Brakkevoort Logistics / BG-Demo – Check In
Callcompleted
Brakkevoort Logistics · 27 Jul 2026 12:00
Pieter van Dam pressed Marcus Bell on repeated high priority tickets and a late refresh. No service credit is due under Growth, which covers availability only. Usage is about a third of the forty seats, and trust in the view is wobbling.
What was said
What this says
As at Fri 9 Oct 2026Pieter van Dam pressed Marcus Bell on repeated high priority tickets and a late refresh. No service credit is due under Growth, which covers availability only. Usage is about a third of the forty seats, and trust in the view is wobbling.
What happened: On 27 Jul 2026 Pieter raised three high priority tickets in one month, against about one a quarter before. Marcus said the tickets connector has loaded every business day since the stall but would not call it solved.
Customer view: Pieter is not asking for money but for reliability. He needs a date from Ewan on the alert by Wednesday, ahead of a Thursday shipper review.
Commercial: Marcus confirmed the Growth order form credits availability only, so nothing is due for the stale morning. Pieter has to defend £44k a year to his finance people and wants a freshness conversation with Tom Ashdown.
Watch: Some account managers told Pieter they return to spreadsheets after one wrong number. Bas Vermeulen is the admin and the first person colleagues ask, and Marcus offered him a short session on the admin page.
Themes
As at Fri 9 Oct 2026Theme
Data freshness and trust
Importance
complaint
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 to get a date from Ewan for testing the alert and send it to Pieter in writing by Wednesday.
- Tom Ashdown to contact Pieter directly about what protects Brakkevoort on freshness.
- Marcus Bell to book thirty minutes the following week, not Thursday, once Pieter sends the account manager names.
Risks
As at Fri 9 Oct 2026- A stale morning has eroded trust, and account managers say they go back to spreadsheets after one wrong number.
- Growth service credits cover availability only, so the customer has no contractual protection on freshness; only Enterprise is credited for it.
- Pieter has to justify £44,000 a year to his finance people, and the admin Bas is carrying more than he should.
Opportunities
As at Fri 9 Oct 2026- About a third of the forty licensed seats are active on an average day, which leaves adoption headroom.
- Marcus can build a value case from who asks questions and which shipper accounts they look at.
Transcript
Pieter van DamMarcus, hello. Can you hear me?
Marcus BellHello Pieter, yes, all good. Afternoon, or I suppose lunchtime for you. Did you get any lunch?- Pieter van DamA sandwich at my desk. It is Monday. Let's start. Last time we spoke, on Friday, there were actions. Let me check them. Dominic would send a written note. Did it arrive?
- Marcus BellIt did. I saw it go to you this morning. I'll share my screen in a second, but first, did it make sense? Was there anything missing?
- Pieter van DamIt was clear. Timelines, names, next update. I forwarded it to the account managers. But, to be clear, my worry is not the note. My worry is the next one.
- Marcus BellYes. I hear that. Honestly, so would I.
- Pieter van DamThree high priority tickets in one month. Before, we had maybe one in a quarter. So what is the plan?
- Marcus BellLet me tell you what I've done since Friday, and what I can't tell you. I've pulled the numbers again for the account. The tickets connector has loaded on every business day since the stall, records indexed is moving each morning, and the nightly refresh has finished before seven every day since.
- Pieter van DamFour days. That is not very long.
- Marcus BellNo, it isn't. I'm not going to tell you it's solved on four days. Ewan is still working through the trace, and I'd rather he tells you the cause himself when he has it.
- Pieter van DamDid he give a date for the alert? On Friday he said early this week.
- Marcus BellHe said he'd come back to you with a date for testing it, and he's aware you're waiting. I can't give you a date for engineering work on his behalf, and I don't want to. I'll chase him today and put the answer in writing to you, so it isn't hanging.
- Pieter van DamMm. Okay. I need it by Wednesday. I have a shipper review on Thursday and my team will ask me if the exception view is reliable.
- Marcus BellWednesday. Noted. I'll write that down now. Wednesday, a date from Ewan on the alert, by me, to you.
- Pieter van DamGood. Next, the credit. You said you would check the order form.
- Marcus BellI did. I want to give you the plain answer. Your contract is Growth, and the service credits under it cover availability. They don't cover data freshness. The brain was up on the morning the refresh was late, so there's no credit due under the contract as written.
- Pieter van DamSo it was available but stale.
- Marcus BellThat's exactly the distinction, and I know it's not very satisfying from where you sit. If you want to talk about what protects you on freshness, that's a commercial conversation, and it belongs with Tom, your account owner. I'm not the person to negotiate it, and I don't want to dress it up.
- Pieter van DamI understand. I am not asking for money. I am asking for reliability. But I will want a conversation with Tom at some point.
- Marcus BellI'll tell him, and I'll ask him to get in touch with you directly. Is that fine?
- Pieter van DamYes. Please.
- Marcus BellWhile I have you, can I show you the usage? I think it matters for this.
- Pieter van DamGo ahead.
- Marcus BellOkay. Can you see the chart? So, active users over the last thirty days average about thirteen, which is up a little on the previous quarter. You have forty licensed seats, so that's roughly a third of them in active use on an average day.
- Pieter van DamA third. Hm. Is that good or bad?
- Marcus BellHonestly, both. The direction is right, it's growing. But there's headroom, and I'd like to understand why the other two thirds aren't in there. Is it that they don't need it, or that they've lost confidence in the view?
- Pieter van DamBoth, maybe. Some of the account managers told me, if the numbers are wrong once, I go back to my spreadsheet. That is human.
- Marcus BellYeah. That's the cost of a stale morning. It's bigger than the morning.
- Pieter van DamSo you see why I am concerned. You are on Growth at forty-four thousand a year. I have to defend that to my own finance people. They ask what we get for it. I say, my account managers see shipper accounts, exception tickets and calls together. But if they do not trust it, I have nothing to say.
- Marcus BellRight. And that's a fair challenge. I'm not going to argue it. What I can do is help you build the case with real numbers: who's asking questions, how often, which shipper accounts they look at. Then you've got something concrete for your finance people, good or bad.
- Pieter van DamYes. That is useful. Let's make it concrete. What would you need from me?
- Marcus BellA couple of names. Two or three account managers who use it most, and one or two who've gone quiet. With their say-so I can look at what they ask and when. Then we sit down, shall we book thirty minutes next week, and go through it.
- Pieter van DamI can give you names today. I'll send them after this call. Send me a time for next week, but not Thursday.
- Marcus BellNot Thursday, got it. I'll send two options this afternoon.
- Pieter van DamAnd Bas? He is carrying more than he should. He is the admin, he is the first person people ask. Is there anything he should be doing?
- Marcus BellOn Friday we pointed him to the last loaded column, which is a stopgap. Beyond that, I'd like to run a short session with him on the admin page, so he's not the only one who knows how to read it. Nothing heavy. Happy to jump on a call with him this week if he's got time.
- Pieter van DamAsk him directly. He will say yes. He is polite, he will not say he is too busy.
- Marcus BellThen I'll make it a short one and I'll tell him you suggested it.
- Pieter van DamGood. Let me say it back, so we both have it. Wednesday, you send me a date from Ewan for the alert. Today, I send you names. You send two times for next week, not Thursday. You tell Tom to call me about freshness. And you talk to Bas about the admin page.
- Marcus BellThat's everything. I'll put it in an email so it's in writing before the end of the day.
- Pieter van DamGood. And Marcus, if the date slips, say so. Do not wait for me to ask. I prefer bad news early.
- Marcus BellUnderstood. You'll hear it from me first.
- Pieter van DamOkay. Thank you. Groet.
- Marcus BellThanks, Pieter. Speak soon.
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