Customer service access to the brain: questions after the demo
Email thread Harrowden Foods: documents · sales
Kelly Sharpe, who would lead customer service use, asked three direct questions on visibility, access and timing. She is broadly comfortable but says the £62,000 plus VAT total is not hers to approve, so Gemma Holt takes it on.
What was said
What this says
Current to 11 Oct 26Kelly Sharpe, who would lead customer service use, asked three direct questions on visibility, access and timing. She is broadly comfortable but says the £62,000 plus VAT total is not hers to approve, so Gemma Holt takes it on.
Ask: Kelly wants her team to see a complaint and its order without switching systems. She also asked whether her team could see retailer pricing and how soon they could use the brain.
Customer view: She says the access answer is clear and she is broadly comfortable. Price is the sticking point, and approval sits with Gemma and above.
Next: Lewis Kerr owes the timing in the proposal, and the decision is aimed at 12 Dec 2025. The evidence does not show a reply on timing yet.
The thread
Updated 9 Oct 26Messages
Lewis Kerr 3 Nov 2025 17:07Hello Gemma, hello Kelly, Thank you both for your time today. Kelly, it was good to meet you properly and hear how your team handles retailer complaints at the moment. To recap what I took away: you want your customer service team to see a retailer's complaints next to that retailer's orders, so they can answer a service-level query without asking someone in commercial insights. Could you send me the questions you would most want the brain to answer for your team? I will pass them to Hannah so she can check each one against the sources and tell you honestly which ones it can answer from day one. The proposal remains aimed at a decision on 12 Dec 2025, so we have time to get this right. Kind regards, Lewis
Kelly Sharpe 4 Nov 2025 11:08Hello Lewis, Thanks for the recap, that's accurate. My main questions are these. Can my team see a complaint and the order it relates to without switching between systems? Would my team members see anything in the brain that they shouldn't, such as pricing between us and a retailer? And roughly how long would it take before my team could actually use it? I'd rather know the awkward answers now. Kelly- Lewis Kerr 4 Nov 2025 11:24Hello Kelly, Thank you, those are the right questions. Hannah will answer the access and visibility one in writing, because I would rather she gave you the exact position than me paraphrase it. On timing, the implementation is a fixed-fee piece of work with a set number of weeks, which I will state in the proposal rather than from memory. I'll send that over today. Kind regards, Lewis
- Kelly Sharpe 5 Nov 2025 11:42Lewis, Thanks, I have had the proposal and Hannah's note. The answer on access is clear enough for me. I'll go through the timing with Gemma this week and come back to you if anything is still unclear. I'm broadly comfortable. The sticking point will be the total of £62,000 plus VAT, which isn't mine to approve, so Gemma will take it from here. Kelly On 4 Nov 2025, at 11:24, Lewis Kerr wrote: > Hannah will answer the access and visibility one in writing.