Amara Obi

Harrowden Foods / BB-Demo – Check In

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Harrowden Foods: documents logo Harrowden Foods: documents · 2026-07-13 15:15

Gemma Holt reported a clear win and no ticket or freshness complaints. Amara Obi flagged Gemma as the biggest single asker, planned training for account managers and customer service, and opened early renewal groundwork for 5 Jan 2027.

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What was said

What this says

Current to 11 Oct 26

Gemma Holt reported a clear win and no ticket or freshness complaints. Amara Obi flagged Gemma as the biggest single asker, planned training for account managers and customer service, and opened early renewal groundwork for 5 Jan 2027.

What happened: Gemma Holt opened with a win, an account manager walking into a retailer call with complaints and orders already side by side. Amara Obi then walked through usage, tickets and dashboards.

Customer view: Gemma wants customer service on properly and describes the account as quiet, in a good way. Two high priority tickets were fine and nobody has reported stale data.

Commercial: Customer service fits within the 60 licensed users, so no spend is needed. Renewal is on 5 Jan 2027 and Gemma will keep a list of wins.

Watch: Gemma is the biggest single asker, which Amara called a risk. The person who signs things off is not on this call.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Usage growth, customer service rollout
Importance
renewal
Sentiment
positive
Voice
champion
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Amara Obi to send training session dates this week, account managers first and then customer service.
  • Gemma to name the system customer service live in and test the complaints by site question.
  • Amara to send September QBR options with the person who signs off on the invite.
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Risks

Current to 9 Oct 26
  • Gemma Holt is the single biggest asker, so a large share of usage depends on one person.
  • The person who signs things off is not yet in the conversation ahead of the renewal on 5 Jan 2027.
  • A couple of Gemma's team still do not know who to contact at BB-Demo.
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Opportunities

Current to 9 Oct 26
  • Customer service can be brought on within the 60 licensed users on Growth at no extra cost.
  • A further connector may be wanted for a system customer service use all day.
  • Operations asked whether complaints can be tied to production sites, which could widen use.
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Transcript

  1. Amara Obi
    Amara Obi None
    Hi Gemma, good afternoon. Can you hear me alright?
  2. Gemma Holt
    Gemma Holt None
    Hiya, yes, loud and clear. Sorry, my headphones were having a moment. Right, that's better.
  3. Amara Obi
    Amara Obi None
    No problem at all. How's the week treating you? Is it as warm in Leicester as it is down here?
  4. Gemma Holt
    Gemma Holt None
    Oh, don't. The site's like an oven and the chillers are working overtime. But it's been a good week, actually. Can I start with a win?
  5. Amara Obi
    Amara Obi None
    Please do. I love a win.
  6. Gemma Holt
    Gemma Holt None
    So one of the account managers had a retailer call first thing on Monday, and normally she'd spend the Friday before pulling complaints out of one place and orders out of another. This time she just asked the brain, got the service-level complaints next to the order history, and walked in with it all done. The retailer hadn't even raised it yet.
  7. Amara Obi
    Amara Obi None
    That's exactly the use case. Answers before the retailer asks. Okay, so here's what the numbers say, and I think they back you up. Shall I walk you through usage for a few minutes, and then we talk about what good looks like for the rest of the year?
  8. Gemma Holt
    Gemma Holt None
    Yes, go for it.
  9. Amara Obi
    Amara Obi None
    Let me share my screen. Bear with me, it's being shy.
  10. Gemma Holt
    Gemma Holt None
    Take your time.
  11. Amara Obi
    Amara Obi None
    There we go. Can you see the usage chart?
  12. Gemma Holt
    Gemma Holt None
    Yes, I can see it. Nice and green.
  13. Amara Obi
    Amara Obi None
    So, active users first. Your average over the last thirty days is up by well over half compared with the previous quarter. You've got 60 licensed users, and you're still using a fraction of that in a typical month, so there's lots of headroom. The questions being asked are mostly coming from the account managers, which is what we'd expect, but I'd like to see it spread a bit more.
  14. Gemma Holt
    Gemma Holt None
    Yeah, that's fair. It's still mostly my lot. Commercial insights and the account managers. Customer service have dipped in and out but they're not in it daily.
  15. Amara Obi
    Amara Obi None
    Right, and that's the bit I wanted to ask about. Who else should have access? Is customer service still the obvious next group?
  16. Gemma Holt
    Gemma Holt None
    Definitely. I've said it since the rollout: can we get customer service on properly? They're the ones who take the complaint calls, and half the time they don't know what the account manager already knows. If they could see the same view, we'd stop doing that dance where I forward them screenshots.
  17. Amara Obi
    Amara Obi None
    Screenshots, yes, I know that dance. Okay. So the good news is you don't need to buy anything to do that. You're licensed for 60 users and you're well under it. It's more about getting them set up and showing them the questions that matter to them.
  18. Gemma Holt
    Gemma Holt None
    Oh, brilliant. I'd assumed it'd be a cost. What would it cost to add them, though, if we went over? Just so I know.
  19. Amara Obi
    Amara Obi None
    Not a worry at the moment, honestly. If you ever got near the limit I'd come back to you with options, but you're nowhere near. Let's not borrow trouble.
  20. Gemma Holt
    Gemma Holt None
    Fine by me. I'd still need to take anything that costs money to the person who signs things off, so it's good to hear it doesn't.
  21. Amara Obi
    Amara Obi None
    Understood. Okay, tickets. You've had two in the last month, and both were flagged high priority. Both were picked up and closed, but I want to check it felt okay from your side, because two high priority out of a small number of tickets stands out.
  22. Gemma Holt
    Gemma Holt None
    Yeah, they were fine. Both were a bit urgent for us because they landed just before a retailer review, so we marked them high. Support got back quickly. I've got no complaints.
  23. Amara Obi
    Amara Obi None
    Good. That's what I wanted to hear. And the nightly refresh, any mornings where the numbers looked stale when your team logged on?
  24. Gemma Holt
    Gemma Holt None
    Not that anyone's told me. Mm. Actually, hang on, I'd have heard. The account managers are very vocal. If it was stale at eight in the morning I'd have had a message.
  25. Amara Obi
    Amara Obi None
    Ha, right. That's reassuring. The refresh is meant to be done by seven, so if they're up at eight it should be fresh.
  26. Gemma Holt
    Gemma Holt None
    Then we're fine. Honestly, it's been quiet. In a good way.
  27. Amara Obi
    Amara Obi None
    Lovely. Next thing: the dashboards. Growth includes the dashboards builder and I can see some have been built. Are those yours, or is someone else building?
  28. Gemma Holt
    Gemma Holt None
    Mostly mine, and one that one of the account managers put together for her retailer. I keep meaning to show a couple more of them how, but it's finding the time.
  29. Amara Obi
    Amara Obi None
    Could we do a short session? Half an hour, maybe, with three or four of them, building their own view. I can run it. It tends to stick better when people build something with their own retailer in front of them.
  30. Gemma Holt
    Gemma Holt None
    Yes, I'd like that. Could we do it with customer service in the same session? Kill two birds.
  31. Amara Obi
    Amara Obi None
    Don't see why not. Let me suggest a different shape though: account managers first, because they'll be quick, then customer service on their own so they're not rushed. Does that sound okay?
  32. Gemma Holt
    Gemma Holt None
    Sounds right. Customer service are a different pace. The lead will want to ask a lot of questions, and she should.
  33. Amara Obi
    Amara Obi None
    Good. I'll put a few dates together and send them across this week. Who else should I copy in?
  34. Gemma Holt
    Gemma Holt None
    Just me for now, and I'll forward it on. Well, actually, put the customer service lead on it too, I'll give you the email after the call.
  35. Amara Obi
    Amara Obi None
    Perfect. Okay. Let me think about the bigger picture. We're coming up to the middle of the year. Your renewal's on 5 Jan 2027, and the contract runs to 4 Jan 2027. That feels a long way off, but I like to start the conversation early so nothing's a surprise.
  36. Gemma Holt
    Gemma Holt None
    Yeah, that makes sense. What do you need from me?
  37. Amara Obi
    Amara Obi None
    Not much yet. Mostly I want to be able to say, at that conversation, what the brain's been worth to you in your own words. So, between now and then, if there's a moment like Monday's retailer call, tell me. I'll write them down.
  38. Gemma Holt
    Gemma Holt None
    Oh, I've got loads of those. I'll start a list. Can I just send you messages when they happen?
  39. Amara Obi
    Amara Obi None
    Please. Even a one-liner. That's perfect.
  40. Gemma Holt
    Gemma Holt None
    Actually, there's another one, while I think of it. Operations asked me last week whether the brain could show them which retailer complaints connect back to which production site. We've got two sites, and they're always arguing about whose fault it is. I said I'd ask. Is that something it does, or is that a stretch?
  41. Amara Obi
    Amara Obi None
    Interesting. It depends on whether the site is recorded against the order in the systems you've connected. If it is, then yes, you can ask it. If it isn't, then that's a data question rather than a brain question. Can you try asking it and tell me what comes back?
  42. Gemma Holt
    Gemma Holt None
    Oh. Yeah, I'll have a go this afternoon. If it comes back blank I'll shout.
  43. Amara Obi
    Amara Obi None
    Shout away. And if it's blank, send me the question you asked and I'll have a look with someone on our side.
  44. Gemma Holt
    Gemma Holt None
    Deal.
  45. Amara Obi
    Amara Obi None
    Okay, one more thing from the numbers, and I'd rather say it than skip it. You're the single biggest asker by a distance. Of the questions in the last month, a big share are yours.
  46. Gemma Holt
    Gemma Holt None
    Ha. Guilty. Is that bad?
  47. Amara Obi
    Amara Obi None
    It's not bad, it's a risk. If you're away for two weeks, or you move on one day, a big chunk of the usage goes with you. I'd like it to be less about you and more about the team. The training session helps with that.
  48. Gemma Holt
    Gemma Holt None
    Move on? I'm not going anywhere. But no, point taken. Honestly, when I'm on leave nobody asks anything. They message me and I do it from the beach.
  49. Amara Obi
    Amara Obi None
    Ha, please don't do it from the beach. That's the aim, then: a few account managers asking for themselves, so you can actually switch off.
  50. Gemma Holt
    Gemma Holt None
    Right. And I'll nudge them. I'll tell them it's quicker than messaging me.
  51. Amara Obi
    Amara Obi None
    Perfect. Okay, QBR. Growth gets a quarterly one and I want to get the next one in the diary. Do you want it before the summer break or into September?
  52. Gemma Holt
    Gemma Holt None
    September. Half the team are off the next few weeks and the retailer reviews pile up after. Late September works better for me.
  53. Amara Obi
    Amara Obi None
    September it is. I'll send a few options. Who from your side should be in the room? You, obviously. Anyone who'd speak about value?
  54. Gemma Holt
    Gemma Holt None
    Me, the person who signs things off, and probably the customer service lead if she's up and running by then.
  55. Amara Obi
    Amara Obi None
    Great, that's the right room. I'd like the person who signs off to hear the numbers, not only you. Then renewal doesn't come out of nowhere.
  56. Gemma Holt
    Gemma Holt None
    Totally. They like a chart, so bring the charts.
  57. Amara Obi
    Amara Obi None
    Charts are my love language.
  58. Gemma Holt
    Gemma Holt None
    Ha. Right, can I ask about connectors? Someone said we might be able to link another system in. I don't know which one, it was a throwaway line.
  59. Amara Obi
    Amara Obi None
    Mm. Throwaway lines are worth chasing. Let's check what you've got configured against the allowance on Growth, and if there's a system your teams keep flipping into, that's the candidate. Find out which one and tell me, and I'll check it's one we can connect.
  60. Gemma Holt
    Gemma Holt None
    Will do. I think it's something the customer service lot use all day.
  61. Amara Obi
    Amara Obi None
    Then it might be exactly the thing. Right, let me recap, because there's a lot here and I want to get it right.
  62. Amara Obi
    Amara Obi None
    So: I'll send dates for the training session, account managers first and then customer service, and I'll copy the customer service lead once you've sent me her email. You'll try that complaints by site question this afternoon and tell me if it comes back blank. You'll find out which system the customer service team lives in. And I'll get the September QBR options over to you, with the person who signs off on the invite.
  63. Gemma Holt
    Gemma Holt None
    That's it. Oh, and the list of wins. I'll start the list.
  64. Amara Obi
    Amara Obi None
    And the list of wins. Brilliant.
  65. Gemma Holt
    Gemma Holt None
    Can I flag something that's a bit awkward?
  66. Amara Obi
    Amara Obi None
    Of course. Go on.
  67. Gemma Holt
    Gemma Holt None
    The first few months, the rollout, there was a lot of back and forth with different people at BB-Demo. I wasn't sure who to ask. It's better now, with you, but a couple of my team still don't know who to go to.
  68. Amara Obi
    Amara Obi None
    That's fair, and thank you for saying it. I'm your point of contact for anything about the account. Your account owner is Lewis, and if you ever want to talk about the commercial side, he's the one. For how-to or anything in the product, it's me first.
  69. Gemma Holt
    Gemma Holt None
    Okay, that's really clear. Could you put that in an email I can forward to the team?
  70. Amara Obi
    Amara Obi None
    Yes, I'll write something short with the support channel and my details and you can forward it.
  71. Gemma Holt
    Gemma Holt None
    Brilliant. That'd save me repeating it.
  72. Amara Obi
    Amara Obi None
    While I've got you, anything you'd change about how the brain answers? Anything it gets wrong or that annoys the account managers?
  73. Gemma Holt
    Gemma Holt None
    Mm. They say sometimes it's a bit long-winded. They want the number first and the explanation after. Other than that, they love it. One of them said it's like having a very patient analyst.
  74. Amara Obi
    Amara Obi None
    That's useful. Number first, explanation after. I'll pass that on to the product team as feedback, and in the meantime, they can say 'just the number' in the question.
  75. Gemma Holt
    Gemma Holt None
    Oh, I'll tell them. They'll be thrilled.
  76. Amara Obi
    Amara Obi None
    Anything else? Otherwise I'll let you go and enjoy the sunshine.
  77. Gemma Holt
    Gemma Holt None
    No, that's it. Oh, actually, quick one, did you get the email I sent about the new starter in commercial?
  78. Amara Obi
    Amara Obi None
    I did, thank you. Sorry, I should've said. I'll add them to the training session, so there'll be one more in the first group.
  79. Gemma Holt
    Gemma Holt None
    Lovely. Then I think we're done.
  80. Amara Obi
    Amara Obi None
    Brilliant. I'll get those emails out today. Thanks, Gemma. Speak soon.
  81. Gemma Holt
    Gemma Holt None
    Cheers, Amara. Bye.
  82. Amara Obi
    Amara Obi None
    Enjoy the rest of the week, and stay cool.
  83. Gemma Holt
    Gemma Holt None
    Ha, I'll try. Bye, Amara.
  84. Amara Obi
    Amara Obi None
    Bye, Gemma.
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