Hollie Grieve

Copperwick Logistics / BB-Demo – Qbr

Callcompleted

Copperwick Logistics: documents logo Copperwick Logistics: documents · 2026-10-09 15:30

Copperwick's CFO Mike Delaney questioned paying for forty seats with under nine active users and asked for a one-page ROI before any renewal talk. Usage and questions are rising and the connection is stable.

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What was said

What this says

Current to 11 Oct 26

Copperwick's CFO Mike Delaney questioned paying for forty seats with under nine active users and asked for a one-page ROI before any renewal talk. Usage and questions are rising and the connection is stable.

What happened: Hollie Grieve ran the QBR with Lauren Pacheco, Mike Delaney and Tyler Nguyen. Usage is up, support is quiet and the refresh lands on time.

Customer view: Mike opened with the all-in cost and asked in USD. He challenged seat utilisation and rejected anecdotes, asking for cost on one side and what changed on the other.

Commercial: Mike asked whether the price stays the same at renewal. Hollie pointed to the order form and made no promise. Tyler asked about adding another system, which is a scoping question under Growth.

Watch: Value is not yet proven in the customer's own numbers, and the CFO has made the ROI a condition of the renewal conversation. Hollie owes the dollar conversion, the questions by shipper view and the rep one-pager.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
QBR, seat utilisation, ROI
Importance
renewal
Sentiment
mixed
Voice
decision-maker
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Hollie Grieve to get the dollar conversion from finance and send it to Mike Delaney directly.
  • Hollie Grieve to send the questions by shipper view and the rep one-pager after the call.
  • Lauren Pacheco to supply retention figures and the next reps to bring on, then reconvene on the ROI draft.
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Risks

Current to 9 Oct 26
  • The CFO sees forty licensed seats against under nine active users and will not accept anecdotal value.
  • Renewal talk is gated on a one-page ROI that depends on the customer's own retention and cost figures.
  • He asked whether the price stays the same, so the renewal price is a likely sticking point.
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Opportunities

Current to 9 Oct 26
  • Questions asked have risen sharply and are no longer from one person, which supports a value case.
  • Tyler may connect another system, which Growth has room for.
  • More account reps are due to be brought on, which would raise seat use.
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Transcript

  1. Hollie Grieve
    Hollie Grieve None
    Hello, hello. Lauren, I can see you. Mike, Tyler, are you with us as well?
  2. Tyler Nguyen
    Tyler Nguyen None
    Yeah, I'm here. Hi Hollie.
  3. Lauren Pacheco
    Lauren Pacheco None
    Hi! Mike's just getting off mute, I think. Mike?
  4. Mike Delaney
    Mike Delaney None
    Here. What's the all-in cost on this? Before we start.
  5. Lauren Pacheco
    Lauren Pacheco None
    Mike, can we say hello first?
  6. Mike Delaney
    Mike Delaney None
    Hello. What's the all-in cost?
  7. Hollie Grieve
    Hollie Grieve None
    Ha, no, that's fine, it's a fair place to start. Good afternoon, Mike. The Growth subscription is fifty thousand pounds a year, £50k, invoiced annually in advance. The implementation was a separate one-off fee at the start, and that's done. There's nothing else on top of that at the moment.
  8. Mike Delaney
    Mike Delaney None
    In USD, what's that?
  9. Hollie Grieve
    Hollie Grieve None
    We invoice in pounds, so it depends on the rate on the day. I don't want to guess a dollar figure and get it wrong. Our finance team can give you the converted number against the invoice date if that helps your budgeting.
  10. Mike Delaney
    Mike Delaney None
    Do that. Send it to me directly.
  11. Hollie Grieve
    Hollie Grieve None
    Will do. I'll ask them this afternoon.
  12. Lauren Pacheco
    Lauren Pacheco None
    Okay, so agenda, and I know we're all busy. Usage, what the reps are doing with it, anything technical from Tyler, and then Mike's thing, the ROI. And renewal is way off but let's at least name it.
  13. Hollie Grieve
    Hollie Grieve None
    Lovely. Let me share my screen. Can everyone see the usage page?
  14. Tyler Nguyen
    Tyler Nguyen None
    Yep, I see it.
  15. Hollie Grieve
    Hollie Grieve None
    So, the contract started on 1 Jun 2026, so we're a few months in. The picture I'd draw is steady growth. Average active users over the last thirty days is just under nine, and that's more than double what it was in the previous quarter.
  16. Mike Delaney
    Mike Delaney None
    Out of how many?
  17. Hollie Grieve
    Hollie Grieve None
    Forty licensed users. So there's a lot of headroom, which is good news and also a point to discuss, because it means seats you're paying for that aren't being used yet.
  18. Mike Delaney
    Mike Delaney None
    Right. So I'm paying for forty and nine use it.
  19. Lauren Pacheco
    Lauren Pacheco None
    Mike, that's the average. And it's the account reps coming on in waves, we said that. The next group is the one I want to get in. Which is why the numbers will go up.
  20. Mike Delaney
    Mike Delaney None
    Will they.
  21. Lauren Pacheco
    Lauren Pacheco None
    Yes, they will. I'm on it.
  22. Hollie Grieve
    Hollie Grieve None
    And to be fair to Mike's point, I'd rather you hear that straight from me. Utilisation of the seats is the thing I'd keep an eye on. The questions being asked have gone up quite sharply, which is the better measure of value, and it's not just one person now.
  23. Mike Delaney
    Mike Delaney None
    What are they asking?
  24. Lauren Pacheco
    Lauren Pacheco None
    Can I take this one? So, mostly it's, what's going on with this shipper, what have they said to support, when did we last talk to them, what's open. Stuff that used to take a rep ages across Salesforce, the TMS and the support tickets. Now it's one question.
  25. Mike Delaney
    Mike Delaney None
    Ages is how long?
  26. Lauren Pacheco
    Lauren Pacheco None
    Honestly, I don't have a clean number yet. That's the thing we need to build. I can tell you reps say it's a big difference but I know you won't take that.
  27. Mike Delaney
    Mike Delaney None
    I won't.
  28. Hollie Grieve
    Hollie Grieve None
    And I wouldn't ask you to, Mike. Whatever we claim about savings has to come from your own numbers, not from mine. What I can do is show the activity. What it's worth in margin per load is yours to say.
  29. Mike Delaney
    Mike Delaney None
    Good. Then bring me the ROI. Properly. Not adjectives.
  30. Lauren Pacheco
    Lauren Pacheco None
    Okay. Okay. So what would you need to see? Give me a format.
  31. Mike Delaney
    Mike Delaney None
    Cost on one side. On the other, what changed. Retention on the shippers you care about, time per rep, anything that touches cost per load. One page.
  32. Lauren Pacheco
    Lauren Pacheco None
    Can we see it by shipper? Hollie, that view we talked about last time.
  33. Hollie Grieve
    Hollie Grieve None
    Yes. I've got the questions by account, and I can add which shippers have had the most attention. Then you map that against retention on your side. I'll send it after this call.
  34. Tyler Nguyen
    Tyler Nguyen None
    Can I jump in with the technical side?
  35. Hollie Grieve
    Hollie Grieve None
    Please, Tyler. Go ahead.
  36. Tyler Nguyen
    Tyler Nguyen None
    So from the Salesforce side, honestly it's been quiet. The connection's been stable. We did tidy up a couple of fields, and I made sure to warn the team like Lauren asked, and nothing broke. I'd say it's been low maintenance.
  37. Hollie Grieve
    Hollie Grieve None
    That's really helpful, thank you. And I can see the same from our end. Nothing open with support, nothing urgent, and the refresh landing on time each morning.
  38. Tyler Nguyen
    Tyler Nguyen None
    One question. If we ever want to connect something else, like another system, is that a big job?
  39. Hollie Grieve
    Hollie Grieve None
    Growth includes room for more connectors than you're using, so it's not a commercial conversation to add one, more a scoping one. Tell me which system and I'll find out how quickly we could get it live.
  40. Tyler Nguyen
    Tyler Nguyen None
    Nothing urgent. Just thinking ahead. I'll get back to you.
  41. Lauren Pacheco
    Lauren Pacheco None
    Okay, so that's usage and technical. Mike, anything else on the numbers before we go to renewal?
  42. Mike Delaney
    Mike Delaney None
    When's it up?
  43. Hollie Grieve
    Hollie Grieve None
    The term runs to 31 May 2027, and the renewal date is 1 Jun 2027. That's a while away. I'd normally start the conversation well ahead of it, so you're never surprised by anything.
  44. Mike Delaney
    Mike Delaney None
    Same price?
  45. Hollie Grieve
    Hollie Grieve None
    I don't want to promise something here that isn't in your paperwork. What I can say is your order form is the thing that decides it, and I'll come back to you with the renewal terms in good time. Nothing is changing today.
  46. Mike Delaney
    Mike Delaney None
    Fine. Get me the ROI first. Then we talk.
  47. Lauren Pacheco
    Lauren Pacheco None
    That's fair. I think the ROI is the right order. Love this, next step?
  48. Hollie Grieve
    Hollie Grieve None
    Okay, let me read it back. From me: the dollar conversion for Mike from our finance team, the questions by shipper view, and the rep one-pager. From Lauren: the retention figures and a list of the next reps to bring on. From Tyler: let me know if another system is coming. And we reconvene once the one-page ROI draft exists.
  49. Lauren Pacheco
    Lauren Pacheco None
    Perfect. Thanks everyone. Thanks! Lauren
  50. Mike Delaney
    Mike Delaney None
    Mike. Bye.
  51. Hollie Grieve
    Hollie Grieve None
    Thanks all, speak soon. Cheers.
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