Harrowden Foods / BB-Demo – Demo
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Harrowden Foods: documents · 2025-10-27 11:15
Gemma Holt, Commercial Insights Manager, saw a Growth demo on sample extracts and was impressed. Lewis Kerr quoted £62,000 as total deal value including implementation. Sign-off sits above her, with a decision targeted for 12 Dec 2025.
What was said
What this says
Current to 11 Oct 26Gemma Holt, Commercial Insights Manager, saw a Growth demo on sample extracts and was impressed. Lewis Kerr quoted £62,000 as total deal value including implementation. Sign-off sits above her, with a decision targeted for 12 Dec 2025.
What happened: Hannah Lowe demoed sample extracts loaded into a demo Snowflake account: a retailer page, late orders matched to complaints, and a dashboard. Gemma's three tests were one view, no data person needed, and what happens when data is wrong.
Customer view: Gemma said the page is what an account manager currently builds by hand. She plans account managers first, then customer service.
Commercial: Lewis put the Growth proposal at £62,000, total deal value with implementation, not the annual subscription, exclusive of VAT. The route is Gemma, then the person who signs, with finance seeing the quote, targeting 12 Dec 2025.
Watch: the retailer contracts folder holds commercially sensitive terms, so permissions must be confirmed in writing. The evidence does not show the decision outcome.
Themes
Current to 9 Oct 26Theme
Growth demo, buying route
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr sends the written quote with the implementation and subscription split.
- Hannah Lowe writes up corrections, freshness and permissions for Harrowden IT.
- Hold a session with the customer service manager, with Gemma supplying sample complaints.
Risks
Current to 9 Oct 26- Sign-off sits above Gemma Holt and the signer and finance have not been heard from.
- The retailer contracts folder holds commercially sensitive terms and access rules are unconfirmed.
- If data runs a week behind, account managers will go back to spreadsheets.
Opportunities
Current to 9 Oct 26- Customer service is a second team to bring onto the Growth proposal after account managers.
- Finance could be added as a connector later, as Growth allows eight and four sources were shown.
Transcript
Lewis Kerr NoneHello, hello. Can you both hear me all right? I've only just got in.
Gemma Holt NoneYep, loud and clear. Morning, Lewis. Sorry, I'm in the little meeting room, the big one's got a supplier visit in it, so if you hear a trolley, that's the canteen.
Hannah Lowe NoneMorning both. Lewis, you're a touch quiet on my side. Maybe pull the microphone a bit closer?- Lewis Kerr NoneIs that better?
- Hannah Lowe NoneMuch better, thanks.
- Gemma Holt NoneLovely. Right, can I start with a win, because it's been a good week? One of our account managers had a retailer review on Thursday and she walked in with the complaint history already lined up, before they'd even asked for it. She'd spent Wednesday night in spreadsheets pulling orders against complaints and she said, never again. That's the whole reason I wanted this call, really. The account managers love it when they can see everything in one place, and at the moment she's building that place by hand.
- Lewis Kerr NoneThat's a good place to start, and honestly it's the shape of today. Before we dive in, can I just confirm where we've got to? As I understand it you're looking at the Growth tier, and the aim is a decision by Friday 12 December 2025. Is that still right?
- Gemma Holt NoneThat's right. The sign-off sits above me, so I can't promise anything on their behalf, but they've seen the early notes and they're not against it. They mostly want to see it on our own data, not a slide deck.
- Hannah Lowe NoneWhich is what I've built, or as close as we could get. To be precise, what I'm going to show is the sample extracts you sent over, loaded into a demo account in Snowflake. Same architecture as the real thing, just smaller. Before I share my screen, what do you most need to know from today?
- Gemma Holt NoneThree things, I think. One, can it put a retailer's orders, their service-level complaints and our account notes in one view. Two, can our customer service manager get on it without needing a data person. And three, what does it do when the data's wrong, because it will be wrong, it always is.
- Hannah Lowe NoneGood, those are the right three. I'll write them down so I answer each one properly. Sharing now, give me a second. Can you see a page with a sidebar?
- Gemma Holt NoneYep, I can see it. Bit small.
- Hannah Lowe NoneI'll zoom in. Better?
- Gemma Holt NonePerfect.
- Hannah Lowe NoneRight. This is the Harrowden demo space. On the left are the sources: your CRM, the helpdesk, the order system and a folder of retailer contracts. Each one has been indexed, which just means the brain has read it and can search it. Growth gives you eight connectors, so you've got room beyond these four.
- Gemma Holt NoneOoh, good, because finance will want to be on there at some point.
- Hannah Lowe NoneThey can be. I'd phase it, though. Four sources first, get people using it, then add. Now, your first question. I'll type: show me everything about this retailer from the last quarter, orders, complaints and account manager notes.
- Hannah Lowe NoneAnd it comes back with a page. At the top is a summary in plain English, underneath are the orders as a table, then the complaints, each with a link back to the helpdesk ticket, and then the notes. Every sentence has a source next to it, so you can click through and check.
- Gemma Holt NoneOh, that's it. That's the page she built by hand. Can you do late deliveries? That's what they always come at us about.
- Hannah Lowe NoneYes. Let me ask it: which orders were late for this retailer, and which of those had a complaint raised. It's thinking. There. Late orders on the left, matched complaints on the right. Two of these have no complaint at all, which is interesting in itself, because it means the retailer was unhappy but nobody logged it.
- Gemma Holt NoneWhich is exactly what customer service would pick up if they could see it. Can we get customer service on? Honestly that's my whole pitch internally.
- Lewis Kerr NoneWe can talk about that on the commercial side in a minute. Hannah, before you go on, how does it know a complaint belongs to a retailer? Is that a field, or is it guessing?
- Hannah Lowe NoneThe short answer is it uses the field where there is one. The longer answer is that where there isn't, it matches on the customer name and the sender's domain, and it tells you it has done that. Here, look, this one has a small marker saying matched by name, not by account. You can accept it or correct it, and the correction sticks.
- Gemma Holt NoneSo that's my third question. What happens when it's wrong.
- Hannah Lowe NonePartly. The marker is the first half. The second half is that a correction is logged and visible, so you can see who changed what and when. I'd rather you could see that than have it quietly guess. I'll put that in writing for you, because I don't want you relying on my description.
- Gemma Holt NoneYeah, go on, sorry, I interrupted. Mm. That's fine, that's what I'd want.
- Hannah Lowe NoneNext, dashboards. Growth includes the dashboards builder, so I'll make one live. I'll ask for complaints per retailer per month, split by whether the order was late. I'm going to add a filter for the two sites as well, so you can compare them.
- Gemma Holt NoneCan anyone make those, or does it need you every time?
- Hannah Lowe NoneAnyone with the right access. I built that in about a minute because you watched me type. The part that takes real thought is deciding what a late order is for your business, and that's a conversation with you, not a setting I'd guess.
- Gemma Holt NoneRight, and that's different by retailer, honestly. Some of them give you a window, some of them don't.
- Hannah Lowe NoneThen we'd write the rule down per retailer during the build, and the dashboard would use it. Let me show you where a rule like that lives.
- Lewis Kerr NoneWhile Hannah has that up, can I ask about freshness? Gemma, if an account manager opens this at eight in the morning, what do they expect to see?
- Gemma Holt NoneYesterday's orders, at least. Yesterday's complaints. If it's a week behind, they'll go back to the spreadsheet and never come back.
- Hannah Lowe NoneThe refresh runs overnight and is complete by 07:00 on business days. That's the commitment, and it's the same on every tier. If a source breaks, say your order system changes a field, the connector shows as stale on this panel rather than silently showing old numbers. I'd call that a warning, not a guarantee that nothing ever breaks.
- Gemma Holt NoneThat's fair. I'd rather it shouted.
- Gemma Holt NoneCan I try something? Could you ask it which retailers have had more complaints this quarter than last? I want to see if it gets confused.
- Hannah Lowe NoneGo on, I'll type it exactly as you've said it. Okay. It gives a ranked list, and it's flagged one where the quarter has fewer orders, so the comparison isn't like for like. Is that useful or annoying?
- Gemma Holt NoneUseful. Annoying would be if it hid that. Okay, I'm quite impressed, I'll be honest.
- Lewis Kerr NoneGood. Shall I take a few minutes on the commercial picture while it's fresh? Hannah, shout if I wander off the technical facts.
- Hannah Lowe NoneWill do.
- Lewis Kerr NoneSo, to put a number on it, the Growth proposal comes to £62,000. That's the total deal value, with the implementation included, so it isn't the annual subscription on its own. The breakdown between implementation and the yearly subscription I'll set out in the written quote rather than from memory. And that's exclusive of VAT, which I'll show separately.
- Gemma Holt NoneOkay. So what would it cost to add people later, if customer service comes on after we've started?
- Lewis Kerr NoneGrowth is sized for several teams, so I expect customer service fits inside the included users. I'd want to check your numbers against the quote before saying that for certain. What I won't do is push you towards something the usage doesn't support. If you only need the one team to begin with, we'd say so.
- Gemma Holt NoneNo, that's what I wanted to hear. It's going to be account managers first, and then I'll be knocking on customer service's door.
- Lewis Kerr NoneUnderstood. And the decision route, so I plan properly: you, then who?
- Gemma Holt NoneMe, then the person who signs, and I'd guess our finance team will want to see the quote. So the date works, Friday 12 December 2025, as long as I get the paperwork in good time.
- Lewis Kerr NoneI'll send that over today, then, so it's with you early. Hannah, anything on the technical side that would hold it up?
- Hannah Lowe NoneOnly that I'd like to understand the retailer contracts folder better. I've indexed a sample, but I'd want to know who owns it and whether there's anything in there that shouldn't be read by everybody. Permissions follow the source, but I want to be accurate about how.
- Gemma Holt NoneHa, yes, there'll be some commercially sensitive terms in there. Our commercial team would want that locked down. I'll find out who looks after it.
- Hannah Lowe NoneGood. It runs inside your own Snowflake account, so your data stays where it already is, and I'll write down which access rules apply so your IT team can check them. I'd rather they read my answer than take my word.
- Gemma Holt NoneRight, one more request, then I'll let you go. Could we do a second session with our customer service manager on it? It's easier if she hears it from you than from me.
- Lewis Kerr NoneOf course. Later this week would suit me. Hannah?
- Hannah Lowe NoneFriday would work. And if she can give me two or three real complaint examples beforehand, I'll load them in so it's her own material she sees.
- Gemma Holt NoneShe'll love that. I'll send you some, anonymised. Honestly she'll have more than three.
- Lewis Kerr NonePerfect. So to recap: I send the quote today, Hannah writes up the answers on corrections, freshness and permissions, Gemma finds out who owns the contracts folder and sends sample complaints, and we put Friday in for the customer service session.
- Gemma Holt NoneThat's everything. Thanks, both, really. It's been the most useful hour I've had on this.
- Hannah Lowe NoneThanks, Gemma. Speak Friday.
- Lewis Kerr NoneKind regards, Gemma. Speak soon.
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