Follow-up: user add-on and customer service access
Email thread Harrowden Foods: documents · sales
After the planners' add-on of twenty users at £4,405 plus VAT, Gemma Holt asks to add customer service too. Rajesh Mistry wants it quoted separately for cost per head. Lewis Kerr owes a quote.
What was said
What this says
Current to 11 Oct 26After the planners' add-on of twenty users at £4,405 plus VAT, Gemma Holt asks to add customer service too. Rajesh Mistry wants it quoted separately for cost per head. Lewis Kerr owes a quote.
Ask: Gemma asked what it would cost to add customer service and whether it fits within the users already being added.
Customer view: account managers use the brain and planners value seeing retailer complaints next to orders. Rajesh wants a separate figure so he can see cost per head for each team.
Next: Lewis to send a quote including the VAT position, co-termed to renewal. Owen Tallis was copied as VP Sales reviewing expansions.
The thread
Updated 9 Oct 26Messages
Lewis Kerr 16 Jun 2026 12:00Rajesh, Gemma, Thank you both for the call this morning. A short note so we all have the same picture. - The add-on is for twenty more users on your Growth subscription, sitting alongside your current 40. - It is priced at £4,405 plus VAT and co-termed to your renewal on 4 Jan 2027. - Rajesh wanted to see usage before signing, and Gemma is going to share the latest figures. I've copied Owen Tallis, our VP Sales, as he looks over every expansion before it goes out. The order form is with Rajesh. What would help me is a list of the planners who need access, so we can set them up as soon as it is signed. Kind regards, Lewis
Gemma Holt 18 Jun 2026 08:06Hi Lewis, Thanks for the recap. The account managers love it, and the planners are going to get a lot out of seeing retailer complaints next to orders. Rajesh is reviewing the order form today, so I expect you'll hear from him soon. I'll send the list of planners once it's signed. One question while I have you: can we get customer service on too? They are the people who take the retailer calls, and the account managers keep passing them screenshots. What would it cost to add them, and does it fit within the users we're already adding? Cheers, Gemma- Lewis Kerr 18 Jun 2026 09:52Gemma, Rajesh, Thanks, Gemma. Good to hear the account managers are using it. On customer service: whether they fit depends on how many people you want on and which teams hold the seats. I don't want to quote from memory, so I'll check the numbers against your current licence and come back to you with a figure, including the VAT position, rather than guess. The simplest way for me to do that is a headcount for customer service and a view from Rajesh on whether this should sit in the same order or a separate one. Either way, it can be co-termed to your renewal. Kind regards, Lewis
- Gemma Holt 23 Jun 2026 12:28Hi Lewis, Quick one. Customer service have given me a headcount, and I've talked it through with Rajesh. He would like the figure kept separate from the planners' add-on so he can see the cost per head for each team. Can you send the quote when you have it? Happy to jump on a call if it's easier. Cheers, Gemma