Brackwell Freight Ltd - QBR
Documentfinal Brackwell Freight Ltd: documents · qbr_deck · final · 2026-09-29
Final QBR deck prepared by Marcus Bell on 29 Sep 2026. The account is paid up and quiet on support, but usage has softened and is concentrated in a handful of people. The current term ends on 30 Nov 2026.
What it says
What this says
Current to 11 Oct 26Final QBR deck prepared by Marcus Bell on 29 Sep 2026. The account is paid up and quiet on support, but usage has softened and is concentrated in a handful of people. The current term ends on 30 Nov 2026.
What it is: a customer-facing quarterly review for the Growth tier, written by Marcus Bell, Customer Success Manager. It states "the account is paid up and quiet on support, but usage has softened".
What it says: active users are down "by roughly a third compared with the previous quarter", activity sits with "a handful of people", and there is "a lot of unused capacity" in the Growth user allowance. No sync failures, stale data complaints or billing queries are reported.
Renewal: the term ends on 30 Nov 2026. Tom Ashdown "will send a renewal proposal separately and will confirm the pricing in writing".
Not settled: no price, user count or renewal outcome is stated. The deck says it cannot show how many depots use the views day to day, and the plan gives only loose timings such as "Before the end of October".
As found in this document
Current to 9 Oct 26- Date end30 Nov 2026Source: object_read:doc_002_026
- Date renewal30 Nov 2026Source: object_read:doc_002_026
The document
Body
Brackwell Freight Ltd - QBR
Prepared by: Marcus Bell, Customer Success Manager, BB-Demo Account owner: Tom Ashdown Date: 29 Sep 2026 Status: Final
1. Where we are
Brackwell Freight has been a BB-Demo customer since 1 Dec 2023, on the Growth tier. The brain gives revenue operations and the depot account managers one place to see accounts, delivery-exception tickets and calls together, so that retail contracts under pressure are spotted early.
| Item | Position |
|---|---|
| Tier | Growth |
| Current term ends | 30 Nov 2026 |
| Invoices overdue | None |
| Account owner | Tom Ashdown |
| Customer Success Manager | Marcus Bell |
I've pulled the numbers for this review, and the headline is that the account is paid up and quiet on support, but usage has softened.
2. Usage
Read the whole document (3,934 characters)
- Active users: the average number of people active over the last thirty days has come down by roughly a third compared with the previous quarter. For a Growth licence that covers several teams, the number of people actually in the brain is now small.
- Who is using it: activity is concentrated in a handful of people. That is worth saying plainly, because a small group carrying most of the questions means the value depends on those individuals staying engaged.
- Licence headroom: there is a lot of unused capacity in the Growth user allowance. That is not a problem for the system, but it is a question for the value Brackwell is getting from what it pays for.
3. Support and service
- Tickets: a single ticket in the last thirty days, and none of high priority.
- Service levels: no availability or response-time issues to report against the Growth service levels.
- Data freshness: the nightly refresh has been completing as expected.
A quiet ticket queue is good news on its own. Read alongside a smaller user base, though, it may also mean that fewer people are trying things and raising questions. I would rather we talk about that than assume.
4. Value delivered
When the brain is used the way it was bought, it helps in three places:
- Depot account managers see delivery-exception tickets next to the account and the latest call, rather than chasing three systems.
- Revenue operations can check retail contract health without building a report by hand.
- Calls and tickets sit in the same view as the CRM record, which helps ahead of retailer review meetings.
What I cannot show from the records is how many of the depots are using these views day to day. That is the gap I would like to close with you.
5. What we have noticed
- Use has narrowed to fewer people and fewer teams than when the brain was rolled out.
- Nothing is broken: no sync failures, no stale data complaints, no billing queries.
- The drop looks like a change in habit rather than a fault.
6. Plan for the next quarter
| Action | Who | When |
|---|---|---|
| Short working session with revenue operations on which questions the depot teams ask most | Marcus Bell, with Brackwell revenue operations | Before the end of October |
| Refresher for depot account managers on the exception and call views | Marcus Bell | During October |
| Review of which connectors are still in regular use | Marcus Bell | Next month |
| Agree renewal approach for the term ending 30 Nov 2026 | Tom Ashdown | Ahead of the renewal notice period closing |
7. Renewal
The current term ends on 30 Nov 2026. Tom will send a renewal proposal separately and will confirm the pricing in writing. My focus is making sure the brain is earning its place in the depots before then.
8. Asks of Brackwell
- Who in each depot should be using the brain, so we can check whether they are.
- Thirty minutes with revenue operations in the next fortnight.
- Any changes to your CRM, helpdesk or call recorder planned this quarter, so connectors don't catch us out.
Happy to jump on a call whenever suits.
Thanks, Marcus