Harrowden Foods / BB-Demo – Qbr
Callcompleted
Harrowden Foods: documents · 2026-09-22 15:45
At the 22 Sep 2026 QBR, active users were around fourteen of sixty and no longer falling. Rajesh Mistry asked for twenty more users for planners and said he will sign if the co-termed quote matches what Lewis Kerr described.
What was said
What this says
Current to 11 Oct 26At the 22 Sep 2026 QBR, active users were around fourteen of sixty and no longer falling. Rajesh Mistry asked for twenty more users for planners and said he will sign if the co-termed quote matches what Lewis Kerr described.
What happened: Gemma Holt used the brain to prepare for a retailer review and went in with the answer worked out. Amara Obi reported active users around fourteen of sixty, level with the previous quarter, with questions spread across more people.
Customer view: Rajesh Mistry said he has seen enough to say yes in principle to twenty more users for planners. He will read the quote that night and sign if it matches.
Commercial: Two blocks of ten take the total to eighty, co-termed to the term ending 4 Jan 2027. The on-site training day is a separate option, and Rajesh wants cost per head shown.
Watch: Connector headroom for production planning data is not yet confirmed. Three tickets were raised in the last thirty days, one high priority, with response times still to be sent.
Themes
Current to 9 Oct 26Theme
Planner expansion, usage recovery
Importance
upsell
Sentiment
positive
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr sends the co-termed quote with cost per head, VAT shown and the training day as a separate option, on the day of the call.
- Amara Obi sends the ticket summary with response times, the connector headroom check and the dormant user list to Gemma Holt.
- Rajesh Mistry names the owner for planning data this week and decides once he has read the quote.
Risks
Current to 9 Oct 26- Active users are only around fourteen of sixty, so the renewal case still rests on usage.
- Connector headroom for production planning data is unconfirmed and ownership must not drift.
- Rajesh will drop the decision if planners are not in the brain within a few weeks of switching on.
Opportunities
Current to 9 Oct 26- Twenty more Growth users in two blocks of ten, taking the total to eighty.
- On-site training day for planners as a separately priced add-on.
- A retailer review win gives a reference case for wider use.
Transcript
Gemma Holt NoneHi, Amara. Is that you? I've got you on mute, no, I can hear you now.
Amara Obi NoneHi, Gemma. Yes, it's me, sorry, I was fighting with my headset. How are you? Good afternoon, by the way.- Gemma Holt NoneGood afternoon. Great, actually. I've got a win to tell you about before the others come on, can I? It's relevant.
- Amara Obi NoneGo on, I'm all ears.
- Gemma Holt NoneSo one of the supermarkets had a retailer review last week, and normally the first I hear of a service-level complaint pattern is when they raise it in the room. This time I asked the brain beforehand, put the complaints from customer service next to the orders, and there it was. A run of late deliveries on one product line, all from the same couple of weeks. I went in with the answer already worked out. The account manager was made up.
- Amara Obi NoneThat's exactly the use case. Complaints, orders and the account in one place. And customer service, they gave you the complaints side?
- Gemma Holt NoneKelly's team, yes. They've been in the brain properly since the training. They don't use it all day, but they use it for the weekly review now, and that's the main thing.
Lewis Kerr NoneAfternoon, everyone. Apologies, I'm a minute or two late. I'm told there's a win.- Gemma Holt NoneThere is. I'll tell Rajesh when he's on, he'll want to hear it with the numbers.
Rajesh Mistry NoneGood afternoon. I'm here. Amara, usage figures, please.- Amara Obi NoneAbsolutely, Rajesh, sharing now. Licensed users are sixty. Active users over the last thirty days average around fourteen, which is level with the previous quarter, so it's stopped falling, and it's up a good deal on where we were at the start of the month. Questions asked are up, and importantly they're spread across more people. It's not just Gemma any more.
- Rajesh Mistry NoneFourteen of sixty.
- Amara Obi NoneYes. I'm not pretending that's a number to be proud of on its own. But the direction is right, and the named user list we did last time showed us who was dormant, so we've been able to go after them. A few account managers were just never shown the retailer views.
- Rajesh Mistry NoneTickets?
- Amara Obi NoneThree in the last thirty days, one of them flagged high priority. I'll send you the ticket summary after the call with the response times against the Growth service level, so you can see for yourself rather than take my word. Nothing is open that's blocking anyone, as far as I can see, but I'll confirm that in writing.
- Rajesh Mistry NoneGood. Put the times in. I'd like the facts, not the reassurance.
- Amara Obi NoneOf course.
- Rajesh Mistry NoneNow. Let me say why I wanted this call prepared. I've been through the figures you sent after the last one. I've also spoken to the head planner on each site, and I've watched what Gemma did with the retailer review. I'd like my supply chain planners on the brain. Twenty more users, on top of what we have.
- Gemma Holt NoneYes. Yes. Can I say, finally. I've been asking for this for ages.
- Rajesh Mistry NoneYou have, Gemma. And last time I said fill the existing licences first. That's what I've been waiting to see, and I've seen enough to say yes in principle. I'll want the quote first, and I want to know the cost per head.
- Lewis Kerr NoneThank you, Rajesh. May I ask one thing before I put anything together? I did say on the last call I wouldn't push seats the usage doesn't support. You're at fourteen active of sixty licensed. Tell me why the planners need twenty new licences rather than using some of the existing ones. I'm asking because I'd rather get it right than sell you something you don't need.
- Rajesh Mistry NoneFair question, and I'd have asked it myself. Two reasons. First, the sixty are allocated by name. They belong to the account managers, to Gemma's team and to customer service. If I take licences off them to give to planners, I'm back where I started in the summer, with people who've just got going losing access. Second, the planners don't need it occasionally. They need to see retailer orders against production capacity every morning. That's a daily habit, and those licences would be used daily.
- Lewis Kerr NoneThat's clear. Thank you. And that's a different pattern from the dormant licences we talked about, so I'm comfortable. Amara, anything on your side?
- Amara Obi NoneJust the dormant ones. I'd still like to reassign anyone who hasn't logged in for a while, so the sixty are really worked. Rajesh, I'd like to do that regardless, it's good hygiene, and it makes the whole thing easier to defend when the renewal comes round.
- Rajesh Mistry NoneAgreed. Do it. Gemma, I'll ask you to sign off the list.
- Gemma Holt NoneWill do. There are probably a handful, I'll be ruthless.
- Lewis Kerr NoneRight, then let me put a number on it. Users are sold in blocks of ten, so twenty more is two blocks. I'll price them co-termed to your renewal, so you're not paying for a year you don't get. That's the term ending on 4 Jan 2027, with the renewal date as 5 Jan 2027. I won't quote from memory, I'll build it from the price book and the order form and send it to you today, with VAT shown separately.
- Rajesh Mistry NoneCo-term it, yes. And show it as cost per head, as well as the total. For the part-year as well as the full year, so I can see what it looks like at renewal.
- Lewis Kerr NoneWill do. Both views, part-year and the full-year equivalent. Total user count would then be eighty.
- Rajesh Mistry NoneEighty. Right. Does the connector limit change? The planners will want the production planning data, which isn't in there today.
- Amara Obi NoneGood catch. Growth has a connector limit separate from users, so I need to check where you are against it. From memory you've got headroom, but I'd rather look than guess. If production planning is a new source we also need to think who owns it on your side, so it doesn't drift like the retailer views did.
- Rajesh Mistry NoneMy head of planning will own it. I'll name someone to you this week.
- Gemma Holt NoneAnd can I just ask, what would it cost to add anything else on top? I know that's cheeky. I was thinking the on-site training day, for the planners, since they won't have seen it before.
- Lewis Kerr NoneIt's not cheeky, but let me not quote it off the top of my head, Gemma. It's an add-on on the price book. I'll include it as an option in the same document, clearly separate, so you can accept or ignore it. Rajesh, is that all right? I don't want to muddy your decision.
- Rajesh Mistry NoneSeparate line, yes. I'll decide on it separately. Training only makes sense if the planners actually turn up, and I'll make sure they do.
- Amara Obi NoneCan I suggest a gentler start, though, whatever you decide on the training day? Ten minutes with each planner team on the first morning, using their own orders. It's what worked for the account managers. People remember what they see on their own data.
- Gemma Holt NoneYes, and I'll sit in. I can show them the late deliveries thing from last week. They'll get it straight away.
- Rajesh Mistry NoneGood. Then let me be specific on how I'll judge this. I don't make decisions on calls I haven't prepared for, so I'll read the quote tonight, not now. But assuming it matches what Lewis has said, I'll sign it. What I'd want in return is usage for the planners, separately, in the note I asked for. If they're not in the brain within a few weeks of switching on, tell me and I'll deal with it.
- Amara Obi NoneDone. Planners as their own line in the usage note, by team. I'll set that up so it's ready from day one. And I'll flag anyone who hasn't logged in after the first fortnight.
- Rajesh Mistry NoneRegards. That's all I need from me. Anything left?
- Lewis Kerr NoneJust to confirm the actions so nobody's guessing. Me: the quote with the cost per head, co-termed, VAT shown, with the training day as a separate option, to you today. Amara: ticket summary with response times, the connector headroom check and the dormant user list for Gemma. Gemma: sign off the reassignments. Rajesh: name the owner for planning data, and your decision once you've read the quote.
- Amara Obi NoneThat's the lot. And let's get the next QBR in the diary before we hang up. Lewis, can you send the invite?
- Lewis Kerr NoneI'll send that today with the quote.
- Gemma Holt NoneBrilliant. Thanks, everyone. This is the call I wanted to have. The account managers love it, and the planners are going to as well.
- Rajesh Mistry NoneLet's see the numbers first, Gemma. Regards, all.
- Amara Obi NoneBest, all. Speak soon.
- Lewis Kerr NoneKind regards. Bye now.
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