Brackwell Freight Ltd / BG-Demo – QBR
Callcompleted
Brackwell Freight Ltd · 2 Jan 2025 12:45
Growth QBR on 2 Jan 2025. Daily active users are just under six against a licence of forty, and Liam asks most questions. He wants depot managers to see at risk retail contracts, so a dashboards session is planned ahead of the renewal.
What was said
What this says
As at Fri 9 Oct 2026Growth QBR on 2 Jan 2025. Daily active users are just under six against a licence of forty, and Liam asks most questions. He wants depot managers to see at risk retail contracts, so a dashboards session is planned ahead of the renewal.
What happened: Marcus Bell reviewed usage, tickets, connectors and the renewal with Liam Doherty and Aisha Rahman. Usage is down on the previous quarter, with the drop concentrated in the Trafford Park team.
Customer view: Liam wants depot managers to see retail contracts that are at risk before the customer rings. He accepts he is the biggest asker and that he has been sending screenshots instead of sharing the insight.
Commercial: The Growth order form is for £44k a year, the invoices match it and nothing is overdue. Marcus wants a written value story from Liam before the renewal on 1 Dec 2025.
Watch: Only a couple of dashboards exist, all built by Liam, so the dashboards builder is unused. A helpdesk field rename in November broke one connector feed; it is fixed, and Aisha will ask the support lead for warning of future changes.
Themes
As at Fri 9 Oct 2026Theme
Depot adoption before renewal
Importance
renewal
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Aisha Rahman finds when depot managers are free and Marcus Bell sets up a half-hour training session.
- Liam Doherty writes up the late-deliveries example for use in the renewal conversation.
- Marcus Bell asks an engineer about the depot incident logs system and reports back.
Risks
As at Fri 9 Oct 2026- Daily active users are just under six against a Growth licence of forty, and a down trend on the previous quarter.
- One person, Liam, asks a large share of the questions, a key-person risk.
- Customer-side changes to helpdesk fields can silently break a connector feed.
Opportunities
As at Fri 9 Oct 2026- Per-depot pages in the Growth dashboards builder would put insight in front of depot managers.
- Liam would like depot incident logs brought in as a further connector.
- Liam's late-deliveries example can anchor the value case for the renewal.
Transcript
Marcus BellHello, can you hear me alright? I'm just waiting for the screen share to come up.
Liam DohertyLoud and clear. Happy new year, Marcus. Did you get any time off or was it straight back in?- Marcus BellA few days, yeah. Mostly eating leftovers and avoiding the rain. You?
- Liam DohertySame. We had the depots shut until yesterday, so today feels like the first proper day. Aisha's been in since Monday though, haven't you?
Aisha RahmanOnly for a bit on Monday, just to check nothing had fallen over. Hello, Marcus. Sorry, I'm still finding the unmute button.- Marcus BellNo problem at all. Right, I'll share my screen and say what I'd like to cover, and you can tell me if I've missed anything. Can you see the usage page?
- Aisha RahmanYes, I can see it. Slightly small, but I can read it.
- Marcus BellI'll make it bigger. So this is the quarterly review, the Growth plan check-in. I've pulled the numbers for the last quarter. Three things really. How people are using it, what's gone on with tickets, and then a quick look ahead at the renewal so nothing surprises anybody. Then whatever you two want to raise.
- Liam DohertyLove that. Before we start, can I add one? I want to talk about the depots. One view, that's the point, and I don't think we're there yet.
- Marcus BellGood, that fits in nicely with the usage part. I'll put it on the list. Shall we start with the numbers and I'll come back to the depots?
- Liam DohertyGo for it.
- Marcus BellSo you're licensed for forty users on Growth, that's the number in the order form. Over the last thirty days, the average number of people active in a day is just under six. And that's a bit down on the quarter before.
- Liam DohertyRight. Yeah. That's lower than I'd like, to be honest.
- Marcus BellI'm not saying it's a problem on its own, it's the kind of thing I want to understand with you. Some of it is probably the time of year. December is always quiet for freight planning, or is it the opposite for you? Peak season?
- Liam DohertyOpposite, really. December is flat out for us. Retail peak, everything's moving. So people have been in the depots, on the floor, not at their desks. That might be the dip. But I wouldn't want to hide behind it.
- Aisha RahmanJust flagging, I think some of it is also that the two account managers from the Trafford Park team were on leave for a good chunk of December. I noticed their logins were quiet.
- Marcus BellThat's useful, thanks Aisha. I can see that too. If I filter by team here, Trafford Park is where the drop is. The other depots are broadly where they were.
- Liam DohertyOkay. So that's the thing. The head office people are in it every day, the revenue ops side is in it every day, and the depot account managers dip in and out.
- Marcus BellYeah, that matches what I'm seeing. Can I show you questions asked? I think that's the best measure of whether it's earning its keep.
- Liam DohertyPlease.
- Marcus BellSo this chart is questions asked per month, by person. You can see the pattern. A few people asking a lot, and then a long tail. Liam, you're the biggest single asker by some way. Aisha is next.
- Liam DohertyHa. Yeah. That's probably not great, is it? If I get hit by a bus the numbers fall off a cliff.
- Marcus BellI wouldn't put it that dramatically. But it is worth spreading it. When one person asks a big share of the questions, that's the part I'd want to fix, for you as much as for us.
- Aisha RahmanI've been trying to get the others to use the chat, honestly. I sent round a note before Christmas with a couple of example questions. Is it me or do people just not know what to ask it?
- Marcus BellIt's not you. That's the most common thing. People open it, don't know what to type, and go back to the spreadsheet. The examples help. What were the ones you sent?
- Aisha RahmanThings like which retail contracts have had the most delivery exceptions this month, and what did we agree on the last call with a particular customer. I tried to keep them to the things they already chase by hand.
- Marcus BellThat's exactly right. Tie it to what they already do on a Monday morning. I've seen that work well elsewhere.
- Liam DohertyCan I come in on that? What I actually want is the depot managers seeing the at-risk retail contracts before the customer rings us. That was the whole reason we bought it. I get the early warning, but the people who can do something about it are on the floor at the depot.
- Marcus BellRight. So there's a gap between where the insight is and who needs it.
- Liam DohertyExactly. And I've been, I mean, I've been guilty of just sending them a screenshot. Which defeats the point.
- Marcus BellOkay. Two ideas, and tell me if either is useful. One is the dashboards builder, which is part of Growth. You could build a single page per depot, with the exceptions and the open tickets and the latest call notes for their retail accounts, and they just open that. No typing needed.
- Liam DohertyLove that. Have we got that switched on?
- Marcus BellIt's included in your plan. I can see only a couple of dashboards have been built so far, and they're yours, Liam. So it's there, nobody's really leant on it.
- Liam DohertyFair. That's on me.
- Marcus BellNo, not at all. The second idea is a short training session with the depot managers. Happy to jump on a call with them, half an hour or so, walk through one dashboard and three questions they can ask. Shall we book thirty minutes in the next few weeks?
- Liam DohertyYes. Let's do that. Can we do it at a time when they're not mid-shift though? Early afternoon is dead for most of them, between the morning dispatch and the evening loads.
- Marcus BellEarly afternoon works. I'll leave the exact slot to you and Aisha, you know the depot rotas better than I do.
- Aisha RahmanI can find out who's actually on shift. I'd rather not guess and pick a day half of them are out.
- Marcus BellPerfect. I'll note that as yours, Aisha, unless Liam wants it.
- Liam DohertyAisha, you take it, you know them better than I do day to day.
- Marcus BellRight, let me move on to the connectors, then tickets. Give me a second, I'm just switching tabs.
- Marcus BellSorry, that took longer than it should. Okay. Connectors. You've got the CRM, the helpdesk, the call recorder, the mailboxes and the accounting system configured. Records indexed are climbing steadily on all of them, so no sign of anything gone quiet or stale.
- Liam DohertyGood. That's what I'd hoped. So the data's fresh even if we're not looking at it much.
- Marcus BellYes, it's in good shape. You've got room on connectors as well, you're nowhere near the limit for your plan, so if you wanted to bring in something else there's space.
- Liam DohertyHm. Not at the moment. Although, depot incident logs. Those are in a separate system that the transport team looks after. I'd love to get those in at some point.
- Marcus BellWorth a conversation. I'd want to check what that system exposes before saying anything, and I'm not the right person to scope it, I'd get an engineer to look. I'll take that as an action and come back to you.
- Liam DohertyThat's all I need. Just so we know if it's possible.
- Marcus BellOkay. Tickets then. Aisha, I think you raised most of these, so please jump in.
- Aisha RahmanYes. I've attached screenshots to all of them, so they should be fairly clear.
- Marcus BellThey were. So three tickets in the last thirty days. Two were how-to questions, one about filtering by depot and one about exporting a list. Both were answered quickly and closed. The third was marked high priority. That one was about the delivery-exception tickets not appearing for one depot.
- Aisha RahmanThat's the one that worried me. I'd already tried refreshing, and I checked whether the same tickets were visible in the helpdesk itself, and they were. So I knew it wasn't missing at source. I didn't want to guess at a cause.
- Marcus BellWhich was the right call, and it helped the support team a lot, they could go straight to the connector. It turned out to be a mapping change on the helpdesk side, a field that had been renamed. It's been put right and the records came through again.
- Liam DohertyWas that us? Did we change something?
- Aisha RahmanI think someone in our support team tidied up the ticket fields in November. I didn't know it would affect anything.
- Marcus BellThat's very normal, honestly. People rename a field to make it tidier and the connector loses it. The thing I'd suggest, and it's just a suggestion, is that Aisha gets a heads up when anyone changes the helpdesk or the CRM structure. Even a message in a channel. Then we can check the connector before anyone notices a gap.
- Liam DohertyThat's fair. We should have a rule. Aisha, can you put that to the support lead?
- Aisha RahmanYes, I can do that. I'll ask them to let me know before they change anything. I'll be polite about it.
- Marcus BellThanks. And response times on all three were comfortably inside what you're entitled to on Growth, so nothing to worry about there.
- Liam DohertyGood. I did chase the high one, mind. I don't let those sit.
- Marcus BellI saw. It was noted on the ticket. Appreciated.
- Liam DohertyCan I ask something else? On the Tuesday review. Aisha builds the operations numbers for Tuesday and I want to know she can rely on the nightly refresh. Is it done by the morning?
- Marcus BellThe nightly refresh is meant to be complete by seven in the morning your time on business days. That's the standard on every plan. If it ever isn't, that's worth a ticket straight away.
- Aisha RahmanIt's been fine so far. I just like to know where to look if it isn't. Is there somewhere I can see when the last refresh finished?
- Marcus BellThere is, in the admin area, there's a last refreshed time against each connector. I'll send you a screenshot of where it is, and I'll put it in the follow-up.
- Aisha RahmanThank you. That would help a lot.
- Marcus BellOkay, last piece from my side, and it's a gentle one. The renewal. You came on board on 1 Dec 2023, and the current term ends on 30 Nov 2025, so the renewal date is 1 Dec 2025. That's a good while off. The order form is for £44,000 a year, the invoices match it, and nothing is overdue, so the money side is clean.
- Liam DohertyGood. Gareth will want that. He always asks.
- Marcus BellI'm not going to get into pricing today. That's Tom's side, and he'll be in touch closer to the time. What I do want to do is make sure that when we get there, you can say with a straight face what the brain is worth to you. Which is why the depot managers matter.
- Liam DohertyYeah. Understood. Honestly, I'd rather we went in with a proper story than hoped for the best.
- Marcus BellRight. So what would be the story? If I asked you, what's the one example where the brain caught something you'd have missed?
- Liam DohertyEasy. A retail customer, I won't name them, had a run of late deliveries across two depots and a couple of angry emails sat in a mailbox. Nobody had joined it up. I saw it in the brain, rang the account manager before the customer rang us. That's exactly it.
- Marcus BellThat's a great example. Can I ask you to write that up in a paragraph? Just a few lines, in your own words. We can use it on the renewal and I can use it with the depot teams as well.
- Liam DohertyYeah, I'll do that. Might be a couple of weeks, but yes.
- Marcus BellNo rush at all. Okay. Anything else from either of you before I recap? Aisha, anything on the admin side?
- Aisha RahmanJust one thing. I'm still learning the admin screens. Could I have a walkthrough at some point? Nothing urgent. I just don't want to click something I shouldn't.
- Marcus BellOf course. Happy to. That's a good use of thirty minutes. We'll find a slot and I'll talk you through users, connectors and the refresh view, and you can ask me anything you've been wondering about.
- Aisha RahmanThanks, Marcus. That would really help.
- Liam DohertyAnd Marcus, one thing from me. Don't let it be quiet between now and the next one. If something looks off in the numbers, tell us early.
- Marcus BellI will. That's what I'm here for. So let me recap. I'll send the usage summary and the screenshot of the refresh view. Aisha, you'll find out when the depot managers are free and I'll set up the training session. You'll also ask your support lead to warn you before any ticket field changes. Liam, you'll write up the late deliveries example. And I'll check on the depot incident logs with an engineer and come back to you. Have I got everything?
- Liam DohertyThat's everything. Nice and tidy.
- Aisha RahmanYes, that matches my notes.
- Marcus BellGreat. Thanks both, speak soon. Happy new year again.
- Liam DohertyCheers, Marcus. Happy new year.
- Aisha RahmanThanks, Marcus. Bye for now.
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