Harrowden Foods / BB-Demo – Proposal
Callcompleted
Harrowden Foods · 2026-06-11 14:45
Lewis Kerr presented a £4,405 plus VAT quote to bring Harrowden Foods' customer service team onto the brain, co-termed to the 5 Jan 2027 renewal. Gemma Holt is keen but needs her budget holder to sign.
What was said
What this says
Current to 13 Oct 26Lewis Kerr presented a £4,405 plus VAT quote to bring Harrowden Foods' customer service team onto the brain, co-termed to the 5 Jan 2027 renewal. Gemma Holt is keen but needs her budget holder to sign.
What happened: Lewis Kerr presented a £4,405 plus VAT quote to bring Gemma Holt's customer service team onto the brain under the existing Growth subscription. It is co-termed to the 5 Jan 2027 renewal and adds no connectors.
Customer view: Gemma said the quote was less than she had braced for and called it the easiest purchase she had tried to make. She cannot sign alone, so the budget holder must approve.
Commercial: The £50k Growth contract is unchanged and matches what has been invoiced. Lewis said usage was nowhere near the forty licensed users and recommended no upgrade.
Watch: The call recorder is not in the quote and was left for a later review. The evidence does not show whether the quote was signed by 17 Jun 2026.
Themes
Current to 9 Oct 26Theme
Customer service expansion quote
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- Lewis Kerr to send the one-page quote showing £4,405 plus VAT and the co-termed end date the same day.
- Gemma Holt to take it to the budget holder and return it by the end of the following week, with 17 Jun 2026 pencilled in.
- Amara to run the first session with the team lead present, using real complaints.
Risks
Current to 9 Oct 26- Sign-off sits with a budget holder who is not on the call, so timing could slip past 17 Jun 2026.
- The call recorder request is not quoted and could be lost if it is not flagged for the later review.
Opportunities
Current to 9 Oct 26- The customer service team joins the Growth subscription using connectors already in place.
- The call recorder is a possible future connector conversation, to be looked at with Amara.
Transcript
Gemma Holt NoneHello, hello. Can you hear me? I've got the headset on today, it's a bit echoey in this room.
Lewis Kerr NoneI can hear you fine. Good afternoon, Gemma. No echo at my end.- Gemma Holt NoneBrilliant. Afternoon. Sorry, I'm a minute late, the lunch meeting overran. Retailer stuff, as always.
- Lewis Kerr NoneNo problem at all. I've only just sat down myself. How's the week been?
- Gemma Holt NoneBusy, but a good busy. Actually, I've got a win to tell you about before we start, can I? One of our supermarket buyers came back on Tuesday saying our service levels had slipped on the bakery lines. Last year that would have been three days of me and a spreadsheet. This time I asked the brain, and it pulled the orders and the complaints together in about a minute. Turned out it was one site, one week, and a packaging delay. I had the answer in the meeting.
- Lewis Kerr NoneThat's exactly the use case you bought it for. Did the buyer accept the explanation?
- Gemma Holt NoneYeah, they did. Mostly because we got there before they'd finished asking. The account managers love it, honestly. They keep stopping me in the corridor.
- Lewis Kerr NoneGood. That's the sort of thing I like hearing. Right, so, just to confirm what we're here for, so I don't waste your time. You want to get customer service onto the brain, and you'd like the paperwork done by next week. Is that still right?
- Gemma Holt NoneStill right. Can we get customer service on, that's the whole thing. They're the ones who take the calls when a retailer complains, and right now they're ringing me to ask what's happening with an order. It's daft. They should just ask it themselves.
- Lewis Kerr NoneMm. Before I put a number on it, can I check where you are today? You're on Growth, forty licensed users, and the usage I'm looking at says the number of people actually active has nearly doubled compared with the previous quarter. Does that match what you see?
- Gemma Holt NoneYeah, that's the account managers coming on properly. At the start it was me and a couple of others. Now every supermarket team has someone in there most days.
- Lewis Kerr NoneRight. And I should be straight with you, because I don't like selling people things the usage doesn't support. You're nowhere near the forty. So there's headroom already. The question is whether the customer service team fits inside what you've got, or whether you need something on top.
- Gemma Holt NoneOh. Okay. I mean, I appreciate you saying that. Honestly I wasn't sure. What would it cost to add them, was my thinking, and I assumed it was seats.
- Lewis Kerr NoneSo it's less about seats and more about what they'd be looking at. Can I ask how many people are we talking about in customer service, roughly, and what do they need to see?
- Gemma Holt NoneA small team, really. A handful on the phones, plus the person who leads them, plus a couple who do the complaints log. They need orders, the complaints, and the retailer account history. That's it. They don't need the finance side or anything.
- Lewis Kerr NoneThat's helpful. And the complaints, where do those live today? Is that the helpdesk, or something internal?
- Gemma Holt NoneThe helpdesk, mostly. Zendesk. And then orders come through the CRM. We did that in the first rollout, so both are already connected.
- Lewis Kerr NoneGood, so no new connectors, which keeps it simple. Then what I'm putting together is an expansion quote for getting that team set up and covered under your existing Growth subscription, with some training from Amara so they're not left to work it out themselves. Let me share it. Give me a second.
- Gemma Holt NoneSure. Take your time. I'll get a coffee, I'm dying here.
- Lewis Kerr NoneSorry, bear with me, the document was in the wrong folder. Can you see my screen?
- Gemma Holt NoneI can, yeah. Bit small. Oh, that's better, you've zoomed in. Thanks.
- Lewis Kerr NoneSo at the top is what you have now. Growth, forty users, contracted at £50,000 a year, which is what's been invoiced as well, so those match. Your term runs to 4 Jan 2027 and the renewal date is 5 Jan 2027.
- Gemma Holt NoneRight. That's the one thing I wanted to ask, actually. If we do this now, does it mess up the renewal? Because that's going to be a whole conversation with the budget holder.
- Lewis Kerr NoneNo, that's why I've co-termed it to your renewal. Whatever we agree now ends on the same day as the main contract, so you have one date to think about, not two. It doesn't change the £50,000 and it doesn't create a second renewal.
- Gemma Holt NoneOkay, good. That's what I hoped. And the number?
- Lewis Kerr NoneTo put a number on it, the quote comes to £4,405, plus VAT. That's the total for this expansion, everything included, from signature through to your renewal.
- Gemma Holt NoneMm. Right. Okay. That's, yeah, that's less than I'd braced for. I thought it'd be a bigger conversation.
- Lewis Kerr NoneWell, it's a smaller change than you might think. You're not buying a new product, you're bringing another team onto what you already have. I'd rather it be proportionate.
- Gemma Holt NoneFair. What happens if it goes up later? If more people from customer service want on, or, I don't know, the sales team hear about it and want in?
- Lewis Kerr NoneGood question. You've got room under the forty, so a few more people wouldn't change anything. If you went well beyond that, or you wanted more sources connected, we'd look at that at renewal, and I'd only recommend it if the usage backed it up. I won't push you before then.
- Gemma Holt NoneThat's fine. That's honestly what I'd want. I'd rather not buy something we don't use.
- Lewis Kerr NoneAgreed. Now, one more check from my side. I saw you've had one ticket in the last month, and nothing high priority. Was that anything I should know about?
- Gemma Holt NoneOh, that was me, a how-to question. I couldn't work out how to save a view for the account managers. Got the answer the same day, so no complaints. Never hide a problem, that's my rule, so if there was one you'd hear it.
- Lewis Kerr NoneGood, I'll take that. And you're up to date on invoices from what I can see, so there's nothing hanging on our side either.
- Gemma Holt NoneFinance would have shouted at me by now if there was. They're very good at that.
- Lewis Kerr NoneHa. Right. So, process. What does it take on your side to get this signed? You mentioned the budget holder.
- Gemma Holt NoneYeah. I can't sign this myself, it has to go past the person who holds the budget. I've never bought anything without them and I'm not about to start. But I know they'll like it, because it's the same thing the account managers keep raving about, just for another team.
- Lewis Kerr NoneThat's sensible. What does that person usually need to see? I can make it easy for you.
- Gemma Holt NoneOne page, really. What are we buying, what does it cost, when does it end, and why. The why I can write myself. The bakery thing from Tuesday is the why.
- Lewis Kerr NoneThen I'll put the quote in a clean one-pager with the co-termed end date on it, and I'll send that over today, so you've got it before the end of the day. You can forward it as it is.
- Gemma Holt NonePerfect. And the timing? I'm hoping to get it back to you by the end of next week. Does that work?
- Lewis Kerr NoneIt does. I have it pencilled in for 17 Jun 2026, which is next Wednesday, so you'd have a few days either side if the sign-off needs a nudge. If it slips by a day or two, that's not an issue. I just don't want it drifting into the summer.
- Gemma Holt NoneNo, I'll chase. I don't let things sit, ask anyone.
- Lewis Kerr NoneI've noticed. Okay, let me pass to the practical side, because I know you care about this more than the paperwork. Once it's signed, Amara will pick it up as your customer success manager. She'd normally do a short session with the customer service team, show them how to ask it questions, and agree who the first users are.
- Gemma Holt NoneLovely. Can she do it with the team lead sitting in? She's the one who'll make it stick. If she thinks it's a gimmick, the rest won't bother.
- Lewis Kerr NoneI'd say that's the right instinct. I'll make a note for Amara that the team lead should be in the room, and that you'd like the first session to use real complaints, not demo data.
- Gemma Holt NoneYes. Yes please. Use last month's. They'll recognise them and then it clicks.
- Lewis Kerr NoneDone. Anything else you want from the quote before I send it? Anything missing, anything you'd want worded differently for your budget holder?
- Gemma Holt NoneUm. One thing. Can you put the VAT thing clearly on it? Last time someone asked whether the figure included it and I had to go back and check.
- Lewis Kerr NoneYes. It'll say £4,405 plus VAT, in the summary and again at the bottom, so there's no doubt. I'm careful about that.
- Gemma Holt NoneGreat. Then I don't think I've got anything else. Oh, wait, sorry, one thing. Does the quote cover the call recorder? We talked ages ago about calls going in as well.
- Lewis Kerr NoneNot in this one. This is just bringing customer service onto what's already connected. If you wanted the call recorder in, that's a separate conversation about connectors, and I'd look at it properly with Amara rather than quote it from memory. Do you want me to flag it for the review later in the year?
- Gemma Holt NoneYeah, flag it. Not urgent. Let's get customer service done first, then see how it goes.
- Lewis Kerr NoneSensible. Good, so to recap. I send you the quote today, £4,405 plus VAT, co-termed to your renewal on 5 Jan 2027. You take it to the budget holder, aiming to get it back by the end of next week. Then Amara sets up the session for customer service, with the team lead in the room, using real complaints.
- Gemma Holt NoneThat's it. Perfect. Thank you, Lewis. This is the easiest purchase I've ever tried to make.
- Lewis Kerr NoneGood to hear. I'll keep it that way. Speak soon, Gemma, and well done on the bakery answer.
- Gemma Holt NoneCheers. Bye for now.
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