Harrowden Foods / B-Brain – Check In
Callcompleted
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.
What was said
What this says
Current to 11 Oct 26Customer 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.
Themes
Current to 9 Oct 26Who was there
B-Brain
Them
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.
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.
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.