QBR follow-up: usage, access and next steps
Email thread Harrowden Foods · cs
After the QBR, Rajesh Mistry asked for cost per head for his planners, co-termed to the 4 Jan 2027 end date, and wants usage by team as proof. He will not sign for idle seats. Customer service is not yet on.
What was said
What this says
Current to 13 Oct 26After the QBR, Rajesh Mistry asked for cost per head for his planners, co-termed to the 4 Jan 2027 end date, and wants usage by team as proof. He will not sign for idle seats. Customer service is not yet on.
Ask: Rajesh wants a group-wide per-head figure for the planners, co-termed with the existing contract.
Customer view: conditional. He judges on usage by team and said he won't sign for idle seats.
Next: Amara asked Lewis Kerr to send a per-user quote, and asked Rajesh for a rough planner count and Gemma for the first customer service users. The thread shows no replies to these.
The thread
Updated 9 Oct 26Messages
Amara Obi 3 Jun 2026 10:14Hi both, Thanks for making time for the QBR. A quick summary so we all have the same notes. Here's what the numbers say: - Active users are up clearly on last quarter, and the growth is mostly the account managers. - Ticket volume is low and nothing has been high priority. - Invoices are all paid on time. What we agreed: - Customer service, led by Kelly Sharpe, should get access to the brain so they can see complaints, orders and retailer accounts together. - Rajesh would like his planners on it as well, subject to seeing what it costs per head. - Lewis will pick up the commercial side and keep it co-termed to your renewal. Rajesh, I'll send the usage breakdown by team so you can see who is asking the questions. Best, Amara
Rajesh Mistry 3 Jun 2026 12:35Amara, Thanks for the summary, it matches my notes. Two things. First, what's the cost per head for the planners? I need the figure for the whole group before I can take it further. Please co-term it with the existing contract, which ends on 4 Jan 2027. Second, show me it's used. The usage by team is what I'll judge it on. I won't sign for seats that sit idle. Gemma will tell me how customer service would use it. Regards, Rajesh- Amara Obi 5 Jun 2026 08:41Hi Rajesh, hi Gemma, Usage by team is below. Short version: the account managers are the heaviest users, a fair number of your 40 licensed users have asked questions in the last month, and nobody is dormant who shouldn't be. - Account managers: daily use, mostly retailer review prep. - Commercial insights: steady use, plus the dashboards Gemma has been building. - Customer service: not on yet, which is the gap. On cost per head, Lewis will send a quote that shows the price per user and is co-termed to your renewal on 4 Jan 2027. Lewis, could you send that over today, with the VAT position written out as usual? Rajesh, to size it properly, could you confirm roughly how many planners you have in mind? A rough range is fine. Gemma, can you check with Kelly who from her team would use it first? Starting with a small group means we can show use before anyone is added. Best, Amara