Brackwell Freight Ltd / BB-Demo – Check In
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Brackwell Freight Ltd: documents · 2025-09-01 14:15
Liam Doherty accepted that active use has fallen to around five people a day against forty licences on Growth. He worries about justifying the spend at renewal. Marcus Bell proposed a short depot session and a value note.
What was said
What this says
Current to 11 Oct 26Liam Doherty accepted that active use has fallen to around five people a day against forty licences on Growth. He worries about justifying the spend at renewal. Marcus Bell proposed a short depot session and a value note.
What happened: Marcus Bell reported around five people active a day on forty licensed users, lower than last quarter. Records load nightly, connectors are fine and there are no tickets, so this is a use problem, not a fault.
Customer view: Liam Doherty says depot managers drifted back to calling him or using spreadsheets. He values seeing delivery-exception tickets beside recent calls, and admits he has used chat like a filing cabinet.
Commercial: Marcus stated Growth at forty-four thousand a year, fully invoiced and nothing overdue, with the contract running to 2025-11-30 and renewing on 2025-12-01. Liam wants a straightforward yes in December but needs use to justify it.
Watch: The two retail cases are only in Liam's head. He will send a cleaned-up user list, so the true licensed base may be smaller.
Themes
Current to 9 Oct 26Theme
Low use before renewal
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 Liam Doherty depot session slots by end of the next day.
- Liam to send a cleaned-up user list by end of the following week, plus the names of the retail contracts.
- Marcus to write a plain value note for Liam and brief Tom on the usage picture before the renewal.
Risks
Current to 9 Oct 26- Around five people active a day on forty licensed users makes the value hard to defend at the December renewal.
- Quiet with no tickets and no complaints suggests people have stopped bothering, not that things are fine.
- The value cases sit in Liam's head and are undocumented, and he has not pushed the depots himself.
Opportunities
Current to 9 Oct 26- Short video sessions for depot account managers built on their own data could rebuild habit.
- Copyable cross-system questions in chat could lift questions asked beyond pages and search.
Transcript
Marcus Bell NoneHi Liam, can you hear me alright? I've got you on screen but I'm not getting any sound yet.
Liam Doherty NoneYeah, got you now. Afternoon, Marcus. Sorry, I was on mute, classic. How's your week been?- Marcus Bell NoneNot bad, bit manic. It's been raining sideways in Manchester since lunch. You?
- Liam Doherty NoneSame. Trafford Park is basically a lake. Half the drivers are in late and I've had three depot managers ringing me about the same thing. Anyway, go on, what are we looking at?
- Marcus Bell NoneRight, I'll share my screen. So what I want to cover today is a proper check-in. Usage first, I've pulled the numbers. Then anything getting in your way. And then a quick word on December so the renewal doesn't sneak up on either of us. Can you see that?
- Liam Doherty NoneYep, I can see it. Go for it.
- Marcus Bell NoneOkay. So you've got forty licensed users on Growth. Over the last month we're averaging around five people actually active in a day. And that's noticeably lower than last quarter, it's come down quite a bit.
- Liam Doherty NoneMm. Yeah. That's not great, is it.
- Marcus Bell NoneI'm not saying it's a disaster, I just wanted you to see it from me before you saw it anywhere else. The thing I can't tell from the numbers is why. Records are still loading every night, connectors are fine, no tickets at all from your side. So it isn't broken, it's more that people aren't coming.
- Liam Doherty NoneRight. No, that tracks, to be honest. Nobody's complained to me either. It's quiet. And quiet is the problem, isn't it, quiet means they've stopped bothering.
- Marcus Bell NoneThat's about what I was thinking. Who's still in there day to day, from what you can see?
- Liam Doherty NoneMe, mostly. A couple of the account managers from the bigger retail contracts. The rest of the depot lot, honestly, they've drifted back to ringing me or just opening their spreadsheets. Old habits. I did say to them, one view, that's the point, but you know what it's like at peak.
- Marcus Bell NoneYeah. And that's what I see in a lot of accounts, the first push goes well and then the day job takes over. Can I ask, when you do use it, what are you using it for?
- Liam Doherty NoneThe thing I love is pulling an account up and seeing the delivery-exception tickets next to the last few calls. That's what I bought it for. Spotting a retail contract going wobbly before the customer rings us. I did that twice over the summer and it was properly useful.
- Marcus Bell NoneGood. That's the bit I want to build on, because that is the value. Do the depot managers know that's what it does? Or do they think of it as a reporting thing?
- Liam Doherty NoneHmm. Fair question. Probably the second one. We ran a session when it went in, and it was a lot, and then nothing after that. And people have moved around since, so some of them never saw it at all.
- Marcus Bell NoneOkay, that's helpful. So that's a gap I can actually do something about. What if we ran a short session, maybe two, aimed squarely at the depot account managers? Not a tour of everything. Just the one job, which is checking an account before you ring the customer.
- Liam Doherty NoneCan we get the depots on it? Yes. Love that. Though the problem is getting them in a room. Trafford Park is easy, the other five depots are all over the shop.
- Marcus Bell NoneIt can be on a video call, I don't need a room. Shall we say thirty minutes, lunchtime or first thing so it doesn't eat their day? Thirty minutes is about the limit anyway before people start looking at their phones.
- Liam Doherty NoneThirty minutes I can sell. An hour I couldn't. First thing is better, before the vans go out.
- Marcus Bell NoneFirst thing, then. Would it help if I came with an example from your own data? I can find an account where the tickets and the calls tell a story and walk them through it.
- Liam Doherty NoneYes, please. Real is better than a demo. They switch off the minute it looks like a demo.
- Marcus Bell NoneUnderstood. Right, second thing. Is there anyone on the list of forty who shouldn't be on it any more? People who've moved, or changed role? Because if we tidy that up we can see a truer picture and I can put it in the report properly.
- Liam Doherty NoneProbably. I'd have to go through it. There'll be a handful who've gone or moved to something else. I'll send you a list, give me a few days.
- Marcus Bell NoneNo rush, end of next week would be great. And no pressure, I'm not trying to make the number look better. I just don't want to be talking to you about forty people when really it's a smaller group.
- Liam Doherty NoneNo, understood. That's fair. Though if I'm honest, Marcus, I'm a bit worried about how this looks. Come December, somebody's going to ask me what we're getting for the money, and a number that says five people a day isn't a nice answer.
- Marcus Bell NoneYeah, I hear you, and that's actually why I wanted to do this now rather than in November. Two things I'd like to have in hand by then. One, more people using it. Two, a short note for you that says in plain words what it's been used for and what it's caught. Something you can show whoever asks.
- Liam Doherty NoneThat'd be brilliant. Because the two cases I mentioned, the retail contracts, that's real money, but it's all in my head. I haven't written any of it down.
- Marcus Bell NoneWell, that's one for us to do together. If you can tell me which accounts and roughly when, I can find the calls and tickets behind them and put together the picture. You tell me what happened, I'll go and prove it from the data.
- Liam Doherty NoneOkay. Yeah. Let me think back and I'll send you the names. One was a grocery contract, I'm pretty sure. I'll dig it out.
- Marcus Bell NonePerfect. Can I ask about questions, as well? The brain side of it, people asking it things in chat. That's the number I look at most, and it's been thin. Is chat something you use, or is it mostly pages and search?
- Liam Doherty NoneMostly pages, if I'm honest. I know chat's there. I ask it the odd thing. But I tend to go and look rather than ask.
- Marcus Bell NoneThat's pretty common. And it's not wrong. But the people who get the most out of it tend to ask it the awkward cross-system questions, the ones that would normally take a morning in spreadsheets. Like, which of our biggest accounts have had delivery exceptions and an unhappy call in the same month.
- Liam Doherty NoneAh. That's exactly the question I'd want. Okay. Right. I've been using it like a filing cabinet.
- Marcus Bell NoneWhich is fine, nothing wrong with a filing cabinet. But we can show the depots the other thing. I'll put a few of those questions in the session so they've got something to copy.
- Liam Doherty NoneLove that. Copyable questions. They'll go for that.
- Marcus Bell NoneOkay. Anything that's frustrating you, as opposed to just not getting used? Sources, speed, anything you wish it did?
- Liam Doherty NoneNot really. It's fine. The data's there in the morning, which is the main thing. If anything I'd say the problem is on my side. I haven't pushed it. I've been flat out and I haven't gone round the depots like I said I would.
- Marcus Bell NoneWell, you've got a lot on. That's what I'm here for, so let me take some of that off you. If I do the session, and I write the note, that leaves you with just getting people to turn up.
- Liam Doherty NoneThat I can do. I'll ask the managers to put it in the diary. Is next week too soon?
- Marcus Bell NoneNot at all. I'll send you a couple of slots by end of tomorrow and you can pick whichever suits the depots.
- Liam Doherty NoneSorted. Right, so, December. What's the position on that?
- Marcus Bell NoneSo, you're on Growth, forty-four thousand a year, fully invoiced, nothing overdue, so on the money side you've been spot on. The contract runs to 30 Nov 2025 and renews on 1 Dec 2025. Tom looks after the commercial side, so he'll be in touch about the renewal itself, and I'll make sure he's got the usage picture.
- Liam Doherty NoneOkay. And that's the same number? Forty-four?
- Marcus Bell NoneThat's what's on the order form today. Anything about the renewal price is Tom's to confirm, I don't want to guess at it. But I'd rather you hear it from him with the paperwork in front of him.
- Liam Doherty NoneFine. No, that's fair. I'll be honest, I want it to be a straightforward yes in December. I just need the use to be there to justify it.
- Marcus Bell NoneAnd that's the plan. If we get the depot managers using it this autumn and you've got the note written, I think you'll have a decent story. Whatever the numbers do, I'll tell you straight where it's landing.
- Liam Doherty NoneI appreciate that. Who else needs to be in the loop on your side?
- Marcus Bell NoneJust Tom and me. On yours, is it you who signs it off, or is there someone above you who'll want to see the numbers? Because if there is, I'd want them to see the same summary.
- Liam Doherty NoneIt'd go through me first, then finance. Our payables team handles the invoices, and there's a purchase order, so that would be raised from here. I'll flag it early so nobody's chasing in the last week.
- Marcus Bell NoneThat would help a lot. Thanks. So, to recap. I'll send you slots for the depot session by end of tomorrow. You send me the cleaned-up user list by end of next week and the names of those retail contracts when you can. I'll build the note, and I'll brief Tom.
- Liam Doherty NoneThat's it. And I'll have a go at getting the depot managers to try the chat before the session. Even just once.
- Marcus Bell NoneBrilliant. Even one question each would be a good start. Is there anything else you wanted to raise before we finish? We've got a bit of time.
- Liam Doherty NoneNo, I think that's the lot. Actually, one thing. If I get someone new in the team, can I bring them to the session as well? I might be adding a person to rev ops.
- Marcus Bell NoneOf course. Bring them. Actually, that's a good shout, a new person is the best test of whether the walkthrough makes sense. Send me their name when you know and I'll make sure they're set up before the session.
- Liam Doherty NoneWill do. Cheers, Marcus. This was more useful than I thought it'd be, if I'm honest.
- Marcus Bell NoneGlad to hear it. I'll get that email out tomorrow. Enjoy the rest of the week, and keep dry.
- Liam Doherty NoneHa, I'll try. Speak soon. Cheers.
- Marcus Bell NoneThanks, Liam. Bye.
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