B-Brain
Amara Obi

Carnmoor Fleet Leasing / BB-Demo – Check In

Callcompleted

Carnmoor Fleet Leasing logo Carnmoor Fleet Leasing · 2026-06-15 13:00

Gemma Thorne showed a client review built in the brain; active users are up about a third, there are no tickets and connectors are loading. She asked whether the Growth price moves at renewal on 2 Dec 2026; no answer was given.

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What was said

What this says

Current to 13 Oct 26

Gemma Thorne showed a client review built in the brain; active users are up about a third, there are no tickets and connectors are loading. She asked whether the Growth price moves at renewal on 2 Dec 2026; no answer was given.

What happened: Amara Obi ran a check-in with Gemma Thorne, Head of Client Services. Usage is up by about a third, there were no tickets in the last month and the connectors are loading.

Customer view: Gemma wants client reviews that start from agreed numbers. One of her account managers built a client page unprompted and then a second.

Commercial: Growth at £42k a year, paid on time, with the term ending 1 Dec 2026 and renewal on 2 Dec 2026. Gemma asked whether the price will move; Amara would not guess and will check with Sophie.

Watch: Gemma says the decision goes to her boss, who is numbers-driven, so the value case needs hours saved. Remarketing access and a telematics connector are the growth routes.

AI · claude-sonnet-5-5 · 13 Oct 2026

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Themes

Current to 9 Oct 26
Theme
Usage growth, renewal price
Importance
renewal
Sentiment
positive
Voice
champion
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Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Amara to send QBR options with Sophie invited and to check renewal terms with Sophie before the notice goes out.
  • Amara to prepare a one-page value summary with usage, questions asked and licences not in use.
  • Gemma to send examples of wrong-fleet answers and the name of the telematics product.
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Risks

Current to 9 Oct 26
  • Gemma asked whether the price moves at renewal and got no answer, and her boss makes the decision.
  • The value case depends on hours saved on review prep, which Gemma could not quantify exactly.
  • Remarketing has not adopted the brain because the team is nervous about learning another tool.
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Opportunities

Current to 9 Oct 26
  • A short walkthrough for remarketing on their own data would widen use within the 40 licences.
  • A telematics connector could be added within the eight connectors Growth includes, giving the boss something new at renewal.
  • Gemma has two account management starters joining in the autumn who need training.
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Transcript

  1. Amara Obi
    Amara Obi None
    Hello, Gemma. Can you hear me okay? I think I've just come off mute.
  2. Gemma Thorne
    Gemma Thorne None
    Hi Amara, yes, loud and clear. Good afternoon. Sorry, I'm a couple of minutes late, the call before this one ran over.
  3. Amara Obi
    Amara Obi None
    No problem at all, I was only just in myself. How's the week been?
  4. Gemma Thorne
    Gemma Thorne None
    Busy. We've got a big review for one of our corporate fleets next week, so I've basically been living in the brain and a couple of spreadsheets, which is partly why I wanted to get this check-in in the diary. I'd like to show you how we're using it for the review.
  5. Amara Obi
    Amara Obi None
    Brilliant, that's exactly where I'd like to start. Let me introduce the plan for today properly, because I want this to be useful for you and not just me reading out charts. I'll do a quick look at the usage numbers, then we'll talk about what you've got coming up, then a short word on the renewal later in the year. Does that work?
  6. Gemma Thorne
    Gemma Thorne None
    That works. Go on.
  7. Amara Obi
    Amara Obi None
    And before the numbers, what does good look like for you this quarter? What would make you say, yes, that's working?
  8. Gemma Thorne
    Gemma Thorne None
    Honestly? Client reviews that start from agreed numbers. That's it. Before, every account manager would build their own picture of a client. One would pull invoices, another would ask the service desk for the queries, someone in remarketing would have a separate view of the vehicles coming back. And then we'd all turn up to the review with three slightly different stories.
  9. Amara Obi
    Amara Obi None
    Mm. And that's the thing the brain was bought for.
  10. Gemma Thorne
    Gemma Thorne None
    Exactly that. So good looks like the account manager, the service desk and remarketing all looking at the same page and nobody arguing about whose number is right before we've even started.
  11. Amara Obi
    Amara Obi None
    Lovely. Right, here's what the numbers say. I've got the usage chart open and I'll share it in a second. Can you see it?
  12. Gemma Thorne
    Gemma Thorne None
    Not yet. Oh, there it is. Yes. Bit small but I can see it.
  13. Amara Obi
    Amara Obi None
    I'll stay on this one. So, active users. On a typical day over the last month you've had nine or ten people in there, and that's up by about a third on the previous quarter. That's a really healthy move, and it's steady, it isn't one spike from a training session.
  14. Gemma Thorne
    Gemma Thorne None
    A third. Right. That feels about right, actually. I know the account managers are in there most mornings now. Before they'd open it when I nagged them.
  15. Amara Obi
    Amara Obi None
    Ha. Well, whatever you did, it worked. You're licensed for forty users on Growth, so you've got plenty of headroom. Which brings me to my favourite question: who else should have access?
  16. Gemma Thorne
    Gemma Thorne None
    Hm. Which team, you mean?
  17. Amara Obi
    Amara Obi None
    Any. I can see the account managers and a few people from the service desk. I can't see much from remarketing, and I wondered if that's deliberate or just that nobody's got round to it.
  18. Gemma Thorne
    Gemma Thorne None
    It's not deliberate. Remarketing was part of the original thinking, because we wanted them to see a client's fleet and what's coming off lease alongside the invoices. But they're a small team and they were nervous about learning another thing. I think if I got one of them to sit in on the review next week and see how it works, that would do more than any email from me.
  19. Amara Obi
    Amara Obi None
    That's a great idea. I could do a short walkthrough for them, twenty minutes, on their own data, so it's not a generic demo. Would that help?
  20. Gemma Thorne
    Gemma Thorne None
    It would. Let me ask the team lead, and I'll come back to you. I'd rather they asked for it than I booked it for them.
  21. Amara Obi
    Amara Obi None
    Fair. Okay, so that's one for the list. Let me carry on down the chart. Questions asked, which is the number I care about most, because it's the best sign that people actually get value out of it. That's been climbing every month since the spring. And it's spread across several people, which is what I want to see. It isn't one person asking everything.
  22. Gemma Thorne
    Gemma Thorne None
    That's good to hear, because I was worried it was mostly me.
  23. Amara Obi
    Amara Obi None
    It was, early on. You're still near the top, I won't pretend otherwise, but there are now three or four others asking real volume. If you were off for a fortnight, it wouldn't dry up.
  24. Gemma Thorne
    Gemma Thorne None
    Good. Because I'm off for a fortnight in August and I'd like to do it without my phone going.
  25. Amara Obi
    Amara Obi None
    Then you're in a good place. Now, the other stuff. Records indexed is still growing, so the brain isn't going stale. The nightly refresh has been landing on time. And tickets: there's nothing. No tickets in the last month at all, no urgent ones, nothing waiting on us.
  26. Gemma Thorne
    Gemma Thorne None
    Is that a good thing? I never know with that. Is no tickets good or is it a bit suspicious?
  27. Amara Obi
    Amara Obi None
    Good question, and it's the right one to ask. Normally I'd say if usage was falling and there were no tickets, I'd worry, because that's people quietly giving up. But usage is rising, so quiet here just means it's working. If it were the other way round we'd be having a different call.
  28. Gemma Thorne
    Gemma Thorne None
    Okay. That makes sense. I'll take it.
  29. Amara Obi
    Amara Obi None
    And all the connectors you've got set up are loading as they should. Your CRM, the helpdesk, the accounting system, the shared drive. I've nothing flagged on any of them.
  30. Gemma Thorne
    Gemma Thorne None
    Good. Because I'll be honest, that was the thing I was most nervous about. We changed a couple of things on the service desk side a while back and I thought, oh no, that'll break it.
  31. Amara Obi
    Amara Obi None
    It hasn't. I checked before the call, because I wanted to be sure I wasn't telling you something that was out of date. The records from the helpdesk have kept flowing.
  32. Gemma Thorne
    Gemma Thorne None
    Brilliant. Right, can I show you what I've been doing for the review? Because I think it's the best example I've got.
  33. Amara Obi
    Amara Obi None
    Please. I'd love to see it. Go ahead and share when you're ready.
  34. Gemma Thorne
    Gemma Thorne None
    Okay, give me a second. Where's the, hang on. I've got far too many windows open. There. Can you see the page?
  35. Amara Obi
    Amara Obi None
    I can. That's your client page, yes? It's got the fleet summary at the top.
  36. Gemma Thorne
    Gemma Thorne None
    Yes. So this is the client I'm reviewing next week. I'm not going to say which one on a recorded call, but you'll get the idea. Fleet size at the top, then the queries that have come in from their drivers, then the invoices. And I've asked it to tell me what was queried most and what happened to those queries.
  37. Amara Obi
    Amara Obi None
    And that's the chat answering, is it? Or is that a page someone has built?
  38. Gemma Thorne
    Gemma Thorne None
    A bit of both. One of my account managers built the page, and the chat sits underneath. Which, I'll be honest, I didn't expect. I thought I'd be the one doing this and instead she just did it one afternoon.
  39. Amara Obi
    Amara Obi None
    That's really good. That's the dashboards builder doing its job, and it's a sign of investment from your side, not ours. People don't build things in a tool they've given up on.
  40. Gemma Thorne
    Gemma Thorne None
    Well, she built one for a second client as well. I think she's got the bug.
  41. Amara Obi
    Amara Obi None
    Ha, good. Can I ask, what did the review used to look like? Before this?
  42. Gemma Thorne
    Gemma Thorne None
    Oh, a mess. A day, maybe more, of someone stitching it together. And then someone would say, that doesn't match what the service desk told me. And we'd be back to checking. Now I can ask, what did the client actually see? And get the actual queries, with the dates, in one go.
  43. Amara Obi
    Amara Obi None
    That phrase, what did the client actually see. Is that how you put it to the team?
  44. Gemma Thorne
    Gemma Thorne None
    It's how I put it to everyone. Because the question is never what do we think happened, it's what did the driver or the fleet manager experience. And the service desk and the account managers used to answer that differently. Now it's one answer.
  45. Amara Obi
    Amara Obi None
    And the service desk are happy with that? Because sometimes when a shared view appears, the people whose work is in it feel exposed.
  46. Gemma Thorne
    Gemma Thorne None
    I did worry about that. I ran a service desk myself for years, so I know that feeling. But no, I made a point of getting the service desk in on it early. They're the ones who get to say, here's what actually happened, rather than someone guessing. If anything they like it, because their notes are finally being read.
  47. Amara Obi
    Amara Obi None
    That's lovely. I'd like to hear more of that at the next QBR, actually. A couple of examples like that go a long way, and they help me tell the story back to our side as well.
  48. Gemma Thorne
    Gemma Thorne None
    Sure. I can pull a couple together. Not the client names though.
  49. Amara Obi
    Amara Obi None
    No, absolutely not. Just the shape of it. How long it took before, how long now, who was in the room.
  50. Gemma Thorne
    Gemma Thorne None
    Right. I can do that.
  51. Amara Obi
    Amara Obi None
    So, speaking of which, can we get the next QBR in the diary? I know it's a few weeks off, but your diary is worse than mine, and I'd rather find a slot now.
  52. Gemma Thorne
    Gemma Thorne None
    Ha. Fair. Yes. Send me a couple of options and I'll try to bring the service desk lead and one of the account managers. I want them in the room.
  53. Amara Obi
    Amara Obi None
    Perfect. I'll send those today. Now, can I talk about the contract for a minute? I don't want it to be a surprise later.
  54. Gemma Thorne
    Gemma Thorne None
    Go on. It's the renewal, isn't it?
  55. Amara Obi
    Amara Obi None
    It is, though it's some way off. So you came on with us on 2 Dec 2025. The term runs to 1 Dec 2026, and the renewal date on our side is 2 Dec 2026. You're on Growth at £41,800 a year, and that's what's on the order form and what's been invoiced. Nothing odd there, no differences between the two.
  56. Gemma Thorne
    Gemma Thorne None
    Right. And that's paid, I assume. Finance haven't said anything to me.
  57. Amara Obi
    Amara Obi None
    Paid, on time, nothing outstanding. So nothing to worry about there.
  58. Gemma Thorne
    Gemma Thorne None
    Good. And what happens, practically, as it gets closer?
  59. Amara Obi
    Amara Obi None
    So about three months before the end of the term I'll send you the renewal notice, and we'll have a proper conversation about what you want the next year to look like. Same tier, more users, more connectors, another team, whatever it turns out to be. What I'd like to do between now and then is make sure that when you sit down with your boss you've got a clear picture of what the brain has actually done for you.
  60. Gemma Thorne
    Gemma Thorne None
    Yes. That's useful, because I don't take that decision on my own. It goes to my boss, and I'd want to be able to show him more than I like it.
  61. Amara Obi
    Amara Obi None
    Of course. And you shouldn't have to. That's my job. So here's what I'd suggest. I'll put together a short summary, one page, with usage over the year, questions asked, who's using it, and your examples from the client reviews. Something you can forward without editing.
  62. Gemma Thorne
    Gemma Thorne None
    That would be great. He's quite numbers-driven, so the before and after on the review prep is the bit I think he'll care about. How many hours it used to take.
  63. Amara Obi
    Amara Obi None
    Do you have a rough idea of the hours? I don't want to put a number in that isn't yours.
  64. Gemma Thorne
    Gemma Thorne None
    Not an exact one. Let me ask the account managers and give you something honest. I'd rather say about a day, and mean it, than quote something fancy.
  65. Amara Obi
    Amara Obi None
    That's exactly right. I'll leave a space for it and we'll fill it in together.
  66. Gemma Thorne
    Gemma Thorne None
    Okay. Can I ask something a bit awkward?
  67. Amara Obi
    Amara Obi None
    Always.
  68. Gemma Thorne
    Gemma Thorne None
    When we renew, is the price going to move? I don't want to promise my boss it stays the same and then get told otherwise.
  69. Amara Obi
    Amara Obi None
    Fair, and I'd rather not guess on a recorded call. What I can say is that the figure today is £41,800 on your order form, and that's the number I'll work from. I'll come back to you with the proposed renewal terms in writing when the notice goes out, and I'll check with Sophie, who looks after the commercial side, before then so you aren't surprised.
  70. Gemma Thorne
    Gemma Thorne None
    That's fair. Thank you. I'd just rather know early.
  71. Amara Obi
    Amara Obi None
    Completely agree. And if you'd like, I can ask Sophie to join the QBR, so you can raise it with her directly.
  72. Gemma Thorne
    Gemma Thorne None
    Yes, let's do that. Having the two of you in the room would help.
  73. Amara Obi
    Amara Obi None
    Done. I'll put that in the invite. Okay, anything else on your side? Anything you wish the brain did that it doesn't yet?
  74. Gemma Thorne
    Gemma Thorne None
    Hm. A couple of things. One, the account managers sometimes ask it for a client and it answers about the wrong fleet, because a client has several. So I keep saying, which client, which fleet? And I wonder if there's a way of making it ask that back.
  75. Amara Obi
    Amara Obi None
    Interesting. That's less a bug and more about how people phrase the question, I think. But I'd like to look at it properly. Could you send me two or three examples where it picked the wrong fleet? Just the question as typed.
  76. Gemma Thorne
    Gemma Thorne None
    I can. I'll grab a few from the account managers this week.
  77. Amara Obi
    Amara Obi None
    Great. If it's a how-to thing, I can show people a better way of asking, and if it's something in the data, I'll take it to our side. Either way, you get an answer.
  78. Gemma Thorne
    Gemma Thorne None
    Good. And the second thing is smaller. It's just that I'd like to know who's not using it. I know it's nine or ten a day, but I've got forty licences and I'd like to see who's got one and never opens it.
  79. Amara Obi
    Amara Obi None
    I can do that. I'll put a list of licensed people with their last activity into the summary. Then you can decide whether it's a nudge, a training session, or reassign the licence to someone who will use it.
  80. Gemma Thorne
    Gemma Thorne None
    Perfect. That's more or less what I'd have asked for. Though I don't want it to look like I'm policing people.
  81. Amara Obi
    Amara Obi None
    It won't. I'll frame it as who might want a hand. Which is genuinely what it is.
  82. Gemma Thorne
    Gemma Thorne None
    Good. Oh, and one more. Is there any training for new starters? We've got two joining the account management side in the autumn, and I don't want to be the one doing the walkthrough every time.
  83. Amara Obi
    Amara Obi None
    Yes, absolutely. I can run a session for new starters, and if you'd like we can record it so you've got something to point people at. Let me know the dates and I'll fit around them.
  84. Gemma Thorne
    Gemma Thorne None
    Lovely. I'll let you know once HR have confirmed the start dates.
  85. Amara Obi
    Amara Obi None
    Brilliant. Then I think I've got a good list. Let me read it back, and you tell me if I've missed anything.
  86. Gemma Thorne
    Gemma Thorne None
    Go on.
  87. Amara Obi
    Amara Obi None
    One, I'll send you QBR options today, with Sophie invited. Two, I'll do a short walkthrough for remarketing if their team lead says yes. Three, you'll send me a few examples where it answered about the wrong fleet. Four, I'll put together the one-page summary with usage, questions asked and the list of licences that aren't being used, and you'll help me with the hours saved on review prep. Five, I'll run a session for your new starters once you've got dates.
  88. Gemma Thorne
    Gemma Thorne None
    That's everything. I'd add that I'll send you a couple of client review examples for the QBR, without the names.
  89. Amara Obi
    Amara Obi None
    Yes, good, that's six. Thank you.
  90. Gemma Thorne
    Gemma Thorne None
    Can I just say, it's nice to have a check-in that isn't me complaining. I've had that kind of call with other suppliers and it's usually a list of things that are broken.
  91. Amara Obi
    Amara Obi None
    Well, I'm glad. Honestly, it's the better kind of call for me as well. And for what it's worth, a lot of what's going well is down to how you set it up in the first place. You brought the service desk in and you picked a real problem to solve, which is why it's stuck.
  92. Gemma Thorne
    Gemma Thorne None
    Thanks. That's kind. I think it also helped that it was about keeping the clients we've already got. Everyone cares about that. Nobody wants to lose a corporate fleet over a review that was badly prepared.
  93. Amara Obi
    Amara Obi None
    No, quite. Right, I'm conscious of time. We've got a few minutes left, if you want to use them. Is there anything you'd like me to look at while we're both here? I can pull up something in the usage if it helps.
  94. Gemma Thorne
    Gemma Thorne None
    Actually, yes. Could you show me the questions by team? I've got a feeling the service desk are asking a lot and the account managers fewer than I'd think.
  95. Amara Obi
    Amara Obi None
    Sure, one second. Let me change the view. Right, so, here. You're partly right. The service desk are the heaviest group, then the account managers, and then a small tail of everyone else. But the account managers are growing fastest, so I'd expect that gap to narrow.
  96. Gemma Thorne
    Gemma Thorne None
    Okay. That's what I'd hoped. I think the service desk just got there first because it's a natural fit. What did the driver ask, what did we say.
  97. Amara Obi
    Amara Obi None
    Yes. And that's a good foundation, because it's the data the account managers need for the reviews anyway. So the more the service desk use it, the better the account manager answers get.
  98. Gemma Thorne
    Gemma Thorne None
    That's a nice way of putting it. I'll use that.
  99. Amara Obi
    Amara Obi None
    Please do. Anything else you'd like to see?
  100. Gemma Thorne
    Gemma Thorne None
    No, I think that's it. Oh, actually, one thing. Is the quarterly review, the QBR, is that something where we should look at adding more connectors? I know we've got a few set up. Is there more we could plug in?
  101. Amara Obi
    Amara Obi None
    Yes, it's a good place for it. Growth includes eight connectors and you're using some of those, so there's room. What would you want to add, if you could?
  102. Gemma Thorne
    Gemma Thorne None
    Hm. Probably the telematics side, so we could see what a vehicle's actually been doing. But I don't know whether that's something you can connect or whether it's a whole separate thing.
  103. Amara Obi
    Amara Obi None
    I don't want to say yes or no without checking, because it depends on what the system is and how it exposes its data. If you can tell me what it's called, I'll ask our team whether it's something we can bring in. Then at the QBR I'll have a proper answer.
  104. Gemma Thorne
    Gemma Thorne None
    Okay, I'll find out what the actual product is. I think it's run by someone in operations, so I'll chase.
  105. Amara Obi
    Amara Obi None
    Perfect. That would be a good thing to have on the table before the renewal, because it would be something new for your boss to look at, rather than just more of the same.
  106. Gemma Thorne
    Gemma Thorne None
    Yes. Exactly. Right, I should probably let you go. Or rather, I have another call at half past, so I should go and find a coffee.
  107. Amara Obi
    Amara Obi None
    Of course. Thank you for the time, Gemma, and thank you for showing me the review page. It's really good to see it being used for something real.
  108. Gemma Thorne
    Gemma Thorne None
    Thank you for the numbers. It helps to see it in a chart. Honestly, I'll probably borrow that usage graph for my own team update.
  109. Amara Obi
    Amara Obi None
    Please do. I'll send you the image with the QBR options, so you don't have to screenshot it.
  110. Gemma Thorne
    Gemma Thorne None
    Even better. Right. Speak soon, then.
  111. Amara Obi
    Amara Obi None
    Speak soon. Good luck with the review next week, I hope it goes really well.
  112. Gemma Thorne
    Gemma Thorne None
    Thanks, Amara. Bye for now.
  113. Amara Obi
    Amara Obi None
    Bye, Gemma.
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