Astley Brook Packaging / BG-Demo – Check In
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Astley Brook Packaging · 17 Aug 2026 15:45
Leanne Partington said B-Viz gave an answer on a short pallet that did not match the plant, so her team went back to spreadsheets for late orders. Only six or seven of forty licensed users are active. Two high priority tickets were raised.
What was said
What this says
As at Fri 9 Oct 2026Leanne Partington said B-Viz gave an answer on a short pallet that did not match the plant, so her team went back to spreadsheets for late orders. Only six or seven of forty licensed users are active. Two high priority tickets were raised.
What happened: Leanne opened with a short-pallet complaint that took most of a morning to trace. Her team asked B-Viz and the answer did not match the plant, so they returned to spreadsheets for late orders and complaints.
Customer view: She said support were quick, but the morning data was not ready when her team needed it. Day to day they still ask it about invoices, and she said they like that.
Commercial: Amara Obi put active use at around six or seven of forty licensed users, up a little on last quarter. Leanne named the planners at both plants as possible extra users once customer service is right, and agreed to name two people from credit. Renewal next March was mentioned.
Watch: Leanne will show her director the usage chart, so the trend matters. Amara committed to review both tickets against refresh timestamps and not to promise a fix until she can show it.
Themes
As at Fri 9 Oct 2026Theme
Order data trust and adoption
Importance
complaint
Sentiment
mixed
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Amara reviews both tickets with support against refresh timestamps and writes back to Leanne this week.
- Leanne names two credit users and Amara sets up their access.
- Amara emails the usage chart, runs a half-hour session for Leanne's team and sends an invite for a September check-in.
Risks
As at Fri 9 Oct 2026- The team went back to spreadsheets for late orders and complaints after B-Viz gave an answer that did not match the plant.
- Only six or seven of forty licensed users are active, with credit barely using it, ahead of the March renewal.
- Two high priority tickets this month point to morning data not being ready, which is a freshness concern.
Opportunities
As at Fri 9 Oct 2026- Planners at both plants want to see complaints against the lines they run, which would extend use to more users.
- Leanne agreed to name two people from credit to start, and the team still values invoice questions.
Transcript
Amara ObiHi Leanne, afternoon. Can you hear me okay?
Leanne PartingtonAfternoon, Amara. Yes, loud and clear. Sorry, give me a second, I'm just shutting my door. It's been one of those days.- Amara ObiNo problem at all. Take your time. I'm glad we got this one in the diary, I know August is chaotic with people off.
- Leanne PartingtonIt really is. Right, I'm back. Honestly, can I start with the complaint of the week? Because it's why I'm a bit short with everyone.
- Amara ObiPlease. That's exactly what I want to hear about.
- Leanne PartingtonOne of our drinks brands rang on Friday saying a pallet of cases arrived short. Not by much, but they had a promotion going out. So my first question to the team was, which brand, which line, and what did the customer see? And it took us most of the morning to piece that together.
- Amara ObiMm. And that's the bit B-Viz should be doing for you in a minute or two, not a morning.
- Leanne PartingtonExactly. That's what we bought it for. Orders, complaints and invoices together. But when my team asked it, the answer they got didn't match what the plant was telling us. So they went back to the old spreadsheets, and that's what worries me.
- Amara ObiOkay. Yeah, that worries me too, to be honest. Can I say what I'm seeing on my side, and then you tell me where I'm wrong?
- Leanne PartingtonGo on.
- Amara ObiSo, here's what the numbers say. You've got forty licensed users. On a normal day, around six or seven of them are actually in there. That's up a little on last quarter, so it's moving in the right direction, but it's a long way from forty.
- Leanne PartingtonYeah. That's about what I'd have guessed, sadly. It's me, two of my team, and a couple of people from key accounts. That's pretty much it.
- Amara ObiAnd credit?
- Leanne PartingtonCredit is the gap. They had one session at the start and then the month end hit and they went back to what they know. I'll be straight with you, I haven't pushed them.
- Amara ObiThat's fair, and it's very normal at this stage. Who else should have access, do you think? Not just credit. Anyone who touches a brand's orders or invoices.
- Leanne PartingtonWell, the planners at both plants would love it, if they could see complaints against the lines they run. But I'd want it right for customer service first. I don't want to roll it out to more people and have it give them a wrong answer.
- Amara ObiRight. So that takes us to the tickets. You've raised two this month, and both came in as high priority.
- Leanne PartingtonYes. And I'll be honest, it wasn't the response that bothered me, your support people were quick. It was that we had to raise them at all. The data wasn't there when my team needed it.
- Amara ObiOkay. That's useful, because it means the problem isn't that nobody answered. It's that the morning data wasn't ready when you needed it. Was that the one on Friday as well?
- Leanne PartingtonI think so. I mean, the Friday pallet was what made me look. Somebody asked what was open for that brand and the numbers looked old. I couldn't swear to how old.
- Amara ObiMm. So here's what I'll do. I'll sit down with our support team this week and go through both tickets against what actually refreshed and when. Then I'll come back to you with a plain account of what happened. Not a defence, just what the timestamps show.
- Leanne PartingtonThat would help. Because if I can tell my team it's understood and fixed, they'll trust it again. If I can't, they won't.
- Amara ObiUnderstood. And I won't promise you it's fixed until I can show you. That wouldn't be fair on you.
- Leanne PartingtonThank you. I never promise a brand a date the plant hasn't confirmed, so I'd rather you did the same with me.
- Amara ObiHa, fair enough. Deal. Can I ask something else? When your team went back to the spreadsheets, was it for everything or just for the late orders?
- Leanne PartingtonJust the late orders and complaints, I think. Day to day they still ask it things about invoices. They like that bit.
- Amara ObiGood, that's helpful to know. So the roots are there, and it's the trust on the order side we need to rebuild.
- Leanne PartingtonYeah. Yeah, that's it.
- Amara ObiOkay. Then I'd suggest two things. First, once we've sorted the tickets, a short session with your team. Half an hour, real questions from real complaints, so they see how to ask it properly. Second, we pick two people from credit and get them going, not all of them. Two.
- Leanne PartingtonTwo I can do. I'd say the credit controller who covers the drinks brands, and her colleague. I'll ask them tomorrow. Let's close it today, as I always say, so I'll message them as soon as we're off.
- Amara ObiBrilliant. Send me their names and I'll sort the access. Oh, and I'll paste the usage chart into an email so you can see the trend yourself, and you can show it to whoever needs to see it.
- Leanne PartingtonPlease do. My director will ask me where we are, and I'd rather show him the picture than say it feels a bit quiet.
- Amara ObiAbsolutely. And with renewal next March, I'd like us to be in a much better place well before then. Let's get the next check-in in the diary now, so it doesn't drift.
- Leanne PartingtonYes, go on. Sometime in September, once the summer rush is over.
- Amara ObiI'll send an invite. So, to recap: I review both tickets with support this week and write back. You name two people in credit. I send the usage chart and set up the half-hour session. Anything I've missed?
- Leanne PartingtonNo, I think that's it. Thanks, Amara, I feel a bit better than I did when I joined.
- Amara ObiGood. Speak soon, Leanne. Best, Amara.
- Leanne PartingtonThanks, Leanne. Ha, sorry, thanks, bye.
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