Astley Brook Packaging / BG-Demo – QBR
Callcompleted
Astley Brook Packaging · 22 Jul 2026 14:15
Active users nearly doubled and questions come from more people. Sajid Iqbal wants earlier warning of delays; he is the only admin. Leanne Partington reports a big improvement and is happy ahead of the 6 Mar 2027 renewal.
What was said
What this says
As at Fri 9 Oct 2026Active users nearly doubled and questions come from more people. Sajid Iqbal wants earlier warning of delays; he is the only admin. Leanne Partington reports a big improvement and is happy ahead of the 6 Mar 2027 renewal.
What happened: Amara Obi led the quarterly review with Sophie Ling listening. Average active users are nearly double the previous quarter, with credit and some second-plant planners now asking questions.
Customer view: Sajid raised three tickets, two high priority, all closed, but wants to hear of delays before users do. Leanne said a stale answer makes her team lose trust fast and go back to spreadsheets.
Commercial: Leanne said a complaint that took most of an afternoon now takes a short chunk of the morning. Sophie noted the Growth contract at forty-seven and a half thousand a year, forty users, and renewal on 6 Mar 2027.
Watch: Sajid is the only admin on the customer side and will ask about a colleague in IT. Sales support and a finance session are the next seats to add.
Themes
As at Fri 9 Oct 2026Theme
QBR usage and freshness
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- Amara to define an early warning when the morning refresh is late and send the value write-up.
- Sajid to group the trading names in the ERP and agree a second admin with his manager.
- Amara to book the next QBR and mornings-only sessions for sales support and finance.
Risks
As at Fri 9 Oct 2026- Stale morning data would cost trust quickly, and Sajid wants earlier warning of delays than BG-Demo currently gives.
- Sajid is the only customer admin, a key-person risk until a second admin is named.
- The value case is still informal and Leanne would not put it in a board paper.
Opportunities
As at Fri 9 Oct 2026- Add sales support users and run a session for finance on the Growth plan, which has headroom against forty users.
- Write up the usage chart and timed complaints as a value case before the 6 Mar 2027 renewal.
- Support a second admin from the customer's IT team.
Transcript
Amara ObiAfternoon, everyone. Can you all hear me? Leanne, Sajid, hello.
Leanne PartingtonHello. Yes, fine. Sajid's just sorting his headset.
Sajid IqbalSorry, got it now. Can you hear me? Good. I was stuck on a plant call.
Sophie LingHi all, Sophie here. I'll mostly listen today, Amara's driving. It's good to see you both again.- Leanne PartingtonComplaint of the week, since you ask. A brand said their cases arrived crushed on one corner of the pallet. We pulled the delivery history and the plant notes in one go this morning. Ten minutes, not an afternoon.
- Amara ObiGood, that's the sort of story I like to open with. So, this is the quarterly review. I'll go through usage, then tickets, then what's coming. What I'd like from you is what's working and what isn't. Shall I start with the numbers?
- Leanne PartingtonGo on.
- Amara ObiHere's what the numbers say. Average active users are up again, nearly double the previous quarter. Last time we spoke the figure was small, so this is real progress. You have forty licensed users, so there's still a lot of room. Questions asked are climbing too, and they're coming from more people than before.
- Sajid IqbalThat'll be the credit team. They started in earnest a few weeks back. And a couple of the planners from the second plant.
- Amara ObiThat matches what I see. It's healthier when it isn't one person asking most of the questions. Leanne, is that still you, mostly?
- Leanne PartingtonLess than it was. I'd say I'm still the heaviest, but the key account managers are catching up. One of them said it's the first thing she opens in the morning.
- Sophie LingThat's lovely to hear. Habits like that are what make it stick.
- Amara ObiRight. Now tickets, and I'm not going to skip this. Three in the last month, and two of them were marked high priority. Sajid, I think most of those came from you?
- Sajid IqbalYes, I raised them. Nothing dramatic, but when something stops looking right in the morning I'd rather flag it quickly than wait. They were answered, we got to the bottom of them. It would be fair to say I wasn't thrilled for a day or so.
- Amara ObiThat's fair, and I'd rather hear it. Anything outstanding on any of them, or have they all closed?
- Sajid IqbalAll closed from my side. I'd just like to know sooner when something is delayed, rather than finding out from the people using it.
- Amara ObiUnderstood. I'll take that away. Let me think how best to do it. A heads up from us before your users notice, that's the standard to aim for. I'll come back to you on how that works.
- Leanne PartingtonThat'd help me too. If my team get a stale answer, they lose trust fast. And then they go back to the old spreadsheets.
- Amara ObiYes. Completely. And that's what I most want to avoid. The more people rely on it, the more the morning data matters.
- Sophie LingIf I can add something. More people, more use, more at stake when it goes wrong. It's a good problem, but it's one we should take seriously.
- Leanne PartingtonAgreed.
- Amara ObiSo, access. Last time Leanne mentioned credit and the plant planners. Have we missed anyone? Who else should have access?
- Leanne PartingtonI think the sales support people. They answer brands' queries about invoices and keep asking us. And maybe finance, though that's a harder conversation.
- Sajid IqbalFinance will want to know where the invoice figures come from. I can walk them through it. It's the same underlying data as the ERP, so they'll see it's consistent.
- Amara ObiThat would be ideal. Do you want a session for them, with me and Sajid? I can show them how to ask a question and how to check the source.
- Leanne PartingtonYes. Let's do that once the sales support people are on.
- Sophie LingSajid, one practical thing. You're the only admin on your side, I think. Is that right?
- Sajid IqbalIt is, yes. It's just me.
- Sophie LingWorth thinking about a second person. Not urgent, but if you're off sick or on holiday, someone should be able to deal with it.
- Sajid IqbalThat's a fair point. I'll talk to my manager. There's a colleague in IT who might be able to do it.
- Amara ObiLovely. Send me the name when you've agreed it, and I'll sort out what they need.
- Leanne PartingtonCan I ask something about the earlier example? The brand with several trading names. Has anyone looked at it?
- Amara ObiYes, I have the example from you. Sajid, I think the answer was partly a mapping on your side. I'd like to go through it with you after this call, if you've time.
- Sajid IqbalFine by me. I did have a look and I think the trading names sit as separate customer records in the ERP. I can group them.
- Leanne PartingtonThat would solve it. Thank you.
- Amara ObiNow, value. Last time I asked you to time a few complaints before and after. Did your team manage to?
- Leanne PartingtonA few. Roughly, a complaint that took most of an afternoon now takes a short chunk of the morning. I wouldn't put it in a board paper, but it's real. Let's say it's a big improvement.
- Amara ObiGood enough for now. I'll write it up with the usage chart so you've something to show people. And if you can get a couple more examples before the renewal conversation, that would help.
- Sophie LingOn that, the renewal is not until 6 Mar 2027, so there's plenty of time. The contract is at forty-seven and a half thousand a year, Growth, forty users, and as far as I can see everything is invoiced and paid as it should be. I'm not here to talk price today, just so you know it's on my radar.
- Leanne PartingtonThanks for saying. That's not my area, I'd only pass it on to the commercial side. But I'm happy with how it's going.
- Sophie LingUnderstood, and that's good to hear.
- Amara ObiOkay, let me pull it together. Access for sales support and a session for finance. Sajid sorts the trading-name grouping and thinks about a second admin. I'll look at how we warn you earlier when something is late, and send the write-up. Did I miss anything?
- Leanne PartingtonNo, that's it. Oh, and mornings for any sessions, please.
- Amara ObiMornings, noted. Let's get the next QBR in the diary before we all disappear for the summer.
- Sophie LingThanks everyone. Speak soon.
- Sajid IqbalThanks, bye.
- Leanne PartingtonThanks, Leanne here, bye all.
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