Harrowden Foods / BB-Demo – Discovery
Callcompleted
Harrowden Foods: documents · 2025-10-08 12:30
Discovery call on 8 Oct 2025 with Gemma Holt and Rajesh Mistry. Strong need to join complaints and orders for retailer reviews. Rajesh is sceptical on cost and usage and decides nothing yet. Decision target was 12 Dec 2025.
What was said
What this says
Current to 11 Oct 26Discovery call on 8 Oct 2025 with Gemma Holt and Rajesh Mistry. Strong need to join complaints and orders for retailer reviews. Rajesh is sceptical on cost and usage and decides nothing yet. Decision target was 12 Dec 2025.
What happened: Lewis Kerr quoted £62,000 for the Growth tier, read from the scoping sheet as the total deal value, not the yearly subscription. The implementation and subscription split was promised in the written proposal.
Customer view: Gemma wants answers before retailer reviews and wants customer service on the brain. Rajesh wants proof of use and says service levels are what he is judged on.
Watch: Rajesh flagged a daily order file export that could affect connector cost, an unconfirmed Snowflake account, and a demand for question usage by person. He asked that any additions be co-termed.
Outcome: The evidence does not show whether the demo, proposal or the 12 Dec 2025 decision happened.
Themes
Current to 9 Oct 26Theme
Retailer service-level visibility
Importance
neutral
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to send a written summary and book a demo on Harrowden's own anonymised data.
- Gemma Holt to prepare the sample of complaints and orders by the end of next week.
- Lewis Kerr to issue the proposal with the implementation and subscription split and dates after the demo.
Risks
Current to 9 Oct 26- Rajesh Mistry is sceptical on cost per head and fears shelfware, and wants usage by person before any extension.
- The orders arrive as a daily file export rather than a clean feed, which may complicate connector scope and price.
- The £62,000 figure is a total deal value from the scoping sheet, so it could be misread as a yearly price.
Opportunities
Current to 9 Oct 26- Growth tier covers 40 users and eight connectors across account managers and customer service.
- Rajesh's planners are a later group to add, co-termed to the renewal once usage supports it.
Transcript
Lewis Kerr NoneHello, Gemma, Rajesh. Can you both hear me all right? It's Lewis.
Gemma Holt NoneHi Lewis! Yes, loud and clear. Rajesh, you're on mute. There you go.
Rajesh Mistry NoneHello. Sorry, I was finishing something on the line. Good to meet you, Lewis.- Lewis Kerr NoneAnd you. Thanks for giving up your lunch hour. Before anything else, so I'm clear what this call is for. My understanding from Gemma is that you're looking at the brain for commercial insights and customer service, and that you'd like to have a decision around 12 Dec 2025. That's what's in my notes. Is that still right, or has it moved?
- Gemma Holt NoneThat's still it. Can I start with a quick story? Last week one of the account managers had a supermarket buyer ask about service-level complaints on our chilled lines, and it took the best part of two days to pull the orders, the complaints and the account notes together. The account managers love the idea that it's a question, not a project. That's why I pushed for this call.
- Rajesh Mistry NoneBefore we go further, numbers first. What does it cost? What's the cost per head? And show me it's used. I've seen software bought here that nobody opens.
- Lewis Kerr NoneFair. To put a number on it: the deal is sitting at £62,000 for the Growth tier. I'm reading that from the scoping sheet, not from memory. It's the total value of the deal as scoped, so it is the whole thing, not the yearly subscription. The split between the one-off implementation and the annual subscription comes in the written proposal, with the VAT position shown line by line.
- Rajesh Mistry NoneTotal. Right. And per head? How many users does that cover?
- Lewis Kerr NoneGrowth covers several teams, forty users and eight connectors. I wouldn't want to put you on more than you'd use. Who do you see using it on day one, Gemma?
- Gemma Holt NoneThe account managers for each supermarket, that's the core. And can we get customer service on? Their lead is always the first to hear when a retailer is unhappy about a late delivery, and right now they can't see the orders at all.
- Rajesh Mistry NoneAnd my planners, eventually. Not at the start. Show me the first group is using it, then we talk.
- Lewis Kerr NoneThat's sensible, and it's how I'd rather do it. Can I ask what you've got today? Where do the retailer accounts live, where do complaints live, where do orders live?
- Gemma Holt NoneRetailer accounts are in the CRM, but honestly the account managers' notes are half in their inboxes and half in spreadsheets. Complaints go to customer service and sit in the helpdesk. Orders and the service-level numbers come out of the ordering system on the planning side, that's Rajesh's team. Finance is in the accounting system, but I don't think we need that.
- Rajesh Mistry NoneOrders are exported by my team every morning. It's a file. Not a clean feed. I'd want to know what that does to the cost.
- Lewis Kerr NoneGood to know, thank you. That's a connector question and I'll note it for the implementation, so it's priced properly and not a surprise later. One more on the technical side. The brain is built and run inside your own Snowflake account. Is there a Snowflake account at Harrowden today, or would that be new?
- Gemma Holt NoneI think IT set one up last year for finance reporting? Rajesh?
- Rajesh Mistry NoneSomething exists. I'd have to ask IT. I don't want to say something wrong on a call.
- Lewis Kerr NoneThat's fine. It's a question for a technical session, and I'll bring one of our solutions engineers to it. Don't guess. Gemma, what's the thing you most want answered?
- Gemma Holt NoneThe retailer review. Every supermarket has one, and they'll ask about service levels, complaints, how we've done on the lines they care about. I'd like to have the answer before they ask. Right now I find out what they're going to raise about a day before, and then it's a scramble.
- Rajesh Mistry NoneService levels to the supermarkets are what I'm judged on. If we miss, the retailer notices before I do. Anything that tells me earlier is worth looking at. Anything that's just another report isn't.
- Lewis Kerr NoneUnderstood. How are service-level complaints handled now? Who sees them first, and who finds out the order behind them?
- Gemma Holt NoneCustomer service sees the complaint first. Then they email the account manager, who emails planning, who check the order file. By the time it comes back it's a day old. Sometimes two.
- Lewis Kerr NoneSo the gap is between the complaint and the order, and between the people. That's very much what the brain is for. Rajesh, you asked about it being used. What would you need to see to believe it?
- Rajesh Mistry NoneQuestions asked, by whom, week by week. If three people are asking and the rest never log in, I'm paying for shelfware. I'd want that in front of me before any extension.
- Lewis Kerr NoneThat's reasonable, and it's reported. Timing: you asked earlier when you'd see value. I'd rather not promise a number from memory. Implementation is a matter of weeks, and I'll put the dates in the proposal, so you can hold us to them.
- Rajesh Mistry NoneAnd if I add people later? Co-term it. I want any additions to come in at the same renewal date, not a second date to track.
- Lewis Kerr NoneCo-termed to your renewal, yes, that's how additions are done. And I won't push an add-on the usage doesn't support, so we'd look at it together once there's a few months of numbers.
- Gemma Holt NoneCan we do a demo on our own data? Not a generic one. I'd love Rajesh to see our retailers and our complaints in it.
- Lewis Kerr NoneThat's exactly what I'd suggest as the next step. If you can share a small sample of complaints and orders, we'll show you your own retailers answering your own questions.
- Rajesh Mistry NoneAnonymised, and I see it before it leaves the building. And let me be clear, I'm not deciding anything on this call. I want the proposal, usage figures from similar customers, and a look at it with my planners' data.
- Lewis Kerr NoneUnderstood, and thank you for saying it plainly. I can share anonymised usage, though I won't discuss any other customer's price. So, next steps. I'll send over today a short written summary of what we covered and what I heard. You, Gemma, pull together the sample. Then we book the demo, and the proposal follows once you've seen it.
- Gemma Holt NoneI'll have the sample ready by the end of next week, I'll tell you if that's wrong. We can aim for the demo after that.
- Lewis Kerr NoneThen we're on track for 12 Dec 2025 as the target, as long as the demo happens in the next couple of weeks. Anything else before we stop?
- Rajesh Mistry NoneNo. Thank you, Lewis. Regards, I'll look out for the summary.
- Gemma Holt NoneThanks, this was great. Cheers, Lewis, speak soon.
- Lewis Kerr NoneKind regards, both. Speak soon.
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