Following up on your support ticket
Email thread Harrowden Foods: documents · support
Gemma Holt confirms the resolved ticket now gives correct answers, says account managers love the brain, and asks about adding customer service and the cost. Any spend needs her director's approval.
What was said
What this says
Current to 11 Oct 26Gemma Holt confirms the resolved ticket now gives correct answers, says account managers love the brain, and asks about adding customer service and the cost. Any spend needs her director's approval.
Ask: Gemma confirms the fix after Olivia Grant's follow-up on 29 Jun 2026. She then asks to bring the customer service team onto the brain and wants to know the cost of anything extra.
Customer view: positive. The numbers now match the account managers' own reports, and more of them log in each week. She says they are well inside their 60 users.
Next: this is an upsell conversation, not a fault. Spend needs sign-off from her director, so she needs clear options.
The thread
Updated 9 Oct 26Messages
Olivia Grant 29 Jun 2026 17:14Hi Gemma, A quick note to close the loop on the ticket you raised with us. It's marked as resolved on our side, but I'd rather hear from you that it really is before I leave it there. Could you have a go at the same question that tripped it up and tell me whether the answer now looks right? If anything still looks odd, send me the exact wording you used and I'll pick it straight back up. I know it was flagged as high priority for you, so thank you for being patient while we got to the bottom of it. Kind regards, Olivia Support Engineer, BB-Demo
Gemma Holt 2 Jul 2026 09:24Hi Olivia, Thanks for chasing this, and sorry for the slow reply, it's been a busy week with the retailer review coming up. I've re-run the same question and it's all fine now. The numbers match what the account managers see in their own reports, which is exactly what I wanted. Honestly the account managers love it, and more of them are logging in every week. One thing while I have you: can we get customer service on? Our customer service team keep asking me for the same retailer complaint figures and it would save everyone a lot of time if they could just ask the brain. We're well inside our 60 users, so I'm hoping it's just a case of setting them up. What would it cost to add anything extra if it isn't? I'd need to run any spend past my director before I say yes to anything, but I'd like to know the options. Cheers, Gemma