Harrowden Foods / BB-Demo – Proposal
Callcompleted
Harrowden Foods · 2026-09-28 11:45
Lewis Kerr scoped twenty more Growth users for Harrowden's planners at £8,000 in total plus VAT, co-termed to 4 Jan 2027. Rajesh Mistry will not decide until he has seen a usage table and has had time with finance.
What was said
What this says
Current to 13 Oct 26Lewis Kerr scoped twenty more Growth users for Harrowden's planners at £8,000 in total plus VAT, co-termed to 4 Jan 2027. Rajesh Mistry will not decide until he has seen a usage table and has had time with finance.
What happened: Lewis Kerr confirmed another twenty Growth users for the planners, wanted by the end of October. The deal is £8,000 in total plus VAT, not a yearly figure, and runs to the end of the current term.
Customer view: Rajesh Mistry said the first twenty have been slower than he hoped and he will not buy on enthusiasm. Customer service seats are a later conversation, neither a yes nor a no.
Commercial: The quote goes out as an expansion to the existing order form, with Rajesh as signatory. The contracted annual figure is £58k and matches the invoices.
Watch: Rajesh asked what happens at renewal if usage stays flat against 60 seats. Lewis pointed him to a usage review from the CSM, Amara Obi, before the renewal.
Themes
Current to 9 Oct 26Theme
Planner add-on, proof of usage
Importance
upsell
Sentiment
mixed
Voice
decision-maker
Who was there
BB-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
Current to 9 Oct 26- Lewis Kerr to send the usage table by person and team, and the co-termed quote, the same day.
- Gemma Holt to confirm with the planners who would actually use the seats.
- Rajesh Mistry to take a couple of weeks with finance and answer sooner if the table is clear.
Risks
Current to 9 Oct 26- The customer says the first twenty seats have been slower to take up than hoped.
- Flat usage against 60 licensed seats raises a value question at renewal.
- The add-on may be cut below twenty if the usage table does not support it.
Opportunities
Current to 9 Oct 26- Twenty planner users on Growth for £8,000 in total plus VAT, co-termed to the existing term.
- Customer service seats as a later expansion, quoted separately once decided.
- Gemma Holt is running planner sessions and checking names, which supports adoption.
Transcript
Lewis Kerr NoneHi both, can you hear me alright?
Gemma Holt NoneLoud and clear, hi Lewis. Rajesh is just getting his camera to work.
Rajesh Mistry NoneHello. Sorry, the planning meeting overran. Can you see me now?- Lewis Kerr NoneI can, yes. No problem at all. Gemma, how's the week been?
- Lewis Kerr NoneAnd Rajesh, are you alright for time? I know the planning meeting ran over.
- Rajesh Mistry NoneI'm fine until the end of the call. Then I'm back on the floor at the second site.
- Gemma Holt NoneBusy, but a good busy. Actually, I've got a win to tell you about before we start. One of the account managers had a retailer review last week, and she pulled the complaints and the orders for that supermarket together in the brain in about ten minutes. Normally that's an afternoon of spreadsheets. The buyer had nothing to push back on.
- Rajesh Mistry NoneGood. Can we start with the usage figures, Lewis? I'd like those on the table before anything else.
- Lewis Kerr NoneOf course. Though first, just to confirm what we're here for, so we're all on the same page. Another twenty users on the Growth plan, added alongside what you have now, and in place by the end of October. Is that still right?
- Gemma Holt NoneThat's it, yes. Same as the first add-on really, but this time for the planners.
- Rajesh Mistry NoneFor the planners, yes. But show me it's used first.
- Lewis Kerr NoneLet me share my screen so you can see what I'm reading from. Can you see the usage page?
- Gemma Holt NoneYes, got it.
- Lewis Kerr NoneRight. So you're licensed for 60 users. Over the last thirty days, the daily average of active users has been around fifteen, and that's roughly level with the quarter before. Three tickets in the last thirty days, one of them marked high priority, and that was dealt with. And there's nothing overdue on the invoicing side.
- Rajesh Mistry NoneFifteen out of sixty. That's a quarter. You can see why I'm asking.
- Lewis Kerr NoneI can, and it's a fair challenge. I'll be straight with you, I don't want to sell you seats the usage doesn't support. What I can see is the average, and that it's flat. What I can't tell from that one number is how many different people have logged in across the month, or which team they sit in. That's the cut I'd want you to look at before you decide anything.
- Gemma Holt NoneCan I jump in? The account managers are in there every day, honestly. That's the core of the fifteen. The others have access but they're in and out, and customer service only really got going recently. So the daily average undersells it.
- Rajesh Mistry NoneUndersells it by how much? Because I can't take 'in and out' to my finance team.
- Gemma Holt NoneFair. I don't know the exact split. That's what I'd want Lewis to pull.
- Lewis Kerr NoneI can do that today. Questions asked, by person and by team, for the last thirty days, plus how many distinct people logged in. I'll send it as a table rather than a screenshot, so you can forward it on.
- Rajesh Mistry NoneGood. Send it to me and to Gemma.
- Lewis Kerr NoneWill do.
- Gemma Holt NoneWhile we're on it, can I make the case for customer service? They're the ones who get the complaint first, and the account managers hear about it a week later. If they can see orders and complaints together, that's the whole reason we bought it.
- Rajesh Mistry NoneI understand the point. But I said planners, Gemma. The planners are my spend, and I want them on and using it. Customer service is a conversation for after we've seen the numbers.
- Gemma Holt NoneOkay. But it's not a no?
- Rajesh Mistry NoneIt's not a no. It's not a yes either.
- Lewis Kerr NoneCan you tell me a bit more about what the planners would use it for? Then I can scope it properly.
- Rajesh Mistry NoneService levels to the supermarkets. When a retailer says a delivery was short, my planners need the order, the complaint and what we promised in one place. Today they ask the account managers, who ask someone else. If the brain does that, it earns its place. If it doesn't, it doesn't.
- Lewis Kerr NoneThat's a clear position, and it helps me scope it. Planners first, customer service later. As far as the licence goes, it's a number of users, not a number per team, so the split can be changed later. I'd put a note on the quote saying what the twenty are intended for, so there's a record of what you were buying and why.
- Gemma Holt NoneWhat would it cost to add customer service later, though? Just so I know.
- Lewis Kerr NoneI'd quote that separately once you've decided, rather than guess now. Same pattern, co-termed to your renewal. I don't like quoting from memory.
- Rajesh Mistry NoneWhich brings me to it. What's the cost per head?
- Lewis Kerr NoneTo put a number on it, the deal is £8,000 in total, plus VAT. That's the value of the whole add-on as I've scoped it, so I won't turn it into a per-user figure off the top of my head. The quote will show it line by line.
- Rajesh Mistry NoneEight thousand in total for twenty. I can do the sum. Is that a yearly figure?
- Lewis Kerr NoneIt isn't, and I'd rather not call it that. It's co-termed to your renewal, so it runs to the end of your current term on 4 January 2027, and then it goes into the renewal conversation, which starts from 5 January 2027. That's why I keep saying total.
- Rajesh Mistry NoneCo-term it. I don't want a second date in the diary.
- Lewis Kerr NoneThat's exactly how it's written. One date, the same as your subscription.
- Rajesh Mistry NoneAnd remind me what the base is now?
- Lewis Kerr NoneYour contracted annual figure is £58,000, and that matches what's been invoiced. I'll lay out on the quote how the add-on sits against it, so nothing's ambiguous when your finance team looks.
- Rajesh Mistry NoneCan I say something about June? I signed twenty then on the strength of the account managers. In September I asked for twenty more because the planners kept asking. But I'm not going to buy on enthusiasm. It's been slower than I'd hoped.
- Lewis Kerr NoneMm. That's useful to hear, and it's partly why I'd rather you see the table than take my word. If the first twenty haven't landed, the second twenty shouldn't be on the order, and I'd say that to you whatever it did for my number.
- Rajesh Mistry NoneThen the other side. If usage stays where it is and I'm paying for sixty at renewal, what happens?
- Lewis Kerr NoneThat's a proper question, and it's one for Amara as your CSM, ahead of the renewal. She'd bring a usage review so you're deciding on what's actually happening. I'd rather you told us the planners hadn't taken it up than found out the hard way.
- Gemma Holt NoneThey will take it up. I've already spoken to a couple of the planners and they keep asking when they can get in. The account managers love it, and the planners have seen what they're doing with it.
- Rajesh Mistry NoneThen it should show in the table. That's all I'm asking.
- Lewis Kerr NoneAgreed. And if the table doesn't back it up, say so, and we'll look at a smaller number than the full twenty. I'd sooner that than have you carrying shelfware.
- Rajesh Mistry NoneI appreciate you saying that.
- Lewis Kerr NoneOn the paperwork, so it's clear: the quote goes out as an expansion to your existing order form, under the agreement you already have, so there are no new terms to read. Rajesh, you'd be the signatory?
- Rajesh Mistry NoneI am. Gemma recommends and I sign, once I've seen usage.
- Gemma Holt NoneThat's how it works here, yes. And if it goes ahead I'd run a short session for the planners myself, like I did for the account managers. Could Amara join, do you think?
- Lewis Kerr NoneI'll ask her, but I don't want to promise her diary. She'll be in touch about it either way.
- Rajesh Mistry NoneEnd of October is workable. I won't decide on this call. I haven't read the numbers, and I don't decide on things I haven't prepared for.
- Lewis Kerr NoneCompletely understood. So, to run through it: I send the usage table today, by team and by person. I send the quote, co-termed, with the VAT position clear and a note on what the twenty are for. And you take a couple of weeks with your own finance people.
- Rajesh Mistry NoneA couple of weeks is fine. If the table is clear I can answer sooner.
- Gemma Holt NoneAnd I'll check with the planners who would actually use it, so you've got names, not just a number.
- Rajesh Mistry NoneNames are better. Thank you, Gemma.
- Lewis Kerr NoneAnything else from either of you? Anything on support, or that one high priority ticket?
- Gemma Holt NoneNo, that one was sorted, I think. Fine from my side.
- Rajesh Mistry NoneNothing more from me.
- Lewis Kerr NoneBrilliant. I'll send that over today. Thanks both, speak soon.
- Gemma Holt NoneCheers Lewis, bye!
- Rajesh Mistry NoneThank you. Goodbye.
Callsmade from