Harrowden Foods / BB-Demo – Check In
Callcompleted
Harrowden Foods: documents · 2026-05-12 11:45
Check-in on 12 May 2026: all forty Growth seats are in use and Kelly's customer service team is waiting for access. Gemma Holt wants an extra-users add-on, co-termed, but her managing director must approve it.
What was said
What this says
Current to 11 Oct 26Check-in on 12 May 2026: all forty Growth seats are in use and Kelly's customer service team is waiting for access. Gemma Holt wants an extra-users add-on, co-termed, but her managing director must approve it.
What happened: Amara Obi shared usage showing active users nearly doubled and all forty Growth seats assigned. Gemma Holt and Kelly said customer service has been waiting since the account managers came on.
Customer view: Gemma described the account as a win, with a retailer review prepared in minutes. Her only gripe was that the people who would benefit most cannot get in.
Commercial: The add-on for extra users can be co-termed to the renewal on 5 Jan 2027, and the subscription line stays as it is. The written quote is owned by the account executive.
Watch: Gemma cannot sign alone and needs her managing director to approve. Gemma is still the biggest single asker, which is a key-person risk.
Themes
Current to 9 Oct 26Theme
Extra users for customer service
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 Obi to ask the account executive for a written, co-termed quote with the VAT position clear.
- Amara Obi to prepare a one-page usage summary for the managing director.
- Kelly to send a list of roles needing access to Amara Obi and Gemma Holt.
Risks
Current to 9 Oct 26- The managing director has not yet approved the extra users, so customer service may keep waiting.
- Gemma is still the biggest single asker, so use depends heavily on one person.
Opportunities
Current to 9 Oct 26- Add-on for extra users on top of Growth, co-termed to the 5 Jan 2027 renewal.
- Later interest in operations planners at the two sites could widen seat demand.
Transcript
Amara Obi NoneHello? Can you hear me alright?
Gemma Holt NoneYes, loud and clear. Morning, Amara.- Amara Obi NoneMorning! Lovely. Is Kelly joining us, or is she tied up?
- Gemma Holt NoneShe's just finishing something with one of the retailer teams. She said two minutes, which in her world means five.
Kelly Sharpe NoneI heard that. Sorry, sorry, I'm here. Can you hear me? My headset's been playing up all morning.- Amara Obi NoneWe can hear you fine. Kelly, we haven't properly met yet, so let me introduce myself. I'm Amara, I'm the customer success manager for Harrowden, I picked the account up a little while ago. Lewis is still your account executive, and I'm the one who looks after how the brain is actually getting used.
- Kelly Sharpe NoneNice to meet you. Gemma's mentioned you. Mostly in the context of, can we get my team on, so I'll try not to make this just that.
- Amara Obi NoneHa, no, please, make it exactly that. It's half the reason I wanted this call. But first, quick question for both of you: what does good look like for you this quarter? What would make you say, yes, that's been worth the time?
- Gemma Holt NoneOoh. Okay. Can I start with a win, actually? Because it's a good one.
- Amara Obi NoneGo on.
- Gemma Holt NoneSo we had a retailer review last week. Normally I'd spend two days pulling together the order history, the service complaints, the lot, from three different places. This time one of the account managers just asked the brain, in plain English, how we'd done against the service levels for that retailer over the last few months, and it came back with the orders and the complaints side by side. Took minutes. The retailer buyer was a bit stunned, to be honest.
- Amara Obi NoneThat's exactly what it's for. That's the whole point of having orders and complaints in one place.
- Gemma Holt NoneYeah. And we got ahead of it, which is the bit I care about. We raised the late deliveries before they did.
- Kelly Sharpe NoneWhich, from my side, is the thing I keep saying. Half my calls from the retailers are about exactly that, and I'm answering them blind. I can't see the order side. I have to ping Gemma, or one of the account managers, and wait.
- Amara Obi NoneRight. And that's what I want to get to. Can I share my screen? Here's what the numbers say, and then we'll talk about your team.
- Gemma Holt NonePlease. I love a chart.
- Amara Obi NoneOkay, can you see that? So, this is the last quarter against the one before. Active users have nearly doubled. The average number of people active in a month is up by a huge margin on the previous quarter, and the thing I'd point out is that it's not one or two people. It's spread across the account managers.
- Gemma Holt NoneYeah, that's the roll-out. I took it round the account managers one supermarket at a time. They love it. The account managers love it, honestly.
- Amara Obi NoneIt shows. And the other number I wanted you to see: all forty seats on the Growth plan are now assigned and in use. So you've filled the licence.
- Gemma Holt NoneAll forty? Already?
- Amara Obi NoneAll forty. Which is a good problem. It means there's nobody left to give a seat to without taking one away from someone.
- Kelly Sharpe NoneRight, and that's where my team is sitting. We were told when we started that customer service would come on after the account managers. Well, the account managers are on. We're just waiting.
- Amara Obi NoneYes. I'm not going to dress it up, Kelly. You've been waiting and that's down to the seats being full, not to anyone forgetting you. How many people would actually need to use it day to day on your side?
- Kelly Sharpe NoneDay to day, the people on the phones and the inbox, so the core team. Then a couple of the team leaders who look at complaint trends. I'd say not everyone straight away, but the people who talk to the retailers, yes.
- Gemma Holt NoneCan we get customer service on? That's really the ask. And what would it cost to add them? Because I know we're at the limit.
- Amara Obi NoneSo there's an add-on for extra users on top of Growth. I'm not going to quote you a figure from memory, because Lewis owns the commercials and I'd rather you had a proper written quote. But it's a standard add-on, nothing exotic, and it can be co-termed so it runs to your renewal date rather than starting a new year.
- Gemma Holt NoneOkay. And that renewal is, what, January?
- Amara Obi NoneThe contract runs to 4 Jan 2027, and the renewal date on our side is 5 Jan 2027. So there's plenty of time, but I'd rather we sorted the seats now than leave Kelly's team waiting until the new year.
- Kelly Sharpe NoneDefinitely not January. I've got a review of my own coming up and I'd like to be able to say the service team can see the order data.
- Gemma Holt NoneSame. Can I ask something, though? Does adding a team change what we pay for the main subscription? Because I'll have to explain that upstairs.
- Amara Obi NoneGood question. No, the subscription itself stays as it is on your order form, fifty thousand pounds a year for Growth. The extra users would be a separate line on top. Lewis will lay it out so it's obvious which is which, and whether VAT's included.
- Gemma Holt NonePerfect. Because the thing is, I can't sign anything off on my own. It'll need our managing director to approve it. He's reasonable, he just wants it in black and white.
- Amara Obi NoneThat's completely fine, and I'd expect that. If it helps, I can put together a one-page usage summary to go with the quote, so he can see what the account managers are actually doing with it. Would that be useful?
- Gemma Holt NoneThat would be really useful, yes. He likes a picture. If you can show him the number of questions going up, that'd do it.
- Amara Obi NoneDone. I'll include questions asked, who's asking them, and the active users. Actually, can I ask about that, Gemma? Who's asking most of the questions? Because that's something I always check.
- Gemma Holt NoneHmm. Me, still, probably a fair share. But it's much more spread than it was. A few of the account managers are on it all day now.
- Amara Obi NoneThat's what I see too. You're still the biggest single user, but not by as much as before. That's healthy, honestly. If it was only you, I'd be worried about what happens when you're on leave.
- Gemma Holt NoneHa. I'm never on leave.
- Amara Obi NoneWhich is exactly what worries me.
- Kelly Sharpe NoneCan I ask a practical one? When my team gets access, what will they actually see? Is it the same as what the account managers see, or is it a different view?
- Amara Obi NoneSame brain, same data. They ask questions in the same way. What I'd suggest is we start with the questions your team actually has: the retailer calls, the complaints, did this order go out on time. We can build a handful of starter questions with you so it's useful on day one rather than a blank box.
- Kelly Sharpe NoneYes. A blank box is how things end up unused. I've had that with other tools. Everyone logs in once and never again.
- Amara Obi NoneAgreed. Which is why I'll sit down with you before anyone's switched on. Who else should have access, by the way, beyond your core team? Is there anyone on the operations side, the two sites, who'd want the order view?
- Gemma Holt NonePossibly. The planners at the sites look at orders all the time, but they've got their own systems. I wouldn't push that yet. Let's get customer service on first, then see.
- Amara Obi NoneSensible. One thing at a time. Right, a quick look at support, so you've got the full picture. There was one ticket in the last month, nothing urgent, nothing high priority, and it was resolved. Any other frustrations that haven't made it into a ticket?
- Gemma Holt NoneNot really. The one ticket was me asking something daft about a filter. It was answered quickly.
- Kelly Sharpe NoneFrom where I sit, I haven't used it enough to be frustrated. That's the point, really.
- Amara Obi NoneFair. And finance side is clean too, no overdue invoices, so nothing for me to chase there. Honestly the account looks healthy. Which makes me want to protect it, so let me ask the awkward question. Is there anything about the brain that isn't giving you what you expected?
- Gemma Holt NoneHmm, honestly? The thing I'd want more of is just more people on it. That's it. If I had to name a gripe, it's that the people who'd get the most from it can't get in.
- Kelly Sharpe NoneThat's me. I'm the gripe.
- Gemma Holt NoneNot a gripe. A queue.
- Amara Obi NoneOkay, I'll take it as a queue, and let's shorten it. So, plan. One, I'll ask Lewis to send you a written quote for the extra users, co-termed to the renewal, with the VAT position clear. Two, I'll put the one-page usage summary together so your managing director has something to look at. Three, when the answer's yes, I'll run a short session with Kelly's team on day one.
- Gemma Holt NoneBrilliant. When might the quote come?
- Amara Obi NoneI'll speak to Lewis straight after this call. He's quick on quotes, so I'd expect it to be with you in the next day or so. I won't put a promise on his behalf in writing, but I know he'll want to turn it round.
- Gemma Holt NoneFine. Honestly, if I can have it this week I can get it in front of our managing director before he disappears.
- Kelly Sharpe NoneIs there anything I should be doing in the meantime? Do I need to pull together names, or a list of who needs access?
- Amara Obi NoneYes, actually, that's helpful. A simple list of who would use it and what they do. Roles, not necessarily a full spreadsheet. That way when the quote lands we can say exactly how many people and not guess.
- Kelly Sharpe NoneEasy enough. I'll send it to you and Gemma by tomorrow.
- Amara Obi NoneLovely. And one more from me before we finish: the next review. Let's get the next QBR in the diary now, rather than finding out in a month that we've all got clashes. Gemma, would you want Lewis there too, given the add-on?
- Gemma Holt NoneYes, definitely. Lewis should be there. And I'd like our managing director there, if he can, since he's the one signing.
- Amara Obi NoneGood. I'll send an invite to everyone and we'll see who can make it. I'll aim for something in the next couple of months, so we can look at the first weeks of customer service using it.
- Gemma Holt NonePerfect. Anything else from you, Amara?
- Amara Obi NoneJust that it's a really good place to be. All forty seats used, a team waiting to come on, and no fires. I'd like more of my accounts to look like this.
- Kelly Sharpe NoneWell, thanks for making the time. It's good to finally put a face to the name.
- Gemma Holt NoneThanks, Amara. Speak soon.
- Amara Obi NoneSpeak soon, both. Best of luck with the retailer review, Kelly. Bye for now.
- Kelly Sharpe NoneCheers. Bye.
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