Pentreath Cold Chain / BG-Demo – Check In
Callcompleted
Pentreath Cold Chain · 10 Jun 2024 09:15
Kerensa Trelease says the brain is earning its keep and gave a fast excursion response as proof. No tickets and no open issues. She leaves price to Tom, and the contract runs to the end of December.
What was said
What this says
As at Fri 9 Oct 2026Kerensa Trelease says the brain is earning its keep and gave a fast excursion response as proof. No tickets and no open issues. She leaves price to Tom, and the contract runs to the end of December.
What happened: Daniel Okafor held a 10 Jun 2024 check-in with Kerensa Trelease, who took the call between handling an overnight excursion. She said the account manager had everything on one page and the client heard from BG-Demo's customer first.
Customer view: Account managers use it daily and two spring starters were productive within a fortnight. About eleven regulars sit well inside the licences, and she reported no open issues.
Commercial: Daniel raised an autumn conversation on the contract, which runs to the end of December. Kerensa said price is for her commercial side and Tom, but that it is earning its keep.
Watch: Depot staff type client names differently, so repeat excursion questions can miss a record. This is a helpdesk naming matter, not a service failure.
Themes
As at Fri 9 Oct 2026Theme
Value proof before renewal
Importance
renewal
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 send Kerensa the most often mismatched client names by the end of the week.
- Daniel Okafor to send midweek slots for the account management team session.
- Daniel Okafor to write up the examples for Tom Ashdown ahead of the autumn renewal conversation.
Risks
As at Fri 9 Oct 2026- Kerensa does not own price, so the buying decision sits with people not on this call.
- Inconsistent client names in depot tickets can make repeat excursion answers incomplete.
Opportunities
As at Fri 9 Oct 2026- Examples such as pharma repeat excursions and the one-page client review give Tom a concrete value case.
- A session for the whole account management group could deepen use within the current licences.
Transcript
Daniel OkaforMorning, Kerensa. Thank you for making the time. Can you hear me all right?
Kerensa TreleaseLoud and clear. Morning, Daniel. Sorry, I'm eating a slice of toast, I've been on the phone since half six.- Daniel OkaforHalf six, goodness. Is that the usual start, or has something happened?
- Kerensa TreleaseExcursion overnight on a chilled load coming in from the continent. The reefer unit at one of the satellite depots tripped for a while. What happened to the load? That was my first question. Turns out the door sensor and the temperature log told the same story, so we had facts within the hour and the client heard it from us first.
- Daniel OkaforGood, that's exactly how you'd want it. And did the account manager have everything in one place?
- Kerensa TreleaseYes. Orders, the excursion ticket, the contract review notes, all on one page. Tell the client first, that's my rule, and last year I couldn't have done it before breakfast.
- Daniel OkaforThat's lovely to hear. It's partly why I wanted this check-in, just to hear how the team is finding it before we get into the autumn.
- Kerensa TreleaseHonestly? Better than I expected at this stage. The account managers are in it daily now. A couple of them who were sceptical in the winter are the ones asking me for new questions to try.
- Daniel OkaforMm. Which ones are they asking, if you don't mind me asking? I like to pass the good ones back to our side.
- Kerensa TreleaseThings like, which of our pharma clients have had more than one excursion this year and what did the review say each time. Before, that was somebody's afternoon with three spreadsheets. Now it's a question and a coffee.
- Daniel OkaforThat's a great example. And I can see the usage on my side matches what you're saying. The number of people active in a typical month has gone up quite a bit compared with the previous quarter.
- Kerensa TreleaseGood. I'd hope so, I've been nagging them. We're on about eleven regulars, give or take, out of the fifty licences. So there's room, I know.
- Daniel OkaforThere is room, and no pressure at all on that. You're comfortably inside what you bought. I'd rather it grew because people want it, not because we pushed.
- Kerensa TreleaseAgreed. Facts before feelings. If it keeps being useful they'll turn up.
- Daniel OkaforCan I ask about support? I looked before the call and I don't see any tickets from you at all this last month. I wanted to check that's because things are quiet and not because something's been annoying you and you've given up on us.
- Kerensa TreleaseNo, nothing annoying. The nightly refresh has been there when I log in at seven, every day that I've looked. If it wasn't I'd have shouted. I never let a complaint wait overnight, you know that.
- Daniel OkaforI do know that, and I'm grateful for it. Just to close the loop on that one, then: no open issues on your side that we should be chasing.
- Kerensa TreleaseNone. Well. One wish, not a problem.
- Daniel OkaforGo on.
- Kerensa TreleaseThe excursion tickets from the two satellite depots come in with slightly different wording from the main site. The brain mostly copes, but a couple of times the question about repeat excursions missed one because the depot staff had typed the client name differently.
- Daniel OkaforRight, that's really useful. That's more a naming consistency matter in the helpdesk than the brain itself, but I think we can help. We could look at how the client names are matched and suggest a tidy-up on your side, or a rule on ours.
- Kerensa TreleaseA tidy-up would be fine. I can ask the depot leads to use the client list from the drop-down and not free text. They'd moan for a week and then be fine.
- Daniel OkaforI'll come back to you by the end of the week with the names that are most often mismatched, so you have something concrete to show them. I won't guess at how long a fix on our side takes until I've asked the team.
- Kerensa TreleasePerfect. Examples help. Nobody changes anything for a vague complaint.
- Daniel OkaforShall we talk about the rest of the year a little? Your contract runs to the end of December, and I'd like us to have a proper conversation about it in the autumn, rather than it arriving all at once.
- Kerensa TreleaseSure, though I'll say now, price isn't mine. That's for the commercial side here and Tom on yours. What I can tell you is whether it's earning its keep, and it is.
- Daniel OkaforThat's exactly what I'd hope you'd say, and it's what I'll pass to Tom. Would you be happy if I wrote down two or three of those examples, the pharma repeat excursions, the one-page client review, so there's something specific behind it?
- Kerensa TreleasePlease do. And use the one from this morning too. Fast facts, client told first. That's the whole point of the thing.
- Daniel OkaforI will. Anything else about the team, how the new starters are getting on, who's picking it up?
- Kerensa TreleaseTwo new account managers started in the spring and both were up and running inside a fortnight. I did a half hour with each, showed them the excursion question and the contract review page, and off they went.
- Daniel OkaforThat's a good sign. It means it isn't only you holding it together. How is the team finding it when you're not at your desk?
- Kerensa TreleaseFine, mostly. They still ping me if they're stuck, but less. I'd like it so they don't need to.
- Daniel OkaforWe could do a short session for the whole account management group, if you thought it would help. Nothing formal, half an hour on the questions that work best.
- Kerensa TreleaseYes, do that. Not a Monday, they hate Mondays. Midweek, after the morning dispatch calls.
- Daniel OkaforMidweek it is. I'll send a few slots, and we can pick one that works around dispatch.
- Kerensa TreleaseBrilliant. Right, I need to go and see about that reefer unit before the engineer leaves. Anything else?
- Daniel OkaforNo, that's everything. So, just to close the loop: I send the mismatched client names by the end of the week, I send slots for the team session, and I write up the examples for Tom. Have I missed anything?
- Kerensa TreleaseThat's the lot. Thanks, Daniel.
- Daniel OkaforThank you, Kerensa. Good luck with the engineer. Speak soon.
- Kerensa TreleaseCheers. Bye.
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