Amara Obi

Harrowden Foods / BB-Demo – Qbr

Callcompleted

Harrowden Foods: documents logo Harrowden Foods: documents · 2026-06-02 16:45

QBR on 2 Jun 2026: usage is spread across account managers and the account is clean. Rajesh Mistry wants proof of value and a co-termed add-on quote before deciding, and he is not agreeing it on the call.

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What was said

What this says

Current to 11 Oct 26

QBR on 2 Jun 2026: usage is spread across account managers and the account is clean. Rajesh Mistry wants proof of value and a co-termed add-on quote before deciding, and he is not agreeing it on the call.

What happened: Amara Obi showed all forty Growth seats in use, rising questions and stable connectors. Rajesh Mistry asked for the daily versus occasional split and challenged the quiet tail of users.

Customer view: Rajesh wants value stated as time saved, and Gemma Holt gave the retailer review example. He said he does not pay for shelfware.

Commercial: Lewis Kerr confirmed the subscription matches the order form and invoices, with the term to 4 Jan 2027 and renewal on 5 Jan 2027. The add-on quote was promised in writing that day.

Watch: Gemma is the only admin, and the planners' interest is deferred.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Value case and add-on quote
Importance
upsell
Sentiment
positive
Voice
decision-maker
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Lewis Kerr to send the written add-on quote showing total and cost per head.
  • Amara Obi to send the usage and value pack with Gemma's retailer review example.
  • Gemma Holt to raise a second admin with Kelly and chase the quieter users.
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Risks

Current to 9 Oct 26
  • A tail of quieter users could be read as shelfware if they stay quiet at the next review.
  • Gemma is the only admin, so her absence or departure would leave the account exposed.
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Opportunities

Current to 9 Oct 26
  • Add-on for extra users for Kelly's team, co-termed to the 5 Jan 2027 renewal.
  • Operations planners may be a later case once customer service usage is shown.
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Transcript

  1. Amara Obi
    Amara Obi None
    Hello, can you hear me? Good afternoon, Gemma.
  2. Gemma Holt
    Gemma Holt None
    Afternoon, Amara. Yes, loud and clear. Rajesh is finishing something off, he'll be a few minutes.
  3. Lewis Kerr
    Lewis Kerr None
    Afternoon both. Apologies, my camera is being slow. There we are. Is it as warm with you as it is down here?
  4. Gemma Holt
    Gemma Holt None
    It's boiling. Both sites are like ovens, and we make chilled food, so you can imagine the mood in the factory.
  5. Lewis Kerr
    Lewis Kerr None
    I can. Well, hopefully the chillers are coping.
  6. Gemma Holt
    Gemma Holt None
    Just about. Anyway, I've got a win to start with, if you don't mind, while we wait. We had the retailer review last week, and for the first time I walked in already knowing their complaint themes before they raised them. The buyer actually asked how we'd got it so quickly.
  7. Amara Obi
    Amara Obi None
    That's what we want. Did you tell them?
  8. Gemma Holt
    Gemma Holt None
    I said we'd put the data together. I didn't give away the secret sauce. Ah, hang on, I think that's Rajesh joining.
  9. Rajesh Mistry
    Rajesh Mistry None
    Apologies, everyone. Afternoon. I had a supplier on the phone and he wouldn't let me go. Have I missed much?
  10. Amara Obi
    Amara Obi None
    Not at all, we've been talking about the weather. Rajesh, hello, good to see you. Shall I take us through the plan for the hour, and then I'll hand over to the numbers?
  11. Rajesh Mistry
    Rajesh Mistry None
    Before that, could I ask for the usage figures first? I like to have the numbers in my head before anything else.
  12. Amara Obi
    Amara Obi None
    Of course, that's what I'd do too. Let me share my screen. Bear with me, it's picking the wrong window. Right. Can everyone see the usage page?
  13. Rajesh Mistry
    Rajesh Mistry None
    I can see it. Go on.
  14. Amara Obi
    Amara Obi None
    So, here's what the numbers say. You're on Growth, forty licensed users, and all forty seats have been used. Compared with the previous quarter, the number of active people is up strongly, and questions asked are climbing every month. The pattern I'm most pleased about is that it isn't one person. Gemma is still the biggest single asker, which is natural, but the account managers are now asking more between them than any one individual, and that wasn't true when I first looked.
  15. Rajesh Mistry
    Rajesh Mistry None
    Show me the split. How many of the forty are using it daily, and how many only touch it occasionally?
  16. Amara Obi
    Amara Obi None
    Fair question. Give me a second, I'm pulling the breakdown. Mm. So the regular group is the account managers, who are in most working days, then there's a middle group who dip in weekly, and a smaller tail who log in now and then. I don't want to give you a number I'd have to round, so I'll put the exact split in the pack I send after the call.
  17. Rajesh Mistry
    Rajesh Mistry None
    That's fine. And the tail, are they the ones I should worry about? Because I don't pay for shelfware.
  18. Amara Obi
    Amara Obi None
    Not worry, exactly. Most of the tail are people who joined recently, and it's the kind of usage that grows once there's a reason to open it. But I'd rather say it out loud than hide it. If those people are still quiet at the next review, we should talk about moving the seats to people who'll use them.
  19. Gemma Holt
    Gemma Holt None
    Some of that's on me. I put a few people on in a hurry. I'll chase them this week.
  20. Rajesh Mistry
    Rajesh Mistry None
    Good. Please do. What else is on the page, Amara?
  21. Amara Obi
    Amara Obi None
    Connectors are stable, nothing has dropped out, and the records indexed keep rising, so the brain isn't going stale. The nightly refresh is complete by 07:00 on business days, on every tier, and it's been landing as it should. There was one support ticket in the last month, nothing high priority, nothing outstanding. And finance tell us there are no overdue invoices, so on our side it's a clean quarter. I said it to Gemma at the check-in in May, and I'll say it again: I'd always rather flag a drop than let it slide, and there's no drop to flag.
  22. Lewis Kerr
    Lewis Kerr None
    If I can add the commercial side. You're at fifty thousand pounds a year for Growth, forty users, and that matches what's on the order form and what's been invoiced, so no surprises there. Term runs to 4 Jan 2027, and the renewal date is 5 Jan 2027.
  23. Rajesh Mistry
    Rajesh Mistry None
    Noted. So what's the cost per head? Roughly.
  24. Lewis Kerr
    Lewis Kerr None
    To put a number on it, fifty thousand across forty is twelve hundred and fifty pounds a head, per year. That's the subscription only, and the figure excludes VAT.
  25. Rajesh Mistry
    Rajesh Mistry None
    Right. And is that good value? Honestly, I'd say it depends how many of those heads are doing real work. That's why I asked.
  26. Gemma Holt
    Gemma Holt None
    Can I give you an example, Rajesh? It's the kind of thing you'd have asked me for before. The retailer review last week. Before the brain, putting together the complaint themes and the service-level misses for one supermarket was a day, sometimes more, and I'd be getting numbers from three people. This time it was an afternoon, and it was just me.
  27. Rajesh Mistry
    Rajesh Mistry None
    A day saved on a review. How many reviews a year?
  28. Gemma Holt
    Gemma Holt None
    Every retailer, several times a year. So it adds up. And the account managers do their own prep now, which was never possible before.
  29. Rajesh Mistry
    Rajesh Mistry None
    Good. That's what I'd want to hear. Not 'it's clever', but 'it saved us this'.
  30. Amara Obi
    Amara Obi None
    That's a good way to put it. I'd like to put that into the pack, with Gemma's example, so you can see it next to the usage. Something you can show finance.
  31. Rajesh Mistry
    Rajesh Mistry None
    Please. Because I will need to.
  32. Lewis Kerr
    Lewis Kerr None
    Rajesh, since you mention finance, can I check what you'd like to buy, and by when? Gemma mentioned after the May call that customer service want to come on. Is that still the thing?
  33. Gemma Holt
    Gemma Holt None
    It is. Kelly's team, the customer service team. At the moment it's only Kelly with a login, and she's been waiting. Every week she asks me when. Can we get them on? And what would it cost to add them?
  34. Rajesh Mistry
    Rajesh Mistry None
    I know. Gemma has been saying so for weeks. I'm not against it. I just want to see the usage first, and the cost, before I say yes.
  35. Lewis Kerr
    Lewis Kerr None
    That's sensible. Let me be straightforward about where I think the usage supports it. All forty seats are in use, so there's no spare room to put Kelly's team on without more seats. That's why I'd suggest the add-on for extra users, in a block, rather than moving people around. I wouldn't be recommending it if the seats were half empty.
  36. Rajesh Mistry
    Rajesh Mistry None
    And if I want it co-termed to the renewal? I don't want two dates to manage.
  37. Lewis Kerr
    Lewis Kerr None
    That's exactly how I'd do it. Co-termed to your renewal, so the extra seats run to the same end date, and you only pay for the stretch you're using. I'll show it with the VAT position so there's no confusion.
  38. Rajesh Mistry
    Rajesh Mistry None
    Co-term it. Yes. And what's the number? Per head, for the extra block.
  39. Lewis Kerr
    Lewis Kerr None
    I'm not going to quote it from memory, because I'd rather give you the right figure than a close one. I'll send that over today, in writing, and it'll show both the total and the cost per head so you can compare it with what you're paying now.
  40. Rajesh Mistry
    Rajesh Mistry None
    That works. I'll look at it with our finance team.
  41. Amara Obi
    Amara Obi None
    Can I add something from the adoption side? Whatever you decide, I'd like to get Kelly's team trained properly, so they don't just get a login. A short session on their own complaints and orders, building a view they'll actually use. If a team gets a seat and doesn't use it, that's on us as much as you.
  42. Rajesh Mistry
    Rajesh Mistry None
    Good. That's the right instinct. Because that's where it usually falls over. People get access and nothing changes.
  43. Gemma Holt
    Gemma Holt None
    That's why I'd like Kelly in the first training session with the actual complaints, so they know why they have it.
  44. Rajesh Mistry
    Rajesh Mistry None
    Agreed. Now, a separate point, and I'll say it now so nobody's surprised. My planners. I'd like to know what they'd get out of it. They watch orders against service levels to the supermarkets every day. If they could see complaints against the order picture, that might be useful. But I'm not deciding that today.
  45. Lewis Kerr
    Lewis Kerr None
    Understood, and I'd hold off on that one. I don't want to push seats on you that the usage doesn't support. Let's see how Kelly's team get on first, and then have a look at what the planners would actually do with it.
  46. Rajesh Mistry
    Rajesh Mistry None
    That's how I'd like to do it. One step at a time. Show me it's used.
  47. Amara Obi
    Amara Obi None
    That's fair, and I can help with it. What I'd suggest is that when the planners are ready, we look at a handful of real questions they'd ask, run them on your data, and see whether the answers are good enough. If they are, the case makes itself.
  48. Rajesh Mistry
    Rajesh Mistry None
    Right. Do that, but later.
  49. Gemma Holt
    Gemma Holt None
    Can I go back to the dashboards for a second? I've built a few for the account managers, and a couple of people have started building their own, which I didn't ask them to. Is that normal?
  50. Amara Obi
    Amara Obi None
    It's a very good sign. When customers build their own dashboards it means they've decided the brain is worth their time. It's one of the things I look at, along with questions asked. The only thing I'd do is keep an eye on duplicates, so you don't end up with five versions of the same view.
  51. Gemma Holt
    Gemma Holt None
    Ha, yes. We have a few of those already. I'll tidy up.
  52. Rajesh Mistry
    Rajesh Mistry None
    On the tidy-up point, Amara, who actually looks after this day to day on our side? Is it Gemma?
  53. Gemma Holt
    Gemma Holt None
    It's me, yes. I do the admin, adding users, chasing people. Which is another reason I'd like Kelly's team trained, so I'm not the only one who knows how to do things.
  54. Amara Obi
    Amara Obi None
    I'd have flagged that if you hadn't. One admin is fine for now, but I'd like us to think about a second person. If Gemma's away or moves on, you shouldn't be stuck. That's a risk I'd like to take off the table.
  55. Rajesh Mistry
    Rajesh Mistry None
    Agreed. Gemma, who would be sensible? Not me, I'm hopeless with this stuff.
  56. Gemma Holt
    Gemma Holt None
    Kelly, probably. She's already asking the right questions. I'll float it with her.
  57. Rajesh Mistry
    Rajesh Mistry None
    Good. Put it in the actions.
  58. Amara Obi
    Amara Obi None
    Will do. So, let me look back at what we've covered and tell me if I'm wrong. Usage is up and spread across the account managers. The data is fresh and the connectors are stable. There's one tail of quieter users that Gemma is going to chase. Customer service want on, and the seats are full, so Lewis is quoting an add-on, co-termed. Planners are later. And we want a second admin. Is that right?
  59. Rajesh Mistry
    Rajesh Mistry None
    That's right. Except I'd add: I'm not agreeing the add-on on this call. I want the quote and the usage page, and I'll sit down with finance.
  60. Lewis Kerr
    Lewis Kerr None
    Of course. That's what I'd expect. I'll send the quote today, as I said, and I'm happy to go through it with you or with your finance team if that helps.
  61. Rajesh Mistry
    Rajesh Mistry None
    That would be useful. Thank you.
  62. Gemma Holt
    Gemma Holt None
    Can I just ask, when will we know? Only because Kelly will ask me the second I'm off this call.
  63. Rajesh Mistry
    Rajesh Mistry None
    Gemma, you'll know when I know. Give me until I've seen the numbers and spoken to finance. I'd rather say yes properly than say yes fast.
  64. Gemma Holt
    Gemma Holt None
    Fair enough. I'll tell her it's with you.
  65. Amara Obi
    Amara Obi None
    While we're here, is there anything about the product itself that's frustrating the team? I've been talking about numbers, but I'd like to hear it from you.
  66. Gemma Holt
    Gemma Holt None
    Not really. The only thing is that some of the older complaints were logged differently, so the chat sometimes finds them and sometimes doesn't. I think it's the way they were typed in rather than anything you've done.
  67. Amara Obi
    Amara Obi None
    That's useful, and I think it's the sort of thing we can look at properly in the training session with Kelly. We take a few real complaints, trace them through, and see where the gaps come from. If it's the source, we fix it at the source.
  68. Gemma Holt
    Gemma Holt None
    Perfect. I'd rather know.
  69. Rajesh Mistry
    Rajesh Mistry None
    Amara, one question on the data, then. If the service level to a supermarket slips, how quickly would the brain show it? Because that's the thing I care about.
  70. Amara Obi
    Amara Obi None
    Good question. The nightly refresh lands by 07:00 on business days, so you'd see yesterday's position first thing the next working morning. It isn't live, it's start of day. If you need something more immediate than that, it's a different conversation, and I'd rather be honest about it now.
  71. Rajesh Mistry
    Rajesh Mistry None
    Start of day is fine for what I want. I just wanted to be clear it isn't minute by minute.
  72. Lewis Kerr
    Lewis Kerr None
    And that refresh time is the same for every tier, so it isn't something you'd gain by moving up.
  73. Rajesh Mistry
    Rajesh Mistry None
    Good to know. I wouldn't want to pay more for it.
  74. Gemma Holt
    Gemma Holt None
    Can I raise one more? The account managers want to know whether they can add their own notes against retailers. Not essential, just a thing they asked me for.
  75. Amara Obi
    Amara Obi None
    Let me take that away, and I'll come back to you with a proper answer rather than a guess. I don't want to promise a feature I'm not sure about. I'll put it in the pack.
  76. Gemma Holt
    Gemma Holt None
    Brilliant, thanks.
  77. Rajesh Mistry
    Rajesh Mistry None
    Right. I think I have what I need, apart from the paper. Anything from your side before we close, Lewis?
  78. Lewis Kerr
    Lewis Kerr None
    Only the renewal. The CSM team will be in touch well ahead of the notice period, so there are no surprises. Amara owns that conversation. I'd just say it's a good position to be in. You're paid up, usage is growing, and nobody's asking me to explain anything.
  79. Amara Obi
    Amara Obi None
    And I'd add that I'll bring the usage and value case to that conversation, so it isn't a cold ask. I'd like the renewal to be easy because you've seen the numbers all year. Let's get the next QBR in the diary before we hang up. I'll send some options and you tell me what works.
  80. Rajesh Mistry
    Rajesh Mistry None
    Send them to Gemma and she'll sort it with my diary. Thank you, all. That was useful.
  81. Gemma Holt
    Gemma Holt None
    Cheers, everyone. Thanks, Amara, thanks, Lewis. I'll speak to Kelly about the admin thing today.
  82. Lewis Kerr
    Lewis Kerr None
    Kind regards, all. Quote with you today.
  83. Amara Obi
    Amara Obi None
    Best, everyone. Speak soon.
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