Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd: documents · 2025-07-28 11:45
Marcus Bell's 28 Jul 2025 check-in with Liam Doherty: around eight of forty licensed users active daily, depots still not on it, and Liam wants notice of any price change ahead of the 1 Dec 2025 renewal.
What was said
What this says
Current to 10 Oct 26Marcus Bell's 28 Jul 2025 check-in with Liam Doherty: around eight of forty licensed users active daily, depots still not on it, and Liam wants notice of any price change ahead of the 1 Dec 2025 renewal.
What happened: Marcus reviewed usage, one closed ticket and the dashboards builder, then raised the renewal. Usage is up a little on the previous quarter.
Customer view: Liam wants more depot use and said the early-warning story is what he tells people the brain is for. He reported no data freshness problems.
Commercial: Growth, forty users, forty-four thousand a year, term ending 30 Nov 2025. Liam asked about price and said finance like notice; Marcus deferred to Tom and promised to flag it that day.
Watch: Only about eight of forty licences are in daily use, and the price answer is still outstanding.
Themes
Current to 9 Oct 26Theme
Depot adoption, renewal notice
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 to send the usage summary and start a weekly half-page note.
- Liam Doherty to send depot names and the warehouse question within about a week.
- Marcus Bell to speak to Tom so the renewal conversation is booked.
Risks
Current to 9 Oct 26- Only around eight of forty licensed users are active on an average day, which weakens the value case.
- Price answer is outstanding and Liam does not want to learn of a change in November.
Opportunities
Current to 9 Oct 26- Depot walkthroughs and a depot dashboard each could broaden adoption.
- A depot manager's request for warehouse data may point to an extra connector.
Transcript
Marcus Bell NoneHi Liam, can you hear me alright?
Liam Doherty NoneYep, loud and clear. You're a bit echoey, mind.- Marcus Bell NoneSorry, let me move the headset. Is that better?
- Liam Doherty NoneMuch better. How's your week been? Proper Manchester weather or has it behaved?
- Marcus Bell NoneHa, the usual. Drizzle, and a delayed train on the way in, so I've only just got myself settled. How about you?
- Liam Doherty NoneBusy. A couple of the retail accounts are at their busiest stretch, so the depots are flat out and my phone hasn't stopped. Love it really, but it's been a lot.
- Marcus Bell NoneGood problem to have. Right, let me share my screen and I'll tell you what I want to cover. Can you see that?
- Liam Doherty NoneYeah, I can see the usage page.
- Marcus Bell NoneGreat. So three things. How the team's using the brain lately, anything that's been bugging you, and then a quick word on the renewal, because the term ends on 30 Nov 2025 and I'd rather talk early than late. Happy to go in whatever order suits you.
- Liam Doherty NoneUsage first. That's the bit I can take back to people.
- Marcus Bell NoneI've pulled the numbers. You've got forty licensed users, and on an average day it's around eight of them actually in there. That's up a little on the previous quarter, so it's heading the right way, just gently.
- Liam Doherty NoneEight. Right. Mm. I'd like that to be more, if I'm honest. Can we get the depots on it? That was the whole point. One view, that's the point.
- Marcus Bell NoneThat's exactly what I wanted to ask. Who's in there day to day? Is it mostly your revenue operations team, or are the depot account managers using it too?
- Liam Doherty NoneMostly my team, and a handful of the account managers at Trafford Park. The other depots dip in now and again. Some of them still go straight to the ticket queue and ring the customer, which, you know. Old habits.
- Marcus Bell NoneSure. And when people do use it, what are they using it for?
- Liam Doherty NoneMainly the account pages. Pull up a retailer and see the delivery-exception tickets next to the last few calls and the emails. That's where we spotted the contract going sour in the spring, before the customer rang us. I still tell that story whenever someone asks what it's for.
- Marcus Bell NoneI remember you telling me. Did that one stay with you in the end?
- Liam Doherty NoneIt did. We got ahead of it, sent the depot manager round, sorted. Cost us a bit of time but nothing like losing it.
- Marcus Bell NoneThat's a good one. Would you be up for me using the shape of it in a session for the depot account managers? No names, no retailer, just what happened and what the brain showed you.
- Liam Doherty NoneLove that. Yeah. Internally, absolutely. Let me just check I'm not stepping on anyone's toes before it goes anywhere wider.
- Marcus Bell NoneCourse. Now, tickets. You've had one in the last month, nothing high priority, and nothing left hanging open.
- Liam Doherty NoneYeah, that was dealt with quickly. No complaints from me there. Honestly it's been quiet, which I take as a good sign.
- Marcus Bell NoneMe too, mostly. Though I'd like quiet to mean it's working, not that nobody's looking. That's why the depot users matter to me.
- Liam Doherty NoneFair. Fair. Go on then, what would you do?
- Marcus Bell NoneTwo things. One, a short walkthrough for the depot account managers, thirty minutes each, on their own accounts. What to click, what they'll see, how it replaces the ringing round. Two, a simple weekly note from me showing who's been in and what they asked, so you can nudge people.
- Liam Doherty NoneWeekly note, yes, I'd use that. But keep it short. If it's a wall of numbers I won't read it, and the depot managers certainly won't.
- Marcus Bell NoneHalf a page. Names, how often they've been in, and the odd question that's worth knowing about.
- Liam Doherty NonePerfect. And the walkthroughs, could we do those by depot? Not everyone in one go. Half of them won't say a word in front of the others.
- Marcus Bell NoneBy depot is better anyway, we can use real accounts. Six depots, so six short sessions, or we pair a couple up if that's easier. Shall we book those in once you've told me who the keen one is at each?
- Liam Doherty NoneGive me a week, I'll come back with names. Some of them are keener than others, I'll be honest about which.
- Marcus Bell NoneThat's all I need. While I've got the screen up, the dashboards builder is part of Growth. Is anyone using that?
- Liam Doherty NoneA couple, mainly mine. I built one for the retail contracts I watch. I'd like each depot to have one of their own, really. Something they open on a Monday and it's just there.
- Marcus Bell NoneThat's a nice use of it. We could build the first one together in the walkthrough, so they see it's not hard. Then they've got something that's theirs.
- Liam Doherty NoneYeah, go on, that would help. People engage when it's their numbers on the screen.
- Marcus Bell NoneAgreed. Anything bugging you on the data side? Any connector that feels off, records that look stale first thing?
- Liam Doherty NoneNot really. It all looks fresh when I log on in the morning. One thing though. One of the depot managers asked if we could see more of the warehouse side in there. I said I'd ask you.
- Marcus Bell NoneSend me what they're after and which system it lives in and I'll have a look. I don't want to promise anything before I've checked what's possible.
- Liam Doherty NoneWill do. I'll get it to you with the names.
- Marcus Bell NonePerfect. Right, the renewal. I'll keep this light because Tom owns the commercial side and he'll be in touch properly. As it stands you're on Growth, forty users, forty-four thousand a year, order form and invoices agree, and the term ends on 30 Nov 2025, renewing on 1 Dec 2025.
- Liam Doherty NoneYeah, that matches what I've got. Is anything changing on the price?
- Marcus Bell NoneHonestly, that's one for Tom. I don't want to say something off the cuff and have it turn out wrong. He'll come to you with the detail.
- Liam Doherty NoneFine, I'm not worried. I'd just rather not find out in November. Our finance people like a bit of notice.
- Marcus Bell NoneUnderstood. I'll flag it with him today so it's in the diary well ahead. Is there anyone in finance who'll want to be in the loop?
- Liam Doherty NoneJust me for now. If that changes I'll tell you.
- Marcus Bell NoneLovely. So, to recap. I'll send you the usage summary today, and the weekly note starts next week. You'll get me names for the depots in a week or so, plus the warehouse question. And I'll speak to Tom so the renewal conversation gets booked.
- Liam Doherty NoneBrilliant. Sounds good.
- Marcus Bell NoneAnything else from your side?
- Liam Doherty NoneNo, that's me. Good to see it's heading up, even if it's slow.
- Marcus Bell NoneSlow's fine as long as it's the right direction. Thanks, Liam. Speak soon.
- Liam Doherty NoneCheers, Marcus. Speak soon.
Callsmade from