Pentreath Cold Chain / BG-Demo – QBR
Callcompleted
Pentreath Cold Chain · 15 May 2024 16:30
Quarterly review on the Growth plan. Use has spread beyond Kerensa and Dan, records indexed rose every week, and a planners walkthrough is pencilled in. Tom has an autumn commercial conversation to arrange.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review on the Growth plan. Use has spread beyond Kerensa and Dan, records indexed rose every week, and a planners walkthrough is pencilled in. Tom has an autumn commercial conversation to arrange.
What happened: Daniel Okafor ran the 15 May 2024 QBR with Kerensa Trelease and Dan Hosken. Active users were up and questions had become more varied.
Customer view: Kerensa said the brain had become the first place people look, and that one overview page replaced three Monday emails. Dan reported steady loading on all connectors and caught a file rename quickly through his Monday check.
Commercial: Tom Ashdown said planners and depots fit inside the current Growth plan and asked for an autumn conversation. Kerensa leaves commercial matters to Tom, and the contract runs to the end of the year.
Watch: Older scanned contracts give patchy answers, and Dan is the person keeping connectors and dashboards healthy. Daniel owes Dan an answer on flagging scans and a note on seeing who asks what.
Themes
As at Fri 9 Oct 2026Theme
Growth plan adoption review
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Daniel Okafor to reply to Dan Hosken by the end of the following week on flagging scanned documents.
- Daniel Okafor to run the planners session about two weeks after the call and send Dan the admin note.
- Tom Ashdown to get an autumn commercial conversation into the diary with Kerensa Trelease.
Risks
As at Fri 9 Oct 2026- Answers on older scanned contracts miss clauses, and account managers see only a gap.
- Dan Hosken carries the connector checks and dashboard building, which is a key-person dependency.
- The contract ends at year end and the commercial conversation is not yet booked.
Opportunities
As at Fri 9 Oct 2026- A planners walkthrough, with a handful of planners first, could widen use beyond account managers.
- Spread to depots would move use further across the Growth plan, which Tom says has room today.
Transcript
Daniel OkaforGood afternoon, everyone. Thank you all for your time. Let me just check who's joined. Kerensa, I can see you. Dan, hello. Tom, are you there?
Tom AshdownI'm here, I'm here. Sorry, I was stuck on mute. How's everyone's week been? Kerensa, you've had the sun down in Bristol, I hear.
Kerensa TreleaseBits of it. Afternoon, all. It's been busy. We had another excursion on Monday, a small one, caught early. I'll tell you about it in a minute because it's relevant.
Dan HoskenAfternoon. Yes, I'm on. Can you see my screen if I share? I've got a few things I put together for today.- Daniel OkaforPlease do, Dan, in a moment. Let me set up the shape of it first. This is the quarterly review for your Growth plan. I'd like to look at how the team is using it, what's been built, what's worked and what's still awkward, and then Tom has a couple of words on the longer term. Does that suit everyone?
- Kerensa TreleaseSuits me. Facts first.
- Daniel OkaforGood. So, usage. Active users are up again this quarter, quite a lot on the quarter before. Last month was the busiest yet. And the thing I'd point to is the questions people are asking. They've become more varied. It's not just the same two people any more.
- Tom AshdownWhich is what you want, isn't it. Not one person doing all the asking. Because then you're hanging everything on that one person.
- Daniel OkaforExactly, Tom. Kerensa, is that how it looks from your side?
- Kerensa TreleaseYes. At the start it was me and Dan, mostly. Now it's the account managers, two of the depot supervisors, and one of the finance people occasionally, when they're checking a contract term. I'd say it's become the first place people look.
- Daniel OkaforThat's a good thing to hear. And you're well within the fifty licensed users, so no pressure on seats.
- Dan HoskenRight, if I can just jump in with the technical side. I've shared my screen. Can you see it?
- Daniel OkaforWe can. Go ahead.
- Dan HoskenSo this is the set of connectors we have live. Helpdesk, the CRM, the orders system, the contract folder, and the email. All of them have been loading steadily. The number of records indexed has gone up every week this quarter, no flat spots. I check that most Mondays out of habit, because if it goes flat it usually means somebody's changed something upstream.
- Daniel OkaforThat's good practice, Dan. And that's the thing I'd flag to anyone, that flat records is the early sign. You're ahead of it.
- Dan HoskenI'd say we've been lucky as well. The one thing was the export rename a few weeks ago, and I found it quickly because of the Monday check.
- Kerensa TreleaseWhich was a fair cop, that was us. Somebody tidied up a file name without telling Dan.
- Tom AshdownHa. No drama. Happens to everyone. Honestly I used to do that with my own spreadsheets.
- Daniel OkaforDan, tell us about the pages you've built. I know you've been busy with the dashboards.
- Dan HoskenRight. So there are a few now. One per major client group, showing excursions over time, how long they took us to close, and what the contract says about notification. And one overall view for Kerensa with the weekly picture across all three sites. The idea was that nobody should have to ask the right question the right way to see the basics.
- Kerensa TreleaseAnd I'll say, that one's made a difference. I used to get a Monday email from three people. Now I open one page. If something's off I can see it before the first call.
- Daniel OkaforHow are the account managers finding the client pages? Are they using them in the reviews?
- Kerensa TreleaseYes, most of them. A couple are still doing it the old way, with their own notes, and I'm not forcing it. But the ones who use it walk in with the answer rather than looking for it. The clients notice. One of them said last week that we seemed much more on top of things.
- Tom AshdownThat's the best kind of feedback, that. Clients saying it unprompted.
- Daniel OkaforIt is. Let me bring it round to what's not yet working, because I'm sure there's something. Anything awkward? Anything people grumble about when you're not looking?
- Dan HoskenA little. The answers on older contracts are sometimes patchy. If the contract was scanned rather than typed, it can miss clauses. It's not the brain's fault exactly, it's the quality of the scan. But the account managers don't know that, they just see a gap.
- Daniel OkaforThat's a fair thing to raise. Just to close the loop, would it help if we flagged on the page when a document looks like a scan, so people know to double check it by eye?
- Dan HoskenThat would be useful, yes. Even a small note.
- Daniel OkaforI'll take that away and come back to you by the end of next week with what's possible. I won't promise it before I've asked the team.
- Kerensa TreleaseFine by me. Can I add one more? The planners. I'd mentioned that to you last time, Daniel.
- Daniel OkaforYou did. The walkthrough. Are you ready for that?
- Kerensa TreleaseNearly. The rush has eased. I'd like to do it in a few weeks, once Dan has the depot pages tidy. I don't want to show planners something half finished.
- Dan HoskenTwo weeks, I'd say. I just need to sort the third depot's naming. That's the last bit.
- Daniel OkaforThen let's pencil in a session after that, and I'll run it, so it's not another job for either of you. How many planners are we thinking, roughly?
- Kerensa TreleaseA small group to begin with. A handful. We can widen it later.
- Tom AshdownCan I come in here? From my side, that's the interesting bit. If it's going from account managers to planners to maybe the depots, you're well inside what you've got today, so there's nothing to change. I'd just keep an eye on it together as it grows. No pressure at all, I just don't want to be the person who turns up with paperwork when you've already outgrown something.
- Kerensa TreleaseMm. You know I leave that side to you.
- Tom AshdownI do, and I'll keep it light. The contract runs to the end of the year, so there's plenty of time. Let's get something in the diary for the autumn, a proper conversation, and I'll bring whatever's needed. Leave that with me. I'll confirm the details when we get there rather than guess at them now.
- Daniel OkaforAnd from my side, I'll make sure the review ahead of that is full of facts, Kerensa, because I know that's how you like it. Usage, questions, what's been built, what it's saved you.
- Kerensa TreleaseGood. That's the way. Tell me what happened, not how we feel about it.
- Daniel OkaforHa, understood. Anything else from anyone before I wrap up? Dan?
- Dan HoskenOnly that I'd like to be able to see who's asking what, at a high level. Not to police it, just so I know which pages to improve. Is that possible?
- Daniel OkaforIn broad terms, yes, it's something an admin can see. Let me show you where after the call, it'll take five minutes. I'll send you a note this week.
- Dan HoskenPerfect, thanks.
- Daniel OkaforRight. So to recap. I'll come back to Dan by the end of next week on flagging scanned documents and I'll send that admin note. We'll set up the planners session in about two weeks. And Tom will get a conversation in the diary for the autumn. Have I missed anything?
- Kerensa TreleaseNo, that's it. Thanks, all. Good session.
- Tom AshdownCheers, everyone. Speak soon.
- Daniel OkaforThank you all. Best wishes, Daniel.
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