Pentreath Cold Chain / BB-Demo – Check In
Callcompleted
Pentreath Cold Chain: documents · 2024-06-10 09:15
Kerensa Trelease says the brain is earning its keep and gave a fast excursion response as proof. No tickets and no open issues. She leaves price to Tom, and the contract runs to the end of December.
What was said
What this says
Current to 11 Oct 26Kerensa Trelease says the brain is earning its keep and gave a fast excursion response as proof. No tickets and no open issues. She leaves price to Tom, and the contract runs to the end of December.
What happened: Daniel Okafor held a 10 Jun 2024 check-in with Kerensa Trelease, who took the call between handling an overnight excursion. She said the account manager had everything on one page and the client heard from BB-Demo's customer first.
Customer view: Account managers use it daily and two spring starters were productive within a fortnight. About eleven regulars sit well inside the licences, and she reported no open issues.
Commercial: Daniel raised an autumn conversation on the contract, which runs to the end of December. Kerensa said price is for her commercial side and Tom, but that it is earning its keep.
Watch: Depot staff type client names differently, so repeat excursion questions can miss a record. This is a helpdesk naming matter, not a service failure.
Themes
Current to 9 Oct 26Theme
Value proof before renewal
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- Daniel Okafor to send Kerensa the most often mismatched client names by the end of the week.
- Daniel Okafor to send midweek slots for the account management team session.
- Daniel Okafor to write up the examples for Tom Ashdown ahead of the autumn renewal conversation.
Risks
Current to 9 Oct 26- Kerensa does not own price, so the buying decision sits with people not on this call.
- Inconsistent client names in depot tickets can make repeat excursion answers incomplete.
Opportunities
Current to 9 Oct 26- Examples such as pharma repeat excursions and the one-page client review give Tom a concrete value case.
- A session for the whole account management group could deepen use within the current licences.
Transcript
Daniel Okafor NoneMorning, Kerensa. Thank you for making the time. Can you hear me all right?
Kerensa Trelease NoneLoud and clear. Morning, Daniel. Sorry, I'm eating a slice of toast, I've been on the phone since half six.- Daniel Okafor NoneHalf six, goodness. Is that the usual start, or has something happened?
- Kerensa Trelease NoneExcursion overnight on a chilled load coming in from the continent. The reefer unit at one of the satellite depots tripped for a while. What happened to the load? That was my first question. Turns out the door sensor and the temperature log told the same story, so we had facts within the hour and the client heard it from us first.
- Daniel Okafor NoneGood, that's exactly how you'd want it. And did the account manager have everything in one place?
- Kerensa Trelease NoneYes. Orders, the excursion ticket, the contract review notes, all on one page. Tell the client first, that's my rule, and last year I couldn't have done it before breakfast.
- Daniel Okafor NoneThat's lovely to hear. It's partly why I wanted this check-in, just to hear how the team is finding it before we get into the autumn.
- Kerensa Trelease NoneHonestly? Better than I expected at this stage. The account managers are in it daily now. A couple of them who were sceptical in the winter are the ones asking me for new questions to try.
- Daniel Okafor NoneMm. Which ones are they asking, if you don't mind me asking? I like to pass the good ones back to our side.
- Kerensa Trelease NoneThings like, which of our pharma clients have had more than one excursion this year and what did the review say each time. Before, that was somebody's afternoon with three spreadsheets. Now it's a question and a coffee.
- Daniel Okafor NoneThat's a great example. And I can see the usage on my side matches what you're saying. The number of people active in a typical month has gone up quite a bit compared with the previous quarter.
- Kerensa Trelease NoneGood. I'd hope so, I've been nagging them. We're on about eleven regulars, give or take, out of the fifty licences. So there's room, I know.
- Daniel Okafor NoneThere is room, and no pressure at all on that. You're comfortably inside what you bought. I'd rather it grew because people want it, not because we pushed.
- Kerensa Trelease NoneAgreed. Facts before feelings. If it keeps being useful they'll turn up.
- Daniel Okafor NoneCan I ask about support? I looked before the call and I don't see any tickets from you at all this last month. I wanted to check that's because things are quiet and not because something's been annoying you and you've given up on us.
- Kerensa Trelease NoneNo, nothing annoying. The nightly refresh has been there when I log in at seven, every day that I've looked. If it wasn't I'd have shouted. I never let a complaint wait overnight, you know that.
- Daniel Okafor NoneI do know that, and I'm grateful for it. Just to close the loop on that one, then: no open issues on your side that we should be chasing.
- Kerensa Trelease NoneNone. Well. One wish, not a problem.
- Daniel Okafor NoneGo on.
- Kerensa Trelease NoneThe excursion tickets from the two satellite depots come in with slightly different wording from the main site. The brain mostly copes, but a couple of times the question about repeat excursions missed one because the depot staff had typed the client name differently.
- Daniel Okafor NoneRight, that's really useful. That's more a naming consistency matter in the helpdesk than the brain itself, but I think we can help. We could look at how the client names are matched and suggest a tidy-up on your side, or a rule on ours.
- Kerensa Trelease NoneA tidy-up would be fine. I can ask the depot leads to use the client list from the drop-down and not free text. They'd moan for a week and then be fine.
- Daniel Okafor NoneI'll come back to you by the end of the week with the names that are most often mismatched, so you have something concrete to show them. I won't guess at how long a fix on our side takes until I've asked the team.
- Kerensa Trelease NonePerfect. Examples help. Nobody changes anything for a vague complaint.
- Daniel Okafor NoneShall we talk about the rest of the year a little? Your contract runs to the end of December, and I'd like us to have a proper conversation about it in the autumn, rather than it arriving all at once.
- Kerensa Trelease NoneSure, though I'll say now, price isn't mine. That's for the commercial side here and Tom on yours. What I can tell you is whether it's earning its keep, and it is.
- Daniel Okafor NoneThat's exactly what I'd hope you'd say, and it's what I'll pass to Tom. Would you be happy if I wrote down two or three of those examples, the pharma repeat excursions, the one-page client review, so there's something specific behind it?
- Kerensa Trelease NonePlease do. And use the one from this morning too. Fast facts, client told first. That's the whole point of the thing.
- Daniel Okafor NoneI will. Anything else about the team, how the new starters are getting on, who's picking it up?
- Kerensa Trelease NoneTwo new account managers started in the spring and both were up and running inside a fortnight. I did a half hour with each, showed them the excursion question and the contract review page, and off they went.
- Daniel Okafor NoneThat's a good sign. It means it isn't only you holding it together. How is the team finding it when you're not at your desk?
- Kerensa Trelease NoneFine, mostly. They still ping me if they're stuck, but less. I'd like it so they don't need to.
- Daniel Okafor NoneWe could do a short session for the whole account management group, if you thought it would help. Nothing formal, half an hour on the questions that work best.
- Kerensa Trelease NoneYes, do that. Not a Monday, they hate Mondays. Midweek, after the morning dispatch calls.
- Daniel Okafor NoneMidweek it is. I'll send a few slots, and we can pick one that works around dispatch.
- Kerensa Trelease NoneBrilliant. Right, I need to go and see about that reefer unit before the engineer leaves. Anything else?
- Daniel Okafor NoneNo, that's everything. So, just to close the loop: I send the mismatched client names by the end of the week, I send slots for the team session, and I write up the examples for Tom. Have I missed anything?
- Kerensa Trelease NoneThat's the lot. Thanks, Daniel.
- Daniel Okafor NoneThank you, Kerensa. Good luck with the engineer. Speak soon.
- Kerensa Trelease NoneCheers. Bye.
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