Harrowden Foods / BB-Demo – Check In
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Harrowden Foods: documents · 2026-04-07 11:15
Gemma Holt reports a clear win and rising use on Growth. Active users are close to double the previous quarter. She wants customer service onboarded and a QBR before the summer. Renewal is 5 Jan 2027 and nothing is at risk.
What was said
What this says
Current to 11 Oct 26Gemma Holt reports a clear win and rising use on Growth. Active users are close to double the previous quarter. She wants customer service onboarded and a QBR before the summer. Renewal is 5 Jan 2027 and nothing is at risk.
What happened: Amara Obi ran a routine check-in with Gemma Holt on 7 Apr 2026. Active users are just under seven a day, close to double the previous quarter, and questions asked are now spread across several people.
Customer view: Gemma wants customer service on the brain so both teams share one retailer picture. She is happy with support, and says stale data is what would lose the account managers' trust.
Commercial: Growth includes 40 users, so about a dozen customer service staff fit inside the limit. Renewal is 5 Jan 2027, and Gemma would take any purchase upstairs.
Watch: the evidence does not show who above Gemma decides the renewal.
Themes
Current to 9 Oct 26Theme
Growth in usage, seat headroom
Importance
praise
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Gemma sends Amara the customer service list and Amara sends invites and a short walk-through next week.
- Amara sends QBR dates and a reusable usage summary.
- Amara has a colleague price extra user blocks if seats ever become a constraint.
Risks
Current to 9 Oct 26- Gemma does not buy on her own, and the evidence does not show who above her decides the renewal.
- Her trust case rests on fresh data, so any stale morning would hurt adoption among account managers.
Opportunities
Current to 9 Oct 26- About a dozen customer service staff can join within the 40 users included in Growth.
- Gemma asked what extra users would cost beyond forty, which may become an extra-users add-on later.
- A QBR before the summer, with customer service on, builds the value case ahead of the 5 Jan 2027 renewal.
Transcript
Amara Obi NoneMorning, Gemma. Can you hear me alright?
Gemma Holt NoneMorning! Yep, loud and clear. Sorry, one second, I'm just closing another window. There. Hello.- Amara Obi NoneNo rush at all. How's the week been treating you?
- Gemma Holt NoneBusy, but the good kind. Actually I've got a win to start with, if that's okay. One of the account managers had a retailer review yesterday and she walked in already knowing which lines had the most service complaints and how they lined up with the order changes. Normally she'd have spent the Friday before chasing three different people for that.
- Amara Obi NoneThat's brilliant, that's exactly the thing you bought it for. Did she ask the brain directly, or did she use one of the pages you set up?
- Gemma Holt NoneShe just asked it. Typed the question in, more or less the way she'd say it to me. She said it was a bit scary how quickly it came back.
- Amara Obi NoneLove that. Right, so, I should say, I've got the numbers open and I'll share them in a minute, but first, what does good look like for you this quarter? I always like to ask before I start waving charts about.
- Gemma Holt NoneGood for me is more people actually using it. We rolled it out to the account managers, and they love it, but I want customer service on properly. They're the ones who hear the complaints first, and if they can see the same retailer picture we see, we stop having two versions of the truth.
- Amara Obi NoneOkay. Well, here's what the numbers say, and I think you'll be pleased. Let me share my screen. Can you see that?
- Gemma Holt NoneYep, I can see a chart going upwards. That's always a good start.
- Amara Obi NoneIt is. So this is active users over the last thirty days, compared with the quarter before. You're averaging just under seven a day now, and that's up by a very big margin on the previous quarter. Close to double, in fact.
- Gemma Holt NoneYeah, that fits. The customer service team started dipping in a few weeks ago. Not everyone, but a few of them. Mostly the ones who handle the supermarket complaints.
- Amara Obi NoneRight, and that's what I wanted to ask. Who else should have access? Because you've got forty licensed users on Growth and you're nowhere near that, so there's plenty of room before we'd ever have a conversation about limits.
- Gemma Holt NoneForty, okay. I'd lost track of that number, to be honest. So I could add the whole customer service team and still have space?
- Amara Obi NoneEasily. Honestly, I'd rather you filled those seats than left them empty. Usage is the best argument for the subscription, so the more people asking questions, the better the case looks when we get to renewal.
- Gemma Holt NoneMm. Speaking of which, that's January, isn't it?
- Amara Obi NoneIt is. The contract runs to 4 Jan 2027, and the renewal date is 5 Jan 2027. Nothing to do today, I just like to keep it in view. You're at fifty thousand a year on the order form, and the invoices match, so no surprises there.
- Gemma Holt NoneGood. I'd hate a surprise. Fifty thousand, yeah, that's what I remember.
- Amara Obi NoneOkay, let me flip to tickets. You've had a couple in the last month, both small, nothing urgent, nothing high priority. Does that match what you've seen?
- Gemma Holt NoneYeah, I raised one myself. It was just me asking how to do something, and it got answered really quickly. I wasn't worried.
- Amara Obi NoneGood. And no sign of any connector problems on our side. The records indexed are climbing steadily, so the nightly refresh is doing its job.
- Gemma Holt NoneThat's the thing I care about, to be honest. If the account managers open it in the morning and the data's stale, they stop trusting it. And then it's very hard to get that trust back.
- Amara Obi NoneCompletely agree. If you ever see anything that looks old, tell me the same day, even if you're not sure. I'd much rather chase a false alarm.
- Gemma Holt NoneWill do. Right, can I ask something else? What would it cost to add more people? Like if we went beyond the forty at some point?
- Amara Obi NoneGood question, and it's a sensible one to ask early. There's an add-on for extra users in blocks, but honestly you're well inside your limit, so it's not a today problem. If it becomes one, I'll get Lewis to price it properly rather than guess on a call.
- Gemma Holt NoneOkay, that's fair. I'd have to take it upstairs anyway. I don't buy anything on my own, and I wouldn't want to.
- Amara Obi NoneUnderstood. So the practical thing is getting the customer service team on first. Can you give me a list of who, and I'll send invites? Or would you rather add them yourself?
- Gemma Holt NoneI'll pull a list together with their team lead. I think there are about a dozen who'd really use it, but I'll check before I say a number I regret.
- Amara Obi NoneHa, fair enough. Once they're on, I can do a short walk through for them. Twenty minutes, nothing heavy. Show them how to ask about a retailer and how to get to the complaints view.
- Gemma Holt NoneYes please. Can we do that next week, if the list is ready? I don't like requests sitting around.
- Amara Obi NoneNext week works. I'll hold a slot and you tell me when the list is done. One more thing from the numbers. Questions asked is up too, and it's spread across a good few people now, not just you. That's healthy.
- Gemma Holt NoneOh, that's good to hear, because I was a bit worried I was the one asking half of them.
- Amara Obi NoneYou were, a while back. Not anymore. The account managers are carrying a decent share, which means if you took a holiday the whole thing wouldn't wobble.
- Gemma Holt NoneHa. I might test that in the summer.
- Amara Obi NonePlease do. Right, last thing from me. Let's get the next QBR in the diary, because you're on Growth and that's part of what you get. Do you want to look at it before the summer, or after?
- Gemma Holt NoneBefore, I think. If customer service are on by then, I'd like to show my boss the numbers with them in. It'll look better.
- Amara Obi NoneAgreed. I'll send some options for the next couple of months. And I'll pull together a short usage summary you can reuse, so you're not rebuilding charts.
- Gemma Holt NonePerfect. Honestly that would save me a job.
- Amara Obi NoneSo, to recap. You send me the customer service list, I send invites and hold a walk through slot for next week, and I send QBR dates. Anything I've missed?
- Gemma Holt NoneNo, that's it. Oh, actually, one thing. Can the brain show orders alongside complaints for the same retailer? Because that's what the customer service lead keeps asking me.
- Amara Obi NoneIt can, that's the whole point of having both sources in. I'll show it in the walk through so it's their example, not a generic one.
- Gemma Holt NoneBrilliant. Thanks, Amara. This was a good one.
- Amara Obi NoneThanks, Gemma. Speak soon. Best, Amara.
- Gemma Holt NoneCheers, bye!
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