Carnmoor Fleet Leasing / BB-Demo – Qbr
Callcompleted
Carnmoor Fleet Leasing · 2026-07-27 15:45
Growth QBR for Carnmoor. Data is healthy, but use is narrow against forty licensed users. Finance Director Ian Prendergast wants renewal terms in pounds and says he does not renew on autopilot.
What was said
What this says
Current to 13 Oct 26Growth QBR for Carnmoor. Data is healthy, but use is narrow against forty licensed users. Finance Director Ian Prendergast wants renewal terms in pounds and says he does not renew on autopilot.
What happened: Amara Obi ran the Growth QBR with Gemma Thorne, Kofi Asamoah and Ian Prendergast. Usage is steady but narrow: just under nine active users against forty licensed, and no remarketing or finance use yet.
Customer view: Gemma wants to keep it and will own bringing other teams on. Ian said "I don't renew anything on autopilot" and wants more people using it by the autumn.
Commercial: The order form value is £42k a year and matches what has been invoiced. The contract runs to 1 Dec 2026, with renewal on 2 Dec 2026. Amara promised the base, the uplift in pounds and the first-term discount treatment on one page.
Watch: Six of eight connectors are configured, so there is room for remarketing or finance sources. Two clients appearing under two names between the CRM and the leasing system need tidying first.
Themes
Current to 9 Oct 26Theme
Growth QBR, under-used licences
Importance
renewal
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 Obi to send the usage summary with licensed and active users on the same page, then the written renewal terms to Ian Prendergast.
- Kofi Asamoah to send Gemma Thorne the list of mismatched client names before changing any mapping.
- Gemma Thorne to name remarketing and service desk people for a thirty-minute session within a couple of weeks.
Risks
Current to 9 Oct 26- Just under nine active users against forty licensed gives Ian a value case to challenge at renewal.
- Ian says he will take a different view if use is still at nine by the end of the year.
- Renewal terms must be shown in pounds with the base and first-term discount treatment, or trust is lost.
Opportunities
Current to 9 Oct 26- Remarketing and service desk teams were in the original scope and have not started, so extra users are possible.
- Two free connectors could take a finance source for cost to serve by client.
- A client-review dashboard would deepen use of the Growth dashboards builder.
Transcript
Amara Obi NoneHello, can you hear me all right? I've got Gemma and Kofi on already, I think Ian's just joining.
Gemma Thorne NoneAfternoon, Amara. Yes, loud and clear. Ian's coming, he's just finishing something with the funding team.
Kofi Asamoah NoneAfternoon. Audio's fine this end.
Ian Prendergast NoneSorry, sorry. Afternoon all. Am I late? I thought we said quarter to four.- Amara Obi NoneRight on time, Ian, we've only just started. Thanks for making it. Good week so far?
- Ian Prendergast NoneBusy. Month end has a way of arriving early in a leasing business. Fine, though. Shall we crack on?
- Amara Obi NoneLet's. So for anyone who hasn't done one of these with me properly, I'm Amara, I look after your account on the customer success side, and this is the quarterly review that comes with Growth. The idea is simple: here's what the numbers say, what's working, what isn't, and what you want from us next. Before I share anything, can I ask what good looks like for you this quarter?
- Gemma Thorne NoneI'll go first, because it's my review season. I'm preparing the client reviews for the corporate fleets, and what I want is for the account managers to walk in with the same picture the service desk has. Not three versions of the same client. So for me, good is that I can open one place and say, right, this client, these vehicles, these queries, these invoices, and nobody argues about the figures.
- Amara Obi NoneThat's clear. Kofi?
- Kofi Asamoah NoneMine's boring, I'm afraid. Loads that finish every night, a client list that matches the leasing system, and fewer spreadsheets. If those three are true I'm happy.
- Amara Obi NoneBoring is exactly what we want from a data load, so I'll take that. Ian, you were going to say something.
- Ian Prendergast NoneI'd like to know what has changed since the order form. Not the marketing version. What are we using, what are we paying for, and what does the gap look like. We signed on 2 Dec 2025 and we're coming up to the point where I have to take a view.
- Amara Obi NoneFair, and I'll come to the contract at the end so it doesn't hang over the rest. Let me share my screen. Can you see the usage page?
- Gemma Thorne NoneYes, I can see it. A bit small.
- Amara Obi NoneI'll make it bigger. Is that better?
- Gemma Thorne NoneMuch better, thanks.
- Amara Obi NoneOkay. Headline first. Over the last thirty days you've had just under nine people active on average. Against the previous quarter that's up around five per cent. So a small rise, steady rather than dramatic. You're licensed for forty on Growth, so I want to be straight about that gap, because I know it'll be the first thing Ian asks.
- Ian Prendergast NoneIt is the first thing I'm asking. Forty licensed, just under nine active. What does that cost per user who actually logs in? Because I can do that sum myself, and I don't love the answer.
- Amara Obi NoneI'd rather you did the sum with me than alone. Contracted annual value is £41,800, and that matches what's been invoiced, so no surprises there. Per active user, yes, it's a high number today. But two things. One, forty is the entitlement for Growth, it's how the tier is built, not forty seats you've each been charged for. And two, active users is a lagging measure. The better one is questions asked, and who's asking them.
- Ian Prendergast NoneGo on. Who's asking them?
- Amara Obi NoneMostly client services. Gemma's team, and a handful of the corporate account managers. A few from Kofi's side on the data and MI questions. What I don't see yet is the remarketing team, and I see very little from finance.
- Ian Prendergast NoneFinance being me, among others.
- Amara Obi NoneAmong others, yes. Not a criticism, Ian. It's just where the headroom is.
- Gemma Thorne NoneCan I come in on remarketing? Because that was part of why we bought it. The idea was remarketing would see what the client had been running, mileage, condition, how the fleet was handled, before the vehicles come back. Which client, which fleet, that kind of thing. But they haven't really picked it up. I think they don't know it's there, honestly.
- Amara Obi NoneThat's useful, thank you. So that's a team that was in the original scope and isn't using it. Who else should have access? Is it the whole remarketing group, or one or two people who'd lead?
- Gemma Thorne NoneOne or two, to start. I'd rather have two who use it than eight who don't. Let me get the service desk in on this as well, actually. They're the ones who know what the driver said when the vehicle went back.
- Kofi Asamoah NoneWhich source would remarketing need? Because if it's the same leasing system feed we already load, that's easy. If they want something from their own tools, that's a new connector and I'd want to look at what we have spare.
- Amara Obi NoneGood question, Kofi. Growth gives you eight connectors. I'll put on the screen what's configured today so we're not guessing.
- Amara Obi NoneSo, you have the CRM, the helpdesk, the accounting system, the leasing system extract, Microsoft 365 for mail and files, and the call recorder. That's six of the eight. Two free.
- Kofi Asamoah NoneRight. That matches what I have. I'd keep one free for whatever Ian wants out of finance, if he wants anything.
- Ian Prendergast NoneI might. What would I get? Concretely. Not a demonstration, a use.
- Amara Obi NoneCost to serve by client is the obvious one. You've got the tickets and the calls on one side and the invoices and margin on the other. Today those sit in different places, so someone builds that picture by hand each time. With the accounting system and the leasing extract both in, you could ask it per client, and see it against the queries the service desk handled.
- Ian Prendergast NonePer client is not per vehicle.
- Amara Obi NoneNo. Per vehicle depends on how the leasing extract is keyed. Kofi would know better than me.
- Kofi Asamoah NoneIt's keyed by contract and vehicle, so per vehicle should be possible. I'd want to check the client list first, though. That's a mapping question, not a bug, but there are a few clients that appear under two names between the CRM and the leasing system. I'd want that tidy before anyone puts a cost against it.
- Gemma Thorne NoneThat's the one that bites me. Two names, two versions of a client. I've had an account manager quote a number for one and the service desk quote another.
- Amara Obi NoneThen that's a real action, not a nice-to-have. Kofi, is that something you can scope without me?
- Kofi Asamoah NoneI can list them. I'll check last night's load as well and pull the names that don't line up. I won't change any mapping until I've told Gemma which ones.
- Gemma Thorne NoneThank you. Yes, please tell me first.
- Amara Obi NoneOkay. Let me do health, then, because Kofi's loads are the foundation. Records indexed have been growing steadily through the quarter, no flat spells, no connector that's stopped loading. Nightly refresh has been completing before seven in the morning on business days. No availability issues in the period. So the boring thing is true.
- Kofi Asamoah NoneAgreed. I get the notification each morning and there's been nothing I've had to chase.
- Amara Obi NoneTickets, last thirty days: two. Neither was high priority, both are closed, and both got a response inside what Growth commits to. Kofi, you raised those?
- Kofi Asamoah NoneI think so, yes. One was a how-to on a filter, the other was me checking how something showed up after a load. Nothing alarming. Support was quick enough, I've no complaint.
- Ian Prendergast NoneTwo tickets in a month and nobody's cross. Fine. I'll note that's the quiet end. What I'm less sure about is whether quiet means healthy or means nobody is looking.
- Amara Obi NoneThat's a fair worry, and I'd rather you said it. My honest read is a bit of both. The core users are active and growing, the data is healthy, and there are teams who haven't started. Healthy but under-used. Which is why I'd like us to get the next group in before renewal, not after.
- Gemma Thorne NoneWhat would that look like? I don't want a training day that nobody remembers.
- Amara Obi NoneAgreed. I'd suggest a short session, thirty minutes, built around a real review you're preparing. You bring one client, we ask the brain the questions your account manager would ask, and people see their own data rather than a demo. Then whoever's interested gets access.
- Gemma Thorne NoneI like that. I've got a corporate fleet review coming up. I could use that one, as long as the client name isn't shared more widely than it needs to be.
- Amara Obi NoneUnderstood. Access follows the permissions you've set, so it'd only show what the people in the room can already see.
- Kofi Asamoah NoneI can confirm that bit. Permissions mirror the source, so I'd just check the group before we run it.
- Ian Prendergast NoneWhile we're on use. Dashboards. Growth includes the builder, I believe. Have we built any, and is anyone looking at them?
- Amara Obi NoneA few, mostly Kofi's, and a couple of Gemma's team's. Viewing is modest. Honestly, dashboards are secondary for me, but they show investment, and I'd like to see one for client reviews because that's Gemma's main use.
- Gemma Thorne NoneA single page per client that the account manager and the service desk both open. That's the dream. Agreed numbers.
- Kofi Asamoah NoneI can build the skeleton once the client list is clean. It'd save you doing it by hand, Gemma.
- Gemma Thorne NonePlease. Though I'd want to see it before any client does. I won't promise a report I haven't seen.
- Amara Obi NoneCompletely sensible. Nothing goes outside until you've signed it off.
- Ian Prendergast NoneRight. Contract. I've been patient. Where do we stand?
- Amara Obi NoneOkay. Your contract runs to 1 Dec 2026, and the renewal date is 2 Dec 2026. The order form value is £41,800 a year and invoiced is the same, so those agree. There's a renewal notice that comes from me ahead of that, and I'd like to have a proper conversation with you before the notice, not at the same time.
- Ian Prendergast NoneAnd the price at renewal? Is it the same?
- Amara Obi NoneI'm not going to give you a number on this call that I haven't got in front of me in writing, because I'd rather be exact. What I can do is send you the renewal terms in pounds, against the current figure, so you can see the difference rather than a percentage on its own.
- Ian Prendergast NoneShow me the uplift in pounds, and the base it's calculated on. A percentage without a base is useless to me. And if there's a discount in the current term, tell me whether it carries.
- Amara Obi NoneYes. Base, uplift in pounds, and what happens to any first-term discount. All three, in one page.
- Ian Prendergast NoneGood. I'll take a view when I've seen it. I don't renew anything on autopilot, and I'd rather you heard that now.
- Amara Obi NoneI'd expect nothing else. And honestly it helps me, because it means I have to show value, not just send a form.
- Gemma Thorne NoneIan, for what it's worth, I'd like to keep it. The review process is already different. I just need the other teams on it so it's not me and a few people carrying the whole thing.
- Ian Prendergast NoneUnderstood, Gemma. And that's what I'd want to see by the autumn. More people using it. If it's still nine at the end of the year, I'll have a different conversation.
- Gemma Thorne NoneFair. I'll own that.
- Amara Obi NoneCan I suggest we make that concrete, then? Three things between now and the next review. One, the client list tidy-up, Kofi. Two, the remarketing and service desk session, Gemma. Three, me coming back to Ian with the renewal terms in writing. Does that sound right?
- Kofi Asamoah NoneThat works. I'll send Gemma the list of mismatched client names first, before I touch anything.
- Gemma Thorne NoneAnd I'll come back to you with who from remarketing and the service desk. Give me a couple of weeks, I've got reviews to get through.
- Amara Obi NoneA couple of weeks is fine. I'll send over the usage summary today, so you've got the numbers I showed. It'll have users, questions asked, and the connector list. If anything in it looks wrong to you, say so.
- Ian Prendergast NoneSend it to me as well. And include the licensed number alongside the active number, so I'm not squinting at two documents.
- Amara Obi NoneWill do. Licensed forty, active just under nine, same page.
- Ian Prendergast NoneGood.
- Kofi Asamoah NoneOne more thing from me, quickly. When we add people, does anything change on the nightly load? Because I'd rather not find out the hard way that forty users all asking at eight in the morning is slow.
- Amara Obi NoneFair question. The load runs overnight and finishes before seven, so people querying in the morning are reading the finished data. More users doesn't slow the load. If you ever saw slow answers, raise it and I'll get it looked at, but it isn't something I'd expect.
- Kofi Asamoah NoneOkay. That's what I assumed, I just wanted to hear it said.
- Gemma Thorne NoneAmara, can I ask about the next review? You said get it in the diary. Is it going to be before the renewal or around it?
- Amara Obi NoneBefore. I'd rather we had one more QBR ahead of the renewal conversation, so it's not the first time Ian sees the new numbers. I'll send a few slots after this call and you pick what suits.
- Ian Prendergast NoneSend me the slots too. I'll make it if it doesn't clash with the board pack.
- Amara Obi NoneI'll avoid the board week if you tell me which one it is.
- Ian Prendergast NoneI'll put it in the reply.
- Amara Obi NoneAnything else anyone wants to raise? Otherwise I'll close and get the notes out.
- Gemma Thorne NoneNot from me. This was useful. I'll get the service desk lead on the call for the session.
- Kofi Asamoah NoneNothing. I'll check last night's load before I go home, as usual.
- Ian Prendergast NoneNothing further. I've got what I need to be going on with, which is the numbers in pounds. Thank you, Amara.
- Amara Obi NoneThanks, all. To recap: Kofi sends Gemma the client name mismatches, Gemma lines up remarketing and the service desk, I send the usage summary today and the renewal terms in writing to Ian, and I'll circulate dates for the next QBR. Best, Amara, as I'll sign it. Speak soon.
- Gemma Thorne NoneThanks, Amara. Speak soon.
- Kofi Asamoah NoneCheers all.
- Ian Prendergast NoneGood afternoon.
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