Brackwell Freight Ltd / BG-Demo – Renewal
Callscheduled
Brackwell Freight Ltd · 12 Oct 2026 12:00
A renewal call with Brackwell Freight Ltd is booked for 12 Oct 2026 at 12:00, hosted by Marcus Bell. It falls after the as-of date, so no outcome is described.
What was said
What this says
As at Fri 9 Oct 2026A renewal call with Brackwell Freight Ltd is booked for 12 Oct 2026 at 12:00, hosted by Marcus Bell. It falls after the as-of date, so no outcome is described.
What is booked: The record is a renewal call due on 12 Oct 2026 at 12:00, with Marcus Bell as host. The people listed are Tom Ashdown and Marcus for BG-Demo, and Gareth Whitlam (Finance Director) and Joanne Platt (Accounts Payable Manager) for the customer.
Status: As of 9 Oct 2026 the call has not been held. Anything said on it is not yet known, so no customer view, risk or commercial position is recorded here.
Next: Read the call properly once it has taken place. Until then, prepare from the current usage and the executed order form.
Themes
As at Fri 9 Oct 2026Theme
Booked renewal call
Importance
neutral
Sentiment
neutral
Voice
unknown
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Next steps
As at Fri 9 Oct 2026- Marcus Bell and Tom Ashdown to prepare usage and contract facts for the call booked on 12 Oct 2026.
Call prep
As at Fri 9 Oct 2026Gareth Whitlam, the Finance Director, decides the Growth renewal on 1 Dec 2026, 53 days away. The renewal deal is at £50k against £44k today, and usage is falling. He wants a line-by-line reason before any increase.
Context: The executed Growth order form runs to 30 Nov 2026 at £44k for 40 licensed users. Active users fell from 23 in May 2026 to 14 in Sep 2026. Tom Ashdown promised a written breakdown on the 8 Sep 2026 call, and the records do not show it was sent.
Approach: Marcus Bell opens with usage by team and depot and the depot dashboard plan. Tom then walks through the 13.6% price book rise line by line and sets out sized options, including Starter, so Gareth can compare. Agree with Joanne Platt what paperwork she needs for any new invoice.
Watch for: A push to downgrade or a clear no, which Gareth has said is a legitimate outcome. Do not ask for agreement on a figure during the call. The follow-up call on 13 Oct 2026 with Aisha Rahman is the place for adoption detail.
Booked
Updated 9 Oct 26Date2026-10-12
Time12:00
Typerenewal
Statusscheduled
Callsmade from
Transcript
Tom AshdownMorning, everyone. Can you hear me alright? Gareth, Joanne, good to see you. How's your week been so far? Busy, I'd imagine.
Joanne PlattGood morning, Tom. Busy, yes, but the usual kind of busy. We're mid payment run so I've only got a short window, if that's all right.
Gareth WhitlamMorning. I've read the renewal note and the usage report that came through. I'm not sure I understand what it is that we'd be renewing. So I'd like to start there.- Tom AshdownFair enough, no drama, that's what the call's for. Marcus is here too, he looks after the account day to day, so he's the best person for the usage side. Marcus, do you want to share your screen?
Marcus BellYes, thanks Tom. Morning, both. I'll share my screen and I'd like to cover three things: where usage is, what the contract looks like, and what you need from us. Can you see it?- Gareth WhitlamI see a chart. Is the line going down?
- Marcus BellIt is, I'll be straight with you. I've pulled the numbers. Your daily active users average under three people at the moment. That's a drop of around half compared with the previous quarter.
- Gareth WhitlamUnder three. Out of how many seats?
- Marcus BellForty licensed. So you're using a small slice of what you pay for.
- Gareth WhitlamSo what exactly are we paying for? Forty-four thousand a year for under three people. Show me the usage. Properly. Who are they?
- Marcus BellFair question. It's mainly the revenue operations team now, and a couple of the account managers from the depots who still look at it. A year ago it was much wider, you had depot account managers in there most days, and that's where the fall is.
- Tom AshdownAnd I'll say, Gareth, that's not something we're going to gloss over. The original idea was the account managers seeing accounts, delivery-exception tickets and calls in one place so they could spot a retail contract going wobbly early. If they're not in there, we're not doing that job.
- Gareth WhitlamThat's rather my point. I inherited this. I didn't choose it. I came in during the spring with a brief to cut software spend, and this is one of the lines I was asked to look at.
- Tom AshdownUnderstood. No criticism of the people who set it up, it's a good set-up. I just think we have to work out why the depots drifted away.
- Gareth WhitlamDo you know why?
- Marcus BellNot for certain, and I don't want to guess at it in front of you. What I can see is the pattern, not the reason. There's been no tickets from you in the last month, no high-priority ones, nothing broken that I can see. So it doesn't look like a technical failure. It looks more like people stopped opening it.
- Gareth WhitlamNo tickets. So either it works perfectly, or nobody is using it enough to complain.
- Marcus BellI'd say the second, if I'm honest. The quiet is not a good sign here, it's a sign of a team that's moved on.
- Joanne PlattMay I say something from my side? I can confirm that all invoices to date have been paid within terms and nothing is outstanding. I only mention it so the record is clear. I'm not able to comment on how the system is used.
- Gareth WhitlamThank you, Joanne. That's useful. It's not a payment question. It's a value question.
- Tom AshdownWhich is the right way to look at it. Right, so let me put the contract in front of you, and Marcus, jump in if I get it wrong. You're on Growth. Forty-four thousand a year, forty seats, and the current term runs to 30 Nov 2026, so it renews 1 Dec 2026.
- Gareth WhitlamAnd what does it renew at?
- Tom AshdownSo, I don't like quoting a price from memory, and I'd rather not give you a wrong number on a call like this. What I have in front of me is the renewal deal showing fifty thousand. I'll confirm in writing exactly what that is made up of and how it's built before you have to take anything to anyone.
- Gareth WhitlamFifty thousand. That's higher than forty-four thousand. For a product used by under three people.
- Gareth WhitlamI'm not minded to agree that. I'll say that now so nobody leaves this call thinking otherwise.
- Tom AshdownCompletely fair, and I'm not asking you to agree anything today. This is just so you can see it. Leave that with me, I'll set out the position properly on paper.
- Gareth WhitlamPlease do. And please set out what changed in the price. If the price rises, I need a reason that I can justify to the board. A feature list won't do.
- Tom AshdownNoted. A reason, not a feature list. I'll do that.
- Marcus BellCan I add something that might help? There's a lot of headroom in the licence. You have forty seats and use under three. So the question isn't really whether the brain can do the job, it's whether the right people are in it.
- Gareth WhitlamThen why weren't they, Marcus? Whose job is that? Yours, or ours?
- Marcus BellThat's fair as well. Honestly, I'd say it's partly mine. Adoption sits with me. When usage dropped I should have been on the phone to you sooner, rather than waiting for the renewal conversation.
- Gareth WhitlamAt least that's a straight answer.
- Tom AshdownAnd it's why we wanted you on this call, Gareth, not just a note. You've got a say in whether this is worth keeping, and we'd rather you had the real picture.
- Gareth WhitlamRight. So let me ask the other question. If I didn't renew, what happens to what's been built?
- Marcus BellThe brain runs inside your own Snowflake account, so the data stays yours. What would stop is the layer on top, the questions and dashboards and the connectors. I'd want to be careful not to oversell it, but it's worth knowing the data doesn't disappear.
- Gareth WhitlamThat's one useful fact. I'd not realised that.
- Joanne PlattGareth, forgive me, I'll need to drop off in about five minutes for the payment run. Is there anything you need from accounts payable for this?
- Gareth WhitlamOnly the full invoice history against the purchase order, so I can see the total cost since we started. Could you send that to me?
- Joanne PlattCertainly. I can confirm I'll have that with you by Friday. I'll send it against the purchase order so it matches.
- Gareth WhitlamThank you, Joanne. That's all.
- Tom AshdownThanks, Joanne, really appreciate it. Gareth, shall I say what I'd suggest as the way forward?
- Gareth WhitlamGo on.
- Tom AshdownThree things. One, Marcus sends you the usage in full, by team, so you can see who's actually in there and who isn't. Two, you or someone you trust asks the depot account managers what they'd need from it, because that's where the drop is. And three, I come back with the renewal paper, including what the fifty thousand is, so you can compare it with where you are.
- Gareth WhitlamAnd if the depot people say they don't need it?
- Tom AshdownThen we'd have a different conversation, and I'd rather have that one honestly than pretend. We could look at the shape of it, fewer seats perhaps, or a different scope. I'm not going to promise anything on that today, because I'd want to check what's possible before I say.
- Gareth WhitlamI'd want to hear that. Because at the moment, the numbers don't make a case.
- Marcus BellI understand. One more suggestion if it helps. Could I sit with whoever in revenue operations is still using it, and find out what they'd show you? It might be that there's a story there I'm not seeing from the data.
- Gareth WhitlamDo that. But I want facts, Marcus, not a pitch. What did they ask, what did it answer, what did it save?
- Marcus BellUnderstood. Facts. I'll bring examples of actual questions and what came back.
- Gareth WhitlamAnd a date. Before the end of the month, ideally, so I'm not left to the last week of November.
- Tom AshdownSensible. Shall we say usage and examples from Marcus by Friday, and the renewal paper from me early next week? Then we put another call in the diary, a couple of weeks out, once you've spoken to the depots.
- Gareth WhitlamFriday for the usage. Early next week for the paper. And a call after that. That I can accept.
- Marcus BellThanks, Gareth. I'll send it all to you by Friday. Happy to jump on a call with your revenue operations people too, if you'd like me to.
- Gareth WhitlamI'll let you know. Thank you both. Goodbye.
- Tom AshdownCheers, Gareth. Speak soon. Cheers, Marcus.
- Marcus BellThanks, Tom. Bye.
Callsmade from