Brakkevoort Logistics / BB-Demo – Qbr
Callcompleted
Brakkevoort Logistics: documents · 2026-02-25 12:00
QBR with Pieter van Dam and Bas Vermeulen. Usage is up, but a few people ask most questions, Pieter included. He wants customer service on the brain and needs the renewal price on paper to take to his director.
What was said
What this says
Current to 11 Oct 26QBR with Pieter van Dam and Bas Vermeulen. Usage is up, but a few people ask most questions, Pieter included. He wants customer service on the brain and needs the renewal price on paper to take to his director.
What happened: Elena Novak ran the QBR with Pieter van Dam and Bas Vermeulen. Active users are up around thirteen percent on the quarter before, with about fourteen active out of forty licensed users.
Customer view: Pieter said a few people ask most questions and he still asks many himself, which he does not like. Customer service is not yet on the brain and he wants them to have the shipper view.
Commercial: the Growth contract at £44,000 a year ends 31 Mar 2026. Tom Ashdown will send the renewal price on paper because of a price list change, and Pieter needs it for his director.
Watch: key-person dependence on Pieter, and several actions owed by BB-Demo before he can decide.
Themes
Current to 9 Oct 26Theme
QBR usage and renewal price
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- Tom Ashdown sends Pieter the renewal price on paper and meeting slots within the next couple of weeks.
- Elena Novak confirms the connector position for customer service and sends Pieter the usage summary with questions per month and who asks them.
- Bas Vermeulen prepares a candidate list of example questions and Pieter selects ten per team.
Risks
Current to 9 Oct 26- Pieter asks many of the questions himself, so value depends on one person and is exposed when he is away.
- Some users read pages but do not ask the chat, with one saying they check the old report first.
- Pieter is waiting on the renewal price, which Tom has not yet given because of the price list change.
Opportunities
Current to 9 Oct 26- Customer service could join the brain on the spare seats, subject to which connectors already cover their calls and tickets.
- Bas can build an exception view by shipper dashboard, giving Pieter the overview he asked for.
- A set of example questions per team could spread usage beyond the small group of heavy askers.
Transcript
Elena Novak NoneHello everyone, good afternoon. Thank you for joining. Pieter, I can see you. Tom is here also. Bas, I understand, will join in a few minutes.
Tom Ashdown NoneAfternoon, Pieter. How's your week been? Sorry, I always ask. Is it raining in Rotterdam, or is that just what we say about it?
Pieter van Dam NoneGood afternoon. It is raining, yes. It is February. The week is busy but fine.- Elena Novak NoneThank you. As I wrote in the agenda I emailed beforehand, we have four points. One, usage and who is asking questions. Two, the ticket and the admin side. Three, what the team wants from the brain in the next quarter. Four, the renewal, to confirm the process. Is that still acceptable?
- Pieter van Dam NoneYes. Before we start, last time's actions. The warehousing session happened. It was good. More people ask questions now. What is the plan for the next step?
- Elena Novak NoneTo confirm, I have that action as complete. Thank you. Let me begin with usage. Across the last quarter, active users are up by around thirteen percent on the quarter before, and on an average day about fourteen people are active, out of forty licensed users.
- Tom Ashdown NoneWhich is a steady climb, no drama. Last time we looked it was a bit lower, wasn't it, Elena? You'll have the exact numbers, I'm just going on feel.
- Elena Novak NoneYes, it is a steady increase. I will make sure that the exact figures are in the written summary after this meeting. What I would like to understand from Pieter is where the new activity comes from. Which teams are asking the questions, and which are not?
- Pieter van Dam NoneThe road freight account managers, still the most. Warehousing is better now, after the session. But customer service, not yet. They are not on the brain.
- Elena Novak NoneUnderstood. Bas can help with the team list when he joins, because as admin he sees who has logged in. For now, Pieter, would you say the questions are asked by many people, or by a few?
- Pieter van Dam NoneA few. I still ask many myself. To be clear, I do not like that. If I am on holiday and the shipper review is empty, that is a problem.
- Tom Ashdown NoneThat's an honest thing to say, and it's worth sitting on. You're the one who set this up, so of course you lean on it. Doesn't need to stay that way though.
Bas Vermeulen NoneHello, sorry, I am late. The previous meeting ran over. Can you hear me?- Elena Novak NoneYes, Bas, we hear you. Welcome. We are on usage, and who asks the questions. Pieter said a few people do most of it.
- Bas Vermeulen NoneYes, that matches what I see. In the admin view there are around fourteen active people regularly. Some are only reading the pages. They look at the shipper pages but they do not ask the chat. The heavy askers are a small group.
- Pieter van Dam NoneSo the others read but do not ask. Why?
- Bas Vermeulen NoneI think they do not know what to ask. Or they do not trust the answer yet. I have heard one of them say, I will check in the old report first.
- Elena Novak NoneThat is useful. As a follow-up, I would suggest a short set of example questions per team, written by the people who already ask. I will make sure that Bas and Pieter review it before it is shared.
- Pieter van Dam NoneYes. Let's make it concrete. Ten questions per team. Not more. Bas, can you pick the best ones from the history?
- Bas Vermeulen NoneI can do that. I can export the most useful questions from the last quarter. I have to check that nothing sensitive is in them, the shipper names for example. But yes, I can prepare a list.
- Elena Novak NoneThank you. To confirm, the action is: Bas prepares a candidate list of questions, and Pieter selects. Next, point two, tickets. We had one ticket in the last thirty days, and it was not high priority. Bas, I believe you raised it?
- Bas Vermeulen NoneYes, it was a small thing. A field in the shipper page looked wrong after we changed something in our own system. I thought it was the connector. It was our side, I found it later. Support was quick and polite about it.
- Tom Ashdown NoneNo bother at all. Better you tell us than sit on it. And you changed something your end, so that's no one's fault, it happens to everyone.
- Elena Novak NoneAs agreed with our support team, a change in a source system is the most frequent reason a connector shows odd data. If you plan another change, please tell us in advance, and I will make sure that the team is ready. Is anything planned?
- Bas Vermeulen NoneMaybe. We will review how the exception codes are stored, in the spring I think. I do not have a date. I will tell you before.
- Pieter van Dam NoneAnd I will tell him to tell you. To be clear, this is a commitment.
- Elena Novak NoneThank you, noted. Point three, the next quarter. Pieter, what does the team want from the brain?
- Pieter van Dam NoneTwo things. One, customer service. They handle exceptions by phone. They should see the same shipper view as the account managers. Two, a better overview for me. Exception tickets by shipper, before the shipper calls us.
- Tom Ashdown NoneRight, so the customer service one, that's the one I'd flag. With forty licensed users and about fourteen active, you've got space for them on seats. What we'd want to check is whether their calls and tickets sit in sources already connected. Elena, that's a question for you really?
- Elena Novak NoneYes. I will check the connector position with our team and write to Pieter and Bas with what is already connected, and what would need to be added. I will not promise anything until I have confirmed it.
- Bas Vermeulen NoneFor the dashboards, I can build the exception view myself. I did the first one. I only need to know the fields that customer service uses.
- Pieter van Dam NoneGood. Bas, you and I talk this week about the fields. Then we know what to ask.
- Elena Novak NoneThank you. Point four, the renewal. To confirm the facts: the current term ends on 31 Mar 2026 and the renewal date is 1 Apr 2026. The contract is Growth, at £44,000 a year, and invoiced ARR matches the order form. Tom will lead the commercial conversation.
- Tom Ashdown NoneThat's me, yes. Pieter, I'll be straight with you, I'm not going to quote you a renewal price off the top of my head on a call. There's a price list change that affects renewals and I want to get the number right on paper first. Leave that with me and I'll send it over properly.
- Pieter van Dam NoneOkay. But when? The year ends soon. I need to take it to my director. What is the plan?
- Tom Ashdown NoneFair. Let's get something in the diary for the next couple of weeks, and I'll have the figures with me. I'll send you some slots after this.
- Elena Novak NoneAnd from my side, I will send Pieter the usage summary, including the questions per month and who asks them, so that he has it before the renewal discussion. I will not give a date for any internal finance step. Tom will confirm the commercial timing.
- Pieter van Dam NoneGood. That is what I need. Usage summary, price on paper, a meeting. Then I can decide.
- Elena Novak NoneTo summarise the actions. One, Bas prepares the example questions and Pieter selects. Two, Bas tells us before any change to the exception codes. Three, I confirm the connector position for customer service. Four, I send the usage summary. Five, Tom sends the renewal price on paper and meeting slots. Is that complete?
- Bas Vermeulen NoneYes. That is correct for me.
- Pieter van Dam NoneYes. Complete. Thank you, all. Groet.
- Tom Ashdown NoneCheers, everyone. Good to see you, Pieter. Mind the rain.
- Elena Novak NoneThank you. I will send the written actions today. Kind regards, Elena.
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