Carnmoor Fleet Leasing / BB-Demo – Check In
Callcompleted
Carnmoor Fleet Leasing · 2026-03-24 14:15
Gemma Thorne says the brain is earning its place, with review prep cut from most of a day to a morning. She cannot put a number on it for her director, and the usage is concentrated in a few people.
What was said
What this says
Current to 13 Oct 26Gemma Thorne says the brain is earning its place, with review prep cut from most of a day to a morning. She cannot put a number on it for her director, and the usage is concentrated in a few people.
What happened: Amara Obi and Gemma Thorne reviewed adoption on Growth. Active users average around seven, about four times the previous quarter, against 40 licensed seats.
Customer view: Gemma values the account manager and service desk telling the same story. She wants to see a per-client dashboard with fleet, queries and invoices side by side before promising clients anything.
Commercial: Remarketing was framed as a new team on the same licence, not a purchase. The contract runs to 1 Dec 2026 and Gemma's director will ask about value.
Watch: Gemma and one account manager ask most of the questions. She is also the only confirmed admin, and a one-pager and a second admin were promised.
Themes
Current to 9 Oct 26Theme
Value case and remarketing
Importance
praise
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 the usage summary by team with questions asked month on month by Thursday.
- Gemma Thorne to introduce the head of remarketing, with Amara joining a short intro.
- Amara to set up the dashboards session and send June QBR options.
Risks
Current to 9 Oct 26- Gemma and one account manager ask most of the questions, so the value drops if she is away.
- Gemma cannot quantify the value for her director, who will ask ahead of the 1 Dec 2026 renewal.
- Gemma is the only confirmed admin, so nobody else may be able to add a user.
Opportunities
Current to 9 Oct 26- Remarketing could join as a new team on the existing Growth licence.
- A dashboards builder session on Carnmoor's own fleet data could embed per-client views.
- A one-pager of usage and hours saved supports the renewal conversation.
Transcript
Amara Obi NoneHello? Gemma, can you hear me okay?
Gemma Thorne NoneI can, yes. Hi Amara. Sorry, one second, I've got the review pack open on the other screen and it's fighting me.- Amara Obi NoneNo rush at all. Good afternoon, by the way. How's the week been?
- Gemma Thorne NoneBusy. Two client reviews already and it's only Tuesday. Good busy though. Yours?
- Amara Obi NoneSame. Lots of trains, mostly. Right, let me introduce myself properly, because I don't think we've had a proper catch-up on a call before. I'm Amara, I'm the customer success manager for Carnmoor, so adoption, check-ins and the quarterly reviews sit with me. Sophie Ling is still your account owner for anything commercial.
- Gemma Thorne NoneLovely, yes, I've seen Sophie's name on the order form. And honestly, this is perfect timing, because I'm in the middle of preparing the review for one of our bigger corporate fleets, and it's the first time I've built it from the brain rather than from three spreadsheets.
- Amara Obi NoneOh, brilliant. That's exactly what I'd hoped to hear. So that's my first question, really: what does good look like for you this quarter?
- Gemma Thorne NoneGood is the account manager, the service desk and me all walking into a client review with the same numbers. Before, the account manager would have one story about the fleet, the desk would have another about what drivers actually rang in about, and I'd be stitching them together the night before. Which client, which fleet, what did the client actually see. That's what I want in one place.
- Amara Obi NoneThat's a really clear picture. Mm. Can I show you what the numbers say, and then we'll come back to that?
- Gemma Thorne NonePlease.
- Amara Obi NoneSo, we're nearly four months in since you went live in early December, you're on Growth, forty licensed users, and the annual contract is £41,800. Active users over the last month average out at around seven. Now, that's not a big number against forty, but it's about four times what it was last quarter, so that's a proper jump.
- Gemma Thorne NoneRight. Yes, that tracks. It's mostly the account managers, a handful of them, and then a couple of team leaders on the service desk, because I kept saying just ask the brain every time someone came to me with a question.
- Amara Obi NoneHa, that's the best adoption strategy there is. And who's asking the most? Because I do look at that. One person asking a big share of the questions is something I'd want to watch.
- Gemma Thorne NoneProbably me, if I'm honest. Me and one of the account managers. Is that a problem?
- Amara Obi NoneNot a problem, it's just a flag. If you're on leave and nobody else is confident, the value drops off a cliff. So it's a good reason to widen it out. Here's what I'd ask: who else should have access?
- Gemma Thorne NoneRemarketing, really. They sit with the same fleets at the end of the contract, they want to know what condition things are in, what's been queried, what's been invoiced. At the moment they ring me, and I ring the desk, and it takes a day.
- Amara Obi NoneSo remarketing would be a new team on the same licence. You've got plenty of room, forty seats and you're nowhere near that, and I'd rather fill the seats you've got than talk to you about buying more.
- Gemma Thorne NoneWhich I appreciate, honestly. Right, so I'd need to introduce you to the head of remarketing. I don't want to land it on them cold.
- Amara Obi NoneOf course. Whenever you're ready. A short note from you is better than anything from me.
- Gemma Thorne NoneMm. Fine, I'll do that this week.
- Amara Obi NoneGood. Can I ask about tickets? You've raised three in the last month, one of them marked high priority, and I want to make sure it's properly closed out for you rather than just closed.
- Gemma Thorne NoneOh, that was me. I marked it high because I had a review the next morning and I couldn't see what I needed. It was sorted quickly, no complaints from my side. The other two were just how-do-I questions from the desk.
- Amara Obi NoneOkay, that's reassuring. A few tickets, mostly how-to, from a user base that's growing is what I'd call healthy. Much better than silence.
- Gemma Thorne NoneRight. And can I ask for something? The how-to ones keep being about the same thing, building a view per client. The desk team find the chat easy but they get lost when they want to save a view.
- Amara Obi NoneThat's useful. And that's what the dashboards builder is for, it's included in Growth, so you've already got it. I can run a training session with the desk team leaders and the account managers, an hour or so, on your own fleet data, so they build the per-client view live.
- Gemma Thorne NoneYes, please. Let's get the service desk in on this. Although I'll say now, I won't promise a client a report until I've seen the dashboard myself.
- Amara Obi NoneCompletely fair, and that's the right instinct. Hmm, what would you want to see in it before you were comfortable?
- Gemma Thorne NoneThe fleet, the queries and the invoices side by side, for one client, and numbers I can tie back to what the account manager says. If the desk says there were a lot of calls about a vehicle and the invoice says otherwise, I want to see why before the client does.
- Amara Obi NoneRight. So three things on one page, and you can tie each one back to its source. Yeah, we can do that. I'll make that the test for the session.
- Gemma Thorne NoneAnd the nightly refresh, it's done by seven in the morning, isn't it? Because the account managers do their prep first thing and if it's stale then...
- Amara Obi NoneSeven, yes, every business day. Sorry, go on.
- Gemma Thorne NoneNo, you've answered it. I just wanted to hear you say it. Nobody's complained, I wasn't trying to start something.
- Amara Obi NoneNo, good to ask. And I'll be straight, I check freshness on your account as well, and nothing's jumped out. If it does, you'll hear from me before you have to ask.
- Gemma Thorne NoneGood. That's what I like.
- Amara Obi NoneRight, let me come back to value for a second, because I've got a question I ask everyone at a check-in. If someone senior asked you tomorrow what the brain's worth, what would you say?
- Gemma Thorne NoneHonestly, hours. Review prep used to take an account manager most of a day per client, in the worst cases. Now it's the morning. And the other thing is the service desk and the account manager are telling the same story, which is the thing I actually bought it for. But I'd struggle to put a number on it for my director.
- Amara Obi NoneThat's fair, and that's what I can help with. Let me put together the usage by team and the questions asked month on month, and you can add the hours from your side. Then it's a one-pager rather than a feeling.
- Gemma Thorne NoneYes. That would help. My director's going to ask, and it's a commercial thing, I don't take those decisions on my own.
- Amara Obi NoneUnderstood. And just so it's on the table, there's nothing to decide today. The contract runs to 1 Dec 2026, and I'd start the renewal conversation in the autumn so nobody's rushed. Sophie will be in that conversation for the commercial side.
- Gemma Thorne NoneFine. From where I sit it's earning its place, so I don't expect drama. But get the one-pager to me and I'll be able to say it with confidence.
- Amara Obi NoneWill do. Anything not working? Anything that irritates you?
- Gemma Thorne NoneSmall thing. When I ask about a client with a name similar to another, it sometimes pulls both. Which client, which fleet, that sort of thing. Not often. I just have to be specific.
- Amara Obi NoneMm, yeah, that's ambiguity in the question. I'd say name the client and the fleet every time, and I'll show the desk a couple of phrasing habits in the session. If it keeps happening I'll raise it as a proper ticket.
- Gemma Thorne NoneSorry, hang on, someone's at my door. Yes, two minutes, I'm on a call. Sorry, Amara. Where were we? The phrasing thing, yes, that's fine, happy with that.
- Amara Obi NoneNo problem at all. Let me ask about connectors while I've got you. You've got the CRM, the helpdesk and the accounting system feeding it, and Growth gives you eight connectors in total, so there's room. Is there a source the desk or the account managers keep telling you is missing?
- Gemma Thorne NoneHonestly, not yet. People keep asking me for things the brain already does, so I'd rather get everybody using what's there before adding anything. If I add another source now it just muddies the water.
- Amara Obi NoneI like that. Fewer sources, used properly, beats more sources nobody trusts. If it changes, tell me early, because a new connector needs a bit of lead time and I'd rather plan it with you.
- Gemma Thorne NoneWill do. Can I ask you something? Who do I go to if something breaks and it's urgent? I know the ticket route, but if a review is the next morning.
- Amara Obi NoneRaise it as a ticket and mark it high priority, like you did, and then message me directly as well so I can chase it from my side. On Growth the first response on the top priority is within a business hour, so it shouldn't sit.
- Gemma Thorne NonePerfect. That's what I needed. I'll tell the desk leads.
- Amara Obi NoneOne more thing before I forget. Who's your admin on the account? Because if it's only you and you're on leave, nobody can add a user.
- Gemma Thorne NoneMe, and I think one of the team leaders on the desk was given rights at the start. I'd have to check. I don't love that it's me, to be honest, I've got enough on.
- Amara Obi NoneLet's make that two properly, and I'll check the admin list on my side and send it with the usage summary. Better for you, better for us.
- Gemma Thorne NoneBrilliant. Thank you.
- Amara Obi NoneSo, next steps. Shall I run through them and you stop me if I've got it wrong?
- Gemma Thorne NoneGo on.
- Amara Obi NoneOne, I send you the usage summary by team, with questions asked month on month, by Thursday. Two, you drop a note to the head of remarketing and I'll join a short intro. Three, I set up the dashboards session with the desk team leaders and your account managers, on your own fleet data, and you tell me which client to use. Four, we get the next QBR in the diary.
- Gemma Thorne NoneThat's it. For the session, I'd say the client I'm doing the review for, since I've already got the questions in my head. I'll check the account manager is fine with us using it.
- Amara Obi NonePerfect. And on the QBR, would June work, or is that review season for you?
- Gemma Thorne NoneJune's fine, let's say early rather than late, the end of the quarter is mad for us. Send me a couple of options and I'll pick.
- Amara Obi NoneWill do. And Gemma, thank you. It's really good to see the numbers moving, and good to see you using it for the thing you bought it for.
- Gemma Thorne NoneThanks, Amara. It's nice to have someone call before I have to ask. Right, I'd better go and finish this review.
- Amara Obi NoneAnything else from you before I let you go? Anything I should have asked?
- Gemma Thorne NoneI don't think so. Oh, actually, one thing. Can the usage summary show which clients the questions were about? It would help me see which fleets are getting the attention and which ones are being missed.
- Amara Obi NoneI'll see what I can pull by client, and I'll tell you honestly if I can't. I'd rather not promise it and then send you something half-right.
- Gemma Thorne NoneFair enough. That's all I ask.
- Amara Obi NoneBrilliant. Speak soon, Gemma. Enjoy the rest of your afternoon, and good luck with the review.
- Gemma Thorne NoneThanks, Amara. Speak soon. Bye.
- Amara Obi NoneBye bye.
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