Pentreath Cold Chain / BB-Demo – Check In
Callcompleted
Pentreath Cold Chain: documents · 2024-04-16 09:15
Check-in on 16 Apr 2024. Kerensa Trelease described a pharma excursion handled well using the brain, daily use spreading across account managers, and no complaints. She leaves the renewal to Tom.
What was said
What this says
Current to 11 Oct 26Check-in on 16 Apr 2024. Kerensa Trelease described a pharma excursion handled well using the brain, daily use spreading across account managers, and no complaints. She leaves the renewal to Tom.
What happened: Daniel Okafor and Kerensa Trelease reviewed a Friday night excursion, usage growth and a recent sync ticket caused by a renamed export on the customer side.
Customer view: Kerensa said the account manager pulled everything together and told the client first. She said contract reviews now start with facts, and that if the sync ticket was the worst they had had, she was not complaining.
Commercial: Daniel said use is well within the fifty licensed users. The contract runs until the end of the year and Tom will be in touch nearer the time.
Watch: Kerensa does not take part in the commercial side. Her wish for consistent answers to differently worded questions is open.
Themes
Current to 9 Oct 26Theme
Adoption and renewal groundwork
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Daniel Okafor to raise a planners walkthrough with Kerensa after the summer rush.
- Daniel Okafor to set up saved client pages with Dan Hosken.
- Tom to contact Kerensa nearer the end of the year about the contract.
Risks
Current to 9 Oct 26- Kerensa Trelease leaves the contract conversation to Tom, so renewal intent is not yet voiced by her.
- Answers can differ depending on how a question is worded, which could erode trust.
Opportunities
Current to 9 Oct 26- Planners are a further user group once the account managers have settled.
- Saved client pages could give consistent starting views across the team.
Transcript
Daniel Okafor NoneMorning, Kerensa. Thank you for making the time. Can you hear me alright?
Kerensa Trelease NoneMorning Daniel. Loud and clear. Bear with me one second, I'm just closing something off.- Daniel Okafor NoneOf course, no rush at all. I think it's only the two of us today, so we can take it at your pace.
- Kerensa Trelease NoneRight, sorry. So, first thing, because it's been my week. We had an excursion on a chilled load out of Avonmouth on Friday night. Pharma client. The unit drifted a few degrees warm for a stretch. What happened to the load? That was my first question, and I wanted the facts before anybody started guessing.
- Daniel Okafor NoneThat sounds like a long weekend. How did it turn out in the end?
- Kerensa Trelease NoneFine, actually. And that's partly why I wanted this call. Normally I'd be chasing three different people for the sensor log, the order and the contract terms. This time the account manager pulled the whole thing up in one place on Saturday morning, rang the client, told them first. Tell the client first, always. They heard it from us, not from their own monitoring.
- Daniel Okafor NoneThat's lovely to hear. Just to close the loop on that, was that the excursion ticket and the order history side by side, the way you described when you first bought it?
- Kerensa Trelease NoneExactly that. Ticket, the order, the contract review notes, all on one page. Before, the account managers would have been in three systems and still not sure of the answer.
- Daniel Okafor NoneGood. And how is the team finding it generally? I've noticed the usage on my side has moved quite a bit this quarter.
- Kerensa Trelease NoneIt's gone up a lot. I'd say it's gone from a handful of us to most of the account managers using it every day. Two of them have started using it in their client prep, which I didn't ask them to do. One of the satellite depots has started asking questions of it as well, which surprised me.
- Daniel Okafor NoneWell up on last quarter, yes. I can see it in the numbers. It's well within the fifty licensed users, so there's plenty of room for you to keep adding people without us having a conversation about it.
- Kerensa Trelease NoneGood, because I'd rather not be told to stop people. Mm. I'd like the planners to have it eventually. Not yet. Let the account managers settle first.
- Daniel Okafor NoneThat sounds sensible. Settle one group, then move to the next. If you want, I can put together a short walkthrough for the planners when you're ready, so it's not you doing the training on top of everything else.
- Kerensa Trelease NoneYes please. Not this month. Maybe after the summer rush, when the chilled volumes calm down a bit.
- Daniel Okafor NoneNoted. I'll come back to you in a few weeks and we can pick a slot. Now, I only saw one ticket come through from you this past month. Is that one the one I'm thinking of, the sync that looked late on a Monday?
- Kerensa Trelease NoneThat's the one. Dan flagged it, I think. The morning refresh looked behind and he wasn't sure whether it was us or you. It came right before I'd even finished my coffee, to be fair.
- Daniel Okafor NoneYes, it was picked up quickly and it turned out to be a change on your side to how one export was named, so the connector was looking for a file that wasn't there. Easy fix once it was spotted. I mention it only so you know it was closed properly and that nothing was lost.
- Kerensa Trelease NoneRight. Good. That's what I wanted to know. Honestly, if that's the worst we've had, I'm not complaining.
- Daniel Okafor NoneHow are things with the contract reviews? You mentioned those were a big part of why you wanted this in the first place.
- Kerensa Trelease NoneBetter. Reviews used to start with somebody saying how they felt the year had gone. Now they start with the facts. How many excursions, which depot, how quickly we told the client, what the contract says we owe them. Facts before feelings. The account managers like it because they walk in prepared, and the clients like it because we're not defensive.
- Daniel Okafor NoneThat's exactly what I hoped we'd see. Is there anything you wish it did that it doesn't yet?
- Kerensa Trelease NoneHmm. Honestly, one thing. When an account manager asks about a client, I'd like it to show me the last few excursions without me having to phrase the question just so. Sometimes you get a different answer depending on how you word it.
- Daniel Okafor NoneThat's a fair point and quite a common one. A couple of saved pages per client tend to fix it, so everyone starts from the same view. I could set one up with Dan, if he has an hour.
- Kerensa Trelease NoneHe will. He likes that sort of thing. I'll mention it to him this afternoon.
- Daniel Okafor NoneLovely. And on the wider picture, the contract runs until the end of the year, so there's nothing for you to do on that now. Tom will be in touch nearer the time, and I'll be around for any questions in between.
- Kerensa Trelease NoneFine. I'll leave that side with Tom, you know I don't get into that. I just want it to keep working the way it has.
- Daniel Okafor NoneUnderstood, and it should. So just to recap: I'll come back to you about a planners walkthrough after the summer rush, and I'll speak to Dan about those client pages. Anything else from your side?
- Kerensa Trelease NoneNo, that's the lot. Oh, actually, thanks for the quick turnaround on that ticket. I should have said at the start.
- Daniel Okafor NoneNot at all. Thank you for the time, Kerensa. Speak soon. Best wishes, Daniel.
- Kerensa Trelease NoneCheers, Daniel. Bye.
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