Brakkevoort Logistics / BG-Demo – QBR
Callcompleted
Brakkevoort Logistics · 25 Feb 2026 12:00
At the 25 Feb 2026 QBR Pieter van Dam accepted rising usage and questions but disliked fourteen active users out of forty. He wants the Growth renewal signed before 31 Mar 2026, and an adoption plan is the open item.
What was said
What this says
As at Fri 9 Oct 2026At the 25 Feb 2026 QBR Pieter van Dam accepted rising usage and questions but disliked fourteen active users out of forty. He wants the Growth renewal signed before 31 Mar 2026, and an adoption plan is the open item.
What happened: Marcus Bell took Pieter and Bas Vermeulen through usage, dashboards, tickets and connectors. Tom Ashdown joined for the renewal, which runs from 1 Apr 2026 on the same Growth plan.
Customer view: Pieter challenged the ratio of fourteen active users to forty licensed and asked for usage by day. He accepted that one ticket in the month, with questions up and records climbing, reads as the product working.
Commercial: Marloes and Wouter are checking the paperwork against the contract. Tom said the adoption plan Marloes asked for, with names and a timeline, is what unlocks it.
Watch: Pieter and Bas ask a large share of the questions, which is a key-person risk. Bas asked about the connector allowance for a possible planners system, and Tom asked to keep that separate from the renewal.
Themes
As at Fri 9 Oct 2026Theme
Growth QBR and 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- Marcus Bell sends Pieter the usage by day and the team lead ideas, today or first thing tomorrow.
- Pieter van Dam sends Marloes the adoption plan so the renewal paperwork can be completed.
- Tom Ashdown gets the renewal paperwork to Marloes and handles any connector request after signing.
Risks
As at Fri 9 Oct 2026- Only fourteen of forty licensed Growth users are active, and Pieter said he does not love the ratio.
- Pieter and Bas ask a large share of the questions, so the weekly review depends on two people.
- Renewal paperwork is still being checked by Marloes and Wouter and waits on the adoption plan.
Opportunities
As at Fri 9 Oct 2026- Bas may need another connector for the planners, which would be an add-on once the renewal is signed.
- Saved questions per shipper type and sessions with team leads could widen who asks questions.
Transcript
Marcus BellHello, hello. Can you hear me alright? I'll share my screen in a second, just getting the right window up.
Pieter van DamHello Marcus. Yes, I hear you. Before we start, let me check last time's actions. Bas, you were going to run a session for the account managers. Did it happen?
Bas VermeulenHi everyone. Yes, it did. Two sessions, actually, because the first group was too big. It went fine. People asked good questions about how to find an exception ticket for a specific shipper.- Pieter van DamGood. That is what I wanted to hear. Marcus, go ahead.
- Marcus BellThanks Pieter. Right, you should see my screen now. Quick plan for the hour. I'll go through usage first, then the dashboards Bas has built, then tickets, and then anything you want from us for the next quarter. And Tom's joining in a minute for the renewal bit. Is that okay?
- Pieter van DamFine. Let's make it concrete. I want numbers, not a general story.
- Marcus BellNo, absolutely. I've pulled the numbers. So, you've got forty licensed users on Growth. Over the last month, active users average a little over fourteen. That's up on the previous quarter, so it's moving the right way.
- Pieter van DamFourteen out of forty. Marloes asked me the same thing last week. I do not love that ratio.
- Marcus BellYeah, I get that. I'd say the direction matters more than the level here. It was lower last quarter, and the sessions Bas ran fall inside this window, so I'd expect to see a bit more next month.
- Bas VermeulenCan I add something? Some of the account managers log in once, look at their shipper, and go. They are not daily users. That is natural for them. The weekly shipper review is when most of them look.
- Pieter van DamMm. That is true. The review is on a fixed day. So the average hides the pattern. Marcus, can you show it by day?
- Marcus BellI can, yeah. I'll add that to the report I send after. It'll show the review day clearly. Next, questions asked. This is the one I care most about, because it's the best single measure of whether people are getting value.
- Marcus BellQuestions are up on last quarter too. What I'd flag is who's asking. A big share comes from you, Pieter, and from Bas. That's not a problem today, but I'd like to see the account managers asking directly more often, rather than going through the two of you.
- Pieter van DamTo be clear, I agree. I do not want to be the bottleneck. If I go on holiday, the review should still run. What is the plan to change this?
- Marcus BellA couple of ideas. One, a short saved set of questions per shipper type, so an account manager can start from something. Two, maybe a half hour with each team lead, not a big training session. Bas, what do you think?
- Bas VermeulenI like the saved questions. I can set those up on my side if Marcus shows me how pages and chat can share them. The team leads, yes. They respond better when it's their own shippers on the screen.
- Marcus BellGreat, I'll do that with you after this call. Let me move on to the dashboards.
- Marcus BellSo Bas has built the exception tickets dashboard, and there's the shipper overview next to it. Bas, do you want to say what you were aiming for?
- Bas VermeulenYes. The idea from Pieter was that an account manager sees an exception ticket for a shipper before the shipper phones. So the dashboard groups open exception tickets by shipper account and shows the last few calls next to it. It pulls from the helpdesk and from the call recorder.
- Pieter van DamAnd does it work? That is my question. Not whether it looks nice.
- Bas VermeulenIn general yes. There is one thing. The refresh happens overnight, so something that happens in the afternoon is not there until the next morning. For the weekly review that is fine. For a same-day issue they still need to look in the helpdesk itself.
- Pieter van DamUnderstood. That is a limitation I can live with, as long as the account managers know. Can we write that on the dashboard? One line.
- Bas VermeulenEasy. I'll add a note at the top.
- Marcus BellThat's a good call, actually. It stops people trusting it for things it's not meant for. And it's the sort of thing that shows how much you've invested in building your own views. Most Growth customers have fewer dashboards than this.
- Pieter van DamGood. Next.
- Marcus BellTickets. You've had one in the last month, and it wasn't high priority. It was picked up and closed within the time we commit to for Growth. Bas, you raised it, do you remember it?
- Bas VermeulenYes. It was a how-to question. How to filter on a custom field in the dashboards builder. The answer came quickly, and it worked.
- Pieter van DamOne ticket is quiet. Is quiet good or is quiet a sign no one is using it?
- Marcus BellFair challenge. Normally I'd read few tickets alongside a shrinking user base as a worry. But yours are growing, questions are up, and the connectors are loading. So I read it as the thing just working. I'd keep an eye on it, but I'm comfortable.
- Pieter van DamOkay. I accept that. Connectors, then. Anything not loading? Bas, you know best.
- Bas VermeulenAs far as I know, all of them load. I check the records count every Monday. The numbers go up, they do not sit flat. If one of the sources changes, I would tell Marcus.
- Marcus BellYeah, that matches what I see. Records indexed are climbing steadily across the connectors. If that flattens, that's the first sign something's broken at the source, usually after a system change. So please do tell me if your IT team is planning to change anything in the CRM or the helpdesk.
- Pieter van DamNoted. Bas, can you make sure you are in that conversation? If IT changes a system, you hear first.
- Bas VermeulenI will ask. I am usually included, but it is not formal.
- Marcus BellRight. Let me just bring Tom in, because the renewal is next. Tom, you there?
Tom AshdownI'm here, I'm here, sorry. Was stuck on the previous thing. How's everyone doing? Pieter, good to see you. Bas, good to meet you properly.- Bas VermeulenHi Tom. Yes, we have only emailed before.
- Tom AshdownRight. So the renewal. Short version, Pieter, as you know, it's on the same Growth plan, the contract ends 31 Mar 2026 and it renews from 1 Apr 2026. I've been on the phone with Marloes and Wouter, and they've got the paperwork and they're checking it against the contract.
- Pieter van DamYes. To be clear, I want it signed before the contract ends. No gap. What do you need from me?
- Tom AshdownHonestly, mostly the adoption plan Marloes asked for. If she sees names and a timeline for the account managers, I think that unlocks it. The rest is her and Wouter doing their checks.
- Pieter van DamThen what you and Marcus are showing me today is the plan. I will use it. Marcus, can you send me the usage by day, and the list of ideas for the team leads?
- Marcus BellWill do, today or first thing tomorrow. I'll put the headline numbers in plain words so you can paste them to Marloes.
- Pieter van DamGood. Anything else for next quarter? Bas, anything you need from BG-Demo?
- Bas VermeulenOne thing. If more people come in, I would like to know how many more connectors we are allowed, in case the planners want their own system in. I do not want to build something and then find we are at the limit.
- Marcus BellGood question, and it's better to ask now. You've got the Growth allowance of connectors, and I'll send you exactly what's used and what's left. If the planners want one more than that, there's an add-on, but let's see what they actually need first. That's Tom's side if it turns into a commercial thing.
- Tom AshdownYeah, flag it to me when you know, Bas. No drama. Let's not complicate the renewal with it, we can look at it separately once that's signed.
- Pieter van DamAgreed. Renewal first. Then the planners.
- Marcus BellThat's me, then. Let me read back actions so we're all clear. I send Pieter the usage by day and the team lead ideas. I send Bas the connector count and what's left. Bas adds the note about overnight refresh to the dashboard and sets up the saved questions with me. Tom gets the renewal paperwork to Marloes. Pieter sends her the adoption plan.
- Pieter van DamThat is correct. Thank you, all.
- Tom AshdownCheers, everyone. Speak soon.
- Bas VermeulenThanks. Goodbye.
- Marcus BellThanks all. Bye for now.
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