Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd · 2025-03-17 11:30
Check-in on 17 Mar 2025. Liam Doherty wants the depots on the brain so there is one view. Usage is rising, headroom is large, and he needs a value story for finance before the December renewal. He is also the key-person risk.
What was said
What this says
Current to 13 Oct 26Check-in on 17 Mar 2025. Liam Doherty wants the depots on the brain so there is one view. Usage is rising, headroom is large, and he needs a value story for finance before the December renewal. He is also the key-person risk.
What happened: Marcus Bell reviewed usage, tickets and the renewal with Liam Doherty on 17 Mar 2025. About eight of forty Growth users are active, up roughly a fifth on the quarter.
Customer view: Liam is happy with support and wants the depots on the brain. He asked whether stale morning numbers were real, and Marcus found nothing flat in the last few weeks.
Commercial: The contract renews on the first of December at £44k a year, and invoices are paid. Liam expects finance to ask what the spend delivers, so the depot rollout and the early-warning retailer story are the value case.
Watch: Liam is one of the heaviest askers and mostly the only admin, with one other person who would ring him first. A second admin was agreed as an action.
Themes
Current to 9 Oct 26Theme
Depot rollout, renewal value
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Liam to send Marcus the depot managers list and a second admin name by the end of the week.
- Marcus to send a one-page usage summary, the retailer write-up and times for a depot session.
- Marcus to discuss the December renewal with Liam nearer the time, with Tom.
Risks
Current to 9 Oct 26- Liam is one of the heaviest askers and nearly the only admin, so the account depends on one person.
- Only about eight of forty licensed users are active, so finance may question what the spend delivers.
- Depot staff reported numbers a day behind; Marcus saw no flat records but asked for depot and time if it recurs.
Opportunities
Current to 9 Oct 26- Roll the Growth dashboards builder out to depot managers, starting with the depot handling the big retail contracts.
- Thirty-odd unused licences mean depot users can be added at no extra cost.
- The early-warning retailer story can anchor the value case before the renewal conversation.
Transcript
Liam Doherty NoneHello, hello. Can you hear me alright? I've got the headset on today because the laptop mic's been rubbish.
Marcus Bell NoneYeah, loud and clear. Morning, Liam. How's the week treating you?- Liam Doherty NoneBusy, busy. The M60 this morning was a joke, I nearly dialled in from the car park. Rain all weekend, then it stops and everyone forgets how to drive.
- Marcus Bell NoneHa, I know that one. I'm up the road from you and it was exactly the same. Right, I'll not keep you long, we've got the half hour. Let me share my screen. Can you see the usage page?
- Liam Doherty NoneYep, I can see it. Bit small, but yep.
- Marcus Bell NoneI'll zoom in. So what I want to cover is three things. How usage has looked since the last check-in, the tickets, and then what you want to do next with the depots. And I've got a quick heads-up on the renewal, nothing scary, just so it's on your radar. Does that work?
- Liam Doherty NoneLove that. Yes. Go on, hit me with the numbers.
- Marcus Bell NoneSo, I've pulled the numbers. You've got forty licensed users on the Growth plan. On an average day over the last thirty days, about eight of them are active. That's up by roughly a fifth on the quarter before.
- Liam Doherty NoneRight. So eight out of forty. That's not massive, is it.
- Marcus Bell NoneIt's moving the right way, which is what I look at first. It was lower before Christmas, and what's changed is the account managers. A few more of them are asking it questions rather than just reading the pages.
- Liam Doherty NoneYeah, that's the Trafford Park lot mostly. Once a couple of them saw what it did with the delivery exceptions, they stopped coming to me for everything. Which, honestly, is the dream.
- Marcus Bell NoneThat's what I'd hoped. And you're still one of the heaviest askers, I'll be straight with you. If you stepped away tomorrow, it'd be a different picture.
- Liam Doherty NoneHa, don't say that, I'm not going anywhere. But fair. That's why I keep saying, can we get the depots on it? One view, that's the point. At the moment the other depots are still ringing each other and emailing spreadsheets round.
- Marcus Bell NoneRight, and that's the bit I wanted to get to. You've got plenty of headroom, thirty-odd licences not being used, so there's no cost to adding people. It's more about getting them comfortable.
- Liam Doherty NoneCan I ask something slightly different first? The overnight refresh. Some mornings the depot lads say the numbers look a day behind. Is that a thing, or is it them?
- Marcus Bell NoneFair question. The refresh is meant to be done by 07:00 every business morning, and I've looked at the last few weeks, records have kept coming in steadily, nothing gone flat. So if somebody's seeing something old, it's more likely a saved view or they're looking at a weekend. If it happens again, send me the depot and the time and I'll check.
- Liam Doherty NoneBrilliant. That's what I'll tell them. I'll get them to send the time.
- Marcus Bell NoneYeah, and honestly it's a good sign they're looking at it first thing. Nobody checks freshness on something they've stopped using.
- Liam Doherty NoneSo what does comfortable look like? Because I've done the lunch and learn thing and half of them nodded and then never logged in.
- Marcus Bell NoneMm. Yeah, I see that a lot. What tends to work is something tied to their day. Not a tour of the whole brain, but here's your accounts, here's what came in overnight, here's the exceptions on your retailers. Fifteen, twenty minutes, then they actually use it.
- Liam Doherty NoneSo per depot. Their accounts, their exceptions.
- Marcus Bell NoneRight. And on Growth you've got the dashboards builder, so if you wanted a standard view each depot manager lands on, you could build it once and share it. I'm happy to jump on a call with you and show how, and we can do it with whoever you pick as the first depot.
- Liam Doherty NoneDid you ever do this sort of thing in your last job? You were in logistics, weren't you?
- Marcus Bell NoneAccount management at a logistics firm, yeah, in Manchester. Honestly, delivery exceptions give me flashbacks. Everyone shouting about a pallet. If we'd had everything in one place back then I'd have slept better.
- Liam Doherty NoneHa, that's it exactly. Love that. Okay, so I'd start with the depot that's most painful. The ones that handle the big retail contracts, they're the ones getting the angry calls. If they could see a contract going wrong before the customer rings, that's the whole reason we bought this.
- Marcus Bell NoneHas that happened yet? Have you caught one early?
- Liam Doherty NoneOnce, properly. Calls, the delivery exceptions and the account record all in one place, and I could see a retailer had been getting sour for a few weeks. The depot hadn't flagged it because each bit on its own looked like noise. We rang them first. Had a proper conversation. They're still with us.
- Marcus Bell NoneThat's a good one. Can I write that up in the summary for you? Useful to have something to point at internally.
- Liam Doherty NoneYeah, please.
- Marcus Bell NoneWhile I've got the screen up, let me show you what a dashboard looks like on your account. This is one somebody on your side built, it's a simple one, the exceptions by retailer. It's the sort of thing you'd copy for each depot.
- Liam Doherty NoneOh nice. I didn't know someone had done that. Is that one of the account managers? I thought it was just me playing about.
- Marcus Bell NoneIt's from your side, yeah. I can't see who from here, but that's what I mean about people getting more confident. Copy it, change the filter, job done.
- Liam Doherty NoneLove that. That's the depot rollout in about an afternoon, then.
- Marcus Bell NoneRoughly, yeah. I wouldn't promise an afternoon for the people part, but the build part, yes. Let me carry on with the tickets. There were two in the last month, nothing high priority, nothing outstanding. Both were quick ones and both are closed.
- Liam Doherty NoneYeah, I remember one of them, that was mine. Sorted fast. I'll say it, support's been alright. I hate it when a ticket just sits, I chase them like a terrier, and I didn't have to this time.
- Marcus Bell NoneGood to hear. Anything bugging you on the product side, anything you wish it did that it doesn't?
- Liam Doherty NoneHmm. Not bugging. I'd like the exceptions view to be a bit friendlier for the people who don't live in it. But that's the training thing again, probably. If I can build the dashboard they'd land on, that might fix it.
- Marcus Bell NoneI'd start there. And if there's something still missing after that, tell me and I'll take it to the product team. I won't promise anything on timing, but I'll make sure it's written down properly.
- Liam Doherty NoneFair enough.
- Marcus Bell NoneOkay, the renewal bit. Your contract runs to the end of November and renews on the first of December, so that's a good while off. You're at forty-four thousand a year for the forty users, and invoices are all paid up, so nothing to chase there.
- Liam Doherty NoneRight. And is that going to change?
- Marcus Bell NoneThat's a conversation for Tom, he looks after the commercial side, and I don't want to say something that isn't right. What I'll do is get you the usage picture nearer the time so you've got what you need to take upstairs. Is that useful?
- Liam Doherty NoneYeah, that'd help. Finance will ask what we're getting for it, and I want the answer to be the exceptions thing and the depots, not just 'it's a nice search'.
- Marcus Bell NoneExactly. That's why I'd like the depot rollout to be the story. It gives you something concrete before November.
- Liam Doherty NoneQuick one on the CRM side. If we change fields in there, or add a new one, do I need to tell you, or does the brain just cope?
- Marcus Bell NoneTell me, ideally. It mostly copes, but if a field disappears or gets renamed, a connector can quietly stop loading and you'd only see it as records going flat. I watch for that, but a heads-up from you means I'm looking on the right day rather than a fortnight later. A line in an email is plenty.
- Liam Doherty NoneEasy. I'll put you on the list for anything that touches the CRM or the helpdesk.
- Marcus Bell NonePerfect. Last bit of housekeeping: is it still just you looking after the admin side of the account? I want to make sure I've got the right person.
- Liam Doherty NoneMostly me, yeah. There's one other person who can do it, but they'd ring me first. I probably should write it down properly. Doing things properly, that's me, even when I'm not.
- Marcus Bell NoneIt's worth having a second person who really knows it, honestly, on any account. Holidays, sickness, buses. Could you think about who that'd be, maybe one of the depot managers you're starting with?
- Liam Doherty NoneYeah, that's sensible. Someone who'll actually enjoy it. I'll put a name next to it in the list.
- Marcus Bell NoneGreat. So let me say it back. You send me the depot managers list and a second admin by the end of the week. I send the usage summary, the write-up of the retailer story, and some times for a session. And we talk renewal properly nearer the time, with Tom.
- Liam Doherty NonePerfect. Can you put the usage summary in a form I can forward? Finance love a page.
- Marcus Bell NoneCourse. One page, plain: what's being used, who's asking, and the retailer story. No jargon. And you've got your quarterly review with me on Growth anyway, so I'll fold the depot plan into the next one, if that suits.
- Liam Doherty NoneYeah, that suits. Can we get some of the depot managers in for that one? I want them to hear it's not just my pet project.
- Marcus Bell NoneLove that. I'll ask. Bring who you like. The more of them who've seen the same page, the easier it is afterwards. Honestly, that's half of it, everyone looking at the same thing.
- Liam Doherty NoneOne view, that's the point. That's what I've been banging on about since we started.
- Marcus Bell NoneYou have, and it's working. About eight people a day, up on the quarter, and a story you can tell. That's a good place to be in March.
- Liam Doherty NoneHa, I'll take that. Right, I'd better dash, there's a delivery thing kicking off.
- Marcus Bell NoneNo problem at all. I'll get that email to you this afternoon. Thanks for the time, Liam, and say hello to the Trafford Park lot.
- Liam Doherty NoneWill do. Cheers, Marcus. Speak soon.
- Marcus Bell NoneSpeak soon. Thanks, Liam. Bye.
- Liam Doherty NoneBye.
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