Harrowden Foods / BG-Demo – Check In
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Harrowden Foods · 7 Apr 2026 11:15
Gemma Holt reported a retailer review win and wants customer service on the brain. Usage is well below the 40 licensed users, so no cost or order form change. Renewal on 5 Jan 2027 flagged early; Gemma called it an easy one.
What was said
What this says
As at Fri 9 Oct 2026Gemma Holt reported a retailer review win and wants customer service on the brain. Usage is well below the 40 licensed users, so no cost or order form change. Renewal on 5 Jan 2027 flagged early; Gemma called it an easy one.
What happened: Amara Obi ran a check-in on 7 Apr 2026. Gemma Holt described using the brain to prepare for a supermarket review and walk in ahead of the buyer's complaints.
Customer view: Gemma wants more of the business using it, starting with customer service. She said the account managers would riot if she took it away.
Commercial: Growth includes 40 users and usage is under a fifth of that, so customer service fits within the order form at £50k a year, which matches what has been invoiced. Gemma buys nothing without her director, so keeping this inside current seats avoids that step.
Watch: Gemma is a heavy user and the renewal is on 5 Jan 2027. The customer service names and the director's attendance at the QBR are still to come.
Themes
As at Fri 9 Oct 2026Theme
Customer service rollout, renewal
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Gemma Holt sends customer service names and work emails by the end of the week.
- Amara Obi sets up the walkthrough and sends the one-page question list.
- Amara Obi sends QBR options for mid-month, later in the week.
Risks
As at Fri 9 Oct 2026- Gemma is the main driver of use and takes purchases to her director, so the renewal decision sits with someone not on the call.
- The customer service names are not yet supplied, so the wider value case for renewal is not yet built.
Opportunities
As at Fri 9 Oct 2026- Bringing customer service onto the Growth tier's 40 users builds the value story ahead of the 5 Jan 2027 renewal.
- A QBR with Gemma's director present would put the usage numbers in front of the person who approves spend.
Transcript
Gemma HoltHello, hello. Can you hear me okay? I've got the headset on today, the office is a bit loud.
Amara ObiLoud and clear. Morning, Gemma. Thanks for making the time.- Gemma HoltNo, you're fine. Morning. Sorry, I'm eating a very sad desk breakfast, give me two seconds.
- Amara ObiTake your time. It's chucking it down here in the north, so I'm not going anywhere.
- Gemma HoltSame in Leicester. Right, I'm here. Do you want me to start, because I've got a win for you.
- Amara ObiPlease, go on. I love a win.
- Gemma HoltSo we had the review with one of the big supermarkets last week. Normally I'd be pulling things out of three different places the night before. This time I just asked the brain for service-level complaints and orders on their chilled lines together, and it showed me a pattern on late deliveries that the buyer hadn't even raised yet. So I walked in and said, here's the issue, here's what we've already done about it.
- Amara ObiThat's exactly the use case. And how did the buyer take it?
- Gemma HoltHonestly, a bit thrown. In a good way. Normally they're the ones with the list of complaints and we're on the back foot. The account manager for that retailer has been telling everyone since.
- Amara ObiBrilliant. Well, let me introduce myself properly, even though we've spoken before. I'm Amara, I look after your account on the customer success side, and the point of these check-ins is simple. I want to look at how the brain is being used, hear what's working and what isn't, and make sure you hear from me before you have to ask. So, first question: what does good look like for you this quarter?
- Gemma HoltGood for me is more of the business using it. Right now it's me and the account managers, and that's it really. Which is fine, they love it, but I keep thinking about the people who answer retailer queries all day and still have to ask me for things.
- Amara ObiCustomer service.
- Gemma HoltYes, customer service. That's the one. Can we get customer service on?
- Amara ObiWe can, and I'll come back to that in a second because the numbers make it easy. Can I share my screen? I've got the usage picture from the last quarter.
- Gemma HoltGo for it. I always like your charts.
- Amara ObiRight, can you see that? So here's what the numbers say. Over the last thirty days you've had just under seven people active on average each day. That's a big step up on the previous quarter, well over three quarters more. It's the biggest change on the whole page.
- Gemma HoltOh, that's good. I mean, it feels like that. Since the account managers got going there's always somebody in it. Is that mostly them?
- Amara ObiMostly, yes. And it's spread out, which is what I like to see. It isn't one person asking everything. A couple of heavy users, and then a good tail behind them.
- Gemma HoltMm. I'd say I'm probably one of the heavy ones.
- Amara ObiYou are, but you're not alone, so that's healthy. The thing I'd flag is the other side of the chart. You're on Growth, so you've got forty licensed users, and you're using under a fifth of them on a typical day.
- Gemma HoltRight. So there's loads of room.
- Amara ObiLoads. Which is why I asked who else should have access. Customer service can come on inside the forty you already have. No extra licences, no change to the order form.
- Gemma HoltOh, so what would it cost to add them? Is that going to be a conversation with finance?
- Amara ObiNot for this. It's within what you're already paying for. You're at fifty thousand a year on the order form, and that's what's been invoiced, so those two match. Adding people within the forty doesn't move that.
- Gemma HoltThat's a relief, because I never buy anything without running it past my director, and I'd rather not have to ask for something that doesn't need asking for.
- Amara ObiUnderstood. And if you ever did go beyond the forty, we'd talk about it properly with the right people in the room. But you're nowhere near that.
- Gemma HoltGood. Okay. So how many of customer service would you want on? All of them?
- Amara ObiI'd start with the people who handle retailer complaints day to day, rather than everyone. Fewer people who actually use it beats a long list who log in once. Who would you say those are?
- Gemma HoltIt'd be the team leader and the handful who deal with the supermarkets directly. Probably a small group. I'd have to check with the team leader to be sure, because I don't want to guess and then have somebody feel left out.
- Amara ObiThat's fine. If you can send me a list of names and work emails, I'll get them set up. And would it help if I ran a short walkthrough for them? Forty minutes or so, on their questions rather than a generic tour.
- Gemma HoltYes. Yes, please. They'll want to ask things like, where's the order for this complaint, and has this store had it before. Can it do that?
- Amara ObiIt can, as long as the sources are connected, and they are. That's the same pattern you used for the review, just from the customer service side. I'll build the examples around that.
- Gemma HoltLovely. Sorry, one sec, somebody's waving at me. Right, I'm back.
- Amara ObiNo problem. While you were away I was looking at tickets. You've had a couple in the last month, which is quiet, and none of them were high priority.
- Gemma HoltYeah, I think one of those was me being impatient. Were they both sorted?
- Amara ObiBoth closed. Nothing sitting open. I'd rather you were impatient than silent, so keep doing it. And on the money side, nothing overdue, so there's nothing for me to chase.
- Gemma HoltGood. I do not want to be the person who's late paying a supplier. We chase enough of those ourselves.
- Amara ObiHa, fair. Is there anything that's frustrating you in the product at the moment? Anything you've worked around rather than raised?
- Gemma HoltHmm. Not really, no. I'll say I never know which questions are worth asking it. Sometimes I'll try something and it comes back brilliant, and then I think, why didn't I do that months ago.
- Amara ObiThat's a really common one, actually. What if I put together a one-page list of the questions that have worked well for accounts like yours? The retailer review one would be on it.
- Gemma HoltOh, that'd be great. I'd put it in front of the account managers. They'd actually use it.
- Amara ObiThen I'll do that. Last thing from me before we get to dates. Your contract runs to 4 January 2027, with the renewal on 5 January 2027. That's a good way off, but I like to flag it early so it doesn't surprise anyone, particularly the people who sign things.
- Gemma HoltRight. Okay. Is that something I need to be doing anything about now?
- Amara ObiNothing now. What helps most is that you get customer service on and we can show the wider value by then. I'll bring you the numbers well ahead of the formal notice so it's a conversation, not a form.
- Gemma HoltPerfect. Honestly, from where I'm sitting, it's an easy one. The account managers would riot if I took it away.
- Amara ObiGood to know, and I'll take that as the highest compliment. Right, let's get the next QBR in the diary. Growth includes them quarterly, so we're due one. What's a good window for you?
- Gemma HoltNot the end of the month, we're always buried in retailer reviews then. Mid-month works better, and later in the week is easier than Monday.
- Amara ObiMid-month, later in the week. I'll send two or three options this afternoon. And I'd like your director there if they can make it, even for the last part, to see the usage and the customer service plan.
- Gemma HoltI'll ask. They'll probably say yes if I tell them it's twenty minutes and there are charts.
- Amara ObiCharts guaranteed. So, to recap. You send me the customer service names and emails, I get them on and set up a walkthrough with them. I send you the list of questions that work, and the QBR options this afternoon.
- Gemma HoltYes. And I'll speak to the team leader today so I can send the names by the end of the week.
- Amara ObiBrilliant. Anything else on your mind before we finish?
- Gemma HoltNo, I think that's it. Oh, actually, thanks for putting the numbers on a page. It's nice to see it written down that people are using the thing.
- Amara ObiThanks, Gemma. Best of luck with the next review, and tell the account managers well done from me.
- Gemma HoltI will. Cheers, Amara. Speak soon.
- Amara ObiSpeak soon. Bye for now.
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