Brackwell Freight Ltd / BB-Demo – Check In
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Brackwell Freight Ltd: documents · 2025-03-17 11:30
Check-in on 17 Mar 2025. About eight of forty licensed users are active and rising. Liam Doherty wants a two-depot pilot. Marcus Bell flagged the 1 Dec 2025 renewal and the risk of Liam asking most of the questions.
What was said
What this says
Current to 10 Oct 26Check-in on 17 Mar 2025. About eight of forty licensed users are active and rising. Liam Doherty wants a two-depot pilot. Marcus Bell flagged the 1 Dec 2025 renewal and the risk of Liam asking most of the questions.
What happened: Marcus Bell reviewed usage, two closed low priority tickets and the depot rollout with Liam Doherty. He then gave an early heads-up on the renewal.
Customer view: Liam called using a fifth of the seats a bit embarrassing and wants an early warning view for depot account managers. He tied the rollout directly to the renewal.
Commercial: Growth, forty users, £44,000 a year, renewal date 1 Dec 2025. No purchase is needed to bring more people in, so this is a rollout question, not an upsell.
Watch: Liam is still the top asker by a fair way, which is a key-person risk. His question on whether managers see only their own retailers is unanswered.
Themes
Current to 9 Oct 26Theme
Depot rollout ahead of renewal
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- Liam to send the second depot name and the list of account managers by the next day.
- Marcus Bell to run a short session with the two pilot depots and send the usage summary.
- Marcus to confirm in writing whether managers can be limited to their own retailers, and to book a QBR for early April.
Risks
Current to 9 Oct 26- Liam is still the top asker by a fair way, so use depends heavily on one person.
- Only about eight of forty licensed users are active, which weakens the value case at renewal.
- Liam's question on whether managers see only their own retailers is not yet answered.
Opportunities
Current to 9 Oct 26- A pilot with Trafford Park and one other depot could widen use without buying anything.
- Customer-built dashboards are being opened, which shows investment in the brain.
- An early warning view of at-risk retail contracts gives depot managers a clear reason to log in.
Transcript
Marcus Bell NoneHello Liam, can you hear me alright?
Liam Doherty NoneLoud and clear, Marcus. Morning. Sorry, one second, there's a trailer reversing right outside the window. Right, door's shut. Better.- Marcus Bell NoneNo problem at all. Sounds like a proper working depot. How's the week been?
- Liam Doherty NoneBusy. Good busy though. Rain all weekend and everything's arriving late, so the exception tickets have been flying. You've had the same weather over your way, I'd guess.
- Marcus Bell NoneOh yeah, I came in soaked this morning. Anyway, thanks for making time. I'll share my screen in a sec, and I'll tell you what I want to cover so you can stop me. Is that okay?
- Liam Doherty NoneGo for it. List first, always.
- Marcus Bell NoneRight, can you see it? It's the usage page for Brackwell. Four things. One, how usage looks since the last quarter. Two, the tickets you've raised with us. Three, where you want to take it with the depots. And four, a quick heads-up on the renewal, which is not for ages, I just don't like surprises.
- Liam Doherty NoneLove that. Yeah, I can see it. Is that a graph going up and to the right?
- Marcus Bell NoneIt is, which is nice to start with. I've pulled the numbers. On average you've got about eight people active in a given month, and that's up by roughly a fifth on the quarter before. So that's not a blip, it's a few new people actually coming in and staying.
- Liam Doherty NoneThat'll be the account managers from the two northern depots. I sat down with them a couple of weeks ago and showed them the one account view. Once they saw their own retailers' tickets and calls in one place, they got it. One view, that's the point.
- Marcus Bell NoneThat fits. If I click into who's asking questions, you can see the pattern. A few more names than before, which I like.
- Liam Doherty NoneMm. Let me guess, I'm still the top of that list.
- Marcus Bell NoneYou are, by a fair way. Which is fine, you built it, you know what to ask. I only mention it because if one person's asking most of the questions, it's a bit of a hostage to fortune. Holiday, new job, whatever.
- Liam Doherty NoneHa, no, fair. I'm not going anywhere, but I take the point. That's partly why I want the depots on it. Can we get the depots on it? Properly, not just a login each.
- Marcus Bell NoneThat's exactly where I wanted to get to. Let me just finish tickets and then I'll come back to it.
- Liam Doherty NoneYep, sorry, jumping ahead. Habit.
- Marcus Bell NoneNo, you're fine. So tickets. You've raised two in the last month. Neither was urgent, nothing flagged high priority. One was a how-to, someone wanting to save a view, and the other was a sync that was a bit slow one morning and then sorted itself out. Both closed. Does that match what you remember?
- Liam Doherty NoneYeah. The sync one, I chased it, because the depot managers look at that first thing and they'd have noticed. It was fixed before they'd had their tea, so no harm.
- Marcus Bell NoneGood. I'd rather you chased than sat on it. That's all I've got on tickets. No overdue invoices either, before you ask, finance is all up to date.
- Liam Doherty NoneOh, I wasn't going to ask. But good. Our finance lot would have told me.
- Marcus Bell NoneRight, so the depots. You've got forty licensed users on Growth, and about eight are active. Which means there's a lot of room already. You don't need to buy anything to bring more people in, it's just a rollout question.
- Liam Doherty NoneThat's what I keep saying to myself. Forty seats and I'm using a fifth of them. It's a bit embarrassing, honestly.
- Marcus Bell NoneDon't be, it's really normal. Most people start with the one team that shouts loudest. So what would you want the depot account managers to do on day one? If we start with something small, it sticks better.
- Liam Doherty NoneRight. Honestly, the first thing is the early warning. Each account manager looks at their retailers, sees if delivery exceptions are stacking up and if the last call was a bit tense, and rings the customer before the customer rings them. That's the whole thing. Seeing an at-risk retail contract before the retailer calls us.
- Marcus Bell NoneOkay, that's clear. So what if we pick two depots to pilot it. Not all six at once. Trafford Park plus one other, whichever has the most engaged manager.
- Liam Doherty NoneTrafford Park's easy, they're on my doorstep. For the other one, let me think. I'd say whichever manager moans least about systems. Give me a day, I'll send you a name.
- Marcus Bell NonePerfect. And I'm happy to jump on a call with them, half an hour, nothing fancy. Show them where to click, then leave them to it. You don't have to run it all yourself.
- Liam Doherty NoneI'd take that. They listen to someone from outside more than they listen to me, to be fair. I'm just the guy who sends the reports.
- Marcus Bell NoneHa. Alright. Anything else on the usage side you wanted to look at while I've got this up? Dashboards, connectors, anything odd?
- Liam Doherty NoneNot odd. I did build a couple of dashboards last month, one per big retailer, just so the managers don't have to build their own. Are those showing?
- Marcus Bell NoneThey are, I can see them listed. And they're getting opened, which is the bit that matters. People actually look at them. Do keep that up, it's a good sign when the customer builds things themselves.
- Liam Doherty NoneGood. One more thing and then I'll stop. Is the nightly refresh still finishing before the managers start? Because that was the worry when we went live.
- Marcus Bell NoneFrom what I can see, yes. Nothing's come up on freshness, no tickets about stale data, and the records indexed keep moving. If that changes you'll hear from us before you notice.
- Liam Doherty NoneBrilliant. Love that.
- Marcus Bell NoneOkay, last item, and it's quick. Your contract's on Growth, forty users, at forty-four thousand a year, and it runs to the end of November. Renewal date is 1 Dec 2025. That's a long way off. I'm not asking you for anything today.
- Liam Doherty NoneRight. That's fine. Is that something I need to do something about, or does it just roll?
- Marcus Bell NoneIt doesn't just roll, there's a conversation. Well ahead of time I'll get in touch, and Tom Ashdown, who looks after the commercial side, will join in. I only wanted you to know it's coming, and that the more the depots are using it by then, the easier that conversation is.
- Liam Doherty NoneMakes sense. So the rollout and the renewal are basically the same job.
- Marcus Bell NonePretty much, yeah. I wouldn't have put it that neatly. Shall we book a QBR for a few weeks from now, so we can look at how the pilot's gone?
- Liam Doherty NoneYes. Early April, if you can. Before the end of the month gets mad.
- Marcus Bell NoneEarly April it is. I'll send an invite today. So just to recap who's doing what. You send me the second depot name by tomorrow, and the list of account managers you want invited. I'll set up the half-hour session with those two depots and send you the usage summary we've just looked at, so you've got it to hand.
- Liam Doherty NoneThat's all fine. I'll put the list together this afternoon, I've got it in my head already.
- Marcus Bell NoneLovely. Anything else from your side before I let you go?
- Liam Doherty NoneNo, I think that's it. Oh, actually, one thing. When I get the managers on, can they see just their own retailers, or does everybody see everything?
- Marcus Bell NoneGood question. I'd rather not guess. Let me check what's possible on your setup and come back to you in writing, so you've got it properly.
- Liam Doherty NonePerfect, no rush. Cheers Marcus. Talk soon.
- Marcus Bell NoneThanks Liam, speak soon. Bye.
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