Brakkevoort Logistics / BG-Demo – Check In
Callcompleted
Brakkevoort Logistics · 26 May 2026 15:45
On the 26 May 2026 check-in, Pieter van Dam heard that active users are down roughly an eighth on the previous quarter. He wants value examples before the 1 Apr 2027 Growth renewal. No tickets are open and invoices are paid.
What was said
What this says
As at Fri 9 Oct 2026On the 26 May 2026 check-in, Pieter van Dam heard that active users are down roughly an eighth on the previous quarter. He wants value examples before the 1 Apr 2027 Growth renewal. No tickets are open and invoices are paid.
What happened: Marcus Bell ran a check-in with Pieter van Dam on 26 May 2026. Active users average about twelve, down roughly an eighth on the previous quarter, against forty licensed users.
Customer view: Pieter reads the dip as a question about his team, not the system. He said falling usage is hard for him to explain, and he wants shipper examples to take upstairs.
Commercial: The term runs to 31 Mar 2027 and renewal is 1 Apr 2027, Growth at £44k a year. Nothing is open on support and invoices are paid.
Watch: The cause of the fall is not established. Pieter suggested holidays and shipper renewals, and the evidence does not show a rival or a price complaint.
Themes
As at Fri 9 Oct 2026Theme
Usage dip 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- Marcus Bell sends the per-person usage split, the example questions and dates for the Thursday refresher.
- Pieter van Dam asks his team why they have gone quiet and says if anything is missing.
Risks
As at Fri 9 Oct 2026- Active users are down roughly an eighth on the previous quarter, and the reason is not known.
- Pieter said falling usage will be hard to justify at the Growth renewal on 1 Apr 2027.
Opportunities
As at Fri 9 Oct 2026- A list of shipper examples where an exception was seen before the shipper complained can give Pieter a value case.
- A refresher inside the Thursday review could bring back the people who have gone quiet.
Transcript
Marcus BellHi Pieter. Sorry, am I a minute early? I'm still sorting my screen share.
Pieter van DamNo, you are on time. Good afternoon. I can hear you.- Marcus BellGood afternoon. Right, I'll share my screen in a second. It's a bit grey here, I assume it's not much better your side?
- Pieter van DamSun in the morning, now clouds. It is the Netherlands. So, last time's actions. The walkthrough with my account managers. We did that, yes?
- Marcus BellWe did, and you brought the team leads along with a shipper each, which made it far better than a generic demo. I also sent the usage split afterwards, as promised.
- Pieter van DamYes. Okay. And today?
- Marcus BellToday I wanted to look at usage again, check there's nothing open on the support side, and then just talk about what you want from the brain over the coming months. Is that okay?
- Pieter van DamThat is fine. Start with the usage. I think you will tell me something I do not like.
- Marcus BellHa, well, it's not dramatic. I've pulled the numbers. Active users over the last month average about twelve, and that's down roughly an eighth on the previous quarter. You've got forty licensed users, so it's still a small share of the licence.
- Pieter van DamDown. After we went up. To be clear, I thought we were moving the right way.
- Marcus BellIt did go up earlier in the year, you're right. This quarter it's slipped back a bit. Not to where it was before, but I don't want to dress it up.
- Pieter van DamWhat is the reason? Do you know?
- Marcus BellHonestly, I don't, and I'd rather not guess from a chart. What I can see is that it's spread across a few people rather than one person leaving. Nobody has dropped to nothing.
- Pieter van DamMm. Let me think. Some people were away in the last weeks. Spring holidays, and two of my managers were busy with the contract renewals of shippers. Maybe that is part of it. I do not know exactly.
- Marcus BellThat would fit, because shipper renewals are the kind of thing people do in their email and spreadsheets when they're rushed. The question is whether they come back to it afterwards.
- Pieter van DamSo what is the plan? I do not want vague. Let's make it concrete.
- Marcus BellOkay. Two things. First, I'll send you the user-level split again, with the changes by person, so you can see exactly who has gone quiet and who hasn't. You can use that in your review, it's your team so you'll know the context far better than I do.
- Pieter van DamGood. Second?
- Marcus BellSecond, a short refresher with the people who've dropped off. Same idea as before, their own shippers, nothing generic. Happy to jump on a call, half an hour, whenever suits.
- Pieter van DamYes. I prefer you run it in the Thursday review again. People attend that. A separate meeting, they skip.
- Marcus BellFine by me. I'll send some dates after this. I'd suggest we aim for within the next few weeks, before the summer gets in the way.
- Pieter van DamAgreed. Now the support side. Anything open?
- Marcus BellNothing. No tickets at all in the last month, none open, nothing high priority. No overdue invoices either, everything's paid up.
- Pieter van DamGood. But silence is also something I watch. No tickets can mean no use.
- Marcus BellThat's a fair point, and it's the reason I'd read the two together. Fewer people active and no tickets. I don't think it's a problem with the data, since the sources are loading and the nightly refresh is landing. It's more that fewer people are asking.
- Pieter van DamOkay. So it is about my team, not your system.
- Marcus BellI'd say mostly, yes. But if people tell you it's missing something they need, I want to hear it. That's useful to me as well.
- Pieter van DamI will ask them. One question from me. The contract. When is it next?
- Marcus BellYou're in your second year. The term runs to 31 Mar 2027 and the renewal date is 1 Apr 2027, Growth at £44,000 a year. Plenty of time, and as the customer success manager I'll bring it up with you well ahead, so there are no surprises.
- Pieter van DamGood. I want to show that it is worth the money before then. If usage keeps falling, it is hard for me to explain.
- Marcus BellI understand. That's why I'd like to get the numbers pointing the right way again. And if it helps, I can put together a short summary of what your team asks the brain, so you've got examples of the value, not only a user count.
- Pieter van DamYes. That helps. Shipper examples. Where an exception was seen before the shipper complained. That is the story I tell upstairs.
- Marcus BellGot it. I'll look for those in the question history and flag the ones that make that point clearly. I'll need you to confirm the shippers are okay to include, though, in case there's anything sensitive.
- Pieter van DamI will check. Send me the list first.
- Marcus BellWill do. Right, to summarise. I send the per-person split and the list of example questions, along with some dates for the Thursday refresher. You ask your team why they've gone quiet and tell me if anything's missing. Anything I've left out?
- Pieter van DamNo. That is the plan. I will check next time.
- Marcus BellOf course you will. Thanks Pieter, speak soon.
- Pieter van DamThank you Marcus. Goodbye.
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