Harrowden Foods / BG-Demo – Proposal
Callcompleted
Harrowden Foods · 28 Sep 2026 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
As at Fri 9 Oct 2026Lewis 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
As at Fri 9 Oct 2026Theme
Planner add-on, proof of usage
Importance
upsell
Sentiment
mixed
Voice
decision-maker
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 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
As at Fri 9 Oct 2026- 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
As at Fri 9 Oct 2026- 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 KerrHi both, can you hear me alright?
Gemma HoltLoud and clear, hi Lewis. Rajesh is just getting his camera to work.
Rajesh MistryHello. Sorry, the planning meeting overran. Can you see me now?- Lewis KerrI can, yes. No problem at all. Gemma, how's the week been?
- Lewis KerrAnd Rajesh, are you alright for time? I know the planning meeting ran over.
- Rajesh MistryI'm fine until the end of the call. Then I'm back on the floor at the second site.
- Gemma HoltBusy, 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 MistryGood. Can we start with the usage figures, Lewis? I'd like those on the table before anything else.
- Lewis KerrOf 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 HoltThat's it, yes. Same as the first add-on really, but this time for the planners.
- Rajesh MistryFor the planners, yes. But show me it's used first.
- Lewis KerrLet me share my screen so you can see what I'm reading from. Can you see the usage page?
- Gemma HoltYes, got it.
- Lewis KerrRight. 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 MistryFifteen out of sixty. That's a quarter. You can see why I'm asking.
- Lewis KerrI 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 HoltCan 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 MistryUndersells it by how much? Because I can't take 'in and out' to my finance team.
- Gemma HoltFair. I don't know the exact split. That's what I'd want Lewis to pull.
- Lewis KerrI 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 MistryGood. Send it to me and to Gemma.
- Lewis KerrWill do.
- Gemma HoltWhile 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 MistryI 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 HoltOkay. But it's not a no?
- Rajesh MistryIt's not a no. It's not a yes either.
- Lewis KerrCan you tell me a bit more about what the planners would use it for? Then I can scope it properly.
- Rajesh MistryService 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 KerrThat'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 HoltWhat would it cost to add customer service later, though? Just so I know.
- Lewis KerrI'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 MistryWhich brings me to it. What's the cost per head?
- Lewis KerrTo 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 MistryEight thousand in total for twenty. I can do the sum. Is that a yearly figure?
- Lewis KerrIt 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 MistryCo-term it. I don't want a second date in the diary.
- Lewis KerrThat's exactly how it's written. One date, the same as your subscription.
- Rajesh MistryAnd remind me what the base is now?
- Lewis KerrYour 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 MistryCan 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 KerrMm. 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 MistryThen the other side. If usage stays where it is and I'm paying for sixty at renewal, what happens?
- Lewis KerrThat'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 HoltThey 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 MistryThen it should show in the table. That's all I'm asking.
- Lewis KerrAgreed. 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 MistryI appreciate you saying that.
- Lewis KerrOn 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 MistryI am. Gemma recommends and I sign, once I've seen usage.
- Gemma HoltThat'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 KerrI'll ask her, but I don't want to promise her diary. She'll be in touch about it either way.
- Rajesh MistryEnd 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 KerrCompletely 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 MistryA couple of weeks is fine. If the table is clear I can answer sooner.
- Gemma HoltAnd I'll check with the planners who would actually use it, so you've got names, not just a number.
- Rajesh MistryNames are better. Thank you, Gemma.
- Lewis KerrAnything else from either of you? Anything on support, or that one high priority ticket?
- Gemma HoltNo, that one was sorted, I think. Fine from my side.
- Rajesh MistryNothing more from me.
- Lewis KerrBrilliant. I'll send that over today. Thanks both, speak soon.
- Gemma HoltCheers Lewis, bye!
- Rajesh MistryThank you. Goodbye.
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