Carnmoor Fleet Leasing / BB-Demo – Check In
Callcompleted
Carnmoor Fleet Leasing · 2026-03-02 14:45
Gemma Thorne is pleased with the rise to six active users but only a few of the 40 licensed seats are used. She wants account managers to see a real client review, and a value case before the 2 Dec 2026 renewal.
What was said
What this says
Current to 13 Oct 26Gemma Thorne is pleased with the rise to six active users but only a few of the 40 licensed seats are used. She wants account managers to see a real client review, and a value case before the 2 Dec 2026 renewal.
What happened: Amara Obi ran a check-in with Gemma Thorne on adoption. Active users are up to a bit over six a day against 40 licensed seats, and a live review-prep session was agreed for Wednesday afternoon.
Customer view: Gemma wants account managers to start from numbers the service desk agrees with, and to get back the day spent rebuilding each client picture. She also said the first period after signing felt quiet.
Commercial: Amara set out the Growth term, the £42k order form figure matching what was invoiced, and the renewal on 2 Dec 2026. Gemma cannot approve extra cost for remarketing without her boss.
Watch: Gemma asks a large share of the questions, which is a key-person risk. Only a couple of corporate account managers have logins, and the ticket timings note and connector list are still owed.
Themes
Current to 9 Oct 26Theme
Adoption and renewal timing
Importance
renewal
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Amara Obi to send a Wednesday invite for a live client review and the names needed for access, by the next day's lunchtime.
- Amara to send a ticket timings note, a plain connector list for remarketing and desk walkthrough dates.
- Amara to propose a date for the next QBR so it is in the diary.
Risks
Current to 9 Oct 26- Gemma asks a large share of the questions, so the value depends on one person.
- Most corporate account managers are waiting to see it work before taking a login.
- Any remarketing extension needs sign-off from Gemma's boss, which she cannot give alone.
Opportunities
Current to 9 Oct 26- Widen use to the corporate account managers and the service desk within the 40 licensed seats.
- Remarketing could become a new team, subject to which connectors are live.
- A timed before and after on review prep gives a value case ahead of the 2 Dec 2026 renewal.
Transcript
Amara Obi NoneHello, Gemma. Can you hear me all right?
Gemma Thorne NoneYes, loud and clear. Sorry, I've literally just come off another call, bear with me while I shut a few windows.- Amara Obi NoneNo rush at all. It's gone quarter to three, so you've earned thirty seconds. How's your Monday going?
- Gemma Thorne NoneBusy. We've got a big client review on Thursday and half the morning went on chasing numbers. Which is sort of the reason I'm glad you've got this in the diary, to be honest.
- Amara Obi NoneGood, that's a nice way in. So, I'll introduce myself properly again, because we've only really spoken in passing. I'm Amara, I'm the customer success manager for Carnmoor, and today is just a check-in. Where are you now, how's it being used, anything that's irritating you. And I always start with the same question: what does good look like for you this quarter?
- Gemma Thorne NoneRight. Good for me is simple, really. When an account manager sits down for a client review, they start from numbers that the service desk would also agree with. At the moment, before every review somebody spends a day rebuilding the picture of that client's fleet, their queries, their invoices. I want that day back.
- Amara Obi NoneYes, and that's precisely what the Growth set-up was built around. Let me share my screen and show you here's what the numbers say. Can you see it?
- Gemma Thorne NoneGive me a second. Yes, I've got a chart. Lots of blue.
- Amara Obi NoneLots of blue is good. So this is active users over the last quarter against the one before. You were fairly quiet at the start. You're now averaging a bit over six active people a day. That's a big jump on the previous quarter, several times over, in fact.
- Gemma Thorne NoneOh, that's more than I thought. I assumed it was still just me and a couple of the service desk team poking about.
- Amara Obi NoneIt's you, it's the desk, and there are a few account manager logins in there as well. And I want to be fair about it. Six is a great trend, but you're licensed for forty. So the trajectory is strong and the headroom is enormous.
- Gemma Thorne NoneYeah. Forty seats and six people. I mean, I won't pretend I hadn't noticed that.
- Amara Obi NoneNo pressure from me, honestly. The seats are in the contract either way. It's more that I like to ask: who else should have access? Who is rebuilding that picture by hand right now and doesn't have a login?
- Gemma Thorne NoneThe corporate account managers, mainly. There's a group who look after the biggest fleets, and they're the ones who do the Thursday-style reviews. Only a couple of them are in. The rest said they'd wait and see whether it was worth the bother.
- Amara Obi NoneMm. And what would make it worth the bother for them?
- Gemma Thorne NoneHonestly, seeing it work on a real client. Not a demo. Their own client, their own fleet, with the queries and the invoices next to each other. If the first thing they see is their own account and it's right, they'll be in.
- Amara Obi NoneThat's very doable. What I'd suggest is we pick a client or two that you're reviewing soon, and I sit with the account managers for half an hour and we run the review prep live in the brain. Nothing prepared in advance, so they see how the question gets asked.
- Gemma Thorne NoneWhich client, which fleet, though? That's what they'll ask. I'd want to choose one where I already know the answer, so I can say yes, that's right, or no, that's off.
- Amara Obi NoneCompletely sensible. You pick the client, you tell me the answer you'd expect, and we see if the brain agrees. If it doesn't, we learn something, which is also useful.
- Gemma Thorne NoneHa, fair. Okay. Thursday's review is a good candidate actually, but that's too soon, isn't it? I'd want to do it before, not after.
- Amara Obi NoneIt's possible, if you can give me a slot tomorrow or Wednesday. If not, we take the next one. I'd rather do it properly than rush it for Thursday.
- Gemma Thorne NoneLet me look at the diary. Hang on. Right, I've got a gap on Wednesday afternoon. I might have to bring one of the account managers and one person from the desk, if that's okay.
- Amara Obi NoneMore than okay. That's exactly the mix I'd want. I'll send an invite after this call. Could you give me the names of those two so I can make sure they've got access beforehand?
- Gemma Thorne NoneI'll email them over. I know one has a login and the other I'm not sure about.
- Amara Obi NonePerfect. Let's get that in. Now, can I flip to the other thing on my list, which is tickets? You've had three in the last month, and two of those were marked high priority. I don't want you to think it's a worry, but I never let it go unmentioned.
- Gemma Thorne NoneRight, yes. I think I raised one of those, or the desk did on my behalf. We were in the middle of preparing a client pack and something wasn't lining up. I flagged it high because I had a deadline, to be fair.
- Amara Obi NoneThat's exactly what high priority is for, so no apology needed. What I'll do is go through the ticket timings against your Growth response time and send you a short note. You'll see who picked it up, how long it took, and what the fix was. Then if there's a pattern, we deal with it.
- Gemma Thorne NoneThat would be helpful. And can you tell me what the client actually saw? Because that's what I care about. If our data was off for an hour but nobody outside noticed, that's one thing. If it ended up in a client pack, that's another.
- Amara Obi NoneFair question. I can show you what the brain held and when it refreshed. The nightly refresh is meant to be done by seven in the morning, every working day. If the pack went out after that and the number was still wrong, then it's a different kind of problem, probably the source system. I'll check both and tell you which it was.
- Gemma Thorne NoneOkay. I think it was the second, to be honest. Something in how one of our own systems labelled a vehicle. But I'd rather you tell me than me guess.
- Amara Obi NoneYes, let's let the data answer it. I don't want to guess either.
- Gemma Thorne NoneMm. Sorry, can I ask you something slightly different?
- Amara Obi NoneOf course.
- Gemma Thorne NoneRemarketing. They're the ones who deal with vehicles coming off lease. When we bought this, the idea was that they'd see the fleet history along with the client side. But I haven't pushed them in at all. Is there any reason that's harder than the account managers?
- Amara Obi NoneNo, I wouldn't say harder. It depends on whether the source they need is connected, and I'd want to check what's currently live before promising anything. Can I come back to you on that rather than answer off the top of my head?
- Gemma Thorne NonePlease do. I'm not going to promise them something I haven't seen. Last thing I want is to tell a team it's coming and then have it not be there.
- Amara Obi NoneAgreed. I'll look at the connectors this week and send you a plain list: what's live, what's not, what would need adding. Then you can decide whether remarketing is worth it.
- Gemma Thorne NoneBrilliant. That's the sort of thing I need. And then if it does mean extra cost, I'd have to run that past my boss. I can't take a commercial decision like that on my own.
- Amara Obi NoneUnderstood, and I wouldn't ask you to. At this point I'm not suggesting any change. Your Growth plan covers a lot more than you're using today, so my first instinct is use what you've got before you think about adding anything.
- Gemma Thorne NoneI like that. It's a nicer conversation to have.
- Amara Obi NoneLet me show you one more thing while I've got the screen up. This is questions asked, month on month. It's the best single measure of whether people find the thing useful, in my view.
- Gemma Thorne NoneOh, that's climbing nicely. Who's asking most of them?
- Amara Obi NoneThat's the next thing I wanted to flag, and I'm glad you asked. A fair share is you. Which is lovely, but it's also a risk. If one person asks most of the questions and you're off for a fortnight, the value drops away. I'd like to see more of the desk and more account managers in there.
- Gemma Thorne NoneYeah, I'd had that thought. I'm the one who says it's brilliant, and I'm the one using it. Not ideal.
- Amara Obi NoneIt's very common, honestly. The champion goes first and then the rest follow. The Wednesday session is how we start moving that.
- Gemma Thorne NoneRight. And can we get the desk trained a bit more formally? They're good, they're quick, but they'd be nervous about asking it the wrong thing. Let's get the service desk in on this properly.
- Amara Obi NoneYes, absolutely. I can run a short walkthrough for them. Practical, built around the kind of query that comes in on a normal day. Do they work in shifts? Is there a time when most of them are around?
- Gemma Thorne NoneMid-morning is the quietest. Between about ten and twelve, you'd get most of them in a room. I'd say a Tuesday or a Thursday.
- Amara Obi NoneI'll put a couple of options in an email. Can you tell me, who on the desk is the person the others listen to? There's usually one.
- Gemma Thorne NoneHa. Yes, there's one. I'll send you the name along with the others. Same email.
- Amara Obi NonePerfect. Okay, one more area, and then I'll leave you alone. Can I mention the contract, just so it's on your radar and not a surprise later?
- Gemma Thorne NoneGo on.
- Amara Obi NoneYou joined on Tuesday 2 December 2025, and the term runs to 1 December 2026, so the renewal itself sits on 2 December 2026. The annual figure on the order form is £41,800, and that's what's been invoiced, so those match. Nothing is wrong. I just like to say it early, because I handle the renewal conversation and I'd rather talk about it with you well beforehand than at the last minute.
- Gemma Thorne NoneOkay, that's helpful. So that's the better part of a year away.
- Amara Obi NoneIt is. The reason I mention it is that what I'd like to be able to say at that point is: here's what you got for the money. Six active users is the start, but I'd want to be showing you something bigger, whether that's more people asking questions or reviews that take a morning instead of a day.
- Gemma Thorne NoneAnd that's fair. I'd want to be able to say that too, to be honest, because someone above me will ask what we're getting.
- Amara Obi NoneExactly. So that's why I keep going on about the account managers. If I can tell you, after Wednesday, how long the review prep took before and after, that's your value case, in your own words.
- Gemma Thorne NoneYes. I could actually time it. We know roughly what it took before, because I've been complaining about it for two years.
- Amara Obi NoneThen write it down, even roughly. Before and after. I'll put it in the next QBR pack for you.
- Gemma Thorne NoneWhen is the next one? Because I don't think I've got it in the diary.
- Amara Obi NoneThat's my job, and no, you haven't. Growth includes quarterly reviews. I'll propose a date in an email so it's in the diary, and let's get the next QBR in the diary while we're both thinking about it.
- Gemma Thorne NoneYes please. Otherwise it'll slide, and then we'll get to the autumn and wonder where the year went.
- Amara Obi NoneQuite. Is there anything that's bugging you? I've talked a lot, and I want to make sure I haven't missed something on your side.
- Gemma Thorne NoneNothing major. One small thing: when the desk searches for a vehicle, sometimes they get a lot of results and it isn't obvious which is the right one. It's not broken, just noisy.
- Amara Obi NoneThat's useful. Noisy results usually mean the question is too broad, or there are duplicate records feeding in from two places. Can you send me two or three examples? Actual searches your people ran. Then I can see whether it's how they ask or what's underneath.
- Gemma Thorne NoneI'll ask the desk to screenshot a few. They'll like being asked, actually. They think nobody listens to them.
- Amara Obi NoneThen it's doubly worth it. Right. Let me recap so we both leave with the same list, because I don't want to be the one who wrote nothing down.
- Gemma Thorne NoneGo on, I'm writing.
- Amara Obi NoneFrom me: an invite for Wednesday afternoon, with you, one account manager and one person from the desk, running a real client review live. A note on the three tickets with timings against your response time and what the client actually saw. A plain list of connectors for the remarketing question. A couple of dates for a desk walkthrough, and a date for the next QBR.
- Gemma Thorne NoneAnd from me, the names for Wednesday, the client we're going to use, the name of the person on the desk, a few screenshots of the noisy searches. And a rough before and after on review prep.
- Amara Obi NoneThat's it exactly. If I can have the names by tomorrow lunchtime, that gives me time to check the access.
- Gemma Thorne NoneTomorrow lunchtime. Done. I'll do it before I forget, since I forget everything on a Monday.
- Amara Obi NoneHa, you and me both. Anything else before I let you go? We've got a few minutes.
- Gemma Thorne NoneJust that it's been good to have someone actually look at how we're using it. Before it felt like we signed and then it went quiet.
- Amara Obi NoneI can't speak for what happened before I picked up the account, so I won't pretend I can. But from here you'll hear from me before you have to ask. That's the deal.
- Gemma Thorne NoneThat's all I want. Thanks, Amara.
- Amara Obi NoneThank you, Gemma. Speak Wednesday. Good luck with Thursday's review.
- Gemma Thorne NoneI'll need it. Bye for now.
- Amara Obi NoneBye.
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