Astley Brook Packaging / BG-Demo – Check In
Callcompleted
Astley Brook Packaging · 5 Oct 2026 11:00
Leanne Partington got a complaint answered in about five minutes from B-Viz, matching the plant. Use is up a little and credit has started. Her director asked about the March renewal, and a November QBR is to be booked.
What was said
What this says
As at Fri 9 Oct 2026Leanne Partington got a complaint answered in about five minutes from B-Viz, matching the plant. Use is up a little and credit has started. Her director asked about the March renewal, and a November QBR is to be booked.
What happened: Leanne said a complaint about retail-ready trays was answered in about five minutes, and it matched the plant. She contrasted this with August and said nobody had gone back to the spreadsheets this month that she knew of.
Customer view: Support were quick on two small tickets, neither high priority. Her aim for the new year is complaints answered with the facts, same day, and credit using it without her asking.
Commercial: Amara Obi confirmed the contract runs to 5 Mar 2027, with renewal on 6 Mar 2027, and said she will lead the conversation about ninety days ahead. Leanne's director wants to know what happens in spring, and she wants to say it has earned its keep.
Watch: Active users are still well short of forty licensed. Planner access, one from each plant, is the next growth step.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Leanne sends the planners' names and Amara sets up their access and an afternoon half-hour session.
- Amara emails the usage chart so Leanne's director can see the trend.
- Amara sends an invite today for a November QBR and tracks same-day complaint answers and credit use for it.
Risks
As at Fri 9 Oct 2026- Active users are still well short of forty licensed, which weakens the value case for the March 2027 renewal.
- Leanne described the improvement as steadier but not perfect, so trust on order data is still fragile.
Opportunities
As at Fri 9 Oct 2026- One planner from each plant could be given access to see complaints against the lines they run.
- Credit has started using B-Viz and one user asked to save her questions, which shows growing adoption.
Transcript
Amara ObiMorning, Leanne. Can you hear me?
Leanne PartingtonMorning, Amara. Yes, fine. Bit of an echo, hang on. Is that better?- Amara ObiMuch better. How's your week going so far?
- Leanne PartingtonBusy, but a good busy. Complaint of the week, since you'll ask: a food brand said their retail-ready trays came in the wrong finish. Which brand, which line, what did the customer see? I had the answer in about five minutes this time.
- Amara ObiFive minutes, that's what I like to hear. Was that from B-Viz?
- Leanne PartingtonYes. One of my team asked it for the orders and the complaint history together, and it came back straight away. Matched what the plant said, too. That's the first time in a while I've not had to ring someone to double-check.
- Amara ObiThat's great. And a nice contrast with August, when we spoke after the short pallet. Do you feel it's been steadier since?
- Leanne PartingtonSteadier, yes. Not perfect, I'd say. But nobody's gone back to the spreadsheets this month that I know of.
- Amara ObiGood. Here's what the numbers say. Daily active users are up a little again on last quarter, and a few more of them are in there each morning. Still well short of forty licensed, but moving.
- Leanne PartingtonThat'll be the two from credit. They've actually started using it. One of them asked me last week whether she could save her questions. I nearly fell off my chair.
- Amara ObiHa, brilliant. Yes, she can, I'll show you where after this call. Who else should have access? I'm thinking the planners you mentioned.
- Leanne PartingtonYes, I still think so. Maybe one from each plant to begin with. I'd want them to see complaints against the lines they run, and nothing more at first.
- Amara ObiSensible. Send me their names and I'll set it up. On tickets, you've raised two in the last month, neither of them high priority. Anything you want to flag?
- Leanne PartingtonNo, they were small. One was a how-to, I think, and the other was a question about a field. Support were quick on both. Nothing that kept me up.
- Amara ObiGood. That's what I see too. Quiet and routine is fine by me.
- Leanne PartingtonCan I ask about something different? My director wants to know what happens in the spring. I told him it's the renewal and that you'd be in touch, but I wasn't sure of the process.
- Amara ObiOf course. The contract runs to 5 Mar 2027, so the renewal date is 6 Mar 2027. I'll be in touch well before that, roughly ninety days ahead, to talk through how it's been going and what you want from the next year. I'll lead that conversation, and Sophie, your account owner, covers the commercial side.
- Leanne PartingtonThat's fine. I'll leave all that to Douglas and Sophie, I just want to be able to say it's earned its keep.
- Amara ObiUnderstood. Then let's build that case together. What would good look like for you by the new year?
- Leanne PartingtonHonestly? Complaints answered with the facts, same day, every time. And credit using it without me asking. If we get those two, I'm happy.
- Amara ObiLovely, I'll write those down. I'll track both and bring them to the next review. Now, a short training session for the planners once they're on, would that help?
- Leanne PartingtonYes, half an hour is plenty. Not too early in the day, they're on the shop floor first thing.
- Amara ObiAfternoon, then. So, next steps. You send me the planners' names. I set up their access and find a slot for the session. I'll also email the usage chart so your director can see the trend, and we'll put the next QBR in the diary.
- Leanne PartingtonPerfect. Let's get the next one in the diary before I forget. November, maybe?
- Amara ObiNovember works. I'll send an invite today.
- Leanne PartingtonGreat. Thanks, Amara. Speak soon.
- Amara ObiCheers, Leanne. Best, Amara.