Brakkevoort Logistics / BG-Demo – Check In
Callcompleted
Brakkevoort Logistics · 23 Mar 2026 14:30
On 23 Mar 2026 Pieter van Dam agreed to renew Growth at £44k with no changes. He refuses to pay for more until the thirteen active users rise towards twenty, and asked for a walkthrough at the Thursday review.
What was said
What this says
As at Fri 9 Oct 2026On 23 Mar 2026 Pieter van Dam agreed to renew Growth at £44k with no changes. He refuses to pay for more until the thirteen active users rise towards twenty, and asked for a walkthrough at the Thursday review.
What happened: Marcus Bell reviewed usage, one how-to ticket and the renewal with Pieter. The term ends 31 Mar 2026 and renews on 1 Apr 2026 at the same Growth level.
Customer view: Pieter found the usage split by account manager useful in the weekly shipper review. He sees the gap between thirteen active users and forty licensed as a habit problem, not a technical one.
Commercial: Scope stays as it is, with no extra users or connectors. Pieter said he will talk about more only once active use has grown.
Watch: Value rests on the account managers who only join the review. The half hour walkthrough with each team lead bringing a shipper is the test of whether usage moves.
Themes
As at Fri 9 Oct 2026Theme
Growth renewal, adoption gap
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Marcus Bell sends Pieter two or three dates for a half hour walkthrough at the Thursday review.
- Pieter van Dam asks each team lead to bring one shipper to the walkthrough.
- Tom Ashdown sends the renewal paperwork for the same Growth plan with no changes.
Risks
As at Fri 9 Oct 2026- Only about thirteen of forty licensed users are active, and Pieter will not pay for more until that rises.
- The renewal is flat at £44,000 with no growth in scope, and the term ends on 31 Mar 2026.
Opportunities
As at Fri 9 Oct 2026- Active users are up about a fifth on the previous quarter, led by account managers who check shippers before calls.
- Once active use nears twenty, Pieter is open to talking about more users or connectors.
Transcript
Marcus BellHello Pieter, can you hear me alright?
Pieter van DamYes, good afternoon Marcus. I hear you fine. And you? Is my video working?- Marcus BellYep, all good. There's some sun in Manchester today, which is rare enough that I'm mentioning it. How's Rotterdam?
- Pieter van DamWindy. Always windy. But dry, so I cannot complain.
- Marcus BellHa, fair. Right, I'll share my screen and say what I wanted to cover. Three things really. How usage looks, the one ticket you had last month, and the renewal, which is coming up quickly now. Is there anything you want to add?
- Pieter van DamFirst, last time's actions. You were going to send me the usage split by account manager. Did that go out?
- Marcus BellIt did, I sent it a few days after we spoke. Did it reach you?
- Pieter van DamYes, I have it. To be clear, I used it in the weekly shipper review. It was useful. Some of my account managers saw their own numbers for the first time and that started a good conversation.
- Marcus BellThat's great to hear. Okay, so, I've pulled the numbers. You're on Growth with forty licensed users, and the average number of people active in a month is up about a fifth on the previous quarter. We're sitting at around thirteen active on a typical stretch.
- Pieter van DamThirteen out of forty. So what is the plan for the rest? Let's make it concrete.
- Marcus BellYeah, that's the right question. I'd say the thirteen are the people who've made it part of their week. Looking at the breakdown, they're mostly the account managers who open a shipper page before a customer call, and a couple of your team leads who use chat to find exception tickets.
- Pieter van DamMm. That is what I expected. The ones who do the weekly review use it. The ones who only join the review, not so much.
- Marcus BellRight, so there's no technical blocker as far as I can see. It's habit. Everyone has a login, but it isn't yet the first place they go.
- Pieter van DamOkay. Show me what the busy ones ask. Not names, just the kind of question.
- Marcus BellSure. Give me a second, I'll scroll to it. Mostly it's things like: what has this shipper raised with us in the last few weeks, which exceptions are still open, and what was said on the last call. So it's the three things together, which is what you bought it for.
- Pieter van DamGood. That is exactly the point. If a shipper is going to be unhappy I want to see the exception tickets before they phone me.
- Marcus BellYeah. And the recent growth in users has been in that group, the people doing exactly that before calls.
- Pieter van DamFine. Next, the ticket.
- Marcus BellYes. One ticket in the last month, not high priority, and it was answered inside the Growth response time. It was a how-to question about filtering a shipper page by exception type. Your colleague had it sorted the same day.
- Pieter van DamOne ticket. Good. I do not hear complaints from my team either, so that matches.
- Marcus BellNo overdue invoices on your side either, so from where I'm sitting it's a quiet account, in a good way.
- Pieter van DamQuiet is good. Now the renewal. What do I need to do?
- Marcus BellSo your term ends on 31 Mar 2026 and the renewal date is 1 Apr 2026. You're renewing at the same level, Growth, at £44,000 a year, as on the current order form. Tom Ashdown, who looks after the commercial side, will send the renewal paperwork. If you've got questions on the paperwork, he's the right person, I'd only muddle it.
- Pieter van DamSame price. Same forty users. Same connectors.
- Marcus BellSame as it stands, yes. If you wanted to change the scope, say more users or another connector, that's a conversation to have with Tom before it's signed, rather than after.
- Pieter van DamNo changes now. I would rather get the thirteen to twenty first, then we talk about more. I do not want to pay for more when I do not use the forty.
- Marcus BellUnderstood, and honestly that's a sensible way round. I'd rather you got value out of what you have.
- Pieter van DamThen let's make it concrete. What can you do for the other account managers?
- Marcus BellHappy to jump on a call with them. Maybe a short walkthrough in one of your weekly reviews, using their own shipper accounts, so it isn't a generic demo. Would that work?
- Pieter van DamYes. Thursday review is the best slot. Half an hour. Not longer, they will drift.
- Marcus BellHalf an hour, perfect. I'll send you two or three suggested dates after this and you pick the one that suits your calendar.
- Pieter van DamOkay. And I will ask the team leads to bring one shipper each. Then you have real examples.
- Marcus BellThat would be ideal. Anything else on your side? Any connector you're thinking of adding, or any source that's been playing up?
- Pieter van DamNo. The ticket system and the CRM are fine. If something changes I will tell you before, not after.
- Marcus BellGreat, thank you. So to recap. I send the walkthrough dates for the Thursday review. You bring a shipper per team lead. Tom sends the renewal paperwork, same Growth plan, no changes. And I'll send you the usage split again after the walkthrough so we can see whether it moved.
- Pieter van DamYes, that is the plan. I will check next time that it was done.
- Marcus BellI'd expect nothing less. Thanks Pieter, speak soon.
- Pieter van DamThank you Marcus. Goodbye.
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