Harrowden Foods / BB-Demo – Proposal
Callcompleted
Harrowden Foods: documents · 2026-06-11 14:45
Gemma Holt wants to add Kelly's customer service team to Growth. Lewis Kerr quoted £4,405 plus VAT, co-termed to the 5 Jan 2027 renewal. Close is expected Wednesday 17 June 2026, subject to the managing director's sign-off.
What was said
What this says
Current to 11 Oct 26Gemma Holt wants to add Kelly's customer service team to Growth. Lewis Kerr quoted £4,405 plus VAT, co-termed to the 5 Jan 2027 renewal. Close is expected Wednesday 17 June 2026, subject to the managing director's sign-off.
What happened: Lewis Kerr walked Gemma Holt through a user add-on quote on the 11 Jun 2026 proposal call. All forty licensed seats are in use, so usage supports more users but not a bigger tier.
Commercial: the add-on is £4,405 plus VAT, a separate line from the £50,000 subscription on the order form. It is co-termed to the 5 Jan 2027 renewal and issued under the existing agreement.
Customer view: Gemma cannot buy alone and the managing director must sign. She is wary of a price jump at renewal and asked for a discount, which Lewis would not promise.
Watch: the expected close is Wednesday 17 June 2026, and the evidence does not show whether it was signed. The extra users will be part of the renewal conversation.
Themes
Current to 9 Oct 26Theme
Growth user add-on
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 to send the quote to Gemma Holt the same day and check in towards the end of the following week.
- Kelly's team list to reach Amara and Gemma so the quote count matches.
- Lewis Kerr to confirm any discount room before putting it in writing.
Risks
Current to 9 Oct 26- The managing director has not yet approved the add-on, so the expected close may slip.
- Gemma fears a price jump at renewal and no renewal price was given on the call.
Opportunities
Current to 9 Oct 26- All forty licensed seats are in use, so the user add-on is supported and further users can follow the same way.
Transcript
Lewis Kerr NoneHello, Gemma. Can you hear me?
Gemma Holt NoneI can, hi Lewis. Afternoon. Sorry, I'm a minute late, the lift was playing silly beggars.- Lewis Kerr NoneNo problem at all. Afternoon. How's your week been? Busy?
- Gemma Holt NoneBusy but good. We've had a decent run, actually. The account managers got a reply out to a retailer yesterday within the hour, with the whole order and complaint picture attached, and the buyer sent a thank you. That doesn't happen very often.
- Lewis Kerr NoneThat's good to hear. Honestly, that's the sort of thing Amara said you'd been seeing. Right. Shall we get on with it? I'd like to start by confirming what you want to buy and by when, so I don't send you the wrong thing.
- Gemma Holt NoneYes, go on. I mean, you know the ask. We want customer service on. Kelly's team. They've been waiting a while.
- Lewis Kerr NoneRight. So that's extra users on your Growth plan, for Kelly's team, rather than anything bigger. You're not looking to change tier, you're not looking at more connectors, it's just more people.
- Gemma Holt NoneJust more people. Unless you tell me I need something else.
- Lewis Kerr NoneNo, and I'd say so if you did. I don't push an upgrade the usage doesn't support. And what I see is that all forty licensed seats are in use. So the usage backs up the add-on, and it doesn't back up a bigger tier. The average number of people active has gone up a lot over the quarter, and the seats are full.
- Gemma Holt NoneYeah, that's what Amara showed us. I was a bit surprised, to be honest. I knew people were using it, I didn't think we'd fill it.
- Lewis Kerr NoneIt's a good sign. Right, so, to put a number on it. I've got the quote in front of me, I'm reading it rather than going from memory. The total for the user add-on comes to £4,405, and that's plus VAT.
- Gemma Holt NoneFour thousand four hundred and five. Okay. And is that a year? Is that per year, on top of the fifty?
- Lewis Kerr NoneGood question, and worth being precise about. £4,405 is the total value of this add-on. It's co-termed to your renewal, which is 5 Jan 2027, so it runs from when it's activated to the end of your current term, rather than starting a fresh year. It isn't a change to your £50,000 subscription. That stays as it is on your order form.
- Gemma Holt NoneRight. So the fifty is the fifty, and the four thousand is the extra, for the rest of this term.
- Lewis Kerr NoneExactly that. Two separate lines, so your finance people can see which is which.
- Gemma Holt NoneGood. Because that's what I'll get asked. What happens at the renewal, then? Do the extra users just roll in?
- Lewis Kerr NoneThey'd be part of the renewal conversation. I'd rather not put a renewal price in your head on a call, because I'd be quoting from memory, and I don't do that. What I can tell you is that Amara and I will come to you well before the date, and the extra users will be in the picture, not a surprise.
- Gemma Holt NoneFair enough. I just don't want to be explaining a jump to our managing director in the autumn.
- Lewis Kerr NoneUnderstood. I don't like surprises at renewal either. It's the one thing I really try to avoid. You'll see it written down well before it matters.
- Gemma Holt NoneOkay. Is there any movement on that number? Can we do anything on the price? I'm not being cheeky, I'd just be failing if I didn't ask.
- Lewis Kerr NoneNo, quite right to ask. I'll be straight with you. It's not something I'll promise on this call. Discounts on an add-on at this size are limited, and I'd have to check what I can do before I put anything in writing. If there's room, it will be on the quote. If there isn't, I'll tell you plainly, and I won't dress it up.
- Gemma Holt NoneThat's fair. I'd rather a straight answer.
- Lewis Kerr NoneYou'll get one. Now, timing. You said Kelly's been waiting. What's the date you want them switched on by? Is there something driving it?
- Gemma Holt NoneYes, there's a retailer review in the next few weeks, and Kelly would like her team able to see the order side before then. So the sooner the better. Ideally we'd close this next week.
- Lewis Kerr NoneOkay. I have an expected close down as Wednesday 17 June 2026. Is that realistic from your side, or is that me being optimistic?
- Gemma Holt NoneThat's realistic if our managing director signs it off. That's my one caveat. I can't buy anything on my own. He'll want to see it.
- Lewis Kerr NoneOf course. That's the right way round, I think. Would it help if I joined a short call with him, or would you rather take it to him yourself?
- Gemma Holt NoneLet me take it first. He's much happier if I've done the groundwork. But if he has questions, I'll ping you.
- Lewis Kerr NoneFine. That's your call. I'll make the quote easy to read so it doesn't need me to explain it. Amara's putting together a usage summary as well, so he should have something to look at that isn't just a price.
- Gemma Holt NoneYes, she mentioned. That'll help. He likes a picture.
- Lewis Kerr NoneGood. Then let me run through what's actually on the quote, so there's nothing in it you haven't heard. First line, the additional users, for the rest of the term, co-termed to your renewal. Second, nothing else. There's no implementation fee on this, no new connectors, no change to support. The terms are the same as your existing order form.
- Gemma Holt NoneSame payment terms, same everything?
- Lewis Kerr NoneSame terms, thirty days. It's issued under the same agreement you've already signed, so there's no new contract to negotiate. The order form is just an addition.
- Gemma Holt NoneGood. That makes it easier to get through. Procurement here can be slow if it's something new.
- Lewis Kerr NoneIt shouldn't be new. It refers back to what you've already got. I'll say so on the cover note, so whoever reads it knows.
- Gemma Holt NoneBrilliant. Could I ask about the users themselves? When do they actually get access? Is it the day we sign, or is there a delay?
- Lewis Kerr NoneIt isn't quick, in the sense of a long set-up, but it isn't instant either. Once the order form is signed, the seats are added, and Amara's team arranges the access with you. It's not an implementation as such. I'll ask her to give you a firm answer on the day, rather than me guessing.
- Gemma Holt NoneThat's fine. I don't want to be told it's instant and then it isn't.
- Lewis Kerr NoneNo, quite. Better a straight answer than a nice one.
- Gemma Holt NoneCan I be nosy about something else? Do other customers add users like this? Is this a common thing, or are we a bit unusual?
- Lewis Kerr NoneI couldn't talk about another customer's arrangements, I'm afraid, or their prices. But I can tell you it's a normal add-on, and a team coming on after the first group is a very common pattern. You're not unusual.
- Gemma Holt NoneGood. That's what I wanted to hear. Not that it's special, just that it's ordinary.
- Lewis Kerr NoneOrdinary is good. Ordinary means it works.
- Gemma Holt NoneRight. Okay. So what do I need to do? What do you need from me?
- Lewis Kerr NoneTwo things. First, a list of who from Kelly's team will use it. Not names necessarily, roles will do, but I'd like it to be an actual count so the quote matches. Kelly said she'd send something to Amara and you.
- Gemma Holt NoneShe did, yes. She's sending it over. I'll chase her if it hasn't come in.
- Lewis Kerr NonePerfect. Second, who signs, and how. Is it your managing director on the order form, or do you have a designated signatory?
- Gemma Holt NoneOur managing director. He signed the original. I'll make sure he knows it's coming.
- Lewis Kerr NoneThat's all I need. I'll send the quote over today, with the VAT position clear, and then the order form once you've told me the count and he's seen it.
- Gemma Holt NoneToday? Wow. Great.
- Lewis Kerr NoneI said I would. It's mostly built. I'm just double checking the line so it's right, and then it's yours.
- Gemma Holt NoneLovely. And if we get it signed by Wednesday 17 June 2026, will that be enough for Kelly to be live before her review?
- Lewis Kerr NoneThat's the plan, and I think it's achievable, but I want Amara to confirm the access side, as I said. I'd hate to promise you a day and then have someone else miss it.
- Gemma Holt NoneNo, understood. You've been very clear.
- Lewis Kerr NoneGood. Anything else I can answer while I've got you? Anything about the quote, or the contract, or what happens next?
- Gemma Holt NoneOne thing. Whoever's reading the quote upstairs will ask whether this is all we'll need. Is there a point where we hit another limit? Like, if customer service grows?
- Lewis Kerr NoneFair question. There's always a limit, but it's a sliding one. If you need more users later, you add them the same way, and it's again co-termed. The bigger question would be whether you're using enough of the platform to justify a different tier, and from what I see, you're not there. I'd tell you if you were.
- Gemma Holt NoneGood. That's an honest answer, I appreciate it.
- Lewis Kerr NoneWell, I want you to renew happily in January, not feel like I've sold you something you didn't need.
- Gemma Holt NoneHa, thank you. Okay. I think that's everything from me. Quote today, I take it to our managing director, Kelly's list, sign by next week.
- Lewis Kerr NoneThat's it. I'll send the quote over today, Amara will send the usage summary, and I'll be around if he has questions. And I'll check in with you towards the end of next week, in case it needs a nudge.
- Gemma Holt NonePerfect. Thanks, Lewis. Speak soon.
- Lewis Kerr NoneThanks, Gemma. Kind regards to Kelly, and have a good rest of the day. Bye for now.
- Gemma Holt NoneCheers. Bye.
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