Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd: documents · 2025-02-19 13:15
Check-in on 19 Feb 2025 with Liam Doherty. Usage is rising and managers are asking for views. A high priority sync ticket took longer than he liked. Finance are asking what the brain costs. Renewal was only mentioned in passing.
What was said
What this says
Current to 10 Oct 26Check-in on 19 Feb 2025 with Liam Doherty. Usage is rising and managers are asking for views. A high priority sync ticket took longer than he liked. Finance are asking what the brain costs. Renewal was only mentioned in passing.
What happened: Marcus Bell took Liam Doherty through usage, one high priority ticket and the depot split. Liam raised older exception history, usage by person and what the brain costs.
Customer view: Liam is pleased that managers are coming to him for views. He was frustrated that the sync ticket hit depots on a Monday, but said he was not after a credit.
Commercial: Marcus confirmed Growth with forty seats at £44,000 a year, matching the order form and invoices. The contract runs to 30 Nov 2025 and the renewal falls on 1 Dec 2025.
Watch: Marcus still has to check the ticket timings against the Growth response time, and the call does not show the result. Finance asking about cost means a value case will be needed before the renewal.
Themes
Current to 9 Oct 26Theme
Usage growth and ticket follow-up
Importance
neutral
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 to check the ticket timings against the Growth response time and report back to Liam.
- Marcus to set up a basic exceptions dashboard and send usage by person with the depot list.
- Liam to find the managers' call date and introduce Marcus to the new account manager by email.
Risks
Current to 9 Oct 26- A high priority sync ticket left depots on an empty page on a Monday and took longer than Liam wanted.
- Whether the Growth response time was met is unchecked, so a service miss cannot be ruled out.
- Finance keep asking what the brain costs, so the value case is not yet made.
Opportunities
Current to 9 Oct 26- Liam wants more use of calls and what retailers said, which suits a managers' call session.
- A first dashboard of exceptions by retailer by week would use the Growth dashboards builder.
- Two depots are still dark, one with a new account manager who needs an introduction.
Transcript
Liam Doherty NoneMarcus, hi. Am I early? I think I'm early.
Marcus Bell NoneHi Liam, you're fine, I was just getting the numbers up. Good afternoon. How are you?- Liam Doherty NoneAfternoon. Yeah, not bad. Bit of lunch at the desk, sorry if I crunch. It's been a morning of exceptions.
- Marcus Bell NoneHa, no crunching problem. Right, I'll share my screen, and what I wanted to cover is the usage since we last spoke, the one ticket that came in, and what's next with the depots. Can you see it okay?
- Liam Doherty NoneYep. And the line's pointing the right way this time. Love that.
- Marcus Bell NoneIt is, yes. So over the last month it's averaging nearly nine people active a day, which is up on the quarter before by a bit over a tenth. Not massive in absolute terms, forty seats and all that, but it's moving the right direction and it's a clear change from last time.
- Liam Doherty NoneThat'll be the managers' call. I got a few of them on it afterwards. Couple of them even came to me, which is a first. They said, can you show us how you did that view.
- Marcus Bell NoneThat's great to hear. Did the Monday question sheet get used, do you know?
- Liam Doherty NoneSome. I stuck it up in a couple of depots, and I sent it round to the rest. I think the one about, which accounts had exceptions this week, that's the one that stuck. The others, I don't know. Mixed.
- Marcus Bell NoneOkay. That fits with what I can see. Most of the questions people are asking are around exceptions and account history. Fewer about calls. So there's a bit of headroom on the call side.
- Liam Doherty NoneYeah, I want them to use the calls more. Because that's where you hear the retailer actually say, we're thinking of moving some volume. And nobody listens to a recording, it's too long. But if they can ask the brain what was said, that's the thing.
- Marcus Bell NoneRight. So maybe that's the next ten minutes at the managers' call. Calls and what retailers said.
- Liam Doherty NoneYes. Can we do that? Can I put you down for the next one?
- Marcus Bell NoneHappy to. Just tell me the date and I'll block it. I'll note it down.
- Liam Doherty NoneI'll find out, I think it's early next month. I'll message you.
- Marcus Bell NonePerfect. Now, the ticket. There's one in the last month, and it was marked high priority. I've got it here. It's the one where the delivery-exception tickets weren't showing against the right accounts. Is that how you remember it?
- Liam Doherty NoneThat's the one. I raised it, I chased it, I was probably a bit of a pain about it. Because it was a Monday and half the depots were looking at a page with nothing on it.
- Marcus Bell NoneYou weren't a pain. It was the right thing to do. And it's closed now, I've checked. It was a sync issue between the helpdesk and the brain, the support team sorted it. Did it come back right on your side?
- Liam Doherty NoneIt did. Eventually. It took a bit longer than I'd have liked, to be honest, but it's right now. I checked a few accounts, the exceptions are all there.
- Marcus Bell NoneOkay. I'll have a proper look at the timings on my side, because you're on Growth and there's a response time that goes with that, and I'd like to be sure we met it. I'll come back to you on that rather than guess.
- Liam Doherty NoneFine by me. I'm not after a credit or anything, I just want it not to happen on a Monday.
- Marcus Bell NoneUnderstood. I can't promise you it won't happen again, I'm not going to say that. What I can do is make sure I flag it if the same pattern shows up and keep you in the loop.
- Liam Doherty NoneYeah. That's fair. Honest. Better than a promise.
- Marcus Bell NoneRight, so on usage, can I show you the per-depot split? I sent the list last time, but this is a cleaner view.
- Liam Doherty NoneGo on. Yes please.
- Marcus Bell NoneOkay. So, Trafford Park is easily the busiest, which isn't a surprise. Then there's a middle group of depots with a few regulars each. And then there are a couple of depots that are still pretty much dark.
- Liam Doherty NoneWhich ones? Show me. Oh. Yeah. Right. I know why. Their account manager's new. He's been in the job about five minutes and nobody's sat him down.
- Marcus Bell NoneThat makes sense. Would a one-to-one help? I'm happy to jump on a call with him, show him the accounts he's actually looking after.
- Liam Doherty NoneYeah, that would be great. Let me introduce you by email. I'll copy you in and you can sort it between you.
- Marcus Bell NoneGood. And the other dark one?
- Liam Doherty NoneThat one's a bit different. They're mostly on one big retail contract, so they say they know the account inside out. Which they do. But I'd still like them in there, because that's the one where if it goes wrong we lose a lot.
- Marcus Bell NoneMakes sense. So that's more about showing them what they can't see already, rather than basics.
- Liam Doherty NoneExactly that. Right. Not the beginner's tour.
- Marcus Bell NoneOkay. I'll think about what would be worth showing them. Perhaps what the retailer's other contacts are saying, across calls and emails, rather than just the one person they talk to.
- Liam Doherty NoneOh, I like that. That's good. That's a good angle.
- Marcus Bell NoneThanks. Now, something else I wanted to raise. You're on Growth, which includes the dashboards builder. I noticed nobody's built anything in there yet. Is that something you'd want, or does the chat cover it?
- Liam Doherty NoneHmm. Honestly I'd forgotten that was in there. I think the chat covers most of it for now, but one dashboard would be nice. Exceptions by retailer, by week, for the managers' call. So they're not asking me for numbers.
- Marcus Bell NoneThat's an easy one. I can walk you through building it, it takes about an hour the first time. Or I can set up a basic one and you adjust it. Which would you prefer?
- Liam Doherty NoneYou set up a basic one, I'll fiddle with it. I learn better by breaking things.
- Marcus Bell NoneHa, fair enough. I'll do that and send you the link.
- Liam Doherty NoneBrilliant. Is that all, or have you got a list as well? Because I've got a list.
- Marcus Bell NoneGo on, you first.
- Liam Doherty NoneRight. One, can we get some of the older delivery-exception history in? Some of the depots are asking about last year. Two, is there a way of seeing who's asked what, so I can see who's actually engaged. And three, the finance lot keep asking me what this thing costs. Not in a bad way. They just want to know.
- Marcus Bell NoneOkay. On the first, I'll need to check what's been loaded and what hasn't, I don't want to say yes and be wrong. I'll look and come back to you. On the second, yes, I can show you usage by person, I've already got it, I'll send it with the depot list. And on the third, that's contracted at forty-four thousand a year, on Growth, with forty seats. That's what's on the order form, and it matches what's been invoiced.
- Liam Doherty NoneForty-four. Okay, good, that's what I thought. I'll tell them. And that's all paid up, I'd have heard.
- Marcus Bell NoneYes, nothing overdue on our side. Which is all as it should be.
- Liam Doherty NoneGood. Do we need to talk about the renewal at all? Not now, I mean, generally.
- Marcus Bell NoneNot today, really. The contract runs to 30 Nov 2025, the renewal falls on 1 Dec 2025, and that's later in the year. I'll be in touch well ahead of time, and Tom, who looks after the commercial side, will be part of that. What I'd like is for us to get usage steady so that conversation is easy.
- Liam Doherty NoneYeah. No, makes sense. I'd rather be walking into that with a decent chart.
- Marcus Bell NoneAgreed. Right, let me just read back what we've got. I'll introduce myself to the new account manager once you've sent the email. I'll set up a basic exceptions dashboard. I'll send usage by person and look at the older history. And I'll check the timings on that ticket against your response time and come back to you.
- Liam Doherty NoneAnd I'll find the date for the managers' call, and do the introduction. Yep.
- Marcus Bell NoneShall we book another half hour for a few weeks' time, once the next managers' call has happened?
- Liam Doherty NoneYes, do that. Send me something and I'll accept it.
- Marcus Bell NoneWill do. Thanks, Liam. Nice to see it moving.
- Liam Doherty NoneCheers, Marcus. Speak soon.
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