Brackwell Freight Ltd / BB-Demo – Check In
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Brackwell Freight Ltd: documents · 2025-01-20 14:45
On 20 Jan 2025 Marcus Bell told Liam Doherty daily use had fallen to about five people against forty seats. Plan agreed to lift depot adoption before the renewal on 30 Nov 2025.
What was said
What this says
Current to 10 Oct 26On 20 Jan 2025 Marcus Bell told Liam Doherty daily use had fallen to about five people against forty seats. Plan agreed to lift depot adoption before the renewal on 30 Nov 2025.
What happened: Marcus showed that about five people a day use the brain, down roughly a third on the quarter before. Use is concentrated in Liam and revenue operations, with depot account managers barely in.
Customer view: Liam called it a habit problem, not a broken one, and the ticket queue is empty. He admitted that if he were away the whole thing would go quiet.
Commercial: Marcus raised that the contract runs to 30 Nov 2025 and usage should be moving well before then. Liam said he is nervous, having told colleagues it was a good investment.
Watch: Key-person dependence on Liam and a silent ticket queue with falling use. Marcus declined to set a numeric target and asked for most depot account managers weekly.
Themes
Current to 9 Oct 26Theme
Falling usage, depot adoption
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 sends Liam a by-depot usage list and a draft Monday questions sheet by Thursday.
- Liam secures Marcus ten minutes at the weekly depot managers' call.
- Marcus and Liam review the usage numbers again in a few weeks.
Risks
Current to 9 Oct 26- Daily use is about five people against forty seats and down roughly a third on the quarter before.
- Questions come mostly from Liam, a key-person risk for the Growth subscription.
- Renewal on 30 Nov 2025 may be questioned if depot use does not improve.
Opportunities
Current to 9 Oct 26- A Monday questions sheet and a ten-minute live session can bring depot account managers in.
- Depots are asking to be on it, including Liam's boss, so demand exists.
Transcript
Marcus Bell NoneHi Liam, can you hear me alright?
Liam Doherty NoneYeah, loud and clear. Afternoon. Sorry, I've literally just walked in from the yard, give me a second while I find my headphones. There. Better.- Marcus Bell NoneNo rush. You've been out at the depot?
- Liam Doherty NoneTrafford Park, yeah. Mondays are mad there. Everyone's trying to work out what fell off the weekend schedule. Anyway, how's your week starting?
- Marcus Bell NoneQuiet so far, lots of emails. Right, I'm going to share my screen, and what I want to cover is the usage picture for the last few weeks, whether there's anything in the way that I can help with, and what we might do about the depot teams. Can you see it?
- Liam Doherty NoneI can see a chart going down. Love that. Not.
- Marcus Bell NoneHa, yeah. That's the bit I wanted to be straight about. I've pulled the numbers and, on average, about five people a day are actually using the brain over the last month. Against forty seats that's not many. And it's down by roughly a third on the quarter before.
- Liam Doherty NoneYeah. Yeah, I figured it'd be something like that. I've felt it, to be honest. I've been in there most days and I keep thinking, where is everyone?
- Marcus Bell NoneMm. And I don't want to make a big thing of it, I just think it's worth us looking at it together now rather than later in the year.
- Liam Doherty NoneNo, fair. Go on, what does it look like by depot? Because I reckon it's a depot thing.
- Marcus Bell NoneSo that's what I'm pulling up. Bear with me, I'm just changing the filter. Okay. It's quite concentrated. There's you, a couple of people in the revenue ops team, and then a thin spread across the depot account managers. Some of them logged in once or twice and I haven't seen them since.
- Liam Doherty NoneRight. That's the thing I was afraid of. We did the rollout, everyone was keen, I did the session at each depot, and then it was the run-up to Christmas and it all went to pot. They went back to their spreadsheets. Their own little trackers.
- Marcus Bell NoneThat's pretty common, honestly. Peak season, nobody has the headspace for a new habit. But it does mean the value isn't landing where you wanted it, which was the depots seeing their retail accounts, the delivery-exception tickets and the calls all together.
- Liam Doherty NoneOne view, that's the point. That's exactly it. If a depot manager can see that a retailer has had three bad deliveries and a grumpy call in the same week, they can pick the phone up before the retailer does. If they're in a spreadsheet they just don't see it.
- Marcus Bell NoneRight. And is that happening at all at the moment, or is it just you spotting those?
- Liam Doherty NoneMostly me. Which is not what I built it for, if I'm honest. I'm not meant to be the one ringing depots to say, hey, this one's wobbling.
- Marcus Bell NoneSure. And that's a key-person thing too, I'd say. If most of the questions are coming from one or two of you, it's a bit fragile. Not a criticism, just something I'd want to fix.
- Liam Doherty NoneNo, no, I get it. If I got hit by a bus the whole thing would go quiet.
- Marcus Bell NoneWell, let's not plan around the bus. But yes.
- Liam Doherty NoneHa. Okay.
- Marcus Bell NoneOne other thing I noticed. Your ticket queue with us is completely empty. No tickets in the last month, nothing high priority, nothing at all. And invoices are all paid, so no issue there. But a very quiet queue and falling usage together, I'd rather ask than assume. Is there anything not working that people have just stopped mentioning?
- Liam Doherty NoneHmm. Good question. I don't think so. I mean, I'd chase it if it was broken, you know me, I never let a ticket sit. I think it's genuinely that people aren't opening it. It isn't broken, it's just not part of their day.
- Marcus Bell NoneOkay, that's helpful. So not a data problem, more of a habit problem.
- Liam Doherty NoneHabit. Yeah. And maybe a bit of, they don't know what to ask it. You get a blank chat box and you freeze.
- Marcus Bell NoneThat's a good point actually. I see that a lot. People who ask one question, get a so-so answer because the question was vague, and never come back.
- Liam Doherty NoneThat's me with half of them. Can we do something like, here are five questions every depot account manager should ask on a Monday morning? Just a sheet. Something that sits on their desk.
- Marcus Bell NoneLove that. Yes, I can draft that. I'd want your input though, because you know what they actually care about. Which retail accounts, which exceptions.
- Liam Doherty NoneSure. Honestly the big one is, which of my accounts had delivery exceptions this week and did anyone speak to them. That's it. That's most of the job.
- Marcus Bell NoneRight. So that's one. What else?
- Liam Doherty NoneUm. Which contracts are coming up for review. And, what did the retailer say on the last call. Because the call recordings are in there, the depots don't even know that.
- Marcus Bell NoneOkay, I'm noting those. Is it worth us doing a short session as well? Something live, with their own accounts on screen, rather than a general demo. I'm happy to jump on a call with each depot, or all of them at once if that's easier.
- Liam Doherty NoneAll at once is probably a stretch, they're all on different shifts. But they've got a weekly managers' call. If I can get you ten minutes at the start of that, would that do it?
- Marcus Bell NoneTen minutes is fine to start with. It's better to show one useful thing than lots of features. Shall we say the exceptions view, and the at-risk retail contract list that you built?
- Liam Doherty NoneYeah. Yeah, that one. They'll get that one straight away.
- Marcus Bell NoneGood. Now the other thing, and I'll be honest it's slightly awkward to raise. Your contract comes up for renewal at the end of November, it runs to 30 Nov 2025. We're nowhere near that yet, and I'm not worried about today. But Tom will want to see the usage moving the right way well before then, and I'd rather we turn it round now than explain it later.
- Liam Doherty NoneNo, that's fair. And I'd rather you said it. Look, I'm not going to pretend I'm not slightly nervous about it. I've told my own lot it's been a good investment, and then I look at that chart.
- Marcus Bell NoneUnderstood. And for what it's worth, forty seats and a handful of regular users is a gap we can close. It's not a tool that doesn't work for you.
- Liam Doherty NoneOkay. Good. So what's the number we're aiming for? Do we have one?
- Marcus Bell NoneI don't want to throw a figure out and have it sound like a target I've made up. What I'd say is, I'd like to see most of the depot account managers in there each week. If we got that, the chart would look very different.
- Liam Doherty NoneRight. Okay. Most of them, weekly. I can live with that.
- Marcus Bell NoneAnd I'll send you a list by depot of who's been in, so you're not guessing. Names, last time they logged on, roughly how many questions.
- Liam Doherty NoneThat would be brilliant. Then I can have a word with the managers directly, not wait for them to come to me.
- Marcus Bell NoneExactly. Is there anything else on your side? Anything from the finance or sales folks that you've been asked about?
- Liam Doherty NoneNot really. Just, can we get the depots on it, that's the one thing everyone keeps asking me. My boss included. So, yeah.
- Marcus Bell NoneRight, so we've got a clear plan. Let me read it back. I send you the by-depot usage list and a draft sheet of Monday questions. You get me a slot at the managers' call. We do ten minutes live on the exceptions view. And then we look at the numbers again together in a few weeks.
- Liam Doherty NonePerfect. Can you do the sheet by the end of this week? Then I can send it round before the call.
- Marcus Bell NoneI can, yes. I'll aim for Thursday and send it over by email.
- Liam Doherty NoneBrilliant. Sorry, one more. If someone's left, a depot manager, say, do we have to do anything on the seats, or does it just sit there?
- Marcus Bell NoneIt just sits there. The seats are licensed to the organisation, so you can reassign them. If you tell me who's moved on I can tidy it up, but it doesn't cost you anything extra.
- Liam Doherty NoneGood. I'll have a think and let you know. There's probably a couple.
- Marcus Bell NoneNo problem. Anything else from you?
- Liam Doherty NoneNo, I think that's the lot. Thanks for being straight, Marcus. Honestly.
- Marcus Bell NoneAlways. Thanks, Liam. I'll speak to you Thursday, then.
- Liam Doherty NoneCheers. Speak soon.
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