Harrowden Foods / BB-Demo – Demo
Callcompleted
Harrowden Foods: documents · 2025-10-31 12:30
Kelly Sharpe, Customer Service Manager, joined Gemma Holt for a second Growth demo and backed the purchase, though she does not control the money. The £62,000 total deal value is unchanged, with sign-off targeted for 12 Dec 2025.
What was said
What this says
Current to 11 Oct 26Kelly Sharpe, Customer Service Manager, joined Gemma Holt for a second Growth demo and backed the purchase, though she does not control the money. The £62,000 total deal value is unchanged, with sign-off targeted for 12 Dec 2025.
What happened: Hannah Lowe showed Kelly the order lookup, chat with ticket links, a retailer page and a dashboard built on her examples. Kelly's own test was seeing an order, its lateness and prior complaints while a retailer is on the phone.
Customer view: Kelly's main worry was workload for a busy team, and who sees complaints naming drivers. Hannah's written answer on access is what she will show IT.
Commercial: Lewis Kerr repeated £62,000 for the Growth proposal, total deal value with implementation, not an annual price, exclusive of VAT. Kelly does not decide the money but wants it, and Gemma takes it to sign-off ahead of 12 Dec 2025.
Watch: the user list and helpdesk contact are still to come. The evidence does not show the outcome.
Themes
Current to 9 Oct 26Theme
Customer service team demo
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 updates the quote with customer service named as a team and sends it.
- Hannah Lowe writes up access, freshness and the helpdesk set-up.
- Kelly Sharpe sends a rough list of users and the name of the helpdesk team leader.
Risks
Current to 9 Oct 26- Kelly Sharpe does not make the money decision, so her support depends on Gemma Holt and sign-off above her.
- Her team is busy and wary of another system, so adoption needs training.
- Complaints naming individual drivers need access rules confirmed in writing.
Opportunities
Current to 9 Oct 26- Customer service named as a team from the start gives a second user group under Growth.
- A training session for Kelly's team would support adoption and early value.
Transcript
Hannah Lowe NoneHello, Gemma. Hi. I'm in, Lewis is on his way, I think.
Gemma Holt NoneHi, Hannah. Happy Friday, and happy Halloween. I've got Kelly with me, she's just grabbing a coffee. Kelly, come in, you can sit this side.
Kelly Sharpe NoneHello. Sorry, can you hear me? I've never used this room's microphone.- Hannah Lowe NoneLoud and clear, Kelly. Nice to meet you. I'm Hannah, I look after the technical side.
Lewis Kerr NoneSorry, sorry, previous call overran. Hello all. Lewis, I look after the commercial side. Kelly, good to put a face to the name, Gemma's mentioned you a few times.- Kelly Sharpe NoneAll good things, I hope.
- Gemma Holt NoneMostly. No, I'll start, because there's a win. After Monday's call I sent Kelly's team the complaint log from one retailer and she found a pattern in about ten minutes that we'd missed for months. Late chilled deliveries on a Monday, always the same site. Kelly, tell them.
- Kelly Sharpe NoneIt wasn't clever. I just looked at the dates. But it made me think, if I can see that from a spreadsheet by accident, what could I see if I had everything together. Because at the moment, when a retailer rings, I'm asking someone in the planning office what happened to the order, and they're asking someone else.
- Hannah Lowe NoneThanks, that's a really clear way to put it, and it's the right place to start. What would you most like to see today, Kelly? I'll shape the demo around it.
- Kelly Sharpe NoneWhen a retailer calls about an order, I want to see that order, whether it was late, what's been said to them already, and whether it's the third time they've complained. In one place, and quickly, because they're on the phone.
- Hannah Lowe NoneRight. I loaded your examples, thank you for those. I'll share my screen. Can you see it? I'll make the text bigger.
- Kelly Sharpe NoneI can see it, yes.
- Hannah Lowe NoneSo I'll do what you'd do on a call. A retailer rings, they say an order for yesterday's delivery was short. I type the order in the search box and the brain finds it. There's the order, the line items, the delivery time against the slot, and underneath, the earlier contacts from this retailer.
- Kelly Sharpe NoneOh. That's the bit I'd have to ring three people for.
- Hannah Lowe NoneNow the chat. I'll ask: has this retailer complained about short deliveries before. It answers, and it lists two earlier tickets, each with a link back to the helpdesk. If I click one, you can see the original message, so you're never relying on a summary you can't check.
- Gemma Holt NoneCan I just ask, does she need to learn special wording? Kelly's team aren't technical.
- Hannah Lowe NoneNo. It's ordinary sentences. The short answer is that if you can ask a colleague, you can ask the brain. The longer answer is that people get better at it after a week or so, and we run a training session for that. I'd plan one for Kelly's team.
- Kelly Sharpe NoneThat matters to me more than the technology, to be honest. My team are busy and they don't want another system to look after.
- Lewis Kerr NoneThat's fair, and I'd rather we were honest about it. It's another thing to learn, but the point is it replaces the asking around, not adds to it.
- Hannah Lowe NoneLet me show you the page I'd build for you as a starting point. It's a retailer page. Top: the open complaints and how long each has been open. Middle: late orders this quarter. Bottom: the notes your account manager keeps. Gemma's team use the same page, so you're both looking at the same facts.
- Gemma Holt NoneWhich is the thing. Before, we'd turn up to a meeting with one version and customer service would have another.
- Kelly Sharpe NoneWe did, last time. It wasn't pleasant.
- Kelly Sharpe NoneCan I ask a worry? Who sees what? Some of our complaints mention individual drivers, or the people on the lines. I don't want that open to everybody.
- Hannah Lowe NoneA sensible worry. Access follows the source system. If someone can't see a ticket in the helpdesk, they shouldn't be able to see it in the brain. I want to be precise, though: I'll check how your helpdesk groups are set up and put it in writing, rather than promise it from here. And the whole thing runs inside your own Snowflake account.
- Kelly Sharpe NoneOkay. That's what I needed. If you can write it down, I'll show it to our IT colleagues.
- Gemma Holt NoneHannah, can you show the dashboard from Monday? Kelly, you'll like this one. Complaints by retailer by month, split by late and on time.
- Hannah Lowe NoneHere. And this is built with the dashboards builder, which is part of Growth. I'll change the filter to the one site. There, the pattern you spotted is easy to see, the Monday spike.
- Kelly Sharpe NoneThat's it. That's what I found, and I'd have been much quicker. Can I send that to the planning office? I want them to see it from their side.
- Hannah Lowe NoneYou can share the page with them, yes, as long as they have access. And that's a good example of something useful: a complaint turning into a conversation with the people who can fix it.
- Kelly Sharpe NoneAnd, sorry, quick one. If the order system is behind, will I know? I don't want to tell a retailer something that's a day old.
- Hannah Lowe NoneYes. The data refreshes overnight and should be complete by 07:00 on business days. And each source shows when it was last updated, right here, so you can see it before you say anything to a retailer. If a source has a problem you'll see it flagged as stale.
- Kelly Sharpe NoneGood. That's the answer I wanted.
- Lewis Kerr NoneCan I come in on the practical side? Kelly, how many of your team would need access, roughly? Just to put a number on it without guessing.
- Kelly Sharpe NoneMy agents and me, and probably a couple of the team leaders. I'd have to count properly. I'd say most of the team, anyway.
- Lewis Kerr NoneThat's fine, you needn't be exact today. Growth is built for several teams, so I expect you'd sit inside the included users alongside Gemma's group, but I'll check it against a proper list before I say yes. I'd rather get the quote right than quote from memory.
- Gemma Holt NoneAnd that's the figure from Monday, isn't it? The sixty-two.
- Lewis Kerr NoneYes. £62,000 for the Growth proposal, that's the total deal value with the implementation included, not an annual price, and exclusive of VAT. The quote I sent after Monday's call has the split. If customer service is in from the start, the number doesn't change, it's the same Growth proposal.
- Kelly Sharpe NoneRight. I don't make the call on the money, that's Gemma and above, but I'll say I'd want it. I just want that on the record.
- Gemma Holt NoneNoted, and I'll quote you.
- Hannah Lowe NoneLast thing from me, then. Implementation. I'd start with your order system and the helpdesk, get the retailer page working properly, and only then add anything else. I'd rather you had two sources you trust than four you're unsure about.
- Kelly Sharpe NoneThat sounds right. Don't give me everything at once.
- Hannah Lowe NoneI won't. Who on your side would be the person I'd work with for the helpdesk, Kelly? Someone who knows how the categories are set up.
- Kelly Sharpe NoneThat would be one of my team leaders. I'll ask her and let Gemma know.
- Lewis Kerr NoneGood. Let me recap, so we all leave with the same list. I'll update the quote with customer service named as a team from the start and send it over today. Hannah, you'll write up access, freshness and the helpdesk set up. Kelly, a rough list of who'd need access, and the name of the team leader. Gemma, you take it to sign-off ahead of Friday 12 December 2025.
- Gemma Holt NoneThat's all fine. And I'll tell them Kelly's in favour, so don't worry about that.
- Kelly Sharpe NoneThank you both. That was clearer than I expected, honestly. I'd come in thinking it'd be a lot of talk about data.
- Hannah Lowe NoneThanks, Kelly. Thanks, Gemma. I'll be in touch by email, and enjoy the weekend.
- Gemma Holt NoneCheers, Hannah. Cheers, Lewis. Have a good one.
- Lewis Kerr NoneKind regards, all. Speak soon.
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