Brackwell Freight Ltd / BB-Demo – Check In
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Brackwell Freight Ltd: documents · 2026-06-08 16:00
Liam Doherty, the champion, leaves Brackwell on Friday. Usage has fallen to under six daily users, no successor is named, and the Growth subscription at £44,000 a year renews on 1 Dec 2026.
What was said
What this says
Current to 10 Oct 26Liam Doherty, the champion, leaves Brackwell on Friday. Usage has fallen to under six daily users, no successor is named, and the Growth subscription at £44,000 a year renews on 1 Dec 2026.
What happened: Liam told Marcus Bell he leaves at the end of the week. Average daily active users are just under six, more than a quarter lower than the quarter before, against forty licences.
Customer view: Liam says two daily users were moved to other work and the depots never took it up. He fears the brain becomes shelfware and says finance will ask about the £44,000 a year.
Commercial: The renewal is 1 Dec 2026. Tom Ashdown is the account owner for contract and price, and Marcus will introduce the successor.
Watch: No successor is settled and the interim owner is Liam's manager. Connectors, refresh and tickets are healthy, so the risk is people, not plumbing.
Themes
Current to 9 Oct 26Theme
Champion departure and handover
Importance
churn
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Liam sends the handover note to Marcus by Thursday and confirms the intro session slot tomorrow.
- Marcus holds Wednesday and Thursday, then prepares a one-pager for the successor.
- Marcus introduces the successor to Tom Ashdown ahead of the 1 Dec 2026 renewal.
Risks
Current to 9 Oct 26- The champion leaves on Friday with no named successor and no one holding the full picture.
- Under six daily users against forty licences gives finance a reason to question value at renewal.
- Questions come mostly from Liam and one analyst, so use may fade after he goes.
Opportunities
Current to 9 Oct 26- Liam's handover note can carry the grocery early-warning example and the renewal date to the successor.
- A summary delivered to each depot manager and the existing exceptions-by-retailer page can widen use.
- A short one-pager and an introduction to Tom Ashdown can build a relationship with the new owner.
Transcript
Marcus Bell NoneHi Liam. Can you hear me?
Liam Doherty NoneYep, hi Marcus. Sorry, I'm in a meeting room, hang on, let me shut the door. Okay, that's better.- Marcus Bell NoneNo worries. Four o'clock on a Monday, not the best slot, I know. Thanks for fitting this in.
- Liam Doherty NoneNo, it's fine. It's actually a good moment, it's gone a bit quiet. Everyone's gone to chase boxes.
- Marcus Bell NoneGood. I'll share my screen and say what I'd like to cover. First, the usage numbers, which I'll be honest are not where I'd like them. Second, how you're getting on and what's in your way. Third, and this one matters to me, what happens to the account when you move on this week.
- Liam Doherty NoneYeah. Yeah, okay. That's fair. All three are the right ones.
- Marcus Bell NoneSo usage. If I look at an average day over the last month, we're down to just under six people active. That's quite a bit lower than the quarter before, more than a quarter lower. Last time we spoke it was a bit over seven.
- Liam Doherty NoneMm. I thought it might be. I know why, too.
- Marcus Bell NoneGo on, I'd rather hear it from you than guess.
- Liam Doherty NoneIt's partly the depots, the same thing as before. They never really got into it. But it's also that two of the people who were using it every day have been moved onto other work. One went to a different project, one's been off. So the core's got smaller.
- Marcus Bell NoneRight. So it's less that people stopped liking it and more that the group shrank.
- Liam Doherty NoneMostly, yeah. Though I won't pretend the depots have picked it up. I said I'd try that live session thing and I didn't get to it. That's on me.
- Marcus Bell NoneIt's okay. It's no one's fault, you've had a lot on. I'd rather understand where we are than point a finger.
- Liam Doherty NoneAppreciated. It does bother me though. One view, that's the point, and I haven't got the depots there.
- Marcus Bell NoneCan I ask about the other thing, though? You said this week. I heard you're leaving Brackwell. Is that right, I want to check I haven't got the wrong end of it.
- Liam Doherty NoneNo, you've got it right. I'm leaving at the end of this week. Friday's my last day. I was going to tell you properly, I just wanted to do it on a call rather than an email.
- Marcus Bell NoneThanks for telling me. I'm sorry to hear it, honestly. You built this whole thing at Brackwell, and the depot rollout was your idea. Are you okay with it? Is it a good move?
- Liam Doherty NoneIt's a good move for me. It was a hard decision, I like it here, but it's time. I'll be fine. I just want the handover to be proper, because I've seen what happens when someone just walks and leaves a mess.
- Marcus Bell NoneThat's exactly what I wanted to get into. So who picks it up on your side? Is there a name yet, or is it still being worked out?
- Liam Doherty NoneIt's not fully settled. For now it'll sit with my manager in the interim, and one of the two analysts knows the setup well. But there's no one with the full picture, if I'm honest. I carried a lot of it in my head.
- Marcus Bell NoneThat's useful to know, and thank you for being straight about it. Because from where I sit, that's the risk. You and one analyst are most of the questions asked, and with you gone and usage already lower, there's a real chance it just fades.
- Liam Doherty NoneYeah. I've been thinking the same, and I didn't want it to be that. That's why I'm writing a handover note, a proper one. What's connected, what the pages are for, who asks what.
- Marcus Bell NoneThat'd be great. Could you share it with me as well, not just internally? Then I know what your team's been told and I can fill gaps.
- Liam Doherty NoneOf course. I'll copy you in. I'm aiming to have it done by Thursday so there's a day to go through it with whoever takes over.
- Marcus Bell NonePerfect. Now, what would be really good, if you can, is a short session before Friday with you, me and whoever's inheriting this. Half an hour, just so they meet me and I can show them where things are.
- Liam Doherty NoneYes. Love that. Let me find who it's going to be, I'll get my manager to nominate someone. Probably Wednesday or Thursday.
- Marcus Bell NoneWednesday or Thursday, either's fine. I'll hold both and you tell me which.
- Liam Doherty NoneDone. I'll let you know tomorrow.
- Marcus Bell NoneOkay. Let me go back to the numbers for a second, because I want to be useful rather than just worrying. Looking at the connectors, they're all still loading, the nightly refresh has been arriving, no tickets in the last month. So technically it's healthy. The problem isn't the plumbing, it's people.
- Liam Doherty NoneYeah, that's how it looks from here too. No fires. Which is almost worse, because there's nothing forcing anyone to look.
- Marcus Bell NoneThat's a good way of putting it. It's quiet, and quiet is easy to ignore.
- Liam Doherty NoneRight. And I'm worried about the new person. They'll have a lot on, it'll be one more thing, and the brain gets dropped. We pay forty-four thousand a year for it, I don't want it to be shelfware.
- Marcus Bell NoneI hear you. And I'm not going to dress it up. With forty licences and under six people on a normal day, that's a gap the person who looks at the budget next will notice.
- Liam Doherty NoneYeah. Finance will ask. They always do.
- Marcus Bell NoneSo what I'd like to do is give whoever takes over a really clear, short picture. Not a long report. Three or four things: what the brain's connected to, who's using it, what it's already caught for you, and one or two things worth trying in the first month.
- Liam Doherty NoneThat would help hugely. And the what-it's-caught bit, I did say I'd give you the grocery example, didn't I? Did that ever get to you?
- Marcus Bell NoneI don't think it did, no. It's not a problem. If you can put it in the handover note, or just tell me now.
- Liam Doherty NoneI'll put it in the note, with the rough timing. Exceptions stacked up for that retailer a good while before they escalated, and the account manager rang them first. That's the story. I'll write it properly.
- Marcus Bell NoneBrilliant. That's the sort of thing that turns it from a tool into a reason to renew. And while we're on it, the contract runs to the end of November, and it renews on 1 Dec 2026. I'd like whoever inherits it to know that date and not find it on a calendar in October.
- Liam Doherty NoneGood shout. I'll put the date in the note. And who should they talk to about it?
- Marcus Bell NoneDay to day, me. For the commercial side, the contract and the price, that's Tom Ashdown, who's the account owner. I'll introduce them to him properly rather than leaving them to find him.
- Liam Doherty NoneOkay. Yeah, I'd like that. Introduce them both.
- Marcus Bell NoneWill do. Now, can I ask something a bit different? Setting aside the handover, if you were staying, what would you want the brain to do that it doesn't? Because I'd like to pass that on, it's your view of what was missing.
- Liam Doherty NoneHmm. Honestly? Make it come to the depots rather than the depots coming to it. A summary that just shows up for each depot manager. They won't log in. They'll read something that arrives.
- Marcus Bell NoneThat's the same thing we talked about last time, a regular summary in front of them. I think that's right. I'd put that at the top of the list for whoever takes over.
- Liam Doherty NoneYeah, put it first. And the exceptions grouped by retailer page, we built that, didn't we? It was working.
- Marcus Bell NoneWe did. It's still there, and it's one of the pages that's still being opened. I'd make that the starting point for the depot managers, because it's already built.
- Liam Doherty NoneGood. Then that goes in the note as well. Page name, what it shows, who it's for.
- Marcus Bell NonePerfect. I think that's most of what I wanted. Is there anything you're worried about that I haven't asked? Anything about BB-Demo, or about me, that I should know? It's your last chance to be rude.
- Liam Doherty NoneHa. No. Nothing. You've been good, it's been fine. I'd just say, keep in touch with whoever it is. Don't wait for them to come to you, because they won't, they'll be drowning.
- Marcus Bell NoneUnderstood. I'll go to them, and I'll keep it short and useful. I don't want to be one more person asking for time.
- Liam Doherty NoneThat's all I'd ask.
- Marcus Bell NoneOkay, so to recap. You'll send the handover note by Thursday, copying me, with the grocery example, the renewal date and the pages that matter. You'll tell me tomorrow whether the intro session is Wednesday or Thursday and who's coming. I'll hold both slots, prepare a short one-pager for your successor, and introduce them to Tom.
- Liam Doherty NoneThat's it exactly. I'll make sure it happens.
- Marcus Bell NoneThanks, Liam. Genuinely, it's been a pleasure working with you. You made my job easy.
- Liam Doherty NoneAh, cheers Marcus. Likewise. Speak tomorrow.
- Marcus Bell NoneSpeak tomorrow. Bye for now.
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