Brackwell Freight Ltd / BB-Demo – Check In
Callcompleted
Brackwell Freight Ltd · 2025-12-01 09:45
On the 1 Dec 2025 check-in, Marcus Bell and Liam Doherty reviewed usage on Growth: about eight active of forty licences, rising. They agreed short depot sessions, one or two before Christmas and the rest in January.
What was said
What this says
Current to 13 Oct 26On the 1 Dec 2025 check-in, Marcus Bell and Liam Doherty reviewed usage on Growth: about eight active of forty licences, rising. They agreed short depot sessions, one or two before Christmas and the rest in January.
What happened: Marcus showed active users up by about a quarter and questions asked up month on month. Three tickets in thirty days were all closed, none high priority.
Customer view: Liam was bothered by eight out of forty but left with a plan. He said his team used to burn a day a week on reconciling and now spends it on accounts.
Commercial: Marcus noted the order form and invoices agree and that the contract renews on 1 Dec 2026. Tom Ashdown will lead the commercial conversation nearer the time.
Watch: Only two depots have had a walkthrough and four have not. Liam will have to justify the spend internally, so adoption by then matters.
Themes
Current to 9 Oct 26Theme
Depot adoption and value
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Liam Doherty to send Marcus Bell the depot manager list and grouping by Thursday.
- Marcus Bell to book thirty-minute sessions, one or two before Christmas and the rest in January.
- Marcus Bell to send a usage summary, an example monthly depot view and sample questions.
Risks
Current to 9 Oct 26- Only eight or so of forty licences are active, which Liam will have to justify at the next renewal.
- Four of six depots have had no walkthrough, and December peak season limits the time available.
- Delivery exception tickets were only spot-checked as matching the right retail accounts, not confirmed in full.
Opportunities
Current to 9 Oct 26- Depot sessions using each site's own retailers could lift questions asked and active users.
- Liam offered to give a short customer statement about the time saved on reconciling.
Transcript
Liam Doherty NoneMorning, Marcus. Can you hear me alright?
Marcus Bell NoneMorning Liam, yeah, loud and clear. Can you hear me?- Liam Doherty NonePerfect. Sorry, I've got about nine tabs open and the lift in our building is playing up, so I took the stairs and I'm still breathing a bit. Give me a second.
- Marcus Bell NoneNo rush at all. It's a grim one down here, proper Manchester drizzle. Mondays, eh.
- Liam Doherty NoneSame here at Trafford Park. The yard's a lake. Trucks are fine, drivers are grumpy. Right, I'm here, I'm sat down, go on.
- Marcus Bell NoneGreat. So, happy to keep this tight. I'm going to share my screen and cover three things: what the numbers look like, the tickets from the last month, and then what you want to do next with the depots. Does that work?
- Liam Doherty NoneLove that. The depots bit is the one I care about, so let's make sure we get there.
- Marcus Bell NoneWe will. Can you see the usage page okay?
- Liam Doherty NoneYep, I see it. Bit small. Oh, that's better, you've zoomed.
- Marcus Bell NoneRight. I've pulled the numbers for the quarter. The headline is that active users are up by about a quarter compared with the quarter before. Over the last thirty days you're averaging eight or so people active, which is the best it's been since you went live.
- Liam Doherty NoneEight. Mm. So that's good movement, but I'll be honest, it's eight out of forty licences. That's the bit that bugs me.
- Marcus Bell NoneYeah, you've got forty licensed users on Growth, so there's plenty of headroom. That's not a problem, it's room to grow into. I'd rather see it climbing steadily like this than a spike that drops off.
- Liam Doherty NoneFair. And who's making up the eight? Because I know a chunk of it is me and my team.
- Marcus Bell NoneGive me a sec, I'll filter it.
- Marcus Bell NoneOkay. So rev ops are the heaviest, no surprise. But there are a couple of depot account managers in there now who weren't there last quarter, and they're asking questions most weeks rather than once and disappearing.
- Liam Doherty NoneThat's the stuff. That's exactly what I wanted. One view, that's the point. If a depot manager can pull up a retailer, see the delivery exceptions, see the last call, all in one go, they stop ringing me.
- Marcus Bell NoneRight, and that's what they seem to be doing. The questions asked are up month on month as well. I won't read out every line, but the trend is the right way.
- Liam Doherty NoneWhat sort of questions? Do you get to see that?
- Marcus Bell NoneI can see the themes, not anything personal. Lots of it is along the lines of which retail accounts have had repeated delivery exceptions, and what was said on the last call with them. Some of it is a bit more open, like what's changed on this account since the summer.
- Liam Doherty NoneLove that. That second kind is what I'd want the account managers doing. Not me pulling a report and emailing it round on a Friday.
- Marcus Bell NoneYeah. And the depot lot are the ones who'd get most from it, because they're the ones who hear first when a retailer's unhappy.
- Liam Doherty NoneExactly. We had a retail contract last year where we only found out it was wobbling when their buyer rang the MD. Never again. I want to see that coming.
- Marcus Bell NoneMm. Okay, so let me go to tickets quickly and then we can come back to that. There were three tickets in the last thirty days. None of them were high priority. All three are closed.
- Liam Doherty NoneThree. Right. Were any of those mine? I raised one about a page layout, I think.
- Marcus Bell NoneI think that's one of them, yeah. Let me scroll. Yes, that one, and the others were from the team, nothing that held anybody up. No overdue invoices on your side either, so on the admin front it's all clean.
- Liam Doherty NoneGood. I like clean. I'd rather be boring on that stuff.
- Marcus Bell NoneBoring is the goal. Sorry, I'm just checking something. Right, yes. Response times were all inside what you'd expect on Growth, so I'm happy with that.
- Liam Doherty NoneBrilliant. Okay. So, depots. Can we get the depots on it? Properly, I mean. Not two keen people. All six sites.
- Marcus Bell NoneYeah. That's what I wanted to talk to you about. So you've got Trafford Park and five other depots. Where are you at with the rollout at the moment? Who's had a session and who hasn't?
- Liam Doherty NoneTwo depots had the walkthrough in the summer, and that's where the account managers you're seeing came from. The other four have heard about it from me in a team call, but I never sat them down. That's on me.
- Marcus Bell NoneDon't beat yourself up, you've had a lot on. What I'd suggest is a short session per depot, nothing heavy. Thirty minutes, I share my screen, I use one of their own retailers so it means something to them, and we show them how to ask the question rather than click around.
- Liam Doherty NoneI like the one of their own retailers bit. Otherwise it's just a demo and they glaze over.
- Marcus Bell NoneExactly. And then I'd leave them with a couple of example questions they can copy. People are much more likely to use it if they've got a starting sentence.
- Liam Doherty NoneYeah, yeah. Can you do two depots in one session? Some of the sites are tiny. The managers could dial in together.
- Marcus Bell NoneHappy to. Pair the small ones, give the bigger ones their own slot. Shall we book thirty minutes for each, and you tell me how you want to group them?
- Liam Doherty NonePerfect. I'll get you a list of the depot managers and a rough grouping by the end of the week. Probably Thursday, I've got a board pack on Wednesday.
- Marcus Bell NoneThursday's great. I'll put the sessions in the diary for the weeks after that, so they land before everyone disappears for Christmas. Or do you think the first week of January is more realistic?
- Liam Doherty NoneMm. Peak season. Honestly, December is carnage for us, retailers are shipping like mad. If we get one or two done before the break that's a win. The rest in January.
- Marcus Bell NoneThat makes sense. One or two before Christmas, the rest in January. I'll write that down. And I won't push anyone during the worst of the rush.
- Liam Doherty NoneAppreciate that. Oh, and one other thing. The delivery exception tickets, the ones that come out of the helpdesk. Are those being picked up properly in the brain? I want the account managers to see them next to the calls.
- Marcus Bell NoneFrom what I can see, yes, they're flowing in and they're showing up against the right retail accounts. I did a spot check this morning on a couple. But I can't tell you every single one is matched, so let's have one of the depot managers try it in the session and tell us if anything looks off.
- Liam Doherty NoneGood shout. Real people trying it is better than me assuming.
- Marcus Bell NoneYeah, and if something's missing I'd rather hear about it early. Just raise it as a ticket and flag it to me directly as well, so it doesn't sit.
- Liam Doherty NoneI never let a ticket sit, you know me. I'll chase it.
- Marcus Bell NoneI do know you, that's why I said it. Right, other bits. It's two years today, actually. You went live on 1 Dec 2023.
- Liam Doherty NoneNo way. Two years. Feels like longer and shorter at the same time. We've come a long way from me exporting spreadsheets out of three different systems.
- Marcus Bell NoneThat's the bit I'd want to keep hold of. Not the number, the fact that you stopped reconciling by hand.
- Liam Doherty NoneYeah. My team used to burn a day a week on it. Now they spend it on the accounts. I'd say that to anyone who asked.
- Marcus Bell NoneThat's useful, actually. If you're ever happy to say that in a sentence or two I could use it internally. Only if you're comfortable, no pressure.
- Liam Doherty NoneCourse. Send me what you want me to say and I'll tweak it.
- Marcus Bell NoneWill do. Right, last thing from my side is just housekeeping. You're on Growth, forty users, forty-four thousand a year, and the order form and the invoices agree, so nothing odd there. The contract runs to 30 Nov 2026 and renews on 1 Dec 2026.
- Liam Doherty NoneRight, so a year out. Okay. Anything I need to do on that now?
- Marcus Bell NoneNot now. It's just so you know it's on the horizon. Tom Ashdown looks after anything commercial, so when it gets nearer he'll be in touch. I'll keep my focus on adoption and the quarterly reviews, and I'll come to you with a proper usage summary well before then.
- Liam Doherty NoneSounds sensible. And if the depots are on it by then, that makes my life a lot easier when I have to go and justify it internally.
- Marcus Bell NoneExactly. That's partly why I want to get those sessions done. The more people asking questions, the easier it is to show what it's worth.
- Liam Doherty NoneYeah. Okay. One more idea, and tell me if it's daft. Could I get a simple monthly view, just who's asking what, at depot level, so I can see which sites are using it and which aren't?
- Marcus Bell NoneNot daft at all. I can pull usage by group of users, and I'd keep it to counts and themes. Let me look at the best way to set that up, and I'll send you an example after the sessions are booked.
- Liam Doherty NoneBrilliant. That'd keep the depot managers honest without me nagging them.
- Marcus Bell NoneHa. Gently, though. I'd frame it as showing where we might help, not who's behind.
- Liam Doherty NoneYeah, fair. Gently. I'll make sure the managers know it's about helping, not policing.
- Marcus Bell NoneSo, to wrap up. You'll send me the depot manager list and a grouping by Thursday. I'll book thirty minutes a session, one or two before Christmas and the rest in January. I'll send you a usage summary from today's numbers, and the example of the monthly view. Have I missed anything?
- Liam Doherty NoneNo, I think that's it. Oh, send the sample questions too, the ones you'd leave with the depots. I can start dropping them into the team chat.
- Marcus Bell NoneGood call, will do. I'll put them in the same email.
- Liam Doherty NonePerfect. Thanks, Marcus. Honestly a good one, I came in thinking eight out of forty was a bit embarrassing and I'm leaving feeling like we've got a plan.
- Marcus Bell NoneIt's not embarrassing, it's heading the right way. Speak soon, Liam. Enjoy the stairs.
- Liam Doherty NoneHa, cheers, Marcus. Speak soon.
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