Harrowden Foods / BB-Demo – Proposal
Callcompleted
Harrowden Foods: documents · 2026-09-28 11:45
Harrowden Foods is weighing twenty extra users for supply chain planners, quoted at £8,000 in total plus VAT and co-termed to the 5 Jan 2027 renewal. Rajesh Mistry will not sign until usage proves it. Decision targeted for Friday 30 October 2026.
What was said
What this says
Current to 11 Oct 26Harrowden Foods is weighing twenty extra users for supply chain planners, quoted at £8,000 in total plus VAT and co-termed to the 5 Jan 2027 renewal. Rajesh Mistry will not sign until usage proves it. Decision targeted for Friday 30 October 2026.
What happened: Lewis Kerr presented a quote for twenty extra planner users on Growth, £8,000 in total plus VAT, co-termed to the 5 Jan 2027 renewal. Rajesh Mistry, Supply Chain Director, said the decision is not made.
Customer view: Rajesh wants allocated, active and spare seats in writing, plus names and first questions for each planner. Gemma Holt, Commercial Insights Manager, is the internal champion and believes the sixty seats are nearly full but could not confirm.
Commercial: Lewis said the add-on is unnecessary if spare seats cover the planners. Rajesh wants one renewal date and no moved goalposts, with a decision aimed at Friday 30 October 2026.
Watch: Gemma mentioned a few tickets, one marked high, and could not say whether it is closed. Rajesh cares most about service to the supermarkets, so response times against the Growth tier matter.
Themes
Current to 9 Oct 26Theme
Growth add-on users decision
Importance
upsell
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 to send allocated, active and spare seats, monthly unique users by team and the ticket summary by the Wednesday after the call.
- Gemma and Rajesh to send planner names and first questions this week.
- Lewis to send the quote with VAT and a per-user line, and confirm seat timing in writing.
Risks
Current to 9 Oct 26- Spare seats within the sixty may cover the planners, which would remove the need for the add-on.
- A ticket marked high is not confirmed closed, and Rajesh judges the deal on service to the supermarkets.
- Rajesh will say no if usage numbers do not show weekly use by the planners.
Opportunities
Current to 9 Oct 26- Twenty additional users for supply chain planners on Growth, co-termed to the 5 Jan 2027 renewal.
- Planners could later use the dashboards builder already included in Growth, once their questions are known.
Transcript
Lewis Kerr NoneMorning, Gemma, morning, Rajesh. Can you both hear me all right? The recorder's running, so apologies in advance for anything daft I say.
Gemma Holt NoneLoud and clear, Lewis. Morning! Rajesh, I think you're on mute.
Rajesh Mistry NoneMorning. Yes, sorry. I'm audio only, I'm between two things on site, so you'll have to forgive the background noise.- Lewis Kerr NoneNo problem at all. Gemma, you said in your note you had something to open with, and I never turn down a win.
- Gemma Holt NoneYes! So, the retailer review last week. One of the supermarket buyers came in with a list of service complaints, and our account manager already had the whole picture from the brain. Complaints, orders, who'd said what to whom, all of it. Didn't have to ring customer service and wait for a call back. The account managers love it, honestly. That's partly why we're on this call.
- Rajesh Mistry NoneGood example. One meeting is an anecdote, though. What I'd like first is the usage, then the quote. In that order.
- Lewis Kerr NoneThat's a fair order, Rajesh, and I'll come to it. Just so we're all on the same page about what we're here for. You'd like to add twenty users for the planners in the supply chain team, priced and co-termed to your renewal, and you'd like a decision by the end of October. Is that right?
- Rajesh Mistry NoneTwenty users, yes. Planners only. And I want to be clear it isn't decided. I haven't signed anything and I won't until I've seen it's used.
- Gemma Holt NoneWhich is fair. And you should know, Lewis, I've been saying can we get the planners on for ages, so I'm biased. But Rajesh has asked for the numbers and I think we should just show him.
- Lewis Kerr NoneGood. Let me share my screen. Bear with me, it's the usage view from your own brain. Can you see that?
- Gemma Holt NoneNot yet, I can just see the sharing bar. Oh, there it is. Yes.
- Rajesh Mistry NoneI can see it. Talk me through it, Lewis, and slowly. I'm reading while you talk.
- Lewis Kerr NoneRight. So this is the most recent quarter for Harrowden. You're on Growth, sixty licensed users. The line to look at is active users across the thirty days, and it's steady, up a touch on the quarter before. No drop-off, no spike. Underneath is questions asked, which is the measure I'd put most weight on, but I'd rather Amara walked you through that properly than have me read it off from memory. She's your CSM and she knows the account better than I do.
- Rajesh Mistry NoneSteady is fine. But steady on what? Of the sixty, how many are actually using it?
- Lewis Kerr NoneGood question, and I'll answer it straight. That active figure is an average across thirty days, so it's the people who are in on most days. Someone who dips in once a week wouldn't show in it. So the average sits well below sixty, and I'm not going to pretend otherwise. What I'd rather give you is the monthly count of unique users, by team. That's the number I'd decide on, if I were you.
- Rajesh Mistry NoneThen why would I pay for twenty more? If the sixty aren't all busy, the planners can take spare seats.
- Lewis Kerr NoneThat's exactly the check I'd make first. If there are seats in the sixty that aren't assigned to anyone, you don't need the add-on yet, and I'd rather tell you that than send you a quote. Gemma, do you know how the sixty are allocated?
- Gemma Holt NoneRoughly, yes. The account managers for each supermarket, customer service, a couple of people in finance, me. I'd say we're pretty much full on assigned seats, but I'd want to confirm, because people have moved around since we started. I don't want to say yes and then be wrong.
- Rajesh Mistry NoneI want that confirmed in writing. Allocated, active, spare. Three numbers.
- Lewis Kerr NoneUnderstood. Amara can pull that, and it should come from her rather than me. I'll ask her to send it by Wednesday, together with the monthly unique users.
- Gemma Holt NoneCan I add something? The reason I keep pushing for the planners is that supply chain hears about a service miss second hand. We tell them a day later, sometimes more. If they could ask the brain themselves they'd see orders against complaints the same morning, and they wouldn't need us in the middle.
- Rajesh Mistry NoneShow me it's used, Gemma. That's all I'm asking. If the numbers say my planners would be in there weekly, I'll sign it. If they'd be in there once a quarter, it's shelfware, and I don't pay for shelfware.
- Gemma Holt NoneFair. Then let me get you names, not a headcount. Who would actually use it, and what they'd ask it. Would that help?
- Rajesh Mistry NoneIt would. I can do that with the team this week. Names, and the three questions each of them would put to it first.
- Lewis Kerr NoneThat would help a lot, because it turns a guess into something we can check against the usage. Can I show you the quote now? It's a short one.
- Rajesh Mistry NoneGo on.
- Lewis Kerr NoneSo on screen. Growth, additional users, two packs of ten, twenty users in total. The figure on the quote is £8,000 in total, plus VAT, co-termed to your renewal on 5 Jan 2027. So you've still got one date to manage and one conversation to have, not two. I'd like to be clear that that's the total for the add-on as quoted, not a figure to annualise in your head. The document sets out exactly how it's charged.
- Rajesh Mistry NoneWhat's the cost per head?
- Lewis Kerr NoneIt'll be a line on the quote, so you don't have to divide. I don't want to give you a number off the top of my head and have it be out when you check it. I never quote from memory.
- Rajesh Mistry NoneFine. I'll divide it myself. Twenty into eight thousand, I can manage that. But I'd want the per-user line on there regardless.
- Lewis Kerr NoneIt'll be on there, plain as day.
- Gemma Holt NoneAnd how fast could they be on? Once Rajesh says yes. I don't want the planners waiting weeks.
- Lewis Kerr NoneIt's a licence change, not a project, so it should be quick. But I'll confirm the timing in writing rather than guess on a call. There's no new connector involved, so the planners would be looking at the same sources as the account managers.
- Rajesh Mistry NoneSame sources. So they'd see the same complaints and orders data and nothing else?
- Lewis Kerr NoneOn this quote, yes. If the planners need something your account managers don't, say a new system connected, that's a different conversation and a different price. I'd keep it separate so it doesn't muddy this decision.
- Gemma Holt NoneWhich is fine. What would it cost to add a dashboard for the planners, though? Growth has the dashboards builder, doesn't it?
- Lewis Kerr NoneIt does, and it's already in your tier, so there's no extra cost for the tool itself. Whether the planners want a view they'd use is what your names list will tell us. I'd start with questions and add dashboards once you see what they keep asking.
- Rajesh Mistry NoneAgreed. Start small. Now the renewal. I don't want to sign this and then find the renewal conversation has moved the goalposts.
- Lewis Kerr NoneUnderstood. The renewal conversation is Amara's, and she'll start it about ninety days out, as you'd expect. The add-on doesn't change that. It just rolls into it, so you'd be looking at one account with eighty users on it, not sixty plus a loose end.
- Rajesh Mistry NoneCo-term it. One date. That's what I want.
- Lewis Kerr NoneThat's what the quote does. Contract end stays exactly where it is.
- Gemma Holt NoneOne more thing, Rajesh, since you keep saying service. We've had a few tickets lately, and one was marked high. Amara was in touch with us about it. I'm mentioning it because I don't want you to hear it from someone else.
- Rajesh Mistry NoneThank you. Is it closed?
- Gemma Holt NoneI believe so, but I'd check with Amara. I don't want to say it is and then be wrong.
- Lewis Kerr NoneI'll make sure the tickets and the response times are in the pack too, so you've got service as well as usage in one place. You should see it against your tier, not just my word for it.
- Rajesh Mistry NoneGood. That's honestly what I care about. Service to the supermarkets, and whether this helps me protect it. The tool is secondary.
- Gemma Holt NoneAnd it does help, Rajesh. That's what the retailer review showed. We had the answer before the retailer asked the question, which is the whole point.
- Rajesh Mistry NoneI believe you. I just want it in numbers. You know me.
- Gemma Holt NoneWe do. We all do.
- Lewis Kerr NoneThen let me pull it together. Amara sends allocated, active and spare seats, the monthly unique users by team, and the ticket summary, by Wednesday. Gemma, you and Rajesh send names and first questions for the planners. I'll send the quote over today, with VAT shown and the per-user line on it, and I'll confirm timing for the seats in writing. And we're aiming at a decision by Friday 30 October 2026. Have I missed anything?
- Rajesh Mistry NoneNo. I'll review once I have Amara's pack. If it doesn't support it, I'll say so, and I'd expect you to say so too.
- Lewis Kerr NoneI'd rather you did. I won't push something the usage doesn't back, and if the spare seats cover the planners, you'll hear that from me first.
- Gemma Holt NoneBrilliant. I'll get the names to you this week, Rajesh. Honestly, I think the numbers will surprise you.
- Rajesh Mistry NoneThen it'll be an easy yes. Thank you both. Regards.
- Gemma Holt NoneCheers, both. Speak soon!
- Lewis Kerr NoneThanks, both. I'll send that over today. Speak soon.
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