Brackwell Freight Ltd / BG-Demo – Check In
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Brackwell Freight Ltd · 26 Apr 2024 13:15
Four of six depots are now on the brain and Liam Doherty expects to sit at the 15-user soft limit, possibly over. He now wants a finance connector, which Starter cannot hold within its four connectors.
What was said
What this says
As at Fri 9 Oct 2026Four of six depots are now on the brain and Liam Doherty expects to sit at the 15-user soft limit, possibly over. He now wants a finance connector, which Starter cannot hold within its four connectors.
What happened: Marcus Bell and Liam spoke on 26 Apr 2024 after the depot sessions. Active users are up by about a third, no tickets are open, and a second admin has been nominated.
Customer view: Liam wants no depot manager turned away and would rather add a finance connector than swap one out. He says the finance question is now a real one from the depots.
Commercial: both the licence limit and the connector limit point to a plan or add-on conversation. Marcus will give Tom a heads-up on each.
Watch: Liam said a change to the depots' exceptions system looks more likely than not, which could break a source.
Themes
As at Fri 9 Oct 2026Theme
Licence and connector headroom
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell to tell Tom that Brackwell are close to their licences and want a finance connector.
- Liam Doherty to send the last two depot names so Marcus can book their sessions.
- Liam Doherty to introduce Marcus to whoever runs the exceptions system change once it is real.
Risks
As at Fri 9 Oct 2026- A change to the depots' exceptions system could break a connected source if reconnection is not planned.
- Being refused logins for waiting depot managers would damage the rollout momentum.
Opportunities
As at Fri 9 Oct 2026- Users at or just over the 15-user soft limit support a plan or extra-users conversation.
- A finance connector beyond Starter's four connectors points to a bigger plan or a connector add-on.
Transcript
Liam DohertyMarcus! Can you hear me? I think I'm on mute and then not on mute.
Marcus BellI can hear you fine. Afternoon, Liam. Happy Friday.- Liam DohertyHappy Friday. Honestly, I've been looking forward to this one all week, mainly because it means I get to say what went well for once. Normally I'm ringing you with problems.
- Marcus BellYou've never rung me with problems, you've rung me with a list. Which I like. Okay, shall I share my screen and tell you what I want to cover? It's a short one.
- Liam DohertyGo for it.
- Marcus BellRight, so it's an informal check-in, since we only spoke properly a few weeks ago. I've pulled the numbers again because the depot sessions have happened since, and I wanted to see whether they'd made a difference. Three things: usage, how the depots are getting on, and whatever's on your mind.
- Liam DohertySounds good. I've got a few things on my mind, as you'd expect.
- Marcus BellOf course you have. Usage first. Since the last review, active users are up by about a third. It's not a huge jump in raw numbers, but it comes on top of an already big rise, so it's not a blip.
- Liam DohertyOkay, that's good. That'll be the depot lot. The sessions went down really well, actually. I wasn't sure they would. Two of the account managers messaged me afterwards, which never happens. One of them said it was the first time he'd seen the whole of a customer on one page.
- Marcus BellThat's the line, isn't it. One view.
- Liam DohertyOne view, that's the point. Exactly. He's been doing this job for years and he'd been flipping between three different screens to get the same picture.
- Marcus BellI saw the logins from the depot sessions. A couple of them have come back more than once in the days since, which is the sign I look for. Not a one-off look, a second and third visit.
- Liam DohertyYeah. And I think now they're asking each other, which helps. It's not just me telling them to use it.
- Marcus BellThat's the best way for it to spread. Okay, health. Still no tickets, nothing urgent, nothing raised since the last call. The data's been landing on time and the records indexed are still going up, so nothing looks stuck.
- Liam DohertyGood. That's what I'd have said. I haven't heard a peep from anyone about it being out of date.
- Marcus BellAnd, before I forget, thank you for the note you sent on the setup. I read it properly. It's a really clear handover document, the saved pages, the way you've grouped the accounts. If you ever got hit by a bus, I'd know where everything was.
- Liam DohertyDoing things properly, that's all. And I nominated one of my analysts as the second admin, like we talked about. She's been through the walkthrough with me.
- Marcus BellI saw that, she's set up. That makes me a lot happier. Two people who can change things means it isn't fragile.
- Liam DohertyRight. So can I bring up the thing I actually wanted to ask about?
- Marcus BellPlease do.
- Liam DohertyWe've got six depots, and four of them are properly on it now. The last two, the smaller ones, are asking. Which is a nice problem. I've got fifteen licences, and by my count I'm going to use most of them by the end of next month. What happens when I go over?
- Marcus BellFifteen is what we call a soft limit, so you won't be locked out the moment you hit it. But I do want to be straight with you. If you're consistently above it, that's a conversation about the right plan or about adding users, and that conversation sits with Tom, your account owner, not me. I don't want to guess at the terms and get it wrong.
- Liam DohertyFine, that's fair. I'm not asking for a quote, I just don't want to be caught out. And I don't want to have to tell a depot manager that they can't have a login.
- Marcus BellUnderstood. How many do you think you'd actually have, roughly? Not exactly, just a feel.
- Liam DohertyRight at the limit, to be honest. Maybe one or two over if finance finally come on board. I'd say at the limit.
- Marcus BellOkay. Then what I'll do is flag it to Tom as a heads-up, not a sales thing. Something like, Brackwell are close to their licences, they're keen, they've got a few more people waiting. Then he can come to you with options when it suits you. How does that sound?
- Liam DohertyPerfect. I'd rather he hears it from you than me chasing him.
- Marcus BellDone. Is there anything you'd want him to know that isn't about licences?
- Liam DohertySame thing as last time, the finance connection. It's still a nice to have. But since the depots have taken to it, the question I keep getting is, which retailers are costing us money. The delivery exceptions show me which ones are noisy, but not whether they're worth the noise.
- Marcus BellRight. And that's a connector question, because you've got four connected and that's the hard limit on Starter. So adding finance would mean a different arrangement, either a bigger plan or an add-on for more connectors. Again, that's for Tom, and I'll make sure he knows it's growing from a wish into something your depots are actually asking for.
- Liam DohertyYeah. Say it's a real question now, not a wish. That's fair.
- Marcus BellWill do. Anything you could swap out for it, out of the four you've got? I'm only asking so I can give him the full picture.
- Liam DohertyNo. We use all four. Email's the quietest one, but that's where a lot of the retailer chasing sits, so I wouldn't give it up. I'd rather add than swap.
- Marcus BellOkay, that's clear. Add, not swap.
- Liam DohertyCan I ask something slightly different? How do other companies get the whole business using it? I feel like we've got the account managers, but the planners and the warehouse side have never looked at it. Do they even need it?
- Marcus BellGood question. I'd be careful, honestly. I wouldn't push it onto everyone just to hit a number. The customers who get most out of it tend to start with the people who talk to the customer, which is your account managers, and then pull in other teams only when those teams have a question the brain can answer. Do the planners have a question like that?
- Liam DohertyHmm. Maybe. They always want to know which retailers are about to have a spike. Which is partly a calls question, because the retailer sometimes tells the account manager in advance.
- Marcus BellThat sounds like a real one. If the account managers log what the retailer says on a call, the planners could ask the brain instead of ringing round. That's worth a conversation, but I'd start small. One planner, one question, see if it sticks.
- Liam DohertyI like that. I'll find a planner who isn't allergic to software.
- Marcus BellHa. Good luck. Let me know who, and I'll sit with them for a short while, like the depot sessions.
- Liam DohertyWill do. Oh, and while I remember, the depots' exceptions system change I mentioned. It's still not decided, but it's looking more likely than not. Probably not for a few months, but I wanted you to hear it from me early like I said.
- Marcus BellThank you, that's exactly what I asked for, I appreciate it. When it gets nearer, let's get a thirty minute call with whoever's running it in IT, so we know what the new system looks like and what we need to reconnect. I won't promise a turnaround on the engineering side, but if we plan together there shouldn't be any nasty surprise.
- Liam DohertyBrilliant. I'll introduce you when I know who's running it. Probably a colleague in IT, I'd guess, not a project manager.
- Marcus BellEither's fine. Okay. Is there anything about the product itself that's annoying you? Something small, even. I'd rather hear the small stuff.
- Liam DohertySmall stuff. Let me think. The search is great. Sometimes when I search for a retailer by a short name, it brings back the wrong one with a similar name. That's all. It's not a big deal.
- Marcus BellCan you give me an example I can take away? Doesn't need to be the real one, just the shape. Is it that the short name matches too many accounts?
- Liam DohertyYeah, that's it. A couple of our retailers have names that start the same. If I type the first word, it gives me both and the wrong one first.
- Marcus BellOkay, I understand. I'll write it up properly and pass it on. I can't tell you when or whether it changes, I don't want to promise something I don't control. In the meantime, if you type the longer name, or use the filter by account owner, you should get the right one at the top.
- Liam DohertyThat's fine, I'll tell the depots. Workaround's good enough.
- Marcus BellRight. I think I've got what I need. Let me recap, so we don't both lose it. One, I'll give Tom a heads-up that you're close to your fifteen licences and have a couple of people waiting. Two, I'll tell him the finance connector idea is now something your depots are asking for. Three, you'll find a planner to try one question. Four, you'll introduce me to whoever runs the exceptions system change when it's real. And five, I'll write up the search name issue.
- Liam DohertyThat's all of it. And I'll send you the last two depot names so you can book their sessions.
- Marcus BellOh, yes, thanks. Send them over and I'll put them in the diary. Shall we aim for the next couple of weeks?
- Liam DohertyNext week would be better, they're both quieter then. I'll message you Monday.
- Marcus BellPerfect. Thanks, Liam. It's been a pleasure seeing it take off.
- Liam DohertyCheers, Marcus. Enjoy your weekend. Speak soon.
- Marcus BellYou too. Speak soon, bye.
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