Amara Obi

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Harrowden Foods: documents logo Harrowden Foods: documents · 2026-08-05 11:00

Customer service is now using the brain on its own and active users are up. Gemma Holt is still the biggest asker but her share is falling. The helpdesk connector answer is owed, and the 5 Jan 2027 renewal was raised gently.

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What was said

What this says

Current to 11 Oct 26

Customer service is now using the brain on its own and active users are up. Gemma Holt is still the biggest asker but her share is falling. The helpdesk connector answer is owed, and the 5 Jan 2027 renewal was raised gently.

What happened: Gemma Holt opened with a win, the customer service lead using the brain unaided to call a retailer back within the hour. Amara Obi covered usage, tickets, dashboards and the QBR.

Customer view: Gemma wants to carry on and says the account managers would riot if it were taken away. Tickets were fine and she wants a straight answer on the helpdesk connector.

Commercial: Amara mentioned £58k a year and the renewal on 5 Jan 2027. Asked about price, she promised terms in writing with Lewis, the account owner.

Watch: The complaints by site question fails because complaints do not carry the site. The evidence does not show whether the late September QBR took place.

AI · claude-sonnet-5-5 · 11 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Adoption, helpdesk connector, renewal groundwork
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 confirm the helpdesk connector against the Growth allowance in writing before Gemma goes on leave.
  • Gemma to confirm the late September QBR with the person who signs off in the room.
  • Gemma to send her list of wins to Amara before the QBR.
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Risks

Current to 9 Oct 26
  • Gemma Holt is still the biggest single asker, though her share is coming down.
  • Gemma asked about price and received no terms, so the renewal conversation is still open.
  • Complaints do not record the production site, so the operations question cannot yet be answered.
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Opportunities

Current to 9 Oct 26
  • Connecting the helpdesk customer service use all day could deepen adoption, subject to the Growth connector allowance.
  • Customer service is now using the brain unaided, with more of the team watching to see if it is worth their time.
  • Gemma's list of wins can anchor the value case at the QBR.
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Transcript

  1. Gemma Holt
    Gemma Holt None
    Morning, Amara! Can you hear me okay?
  2. Amara Obi
    Amara Obi None
    Morning, Gemma. Yes, loud and clear. Can you see me? My camera froze on me twice earlier.
  3. Gemma Holt
    Gemma Holt None
    I can see you. It's me whose wifi is rubbish, so if I vanish, I'm still here, honest.
  4. Amara Obi
    Amara Obi None
    Noted. How's the week? Is it quieter with the holidays?
  5. Gemma Holt
    Gemma Holt None
    Half the office is off, which is lovely, but the retailer reviews don't stop. Can I open with a win? I've got a good one.
  6. Amara Obi
    Amara Obi None
    You always do. Go on.
  7. Gemma Holt
    Gemma Holt None
    So the customer service lead had a complaint come in from a retailer, and for once she didn't have to ring me. She pulled up the account in the brain, saw the order history and the earlier complaints on the same screen, and rang the retailer back within the hour with the full picture. The account manager only found out afterwards. She loved that.
  8. Amara Obi
    Amara Obi None
    That's brilliant. And that's customer service using it on their own, which is what we talked about last time. How many of them are on now?
  9. Gemma Holt
    Gemma Holt None
    A handful. The lead and a couple of the others, and the rest are watching to see if it's worth their time.
  10. Amara Obi
    Amara Obi None
    Good. That's the way it usually goes. One person proves it, then the rest follow. Okay, here's what the numbers say. Do you want me to share the screen?
  11. Gemma Holt
    Gemma Holt None
    Yes please, I'll be able to follow better.
  12. Amara Obi
    Amara Obi None
    Okay. Give me a second, it's being slow.
  13. Gemma Holt
    Gemma Holt None
    No rush.
  14. Amara Obi
    Amara Obi None
    There we go. So, active users over the last thirty days are up by almost half on the previous quarter. We're at about sixteen active in a typical month, against 60 licensed. So the line's going the right way and it's been climbing steadily.
  15. Gemma Holt
    Gemma Holt None
    Nice. Is that mostly customer service, or still account managers?
  16. Amara Obi
    Amara Obi None
    Both. The account managers are still the bulk, but customer service is a visible chunk now, which wasn't the case when we started the year. And the spread of who's asking is wider than last time, which is the bit I care about.
  17. Gemma Holt
    Gemma Holt None
    Oh good. I've been nagging them. I told them it's quicker than messaging me.
  18. Amara Obi
    Amara Obi None
    It's working. You're still the biggest single asker, but the share's coming down. Slowly.
  19. Gemma Holt
    Gemma Holt None
    Slowly. Fine. I'll take slowly.
  20. Amara Obi
    Amara Obi None
    So, same question I ask every time, because I like to know what I'm aiming at. What does good look like for you by the end of this quarter?
  21. Gemma Holt
    Gemma Holt None
    Ooh. Okay. Every account manager asking their own questions before a retailer review, not messaging me. Customer service on properly. And fewer screenshots. I want to never send a screenshot again.
  22. Amara Obi
    Amara Obi None
    I'm writing that down. Never send a screenshot again. That's a good target.
  23. Gemma Holt
    Gemma Holt None
    It's very ambitious. Ha.
  24. Amara Obi
    Amara Obi None
    Right. Tickets. Two in the last month, both flagged high priority again. Same question as before: how did they feel from your end?
  25. Gemma Holt
    Gemma Holt None
    Honestly, fine. They're the sort of thing where I get nervous because a retailer is waiting. So I flag them high. They've been looked at and sorted. I'd tell you if not.
  26. Amara Obi
    Amara Obi None
    You would, I know. I looked at the timings rather than the wording on the tickets, and nothing worried me.
  27. Gemma Holt
    Gemma Holt None
    Good. Does it count against us, flagging them high?
  28. Amara Obi
    Amara Obi None
    No, not at all. High priority just tells us it matters. It's better you flag it than sit on it.
  29. Gemma Holt
    Gemma Holt None
    Phew. Right.
  30. Amara Obi
    Amara Obi None
    Can I ask about the thing you were going to check, the complaints by production site question? Did you get anywhere?
  31. Gemma Holt
    Gemma Holt None
    I did. It gave me part of an answer. The orders have the site on them but the complaints don't, so it can't join them up the way operations wanted. So you were right, it's a data question, not a brain question. I told them.
  32. Amara Obi
    Amara Obi None
    Okay, good, at least that's clear. And that's useful to know. If your team started recording the site against a complaint at source, the brain would pick it up after the next nightly refresh.
  33. Gemma Holt
    Gemma Holt None
    Right. I'll take that to the customer service lead. Might be one extra field on the form. Easy enough.
  34. Amara Obi
    Amara Obi None
    I'd want to check it with someone on our side first, but in principle it should just flow through once it's recorded.
  35. Gemma Holt
    Gemma Holt None
    Right, the other thing. The system I mentioned, the one customer service live in all day. It's the helpdesk they work their cases in. Can we connect that?
  36. Amara Obi
    Amara Obi None
    Let me check. I need to look at what's configured against your allowance on Growth and whether that one's already in there. Bear with me a second.
  37. Amara Obi
    Amara Obi None
    Okay, I can see the connectors list, but I don't want to guess from a screen share. I'll confirm properly this afternoon and put it in writing. Is that alright?
  38. Gemma Holt
    Gemma Holt None
    Please. I'd rather you were sure than quick.
  39. Amara Obi
    Amara Obi None
    Absolutely. I'll tell you what it would take, and if it involves cost I'll say so, and that's a conversation with Lewis, your account owner. Then you can take it to whoever signs things off.
  40. Gemma Holt
    Gemma Holt None
    Perfect. Honestly I'd just like to know if it's a no. Then I can stop asking.
  41. Amara Obi
    Amara Obi None
    Fair. You'll get a straight answer.
  42. Amara Obi
    Amara Obi None
    One more thing before dashboards. Customer service: did the group session happen, or is that still to come?
  43. Gemma Holt
    Gemma Holt None
    We did the account managers, and customer service is booked for next week, but I'm away, so the lead is taking it. I told her to bring her own awkward cases.
  44. Amara Obi
    Amara Obi None
    Perfect, the awkward cases are what make it stick. I'll run it, so just send me the date.
  45. Gemma Holt
    Gemma Holt None
    I'll ask her to send it. She's got a diary like a game of Tetris.
  46. Amara Obi
    Amara Obi None
    Ha. Aren't they all.
  47. Amara Obi
    Amara Obi None
    Right, dashboards. I can see a few more have been built since last time. Is that you, or are the account managers building their own now?
  48. Gemma Holt
    Gemma Holt None
    Bit of both. Two of the account managers did their own after we sat down together. One of them built it for her retailer and she's showing it to everyone. It's become a bit competitive.
  49. Amara Obi
    Amara Obi None
    I love that. Competitive is good. That's the investment I look for, people building rather than just asking.
  50. Gemma Holt
    Gemma Holt None
    Is there a limit on dashboards? Just so I know before everyone goes mad.
  51. Amara Obi
    Amara Obi None
    Nothing I'd worry about. Let them build, and if we ever hit something I'll tell you straight away.
  52. Gemma Holt
    Gemma Holt None
    Brilliant.
  53. Amara Obi
    Amara Obi None
    Quick update on the thing you said last time, about answers being long-winded. I passed it to our product team. Nothing back yet, but it's logged.
  54. Gemma Holt
    Gemma Holt None
    Oh, thanks. They've started saying just the number in the question, and it works. So, no rush.
  55. Amara Obi
    Amara Obi None
    Ha, good. Crude, but it works.
  56. Amara Obi
    Amara Obi None
    Okay, QBR. Let's get it in the diary. I sent you some options in the second half of September. Did they reach you?
  57. Gemma Holt
    Gemma Holt None
    They did, and I haven't replied, sorry. Late September's fine. I'll confirm today.
  58. Amara Obi
    Amara Obi None
    No problem. And the person who signs things off will be there?
  59. Gemma Holt
    Gemma Holt None
    Yes. I've told them to keep it free, and that there'll be charts.
  60. Amara Obi
    Amara Obi None
    Good. I'll bring usage, the questions asked and who's asking, and a view of what the brain's been worth, built from your wins. Have you kept the list going?
  61. Gemma Holt
    Gemma Holt None
    I have. It's longer than I thought. I'll send it across before the QBR. Some of them are a bit embarrassing, like the time I found a mistake in a retailer's own figures.
  62. Amara Obi
    Amara Obi None
    Ha, those are the best ones.
  63. Amara Obi
    Amara Obi None
    And, since we're talking ahead, your renewal's on 5 Jan 2027. It feels far off, but I'd rather bring it up at the QBR than have it surprise anyone. You're on £58k a year at the moment, and I'll keep Lewis in the loop on the commercial side.
  64. Gemma Holt
    Gemma Holt None
    Okay. That's fine. I mean, I'd like to carry on, obviously. The account managers would riot if you took it away.
  65. Amara Obi
    Amara Obi None
    Good to hear, though I'll still want to show the value properly. That's my job.
  66. Gemma Holt
    Gemma Holt None
    Fair. Is there anything coming that I should know about? Price, things like that?
  67. Amara Obi
    Amara Obi None
    Nothing I'd want to guess at on a call. When we get closer I'll set out the renewal terms in writing, with Lewis, so you've got it in front of you rather than relying on my memory.
  68. Gemma Holt
    Gemma Holt None
    Right, that's fair. I'd rather it was in writing anyway.
  69. Gemma Holt
    Gemma Holt None
    Oh, and I'm off next week, so if you need anything from me, it's this week or the one after.
  70. Amara Obi
    Amara Obi None
    Then I'll get the connector answer to you before you go, so it's not sat waiting. Who covers for you while you're away?
  71. Gemma Holt
    Gemma Holt None
    The customer service lead, for anything urgent. And one of the account managers for the insights stuff. They know how to ask it now.
  72. Amara Obi
    Amara Obi None
    That's the best news I've had today. Someone other than you who can ask the brain. Let's put that in the QBR.
  73. Gemma Holt
    Gemma Holt None
    Ha. Told you I'm not the only one.
  74. Amara Obi
    Amara Obi None
    Where are you off to, anywhere nice?
  75. Gemma Holt
    Gemma Holt None
    Just a few days at my mum's, and a lot of sleeping. You? Any plans for the summer?
  76. Amara Obi
    Amara Obi None
    A week by the sea, if the weather behaves.
  77. Gemma Holt
    Gemma Holt None
    Lovely. Fingers crossed.
  78. Amara Obi
    Amara Obi None
    Right, let me recap so we both leave knowing who's doing what. I'll check the helpdesk connector against your allowance and write back before you go. I'll send you the training date once the customer service lead gives it to you. You'll talk to her about recording the site against a complaint. You'll confirm the late September QBR today, with the person who signs off in the room. And you'll send me the list of wins before then.
  79. Gemma Holt
    Gemma Holt None
    Yes. And the list. And confirming the QBR date today.
  80. Amara Obi
    Amara Obi None
    Perfect. Anything else from your side?
  81. Gemma Holt
    Gemma Holt None
    I don't think so. Oh, wait. Could you send the usage chart afterwards? The one on the screen. I'd like to show the person who signs off before the QBR, just to warm them up.
  82. Amara Obi
    Amara Obi None
    Of course. I'll paste it into the email with the connector answer.
  83. Gemma Holt
    Gemma Holt None
    Lovely. You're a star.
  84. Amara Obi
    Amara Obi None
    Not at all. Let's keep the momentum: customer service on, account managers asking, no more screenshots.
  85. Gemma Holt
    Gemma Holt None
    Ha! Right. Enjoy the rest of your day.
  86. Amara Obi
    Amara Obi None
    You too. Speak soon, Gemma.
  87. Gemma Holt
    Gemma Holt None
    Cheers, bye.
  88. Amara Obi
    Amara Obi None
    Bye!
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