Tilden Marsh Logistics / BG-Demo – Check In
Callcompleted
Tilden Marsh Logistics · 13 Aug 2026 17:30
Angela Kowalski, Director of Customer Service, says the team uses the brain more than expected. She put an HR system connector off to the February renewal, and Marcus Bell restated Growth at £50k a year.
What was said
What this says
As at Fri 9 Oct 2026Angela Kowalski, Director of Customer Service, says the team uses the brain more than expected. She put an HR system connector off to the February renewal, and Marcus Bell restated Growth at £50k a year.
What happened: Marcus Bell ran a check-in on 13 Aug 2026 with Angela Kowalski. She reported strong adoption, with the customer service team looking up call histories before picking up the phone.
Customer view: The helpdesk linking works well and the data is a few hours behind, which she says is not a problem. Her one query, about search syntax, she put down to user error.
Commercial: She wants an HR system connector because staff turnover is high, but chose to wait for the February renewal as budget is not being spent this year. Marcus restated Growth at £50k a year and she agreed.
Watch: That figure is Marcus's statement on the call, not an executed order form. The call does not show who else is involved in the renewal decision.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to send Angela a short note about the HR connector.
- Marcus Bell to put the HR connector into the renewal conversation.
- Marcus Bell to send the formal renewal notice a few months before the February renewal.
Risks
As at Fri 9 Oct 2026- Angela said budget is not being spent this year, so the HR connector will wait for the renewal.
- The call does not show who else signs the renewal, and only one customer contact was on it.
Opportunities
As at Fri 9 Oct 2026- An HR system connector is an extra connector within the headroom on the Growth licence.
- Usage is above what Marcus expected for a 40-seat licence and still growing, which supports the renewal case.
Transcript
Marcus BellHi Angela. Marcus here, just wanted to jump on a call and see how you're getting on with the brain a few months in.
Angela KowalskiHi Marcus. Yeah, things are going well. The team's really using it now, much more than I expected.- Marcus BellThat's good to hear. I've pulled the numbers and you've got really strong usage: more than I'd expect for a 40-seat licence at this stage, and it's definitely growing since we went live. So people are finding value.
- Angela KowalskiYeah, the customer service team especially. They're using it to look up call histories before they pick up the phone. Saves a lot of time.
- Marcus BellThat's the sweet spot right there. That's exactly what this is for. How's the helpdesk integration working for you?
- Angela KowalskiReally well. People are linking calls to tickets now: or actually, the brain's doing it for them. So when you search for a customer you see the call and the ticket together.
- Marcus BellYeah, that cross-linking is powerful. Is there anything that's not working or any frustrations you've hit?
- Angela KowalskiNot really. I had one query about the search syntax, someone wasn't getting the results they wanted, but Hamza helped us sort it. That was probably a user error on our side.
- Marcus BellGood. And on the data side, is it fresh enough? Are you seeing calls and tickets in there soon after they happen?
- Angela KowalskiYeah, it's pretty quick. Maybe a few hours behind, but that's not a problem for what we do.
- Marcus BellOkay, good. So you're getting value, adoption's solid. Let me ask, is there anything you wish it did that it doesn't do right now? Or any data you want to bring in?
- Angela KowalskiWe talked about the HR system, Brittany mentioned it a while back. Our staff turnover is high so it'd be useful to know who called when, especially if they've left. But that's down the road.
- Marcus BellHappy to talk about that. That's an extra connector, you've got headroom on your Growth licence. I can send you a proposal, or we can just do it on the renewal in February. What works for you?
- Angela KowalskiFebruary makes more sense, keeps it simple. We're not burning budget this year anyway.
- Marcus BellFair enough. So I'll make a note, HR system connector at renewal, February 2027. Anything else?
- Angela KowalskiI don't think so. We're pretty happy with where this is.
- Marcus BellBrilliant. Well, this is going well. You're using the system, getting value out of it, team's happy. My job at this point is just to make sure we're staying on track for the renewal in February. You'll get a formal notice from us a few months before, but there's nothing on the agenda that's going to change. You're set at 50,000 a year on Growth. Sound okay?
- Angela KowalskiThat sounds good.
- Marcus BellLovely. I'll follow up with a quick note about the HR connector, and we'll check in again in a few months. Thanks, Angela.