Carnmoor check-in: a time that works
Email threadAmara Obi raised falling use with Gemma Thorne, who owned it: account managers went back to spreadsheets in the summer. Gemma agreed a check-in, asked for usage by team, and said Ian is already questioning value.
What was said
What this says
As at Fri 9 Oct 2026Amara Obi raised falling use with Gemma Thorne, who owned it: account managers went back to spreadsheets in the summer. Gemma agreed a check-in, asked for usage by team, and said Ian is already questioning value.
Ask: Amara cited a drop in active users and no tickets, and asked for forty minutes before it became a renewal conversation. Gemma took it well and asked for usage by team and client.
Customer view: She puts the cause on short staffing, not the product, and suspects the service desk never used the brain. She flags that Ian wants to know what Carnmoor gets for the money.
Next: Amara sends usage by team and user on Monday and the check-in is set for Tuesday at 10:00.
The thread
Updated 9 Oct 26Messages
Amara Obi 27 Aug 2026 14:04Hi Gemma, I'd like to get a check-in in the diary for the Carnmoor account. I should be straightforward about why: here's what the numbers say. Over the last quarter the number of people actually using the brain has dropped, and only a handful of your 40 licensed users are active in a typical month. Nobody has raised a ticket, which is lovely in one way, but it can also mean people have quietly stopped looking. I'm not assuming anything is wrong. It may be a seasonal dip, or a team that has moved onto something else. I'd just like to understand it from your side before it becomes a conversation about renewal. Could we have forty minutes, ideally next week? Two questions to think about beforehand: - who else should have access, and who has access but isn't using it? - which client reviews are you preparing where the brain should be the starting point? Best, Amara
Gemma Thorne 27 Aug 2026 15:43Hi Amara, Thanks for flagging this, and for saying it plainly. I'm not surprised, to be honest. A couple of the account managers went back to their own spreadsheets during the summer when we were short-staffed, and I haven't pushed them back. That's on me, not on the product. I'd also want to check whether the service desk has been using it at all, because I suspect not. Happy to do next week. Tuesday or Wednesday morning would be best. Can you send me the usage broken down by team before we speak? I want to know which client, which fleet, is being looked at and by whom, so I can see where the gaps are before I speak to Ian. He has already been asking me what we're getting for the money. Thanks, Gemma- Amara Obi 28 Aug 2026 11:10Hi Gemma, That's really helpful, and no blame from me: summer cover does this to every team. I'll pull the usage by team and by user and send it over on Monday, so you have it before Tuesday. Let's say Tuesday at 10:00 for the check-in. I'll send an invite now and you can move it if something comes up. One thing I'd suggest: bring one account manager and someone from the service desk if you can. It's much easier to talk about what's missing when the people doing the work are in the room. I'll also make sure Sophie knows we're talking, so Ian hears one consistent story from us. Best, Amara