Brackwell Freight Ltd - QBR
Documentfinal Brackwell Freight Ltd: documents · qbr_deck · final · 2025-10-02
Quarterly business review deck by Marcus Bell for a Growth tier customer whose term ends 30 Nov 2025. It reads usage as steady and healthy, with headroom across forty licensed users, and sets a plan to open the renewal conversation. It states no price.
What it says
What this says
Current to 11 Oct 26Quarterly business review deck by Marcus Bell for a Growth tier customer whose term ends 30 Nov 2025. It reads usage as steady and healthy, with headroom across forty licensed users, and sets a plan to open the renewal conversation. It states no price.
What it is: a customer success review dated 2 Oct 2025, prepared by Marcus Bell. It says "steady and healthy, with real room to widen the user base" and flags that value depends on "a small number of regular askers".
Commits: nothing contractual. The deck says "The executed order form is the record for price and terms. Nothing in this deck changes it." It does set internal actions: Marcus Bell shares the review and collects value examples, and Tom Ashdown opens the renewal conversation before the term ends on 30 Nov 2025.
Unusual: the support table shows no tickets, no high priority tickets and no service level breaches in the last thirty days, which the deck itself says should be read alongside usage.
Not settled: the contracted annual figure is only described as "As held on the executed order form", and question volumes are deferred to the call. The deck is a year old as of today, so the renewal outcome is not shown here.
As found in this document
Current to 9 Oct 26- Date end30 Nov 2025Source: object_read:doc_002_021
- Date renewal30 Nov 2025Source: object_read:doc_002_021
The document
Body
Brackwell Freight Ltd - QBR
Quarterly business review prepared by Marcus Bell, Customer Success Manager, B-Brain
Review date: 2 Oct 2025 Tier: Growth Customer since: 1 Dec 2023 Current term ends: 30 Nov 2025 Account owner: Tom Ashdown
1. Why we are here
Brackwell Freight bought the brain so that revenue operations and the depot account managers could see accounts, delivery-exception tickets and calls together, and spot at-risk retail contracts early. This review looks at how that has gone over the last quarter, what the usage tells us, and what we would like to do before the current term ends at the end of November.
- Look at usage by trajectory, not just level
- Check support activity and invoicing
- Agree the plan for the renewal conversation
2. Contract at a glance
| Item | Position |
|---|---|
| Subscription | Growth tier, annual, in advance |
| Contracted annual recurring revenue | As held on the executed order form |
| Licensed users | Forty |
| Current term ends | 30 Nov 2025 |
| Overdue invoices | None |
The executed order form is the record for price and terms. Nothing in this deck changes it.
3. Usage this quarter
Read the whole document (4,048 characters)
- Active users: a modest share of the forty licensed users are active in a typical month. Active users rose slightly against the previous quarter, so the direction is right even though the level leaves plenty of headroom.
- Who is using it: the heaviest use sits with revenue operations and a handful of depot account managers. Adoption across the other depots is uneven.
- Questions asked: the best single measure of value. I have pulled the numbers and will walk through the month-on-month picture on the call, including how much of it comes from a small group of people.
- Connectors and records indexed: the connected systems are loading and I see no sign of a source that has stopped refreshing.
Reading: steady and healthy, with real room to widen the user base. The risk to watch is that value depends on a small number of regular askers.
4. Value delivered
- Account managers can see delivery-exception tickets next to call history and account notes, rather than switching between systems.
- Revenue operations use the brain to check which retail accounts are showing early signs of strain.
- Less time is spent reconciling the CRM, the helpdesk and the call recorder by hand.
I would like to capture one or two concrete examples from the team before the renewal conversation, so the value case is in the customer's own words and not just ours.
5. Support and service
| Measure | Last thirty days |
|---|---|
| Tickets raised | None |
| High priority tickets | None |
| Service level breaches | None |
| Overdue invoices | None |
A quiet support queue is good news here, but with a user base this size we should read it alongside usage, which is steady. We will keep checking that nobody is struggling in silence.
6. Opportunities
- Wider adoption: invite the depot account managers who are not yet regular users, starting with the depots closest to the Trafford Park site.
- Dashboards: the Growth tier includes the dashboards builder. More use of it would show investment by the team and make the value easier to see.
- Training: a short session for new users would help the quieter depots get started.
7. Plan to the end of the term
| Action | Owner | By when |
|---|---|---|
| Share this review with the revenue operations lead | Marcus Bell | This week |
| Invite non-active account managers and run a short how-to session | Marcus Bell | Within the next few weeks |
| Collect two or three examples of value from the team | Marcus Bell | Before the renewal conversation |
| Open the renewal conversation and confirm terms | Tom Ashdown | Before the term ends on 30 Nov 2025 |
8. Next steps
Happy to jump on a call to go through the detail. Shall we book thirty minutes in the next fortnight? Tom will pick up commercial terms for the renewal, and I will keep adoption moving in the meantime.
Thanks, Marcus