Brakkevoort Logistics

Check-in: On 19 May 2026 Marcus Bell proposed a check-in to compare 40 licensed users with actual logins. Pieter replied on 21 May 2026 and asked for shipper-level question counts and a list of non-users.

Usage dip: At the 26 May 2026 check-in, active users averaged about twelve, down roughly an eighth on the previous quarter. Pieter said falling usage is hard for him to explain and wants shipper examples to take upstairs.

Commercial: The term runs to 31 Mar 2027 and the Growth renewal is on 1 Apr 2027 at £44k a year. Invoices are paid and no tickets were open at the check-in.

Events: Alice Brewer invited Bas Vermeulen to a roundtable on 26 May 2026. She invited Ilse de Graaf on 4 Jun 2026 and Marloes Hendriks, Chief Financial Officer, on 5 Jun 2026 to Customer Day on 11 Jun 2026. None of the threads holds a reply.

Support: On 22 Jun 2026 Bas reported account status fields differing between the brain and the CRM after a data cleanup. The CRM modified timestamp had not updated, so BG-Demo directed a re-save. First response took 874 minutes.

Open at the end: The cause of the usage fall is not established, and the evidence does not show a rival or a price complaint. Marcus owes the per-person usage split, example questions and refresher dates.

Renewal: On the 6 Jan 2026 call, Marloes Hendriks questioned value with active users around eight against forty paid. Pieter van Dam wanted to renew but could not argue with her if usage stayed low.

Support: On 16 Jan 2026 Bas Vermeulen learned there is no native query scheduling and was pointed to Snowflake scheduled queries. On 6 Feb 2026 the call recorder connector stopped loading after a system update, showed green while stale, and was fixed by refreshing an expired token over a 21-day window.

Renewal: On the 23 Feb 2026 call, Marloes confirmed the order form and paid invoices matched at £44k and asked for an adoption plan with names before signing. At the 25 Feb 2026 QBR Pieter accepted rising questions but disliked fourteen active users out of forty, and Bas asked about connector allowance for a possible planners system.

Billing: Invoice INV-024-0005 (£11k, due 1 Feb 2026) and INV-024-0006 (£11k, due 17 Apr 2026) went to Wouter Kok. Neither thread shows a customer reply.

Support: On 6 Mar 2026 Bas reported duplicate shipper records from a CRM migration; the customer ran deduplication and confirmed it fixed them.

Renewal: Tom Ashdown sent the order form on 12 Mar 2026 and Marloes signed on 17 Mar 2026. On 23 Mar 2026 Pieter agreed to renew with no scope change.

Open at the end: Tom's countersignature was not confirmed. Active use was about thirteen of forty, and Pieter will discuss more users or connectors only once it nears twenty.

Billing: On 1 Oct 2025 Rachel Dunmore sent Wouter Kok invoice INV-024-0004 for £11k, the quarterly Growth subscription, due 31 Oct 2025. She asked for a PO number; the thread shows no reply or payment.

Check-in: On 25 Nov 2025 Pieter van Dam agreed a 30 minute check-in and asked for exception tickets by shipper, not only totals.

The 1 Dec 2025 call: Marcus Bell reported about thirteen active users a day, up by about a fifth on the previous quarter. Pieter said his account managers no longer switch between systems, and he is taking on more shippers at the port side.

Follow-up: On 2 Dec 2025 Marcus's notes recorded 40 licensed users and the shipper request. He promised no product dates, and there was no customer reply.

Support: On 9 Dec 2025 a query on the £44k annual Growth charge was resolved, with first response of 474 minutes. On 18 Dec 2025 Ilse de Graaf asked for a dashboard date range filter, logged as a feature request.

Renewal: On 24 Dec 2025 CFO Marloes Hendriks offered the second week of January but wanted contract terms and the invoice schedule first. On 31 Dec 2025 Marcus gave formal renewal notice for 31 Mar 2026 and said day-to-day use had dipped.

Open at the end: the renewal call, the terms, the usage dip, the port-side connector and user question, the shipper view and the PO number.

Billing: INV-024-0003 for £11k was sent on 1 Jul 2025 for the Growth subscription, due 31 Jul 2025. Rachel Dunmore asked for a PO number, and the evidence does not show a reply or payment.

Check-in: on 28 Jul 2025 Marcus Bell showed usage, about eleven people a day against 40 licensed users. Pieter said he did not want to find out at the renewal that the account is over something, and mentioned one manager's Monday numbers that looked like Friday.

QBR: on 26 Aug 2025 Pieter put the dip to eight or nine users down to holidays. He gave the value as shipper problems seen before the shipper complains, asked to hear any price change early, and wants Tom Ashdown to lead the commercial side. The call gave Growth at £44k and renewal on 1 Apr 2026.

Support: on 3 Sep 2025 a connector stopped syncing after customer maintenance. First response took 462 minutes, and Pieter's credential refresh fixed it. On 24 Sep 2025 Bas reported inconsistent dashboard totals, escalated to Felix Dorran, closed without confirmed resolution. On 26 Sep 2025 Pieter asked how to build an exception accounts dashboard, answered in 30 minutes.

Outreach: webinar and roundtable invitations went to procurement and to the CFO, Marloes Hendriks, with no replies.

Open at the end: the contracts drive connection, the stale-data example, the dashboard fix, the PO number and any extra users for planning.

Kickoff: On 3 Apr 2025 Marcus confirmed forty users and up to eight connectors. Pieter van Dam wants account managers to see exception tickets before shippers call.

Access: On 9 Apr 2025 Pieter said forty seats with two active people is a poor picture for his director. On 24 Apr 2025 access was blocked on an IT network policy approval and the first group was seven people.

Connectors: On 22 Apr 2025 the CRM and helpdesk connected. The helpdesk token cannot read the custom field holding the shipper code, and duplicate shippers were skipped.

Data: On 2 May 2025 the CRM had loaded and helpdesk categories were messy. On 15 May 2025 accounting was deferred because finance is not yet keen.

Turning point: On 22 May 2025 Pieter said the shipper page already beats his three screens and a spreadsheet. A second admin was agreed, and the call recorder waits on written legal sign-off.

Adoption: On 29 May 2025 only a handful of the 40 licences had been used. On 2 Jun 2025 Ilse said she saves time on Mondays and more account managers were being added.

Support: Two tickets were how-to questions on team rollout, with first responses of 480 and 389 minutes.

Open at the end: The call recorder approval, the helpdesk token change, duplicate shippers and a measured value case were unresolved. Replies to the 27 Jun 2025 webinar and quote request were not shown.

Discovery: Tom Ashdown led the 16 Jan 2025 call with Pieter van Dam, who wants exceptions seen before shippers complain. CFO Marloes Hendriks joined late and said she had agreed no figure.

Demos: Hannah Lowe demoed on the customer's own extract on 29 Jan 2025 and 7 Feb 2025. Pieter accepted nightly refresh, and on 31 Jan 2025 said seeing tickets beside the shipper account saves his team a weekly hunt.

Commercial: Growth at £56k all in, implementation included, was quoted again on 17 Feb 2025 as a proposal figure, not an annual price. Pieter said the scope was right and asked for the split in writing.

Negotiation: On 6 Mar 2025 Marloes wanted separate lines, quarterly billing in advance and renewal notice in writing. Owen Tallis held the price, and any move would apply to the first term only.

Signature: On 19 Mar 2025 Marloes confirmed the £56k total agreed and would sign on 21 Mar 2025 once invoicing was confirmed in writing as quarterly in advance.

After signature: On 24 Mar 2025 Rachel Dunmore sent invoice INV-024-0001 for £12k and asked Wouter Kok for a PO number. On 26 Mar 2025 Pieter pressed for early exception tickets.

Open at the end: The reads do not show the signature itself. The PO number, the systems and owners list, per-shipper access control and the renewal price were unresolved.

Scope: the period holds one read, an email thread dated 3 Nov 2024. No calls, tickets or news items are recorded for the quarter.

Invitation: Sofia Marchetti invited Wouter Kok to an in-person London roundtable on 26 Nov 2024. It was a small, informal discussion for people running revenue and finance, with no sales presentation.

People: Sofia also offered a place to an account management colleague. The read sees this as a possible way to widen BG-Demo's contacts at Brakkevoort Logistics.

Open at the end: the thread carries no customer response. The evidence does not show whether Wouter or a colleague attended, and Sofia was to confirm whether anyone was attending.

Sentiment is neutral because the customer said nothing. Nothing in the period touches usage, price, renewal or support.