Harrowden Foods / BB-Demo – Check In
Callcompleted
Harrowden Foods · 2026-04-07 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
Current to 13 Oct 26Gemma 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
Current to 9 Oct 26Theme
Customer service rollout, renewal
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- 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
Current to 9 Oct 26- 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
Current to 9 Oct 26- 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 Holt NoneHello, hello. Can you hear me okay? I've got the headset on today, the office is a bit loud.
Amara Obi NoneLoud and clear. Morning, Gemma. Thanks for making the time.- Gemma Holt NoneNo, you're fine. Morning. Sorry, I'm eating a very sad desk breakfast, give me two seconds.
- Amara Obi NoneTake your time. It's chucking it down here in the north, so I'm not going anywhere.
- Gemma Holt NoneSame in Leicester. Right, I'm here. Do you want me to start, because I've got a win for you.
- Amara Obi NonePlease, go on. I love a win.
- Gemma Holt NoneSo 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 Obi NoneThat's exactly the use case. And how did the buyer take it?
- Gemma Holt NoneHonestly, 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 Obi NoneBrilliant. 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 Holt NoneGood 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 Obi NoneCustomer service.
- Gemma Holt NoneYes, customer service. That's the one. Can we get customer service on?
- Amara Obi NoneWe 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 Holt NoneGo for it. I always like your charts.
- Amara Obi NoneRight, 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 Holt NoneOh, 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 Obi NoneMostly, 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 Holt NoneMm. I'd say I'm probably one of the heavy ones.
- Amara Obi NoneYou 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 Holt NoneRight. So there's loads of room.
- Amara Obi NoneLoads. 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 Holt NoneOh, so what would it cost to add them? Is that going to be a conversation with finance?
- Amara Obi NoneNot 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 Holt NoneThat'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 Obi NoneUnderstood. 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 Holt NoneGood. Okay. So how many of customer service would you want on? All of them?
- Amara Obi NoneI'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 Holt NoneIt'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 Obi NoneThat'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 Holt NoneYes. 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 Obi NoneIt 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 Holt NoneLovely. Sorry, one sec, somebody's waving at me. Right, I'm back.
- Amara Obi NoneNo 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 Holt NoneYeah, I think one of those was me being impatient. Were they both sorted?
- Amara Obi NoneBoth 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 Holt NoneGood. I do not want to be the person who's late paying a supplier. We chase enough of those ourselves.
- Amara Obi NoneHa, fair. Is there anything that's frustrating you in the product at the moment? Anything you've worked around rather than raised?
- Gemma Holt NoneHmm. 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 Obi NoneThat'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 Holt NoneOh, that'd be great. I'd put it in front of the account managers. They'd actually use it.
- Amara Obi NoneThen 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 Holt NoneRight. Okay. Is that something I need to be doing anything about now?
- Amara Obi NoneNothing 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 Holt NonePerfect. Honestly, from where I'm sitting, it's an easy one. The account managers would riot if I took it away.
- Amara Obi NoneGood 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 Holt NoneNot 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 Obi NoneMid-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 Holt NoneI'll ask. They'll probably say yes if I tell them it's twenty minutes and there are charts.
- Amara Obi NoneCharts 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 Holt NoneYes. And I'll speak to the team leader today so I can send the names by the end of the week.
- Amara Obi NoneBrilliant. Anything else on your mind before we finish?
- Gemma Holt NoneNo, 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 Obi NoneThanks, Gemma. Best of luck with the next review, and tell the account managers well done from me.
- Gemma Holt NoneI will. Cheers, Amara. Speak soon.
- Amara Obi NoneSpeak soon. Bye for now.
Callsmade from