Brackwell Freight Ltd / BB-Demo – Qbr
Callcompleted
Brackwell Freight Ltd: documents · 2026-04-01 10:30
Active users and questions asked are up and the data is fresh. Liam Doherty and new admin Aisha Rahman want depot training and a board-ready story before the Growth renewal at the end of November.
What was said
What this says
Current to 10 Oct 26Active users and questions asked are up and the data is fresh. Liam Doherty and new admin Aisha Rahman want depot training and a board-ready story before the Growth renewal at the end of November.
What happened: Marcus Bell ran the quarterly review on 1 Apr 2026 with Liam Doherty and Aisha Rahman, who now does much of the day-to-day work. Active users are up by around a fifth, questions asked are up on the quarter and the same period last year, and all connectors are loading.
Customer view: Liam says the brain now shows accounts, tickets and calls together. The gap he names is the depots.
Commercial: Brackwell is on Growth at £44,000 with 40 licensed users, running to the end of November. Marcus will send formal notice and Tom will lead the price conversation.
Watch: Most questions come from a small group, mainly Liam and Aisha. That is a key-person risk.
Themes
Current to 9 Oct 26Theme
QBR adoption and renewal value
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 book an admin session with Aisha covering permissions and connectors.
- Liam and Aisha to confirm the managers' meeting date so Marcus can prepare a short depot training slot.
- Aisha to set up a shared note of value examples and time the Tuesday review for a couple of weeks.
Risks
Current to 9 Oct 26- Questions come mainly from Liam and Aisha, so usage would dip quickly if either were away.
- The board expects a clear case for £44,000 before the renewal at the end of November.
- A possible change to depot exception logging is parked, not ruled out, and could break a connector.
Opportunities
Current to 9 Oct 26- A short depot managers' training slot and a one-pager could widen use across the depots.
- Forty licensed seats against eight or nine active leaves room to absorb the depots without extra cost.
Transcript
Marcus Bell NoneMorning, Liam. Morning, Aisha. Can you both hear me?
Liam Doherty NoneLoud and clear. Morning. I'm in the small meeting room, so if somebody barges in, ignore them.
Aisha Rahman NoneMorning, yes, I can hear you. Sorry, I'm just getting my camera working, one second. I've tried switching it off and on again already, so I'll just stay on audio if it doesn't sort itself out.- Marcus Bell NoneNo worries at all, audio's fine. Good to have you both. I know the diary's tight so I'll try to keep this focused.
- Liam Doherty NoneTake as long as you need, we've got a full hour blocked. Aisha's joining because she's doing more of the day-to-day on the brain now, so I want her in on this.
- Marcus Bell NoneGreat, that's really useful. Right, let me share my screen. Can you see the deck? It's mostly numbers and a couple of pictures.
- Aisha Rahman NoneYes, I can see it. Just flagging, it's a little small on my side, but I can read the headings.
- Marcus Bell NoneI'll zoom in. Better? Okay. So what I want to cover is the last quarter in terms of use and value, then the things you've built, then what's next. And at the end I'd like you to tell me what you'd actually want from the next quarter, rather than me guessing.
- Liam Doherty NoneLove that. Go.
- Marcus Bell NoneSo, the first slide. Active users. Against the previous quarter, active users are up by around a fifth, which is a strong move. You're averaging between eight and nine people active across the month.
- Liam Doherty NoneThat's good. Last time I think you said it was a bit lower, and I'd been worried it was just me and my team.
- Marcus Bell NoneIt's still a core group, I'll be honest, but it's widening. If you look at the chart, there are a few new names in the last six weeks or so. Depot account managers, mostly.
- Liam Doherty NoneThat'll be the dashboards. We did the depot pages and Trafford Park jumped on them straight away.
- Aisha Rahman NoneCan I add something? The pages for the other depots, I've been showing a few of the managers how to open them. I wasn't sure if that was the right thing to do, but a couple of them said they hadn't realised it was there.
- Marcus Bell NoneAisha, that's exactly the right thing to do. Honestly, that kind of hands-on showing is what turns a one-off lookup into a habit. Thank you.
- Aisha Rahman NoneOh. Okay. Good. I just didn't want to step on anyone's toes.
- Liam Doherty NoneYou're not stepping on anything. I'd rather you did it than me, they listen to you more.
- Marcus Bell NoneRight, moving on. Questions asked. Same story, it's up on the previous quarter, and if I compare to the same period last year there's a decent increase as well. It's the best single measure of whether people are getting value, so I'm pleased with that.
- Liam Doherty NoneWhat are people asking? Do you have a view of that?
- Marcus Bell NoneBroadly, three kinds. Questions about a particular retailer account, so what's the state of play, what's been said on recent calls. Questions about delivery exceptions, what's open, what's repeating. And a smaller number that are really operational, the sort of thing you'd have asked on a Tuesday in the review.
- Aisha Rahman NoneThat last one's mine, mostly. I use it before the Tuesday review to check the figures are right. It saves me going into three different places.
- Liam Doherty NoneOne view, that's the point. That's literally why we bought it.
- Marcus Bell NoneWhich brings me to something I want to be a bit careful about. A lot of the questions come from a small group. Liam, you're one of the biggest askers, and Aisha's catching up. That's fine now, but it means if either of you were away or got pulled onto something else, the numbers would dip quickly.
- Liam Doherty NoneYeah. I take the point. I've been trying to spread it. It's why Aisha's in this call.
- Marcus Bell NoneAnd I think that's the right move. So one of the things I'd like us to talk about later is making sure at least a few depot people are asking regularly, not just occasionally.
- Liam Doherty NoneAgreed. Keep going.
- Marcus Bell NoneNext, the data side. Connectors are all loading and records indexed keep going up week on week, so the brain's fresh. There's no flat line anywhere on this chart, which is what I look for.
- Aisha Rahman NoneIs it me or does the call recording one go a bit quiet over weekends? I noticed there are fewer new records on Sundays.
- Marcus Bell NoneThat's just calls. People don't have as many on a Sunday. If a source stops altogether you see it go flat for days, not a dip at the weekend. But good spot, and keep asking questions like that.
- Aisha Rahman NoneOkay. Thanks. I wasn't sure if it was worth raising.
- Marcus Bell NoneAlways worth raising. Which links to tickets. There's been one ticket in the last month, and it's closed. No high-priority ones at all. Does that match how it feels on your side?
- Aisha Rahman NoneYes. That was mine, actually. I'd tried a couple of things first and then I raised it, and it came back sorted pretty quickly. I've attached a screenshot to it, so hopefully that helped.
- Marcus Bell NoneIt did, I saw it. Clear ticket, easy to follow. If they were all like that I'd be out of a job.
- Liam Doherty NoneHa. Honestly the quiet's a good sign for us. When it's broken, Aisha tells me within the hour.
- Aisha Rahman NoneWell, I try to check before I say anything. I don't like guessing at what's gone wrong.
- Marcus Bell NoneWhich is exactly what you should do. Okay, so that's the data picture. Let me go to the part I think is most interesting, which is what you've built.
- Marcus Bell NoneYou've got a set of dashboards in there now. Depot pages, an at-risk contracts view, and one that Aisha built for the Tuesday review. The number of dashboards built is a decent signal of investment, it shows you're putting real work into this and not just poking at it.
- Liam Doherty NoneThe at-risk one is my favourite. We've caught a couple of things early because of it. I wrote one of them up for you ages ago, did you ever get that?
- Marcus Bell NoneI did, and thank you. It's a good story. A retailer account where the exception tickets were climbing and your account manager rang them before they rang you. I've kept it, and I'd like to use it properly.
- Liam Doherty NoneUse it how?
- Marcus Bell NoneTwo ways. One, when it's time to talk about renewal, you'll want something concrete to show your board, and that's a clear example. Two, I'd like to find out whether other depots are sitting on similar stories, because that's what makes the case stronger than just one anecdote.
- Liam Doherty NoneMakes sense. I can ask round the depots. They'll all have a bit of a tale if I ask the right way.
- Aisha Rahman NoneI could ask them as well. Some of them reply to me quicker than to Liam, to be honest.
- Liam Doherty NoneThat's because I only email when I want something.
- Marcus Bell NoneRight, so that's a plan. Aisha, would it be worth the two of us setting up something where you jot down examples as they come up? Even a shared note. It doesn't have to be smart.
- Aisha Rahman NoneI could do that. Where would I keep it? Just so I don't put it somewhere it won't be found.
- Marcus Bell NoneWherever you already keep your team's notes. Honestly, the best place is the one you'll actually use. If you tell me where, I'll check in on it every so often.
- Aisha Rahman NoneOkay, I'll set it up this week and send you the link.
- Marcus Bell NonePerfect. Now, let me pause there. How are you both feeling about where things are? Not the numbers, just generally. Is it doing what you hoped?
- Liam Doherty NoneHonestly? Yes, mostly. When we signed up I wanted to see accounts, tickets and calls together, and we do now. The thing I still want is the depots on it properly. That's still the gap.
- Marcus Bell NoneFair. And Aisha, what about you? Because you're the one who's in there most of the time.
- Aisha Rahman NoneIt's good. I mean, I've learned a lot. I'm still getting used to the admin side, the permissions and who can see what. I'd like to understand that better, if that's possible. I don't want to break anything.
- Marcus Bell NoneYou won't, and that's a very sensible thing to ask. I can do a session with you on the admin side, just the two of us, walk through permissions and connectors. Would that help?
- Aisha Rahman NoneYes, that would help a lot. Thank you.
- Liam Doherty NoneI'm happy for that to be a regular thing, by the way. I don't want Aisha left on her own with it.
- Marcus Bell NoneUnderstood. I'll put something in the diary. Now, the contract. You're on Growth, forty-four thousand a year, forty licensed users. It runs to the end of November, so there's still a good stretch, but I want to be upfront with you about how it'll go.
- Liam Doherty NoneGo on.
- Marcus Bell NoneI'll send formal notice well ahead of the renewal, and Tom will pick up the commercial conversation. I'm not the person to talk price, that's his side. What I can do is make sure you've got the usage, the examples and a clear picture of value before then.
- Liam Doherty NoneOkay. I'll be straight with you, I'd want a decent case. Forty-four grand is forty-four grand, and the board will want to see what it's bought them.
- Marcus Bell NoneCompletely fair, and that's the reason I'm raising it now rather than in the autumn. I'd say three things go in that case. Questions asked and who's asking them. The contracts you caught early. And the time saved on the Tuesday review.
- Aisha Rahman NoneI can give you a rough idea on the Tuesday review. It used to take most of a morning to pull together. Now it's quicker, though I wouldn't like to put a number on it without checking.
- Marcus Bell NoneThat's absolutely fine. A rough idea, said honestly, is better than a number we can't back up. If you can time it for a couple of weeks, we'll have something solid.
- Aisha Rahman NoneI can do that. I'll note down how long it takes each Tuesday.
- Liam Doherty NoneBrilliant. See, this is why I wanted you on the call.
- Marcus Bell NoneRight. On users, there's something to flag. You've got forty licensed and around eight or nine active, so you've plenty of room. That's not a problem for you, it's actually a good position. If the depots come on, you can absorb them without spending more.
- Liam Doherty NoneThat's the thing I want to push. Can we get the depot managers properly trained, a proper session rather than Aisha doing it one by one?
- Marcus Bell NoneI'd be happy to. A group session, short, focused on their own pages and the handful of questions that are useful to them. What's the best way to get them in a room, or on a call?
- Liam Doherty NoneThey're all in together for the monthly managers' meeting. If I could get a slot at that, maybe twenty minutes, that's the whole group.
- Marcus Bell NoneThat would be ideal. Do you know when the next one is?
- Liam Doherty NoneI'll check and let you know. I think it's early next month but don't quote me.
- Aisha Rahman NoneI think it's the first Thursday, usually. I can confirm that. Is that okay?
- Liam Doherty NonePlease, yes. You'll know better than I do.
- Marcus Bell NoneGood. So between you, you'll confirm the date and I'll prepare something short. I'd like it to be useful, not a product tour. Maybe three or four real questions they'd actually ask about their own accounts.
- Liam Doherty NoneYes. Real ones. If it's a tour they'll switch off.
- Marcus Bell NoneAgreed. Okay, one more thing from me, then I want your view on what's next. Last time, Liam, you mentioned you might change how the depots log delivery exceptions. Where's that got to?
- Liam Doherty NoneParked, for now. It's still a discussion with the operations director, and there's been no decision. If it moves I'll tell you straight away.
- Marcus Bell NoneThanks. And Aisha, you'll know if anything changes on the ground before anyone else, so shout if you see it.
- Aisha Rahman NoneI will. I'd tell you straight away if I saw the format change. I'd rather flag it and be wrong than not say.
- Marcus Bell NonePerfect. Right, so, wrapping up. What would you each like from the next quarter? Liam, you first.
- Liam Doherty NoneThree things. The depots on it, properly. A board-ready story for the renewal. And I'd like to see the brain tell us something we didn't already know. At the moment it confirms what we suspected, which is useful, but I want a surprise.
- Marcus Bell NoneI like that last one. Let me have a think about what the data could show you that you'd not expect. Account patterns across depots, maybe. I'll come back with a couple of ideas and you tell me if they're any use.
- Liam Doherty NoneDeal.
- Marcus Bell NoneAisha, what about you?
- Aisha Rahman NoneThe admin session would be my main thing. And I think, if it's possible, a bit of a guide for the depot managers, something they can look at themselves. Just a page, not a manual.
- Marcus Bell NoneEasily done. I'll draft a one-pager and send it to you to tidy up, since you know how they talk about things better than I do.
- Aisha Rahman NoneOkay, I'd like that. Thanks.
- Marcus Bell NoneSo, to pull it together. From me, a time for the admin session with Aisha, a short depot training slot once you've confirmed the managers' meeting, a one-pager for the depots, and a couple of ideas for what the brain might surprise you with. Anything I've missed?
- Liam Doherty NoneThat's everything on mine. And from us, Aisha sets up the shared note for examples, we confirm the meeting date, and I'll chase the operations director on the exception logging question.
- Aisha Rahman NoneAnd I'll time the Tuesday review for a couple of weeks. I've written it down.
- Marcus Bell NoneBrilliant. I'll send a short note after this with all of that in bullets so nobody has to rely on memory. Happy to jump on a call whenever you need me in between.
- Liam Doherty NoneCheers, Marcus. Good session, that. Genuinely useful.
- Aisha Rahman NoneThanks, Marcus. Thanks, Liam. Speak soon.
- Marcus Bell NoneThanks, both. Speak soon.
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