Brackwell Freight Ltd / BG-Demo – Check In
Callcompleted
Brackwell Freight Ltd · 19 Feb 2025 13:15
Check-in on 19 Feb 2025. Active users are just under nine of forty licensed seats, up by about a tenth. Liam wants a weekly question habit among depot account managers and a value story for his management before the renewal.
What was said
What this says
As at Fri 9 Oct 2026Check-in on 19 Feb 2025. Active users are just under nine of forty licensed seats, up by about a tenth. Liam wants a weekly question habit among depot account managers and a value story for his management before the renewal.
What happened: Marcus Bell and Liam Doherty covered usage, one closed ticket, data freshness and the renewal. Usage is moving the right way but most questions still come through Liam.
Customer view: Liam wants account managers to check at risk retail contracts as a habit. He said one first reply was slower than he would have liked, but it was sorted and he is not making a thing of it.
Commercial: The contract runs to 30 Nov 2025 and renews on 1 Dec 2025 at £44k on Growth, matching the invoices. Marcus would rather the forty seats were used before anyone talks about more.
Watch: Liam expects his management to ask what the invoice has bought. Marcus will build a weekly question-count view by depot and prepare a one-pager with usage alongside examples.
Themes
As at Fri 9 Oct 2026Theme
Usage headroom and habit
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 example questions and a draft invite for the depot session.
- Liam Doherty sends the depot account manager names and the late-delivery example.
- Marcus Bell confirms in writing whether depot-level views are possible and books the quarterly review.
Risks
As at Fri 9 Oct 2026- Value sits with one person, Liam, because other account managers still ask him to run their questions.
- Liam's management will ask what the Growth subscription has bought, and no value case is yet written.
- Liam felt the first reply on a high priority ticket was slower than he would have liked.
Opportunities
As at Fri 9 Oct 2026- Active users are just under nine of forty licensed seats, so there is headroom to bring depot teams in.
- Depot account managers could build a weekly question habit through a short session on their own data.
- A quarterly review with Liam's boss present could showcase the question counts by depot.
Transcript
Marcus BellHi Liam. Can you hear me okay? I can see you but I'm not getting any sound yet.
Liam DohertyYeah, loud and clear. Afternoon, Marcus. Sorry, I'm a minute behind, a depot manager grabbed me in the corridor on the way back from lunch.- Marcus BellNo problem at all. Afternoon. How's the week been?
- Liam DohertyBusy. Cold, wet, the usual for Trafford Park. The yard was basically a pond this morning. And the retailers are already ramping up for spring, so everybody wants everything yesterday. You?
- Marcus BellSame sort of thing. Grey over here too. Right, I'll share my screen and say what I want to cover, and shout if you'd rather start somewhere else. Can you see that?
- Liam DohertyYep, I can see a usage page. Looks like my kind of Wednesday.
- Marcus BellThat's the one. So, four things really. First, I've pulled the numbers on usage for the last quarter or so. Second, the one ticket you had last month. Third, how the depots are getting on, because I know that's what you care about. And last, just a heads-up on the renewal later in the year, nothing you need to act on. Does that sound okay?
- Liam DohertyLove that. Can we do the depots before the renewal, though? Renewal's the boring bit.
- Marcus BellHa, yes, we can do it in that order. Usage first, then. You're licensed for forty users on Growth. Over the last thirty days the average number of people active has been just under nine.
- Liam DohertyRight. So not even a quarter of the seats.
- Marcus BellNot even a quarter, no. But the direction is good. That's up by about a tenth on the previous quarter, so it's moving the right way. I wouldn't want you to hear that as a complaint, it's just headroom. You've paid for the seats, there's room to bring more people in.
- Liam DohertyYeah, that's fair. It's been us in revenue ops, a handful of the account managers at Trafford Park, and then a couple of people from the other depots who dip in when I nag them.
- Marcus BellThat matches what I'm seeing. Can I just ask, when people do dip in, what are they mostly using it for? I can see questions in chat and the search, but I can't see the why.
- Liam DohertyMostly prep. Before a review call with a retailer, an account manager asks the brain what's been going on with that account. Delivery exceptions, any tickets, what was said on the last call. Before, they'd be in three systems and an inbox for an hour. One view, that's the point.
- Marcus BellRight, that's exactly the use I'd hoped for when we set it up. Mm. And is that happening before the call, or are people still doing it the old way and then checking the brain after?
- Liam DohertyDepends who. The ones who've got into it do it first. The others, honestly, they still ring me or message me and I do it for them.
- Marcus BellOkay. So that's worth saying out loud. A lot of the questions are coming through you, and that's fine while you're here and you're enthusiastic, but it means the value is sitting with one person. I'd like to spread that out a bit.
- Liam DohertyYeah. Yeah, no, that's right. I'm the bottleneck. I don't mind, but I know it.
- Marcus BellNot a bottleneck, just, you know, the person everyone trusts. Let me show you something. This is the breakdown by user for the quarter. I've blanked the names for the moment but you'll recognise the shape.
- Liam DohertyOh, that's one very tall bar and then a lot of little ones.
- Marcus BellThat's it. And the tall bar is you. Which is lovely for us, but if you were off for a fortnight, that chart would look very different.
- Liam DohertyFair. Okay. So what do we do about it? Can we get the depots on it properly?
- Marcus BellThat's what I wanted to talk through. My suggestion is a short session, remote, with the depot account managers. Not a full training day. Half an hour or so, on your own data, showing them the one question that matters to them. Something like, what's happened with this retailer in the last month, and is anything building up.
- Liam DohertyI like that. Keep it to one question. If you show them ten things they remember none of them.
- Marcus BellAgreed. One question, one screen, and then they try it themselves while we're still on the call. People remember what they've typed.
- Liam DohertyCan I ask something? If they ask it wrong, I mean badly worded, does it just give them rubbish?
- Marcus BellUsually not rubbish. It might be vague. What I'd do is give them two or three example questions that you know work, and they can copy those and change the retailer name. That gets people started.
- Liam DohertyOkay, so you give me the examples, and I'll put them in the depot channel as well. Then it's not just a one-off session.
- Marcus BellPerfect. I'll write those up after this call. I'd want them to be the ones that have already worked for your team, so I'll pull a few from the actual questions people have asked. Is that alright, you're happy for me to look at those?
- Liam DohertyOf course, it's our account, go for it. Just not the daft ones.
- Marcus BellHa. I'll weed out the daft ones. Right, second thing, the ticket.
- Liam DohertyYeah, I remember. I chased that one, didn't I.
- Marcus BellYou did. One ticket in the last thirty days, and you'd marked it high priority, which was right given what you were trying to do that week. It's closed now. I wanted to check from your side, were you happy with how it went?
- Liam DohertyYeah, it was fine. I'd have liked to hear back a bit sooner on the first reply but it did get sorted, and nobody was left hanging in front of a retailer. I'm not going to make a thing of it.
- Marcus BellOkay. I'll take that on board. I can see the timestamps and it was inside what Growth gets, but you're the one who felt it, so thanks for saying. If something like that happens again, ping me directly as well as raising it, and I'll make sure someone's looking.
- Liam DohertyWill do. I do that anyway, you've probably noticed.
- Marcus BellI have. Please keep doing it. One ticket in a month is a pretty quiet month, by the way. That's usually a sign things are ticking along.
- Liam DohertyOr nobody's using it enough to break it.
- Marcus BellHa, well. Bit of both, probably. That's why I'm looking at usage and not just tickets.
- Liam DohertyFair point. Go on.
- Marcus BellThird, freshness. The nightly refresh is landing before seven each morning, so when your depot people log in first thing, they're looking at yesterday's picture, not last week's. I mention it because I know your early shifts start long before the office does.
- Liam DohertyYeah, that matters. The night managers hand over at six and if the brain's behind then nobody trusts it. They've not complained, so I'll take that as good.
- Marcus BellGood. Now, the bigger question, which is really for you. When you think about the next year, where do you want the brain to be? Because I can tune what I do around that.
- Liam DohertyHonestly? I want to see an at-risk retail contract before the customer rings us. That's the whole reason I bought it. Delivery exceptions piling up, a couple of grumpy calls, a ticket that's been sat there, and the brain says, look, this one's wobbling. Right now I think we're half there. We can see it if we go looking.
- Marcus BellRight. So half there means somebody has to go looking.
- Liam DohertyExactly. I want it to be a habit. Every account manager does a quick check before their weekly catch-up and it's just what they do.
- Marcus BellOkay, that's really clear. So the success measure isn't seats, it's that habit. I'd suggest we agree something simple we can both look at. Not a target as such. Say, how many of the depot account managers have asked at least one question in a week.
- Liam DohertyI like that better than a number of logins. Logins are meaningless, people open it and wander off.
- Marcus BellAgreed, questions are the better measure. Logins tell me nothing. I'll build that view and bring it to the next review.
- Liam DohertyCan I ask you something slightly awkward?
- Marcus BellGo on.
- Liam DohertyAt some point my management are going to ask what we're getting for it. It's not a complaint, it's just that you've got a number on the invoice and they'll want to know what it's bought. What do I say?
- Marcus BellThat's not awkward at all, it's the right question. Honestly the best answer is examples, not charts. A couple of cases where someone got ahead of a retailer because the brain pulled things together. So if you've got those stories, even rough ones, write them down as they happen, and I'll turn them into a one-pager with the usage alongside.
- Liam DohertyI've got one from last month. A big retail account, I won't say which. The account manager saw a run of late-delivery tickets and a tetchy call together, picked up the phone before the customer did, and it never turned into a complaint.
- Marcus BellThat's precisely the sort of thing. Can you send me a couple of lines on that, who did it, roughly when, and what they'd have done otherwise? I'll keep it anonymous if you want.
- Liam DohertyYeah, I'll send it over tonight. Or tomorrow, more likely.
- Marcus BellTomorrow's fine. No rush. Now, the renewal, just so it's on your radar and nobody's surprised later.
- Liam DohertyGo on, make it quick.
- Marcus BellThe contract runs to 30 Nov 2025 and renews on 1 Dec 2025. You're at forty-four thousand a year on Growth, and that's what's been invoiced, so it all lines up. There's nothing to do now. Closer to the time I'll send you the formal notice and we'll have the proper conversation, with Tom on the commercial side.
- Liam DohertyTom Ashdown. Yeah, I know Tom. He'll want to talk about more seats, won't he.
- Marcus BellHa, he might. But honestly I'd rather we got the forty used before anyone talks about more. That's my view, and it's a lot easier to have a good renewal when people are using what they've got.
- Liam DohertyAgreed. I don't want to be the guy asking for more when half of them aren't logging in.
- Marcus BellExactly. So the plan really is the depot session, the example questions, the weekly habit, and the one-pager. If we've done those by the summer, the renewal is just paperwork.
- Liam DohertyOkay. Love that. Is there a quarterly review thing as well? I vaguely remember that being in the package.
- Marcus BellYes, Growth includes quarterly reviews. This call's a lighter check-in, but I'd like to put the proper one in the diary for next quarter, and make that the place we look at the weekly question counts by depot. Shall we book half an hour for it?
- Liam DohertyYeah, do that. Send it to me and I'll add whoever should be there. Possibly my boss, if he's around, it'd be good for him to see the chart.
- Marcus BellGreat, that would help. Right, anything else on your side before we wrap up? Anything not working, anything you wish it did?
- Liam DohertyNot really. One thing. Some of the depot lot ask whether they can see just their own depot and not everything. I said I'd check. Is that a thing?
- Marcus BellMm. I don't want to promise something wrong there. I'll find out exactly how that works for your set-up and come back to you in writing, so you've got a straight answer to give them rather than my guess.
- Liam DohertyPerfect. That's all I've got.
- Marcus BellBrilliant. So to recap. I'll send you the example questions and a draft invite for the depot session, I'll find out about depot-level views, and I'll put the review in the diary. You'll send me that account example and the names of the depot account managers for the session.
- Liam DohertyYep. Names and the story, tomorrow.
- Marcus BellLovely. Thanks, Liam, really useful. Happy to jump on a call any time before then if something comes up.
- Liam DohertyCheers, Marcus. Speak soon.
- Marcus BellSpeak soon. Bye.
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