Brackwell Freight Ltd / BB-Demo – Qbr
Callcompleted
Brackwell Freight Ltd: documents · 2025-10-03 12:45
Quarterly review with Liam Doherty. He is content to renew on Growth and says the brain delivers value. Only about a fifth of the forty licences are in use, and he wants the depot managers on it.
What was said
What this says
Current to 11 Oct 26Quarterly review with Liam Doherty. He is content to renew on Growth and says the brain delivers value. Only about a fifth of the forty licences are in use, and he wants the depot managers on it.
What happened: Marcus Bell took Liam Doherty through usage, questions, tickets and the renewal. The term ends 30 Nov 2025 and renews from 1 Dec 2025, with Marcus saying the plan is to carry on as is.
Customer view: Liam will not fight the renewal because they are getting value. His finance director will ask what they get for it, so he needs something to show him.
Commercial: Growth, forty users, invoiced at forty-four thousand for the year. Liam asked whether the price changes. Marcus left exact terms to Tom and the call does not show a confirmed answer.
Watch: Usage is eight or nine people a day, mostly revenue operations, and a big share of questions come through Liam's login. Only one other admin is thought to exist, so key-person risk is real.
Themes
Current to 9 Oct 26Theme
Growth renewal and depot adoption
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 sends the saved-page slot today and the QBR summary by the end of next week.
- Liam Doherty sends favourite questions, the retailer example and the depot manager list.
- Tom contacts Liam with the renewal paperwork before the term ends on 30 Nov 2025.
Risks
Current to 9 Oct 26- A large share of questions come through Liam's login, so value hangs on one person.
- His finance director will ask what the subscription delivers and Liam needs evidence to show him.
- Price confirmation was left open, so the renewal paperwork may raise a question.
Opportunities
Current to 9 Oct 26- Depot managers at five depots have not logged in and could use the brain with their own customers.
- Plenty of the forty Growth licences are free, and the dashboards builder can give each depot a simple view.
Transcript
Marcus Bell NoneHi Liam, can you hear me alright? I've just joined, give me a second and I'll share my screen.
Liam Doherty NoneYeah, loud and clear. Afternoon, Marcus. Sorry, I've got a sandwich in one hand, bear with me.- Marcus Bell NoneNo problem at all, it's only just gone quarter to one, you're allowed lunch. How's the week been?
- Liam Doherty NoneBusy. Friday, thankfully. We had a couple of the retail customers in the building on Wednesday for their reviews, so I've been out on the warehouse floor more than at my desk. Love that, honestly, but my inbox doesn't.
- Marcus Bell NoneHa, I know that feeling. Right, so what I want to cover. This is the quarterly review, so I've pulled the numbers on usage, then a look at what people have been asking the brain, then the renewal, because the term ends on 30 Nov 2025, and then anything you want to raise. Does that work?
- Liam Doherty NoneWorks. Can I add one thing at the end? Depots. It's always depots.
- Marcus Bell NoneHa, yes, we'll leave proper time for that. Okay, can you see my screen? It should be the usage overview.
- Liam Doherty NoneYep. I've got the chart with the blue line going up a bit.
- Marcus Bell NoneThat's the one. So, active users. Over the last quarter we're up a touch, nothing dramatic, a few percent on the quarter before. On an average day you've got eight or nine people in there, against forty licensed.
- Liam Doherty NoneEight or nine of forty. Yeah. I know. I look at that number and I wince a bit.
- Marcus Bell NoneI wouldn't wince, it's steady and it's moving the right way. But I'll be straight with you, the headroom is the story. You've paid for forty and you're using about a fifth of it.
- Liam Doherty NoneWhich is exactly my point about the depots. The account managers at the depots, they live in the delivery-exception tickets and they ring the retailers, and they've got no idea what was said on the last three calls with that customer. One view, that's the point. That's what we bought it for.
- Marcus Bell NoneRight. And who's in there at the moment, from what I can see, is mostly your revenue operations team and a handful of account managers. Is that fair?
- Liam Doherty NoneThat's fair. Me and my team, mainly, plus the two or three account managers who got it early because they were nosy.
- Marcus Bell NoneNosy is good. Those are the ones who'll bring the others along. Can I show you the questions side?
- Liam Doherty NoneGo on.
- Marcus Bell NoneSo this is what's been asked. Question volume is healthy, similar to the quarter before. What I notice, and I don't say this as a criticism, is that a big share of the questions come through your login. Which is fine while you're here, I just want to be careful it's not all hanging off one person.
- Liam Doherty NoneYeah, no, fair. I've been the one asking because I wanted to show people it worked. Bit of a show-and-tell. I should probably be getting out of the way a bit.
- Marcus Bell NoneNot out of the way, just not alone. What kind of questions are you asking, mostly? I'd like to show the depot managers the useful ones.
- Liam Doherty NoneMostly which retail contracts have gone quiet. Customers who've had a run of delivery exceptions and then stopped talking to us. Or the opposite, someone's complaining on a call and nobody's raised a ticket. I want to see that before the customer rings me. Love that it can join those up.
- Marcus Bell NoneThat's a really good one to show, actually, because it's the one that lands with someone who's never used it. Could you send me three or four of the questions you actually use? Then I can put them on a single page.
- Liam Doherty NoneYeah, I can dig them out of the history. Is there a way to share them as a saved page, so people just click?
- Marcus Bell NoneThere is, pages are in your plan, and I can set one up with you. Shall we book half an hour for that? Then you'd have something to put in front of the depot managers.
- Liam Doherty NoneYes. Do it. Maybe the week after next, when the retail reviews have calmed down.
- Marcus Bell NoneI'll send something over today. Okay, tickets. Nothing to report, really. No tickets in the last month, and nothing high priority, so nothing that needed us to jump on it.
- Liam Doherty NoneGood. That's either good or nobody's using it.
- Marcus Bell NoneHa. A bit of both, probably. What I can see on the data side is that it's still coming in fine, so the brain's up to date and I've not seen anything stalled on the connectors.
- Liam Doherty NoneLove that. Nobody's complained to me about stale stuff either, and they'd tell me.
- Marcus Bell NoneAnd invoicing, nothing overdue, so finance is happy on your side and ours. Which brings me to the renewal.
- Liam Doherty NoneGo on. I did wonder when we'd get here.
- Marcus Bell NoneSo your term ends 30 Nov 2025 and it renews from 1 Dec 2025. You're on Growth, forty users, invoiced at forty-four thousand for the year. As far as I'm concerned the plan is you carry on as you are. I'm not the one to talk numbers, that sits with Tom, he'll come back to you with the paperwork. I just wanted you to hear it from me first.
- Liam Doherty NoneOkay. Does the price change, or is it the same?
- Marcus Bell NoneI don't want to quote you wrong, so I'll leave the exact terms with Tom. What I can say is I've not seen anything that says it's moving, but let him confirm it in writing.
- Liam Doherty NoneFine. I'm not going to fight it, we're getting value. It's just my finance director will ask what we get for it, so I need something I can show him.
- Marcus Bell NoneThat's fair, and that's what the QBR summary is for. I'll put the usage, the questions and the retail contracts you flagged into one document. If you can give me an example or two where the brain caught something early, it makes it real.
- Liam Doherty NoneThere's one. A retailer we were about to lose some volume from, we saw it in the calls and the exceptions before they said anything. I'll write it up properly, I don't want to hand you half a story.
- Marcus Bell NoneBrilliant. That's worth more than a chart. Okay, your depots, what do you need?
- Liam Doherty NoneRight. Five depots outside Trafford Park. The managers at each, they don't log in. They think it's a head-office tool. Can we get the depots on it? A short session, remote, each depot with their own customers up on screen.
- Marcus Bell NoneHappy to jump on a call with them. How long would they give us, half an hour?
- Liam Doherty NoneHalf an hour is about right. Any longer and they'll be on their phones.
- Marcus Bell NoneHa. Okay, so my suggestion: you send me the list of depot managers and which customers each one looks after, I'll set up one session per depot, and I'll make sure each of them sees their own customers, not a generic demo.
- Liam Doherty NonePerfect. Do they need new logins? I don't want to be waiting on an admin.
- Marcus Bell NoneYou've got plenty of licences free, so it's only a matter of adding them. I'll check who your admins are and we'll get it done before the sessions, so nobody's waiting.
- Liam Doherty NoneOkay. I think it's me and one other, I'll ask around.
- Marcus Bell NoneRight, and that's worth tidying too. A second admin in case you're out. Not urgent.
- Liam Doherty NoneTrue. I'll look at that.
- Marcus Bell NoneAnything else on your side? Anything that's frustrating you about the brain?
- Liam Doherty NoneHonestly, no. One thing, I'd like the dashboards a bit tidier, the depot managers will want something simple, a single page with their numbers. But that's the session, isn't it.
- Marcus Bell NoneIt is. Dashboards are in Growth, so we can build one per depot or one with a filter, we'll see which they prefer. I'd lean towards one with a filter, less to maintain.
- Liam Doherty NoneYeah. One view, that's the point.
- Marcus Bell NoneRight, so to recap. I send you the half-hour slot for the saved page today, and the QBR summary by the end of next week. You send me your favourite questions, the retailer example and the depot list. Tom gets in touch about the renewal paperwork before the term ends on 30 Nov 2025. Did I miss anything?
- Liam Doherty NoneThat's it. And I'll let Tom know I'm happy to carry on, so he's not chasing me.
- Marcus Bell NoneThat'd help. Thanks, Liam. Enjoy the rest of your sandwich.
- Liam Doherty NoneHa, will do. Cheers, Marcus. Speak soon.
- Marcus Bell NoneCheers. Bye for now.
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