B-Brain
Amara Obi

Harrowden Foods / BB-Demo – Check In

Callcompleted

Harrowden Foods logo Harrowden Foods · 2026-08-05 11:00

Usage is up to just under sixteen active users a day against 60 licensed seats. Gemma Holt wants customer service on next. She raised the price at renewal herself, and her director needs a one-page value case.

made from

What was said

What this says

Current to 13 Oct 26

Usage is up to just under sixteen active users a day against 60 licensed seats. Gemma Holt wants customer service on next. She raised the price at renewal herself, and her director needs a one-page value case.

What happened: Amara Obi and Gemma Holt met on 5 Aug 2026. Usage is up, two high priority tickets were handled without complaint, and invoices are clean.

Customer view: Gemma says she and the account managers feel the value but could not put it on one page for someone who does not use it. She asked whether the price is going up and Amara did not quote.

Commercial: Customer service seats cost nothing extra, but a helpdesk that is not connected would be a connector conversation. Extra users come in blocks of ten, which Gemma called hypothetical.

Watch: Finance may notice the low seat use at renewal on 5 Jan 2027. Questions asked are concentrated in a few people, and the director signs off.

AI · claude-sonnet-5-5 · 13 Oct 2026

AImade from

Themes

Current to 9 Oct 26
Theme
Seat headroom, value case
Importance
renewal
Sentiment
positive
Voice
champion
AImade from

Who was there

BB-Demo

CRMmade from

Them

CRMmade from

Follow-up

Next steps

Current to 9 Oct 26
  • Gemma Holt to send the systems list for customer service and planning, plus two examples and an introduction to the head of customer service.
  • Amara Obi to run a short customer service session and send the ticket summary with timestamps.
  • Amara Obi to draft the one-page value case and agree a QBR date before the end of the quarter.
AImade from

Risks

Current to 9 Oct 26
  • Only a bit over a quarter of the 60 licensed seats are in use, which finance may question at renewal.
  • Questions asked come from a small handful of people, so value drops if one of them moves on.
  • Gemma asked about a price rise and the renewal date of 5 Jan 2027 is close, with her director signing off.
AImade from

Opportunities

Current to 9 Oct 26
  • Customer service can be added within existing seats at no extra cost on users.
  • A helpdesk or planning system not yet connected would be a connector addition on Growth.
  • An account manager wants to build her own dashboards, which Growth includes.
AImade from

Transcript

  1. Amara Obi
    Amara Obi None
    Hello, hello. Can you hear me all right?
  2. Gemma Holt
    Gemma Holt None
    Loud and clear. Morning, Amara.
  3. Amara Obi
    Amara Obi None
    Morning, Gemma. Thanks for making the time. How's the week been?
  4. Gemma Holt
    Gemma Holt None
    Busy, but good. It's been properly hot up here and the production floor is not fun in that. Everyone's a bit frazzled. But honestly, good week. Can I tell you something before we start?
  5. Amara Obi
    Amara Obi None
    Please. I love a win.
  6. Gemma Holt
    Gemma Holt None
    So, one of the supermarket reviews last week. The account manager walked in already knowing which of their stores were generating the most complaints about our chilled range, and what we'd shipped them that week, and where the two lined up. That used to take me half a day to pull together. She asked the brain on the train.
  7. Amara Obi
    Amara Obi None
    That's exactly the thing it's meant to do. Retailer accounts, complaints and orders in one place, before the retailer asks.
  8. Gemma Holt
    Gemma Holt None
    Yeah. The account managers love it. They're the ones who really use it, you know, day to day.
  9. Amara Obi
    Amara Obi None
    Good. Well, that's a nice way into it. I'll introduce what I'd like to cover, and then you tell me what I've missed. I want to look at usage, the two tickets from last month, where you've got headroom, and then the renewal timeline, because it's closer than it feels. Is that fine?
  10. Gemma Holt
    Gemma Holt None
    Fine. Go on.
  11. Amara Obi
    Amara Obi None
    Before the numbers, though. What does good look like for you this quarter? Because I can show you charts all day, but I'd rather know what you're trying to move.
  12. Gemma Holt
    Gemma Holt None
    Hm. Honestly? More of the business using it. At the moment it's me and the account managers, and they're brilliant, but customer service is still doing things the old way. They get a complaint from a retailer, they go hunting through three places. I've said to them, it's all in there, and they just haven't got going.
  13. Amara Obi
    Amara Obi None
    Right. That's where I was heading anyway. Give me a second, I'm going to share my screen. Can you see it?
  14. Gemma Holt
    Gemma Holt None
    Not yet. Oh, there. Yep.
  15. Amara Obi
    Amara Obi None
    Okay. So here's what the numbers say. Over the last thirty days you've averaged just under sixteen active users a day. Against the quarter before, that's up by nearly half again. So that's real growth, not noise.
  16. Gemma Holt
    Gemma Holt None
    Half again. That's good, isn't it?
  17. Amara Obi
    Amara Obi None
    It's very good. The flip side, and I'm going to be straight with you because I'd rather you heard it from me, is that you're licensed for 60 users. So you're using a bit over a quarter of what you've got.
  18. Gemma Holt
    Gemma Holt None
    Yeah. I know. I did the sums as well.
  19. Amara Obi
    Amara Obi None
    It's not a problem as such. It's headroom. But it's the sort of thing a finance person notices at renewal, and I'd like us to have a good answer before they ask.
  20. Gemma Holt
    Gemma Holt None
    Right, no, fair. That's a fair point. I'd rather have the answer ready.
  21. Amara Obi
    Amara Obi None
    So let me ask the question I always ask. Who else should have access?
  22. Gemma Holt
    Gemma Holt None
    Customer service. Definitely customer service. Can we get customer service on? That's the big one. And then probably the people on the planning side, for the order bits, but that's more of a maybe.
  23. Amara Obi
    Amara Obi None
    Okay. Good news on customer service, then. Because you've got seats sitting unused, there's no extra cost to add them. It's a case of setting them up and getting them started.
  24. Gemma Holt
    Gemma Holt None
    Oh, so what would it cost to add them? Nothing?
  25. Amara Obi
    Amara Obi None
    On users, nothing. You're inside what you've already paid for. Where it could become a conversation is connectors. If customer service work out of a helpdesk that isn't connected yet, then bringing that source in is a connector question, and I'd want to look at what you've got configured before I say anything about price.
  26. Gemma Holt
    Gemma Holt None
    Mm. I think they do use a helpdesk. I don't know if it's the one we've connected. I'd have to ask them. I don't want to say yes and be wrong.
  27. Amara Obi
    Amara Obi None
    Sensible. Don't guess. If you can find out which system they live in, I'll check it against the connectors on your account and come back to you.
  28. Gemma Holt
    Gemma Holt None
    Okay. I'll ask them this week. Actually, today. Put it on my list.
  29. Amara Obi
    Amara Obi None
    Lovely. While I've got this up, one more thing on the chart. See the questions asked line?
  30. Gemma Holt
    Gemma Holt None
    Yeah. It's gone up. Quite a bit, actually.
  31. Amara Obi
    Amara Obi None
    It has. And that's the measure I trust most, because it's people actually getting something out of it, rather than just logging in. The thing I'd flag is who's asking. A good share of those questions are coming from a small handful of people.
  32. Gemma Holt
    Gemma Holt None
    Is one of them me?
  33. Amara Obi
    Amara Obi None
    You're certainly near the top, yes.
  34. Gemma Holt
    Gemma Holt None
    Ha. Okay. Guilty.
  35. Amara Obi
    Amara Obi None
    It's not a criticism. But if it's mostly you and two or three account managers, then if one of you is off or moves on, the value drops off a cliff. Spreading it wider protects you as much as it helps us.
  36. Gemma Holt
    Gemma Holt None
    No, that makes sense. That's another reason to get customer service in. Different people asking different questions.
  37. Amara Obi
    Amara Obi None
    Exactly. So that's usage. Shall I move on to the tickets?
  38. Gemma Holt
    Gemma Holt None
    Go for it.
  39. Amara Obi
    Amara Obi None
    So there were two tickets in the last thirty days, and both were logged as high priority. Only two, which for a team your size is quiet. But high priority is high priority, so I want to make sure you're comfortable. Were you across them?
  40. Gemma Holt
    Gemma Holt None
    I was, yeah. One of them I raised myself, I think, because the account managers couldn't get what they needed before a meeting. It got looked at quickly. I didn't feel like I was chasing.
  41. Amara Obi
    Amara Obi None
    Good, that's what I'd hope to hear. I'll send you the ticket summary after this with the timestamps so you've got it in writing, and I'll check the response times against what Growth is meant to deliver. If there's a miss, I'll tell you.
  42. Gemma Holt
    Gemma Holt None
    Brilliant. I mean, I'm not worried. I just don't like surprises.
  43. Amara Obi
    Amara Obi None
    Nobody does. Right, tell me honestly, though. Is the data fresh when your people open it in the morning? Because that's the thing that quietly kills trust.
  44. Gemma Holt
    Gemma Holt None
    Mostly, yes. There was a day or so, a while back, where somebody said the order numbers looked behind. But I think that was one of those two tickets, wasn't it?
  45. Amara Obi
    Amara Obi None
    It might well be. I'll tie it up properly in the summary rather than guess on the call. And the nightly refresh is meant to be complete by seven in the morning on business days, so if your people are seeing stale numbers at nine, that's worth knowing every time.
  46. Gemma Holt
    Gemma Holt None
    Okay. I'll tell them to shout if it happens. Through you or through the helpdesk?
  47. Amara Obi
    Amara Obi None
    Helpdesk first, so it's logged and timed, and copy me. Then I can see it without waiting for the monthly chart.
  48. Gemma Holt
    Gemma Holt None
    Got it. Helpdesk, copy you.
  49. Amara Obi
    Amara Obi None
    Now, the renewal. I know it's a long way off in your head, but your contract runs to 4 Jan 2027 and the renewal date is 5 Jan 2027. So that's under half a year away, and there's a notice period ahead of it that I'm responsible for getting to you in good time.
  50. Gemma Holt
    Gemma Holt None
    Oh, right. It does creep up, doesn't it. Is this the point where you tell me the price is going up?
  51. Amara Obi
    Amara Obi None
    Honestly, I'm not going to quote you anything today, because I'd want the order form in front of me and I'd want to do it properly in writing. What I can say is, the contracted figure at the moment is £58k a year, and that matches what's been invoiced. Clean, no overdue invoices, nothing odd.
  52. Gemma Holt
    Gemma Holt None
    Yeah. Finance would have shouted if there was.
  53. Amara Obi
    Amara Obi None
    Ha, I'm sure they would. So here's what I'd like, and tell me if it's too much. I'd like to put together a short value case by the QBR. Questions asked, who's asking, time saved on the retailer reviews, the win you just told me about. So that when your finance side or whoever signs it off looks at the number, there's a story attached.
  54. Gemma Holt
    Gemma Holt None
    I like that. Because I'll be honest, I can feel the value, the account managers can feel the value, but I couldn't put it on one page for someone who doesn't use it.
  55. Amara Obi
    Amara Obi None
    That's exactly my job then. Can I borrow the retailer review example? Just a couple of lines, in your words.
  56. Gemma Holt
    Gemma Holt None
    Course. I'll write it up properly and send it over. Might be a bit rambly.
  57. Amara Obi
    Amara Obi None
    Rambly is fine. I'll tidy it. And if you've got another example like it, even a small one, send that too.
  58. Gemma Holt
    Gemma Holt None
    There's one actually. Something with a service-level complaint, where we could see the complaint and the order sitting next to each other and realise it was a delivery issue, not a quality issue. That one saved us a nasty conversation.
  59. Amara Obi
    Amara Obi None
    That's a good one. That's the commercial insights and customer service point in a nutshell. That's why I keep pushing on getting them in the room.
  60. Gemma Holt
    Gemma Holt None
    Yeah. Which is why I want them on. I just don't want to hand it over and have them struggle and then say it's rubbish.
  61. Amara Obi
    Amara Obi None
    Then don't hand it over cold. Let me run a short session for them. Thirty minutes, their own questions, their own complaints. People take to it when it's their data they're looking at.
  62. Gemma Holt
    Gemma Holt None
    Could you do that? That'd be amazing. I'd sit in as well.
  63. Amara Obi
    Amara Obi None
    Of course. You'd be better at the Harrowden examples than I would. Let's aim for the next couple of weeks, before the end of the month if the diary allows. Who leads customer service? I want to make sure the right person is in the invite.
  64. Gemma Holt
    Gemma Holt None
    It's the head of customer service. I'll introduce you by email, so it doesn't come out of nowhere.
  65. Amara Obi
    Amara Obi None
    Perfect. Make it a warm one, then I'll follow up with a couple of times.
  66. Gemma Holt
    Gemma Holt None
    Will do. Now, can I ask something a bit different?
  67. Amara Obi
    Amara Obi None
    Go on.
  68. Gemma Holt
    Gemma Holt None
    If we added more people, let's say it does take off. We're sixty seats, we've got fifteen, sixteen using it. What happens if we go past sixty? Hypothetically.
  69. Amara Obi
    Amara Obi None
    Then we'd talk about it. Extra users come in blocks of ten as an add-on, but you're a long way from that. Honestly, I'd love it if that were the problem we had to solve.
  70. Gemma Holt
    Gemma Holt None
    Ha, yeah. Okay. Good to know. I'm not buying anything, I just want to know what the door looks like.
  71. Amara Obi
    Amara Obi None
    Understood. And I know anything like that goes past the person who signs things off on your side, so I'd never expect you to say yes on a call anyway.
  72. Gemma Holt
    Gemma Holt None
    No, I wouldn't. Not without running it past him. That's how it works here.
  73. Amara Obi
    Amara Obi None
    Which is why the value case matters. Let's make it easy for him.
  74. Gemma Holt
    Gemma Holt None
    Yeah. He's not a numbers-in-a-chat person. He wants a page. One page.
  75. Amara Obi
    Amara Obi None
    One page. I can do one page. Noted.
  76. Gemma Holt
    Gemma Holt None
    Can I ask about the planning side? You said maybe. What would I need to do to get them going if it was a yes?
  77. Amara Obi
    Amara Obi None
    Same drill, really. Which questions would they ask, which systems hold the answers, and whether those systems are already connected. If it's an order or planning system that's not in there yet, that's the connector conversation again. Otherwise it's just seats and a session.
  78. Gemma Holt
    Gemma Holt None
    Right. So find out what they use, same as customer service.
  79. Amara Obi
    Amara Obi None
    Exactly the same. One list, both teams, and we'll look at it together.
  80. Gemma Holt
    Gemma Holt None
    I'll do one list. I'll pull it together this week. Probably by Friday.
  81. Amara Obi
    Amara Obi None
    Brilliant, thank you. Anything on the technical side you've noticed? Slow answers, odd results, a source that looked wrong?
  82. Gemma Holt
    Gemma Holt None
    Not really. There's the odd answer where it's a bit vague, but then I think it depends what you ask it. When the account managers ask something specific it's spot on.
  83. Amara Obi
    Amara Obi None
    That tracks. Specific questions get specific answers. When I run the session for customer service, I'll show them how to phrase things. It makes a surprising difference.
  84. Gemma Holt
    Gemma Holt None
    Oh, that would help me as well, to be fair.
  85. Amara Obi
    Amara Obi None
    Then you'll get the benefit too. Now the QBR. Growth comes with quarterly reviews and I don't want to let one slide. Let's get the next QBR in the diary. Before the end of the quarter, ideally with whoever you want in the room.
  86. Gemma Holt
    Gemma Holt None
    Yeah, okay. Should I bring him to that one?
  87. Amara Obi
    Amara Obi None
    I'd love that, if he's willing. Even for the last twenty minutes. Then the value case isn't me saying it, it's your own people.
  88. Gemma Holt
    Gemma Holt None
    Let me see. I'll sound him out. If I tell him the customer service thing is part of it he'll probably come.
  89. Amara Obi
    Amara Obi None
    Then lead with that. I'll send a few dates once we've landed the customer service session, so it isn't both at once.
  90. Gemma Holt
    Gemma Holt None
    Good. Is there anything you need from me before then? Apart from the list.
  91. Amara Obi
    Amara Obi None
    Three things, really. The list of systems for customer service and planning. The retailer review write-up, plus the service-level complaint example. And the introduction to the head of customer service. That's it.
  92. Gemma Holt
    Gemma Holt None
    Three things. Systems list, two examples, an intro. Got it.
  93. Amara Obi
    Amara Obi None
    And from me. The ticket summary with timestamps, a check of the connectors against what you tell me, dates for the customer service session and the QBR, and a draft of the one-page value case once I've got your examples.
  94. Gemma Holt
    Gemma Holt None
    Lovely. And the renewal paperwork, that comes later, yes? I'm not going to get a surprise in the post.
  95. Amara Obi
    Amara Obi None
    No surprises, I promise. You'll hear from me well before the notice date, and I'll talk you through it first, not just send a document.
  96. Gemma Holt
    Gemma Holt None
    Perfect. That's all I wanted to know.
  97. Amara Obi
    Amara Obi None
    Before we go. Anything I haven't asked? Anything that's bugging you about the product, or about us, that you've been sitting on?
  98. Gemma Holt
    Gemma Holt None
    Hm. Honestly, no. It'd be a different call if there was. I'd tell you.
  99. Amara Obi
    Amara Obi None
    I know you would. It's one of the things I like about working with you.
  100. Gemma Holt
    Gemma Holt None
    Ha, thanks. Oh, one thing. The dashboards. One of the account managers asked whether she could build her own. Is that us, or is that something you do for us?
  101. Amara Obi
    Amara Obi None
    Growth includes the dashboards builder, so she can build her own. If she gets stuck I'm happy to do a short walk-through. Send me her name and I'll set something up.
  102. Gemma Holt
    Gemma Holt None
    Oh, that's easy then. I'll send her name over. She'll be thrilled. She's one of the keen ones.
  103. Amara Obi
    Amara Obi None
    Those are the best ones. Dashboards built is a good sign, too. It shows people investing in it.
  104. Gemma Holt
    Gemma Holt None
    Right. Good. Then I think we're done. Anything else from you?
  105. Amara Obi
    Amara Obi None
    Just to say thanks. It's a good picture overall. Usage up, tickets quiet, invoices clean, and a clear thing to go after. Let's make customer service the story for the next quarter.
  106. Gemma Holt
    Gemma Holt None
    Agreed. I'll get that list to you by Friday and the intro this week.
  107. Amara Obi
    Amara Obi None
    Brilliant. I'll send a recap of today within the hour, so it's all written down. Speak soon, Gemma.
  108. Gemma Holt
    Gemma Holt None
    Cheers, Amara. Thanks for this. Speak soon.
  109. Amara Obi
    Amara Obi None
    Bye for now.
Callsmade from

BB-Demo is a fictional company; every organisation and person here is invented. B-Brain is the tool. Built by site/build_site.py from the site tree, data as of Fri 9 Oct 2026. Help & Support

Help & Support

Open as a page

Help & Support

B-Brain is one place to read everything the company knows about its customers: the CRM, calls, emails, support tickets, product usage, invoices, documents, news and HR. Every page is built from those systems and the data is current to Fri 9 Oct 2026.

How to use the site

How to ask

Press Ask Brain in the header. Type a question, or pick one of the examples.

The site itself does not call an AI model; answers in Claude come from the same figures you see here.

What the data covers

DataRecords
Organisations225
People at customers862
BB-Demo staff58
Calls1,995
Email threads3,013
Support tickets1,159
Documents1,218
Deals315
Invoices285
Events49
News items119

Data as of Fri 9 Oct 2026. Text marked AI was written by the brain from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

BB-Demo is a fictional company: every organisation, person and figure here is invented for this demonstration. B-Brain is the tool that reads its data.

Who to contact

Email support@b-brain.example or talk to your B-Brain account team. Tell us the page address and what looked wrong; a screenshot helps.
Help

Ask B

B-Brain · read-only