Carnmoor check-in notes and next steps
Email threadAmara Obi's notes show average use of around five people a month and mostly idle seats, with no tickets or overdue invoices. Gemma Thorne agreed a service desk trial but defers any view on idle licences until she has spoken to Ian.
What was said
What this says
As at Fri 9 Oct 2026Amara Obi's notes show average use of around five people a month and mostly idle seats, with no tickets or overdue invoices. Gemma Thorne agreed a service desk trial but defers any view on idle licences until she has spoken to Ian.
Ask: Amara set out agreed actions: a service desk trial for driver queries, a refresher for account managers, and a review of who holds a licence without using it. She wants a clear picture before Ian meets Sophie Ling.
Customer view: Gemma will trial it only if it answers a genuine driver query, not a demo. She will not take commercial decisions without Ian.
Next: Amara needs the client name from Gemma, a real fleet set-up for the service desk lead, and to send the idle list to Gemma first.
The thread
Updated 9 Oct 26Messages
Amara Obi 2 Sep 2026 10:08Hi Gemma, Thanks for your time on the check-in. Here are my notes, so we're working from the same page. What the numbers say: - Active use has fallen again since we last looked. The average is now around five people a month, and it was higher last quarter. - The 40 licensed users are mostly idle. A small group of account managers account for nearly all the questions. - No tickets, no overdue invoices, so nothing has been going wrong on the support side. This looks like a rollout and habit issue, not a fault. What we agreed: - You'll ask the service desk team lead whether they'd try the brain for driver queries, so someone there can see a client's fleet and invoices in one place. - I'll run a short refresher for the account managers, built around a real client review you have coming up. - We'll look at who holds a licence and doesn't use it, so the renewal conversation with Ian is based on seats that are actually used. The term ends on 1 Dec 2026, so I'd like us to have a clear picture before Ian sits down with Sophie. Could you let me know which client review would be the best one to build the refresher around? Let's get the next check-in in the diary once you've had a chance to speak to the service desk. Best, Amara
Gemma Thorne 7 Sep 2026 11:07Hi Amara, Sorry for the slow reply, it's been a busy week and I wanted to have something real to tell you. The service desk lead is willing to try it, with a caveat: she wants to see it answer a genuine driver query first, not a demo. What did the client actually see? That's her test, and it's a fair one. Can you set up something using one of our corporate fleets so she can ask the questions herself? For the refresher, use the review I have coming up for one of our larger corporate fleets. I'll send you the client name separately so it isn't floating around in a long thread. On the unused licences, I'd rather not take a view until I've spoken to Ian. He wants the numbers before anything else, and I don't take commercial decisions without him. Please send the list of idle users to me first and I'll walk him through it. Thanks, Gemma