Brakkevoort Logistics - QBR
Documentfinal Brakkevoort Logistics: documents · qbr_deck · final · 2026-08-23
QBR deck dated 23 Aug 2026 for the Growth tier: 40 licensed users, contracted annual recurring revenue £44,000, availability 99.5%, P1 first response 1 business hour. Active users are down by more than a quarter, which puts the 31 Mar 2027 renewal at risk.
What it says
What this says
Current to 11 Oct 26QBR deck dated 23 Aug 2026 for the Growth tier: 40 licensed users, contracted annual recurring revenue £44,000, availability 99.5%, P1 first response 1 business hour. Active users are down by more than a quarter, which puts the 31 Mar 2027 renewal at risk.
What it is: a customer success review written by Elena Novak, Customer Success Manager, EU. It states the account is paid on time but that falling usage is "the early warning" for the renewal.
Commits: it restates tier terms rather than creating them: "Availability commitment on this tier is 99.5%" and a first P1 response of 1 business hour. It also names internal actions with owners and timings.
Not settled: the deck gives no usage figures beyond "more than a quarter", and does not say which teams or people stopped, or what the high priority ticket was about. It names Natalie Eze as customer success manager although Elena signs as the CSM for EU, so ownership should be confirmed.
Unusual: nothing off the standard Growth terms. The causes it lists are explicitly unconfirmed.
As found in this document
Current to 9 Oct 26- Date end31 Mar 2027Source: object_read:doc_024_014
- Date renewal31 Mar 2027Source: object_read:doc_024_014
- Price£44,000Source: object_read:doc_024_014
- Availability99.5%Source: object_read:doc_024_014
- P1 first response (Growth)1 business hourSource: object_read:doc_024_014
- Contracted annual recurring revenue£44,000Source: object_read:doc_024_014
- Current term end31 Mar 2027Source: object_read:doc_024_014
The document
Body
Brakkevoort Logistics - QBR
Quarterly business review, Growth tier Prepared by Elena Novak, Customer Success Manager, EU, BB-Demo Dated 23 Aug 2026
Where we are
- Brakkevoort Logistics has been a customer since 1 Apr 2025 and is on the Growth tier with 40 licensed users.
- Contracted annual recurring revenue is £44,000.
- The current term runs to 31 Mar 2027.
- Invoices are paid on time; nothing is overdue.
- The account owner is Tom Ashdown and the customer success manager is Natalie Eze.
Why Brakkevoort bought the brain
The aim was for account managers to see shipper accounts, exception tickets and calls together, in one place, without reconciling systems by hand. This review checks whether that is still how the brain is being used.
Usage
To confirm, the main point of this review is the trend in active users.
- Average active users over the last thirty days are down by more than a quarter compared with the prior quarter.
- That is a clear fall on a subscription licensed for 40 users, so there is plenty of unused allowance.
- The previous review period showed the opposite direction, so this is a change and not a long-standing pattern.
Read the whole document (3,217 characters)
What the figures do not show: which teams or individuals have stopped using the brain, and whether a small number of people account for most of the questions asked. I will make sure that is checked before we meet.
Support and service
- One ticket was raised in the last thirty days, and it was high priority.
- Response should be read against the Growth service level of 1 business hour for a first response on P1 issues.
- Availability commitment on this tier is 99.5%.
One ticket is not a pattern, but a high priority ticket alongside falling usage deserves a conversation. The ticket wording is not repeated here; the helpdesk record is the source.
Assessment
This is a concern, not yet a crisis. Payment behaviour is healthy, which suggests the commercial relationship is sound. Falling usage is the early warning: if fewer people ask the brain questions, the value case for the renewal weakens.
Possible explanations, none of which the evidence confirms:
- a team change or reorganisation at Brakkevoort Logistics
- a connector or data source that is no longer loading as expected
- people returning to old habits because the value was not visible enough
Actions
| Action | Owner | Timing |
|---|---|---|
| Review the usage detail by team and by person, and confirm whether one source or one group explains the fall | Elena Novak | Within the next two weeks |
| Review the high priority ticket with the support team and confirm it is resolved | Elena Novak | Within the next week |
| Agree a short working session with Brakkevoort account managers on the shipper, ticket and call views | Natalie Eze | Within the next month |
| Keep the commercial relationship informed and watch the renewal path | Tom Ashdown | Ongoing, ahead of the term end on 31 Mar 2027 |
Next steps
I will send written follow-up actions after the review, as agreed. The aim is to see active users recover well before the renewal conversation, so that the value of the brain is visible to the people who decide on it.
Kind regards, Elena