Copperwick Logistics / BG-Demo – QBR
Callcompleted
Copperwick Logistics · 9 Oct 2026 15:30
Copperwick's CFO Mike Delaney questioned paying for forty seats with under nine active users and asked for a one-page ROI before any renewal talk. Usage and questions are rising and the connection is stable.
What was said
What this says
As at Fri 9 Oct 2026Copperwick's CFO Mike Delaney questioned paying for forty seats with under nine active users and asked for a one-page ROI before any renewal talk. Usage and questions are rising and the connection is stable.
What happened: Hollie Grieve ran the QBR with Lauren Pacheco, Mike Delaney and Tyler Nguyen. Usage is up, support is quiet and the refresh lands on time.
Customer view: Mike opened with the all-in cost and asked in USD. He challenged seat utilisation and rejected anecdotes, asking for cost on one side and what changed on the other.
Commercial: Mike asked whether the price stays the same at renewal. Hollie pointed to the order form and made no promise. Tyler asked about adding another system, which is a scoping question under Growth.
Watch: Value is not yet proven in the customer's own numbers, and the CFO has made the ROI a condition of the renewal conversation. Hollie owes the dollar conversion, the questions by shipper view and the rep one-pager.
Themes
As at Fri 9 Oct 2026Theme
QBR, seat utilisation, ROI
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Hollie Grieve to get the dollar conversion from finance and send it to Mike Delaney directly.
- Hollie Grieve to send the questions by shipper view and the rep one-pager after the call.
- Lauren Pacheco to supply retention figures and the next reps to bring on, then reconvene on the ROI draft.
Risks
As at Fri 9 Oct 2026- The CFO sees forty licensed seats against under nine active users and will not accept anecdotal value.
- Renewal talk is gated on a one-page ROI that depends on the customer's own retention and cost figures.
- He asked whether the price stays the same, so the renewal price is a likely sticking point.
Opportunities
As at Fri 9 Oct 2026- Questions asked have risen sharply and are no longer from one person, which supports a value case.
- Tyler may connect another system, which Growth has room for.
- More account reps are due to be brought on, which would raise seat use.
Transcript
Hollie GrieveHello, hello. Lauren, I can see you. Mike, Tyler, are you with us as well?
Tyler NguyenYeah, I'm here. Hi Hollie.
Lauren PachecoHi! Mike's just getting off mute, I think. Mike?
Mike DelaneyHere. What's the all-in cost on this? Before we start.- Lauren PachecoMike, can we say hello first?
- Mike DelaneyHello. What's the all-in cost?
- Hollie GrieveHa, no, that's fine, it's a fair place to start. Good afternoon, Mike. The Growth subscription is fifty thousand pounds a year, £50k, invoiced annually in advance. The implementation was a separate one-off fee at the start, and that's done. There's nothing else on top of that at the moment.
- Mike DelaneyIn USD, what's that?
- Hollie GrieveWe invoice in pounds, so it depends on the rate on the day. I don't want to guess a dollar figure and get it wrong. Our finance team can give you the converted number against the invoice date if that helps your budgeting.
- Mike DelaneyDo that. Send it to me directly.
- Hollie GrieveWill do. I'll ask them this afternoon.
- Lauren PachecoOkay, so agenda, and I know we're all busy. Usage, what the reps are doing with it, anything technical from Tyler, and then Mike's thing, the ROI. And renewal is way off but let's at least name it.
- Hollie GrieveLovely. Let me share my screen. Can everyone see the usage page?
- Tyler NguyenYep, I see it.
- Hollie GrieveSo, the contract started on 1 Jun 2026, so we're a few months in. The picture I'd draw is steady growth. Average active users over the last thirty days is just under nine, and that's more than double what it was in the previous quarter.
- Mike DelaneyOut of how many?
- Hollie GrieveForty licensed users. So there's a lot of headroom, which is good news and also a point to discuss, because it means seats you're paying for that aren't being used yet.
- Mike DelaneyRight. So I'm paying for forty and nine use it.
- Lauren PachecoMike, that's the average. And it's the account reps coming on in waves, we said that. The next group is the one I want to get in. Which is why the numbers will go up.
- Mike DelaneyWill they.
- Lauren PachecoYes, they will. I'm on it.
- Hollie GrieveAnd to be fair to Mike's point, I'd rather you hear that straight from me. Utilisation of the seats is the thing I'd keep an eye on. The questions being asked have gone up quite sharply, which is the better measure of value, and it's not just one person now.
- Mike DelaneyWhat are they asking?
- Lauren PachecoCan I take this one? So, mostly it's, what's going on with this shipper, what have they said to support, when did we last talk to them, what's open. Stuff that used to take a rep ages across Salesforce, the TMS and the support tickets. Now it's one question.
- Mike DelaneyAges is how long?
- Lauren PachecoHonestly, I don't have a clean number yet. That's the thing we need to build. I can tell you reps say it's a big difference but I know you won't take that.
- Mike DelaneyI won't.
- Hollie GrieveAnd I wouldn't ask you to, Mike. Whatever we claim about savings has to come from your own numbers, not from mine. What I can do is show the activity. What it's worth in margin per load is yours to say.
- Mike DelaneyGood. Then bring me the ROI. Properly. Not adjectives.
- Lauren PachecoOkay. Okay. So what would you need to see? Give me a format.
- Mike DelaneyCost on one side. On the other, what changed. Retention on the shippers you care about, time per rep, anything that touches cost per load. One page.
- Lauren PachecoCan we see it by shipper? Hollie, that view we talked about last time.
- Hollie GrieveYes. I've got the questions by account, and I can add which shippers have had the most attention. Then you map that against retention on your side. I'll send it after this call.
- Tyler NguyenCan I jump in with the technical side?
- Hollie GrievePlease, Tyler. Go ahead.
- Tyler NguyenSo from the Salesforce side, honestly it's been quiet. The connection's been stable. We did tidy up a couple of fields, and I made sure to warn the team like Lauren asked, and nothing broke. I'd say it's been low maintenance.
- Hollie GrieveThat's really helpful, thank you. And I can see the same from our end. Nothing open with support, nothing urgent, and the refresh landing on time each morning.
- Tyler NguyenOne question. If we ever want to connect something else, like another system, is that a big job?
- Hollie GrieveGrowth includes room for more connectors than you're using, so it's not a commercial conversation to add one, more a scoping one. Tell me which system and I'll find out how quickly we could get it live.
- Tyler NguyenNothing urgent. Just thinking ahead. I'll get back to you.
- Lauren PachecoOkay, so that's usage and technical. Mike, anything else on the numbers before we go to renewal?
- Mike DelaneyWhen's it up?
- Hollie GrieveThe term runs to 31 May 2027, and the renewal date is 1 Jun 2027. That's a while away. I'd normally start the conversation well ahead of it, so you're never surprised by anything.
- Mike DelaneySame price?
- Hollie GrieveI don't want to promise something here that isn't in your paperwork. What I can say is your order form is the thing that decides it, and I'll come back to you with the renewal terms in good time. Nothing is changing today.
- Mike DelaneyFine. Get me the ROI first. Then we talk.
- Lauren PachecoThat's fair. I think the ROI is the right order. Love this, next step?
- Hollie GrieveOkay, let me read it back. From me: the dollar conversion for Mike from our finance team, the questions by shipper view, and the rep one-pager. From Lauren: the retention figures and a list of the next reps to bring on. From Tyler: let me know if another system is coming. And we reconvene once the one-page ROI draft exists.
- Lauren PachecoPerfect. Thanks everyone. Thanks! Lauren
- Mike DelaneyMike. Bye.
- Hollie GrieveThanks all, speak soon. Cheers.
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