Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd: documents · 2026-02-04 16:15
Short check-in with Liam Doherty, Head of Revenue Operations. Usage has levelled out at eight or nine daily users against forty seats, the contract matches invoices, and Liam wants the value story ready before the 1 Dec 2026 renewal.
What was said
What this says
Current to 11 Oct 26Short check-in with Liam Doherty, Head of Revenue Operations. Usage has levelled out at eight or nine daily users against forty seats, the contract matches invoices, and Liam wants the value story ready before the 1 Dec 2026 renewal.
What happened: Marcus Bell reported that daily active users have stopped falling after the dip at the end of last year. A few depot managers now pull the exceptions list on Tuesdays, but most still need nagging.
Commercial: Marcus confirmed Growth, forty users, £44,000 a year, matching the order form and invoices, with nothing overdue. Renewal falls on 1 Dec 2026, and the account owner named on the call will lead the commercial side.
Customer view: Liam wants the value story ready before anyone asks. He also asked whether the brain can flag a change of tone across a retail account's calls, and Marcus promised to look into it rather than commit.
Watch: Adoption is thin, with eight or nine active users against forty licensed. A colleague mentioned slowness one morning, but no ticket was raised and Marcus saw the refresh complete on time.
Themes
Current to 9 Oct 26Theme
Adoption and renewal readiness
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 to send session times and the usage numbers by email and come back on the call-tone question.
- Liam Doherty to find a keen depot manager to show the others how they use it.
- Marcus Bell to open the renewal conversation well ahead of 1 Dec 2026 with the value story ready.
Risks
Current to 9 Oct 26- Only eight or nine of forty licensed users are active on an average day, so the value case rests on depot adoption.
- Slowness was mentioned informally but not ticketed, so any freshness or performance problem could go unseen before renewal.
Opportunities
Current to 9 Oct 26- A short how-to-ask session with the depot managers could deepen use of the brain before renewal.
- The question about tone across calls could become a use case that adds value to the Growth subscription.
Transcript
Liam Doherty NoneMarcus! Sorry, a minute late, I was stuck on another call. Can you hear me?
Marcus Bell NoneYeah, all good, afternoon Liam. No problem at all, I was just getting my screen up. How's the week been?- Liam Doherty NoneWet. Properly wet. The yard at Trafford Park looks like a lake. Otherwise fine, busy, you know how it is.
- Marcus Bell NoneSame here, it's been chucking it down since Monday. Okay. Right, let me say what I want to cover so you're not guessing. It's a short check-in, nothing formal. I've pulled the numbers since we last spoke, I want to ask how the depot rollout's going, and then see if there's anything you need from me before the next quarterly review.
- Liam Doherty NoneLove that. Go on then.
- Marcus Bell NoneSo usage first. Active users are averaging eight or nine a day over the last month. That's steady against the quarter, it's barely moved, which after the dip you had at the end of last year is a good sign. It's stopped falling. I'd say it's levelled out.
- Liam Doherty NoneYeah, I can feel that. Aisha's got her exceptions list going and a few of the depot managers have started pulling it up on Tuesdays. Not all of them. A few.
- Marcus Bell NoneThat fits what I can see. There's a small bump from people who weren't on before. Which depots?
- Liam Doherty NoneTrafford Park, as you'd expect, and a couple of the others. The rest are still, you know, I've got to keep nagging them. It's the same story. They're fine once they've done it once but nobody wants to be first.
- Marcus Bell NoneThat's common, honestly. Somebody has to go first and then it spreads. Have you tried getting one of the keen managers to show the others, rather than Aisha or you?
- Liam Doherty NoneNot properly. That's actually not a bad idea. If one of the managers says this saved me twenty minutes, they'll listen to that more than they'd listen to me.
- Marcus Bell NoneExactly. I'd happily join a call and let them do the talking. Just let me know which one.
- Liam Doherty NoneI'll sort that. Can I ask you about the seats? We've got forty. How many are actually being used? Because I'll have to answer that if anyone asks.
- Marcus Bell NoneForty licensed, and eight or nine active on an average day. More than that have logged in at some point in the month, but the daily number's the better measure. So there's room. You're nowhere near the limit, which means if the depots come on board, there's no cost implication, it's already in what you pay.
- Liam Doherty NoneRight. So it's not a case of needing more, it's more using what we've got.
- Marcus Bell NoneExactly. And the contract's unchanged. You're on Growth, forty users, forty-four thousand a year, matches the order form, matches what's been invoiced. Nothing overdue, no queries from your finance team. So it's clean.
- Liam Doherty NoneGood. That's what I wanted to hear. I did have a quick one on that. When does it come up? I know it's end of the year but I never remember the exact month.
- Marcus Bell NoneIt runs to the end of November, and it renews on 1 Dec 2026. I'll start the renewal conversation with you well ahead of that, and Tom, as the account owner, will pick up the commercial side. I won't surprise you with it.
- Liam Doherty NonePerfect. Honestly I'd rather we had the value story ready before anyone asks, same as we said before.
- Marcus Bell NoneAgreed. How did the write-up go, by the way? The account story from the end of the year?
- Liam Doherty NoneDone. I sent it to you and, ah, did you get it? I'm sure I did.
- Marcus Bell NoneI did, yes, thank you, it's really clear. It's the sort of thing I'll put at the front of the review. A retail contract, caught early, before the customer called. That's what you bought it for.
- Liam Doherty NoneThat's the point, yeah. One view.
- Marcus Bell NoneNow, anything not working? Tickets, I've not seen any, which I think is good news but I'd always rather ask.
- Liam Doherty NoneNo. Nothing. Aisha mentioned it was a bit slow one morning but it came right.
- Marcus Bell NoneShe said something similar to me. I looked at the refresh and it completed on time that morning. If it comes up again I'd like her to raise it, with the time and a screenshot, so we've got something to look at.
- Liam Doherty NoneI'll tell her. She's very polite about it, she doesn't want to bother anyone.
- Marcus Bell NoneHa, I know. She's no bother. The ticket queue's a quiet place at the moment.
- Liam Doherty NoneRight, can I throw something at you? Something I've been thinking about. The calls. We've got the call recorder connected. Is there a way of flagging retail accounts where the tone on the calls changes? Not just the exceptions, but the calls themselves.
- Marcus Bell NoneYou can ask the brain that, in chat, across the calls for a given account. As in, how have the last few calls with this customer gone? It'll give you a summary. A standing alert is more of a dashboard thing, and I'd need to look at what's possible rather than promise you something. Can I come back to you on that?
- Liam Doherty NoneSure. Even just how to ask it properly would help. I never know what to type.
- Marcus Bell NoneThat's a good one for a short session with the depot managers, actually. How to ask. I can do that, half an hour, show a few questions that work. Shall we put it in for after the next Tuesday review, so people are already on the call?
- Liam Doherty NoneYes. Let's. I'll get Aisha to tell the managers to stay on.
- Marcus Bell NoneBrilliant. So just to pull it together. I'll send you times for that session, and I'll look into the call-tone question and come back to you. You'll find me one of the keen depot managers to talk to the others, and keep an eye out for any slowness, ticket if it happens. And I'll put the usage numbers in an email today so you've got them.
- Liam Doherty NoneThat's everything. Thanks Marcus, that's been useful, honestly. Short and useful.
- Marcus Bell NoneGood. That's the aim. Okay, I'll let you get back to your lake. Speak soon.
- Liam Doherty NoneHa. Cheers, Marcus. Bye.
- Marcus Bell NoneBye, Liam.
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