Brakkevoort Logistics / BB-Demo – Qbr
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Brakkevoort Logistics: documents · 2026-08-24 15:15
At the 24 Aug 2026 QBR, Brakkevoort says about nine of forty licensed users are active after July refresh problems. The CFO is watching cost and wants terms in writing. Pieter wants usage up by winter before renewal talks.
What was said
What this says
Current to 11 Oct 26At the 24 Aug 2026 QBR, Brakkevoort says about nine of forty licensed users are active after July refresh problems. The CFO is watching cost and wants terms in writing. Pieter wants usage up by winter before renewal talks.
What happened: Elena Novak reported active users down about a third, with about nine people on a normal day against forty licensed. Pieter van Dam said some account managers stopped trusting the brain after the late mornings and went back to spreadsheets.
Customer view: Marloes Hendriks confirmed the invoiced amount matches the order form and nothing is overdue, but said she is watching the fee for forty users. Pieter wants to see usage move before any renewal discussion.
Commercial: The term ends on 31 Mar 2027 and Marloes wants any price or term change in writing, referenced to the order form. Tom Ashdown declined to quote a renewal figure from memory.
Watch: Pieter has still not had the written post-mortem for July and asked for it today. One permissions ticket is open at normal priority.
Themes
Current to 9 Oct 26Theme
Usage decline before renewal
Importance
renewal
Sentiment
negative
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Elena Novak to send the post-mortem to Pieter van Dam directly and follow up the permissions ticket.
- Elena Novak to send usage figures to Marloes Hendriks in writing each month.
- Tom Ashdown to put any renewal terms in writing against the order form.
Risks
Current to 9 Oct 26- Only about nine of forty licensed Growth users are active, so the customer questions the value of the fixed fee.
- Pieter makes renewal talks conditional on usage rising by the winter.
- The July post-mortem is still outstanding, which keeps the trust problem open.
Opportunities
Current to 9 Oct 26- A ten-minute brain slot in the weekly shipper review and per-account-manager pages could rebuild use.
- Monthly written usage figures give BB-Demo a way to show recovery before renewal.
Transcript
Elena Novak NoneGood afternoon, everyone. Thank you for joining. I sent the agenda this morning. Is everybody able to hear me? Pieter, Marloes, Bas?
Pieter van Dam NoneYes. Good afternoon, Elena. Marloes is here, Bas too.
Marloes Hendriks NoneGood afternoon. Before we start, the figures I have checked. The invoiced amount is forty-four thousand a year, billed quarterly in advance. It matches the order form. There are no overdue items. I have no query on the invoices.- Elena Novak NoneThank you, Marloes. That agrees with our records. Tom is with us as well.
Tom Ashdown NoneAfternoon all. Good to see you, Pieter. How's the week been? Quiet in the port, or the usual?- Pieter van Dam NoneUsual. Let's go to the usage, Elena. I want to hear it from you first.
- Elena Novak NoneTo confirm the agenda: one, usage. Two, the refresh problems in July and what has happened since. Three, the tickets. Four, actions ahead of the renewal. Starting with usage. Active users are down about a third against the previous quarter. On a normal day there are about nine people, against forty licensed.
- Pieter van Dam NoneNine. To be clear, last time it was nearly fifteen. I know why. After the late mornings, some of my account managers stopped trusting it. They went back to spreadsheets and to calling the shippers.
- Elena Novak NoneI understand, and I think that is a fair reading. The refreshes have been on time since the platform team's change, but trust returns more slowly than data.
Bas Vermeulen NoneFrom my side, the data has been fine for weeks. I check the morning load every day. I think people just have not come back. A few have not logged in since July.- Marloes Hendriks NoneMay I ask a question about cost? We pay for forty users. Nine are active. According to the contract the fee is fixed. I want it noted that I am watching this.
- Elena Novak NoneIt is noted, Marloes. I would like to put it in writing, with the usage figures, so that you have the facts and not only this discussion.
- Marloes Hendriks NonePlease do. I will not agree to anything verbally.
- Tom Ashdown NoneNo, quite right, Marloes. Nobody's asking you to. For me, it's simple. If people aren't using it, there's no point arguing about seats or price. We fix the use first. I'd rather not quote any renewal figure from memory today, and I'll put anything in writing.
- Pieter van Dam NoneGood. So what is the plan, concretely? I do not want another workshop that people forget.
- Elena Novak NoneA suggestion in three parts. First, we use your weekly shipper review. Bas shows, for each account manager, the exceptions on their own shippers, in the brain, for ten minutes. Second, Bas sends me the list of people who have not been in since July, and I contact them with a short guide. Third, we measure it by the number of questions asked, not by logins.
- Pieter van Dam NoneTen minutes in the review. Yes. I can make that happen. I will tell my team it is not optional.
- Bas Vermeulen NoneI can build a small page per account manager, just their shippers. I would need two weeks, maybe less. I would rather say that now than promise something quick.
- Elena Novak NoneThat is sensible. I will make sure that we support you with the page, and I will ask our team about a short written guide.
- Elena Novak NonePoint two. The tickets. There is one in the last month, and it is open at normal priority. Bas, can you say what it is?
- Bas Vermeulen NoneA question about permissions. A new account manager could not see one shipper group. I think it is configuration on our side. I raised it on Friday. I was not expecting it to be urgent.
- Elena Novak NoneThen I will follow it up directly, so that the new colleague is not waiting. I will tell you in writing when it is closed.
- Marloes Hendriks NoneOn the renewal. According to the contract, the term ends on 31 Mar 2027. I want any change in price or terms sent to me in writing, with the reference to the order form. I will not discuss the product. That is for Pieter.
- Tom Ashdown NoneUnderstood, Marloes. Leave that with me. When it's time, you'll get it on paper, and it'll start from the order form. No drama.
- Pieter van Dam NoneAnd I want to see the usage move before we talk about renewal at all. If it is not up by the winter, I will say so.
- Elena Novak NoneThat is a fair condition, Pieter. We will bring you the figures each month in writing, so you do not need to ask.
- Pieter van Dam NoneOne more point. The July mornings. I have still not had the written post-mortem. I asked for one.
- Elena Novak NoneI will check that today, Pieter. I believe it was sent to Daniel's old list of contacts, and I will confirm that and send it to you directly, with the platform team's explanation.
- Pieter van Dam NoneToday, please. Not next week.
- Elena Novak NoneAs agreed, today.
- Elena Novak NoneSummary of actions, numbered. One, Pieter puts ten minutes of the brain into the weekly shipper review. Two, Bas sends the list of users not seen since July and builds the account manager pages. Three, I follow up the permissions ticket and send the post-mortem today. Four, I send the usage figures to Marloes in writing, and Tom sends any renewal terms in writing.
- Marloes Hendriks NoneUnderstood. I will wait for the documents.
- Pieter van Dam NoneFine. Thank you all. Groet.
- Tom Ashdown NoneCheers, everyone. Speak soon.
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