Harrowden Foods / BG-Demo – QBR
Callcompleted
Harrowden Foods · 2 Jun 2026 16:45
At the 2 Jun 2026 QBR Harrowden Foods saw daily active users up well over half on the quarter before. Rajesh Mistry wants usage shown in writing and decided nothing; customer service and planners may be added.
What was said
What this says
As at Fri 9 Oct 2026At the 2 Jun 2026 QBR Harrowden Foods saw daily active users up well over half on the quarter before. Rajesh Mistry wants usage shown in writing and decided nothing; customer service and planners may be added.
What happened: Amara Obi presented usage to Gemma Holt and Rajesh Mistry, with Lewis Kerr covering commercial points. Daily active users were about ten and a half against forty licensed.
Customer view: Rajesh, who was newly on the QBR, wanted proof of use and said he was not deciding anything on the call. Gemma gave a retailer-review win and asked for customer service access.
Commercial: Lewis advised using spare seats before buying more and promised a written figure, co-termed to the 5 Jan 2027 renewal. Rajesh would also like his planners on it at some point.
Watch: the evidence does not show a plateau or a rise from here. Rajesh will judge the account on the written figures and the chart.
Themes
As at Fri 9 Oct 2026Theme
Usage proof before expansion
Importance
renewal
Sentiment
positive
Voice
decision-maker
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- Amara Obi to send the usage pack with the chart, split by team and the ticket detail after the call.
- Lewis Kerr to send Rajesh Mistry a written, co-termed figure for added users with the VAT position.
- Gemma Holt to send Amara a list of who she would add and why.
Risks
As at Fri 9 Oct 2026- Rajesh Mistry will judge value on the chart and written figures, and the evidence does not show the climb continuing.
- He had not prepared for the QBR and deferred all decisions, so expansion could slip towards the renewal.
Opportunities
As at Fri 9 Oct 2026- Customer service and later the planners could be added on Growth, co-termed to the 5 Jan 2027 renewal.
Transcript
Amara ObiHello, hello. Can everyone hear me all right? I've got the little green bar moving on my side.
Gemma HoltLoud and clear. Hi Amara. Hi Lewis.
Lewis KerrAfternoon, both. Yes, I can hear you fine. Rajesh not on yet?- Gemma HoltHe's coming from the factory floor, so he's walking back to his desk. He said start without him for the first few minutes.
- Amara ObiNo problem at all. While we wait, I'll introduce myself properly, because I think this is the first QBR where we've all been in one place. I'm Amara, I'm your customer success manager, and I look after how you're getting on with the brain day to day. Lewis is your account executive, he's on for anything commercial.
- Lewis KerrYes, I'll mostly listen and then pick up the contract bits at the end. Renewal's a way off, but I'd rather we talk about it early than have it land on you.
- Amara ObiSo to start, Gemma, what does good look like for you this quarter? What would make you say, yes, that was worth the hour?
- Gemma HoltOh, I've got a good one actually. Can I do the win first? We had a retailer review last week, one of the big supermarkets, and normally I'd be digging through three spreadsheets the night before. This time I asked the brain for their service-level complaints next to the orders for the same weeks. Took a couple of minutes. And it showed a cluster we hadn't spotted ourselves.
- Amara ObiThat's exactly the use we hoped for when you bought it. And they hadn't raised it with you first?
- Gemma HoltNo, that's the thing. We raised it with them. First time in a review that's happened. The account manager was grinning.
- Lewis KerrThat's a lovely story. Worth writing down somewhere, Gemma, because it's the sort of thing you'll want in front of your finance team when budgets come round.
- Gemma HoltYeah, I will. The account managers love it, honestly. They're the ones pulling me to add things now rather than the other way round.
Rajesh MistrySorry, sorry. Rajesh here. Lost a lift, then a corridor. Can you hear me?- Amara ObiYes, we can, hi Rajesh. Perfect timing, actually. Gemma just told us about a retailer review that went well.
- Rajesh MistryGood. Before the story, though, can I have the usage figures? That's what I'm here for. What's actually being used?
- Amara ObiOf course. That's the next thing on my list anyway. Here's what the numbers say. I'll share my screen, bear with me, I'm just finding the right window. Can you see it?
- Rajesh MistryI see a chart. Yes. Go on.
- Amara ObiSo this is the average number of people active each day over the last thirty days. It's sitting at about ten and a half. And if you compare it with the quarter before, that's up by well over half. It's the steepest climb since you went live.
- Rajesh MistryTen and a half. Out of forty licensed.
- Amara ObiOut of forty licensed, yes. And I should say that's a strict measure, it's people who actually did something on a given day, not people with a login. So the number of different people who've touched it in a month is higher than that.
- Rajesh MistryRight. So fifty thousand a year, forty seats. I know the sum. What I want to know is whether that ten and a half is going to be fifteen, or whether it's a plateau.
- Amara ObiFair question, and I'd rather not promise you a number. What I can say is the direction. It's not been a one-off spike, it's been steady weeks, one after another. And the new people coming in aren't just poking around, they're coming back.
- Gemma HoltCan I add something there? That's the account managers, mostly. Each supermarket has its own person, and once one of them started using it for the reviews the next one asked how. It's gone round by word of mouth.
- Rajesh MistryShow me it's used. That's all I ask. Word of mouth is fine, but I need to see it in the chart as well.
- Amara ObiUnderstood. That's why I pasted it all into the pack I'm sending afterwards. You'll have the chart, the month on month, and a split by team, so you can see where it's coming from.
- Lewis KerrAnd, Rajesh, to put it in context, ten and a half active a day on an account that's only been live since 5 Jan 2026 is a healthy curve. I wouldn't want you to read it as a plateau yet.
- Rajesh MistryNoted. I'm not worried. I'm just numerate about it. Carry on, Amara.
- Amara ObiNext, questions asked, which for me is the best single measure of value. That's gone up too, in line with the users. And the thing I'd like to look at together is who's asking them. Because if it's mostly one or two people, that's fragile. Gemma, I'm not putting you on the spot.
- Gemma HoltNo, no, it's a fair point. I was the heavy one at the start, I'll hold my hands up. It's spreading now, but I couldn't tell you the split. Can you send me that as well?
- Amara ObiI'll put it in the pack. By role, not by name, unless you want the names.
- Gemma HoltRoles are fine. Honestly I'd rather know if customer service are in there. Can we get customer service on properly? They're the ones who actually hear the complaints first, and at the moment they're looking at it over my shoulder.
- Amara ObiLet's come back to that, because I think it's the main thing for the second half. Quick run through the health bits first so we've got them out of the way. Tickets: one in the last thirty days, nothing high priority. Invoices: nothing overdue. No service levels missed that I can see.
- Rajesh MistryOne ticket. What was it?
- Amara ObiJust a normal support question. I'll put the details in the follow-up so you can see it for yourself. Nothing that touches data freshness or the nightly refresh.
- Rajesh MistryGood. I like a quiet queue. And finance have no complaints on the invoice side, as far as I've heard.
- Lewis KerrCorrect. Order form and invoicing are in line, fifty thousand on both, so no surprises for you there.
- Amara ObiRight. So, Gemma, customer service. Walk me through what you'd want.
- Gemma HoltSo, their team lead keeps asking me to look things up. Is a retailer complaint linked to a late order, was it one of our two sites, that kind of thing. They'd be able to answer it in seconds themselves. They don't need dashboards, they just need to ask questions.
- Amara ObiThat's a good fit for chat and search. And with forty licensed seats and ten and a half active, you've got room already. Who else should have access, in terms of how many? Roughly?
- Gemma HoltMaybe a handful to start. I don't want to guess a number on a call with Rajesh listening.
- Rajesh MistryGood, because I'm not deciding anything on this call. I haven't prepared for it. Send me the usage, send me who you'd add and why, and I'll look at it properly.
- Gemma HoltFair. I'd never buy anything without you anyway.
- Rajesh MistryThough I will say, while you're talking about adding people, I'd want my planners on this too at some point. Same logic as the account managers. They plan the lines against the orders, so if the answers are in there, they should be asking.
- Lewis KerrThat makes sense, Rajesh. And I'll be straight with you, the first thing I'd say is use up the spare seats before buying more. You have headroom on forty. I'm not going to sell you anything the usage doesn't support.
- Rajesh MistryAppreciated. That's the right answer. What's the cost per head if we did need more, though? Just so I've got it in my mind.
- Lewis KerrI won't quote it from memory, I'd rather give you a proper figure with the VAT position written on it. I'll send that over today, and I'll co-term anything extra to your renewal on 5 Jan 2027, so you're not paying for a part year on its own.
- Rajesh MistryCo-term it. Yes. That's what I'd want.
- Amara ObiWhich also fits with the thing I'd like to do anyway, which is look at how the connectors are doing. Gemma, you've got the CRM and the helpdesk connected, and the order data, correct?
- Gemma HoltYes, plus the shared drive for the retailer documents. The order data comes through overnight and it's been fine. I check it most mornings, mostly out of habit.
- Amara ObiGood. I'll keep an eye on records indexed too. If that ever goes flat for a few weeks, I'd rather ring you than wait for you to notice.
- Gemma HoltPlease do. I'd rather hear it from you.
- Rajesh MistrySame. Do you have anything else on the numbers, Amara? Or is that the lot?
- Amara ObiThat's the lot. So to sum up what I've heard: usage up, support quiet, invoices clean, and two or three groups who'd like to be on it, customer service and the planners. Does that sound right to everyone?
- Gemma HoltYes. Sounds right.
- Rajesh MistryYes. Subject to seeing the figures in writing.
- Amara ObiThen here's what I'll do. Today, I send the pack: the chart, the split by team, and the ticket. Gemma, you send me the list of who you'd add and why, even a rough one. Lewis sends Rajesh the written figure, co-termed. And we get the next QBR in the diary before we all disappear.
- Lewis KerrAnd on renewal, the contract runs to 4 Jan 2027 and renews on 5 Jan 2027. Amara will start that conversation in good time, I'll be on it too. I'd just rather you hear it from us now than get a letter later.
- Rajesh MistryGood. I'll be at the next one, and I'll have prepared.
- Gemma HoltBrilliant. Thanks both. Cheers, speak soon.
- Amara ObiThanks, everyone. Best, Amara. Bye for now.
Callsmade from