Brackwell Freight Ltd / BB-Demo – Qbr
Callcompleted
Brackwell Freight Ltd: documents · 2025-04-07 13:45
Quarterly review with Liam Doherty. Usage and questions are rising, a value story is on record, and four depot sessions are planned. Liam remains the biggest asker, and the renewal on 1 Dec 2025 was flagged early.
What was said
What this says
Current to 10 Oct 26Quarterly review with Liam Doherty. Usage and questions are rising, a value story is on record, and four depot sessions are planned. Liam remains the biggest asker, and the renewal on 1 Dec 2025 was flagged early.
What happened: Marcus Bell reviewed usage, dashboards, connectors and tickets with Liam Doherty. Active users rose about a fifth on the previous quarter, with nothing broken and no flat records.
Customer view: Liam described the brain surfacing stacked delivery exceptions and flat calls on a retail contract, so the team rang first and kept the contract. He agreed Marcus could record the example in general terms.
Commercial: Growth, forty users, £44,000 a year, renewing 1 Dec 2025. Liam wants to try free remote depot sessions before paying for the on-site training day add-on.
Watch: Liam is still the biggest single asker, so usage is a key-person risk. Nobody senior has asked about the contract yet, and Marcus asked to be told if that changes.
Themes
Current to 9 Oct 26Theme
QBR usage and depot rollout
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 Bell drafts the schedule for four remote depot sessions this week.
- Marcus Bell writes a one-page usage and value summary for Liam's boss.
- Liam Doherty sends the depot champion names and available dates by end of the week.
Risks
Current to 9 Oct 26- Liam Doherty is the biggest single asker, so usage depends heavily on one person.
- Two of six depots are active and the rest are mixed, so adoption could stall before the renewal.
- A scheduled dashboard delivery request has no promised date from the product team.
Opportunities
Current to 9 Oct 26- The early-warning story on a retail contract gives a concrete value case for the renewal.
- The on-site training day add-on may suit the old-school depot if remote sessions fall short.
- Spare connector capacity under Growth could take another system once the depots are settled.
Transcript
Marcus Bell NoneAfternoon Liam. Can you hear me? I think I'm on mute and not on mute at the same time.
Liam Doherty NoneAfternoon. Yes, got you. You were muted for a second there and then you came in halfway through a word.- Marcus Bell NoneClassic. Right, that's sorted. How's your Monday going? Did you get any lunch?
- Liam Doherty NoneHalf a sandwich at my desk. Everyone's chasing everyone after the weekend. A retailer's changed their delivery windows without telling anyone, so the morning was just that.
- Marcus Bell NoneOh, lovely. Well, I'll try and make this useful rather than another thing on your list. I'll share my screen, and I'll walk you through what I want to cover. It's the quarterly review, so a look back, what the numbers say, and what you'd like from us for the next few months.
- Liam Doherty NoneGo for it. I've got the depot list in front of me, so I might interrupt.
- Marcus Bell NonePlease do. Okay, can you see it? There's the Brackwell page. First, the headline. Active users now sit at about eight on average, and that's up again by about a fifth on the previous quarter. So it's the second quarter running of steady growth, not a spike.
- Liam Doherty NoneGood. That's the pilot depots, mostly. We got Trafford Park going properly and the other one, the managers there have taken to it more than I thought they would.
- Marcus Bell NoneThat shows. If I scroll down you can see a handful of new names in the questions asked, which is the best single measure I've got of whether people find it useful. Month on month it's up, and it's up on the same time last year as well, quite a bit.
- Liam Doherty NoneWhat are they asking? Do you see what the questions actually are?
- Marcus Bell NoneI can see the shape of it, not every word. It's mostly accounts, so which retailer has had the most delivery-exception tickets recently, what was said on the last call, who's the contact. Quite practical stuff. Exactly what you bought it for, if I read the profile right.
- Liam Doherty NoneThat's it, yeah. One view, that's the point. Before, they'd be flicking between the CRM, the helpdesk and the call recorder, and half of them just wouldn't.
- Marcus Bell NoneAnd now they don't have to. Okay, second thing, and I'll be straight about it, same as last time. You're still the biggest single asker by a distance. The depot managers are catching up, but if you were off for a month, usage would dip noticeably.
- Liam Doherty NoneYeah. You said that before and I've been thinking about it. I've been trying to get two of the managers to be the go-to people in their own depot. So when someone's stuck, they ask them, not me.
- Marcus Bell NoneThat's the right idea. Champions in each depot. If you give me their names I'll make sure they're set up as the ones who get the new-feature notes and so on.
- Liam Doherty NoneI'll send them over after this. Make a note, I'll forget otherwise.
- Marcus Bell NoneNoted. Right, next, dashboards. You've built a few. Last time it was a couple, one per big retailer. It's a few more now. And what I like is that they're being opened by other people, not just you.
- Liam Doherty NoneI've been a bit obsessive, to be fair. The one I like most is the exceptions-by-retailer one. It's a bit rough, but it does the job.
- Marcus Bell NoneRough is fine. Dashboards built is a sign you're investing in it, which is a good thing for everybody. Is there anything you wish it did that it doesn't?
- Liam Doherty NoneHmm. Honestly? I'd like to be able to schedule one to land in people's inbox on Monday morning. Instead of them having to remember to go and look.
- Marcus Bell NoneRight. I'll take that as a request. I can't promise you a date on something like that, that's an engineering question and I don't want to tell you something and have it be wrong. But I'll put it to the product team and tell you what they say.
- Liam Doherty NoneThat's fair. Fine. Just so it's on someone's radar.
- Marcus Bell NoneIt will be. Now, connectors and records. You've got the sources connected that you started with, nothing's broken, nothing's stopped loading. Records indexed are climbing steadily, no flat spells, so the data is fresh. And the nightly refresh has been finishing before people start.
- Liam Doherty NoneThat's what I wanted to hear. If it went stale, they'd stop using it and I'd never hear about it. They'd just go back to spreadsheets.
- Marcus Bell NoneExactly the risk, and it's one I watch for. Still some room on connectors, by the way, under Growth. If there's another system you'd like in there, tell me and we'll look at it.
- Liam Doherty NoneNot right now. Let me get the depots on what we've got first. Then maybe.
- Marcus Bell NoneSensible. Tickets. One in the last month, nothing high priority, and it was closed within our response time for Growth. I won't bore you with it. Anything on your side that you didn't raise but should have?
- Liam Doherty NoneNot really. There was a thing where a filter behaved oddly, but I worked out I'd done it wrong. So that was me.
- Marcus Bell NoneHa. Those are the best ones. Okay. I've got a question for you now, and I'd like you to think about it rather than answer straight off.
- Liam Doherty NoneOh no. Go on.
- Marcus Bell NoneWhen you look back since you went live, what's the thing the brain has actually done for Brackwell? Not features. Something that happened that wouldn't have happened without it.
- Liam Doherty NoneRight. Okay. Er, yeah, there's one. There was a retail contract, one of the bigger ones, and nobody had flagged anything. But when I looked at the account, delivery exceptions had been stacking up for a few weeks and the last couple of calls had gone a bit flat. The account manager hadn't joined the dots because the tickets were in one place and the calls in another.
- Marcus Bell NoneMm. And the brain put them side by side.
- Liam Doherty NoneIt did. I asked it about the account and it all came up in one go. So we rang them before they rang us, sorted out what was going wrong on the delivery side, and the contract's still here. That's what I wanted when we bought it. Seeing it early.
- Marcus Bell NoneThat's a great example, and honestly it's better than anything on my usage graph. Would you mind if I wrote that down, in general terms, so that when we come to the renewal there's a proper picture of the value, not just logins?
- Liam Doherty NoneCourse. Keep the retailer out of it, obviously. But yes, say what you like.
- Marcus Bell NoneOf course. I wouldn't name anyone. Okay, so that brings me to the depots. What would you like to see by the next time we meet?
- Liam Doherty NoneAll six on it. Or at least using it weekly. I know that's ambitious. We've got two going, and the next lot are, well, I'd say mixed. A couple of them are keen, a couple would rather I just emailed them a PDF.
- Marcus Bell NoneRight. So there's a mix, which is realistic. Can I suggest an approach? Rather than another login email, we do short sessions per depot, remote, about half an hour each, using their own accounts. They see their own retailers, not a demo. People pay attention when it's their data.
- Liam Doherty NoneYes. That's the thing that worked with the first two. It was their accounts on the screen.
- Marcus Bell NoneThen let's do that for the remaining four. I'll run them, you pick the days, and ideally you're on the first one or two to say why it matters to the business. Then you can step back.
- Liam Doherty NoneI'm in. What about doing something in person? One of the depots is, frankly, a bit old school. They'd take it more seriously if someone turned up.
- Marcus Bell NoneThere is an on-site training day, it's an add-on rather than part of Growth. I'd rather not get into the cost with you, that's one for Tom, he looks after the commercial side. But if it's useful I'll ask him to give you a call. Or we do remote first and see how far that gets us.
- Liam Doherty NoneRemote first. Then if one depot's still dragging its feet, I'll ask about on-site. Don't want to spend money before I've tried the free version.
- Marcus Bell NoneFair enough, that's sensible. So, plan. I'll draft the schedule this week, and you tell me which days the depots can spare someone. Four sessions, spread over a few weeks.
- Liam Doherty NoneOkay. I'll aim to get you dates by end of the week. Might need a nudge.
- Marcus Bell NoneI'll nudge. Gently. Right, I want to touch on the renewal, just so it's not a surprise. You're on Growth, forty users, forty-four thousand a year, and the contract runs to the end of November, so the renewal date is 1 Dec 2025. That's about eight months off. Not a conversation for today.
- Liam Doherty NoneYeah. Do I need to be thinking about it now?
- Marcus Bell NoneOnly in the sense that the best preparation is exactly what we're doing. More people using it, a clear story about what it's done. Closer to the time I'll come to you with a proper review, and Tom will join us for the commercial part. He owns the terms and the price, not me.
- Liam Doherty NoneThat's fine. I'd rather deal with it properly than have a panic in November.
- Marcus Bell NoneAgreed. And you'd tell me if someone senior on your side started asking questions about it, wouldn't you? A new finance person, or anyone wanting to see the contract.
- Liam Doherty NoneOf course. Nobody's asked yet. If they do, you'll be the first to know. Well, second. Probably I'd tell my boss first.
- Marcus Bell NoneHa, as long as I'm third. Okay. Anything else you want to cover? I've got time, I don't have another call until later.
- Liam Doherty NoneActually yeah, one thing. Reporting. My boss wants to see something once a quarter, just a page, usage and what it's done. Could I lift something from what you're showing me?
- Marcus Bell NoneAbsolutely. I'll write you a one-pager after this. Usage, questions asked, what's been built, and the example you just told me, kept general. You can send it on as it is or tweak it.
- Liam Doherty NoneBrilliant. That saves me an evening. Love that.
- Marcus Bell NoneHappy to. So, to recap. From me: a one-pager for your boss, a draft schedule for the four depot sessions, and an answer from the product team on scheduled dashboards, though I can't promise when. From you: the champion names for each depot, and the dates the depots can do.
- Liam Doherty NoneYep. And I'll think about whether on-site is worth it for the old school depot.
- Marcus Bell NoneGood. And the next one of these is in a few months, I'll put it in the diary. Thanks Liam, really good to see it going up.
- Liam Doherty NoneCheers Marcus. Speak soon.
- Marcus Bell NoneSpeak soon. Bye.
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