Harrowden Foods / BB-Demo – Check In
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Harrowden Foods: documents · 2026-05-05 15:15
Gemma Holt reports customer service finding a complaint pattern on their own. Active users are nearly nine a day. She wants operations planners added, a dashboard built and a QBR with her boss before the summer.
What was said
What this says
Current to 11 Oct 26Gemma Holt reports customer service finding a complaint pattern on their own. Active users are nearly nine a day. She wants operations planners added, a dashboard built and a QBR with her boss before the summer.
What happened: Amara Obi and Gemma Holt met on 5 May 2026. Active users over thirty days average nearly nine a day, almost double the previous quarter again, and customer service now uses the brain without Gemma running it for them.
Customer view: Gemma wants operations planners on next, and finance only after she has spoken to them. She has barely touched the dashboards builder but wants her Monday complaints view built there.
Commercial: Seats are well inside the 40 included, but planner data sources may need connectors. Renewal is 5 Jan 2027, and Gemma wants her boss at the QBR.
Watch: the planners' order data may sit outside configured connectors.
Themes
Current to 9 Oct 26Theme
Expansion to planners, dashboards
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- Amara checks which connectors cover the planners' data and reports back to Gemma.
- Amara sends times for an hour-long dashboard working session next week.
- Amara sends QBR dates and builds a usage summary including the delivery slot example.
Risks
Current to 9 Oct 26- The planners' order data may live in a system that is not yet connected, which could stall onboarding.
- Finance is cautious about anything touching invoices, so that group may be slow to join.
Opportunities
Current to 9 Oct 26- Operations planners and the two sites' staff can be added within the 40 users included in Growth.
- A first dashboard on the weekly retailer complaints view would deepen use of the Growth dashboards builder.
- A connector gap for planner data could become a commercial conversation about extra connectors.
Transcript
Amara Obi NoneAfternoon, Gemma. Sorry, I think I'm a minute or two behind. Back to back since lunch.
Gemma Holt NoneAfternoon! No, you're fine, I only just got in myself. I've been in the factory office all morning, so I'm still thawing out.- Amara Obi NoneHa. Chilled ready meals, I suppose that's occupational. How are things?
- Gemma Holt NoneGood, actually. Let me start with a win, because I've got one. Customer service picked up a complaint pattern on one retailer's chilled range, and because they could see the order history in the same place, they spotted it was tied to one delivery slot. Before, that would have taken days and a lot of emails to piece together.
- Amara Obi NoneThat's a lovely example. And that's the customer service team using it themselves, not you running it for them?
- Gemma Holt NoneThemselves. I only heard about it afterwards, which is exactly how it should be.
- Amara Obi NoneBrilliant. Okay, so let me get the numbers up. Bear with me while I share. Right, can you see that?
- Gemma Holt NoneYep. Another chart going up. I'm starting to like these.
- Amara Obi NoneSame here. So, here's what the numbers say. Active users over thirty days now average nearly nine a day, and compared with the previous quarter that's almost double again. Since we last spoke it's carried on climbing, and a lot of that's customer service.
- Gemma Holt NoneYeah. The walk through helped a lot. People went back and used it the same afternoon, which doesn't always happen.
- Amara Obi NoneGood. And you've still got headroom. Forty licensed users, and you're a fair way short, so there's no pressure on seats.
- Gemma Holt NoneRight. So I'm wondering about the next group. Can we get the operations planners on? They work with the order volumes every day, and I keep getting asked for numbers that they could just ask the brain.
- Amara Obi NoneYes, that's a natural next step. Who else should have access besides them? Anyone in the sales planning side, or finance?
- Gemma Holt NoneFinance, maybe, but I'd want to talk to them first. They're careful about anything touching invoices. Planners and perhaps the people looking after the two sites, yes.
- Amara Obi NoneThat makes sense. One thing to check before we add anyone. The brain only knows what's been connected, so if the planners need data from a system that isn't in yet, we'd have to look at connectors. Do you know where their order data lives?
- Gemma Holt NoneMostly in the same place the account managers already pull from. I think a lot of it's already in there, but I'd want to double check with them. I'd rather say that than promise something.
- Amara Obi NoneGood instinct. I'll look at what's configured on our side and tell you what's covered and what isn't. If there's a gap, we can talk about options, and I'll bring Lewis in if it turns into a commercial conversation.
- Gemma Holt NoneOkay, thanks. And just so I'm clear, adding users up to forty isn't a cost, is it?
- Amara Obi NoneNo, forty is what's included in Growth. You're at fifty thousand a year on the order form, and that covers the forty. Beyond that there's an add-on, but you're not near it.
- Gemma Holt NoneGood. Because I'd have to explain it to my boss, and I'd much rather say there's no extra cost.
- Amara Obi NoneRight. Let me do tickets. A couple in the last month again, none high priority, and they were answered well inside your response time. Any frustrations on your side?
- Gemma Holt NoneNo, nothing. Honestly it's been quiet. Which for me is a good thing.
- Amara Obi NoneQuiet's what I like to hear. And no overdue invoices, so finance are happy too.
- Gemma Holt NoneMm. Can I ask about the dashboards thing? I know Growth has a dashboards builder, and I've barely touched it. Is it worth me learning?
- Amara Obi NoneI think so, yes. A lot of customers start with chat and pages, then move to dashboards once a regular question keeps coming up. Do you have one in mind?
- Gemma Holt NoneThe weekly retailer complaints view. I rebuild it every Monday. If that could just be there when I log in, I'd be thrilled.
- Amara Obi NoneThat's a perfect first one. It's repeatable, it's the same shape every week, and other people would use it. Shall I set up a working session with you and build it together?
- Gemma Holt NoneYes please. An hour, maybe? I'd rather learn by doing it than watch a video.
- Amara Obi NoneAn hour's plenty. I'll send a couple of times for next week. Bring the spreadsheet you rebuild every Monday and we'll recreate it live.
- Gemma Holt NoneHa, you've seen my spreadsheet, haven't you?
- Amara Obi NoneI've seen a lot of spreadsheets. Yours is probably tidier than most.
- Gemma Holt NoneThat's generous. Okay. What else? Oh, the QBR. We said we'd do one before the summer, didn't we?
- Amara Obi NoneWe did, and I sent some dates, so let's lock one in now. It'd be good to have the planners on by then, so the usage story is even stronger.
- Gemma Holt NoneYes, and I'd like my boss in the room. He should see the numbers. And the customer service lead too, if that's okay.
- Amara Obi NoneMore than okay. The more people who see it, the better. I'll put together the usage, the questions asked, who's asking them and a couple of examples like the delivery slot one. Is that the right shape?
- Gemma Holt NoneThat's exactly the shape. Can you include the delivery slot example? That one really landed with me.
- Amara Obi NoneOf course, if you're happy for me to describe it. I'll keep it general and you can tweak the wording.
- Gemma Holt NoneFine by me. And on the renewal, I assume we'll talk about that later in the year?
- Amara Obi NoneYes. Contract end is 4 Jan 2027 and renewal is 5 Jan 2027, so I'll start that conversation well ahead of time, with the usage story in hand. Nothing to decide today. From where I sit the account is in a really healthy place.
- Gemma Holt NoneGood. I'd say the same. I just want it to keep growing.
- Amara Obi NoneThen let's make sure it does. Let me recap. I check what's connected for the planners and come back to you. I send times for the dashboard session next week. I send QBR dates and start pulling the summary together. You talk to the planners and finance and tell me who's in.
- Gemma Holt NoneYep, that's it. And I'll check the planners' data sources too, so we're not guessing.
- Amara Obi NonePerfect. Anything else on your mind before I let you go?
- Gemma Holt NoneNo, I don't think so. Thanks, Amara. Really useful.
- Amara Obi NoneThanks, Gemma. Speak soon. Best, Amara.
- Gemma Holt NoneCheers, speak soon!
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