Brackwell Freight Ltd / BB-Demo – Qbr
Callcompleted
Brackwell Freight Ltd: documents · 2025-01-02 12:45
Quarterly review with Brackwell Freight. About half a dozen of forty Growth users are active and questions come from a few people. Liam Doherty wants a value case for leadership before the December renewal.
What was said
What this says
Current to 10 Oct 26Quarterly review with Brackwell Freight. About half a dozen of forty Growth users are active and questions come from a few people. Liam Doherty wants a value case for leadership before the December renewal.
What happened: Marcus Bell ran the quarterly review with Liam Doherty and Aisha Rahman. Usage was about half a dozen active users against forty licensed on Growth, with questions concentrated in a few people.
Customer view: Liam puts low use down to the pre-Christmas peak and his own staggered rollout. Aisha says depot teams think the brain is a reporting tool and wait for the Tuesday pack.
Commercial: Liam wants a value case for the leadership team before the renewal at the start of December. Pricing was deferred to Tom Ashdown, who was not on the call.
Watch: Aisha looks after the brain day to day and says she is learning as she goes, which is a key-person risk.
Themes
Current to 9 Oct 26Theme
Adoption gap and value case
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to set up short depot sessions and record them.
- Marcus Bell to book the value-case slot and invite Tom Ashdown to the next review.
- Liam Doherty to send the list of lead account managers at each depot this week.
Risks
Current to 9 Oct 26- Only about half a dozen of forty licensed Growth users are active on an average day.
- A handful of people ask most of the questions, a key-person risk.
- Aisha Rahman carries day-to-day admin alone and the leadership team will ask what the brain is worth at renewal.
Opportunities
Current to 9 Oct 26- Half-hour depot training sessions could widen use across the account managers.
- A value case built with Liam would support the renewal conversation on Growth.
Transcript
Marcus Bell NoneHello? Can you hear me alright? I'll give it a minute for the others to drop in.
Liam Doherty NoneMarcus! Yeah, loud and clear. Happy new year.- Marcus Bell NoneHappy new year, Liam. Did you get any time off, or was it straight back in?
- Liam Doherty NoneA few days. The depots never really stop though. Trafford Park ran right through the bank holiday so I was on my phone more than I'd have liked. Anyway, I'm back at a proper desk now, so that's something.
Aisha Rahman NoneHello, sorry, am I late? I was stuck at the end of another call.- Marcus Bell NoneNo, not at all, Aisha, we've literally just started. Good afternoon.
- Aisha Rahman NoneAfternoon, thanks. Just flagging, I've already got the brain open in the other window. I had a look at the usage page before the call, so I think I know roughly what's coming.
- Marcus Bell NoneHa, good, that makes my life easier. Right, I'll share my screen. So what I wanted to cover today is four things. First, how the last quarter went in terms of usage. Second, the tickets you've raised. Third, what the depot teams are actually asking the brain. And fourth, a quick look ahead at the renewal at the start of December. Nothing urgent on that one, I just don't want it to be a surprise to anyone.
- Liam Doherty NoneSounds good. Shall I keep quiet till you've done the numbers, or jump in?
- Marcus Bell NoneJump in, please, it's far better as a conversation. Okay, can you see the usage page?
- Aisha Rahman NoneYes, I can see it.
- Liam Doherty NoneYep, got it.
- Marcus Bell NoneSo, headline first. You've got forty licensed users on Growth. On an average day over the last month you've had something like half a dozen of them active, and that's down a bit on the previous quarter. That's the bit I wanted to talk through, because I'd rather ask you what's behind it than guess. I've pulled the numbers, but numbers don't tell me why.
- Liam Doherty NoneYeah, I'm not surprised, to be honest. It's the run-up to Christmas, isn't it? The retail customers are all flat out, the account managers are out in the depots or on the phone, not sat at laptops. They log in when they need something and otherwise they don't.
- Marcus Bell NoneThat makes sense, and it's a common pattern with logistics, the peak does squash the numbers. I'm not going to say it's all seasonal though, because I'd be fibbing. Some of those forty seats have never really been used.
- Liam Doherty NoneNo, that's fair. That's my fault more than anyone's. I rolled it out to the depot account managers in waves and some of them just never picked it up. Can we get the depots on it properly? That's the whole point, one view, not six depots with six spreadsheets.
- Aisha Rahman NoneCan I add something? When I talk to the depot teams, a few of them say they didn't realise they could just ask it a question. They think it's a reporting tool, so they wait for me to send round the Tuesday pack.
- Marcus Bell NoneRight, so that's awareness rather than a product problem. Which is good news in a way, because it's fixable. Let me show you what I mean. Give me a second, I'll switch to the questions view.
- Liam Doherty NoneTake your time.
- Marcus Bell NoneOkay. So this is questions asked, by person. Questions are the best measure of whether the brain's earning its keep, more than logins or page views. And what you can see is it's very uneven. A handful of names doing most of the asking, you two among them, and then a long tail of people who've asked it almost nothing.
- Liam Doherty NoneUneven's a polite word for it.
- Marcus Bell NoneHa. It's a bit of a key-person thing, if I'm honest. If a couple of people stopped asking tomorrow, the picture would look very different. Not a worry today, but it's why I'd like to widen it.
- Aisha Rahman NoneIs it me or is the Tuesday review the main thing people use it for? I've noticed most of my own questions are the night before, getting the numbers ready for the review.
- Marcus Bell NoneThat's what I'd expect. And it's not a bad anchor use, it's a regular rhythm. The question is how we get the depot managers asking midweek, when they've got a delivery exception on their hands or a retailer chasing them.
- Liam Doherty NoneYes, that's what I bought it for. Spotting an at-risk retail contract before the customer rings me. If the account manager can see the exception tickets and the last call and the account in one place, they can get ahead of it. They just need to know it's there.
- Marcus Bell NoneExactly. So here's what I'd suggest, and tell me if it's daft. A short training session for the depot account managers, half an hour, where we only do three things. Ask a question about your own accounts, find the last call, find the open exception tickets. No admin, no dashboards, none of the clever stuff.
- Liam Doherty NoneLove that. Half an hour I can sell. An hour and they won't come.
- Aisha Rahman NoneCould we do it by depot? I think they'd ask more if it was just their own team in the room. Some of them won't say much in front of the others.
- Marcus Bell NoneYes, good idea, smaller groups. I'm happy to run it a few times. Liam, who'd be the person at each depot who'd actually make sure people turn up?
- Liam Doherty NoneLet me think. Each depot has a lead account manager, so I'd start with them. I'll send you the list this week. There might be a couple of gaps, one of the sites has had a change of manager.
- Marcus Bell NonePerfect, no rush on the gaps. Okay, tickets. Can you see the list?
- Aisha Rahman NoneYes.
- Marcus Bell NoneSo three in the last month, one of them high priority. Aisha, I think that one was yours.
- Aisha Rahman NoneIt was. I've attached a screenshot to the ticket but I'll say it again here. The figures in one of the views didn't match what I was seeing in the source system, and I needed them for the review. I didn't want to guess at the reason so I just raised it.
- Marcus Bell NoneWhich was the right thing to do. I've looked at the timestamps and that one was picked up well inside the response window on Growth, which is one business hour for a priority one. And it's closed. How did it feel from your side?
- Aisha Rahman NoneFine, actually. The reply was quick. I think my worry was more that I wasn't sure who else should be looking at it, since I'm the one who ends up looking after the brain day to day. Is that okay to say?
- Marcus Bell NoneOf course it is, that's exactly why I like asking. And on that, I want to go through the admin side with you, so you're not carrying it alone. Liam's got the broader view, you've got the day-to-day. I'd like both of you to be comfortable.
- Liam Doherty NoneShe's quietly keeping it going, honestly. Cheers, Aisha.
- Aisha Rahman NoneOh, thanks. Well, I'm learning it as I go.
- Marcus Bell NoneThe other two tickets were minor and they're closed too. So overall I'd say support's in a healthy place. Few tickets, quick responses, and the invoices are all paid, nothing overdue, which I'll mention since finance sometimes asks me.
- Liam Doherty NoneGood. Finance'll be pleased to hear it, they like a clean slate.
- Marcus Bell NoneRight, last thing, the renewal. I'll keep this light. Your contract runs to the end of November and renews at the start of December. You're on Growth at forty-four thousand a year, and that matches the order form and what's been invoiced, so there's no gap anywhere in the paperwork. Forty users included.
- Liam Doherty NoneOkay. And is that number going to move?
- Marcus Bell NoneI'm not the right person for pricing, that's Tom Ashdown, your account owner, so I don't want to speak for him. There's nothing in front of me that says it changes. What I'll do is make sure Tom's on the next review so you can ask him straight.
- Liam Doherty NoneFair enough. What I really want is something I can put in front of the leadership team that says what this thing's worth. They'll ask at renewal, they always do.
- Marcus Bell NoneYes, that's the right instinct, and I'd rather build that case with you now than in November. What would they care about? Not logins, I'd guess.
- Liam Doherty NoneNo. Contracts spotted early, tickets that didn't turn into escalations, hours the account managers didn't spend chasing data. That sort of thing.
- Marcus Bell NoneOkay. Some of that I can pull straight from the brain, some of it I'll need your help with, because only you know which retail contracts were close to the edge. Shall we book half an hour in a few weeks to sketch it out?
- Liam Doherty NoneYes, do that. I'll bring a couple of examples.
- Aisha Rahman NoneI can pull the Tuesday review figures for the same period if that helps. I'll just flag it if they don't line up.
- Marcus Bell NoneThat'd be brilliant, thanks Aisha. Right, let me recap so we're all clear. I'll send a written summary of today with the usage numbers. Liam, you'll send the list of lead account managers at each depot this week. I'll set up the short sessions by depot, and I'll book the value-case slot and get Tom invited to the next review. Aisha, you'll pull the review figures and we'll go through the admin side together.
- Liam Doherty NoneSounds right.
- Aisha Rahman NoneYes, thank you. That's really clear.
- Marcus Bell NoneAnything else before we finish? Anything bugging you about the brain that I haven't asked?
- Liam Doherty NoneNot really. Honestly, it's doing what I wanted it to, it's just not in enough hands yet. Get the depots on it and I'm happy.
- Aisha Rahman NoneActually, one small thing. Could the depot sessions be recorded? Then anyone who misses it can watch later.
- Marcus Bell NoneYes, I'll record them and put the link in the summary. Good shout.
- Marcus Bell NoneThat's the plan then. Thanks both, speak soon.
- Liam Doherty NoneCheers, Marcus. Cheers, Aisha.
- Aisha Rahman NoneThanks, bye.
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