Brackwell Freight Ltd - QBR
Documentfinal Brackwell Freight Ltd: documents · qbr_deck · final · 2026-01-01
Quarterly business review for the Growth tier, prepared by Marcus Bell. It flags falling active users and a small group doing most of the asking. It states no price or service levels and points to the executed order form.
What it says
What this says
Current to 11 Oct 26Quarterly business review for the Growth tier, prepared by Marcus Bell. It flags falling active users and a small group doing most of the asking. It states no price or service levels and points to the executed order form.
What it is: a customer-facing QBR deck from the Customer Success Manager, stored as final and dated 1 Jan 2026. It reports usage, value, issues and a plan for the coming quarter.
Findings: active users are "down by roughly three tenths compared with the prior quarter" and questions have tracked that fall. A small group does most of the asking, which Marcus calls a key-person concern.
Commits: nothing contractual. The plan table assigns a refresher session, a day-to-day contact per depot, a usage check-in and a commercial conversation ahead of the 30 Nov 2026 term end.
Not settled: price, user allowance and service terms are left to the executed order form. It is a snapshot from 1 Jan 2026, and the evidence does not show whether the actions happened or whether Tom Ashdown is still the account owner.
As found in this document
Current to 9 Oct 26- Date end30 Nov 2026Source: object_read:doc_002_023
- Date renewal30 Nov 2026Source: object_read:doc_002_023
- Date start1 Dec 2023Source: object_read:doc_002_023
The document
Body
Brackwell Freight Ltd - QBR
Quarterly business review · Growth tier · Prepared by Marcus Bell, Customer Success Manager, BB-Demo · 1 Jan 2026
Account owner: Tom Ashdown. Status: Final.
Why we are meeting
This review covers how Brackwell Freight is using the brain, what value it is giving revenue operations and the depot account managers, and what we agree to do over the coming quarter. Brackwell has been a customer since 1 Dec 2023 and the current term runs to 30 Nov 2026.
Happy to jump on a call to walk through any of this. I've pulled the numbers from the brain's own usage records and from the helpdesk.
Account snapshot
| Item | Position |
|---|---|
| Tier | Growth |
| Customer since | 1 Dec 2023 |
| Current term ends | 30 Nov 2026 |
| Account owner | Tom Ashdown |
| Customer Success Manager | Marcus Bell |
| Overdue invoices | None |
| Support tickets in the last month | None |
| High-priority tickets in the last month | None |
The contracted annual recurring revenue and the licensed user allowance are as set out in the executed order form, which remains the reference for price and terms.
Usage: what the numbers say
Read the whole document (3,525 characters)
- Active users. The average number of people active in the last month is small against the Growth user allowance. It is also down by roughly three tenths compared with the prior quarter.
- Questions asked. Questions are the best single measure of value, and they have tracked the fall in active users rather than held steady.
- Who is asking. A small group is doing most of the asking, so the value the brain gives depends on very few people. That is a key-person concern for us both.
- Tickets. There were no tickets at all, including none at high priority. With a shrinking user base, silence is not automatically good news, and I would rather we read it alongside usage than on its own.
Value: where the brain is earning its place
Brackwell bought the brain so that revenue operations and depot account managers could see accounts, delivery-exception tickets and calls together, and spot at-risk retail contracts early.
- Revenue operations use is where the habit is strongest.
- Depot account managers across Trafford Park and the five other depots are the group whose use has dropped away.
- The value case is strongest where delivery-exception tickets and calls are read in one place; that is the use I would like to rebuild around.
Issues and observations
- Fewer active users than the Growth tier is designed for. This is the main point for the quarter.
- No connector or data freshness complaints have been raised, and the nightly refresh has not been queried by your team.
- Payments are up to date, so this is a question of adoption and value, not of billing.
Plan for the coming quarter
| Action | Owner | When |
|---|---|---|
| Short refresher session for depot account managers on delivery-exception views | Marcus Bell | Within the next few weeks |
| Agree who in each depot is the day-to-day contact for the brain | Brackwell operations lead, with Marcus Bell | Next month |
| Usage check-in against this baseline | Marcus Bell | Before the next review |
| Commercial conversation ahead of the term end on 30 Nov 2026 | Tom Ashdown | Well ahead of the renewal notice window |
Next steps
Shall we book half an hour with the revenue operations lead and one depot manager to agree the refresher? I will send the usage figures by team ahead of that call so we are all working from the same picture.
Thanks, Marcus