Carnmoor Fleet Leasing / BG-Demo – QBR
Callcompleted
Carnmoor Fleet Leasing · 24 Apr 2026 11:30
Quarterly review on 24 Apr 2026. Usage is up but well under the forty Growth seats. Finance Director Ian Prendergast wants a value case in hours and pounds, with the base shown, before renewal on 2 Dec 2026.
What was said
What this says
As at Fri 9 Oct 2026Quarterly review on 24 Apr 2026. Usage is up but well under the forty Growth seats. Finance Director Ian Prendergast wants a value case in hours and pounds, with the base shown, before renewal on 2 Dec 2026.
What happened: Amara Obi reviewed usage, tickets and next steps with Gemma Thorne and Kofi Asamoah. Ian Prendergast joined about nine minutes in and went straight to cost and renewal.
Customer view: Gemma values the brain for review preparation and says it is used by some people and not others. Ian wants evidence in his own numbers and will do the cost-per-vehicle sum himself.
Commercial: Growth, forty users, order form from 2 Dec 2025, annual figure forty-one thousand eight hundred pounds. No price was quoted, and Ian asked for any uplift in pounds with its base.
Watch: Headroom is real, with remarketing the named gap. A one-client dashboard pilot and a sourced value case both feed the renewal conversation.
Themes
As at Fri 9 Oct 2026Theme
QBR, value case, renewal
Importance
renewal
Sentiment
mixed
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Amara Obi to send a one-page usage summary with review-week peaks and the renewal timeline.
- Gemma Thorne to send remarketing names and collect hours-per-review estimates from account managers.
- Amara Obi to obtain renewal terms in writing from Sophie before any renewal conversation.
Risks
As at Fri 9 Oct 2026- Finance Director has not yet seen a value case and says he will take a view at renewal.
- Only about eight of forty Growth seats are active on a typical day, which invites a value question.
- Any renewal uplift must be shown in pounds with its base, or it may be rejected.
Opportunities
As at Fri 9 Oct 2026- Remarketing team onboarding would extend use to a new team on the Growth tier.
- A pilot client dashboard on the dashboards builder would show the investment the customer is making.
Transcript
Amara ObiHello, can you hear me all right? I think I'm on mute and not on mute at the same time.
Gemma ThorneLoud and clear, Amara. Morning! Bit of an echo, though, hang on. Kofi, are you on the speakers as well?
Kofi AsamoahYes, that's me. I'll put the headphones on. Is that better?- Gemma ThorneMuch better. Thanks.
- Amara ObiLovely. Morning both. Ian's not here yet, is he?
- Gemma ThorneHe's finishing a funding call, he said ten minutes at most. He told me to start without him and not to agree anything, which is very Ian.
- Amara ObiHa, fair enough. Nothing to agree today anyway, it's a review. How's the week been? It's Friday, so I'm hoping quiet.
- Gemma ThorneQuiet-ish. We've had client reviews stacked up all week and I'm preparing another for the afternoon, so I'm slightly distracted. Sorry in advance.
- Kofi AsamoahThe roads were awful this morning as well. Half of Milton Keynes seemed to be at the same roundabout. I've only just sat down.
- Amara ObiWell, thanks for making it. So, what I'd like to do is quick: here's what the numbers say on usage, then tickets, then what's next, and we leave plenty of room for what you actually want out of the brain. Before I share anything, can I ask what good looks like for you this quarter?
- Gemma ThorneGood for me is simple. When an account manager sits down to prepare a client review, they don't spend a morning rebuilding that client's picture by hand. Fleet, queries from the service desk, invoices, all in one place and all agreeing.
- Amara ObiRight. And is that happening yet, or is it happening for some people and not others?
- Gemma ThorneSome people. The ones who got used to it early love it. The rest still open the old spreadsheets out of habit. Which client, which fleet, that's the first thing I ask, and then I check that the brain and the spreadsheet agree. Mostly they do now.
- Kofi AsamoahMostly. There was a stretch where the client list and the leasing system disagreed, and that was a mapping question, not a bug. That's sorted.
- Amara ObiGood, I'll come to that in a second. Let me share my screen. Can you see it? It's the usage chart.
- Gemma ThorneYes, I can see it. Small, but I can see it.
- Amara ObiSorry, I'll make it bigger. Right. So you're licensed for forty users on Growth. Over the last thirty days, on average, about eight of you are active on any given day. That's nearly double the previous quarter.
- Gemma ThorneNearly double. Okay. That sounds good, but eight out of forty doesn't sound like a lot, does it?
- Amara ObiIt's a fair question, and I'd rather be honest than just cheerful. The trajectory is what I'd look at first, and it's the right direction. But yes, there's plenty of headroom. Thirty-odd seats you've paid for that nobody is sitting in on a typical day.
- Gemma ThorneMm. That's what I thought. So the question is who else should have it.
- Amara ObiThat's my line, you've stolen it. Who else should have access? Who are the regular users today?
- Gemma ThorneLet me think. Most of the corporate account managers are in. A couple of the service desk team leads, because they want to answer what did the client actually see without ringing three people. Kofi, obviously. And me.
- Kofi AsamoahI'd say the account managers are the bulk of it. The service desk leads dip in and out, depending on whether a client has had a bad week.
- Amara ObiThat's useful. Is there anyone who isn't in who ought to be? Remarketing, say? I remember that being in your original thinking.
- Gemma ThorneRemarketing is the obvious one. They see the vehicle at the end of the contract, and they've no idea what happened with the client during it. Damage disputes, late returns, who complained about what. It would help them enormously and I keep meaning to ask.
- Amara ObiSo that's one concrete thing. If you give me a list of names, I'll get them set up and run a short session for them, so it's not just a login and a shrug.
- Gemma ThorneYes please. I'd want to sit in on it, though, so they hear it from someone who's used it with a client.
- Amara ObiOf course.
- Kofi AsamoahSorry, Amara, just on the numbers. Is that eight an average across weekdays only, or does it include weekends? Because we're a weekday shop.
- Amara ObiGood catch. It's an average over the period, so quiet days will pull it down. I wouldn't read it as a floor. On a busy review day it'll be higher than that. If it's useful I can show you the peaks as well as the average.
- Kofi AsamoahThat'd be helpful. Review weeks versus non-review weeks.
- Amara ObiDone, I'll put that in the summary I send after.
Ian PrendergastApologies. Ian here. Can you hear me? Right. I've missed the first part, I gather.- Amara ObiHi Ian, welcome. Only the first ten minutes. I'll recap in a sentence: usage is up, nearly double on the previous quarter, and there's a lot of unused headroom in the forty seats.
- Ian PrendergastRight. Then I'll start with my usual question. What has changed since the order form?
- Amara ObiContractually, nothing. You're on Growth, forty users, the order form from 2 Dec 2025, and the annual figure is forty-one thousand eight hundred pounds. That's what's been invoiced and that's what's contracted. Practically, more people are using it and Kofi's got the sources loading steadily.
- Ian PrendergastForty-one thousand eight hundred a year. And invoices are paid, nothing outstanding on either side?
- Amara ObiNothing overdue on our side. Your team's been prompt, as it happens.
- Ian PrendergastGood. Then my second question. What does that cost per vehicle? I realise that's not a number you'd have to hand.
- Amara ObiNo, and I won't guess. I don't have your fleet count in front of me in a form I'd want to quote. But you're better placed than I am to do that sum, so I'd rather give you the cost and the usage and let you take it from there.
- Ian PrendergastThat's sensible. I'll do the sum myself. I'd rather hear it that way than have a supplier hand me a flattering number.
- Gemma ThorneIan, if it helps, the thing I'd put against that cost is the review prep. The account managers used to lose most of a morning per client. I can ask a couple of them to estimate how much of that has come back.
- Ian PrendergastYes. An estimate with a base, please. Hours per review and how many reviews. A percentage on its own doesn't help me.
- Gemma ThorneUnderstood. Hours and reviews. I'll get that.
- Amara ObiThat'd be a really good thing to have in the room at renewal, actually. A simple value case in your own numbers.
- Ian PrendergastWhich brings me neatly to it. When is renewal, and what does it look like?
- Amara ObiThe contract runs to 1 Dec 2026 and the renewal date is 2 Dec 2026. I'll send you the formal notice well ahead of that, roughly ninety days before, and I'll make sure I have the renewal terms in writing from Sophie, who looks after the commercial side, before we sit down. I'm not going to quote you a price on this call.
- Ian PrendergastGood, because I wouldn't agree one on a call. If there's any change, show me the uplift in pounds, and the base it's calculated on. We'll take a view at renewal.
- Amara ObiPounds and the base, both written down. Understood. I'd expect you to ask exactly that.
- Ian PrendergastThank you. Then I'll leave you three to the operational detail. Kofi, over to you, I suspect.
- Kofi AsamoahThanks. So the open tickets. We've had one in the last month, and nothing high priority. It was a how-to, if I remember rightly, around filtering by client group. Your team answered it and it's closed.
- Amara ObiThat matches what I have. One ticket, none urgent, closed. For the size of the user base I'd read that as healthy rather than quiet, because people are using it and getting what they need.
- Kofi AsamoahI'd agree. The nightly load has been completing. I check it first thing most days. If it doesn't finish I'd want to know, and I'd say so.
- Gemma ThorneKofi, which source is the one that gave us trouble with the client list? Was that the leasing system?
- Kofi AsamoahIt was how the leasing system labels client groups compared with the CRM. Same client, two names. I fixed the mapping and I should have told you at the time, Gemma, sorry. It's the type of change I flag, normally.
- Gemma ThorneNo, it's fine, I just want to be told so I don't quote something to a client that's moved. Let's get the service desk in on this as well, because their view of the client name is different again.
- Kofi AsamoahThat's a fair point. Their helpdesk records use whatever the caller says. I'd want to map that carefully before anything changes.
- Amara ObiIs that something I can help with? If it's a mapping question you can walk me through it, and we can see whether it's a job for you, for us, or for both.
- Kofi AsamoahProbably both. I'd want to look at a sample of recent tickets first. I'll check last night's load and pull a few examples, then I'll send them over.
- Amara ObiPerfect. Then that's an action for me and Kofi, and I'll write it down so it doesn't evaporate.
- Gemma ThorneCan I ask about dashboards while we're on it? I know Growth includes the dashboards builder, and I've barely touched it.
- Amara ObiYes, it's in your tier, and it's one of the things I'd like to see more use of. The beauty of it is you can build the thing you'd normally paste into a client review pack, and it stays live.
- Gemma ThorneSo one agreed view of a client that the account manager, the service desk and remarketing all look at.
- Amara ObiExactly that. Starts from agreed numbers. I'd suggest we pick one client, a friendly one, and build it together as a pilot. Not twenty dashboards, one.
- Gemma ThorneWhich client? Let me think. A corporate client with a reasonably big fleet and no major disputes. Not the sensitive ones. I'll pick one with the account managers.
- Kofi AsamoahI could do the data side if you pick it. I'd want to be clear which sources feed it. Which source is that from, for each number, I'd want written down.
- Amara ObiThat's exactly the discipline I'd want. A sentence under each chart saying where it comes from.
- Ian PrendergastCan I come in? If this dashboard is going to be shown to clients, I'd want to know who has seen it and that it's signed off by someone in your team, Gemma. Not generated and sent.
- Gemma ThorneAbsolutely. I never promise a client a report I haven't seen myself. It's reviewed before it goes out, and I'd be the one signing it.
- Ian PrendergastGood. That's all I wanted.
- Amara ObiRight, I think that's the main body. Let me recap what I've got, and tell me if I've got it wrong. One: Gemma sends me names for remarketing, and I set them up and run a session that Gemma sits in on.
- Gemma ThorneYes. I'll get you names early next week.
- Amara ObiTwo: Kofi and I look at the client mapping with a sample of helpdesk records. Three: Gemma picks a pilot client for a single dashboard and Kofi supports the data side.
- Kofi AsamoahYes. And I'll flag any mapping change to Gemma before I make it.
- Amara ObiFour: Gemma collects an estimate from a couple of account managers, hours per review and number of reviews, for Ian. And five, from my side: I send a written summary of usage, with peaks in review weeks, and the renewal timeline, and I get the terms from Sophie in good time.
- Ian PrendergastThat's all I'd have written down. I'd add that I'd like the summary in a form I can show the board, if it comes to that.
- Amara ObiOne page, plain English, numbers with their base. I can do that.
- Gemma ThorneCan we get the next QBR in the diary now, as well? Otherwise it drifts.
- Amara ObiYes please, that's my other favourite phrase. Let's get the next QBR in the diary. I'll send options straight after this call, a quarter from now, and you three pick what works.
- Ian PrendergastFine. Thank you, Amara. That was useful, and short enough to be tolerable.
- Amara ObiHigh praise. Thanks everyone. Enjoy the weekend, and good luck with the review this afternoon, Gemma.
- Gemma ThorneThanks. Speak soon.
- Kofi AsamoahCheers all.
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