Harrowden Foods / BB-Demo – Qbr
Callcompleted
Harrowden Foods: documents · 2026-09-01 14:30
At the 1 Sep 2026 QBR, active users were under ten of sixty licensed, and Gemma Holt was asking most questions. Rajesh Mistry said he does not pay for shelfware and wants the contract looked at if usage stays low.
What was said
What this says
Current to 11 Oct 26At the 1 Sep 2026 QBR, active users were under ten of sixty licensed, and Gemma Holt was asking most questions. Rajesh Mistry said he does not pay for shelfware and wants the contract looked at if usage stays low.
What happened: Amara Obi showed that active users were under ten against sixty licensed, about a quarter lower than the quarter before. Questions asked fell in step, and no tickets were raised in the last thirty days.
Customer view: Rajesh Mistry, Supply Chain Director, read the missing tickets as silence, not satisfaction. He said he will want the contract looked at if usage stays under ten.
Commercial: The contract is £58,000 plus VAT, invoiced and paid on time. The term ends on 4 Jan 2027 and the renewal date is 5 Jan 2027, and Lewis Kerr advised against pushing seats.
Watch: A very large share of questions came from Gemma, a key-person risk. Rajesh asked for a usage note in about three weeks.
Themes
Current to 9 Oct 26Theme
Low usage, renewal risk
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Amara Obi sends the named user list with last login by the end of the week.
- Gemma Holt provides customer service training dates and the account managers who have drifted by Friday.
- Amara sends a short usage note to Rajesh in about three weeks, and Lewis Kerr sends a one-page summary of order form terms.
Risks
Current to 9 Oct 26- Active users are under ten of sixty licensed on Growth, and Rajesh will want the contract looked at at renewal.
- A very large share of questions comes from Gemma, so the brain goes quiet if she is away.
- Customer service went back to the old spreadsheet after getting logins.
Opportunities
Current to 9 Oct 26- Planners are not licensed and could be a later expansion once existing licences are filled.
- A named user list and customer service training could turn dormant licences into real use.
Transcript
Amara Obi NoneHello, hello. Can you hear me alright? I can see Gemma, no Rajesh yet.
Gemma Holt NoneI can hear you fine, Amara. Rajesh is just finishing something with the planners, he said five minutes. Sorry, it's been one of those afternoons.- Amara Obi NoneNo problem at all. Lewis is on his way as well, I think he's finishing another call. How's the week been? Still roasting over in Leicester?
- Gemma Holt NoneCooler, thank goodness. The ovens were bad enough last week without the weather on top. Both sites have been flat out, it's the back-to-school ready meal push, so everyone's a bit frazzled.
Lewis Kerr NoneAfternoon, both. Sorry, late join, my previous call overran. Is Rajesh here?- Gemma Holt NoneNot yet. I'll drop him a message.
- Amara Obi NoneWhile we wait, I'll say what I'd like out of today, and Lewis, jump in. For me it's simple: what does good look like for you over the next quarter, and are we getting you there? I've got the usage charts ready, and I'll be straight with you, they're not the prettiest I've shown you.
- Gemma Holt NoneYeah. I had a feeling. I looked at the dashboard myself last week and it felt quiet.
- Amara Obi NoneMm. Let's wait for Rajesh before I go into it, he'll want the figures first, won't he?
- Gemma Holt NoneHe always wants the figures first. It's the first thing he says on any call. Oh, here he is.
Rajesh Mistry NoneSorry, everyone. Planning meeting ran over. Good afternoon. Amara, could I have the usage figures, please? Before anything else.- Amara Obi NoneOf course, Rajesh. I'll share my screen. Can you see the chart? Right. You're licensed for sixty users on Growth. Over the last thirty days, the average number of people actually active in the brain is under ten. That's roughly a quarter lower than the quarter before. Questions asked are down in step with that.
- Rajesh Mistry NoneUnder ten. Out of sixty.
- Amara Obi NoneUnder ten, yes. And I want to be careful, because August is always a thin month and I'll come back to that, but I'm not going to wave it away. A drop that size at a QBR gets said out loud.
- Rajesh Mistry NoneGood. I prefer it said out loud. So what's the cost per head at the moment, on the people who are actually using it? Fifty-eight thousand a year, divided by under ten.
- Lewis Kerr NoneTo put a number on it, Rajesh, the contract is fifty-eight thousand pounds a year, £58,000 plus VAT, for the sixty users and the connectors in the order form. Invoiced and paid on time, nothing outstanding on our side. But I take your point, the per-head figure on active users is a fair way to look at it, and I'm not going to argue with the arithmetic.
- Rajesh Mistry NoneI'm not arguing either. I signed the add-on in June because Gemma told me the account managers were queueing up for it. So I'd like to understand what changed.
- Gemma Holt NoneThat's fair, and I'll own some of it. I don't want to hide anything. A few things. Half the account managers were off at some point in August, which you'd expect. Then we reshuffled who looks after which supermarket, so a couple of people who were using it daily moved to accounts where they didn't have the same views set up.
- Gemma Holt NoneAnd honestly, customer service. We said they'd come on properly after the add-on and they haven't, not really. Kelly's team got logins, a couple of them had a go, and then the weekly complaints review went back to the old spreadsheet because it's what everyone's used to. That's on me. I should have chased it.
- Rajesh Mistry NoneSo licences allocated to people who don't log in.
- Gemma Holt NoneSome, yes. I think a good chunk.
- Amara Obi NoneCan I add the other half of the picture, because it matters? I'll flick to the next chart. Of the questions asked in the brain over the last quarter, a very large share came from one person. Gemma, that's you.
- Gemma Holt NoneHa. Yeah. I wondered.
- Amara Obi NoneIt's brilliant that you use it, but it's a key-person risk, and I'd say that to you whoever it was. If you're off for a fortnight, the brain goes very quiet for Harrowden. And the account managers who do use it are using it for the retailer review prep, which is exactly what you bought it for, they're just not doing it often enough or in enough numbers.
- Rajesh Mistry NoneRight. And tickets? Has anything been broken? If it's been broken, that's a different conversation.
- Amara Obi NoneNothing, and that's the other thing I wanted to flag. No tickets in the last thirty days. None high priority, none at all. Normally I'd call that good news. With usage down, I read it differently. People aren't hitting problems because they're not hitting it much.
- Rajesh Mistry NoneSilence, not satisfaction.
- Amara Obi NoneThat's my worry, yes. Not that I think you're unhappy, I don't. Gemma's been very open. But I'd rather say it now than in December.
- Lewis Kerr NoneCan I come in on December, because it's relevant? The term ends on 4 Jan 2027 and the renewal date is 5 Jan 2027. I'm not here to talk about the renewal today, and I'm certainly not here to sell you anything. Honestly, with these numbers, I wouldn't push an upgrade or more seats. It wouldn't be right. What I'd want is for you to reach the renewal with a clear view of what the brain is worth to you, either way.
- Rajesh Mistry NoneI appreciate that. Let me be clear, because I don't want anyone leaving this call thinking it's a given. I don't pay for shelfware. If we're at under ten people for most of the year, I'll want the contract looked at. I'm not threatening anything, it's how I treat every system on my budget.
- Lewis Kerr NoneUnderstood, and that's reasonable. I'll say plainly that the order form is the order form, I can't change the user number mid-term from here. But the renewal is where we'd look at it, and I'd rather we spent the next few months making that conversation easy.
- Rajesh Mistry NoneThen show me it's used. Between now and then. That's all I ask.
- Amara Obi NoneRight, then let's make that concrete. Three things, and tell me if they're wrong. One, I pull a named list of everyone with a licence, with last login, so we can see exactly who's dormant. Two, a short training session for customer service, built around the complaints review they already do, so the brain replaces the spreadsheet rather than sitting beside it. Three, we spread the questions around, so it's not just Gemma.
- Gemma Holt NoneCan we get customer service on properly? I mean, I keep asking that, but I'd really like Kelly in the room for the training, not just her team.
- Amara Obi NoneYes. Who else should have access that doesn't? Is there anyone on the account teams who's never been given a licence?
- Gemma Holt NoneNot on the account side. But I think the planners are the gap, Rajesh. They don't have it, and they're the ones who'd see the retailer orders against what we can actually make.
- Rajesh Mistry NoneI'm aware, Gemma. And I'm not discussing planners today. I've got sixty licences and under ten users. Fill those first. Then we'll talk about planners.
- Gemma Holt NoneFair. Fair enough. I'd have said the same.
- Amara Obi NoneThat sounds right to me too. So, who owns what? I'll send the named user list by the end of this week. Gemma, can you get me dates for the customer service session, and which account managers you think have drifted?
- Gemma Holt NoneI'll get you both by Friday. I'll ask them directly, I know who it'll be.
- Rajesh Mistry NoneAnd I'd like to see the figures again in a few weeks, not at the next QBR. A short note is fine. Active users, questions asked, who's asking them. I'll know within a minute whether it's moving.
- Amara Obi NoneDone. A short usage note in about three weeks, straight to you, Rajesh, copied to Gemma and Lewis. And let's get the next QBR in the diary now while we're all here, rather than chase it.
- Lewis Kerr NoneI'll sort the calendar invite for that, I'll send it over today. And Rajesh, if it helps for the renewal, I'll put the order form terms and the user count in one page for you, so you have them to hand. Nothing to sign, just the facts.
- Rajesh Mistry NoneThat would help. Thank you. Anything else, Amara? I'd like to get back to the planners, they're waiting.
- Amara Obi NoneJust that I appreciate the honesty, both of you. I know it's not an easy call. Here's what the numbers say, they say we have work to do, and we're going to do it.
- Gemma Holt NoneThanks, Amara. Sorry it's a quiet quarter. We'll turn it round.
- Rajesh Mistry NoneRegards, all. Speak in three weeks.
- Lewis Kerr NoneKind regards, both. Bye.
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