's getting close. Is that alright?
- Liam Doherty NoneYeah, go on. Love a short one.
- Marcus Bell NoneRight, so I've pulled the numbers. Active users are up again on last quarter, quite a lot. Properly up, not a blip. You're well past where you were this time last quarter, and I'd say the average is nearly double what it was. Still comfortably inside the fifteen licensed users, though.
- Liam Doherty NoneThat's the depot rollout. We got the go-to person per depot like you suggested and it's made a huge difference. Before it was me being the answer to everything. Now there's someone at each site who knows how to ask it things. Can we get the depots on it, I kept saying, and actually now we have.
- Marcus Bell NoneThat's really good to hear. And it's in the data. The questions are coming from a lot of different people now, which was what I was hoping for. It's not just you and Aisha any more.
- Liam Doherty NoneAisha's been brilliant, by the way. She's done the admin walkthrough you did with her and she's more confident with it. She added a couple of users herself without asking me, which I loved.
- Marcus Bell NoneGreat, I'll pass that on next time we speak. She was a bit nervous about breaking something, so it's good she's got stuck in.
- Liam Doherty NoneShe's fine. She'll be running the place before long.
- Marcus Bell NoneHa. Right. On the data side, everything's refreshing as it should be. Records are still coming in every night, nothing stuck, and the sources you connected are all loading. I looked specifically because of the busier period, and it's all healthy.
- Liam Doherty NoneGood. That's what I'd hoped. The Tuesday review is the one that matters, and it's been right for ages.
- Marcus Bell NoneOn tickets, you've only had one in the last month, and it was a how-to, not a fault. It was picked up and closed, and nobody's come back on it. I just wanted to check you were happy with how that went, because sometimes people don't say.
- Liam Doherty NoneYeah, no, that was fine. Quick answer, did what it said. I'd say if it hadn't been.
- Marcus Bell NoneGood, thanks. That's useful. Okay, let me just show you the questions people are asking, because there's a shift I wanted to point at. Give me a second to scroll.
- Marcus Bell NoneSo, if you look here, most of the questions now are about specific retailers. Which ones have exceptions open, which ones have gone quiet on calls, who last spoke to them. Before it was more general, like what's our overall picture. So people have moved from looking around to looking for something, which is the habit you want.
- Liam Doherty NoneThat's it exactly. One view, that's the point. The account managers used to open four different things before a customer call. Now they open one.
- Marcus Bell NoneAnd you said earlier about the busy period. Have you had any cases where it's flagged something early this month? I'd love to put a real example in the summary, if you're happy for me to.
- Liam Doherty NoneYeah. There was one, a retail contract where the calls had gone quiet and the delivery exceptions were stacking up. One of the depot managers saw it and picked up the phone before the customer did. Nothing blew up. I won't name them, but you can say a depot manager caught it early.
- Marcus Bell NoneThat's perfect, thanks. I'll write it up without the name. That's exactly the sort of line that shows the value, and it's the sort of thing that helps if anyone further up asks.
- Liam Doherty NonePlease do. I'll forward it on.
- Marcus Bell NoneRight, so, the renewal. The contract runs to 30 Nov 2024 and renews on 1 Dec 2024. So it's about a week and a bit away now. Tom owns the paperwork on that side, and I just want to make sure nothing's a surprise for you.
- Liam Doherty NoneGo on.
- Marcus Bell NoneSo I've had a look at the order form and at what's been invoiced. The order form says nineteen and a half thousand a year for Starter, and the invoices match it exactly. All paid, nothing overdue. So there's no discrepancy on our side. I'm not going to talk price, that's Tom's, but I wanted you to know the numbers line up.
- Liam Doherty NoneGood. Finance would have told me if there were any issues. They've never had a problem with you lot, which is rare, to be honest.
- Marcus Bell NoneHa, I'll take that. So is there anything about the renewal on your side that I should know? Anyone who needs to sign it off, anyone asking questions about what it's worth?
- Liam Doherty NoneI'll need to run it past my boss, as I would with anything, but honestly I don't see a problem. I can show him the numbers. The depots are using it, we've caught things early, and the Tuesday review's right. That's the case. I just want a proper summary I can attach so I'm not explaining it from memory.
- Marcus Bell NoneYes, I'll put that together this afternoon. Usage, tickets, the early catch, and the invoices matching the order form. Bullets, short, so you can forward it.
- Liam Doherty NoneBrilliant. Love that.
- Marcus Bell NoneAnd Tom will be in touch about the renewal paperwork. I'll tell him today that you're happy with how things are going and that you'll want to take it past your manager, so he doesn't come in cold.
- Liam Doherty NoneThat's good. Tell him no rush, as long as it's before the end of the month I can get it through.
- Marcus Bell NoneWill do. One more thing before we finish, and it's a bit of a longer view. You've got headroom on users, you're comfortably under the licence. If the depots keep growing and you start to hit the limit, or you want to connect more sources, that's something to raise with Tom rather than me. I'm not pushing anything. I just don't want you to bump into a limit without knowing it's coming.
- Liam Doherty NoneFair. We're not there yet. Maybe after peak, once we've seen whether the depots stick with it. If they do, we'll want a proper chat.
- Marcus Bell NoneThat sounds right. And it's the right order. Use it, show it works, then ask for more.
- Liam Doherty NoneExactly. Doing things properly, that's all I want. Can I ask a quick how-to while I've got you? If I wanted to see all the exceptions for one retailer across all the depots in a single answer, is there a better way to phrase it?
- Marcus Bell NoneYes. Name the retailer and say you want it across every depot, and ask for the open ones first. If it comes back too broad, add the time period. Let me show you, I'll type one now. See, that gives you the lot, grouped by depot. Try it yourself in a second.
- Liam Doherty NoneOh, that's neat. Right, I'll do that before the next review. Thanks.
- Marcus Bell NoneAnytime. And if anything looks off before the renewal, a connector not loading or the numbers feeling stale, raise it straight away, even if you're not sure. Happy to jump on a call.
- Liam Doherty NoneWill do. I always chase these things, I don't let them sit.
- Marcus Bell NoneI know you don't, that's why it's been so quiet. Right, I'll send the summary today, with the early-catch example, and let Tom know. Anything else from you?
- Liam Doherty NoneNo, that's everything. Thanks, Marcus. Good call.
- Marcus Bell NoneThanks, Liam. Have a good weekend, and enjoy the rest of that sandwich.
- Liam Doherty NoneHa, cheers. Speak soon.
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