Brakeline

Owner: Ben Carter · Support: Pia Lang first, Ines Costa · Renewal: January 2027 (David Kim)

In short

Logistics, Yorkshire and the Humber. 9 depots, about 1,100 people. Customer since 2023. Region: UK (London). Signs in with Entra ID since March 2026 (rollout, SUP-388). Depot managers approve their own people since October.

Contacts

Who	Role	Notes
Priya Nair	IT lead	Owns the Entra ID side and the relationship with IT. QBRs.
Sam Whitfield	Operations, Leeds; portal administrator	Raises most tickets from the depots. Approves under All requests when a depot has nobody.
Callum Reid	Regional manager	Leeds depot manager until 18 September, then promoted.
Depot managers	One per depot	Approvers for their own depot since 5 October.

Depots

Leeds, Doncaster, Hull, Wakefield, Sheffield, York, Bradford, Grimsby, Immingham.

Sign-in setup

• Entra ID over SAML, one enterprise app per depot.
• Brakeline's groups are named by job, not depot (BRK-Drivers, BRK-Depot-Managers), so a group can't say which depot someone manages. Depot approver assignments are made in the portal; sign-in leaves them alone.
• Roles from groups are applied again at every sign-in. A change made in Entra ID is seen at the person's next sign-in.

History

When	What
2023	Signed. Passwords at all depots.
March 2026	Nine depots on Entra ID over two weekends, no downtime (SUP-388).
June 2026	Asked whether depot leads can approve new drivers, and regional managers their region (SUP-955). Depot managers became ACM-247; regional managers were postponed on 27 August.
21 Sep	Six Leeds requests waited from Friday to Monday after Callum's promotion (SUP-1184, ACM-256). Sam Whitfield approved them from All requests.
2 Oct	Two more Leeds requests waited the same way; Ines raised it with Lena on 5 October.
5 Oct	Brakeline set its nine depot managers as approvers for their depots.
9 Oct	Asked for a deputy while a depot manager is on leave (SUP-1219). There is none today; "Approval delegation while away" was started as an idea on 26 October.
22 Oct	ACM-320 live: waiting requests follow their depot's approver. Brakeline's administrator read its brief on a call before it was published. Ben told Priya Nair and Sam Whitfield on 23 October.

What to tell Brakeline today

• A request goes to the approver at the person's home depot, once, when it comes in.
• Since 22 October, when that approver changes role, the waiting requests go to whoever approves for the depot now, or to Brakeline's administrators with a line saying why.
• There is no deputy. While a manager is away, an administrator approves under All requests. Requests nobody decides close after 14 days.

QBRs

Ben's QBR notes are in Emargen (Customer call notes). Last one 29 September: renewal talk starts in November; they want deputies more than regional managers now.