Brackwell Freight Ltd / BG-Demo – QBR
Callcompleted
Brackwell Freight Ltd · 28 Jun 2024 09:00
QBR with Liam Doherty and Aisha Rahman. Active users are well up and questions now come from many depot people. No tickets, invoices paid on time. Tom Ashdown plans a renewal call for 1 Dec 2024 term end.
What was said
What this says
As at Fri 9 Oct 2026QBR with Liam Doherty and Aisha Rahman. Active users are well up and questions now come from many depot people. No tickets, invoices paid on time. Tom Ashdown plans a renewal call for 1 Dec 2024 term end.
What happened: Marcus Bell showed usage to Liam and Aisha Rahman, with Tom Ashdown joining for the renewal. Active users are well up and questions are no longer mostly Liam and Aisha.
Customer view: Liam says depot managers now look things up instead of ringing him, and early warnings on retail contracts have been caught. He sees no reason not to carry on.
Commercial: the term runs to 30 Nov 2024 with renewal on 1 Dec 2024. Tom raised Growth if depots hit the user limit or more teams join, and Liam declined for now.
Watch: Tom quoted the price from memory and will check the order form. Starter connectors are a fixed limit if depots need more sources.
Themes
As at Fri 9 Oct 2026Theme
Usage growth, renewal planning
Importance
renewal
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 sends Liam a short summary and books the admin walk-through with Aisha, avoiding Tuesdays.
- Marcus runs short per-depot sessions over video, with Liam sitting in on the first.
- Tom Ashdown checks the order form and holds a renewal call in the autumn before the 1 Dec 2024 renewal.
Risks
As at Fri 9 Oct 2026- Several depots still ring Liam rather than using the brain, so adoption is uneven.
- The price was quoted from memory and is not yet checked against the order form.
Opportunities
As at Fri 9 Oct 2026- Growth could fit if depots reach the user limit or more teams want access.
- Further depot sources would need a connector conversation, since Starter has a fixed limit.
Transcript
Marcus BellMorning, everyone. Can you hear me alright? I'm just sharing my screen now, so shout if you can't see it.
Liam DohertyMorning Marcus. Yep, loud and clear. Bit grey in Manchester but we'll live. Aisha's just coming into the room now, she's had the usual fight with the lift.
Aisha RahmanHi, sorry, I'm here. I've already got the brain open on my side so I can follow along. Thanks, Marcus.
Tom AshdownMorning all. Sorry, last one in again. How's everyone's week been? Liam, you were saying it's been a busy one?- Liam DohertyBusy, yeah. End of the month coming up, the retail account reviews are all landing at once, so it's a good week to be talking about this. Love that you've got numbers for us, Marcus.
- Marcus BellCheers. So what I want to cover is three things. First, how the usage looks since the last review. Second, what's working and what isn't for the depot account managers. And third, a bit of looking ahead, because the renewal's not that far off now. Happy to go in whatever order suits you, though.
- Tom AshdownNo drama with that. I'll mostly listen on the first two and then jump in on the third, if that's alright with everyone.
- Liam DohertyFine by me.
- Marcus BellRight, so, I've pulled the numbers. The headline is that active users are well up on last quarter. Properly up. You've gone from a handful of regulars to a much wider group logging in most weeks. And you're still comfortably inside the fifteen licensed users, so there's room for more.
- Liam DohertyThat's the depots. We started getting the account managers in properly after the spring. One view, that's the point. They used to ring me to find out whether a retailer had open delivery exceptions, and now they just look. Saves me a lot of phone calls, honestly.
- Marcus BellThat's exactly what shows in the questions asked as well. And it's not just you asking them any more, which is the thing I'd been hoping to see. Last time round it was mostly you and Aisha. Now it's spread across the depot people.
- Aisha RahmanJust flagging, I did notice that. I wasn't sure if it was me imagining it, but the chat history has got a lot more names in it than it did a couple of months ago.
- Liam DohertyIt's not you.
- Marcus BellIt's real, Aisha. And it's a good sign. One person asking most of the questions is the thing that worries me on any account, because if that person gets busy or moves on, the value goes with them. You've got a much healthier spread now.
- Liam DohertyHa, I'll try not to move on, then.
- Tom AshdownNoted, Liam. We'll hold you to that.
- Marcus BellOn the data side, everything's refreshing overnight as it should. Nothing flat, nothing stuck, and the sources you connected at the start are all still loading fine. And you've had no tickets from us in the last month at all, which, I'm not complaining, but it's quiet.
- Aisha RahmanI did nearly raise one. There was a morning when the numbers looked a bit off on the Tuesday review. I'd got a screenshot ready and everything. But I tried refreshing and then checked the depot in question, and it turned out to be our own data entry at the depot. So not you. Sorry.
- Marcus BellDon't apologise, that's the right instinct. Check your side first and then shout. But if it isn't clear, raise it anyway and we'll look. Nobody minds, honestly. I'd much rather see a ticket that turns out to be nothing than hear about it three weeks later.
- Liam DohertyAisha's basically the one who keeps the lights on now. I just poke things and ask for more.
- Aisha RahmanI'm still learning the admin side, to be honest. Adding users, looking at the connectors, that kind of thing. Is there a walkthrough I could look at? I'd rather not break something by accident.
- Marcus BellYes. I'll send you the admin guide after this, and I'm happy to jump on a call, half an hour or so, and click through it together on your own set-up. Shall we book that for next week?
- Aisha RahmanThat would be great, thank you. Yes, please.
- Marcus BellLovely. I'll put something in the diary this afternoon. Right, let me show you what people are actually asking. I'll scroll through. Give me a second, it's a long list.
- Marcus BellSo, most of it falls into a few groups. Questions about which retailers have delivery exceptions open, questions about which accounts have gone quiet on calls, and a fair few where people are asking for everything on one customer before a review. That last one's the one I like best, because that's the thing you bought it for.
- Liam DohertyLove that. That's the at-risk contract thing. The whole reason I wanted this was to see a retail contract going wrong before the customer rings us to tell us. And we've caught a couple now, early. Not going to give you chapter and verse, but the depot managers have had a conversation before it got nasty, and that's worth a lot.
- Tom AshdownThat's brilliant to hear, Liam. Honestly. That's what we want to be hearing at these reviews.
- Liam DohertyCan I ask something, though? Can we get the depots on it? All of them, I mean. We've got Trafford Park and five others, and only some of them have an account manager who opens it every day. The rest still ring me. What's the best way to get them going?
- Marcus BellGood question. Two things really. One, a short session per depot, nothing heavy, show them three or four questions that matter for their own customers. Two, pick one person per depot who's happy to be the go-to. It's the same pattern I've seen elsewhere. Once there's one person at each site who's keen, it spreads on its own.
- Liam DohertyRight. I can do the pick-a-person bit. I know who'd be good. Can you do the sessions, or should I?
- Marcus BellI can do them. Happy to. I'd suggest we do them over video, a couple at a time, and you sit in on the first so they see it's backed from your side.
- Liam DohertyPerfect. One view, that's the point.
- Tom AshdownCan I just jump in on the user side? So, you've got fifteen licensed users and you're nowhere near that on a normal day, but if every depot gets going you might start to bump up against it. That's not a problem, it's a nice problem. If it does happen, or if you want more teams than one using it, that's when it's worth a conversation about Growth. But there's no pressure. Let's see how the depots take to it first.
- Liam DohertyNot yet. Let's see how it lands. I don't want to go asking for more money before we've shown the depots are using what we've got.
- Tom AshdownFair enough. That's the right way round.
- Marcus BellWhile we're on it, let me flag one thing from my side. If you add more depots you may end up wanting to connect another source or two. That's a conversation about connectors, and on Starter that's a fixed limit, so we'd want to plan it rather than find out when it won't load. Nothing to do now, just so you know it's there.
- Aisha RahmanIs that something I'd see in the admin area? Like, would it tell me if we were close?
- Marcus BellYes, it shows what's configured. I'll point it out when we do the walkthrough. It's straightforward once you've seen it.
- Marcus BellOkay, last bit then, looking ahead. Tom, do you want to take this one?
- Tom AshdownYeah, thanks, Marcus. So, the term runs to 30 Nov 2024 and the renewal date is 1 Dec 2024. That feels a long way off on a sunny Friday, but it comes round quicker than you'd think. From memory you're at nineteen and a half thousand a year on Starter, but I'll confirm that against the order form, so please don't hold me to it until I've checked.
- Marcus BellAnd I've had a look on our side at the invoices. Everything's been paid on time, nothing outstanding, and what's been invoiced matches the order form. So no surprises there.
- Liam DohertyFinance would say the same. They've never chased us and we've never chased you. Which is how I like it.
- Tom AshdownHa, exactly. So the plan from me is simple. I won't bother you with paperwork for a while. Nearer the time, in the autumn, I'll send the renewal over, and Marcus will have had a proper look at usage with you by then so we're all talking about the same picture. Let's get something in the diary for September, a short call, just to make sure there's nothing awkward.
- Liam DohertyWorks for me. I can't see any reason we wouldn't carry on. The depots using it is the thing I care about, and that's heading the right way.
- Marcus BellWhich is why I want to get the depot sessions done first. If more people are using it by September, that's the best evidence you could give anyone who asks what it's worth.
- Liam DohertyCould you send me a summary of today? Just a few bullets I can pass up. Usage up, no tickets, depots plan. Something I can forward without having to explain it.
- Marcus BellOf course. I'll send it today, bullets, short. And I'll put the admin walkthrough for Aisha in the diary at the same time, and send a couple of dates for the depot sessions.
- Aisha RahmanThank you. Just flagging that Tuesdays are my busiest day, if that helps when you're picking times.
- Marcus BellNoted, we'll avoid Tuesdays. Anything else from anyone? No? Right then.
- Tom AshdownCheers, everyone. Great to hear it's going so well. Leave the order form check with me, I'll come back to Marcus on it.
- Liam DohertyCheers all. Speak soon.
- Aisha RahmanThanks, everyone. Bye.
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