Brackwell Freight Ltd / BB-Demo – Qbr
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Brackwell Freight Ltd: documents · 2025-07-04 11:15
Quarterly review on 4 Jul 2025: active users and questions are up after the depot sessions. Liam Doherty is happy to renew but needs a number for the finance director, and wants more depots, training and a second admin.
What was said
What this says
Current to 10 Oct 26Quarterly review on 4 Jul 2025: active users and questions are up after the depot sessions. Liam Doherty is happy to renew but needs a number for the finance director, and wants more depots, training and a second admin.
What happened: Marcus reported active users up and questions better spread, with new dashboards built by Liam's team. Three tickets in the month, none urgent.
Customer view: Liam said he would be happy to renew but needs the case for the finance director. Aisha Rahman, the admin, said she is unsure who to ask when Liam is out.
Commercial: Liam asked for more depots, ongoing training and a second admin. Tom Ashdown will confirm the Growth price against the order form and send terms in writing.
Watch: Aisha is a single admin and a key-person risk. The renewal is on 1 Dec 2025.
Themes
Current to 9 Oct 26Theme
Renewal case and expansion
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell to deliver the value note and write up the retailer example with Liam.
- Tom Ashdown to check the order form and send the renewal terms in writing.
- Marcus to book an admin walkthrough for Aisha and agree a backup admin.
Risks
Current to 9 Oct 26- Finance director needs a clear number and value case before agreeing to renew.
- Aisha is the only admin and is unsure who to ask when Liam is out.
- Most questions still come from a few power users.
Opportunities
Current to 9 Oct 26- Liam wants more depots on the brain, which could mean extra users or connectors.
- Ongoing training for account managers and a second admin are open asks.
Transcript
Tom Ashdown NoneMorning all. Liam, how's your week been? Still chasing the retailers?
Liam Doherty NoneMorning Tom. Always. It's been all right, actually, calmer than last month. Aisha's here as well, she's joining from the ops floor.
Aisha Rahman NoneHi everyone. Sorry, I think I'm on mute still. Can you hear me? I tried the headset earlier and it was a bit crackly so I've switched to the laptop.
Marcus Bell NoneWe can hear you fine, Aisha. Morning. Right, I'll share my screen and say what I want to cover, and Tom can jump in whenever. I've pulled the numbers for the quarter, so we'll go through usage, the tickets, what's been built on the dashboards side, and then look ahead to the renewal.- Tom Ashdown NoneWhich is the bit I'll ramble about at the end. No drama, I just want to get something in the diary.
- Liam Doherty NoneLove that. Go on Marcus.
- Marcus Bell NoneOkay. First slide. Active users are up on the previous quarter, a decent step, and that's the first thing I wanted to say, because last time we spoke it had dipped a little. Looks like the depot sessions made a difference.
- Liam Doherty NoneThey did. Honestly. Once the depot managers saw their own retailers lined up with the delivery exceptions, a couple of them started opening it before their weekly calls without being asked. That's the one view thing, it's working.
- Marcus Bell NoneThat's what I'd hoped. And the questions people are asking have gone up as well, and importantly it's coming from more than just the three of you. I'd say it's better spread than it's ever been, though a few people still do most of the asking.
- Tom Ashdown NoneWhich is normal, isn't it. There's always a few power users. Question is whether the rest are coming along.
- Marcus Bell NoneRight, and they are, gradually. You've got forty licensed seats and there's still plenty of room, so nobody's being squeezed. If the depot managers keep going you might start to use a bigger share of that.
- Aisha Rahman NoneCan I ask something about that? Is it me, or does the user count in the admin view look different from what you've got there? I've got a screenshot, I can put it in the chat afterwards.
- Marcus Bell NoneGood question. The admin view will show everybody who's been given a login, and mine is people who've actually been active over the last month. So yours will be bigger. Both are right, they're just counting different things.
- Aisha Rahman NoneOh, okay. That makes sense. I wasn't sure whether I'd set something up wrong, I'd already tried removing a couple of old accounts and it didn't change much.
- Marcus Bell NoneNo, you've not done anything wrong. That's tidying, which is useful anyway. Honestly, Aisha, you've been really careful on the admin side, I mean that.
- Liam Doherty NoneShe is. She's basically the person who keeps it ticking. I tell her all the time.
- Aisha Rahman NoneThanks. I'm just trying to learn it properly. Some of it I'd like more help with, actually, but I didn't want to keep raising things.
- Marcus Bell NonePlease do raise things. That's what the tickets are for. Which is a good segue, because you've had three in the last month. None of them urgent, so nothing that should worry anyone.
- Marcus Bell NoneTwo were how-to questions, one about a filter on the dashboards and one about permissions for a new depot manager. The third was a connector that looked slow to refresh one morning. I checked it and it had caught up well before the start of the working day.
- Aisha Rahman NoneThat was me for two of them. Just flagging, I'd tried the help pages first, and then I wasn't sure whether to ask, in case it was a silly question.
- Tom Ashdown NoneThere's no such thing. Honestly, I'd rather you asked ten silly ones than sat on one that mattered.
- Liam Doherty NoneAnd I'll chase if they sit. I've never let a ticket just hang.
- Marcus Bell NoneNobody's complaining about response, anyway. On Growth you're covered for a quicker first response than the smaller tier and we've been well inside that. Let me flip to the dashboards slide.
- Marcus Bell NoneSo this is what's been built since the last review. A handful of new dashboards, mostly from Liam's team, one for each major retail customer showing exceptions over time next to call activity. That's investment from your side, and it's why the numbers on questions have moved.
- Liam Doherty NoneYeah, we've been quite proud of those. The retail one in particular, the account managers sit and watch it. If a line starts creeping up, they ring the customer before the customer rings them.
- Tom Ashdown NoneThat's the story, isn't it. That's the thing you'd say to your board. We spotted it early. Has anyone written one of those up? An actual example?
- Liam Doherty NoneNot formally. I told Marcus about one a while back, a retailer where the exceptions were stacking up and we got in front of it. I could write it up properly. I'd just have to find the time.
- Marcus Bell NoneI can help with that. If you tell me which one, I'll go and find the trail in the brain, the tickets, the calls, when the line started moving, and then you just check it's right. Shall we book thirty minutes for that?
- Liam Doherty NoneYes please. That'd be brilliant, because finance will ask me at renewal and I'd like to have more than a feeling.
- Tom Ashdown NoneAnd this is where I come in, if that's all right. So, renewal. You're at the end of the current term at the end of November, rolls over on 1 Dec 2025. You're on Growth, forty-four thousand a year, though I'll confirm that against the order form rather than say it off the top of my head.
- Liam Doherty NoneYeah, that's what I've got. Forty-four. And it's been the same since we started, hasn't it, since the beginning of December 2023?
- Tom Ashdown NoneSince 1 Dec 2023, yeah, that's when you came on. I'll check the paperwork, but that's what I remember. No surprises on my side, I'd just like to get the conversation started early so it's not a scramble in November.
- Liam Doherty NoneSensible. I'd be happy to renew, I'll say that now. I just need the case to put to the finance director. They like a number.
- Tom Ashdown NoneThat's fair, they all do. Marcus is going to give you the value note, and I'll bring the contract side. If there's something you'd want different, extra depots on it, more training, say so now and I'll bring it into the conversation.
- Liam Doherty NoneCan we get more depots on it? That's the main thing. And proper training for the account managers, not just a one-off. And maybe a second admin eventually, so Aisha isn't carrying it on her own.
- Aisha Rahman NoneOh. I mean, I don't mind, but yes, that'd be helpful. Sometimes I'm not sure who to ask if Liam's out.
- Marcus Bell NoneThat's a really good point. Let's make that part of the plan: Aisha gets a proper walkthrough of the admin side, and we think about who the backup is. I'll set something up so you're not left on your own with it.
- Tom Ashdown NoneLeave that with me on the commercial end. If there's more users or connectors to add, I'll sort what that looks like. Just so you know, I'm not going to pull a number out of thin air, I'll send it over properly in writing.
- Liam Doherty NonePerfect. Honestly that's all I need. A plan and a number.
- Marcus Bell NoneOkay, let me recap so we all leave with the same list. Liam: you pick the retail example and send me the depots you want next. Aisha: I'll book an admin walkthrough and we'll sort out a backup admin. Me: the value note and the write-up of that example. Tom: the renewal paperwork outline, checked against the order form.
- Tom Ashdown NoneSpot on. And I'll get a call in the diary for the autumn, nice and early. Let's not leave it to the last week.
- Liam Doherty NoneSounds good. Thanks both. Thanks Aisha.
- Aisha Rahman NoneThanks everyone. I'll send the screenshot over after this, just so you've got it.
- Marcus Bell NoneLovely. Cheers all, speak soon.
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