Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd: documents · 2026-02-25 15:00
Liam Doherty is content with the nightly refresh and wants the depots on the brain. He needs a concrete value case for the board before the Growth renewal at the end of November, and flagged a possible change to exception logging.
What was said
What this says
Current to 10 Oct 26Liam Doherty is content with the nightly refresh and wants the depots on the brain. He needs a concrete value case for the board before the Growth renewal at the end of November, and flagged a possible change to exception logging.
What happened: Marcus Bell ran a routine check-in on 25 Feb 2026 with Liam Doherty. Usage is steady, with eight or nine people active against 40 licensed seats, and no tickets in the last month.
Customer view: Liam says the nightly refresh has been fine. His main wish is to move depot account managers from occasional lookups to a daily habit, and he does not want the board asking why seats sit idle.
Commercial: Brackwell is on Growth at £44,000, running to the end of November. Liam wants a concrete value case first, and has one retailer story to write up.
Watch: Liam is considering changing how depots log delivery exceptions, with nothing decided. A source change is the usual trigger for a connector to stop loading unnoticed.
Themes
Current to 9 Oct 26Theme
Depot adoption and renewal case
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 build a depot dashboard template with Liam, starting with Trafford Park.
- Liam to send Marcus a rough written story for the board and to warn him before the exception logging changes.
- Marcus to send a list of licensed users with last activity and book thirty minutes the following week.
Risks
Current to 9 Oct 26- Only eight or nine of 40 licensed seats are active, so the board may question what the subscription is paying for.
- A change to how depots log delivery exceptions could stop a connector loading without anyone noticing.
- Depot adoption is uneven: Trafford Park is keen while a couple of other depots barely use it.
Opportunities
Current to 9 Oct 26- Per-depot dashboards on the Growth tier could turn occasional lookups into a daily habit.
- Liam's retailer story about exception tickets climbing is a ready example for a board-ready value case.
Transcript
Liam Doherty NoneHello, hello. Can you hear me alright? I've got the headset on this time, so if I sound like I'm in a tin, tell me.
Marcus Bell NoneNo, you're coming through fine. Afternoon, Liam. Sorry, I was a minute late joining, I was stuck on another call that ran over.- Liam Doherty NoneNo bother, I was only just sat down myself. We've had a day. Half the depot managers are in for the week, so the building's full of people asking me where the good biscuits are.
- Marcus Bell NoneHa. Well, I'll try to keep this quick so you can get back to them. It's only a check-in, nothing heavy. Let me share my screen, hang on.
- Liam Doherty NoneGo for it.
- Marcus Bell NoneRight, can you see the usage summary? I've pulled the numbers for the last few weeks. What I want to cover is how usage looks, whether anything's bugging you, and then what you want to do with the depots. Does that work?
- Liam Doherty NoneYeah, love that. That's pretty much my list as well, so we're aligned for once.
- Marcus Bell NoneGood. So, the headline first. Active users are steady, and up a bit on the previous quarter. We're averaging somewhere around eight or nine people active in a given month, which is a healthy direction, nothing dramatic.
- Liam Doherty NoneEight or nine. Out of forty seats.
- Marcus Bell NoneOut of forty licensed, yes. I'm not going to dress that up, there's a lot of headroom. But it's moving the right way, and it's the people who matter. Your revenue ops team are in there daily, and a few of the depot account managers are coming in regularly.
- Liam Doherty NoneRight. That's what I wanted to talk about, actually. Can we get the depots on it? Because at the moment it's me and my lot living in it, and the account managers at the depots are dipping in and out.
- Marcus Bell NoneMm. Which depots are the keenest, from what you've seen?
- Liam Doherty NoneTrafford Park, no question. They're on the doorstep, I can go and stand behind them. The other five are a mixed bag. A couple are really good, a couple I'd say they know it exists and that's about it.
- Marcus Bell NoneThat matches what the numbers show, to be fair. Here, look, you can see the questions asked by month. There's a decent bump coming from a small group and then a long tail of people who ask one or two things and stop.
- Liam Doherty NoneThe long tail's the bit I want to fix. What are the ones who stop actually asking? Do you know?
- Marcus Bell NoneFrom the history, a lot of it's one-off lookups. Someone wants to know the state of a retailer account before a call, they ask, they get an answer, and then they don't have a reason to come back until the next time. That's not a failure, it's just not a habit yet.
- Liam Doherty NoneHabit. Yeah. One view, that's the point. I want them opening it first thing, not when they're panicking.
- Marcus Bell NoneSo one idea, and tell me if it's daft. You've got the dashboards builder on your tier. If the depot managers had one page each that showed their own accounts, the delivery-exception tickets and the latest calls together, that's something they'd open on a Monday morning without being asked.
- Liam Doherty NoneNot daft at all. That's basically the pitch I gave the board in the first place. At-risk retail contracts, spotted early, before the customer rings us up shouting.
- Marcus Bell NoneExactly. I can do a bit of work on a template with you. Same layout for each depot, filtered to their own accounts, so you're not building six of them from scratch.
- Liam Doherty NoneWould that take long?
- Marcus Bell NoneThe first one, an hour or so together. Then it's copying and changing the filter. I wouldn't want to promise more than that until we've looked at what the data's like for each depot.
- Liam Doherty NoneFair. Because the exception tickets are messier at some depots than others. One of them logs everything in free text, God help us.
- Marcus Bell NoneRight, which is useful to know. So the dashboards for that one might need a bit of tidying before they're worth much. Shall we pick that depot last?
- Liam Doherty NoneYeah, leave them till last. Start with Trafford Park and the two good ones.
- Marcus Bell NoneDone. I'll note that. Now, anything else bugging you? I looked and there's nothing open on the helpdesk, no tickets in the last month at all, which is either very good or very quiet.
- Liam Doherty NoneI'd say very good. Honestly, the nightly refresh has been fine. I've had no morning where the numbers looked off. And I'd tell you, I'm not shy.
- Marcus Bell NoneYou're not, no. And the connectors are all loading, records are going up week on week, so the source systems are behaving.
- Liam Doherty NoneGood. Although, one thing. We're thinking about changing how the depots log delivery exceptions. Nothing's decided, it's a conversation with the operations director at the moment.
- Marcus Bell NoneOkay, that's worth flagging early. If the source system changes, that's usually when a connector stops loading, and nobody notices until the numbers go flat. Could you give me a heads-up before it actually goes ahead?
- Liam Doherty NoneCourse. I'll copy you in. I'd rather you were in the room than finding out afterwards, I've done properly handovers my whole career, I'm not starting now.
- Marcus Bell NoneAppreciated. And if it does change, we can check the connector together on the same day, rather than waiting a week to see if the records have moved.
- Liam Doherty NonePerfect.
- Marcus Bell NoneRight, on to something a bit different. The contract. You're on Growth at forty-four thousand a year, and it runs to the end of November. So there's a way to go yet, but I'd like us to be talking about renewal in a sensible way, not a rush in the autumn.
- Liam Doherty NoneYeah. Who's handling that, you or Tom?
- Marcus Bell NoneTom looks after the commercial side, price and terms. I'm there for adoption and for making sure you've got a clear picture of what you're getting. I'll be doing the formal notice nearer the time, but I wanted you to hear it from me first.
- Liam Doherty NoneSure. Honestly I'd want to show the board something concrete before then. Not just a feeling that people like it.
- Marcus Bell NoneThat's the right instinct. A value case, with actual examples. Contracts you spotted early, how long it used to take to pull an account picture together. If you've got a couple of stories from the depots I can help turn them into something the board will read.
- Liam Doherty NoneI've got one already. A retailer account where we saw the exception tickets climbing and got the account manager to ring them before they rang us. I'll write it down properly.
- Marcus Bell NoneBrilliant. Send me the rough version, doesn't need to be pretty. I'll find the matching usage in the brain so it's backed up.
- Liam Doherty NoneWill do. By the end of next week, say?
- Marcus Bell NoneThat'd be great. Don't stress if it slips, there's plenty of time.
- Liam Doherty NoneRight. Is there anything on your side? Anything new coming that I should know about?
- Marcus Bell NoneNothing I can speak to with any certainty, and I don't want to promise things I can't deliver. If something lands that's relevant to you, I'll tell you straight away.
- Liam Doherty NoneFair enough. I prefer that, to be honest.
- Marcus Bell NoneSo, to recap before I let you go. One, I'll set up the depot dashboard template with you, starting with Trafford Park. Two, you'll let me know before the exception logging changes. Three, you'll send me a rough story or two for the board. Have I missed anything?
- Liam Doherty NoneThat's it. Oh, and I need to look at who's got seats and isn't using them. Forty seats and eight or nine active, I don't want the board asking why we're paying for ghosts.
- Marcus Bell NoneGood shout. I'll send you a list of licensed users with their last activity, so you can see who to nudge and who to give a seat to someone else. Shall we book thirty minutes next week to go through it?
- Liam Doherty NoneYes please. Afternoon again, if you can, mornings are carnage.
- Marcus Bell NoneAfternoon it is. I'll send an invite in a bit.
- Liam Doherty NoneBrilliant. Thanks, Marcus. Speak soon.
- Marcus Bell NoneThanks, Liam. Cheers, speak soon.
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