Harrowden Foods / BG-Demo – Proposal
Callcompleted
Harrowden Foods · 11 Jun 2026 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
As at Fri 9 Oct 2026Lewis 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
As at Fri 9 Oct 2026Theme
Customer service expansion quote
Importance
upsell
Sentiment
positive
Voice
champion
Who was there
BG-Demo
CRMmade from
Them
CRMmade from
Follow-up
Next steps
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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 HoltHello, hello. Can you hear me? I've got the headset on today, it's a bit echoey in this room.
Lewis KerrI can hear you fine. Good afternoon, Gemma. No echo at my end.- Gemma HoltBrilliant. Afternoon. Sorry, I'm a minute late, the lunch meeting overran. Retailer stuff, as always.
- Lewis KerrNo problem at all. I've only just sat down myself. How's the week been?
- Gemma HoltBusy, 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 KerrThat's exactly the use case you bought it for. Did the buyer accept the explanation?
- Gemma HoltYeah, 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 KerrGood. 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 HoltStill 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 KerrMm. 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 HoltYeah, 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 KerrRight. 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 HoltOh. 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 KerrSo 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 HoltA 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 KerrThat's helpful. And the complaints, where do those live today? Is that the helpdesk, or something internal?
- Gemma HoltThe helpdesk, mostly. Zendesk. And then orders come through the CRM. We did that in the first rollout, so both are already connected.
- Lewis KerrGood, 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 HoltSure. Take your time. I'll get a coffee, I'm dying here.
- Lewis KerrSorry, bear with me, the document was in the wrong folder. Can you see my screen?
- Gemma HoltI can, yeah. Bit small. Oh, that's better, you've zoomed in. Thanks.
- Lewis KerrSo 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 HoltRight. 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 KerrNo, 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 HoltOkay, good. That's what I hoped. And the number?
- Lewis KerrTo 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 HoltMm. Right. Okay. That's, yeah, that's less than I'd braced for. I thought it'd be a bigger conversation.
- Lewis KerrWell, 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 HoltFair. 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 KerrGood 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 HoltThat's fine. That's honestly what I'd want. I'd rather not buy something we don't use.
- Lewis KerrAgreed. 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 HoltOh, 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 KerrGood, 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 HoltFinance would have shouted at me by now if there was. They're very good at that.
- Lewis KerrHa. Right. So, process. What does it take on your side to get this signed? You mentioned the budget holder.
- Gemma HoltYeah. 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 KerrThat's sensible. What does that person usually need to see? I can make it easy for you.
- Gemma HoltOne 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 KerrThen 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 HoltPerfect. And the timing? I'm hoping to get it back to you by the end of next week. Does that work?
- Lewis KerrIt 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 HoltNo, I'll chase. I don't let things sit, ask anyone.
- Lewis KerrI'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 HoltLovely. 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 KerrI'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 HoltYes. Yes please. Use last month's. They'll recognise them and then it clicks.
- Lewis KerrDone. Anything else you want from the quote before I send it? Anything missing, anything you'd want worded differently for your budget holder?
- Gemma HoltUm. 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 KerrYes. 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 HoltGreat. 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 KerrNot 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 HoltYeah, flag it. Not urgent. Let's get customer service done first, then see how it goes.
- Lewis KerrSensible. 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 HoltThat's it. Perfect. Thank you, Lewis. This is the easiest purchase I've ever tried to make.
- Lewis KerrGood to hear. I'll keep it that way. Speak soon, Gemma, and well done on the bakery answer.
- Gemma HoltCheers. Bye for now.
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