Brackwell Freight Ltd / BB-Demo – Proposal
Callcompleted
Brackwell Freight Ltd · 2024-10-14 13:30
Liam Doherty, Head of Revenue Operations, is ready to move from Starter to Growth. The depots are queuing for the fifteen seats. He needs a one-page price split for finance and senior management before agreeing by 18 Nov 2024.
What was said
What this says
Current to 13 Oct 26Liam Doherty, Head of Revenue Operations, is ready to move from Starter to Growth. The depots are queuing for the fifteen seats. He needs a one-page price split for finance and senior management before agreeing by 18 Nov 2024.
What happened: Tom Ashdown and Hannah Lowe walked Liam Doherty through the Growth proposal on the 14 Oct 2024 call. Liam said he already knew the answer and needed to explain it properly upstairs.
Customer view: Account managers are being asked to log out so others can ask a question. The dashboards builder won him over, especially a depot-filtered view of at-risk accounts.
Commercial: Tom said £44k is the total deal value including one-off implementation, not a yearly subscription figure. Liam pays £20k a year on Starter, which finance will compare, so he asked for a one-page split.
Watch: Sign-off sits with finance and senior management, whom BB-Demo has not met. The user list by depot and the folder list gate delivery before the retail peak.
Themes
Current to 9 Oct 26Theme
Starter to Growth proposal
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Tom Ashdown sends the written proposal, the price split and a one-page summary, and offers a short call with finance.
- Hannah Lowe sends the support commitment and the connector note.
- Liam Doherty sends the user list by depot this week and the folder list early next week.
Risks
Current to 9 Oct 26- Finance and senior management have not yet seen the numbers, and £44,000 beside £19,500 may read as more than double.
- The user list by depot and the shared drive folder list must arrive early or the dashboards will miss the retail peak.
- The Growth support commitment is promised in writing but has not yet been sent.
Opportunities
Current to 9 Oct 26- Move Brackwell Freight from Starter to Growth at the 1 Dec 2024 renewal with one set of paperwork.
- Add the accounting system and a scoped shared drive as extra connectors.
- Depot-level dashboards for each depot manager, using the dashboards builder.
Transcript
Tom Ashdown NoneHello, hello. Can you hear me alright, Liam?
Liam Doherty NoneLoud and clear. Afternoon, Tom. Hannah, hi.
Hannah Lowe NoneHello, afternoon both. I can hear you fine. Give me a second, I'm just closing about forty tabs so the screen share doesn't choke.- Tom Ashdown NoneHa, no rush. How's your week been, Liam? Still raining over in Manchester?
- Liam Doherty NoneAlways. It's been a proper week, to be honest. Two of the depots had a bit of a scramble on Tuesday with a big retail customer, but that's actually why I was keen to get this call in the diary.
- Tom Ashdown NoneGo on, I'm intrigued. Is that the sort of thing the brain flagged, or did it land on you cold?
- Liam Doherty NoneThat's the funny thing. One of the account managers at Trafford Park asked it about the customer on the Monday, saw a cluster of delivery exceptions and a sour call from the week before, and rang them before they rang us. Love that. One view, that's the point.
- Hannah Lowe NoneThat's exactly the use case you described when we first set it up. It's good to hear it being used that way round.
- Liam Doherty NoneYeah. And the problem is, only that one person was in there, because we've only got the fifteen seats and I keep having to juggle who gets one.
- Tom Ashdown NoneRight, so that's a nice place to start, actually. Let me just say what I think we're doing today, and you tell me if I've got it wrong. We've got the proposal for Growth, and the idea is Hannah walks us through what's in it, we talk about how it maps to what you need, and then I'll go through the commercials and timings. No drama, we're not signing anything on this call.
- Liam Doherty NoneSounds right. Although I'll say now, I think I already know the answer. I just need to be able to explain it properly upstairs.
- Hannah Lowe NoneUnderstood. Before I share anything, what do you most need to know? Because I can go broad or I can go deep, and I'd rather not spend ten minutes on something you don't care about.
- Liam Doherty NoneOkay. Three things. One, can we get the depots on it? Properly, not me passing logins round. Two, can we pull in a couple more sources, because we've hit the ceiling on what we can connect. Three, I want something the depot managers can look at without having to ask a question in the chat, because honestly half of them won't.
- Hannah Lowe NoneGood, that's a clean list and Growth covers all three. Let me share my screen. Can you see it?
- Liam Doherty NoneYep, I can see the comparison page.
- Hannah Lowe NoneRight. So to be precise, you're on Starter at the moment, one team, fifteen users, and a hard limit on the number of connectors. Growth is built for several teams in one organisation. It lifts the user number well above fifteen, it lifts the connector limit, and it adds the dashboards builder and a quarterly review with your customer success manager, Marcus.
- Liam Doherty NoneMm. And the users, is that the full depot account manager population? There's quite a few of them across the six sites.
- Hannah Lowe NoneThe short answer is yes, comfortably. The longer answer is that I'd like to count them with you, rather than guess. If you send me a list of roles by depot, I'll put the number in writing, and we'll leave a bit of headroom so you aren't back in the same juggling position in six months.
- Tom Ashdown NoneThat's the bit I'd stress, Liam. I'd rather we size it so you're not coming back to me for another top-up in the spring. Nobody enjoys that conversation, least of all me.
- Liam Doherty NoneHa. No, fair. Right, so I'll get you that by the end of the week. It's mostly depot account managers, a few ops leads, and I'd like to include the two people who cover the retail contracts at head office.
- Hannah Lowe NonePerfect. Now, on usage, I've got your numbers here from the last quarter. Your active users have gone up by a fair bit, and most of that is the account managers rather than your own team. That's a healthy pattern. Would you say that matches what you see?
- Liam Doherty NoneYeah, definitely. It started with me and one other person, and now there's about half a dozen of us in there in a typical month. The reason it isn't more is the seat count. I've literally had someone say, can you log out so I can ask something.
- Tom Ashdown NoneWhich is a terrible advert for the product, so I'm glad we're having this chat.
- Liam Doherty NoneLove that you said it, not me.
- Hannah Lowe NoneRight, so connectors. At the moment you've got your CRM, the helpdesk, the call recorder and one more. You said you wanted a couple more sources. What are you thinking?
- Liam Doherty NoneThe accounting system, mainly. When one of the retail customers is late paying, I want that sat next to the exceptions and the calls, because that's usually when a contract's wobbling. And then the second one, I'm less sure. Possibly the shared drive where the account managers keep their contract notes. It's a mess, but it's where the knowledge is.
- Hannah Lowe NoneBoth are fine. The accounting one is straightforward, and I'd recommend we scope the shared drive carefully, because with a mess, to be precise, the brain will index whatever you let it see. So we'd agree folders first. I'd rather index forty good documents than four thousand bad ones.
- Liam Doherty NoneYeah, no, that's sensible. I'd be the one tidying it anyway.
- Tom Ashdown NoneAnd that's something we'd do properly in the onboarding for the extra connectors, so it's not all on you. Leave that with me, I'll make sure it's in the plan.
- Hannah Lowe NoneOkay, let me show you the dashboards builder, because it's the third thing on your list. Give me a moment, I'll pull up a view built on your own data rather than a sample.
- Liam Doherty NoneGo for it.
- Hannah Lowe NoneRight. This is built on your delivery-exception tickets and your account records. On the left, exceptions by customer over the last few weeks. In the middle, the calls where the sentiment was negative. And on the right, the accounts that appear in both. That's your at-risk list, without anyone having to ask a question.
- Liam Doherty NoneOh, that's the one. That's the one I want on the wall at every depot. Can you filter it by depot?
- Hannah Lowe NoneYes. Each depot manager can have their own view, and you can have the overall one. I'll show you the filter. See, this drop-down here.
- Liam Doherty NoneBrilliant. And can they build their own, or is that me again?
- Hannah Lowe NoneThey can build their own, but my honest advice is that you build two or three standard ones, and let people copy those. Otherwise you'll end up with thirty dashboards and nobody knows which is right.
- Tom Ashdown NoneWhich is how we ended up with the spreadsheet situation we had before, if I'm remembering your first call right.
- Liam Doherty NoneDon't. Fourteen versions of the same file, all called final. Yeah. Okay, that's sold me on the dashboards, honestly.
- Hannah Lowe NoneGood. One more thing worth saying while I've got this on screen. The data underneath refreshes overnight, so the depot managers will have the previous day's picture by the morning. If someone needs it faster than that, tell me now, because that changes the conversation.
- Liam Doherty NoneNo, overnight's fine. They look at it first thing before the trucks go out anyway.
- Hannah Lowe NoneLovely. Then I'll stop there on the product and hand back to Tom for the commercial side, unless you've got more questions.
- Liam Doherty NoneOne quickly. We had a ticket last month, a high priority one, about a sync. It was sorted fast, but does the support level change when we move up?
- Hannah Lowe NoneIt does, in that Growth has a faster first response on urgent issues than Starter. I'll put the exact commitment in writing rather than say it from memory, because you'll want it in the paperwork, and I'd rather it was right first time.
- Liam Doherty NonePerfect, thanks.
- Tom Ashdown NoneRight then. Money. So, I'm going to be careful here, because I don't like quoting figures from memory and then getting them wrong. What's on the proposal in front of me is a deal amount of £44,000 for Growth. Now, that's the total deal value, so it includes the one-off implementation work, it's not a yearly subscription number. I'll send you the breakdown in writing so you can see what's setup and what's the ongoing subscription.
- Liam Doherty NoneOkay. That's helpful, because that was my next question. Because we're paying £19,500 a year now on Starter, and the first thing upstairs will say is, so it's more than double?
- Tom Ashdown NoneWhich is exactly why I want to give you the split on paper. It's not apples with apples if you put the total next to the yearly figure. Leave that with me, I'll make it plain, so you can show someone who's never seen any of this.
- Liam Doherty NoneYeah, that's what I need. Something one page, that doesn't need me in the room.
- Tom Ashdown NoneI'll do one page. And Hannah can add a short technical note underneath, for anyone who wants to know what the extra connectors mean.
- Hannah Lowe NoneYes, I'll write that. Short, with a diagram, so it's clear what sits where inside your Snowflake account.
- Liam Doherty NoneBrilliant. Now timing. Our Starter runs out at the end of November, so I assume it makes sense to bring all of this together?
- Tom Ashdown NoneThat's what I was going to suggest. Your current contract ends on 30 November 2024, and the renewal date is 1 December 2024. We've pencilled in 18 November 2024 as the date we'd like to have this agreed by, which gives a bit of a gap before the contract rolls over. So one set of paperwork, one signature, and you move up cleanly rather than renewing Starter and then upgrading a month later.
- Liam Doherty NoneYeah, that's much tidier. I'd hate to renew the one thing and then immediately change it. The finance team would have a field day.
- Tom Ashdown NoneExactly. And if it slips by a few days, it's not the end of the world, but I'd like to keep to it so you don't have a gap in the middle of your busy period.
- Liam Doherty NoneRight, and the busy period's on its way. Retail's going to get hectic, so it's actually good timing, really. If we've got the dashboards up before the peak, I'd be a very happy man.
- Hannah Lowe NoneThat's worth planning backwards from, then. If the extra connectors and the dashboards need to be live before your peak, I'd want to agree the folder structure and the user list as early as possible. Those are the two things that tend to hold things up, and neither is technically hard.
- Liam Doherty NoneYeah. I can have the user list to you this week, like I said, and the folders I can do by early next week. Is that quick enough?
- Hannah Lowe NoneThat's plenty. Thank you.
- Tom Ashdown NoneCan I just check one thing, Liam? Who else needs to see this before it's signed? I don't want to turn up with an order form and find out there's someone in the loop I haven't met.
- Liam Doherty NoneFair question. It's me who's pushing it, then it goes to our finance team and the senior management, and they'll sign it off. They've seen the usage, they're broadly on board. I think they just want to see the numbers set out clearly, which is the one-pager.
- Tom Ashdown NoneGreat. If it would help, I'm happy to join a short call with them, no slides, just answering questions. Better that than you having to relay everything.
- Liam Doherty NoneOh, that'd be good, actually. I'll see how the one-pager lands first, and if there are questions, I'll shout.
- Tom Ashdown NoneNo drama. So let me recap what's going to happen, because I'll forget otherwise. I send you the written proposal with the breakdown of the total, the one page, and the dates. Hannah sends the support commitment and the connector note. You send the user list by depot and the folder list. And we speak again next week to see where we've got to.
- Hannah Lowe NoneThat's all of it as I have it. I'll put the user count and the support level in writing so there's no ambiguity.
- Liam Doherty NonePerfect. Thanks, both. That was really useful, much clearer than I expected. Right, I'm off to tell a depot manager they'll get their own login.
- Tom Ashdown NoneDo it. They'll be made up. Cheers, Liam, speak next week.
- Hannah Lowe NoneThanks, Liam. Speak soon.
- Liam Doherty NoneCheers both. Bye.
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