Brakkevoort Logistics / BB-Demo – Check In
Callcompleted
Brakkevoort Logistics: documents · 2026-09-15 10:45
Marcus Bell told Pieter van Dam that about ten of forty licensed Growth users are active in a given week, down by around a quarter. Pieter wants a plan well before the renewal. Support and data look healthy.
What was said
What this says
Current to 11 Oct 26Marcus Bell told Pieter van Dam that about ten of forty licensed Growth users are active in a given week, down by around a quarter. Pieter wants a plan well before the renewal. Support and data look healthy.
What happened: Marcus showed that average weekly active users are about ten against forty licensed, with questions asked falling in step. He could not say from the screen whether the cause is summer or a whole team going quiet.
Customer view: Pieter said he will have to explain to his director why the company pays for forty seats and uses ten. He asked for usage by person and team, with names, and wants to start now rather than the quarter before.
Commercial: The current term ends on 31 Mar 2027 and the renewal date is 1 Apr 2027, at £44,000 a year on Growth. Marcus left price to Tom, the account executive.
Watch: Tickets are none in the last month and invoices are paid, so the quiet may be silence rather than health. Marcus saw no data flag.
Themes
Current to 9 Oct 26Theme
Low usage before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Marcus Bell sends usage by person and team, with names, the day after the call.
- Marcus Bell prepares a short page for the weekly shipper review and books thirty minutes with the account managers.
- Pieter van Dam checks the names against his team lists and replies by the end of that week.
Risks
Current to 9 Oct 26- About ten of forty licensed users are active weekly, so the customer may question the value of the Growth subscription at renewal.
- The cause of the drop is unknown, and a whole team going quiet would need a different fix from general drift.
- A quiet ticket queue alongside falling users may be silence before a value challenge rather than health.
Opportunities
Current to 9 Oct 26- The people still using the brain use it for the shipper review and exception tickets it was bought for.
- A session with the customer's account managers can show them the shipper views and find out what is stopping them.
Transcript
Marcus Bell NoneMorning, Pieter. Can you hear me all right?
Pieter van Dam NoneYes, good morning Marcus. I hear you fine. You are in Manchester today?- Marcus Bell NoneI am, yeah, grey and wet as ever. Rotterdam any better?
- Pieter van Dam NoneWindy. It is always windy. Okay, before we start, to be clear, last time you were going to send me the usage by team. Did I get that?
- Marcus Bell NoneYou did, I sent it across, but I've pulled the numbers again this morning so we're looking at the latest. Let me share my screen and I'll say what I want to cover. Can you see that?
- Pieter van Dam NoneYes. I see the usage page.
- Marcus Bell NoneGreat. Three things. How many people are actually using the brain, what they are asking it, and then a quick word on the renewal so nothing surprises you next year.
- Pieter van Dam NoneGood. Start with the people. I have a feeling already, but tell me.
- Marcus Bell NoneSo you're licensed for forty users on Growth. Over the last month the average number of people active in a given week is about ten. And that's down on the previous quarter by around a quarter. So a fair drop.
- Pieter van Dam NoneTen of forty.
- Marcus Bell NoneTen of forty, yes. I'd rather say it straight than dress it up.
- Pieter van Dam NoneGood. So what is the plan? Is this holiday season, or is it something else? I need to know which.
- Marcus Bell NoneHonestly, I can't tell you from this screen. Summer could be part of it, it often is. But I wouldn't want to guess and then be wrong in front of your team.
- Pieter van Dam NoneMm. Let's make it concrete. Who stopped? Is it the account managers, or the people who only looked at it once?
- Marcus Bell NoneThat's the right question. What I can see at the top level is that questions asked are down more or less in step with the users, so it's fewer people rather than the same people asking less. What I can't see without digging is whether it's a whole team that has gone quiet or a bit from everywhere.
- Pieter van Dam NoneA whole team would be a different conversation to a bit from everywhere.
- Marcus Bell NoneExactly. Different fix. So I'll pull it by person and by team and send it to you, with names, so you can match it against who you'd expect to be in there.
- Pieter van Dam NoneYes. With names. And can you show me who is still asking the most questions? If it is two people, I want to know.
- Marcus Bell NoneSure, I can scroll to that now. Give me a second. Right, so it's spread across a handful of people, a few more than two, but the top few are doing a good share of it. I'd call that a bit concentrated rather than alarming.
- Pieter van Dam NoneA handful. Okay. These are the shipper review people?
- Marcus Bell NoneI think so, but you'd know better than me. They're the ones looking at shipper accounts together with the exception tickets, which is what you bought it for.
- Pieter van Dam NoneYes. That was the idea. Exception tickets seen before the shipper complains. So the ones who use it, they use it for that.
- Marcus Bell NoneRight. Which is the good news, the people who are in there are using it for the thing you wanted. It's the others who've drifted off.
- Pieter van Dam NoneAnd the support side. Do you have tickets from us? I have not heard of problems.
- Marcus Bell NoneNone in the last month. Nothing open, nothing urgent. Invoices are all paid, no queries there either.
- Pieter van Dam NoneThat is good, no?
- Marcus Bell NoneMostly, yes. I'll be straight, though, with fewer people in there I'd expect fewer questions for us anyway. A quiet queue and fewer users together is why I wanted this call rather than waiting for the next review.
- Pieter van Dam NoneOkay. I appreciate that. Now the renewal. When is it, exactly? I want to have it in my head.
- Marcus Bell NoneThe current term ends on 31 Mar 2027 and the renewal date is 1 Apr 2027. You're on Growth at £44k a year, and that's what's on the order form and what's been invoiced, so those match.
- Pieter van Dam NoneYes. Forty-four thousand. And I will have to explain to my director why we pay for forty seats and use ten.
- Marcus Bell NoneWhich is fair. I'm not going to argue price, that's one for Tom as your account executive, but my job is to make sure that when it comes up you have a good answer. Either more people are using it by then, or we've agreed together what the right shape looks like.
- Pieter van Dam NoneGood. So we do not wait until the quarter before. Let's start now.
- Marcus Bell NoneAgreed. Happy to jump on a call with your account managers as well, if that helps. Thirty minutes, show them the shipper views, ask them what's stopping them.
- Pieter van Dam NoneYes, I like this. I have the weekly shipper review. I can give you ten minutes at the start of it. Not more.
- Marcus Bell NoneTen is plenty. I'll bring one page and a couple of real examples from your own shippers, so it's not a generic walkthrough.
- Pieter van Dam NoneDo that. And one more thing. If somebody says it is slow or it has stale data, I want to know now, not at renewal. Is there something on your side I should worry about?
- Marcus Bell NoneNothing I can see. Nightly refresh has been completing and records are still going in. I'd rather not promise anything beyond what I can see, but there's no flag on the data side.
- Pieter van Dam NoneFine. So the data is not the problem, it is the people. That is my job then.
- Marcus Bell NoneI'd say it's ours together. Let me recap so we both have the same list. One, I send you the usage by person and team, with names. Two, I send you a short page for the shipper review. Three, we book thirty minutes with your account managers. And four, you tell me which of those who've dropped off should really still be in the brain.
- Pieter van Dam NoneYes. And the deadline. When do I have the numbers?
- Marcus Bell NoneTomorrow. I'll send it before lunch.
- Pieter van Dam NoneGood. Tomorrow. Then I will check it against the team lists and come back to you at the end of the week.
- Marcus Bell NonePerfect. Anything else you wanted to raise while we've got the time?
- Pieter van Dam NoneNo. That is enough for today. It is a concrete plan, thank you.
- Marcus Bell NoneThanks, Pieter. Speak soon.
- Pieter van Dam NoneGroet, Marcus. Bye.
Callsmade from